Comdial Dxp Plus Instructions Manual
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Operating the QuickQ System Logging In and Out of QuickQ The following Log-In and Log-Out procedures apply to both Agent and Supervisor. They differ in the following areas: ·ID# and password are different, ·Agents can log into several groups at once, ·Supervisors can choose whether to receive calls or not. Follow this procedure to log into the system. 1. Press theQuickQbutton on the telephone and the following screen will appear. This display notifies you that you are about to log intoQuickQ. 2. Type your three digit Agent ID number. If you enter an incorrect Agent ID number, press the RETRYinteractive button and enter the correct ID number, or use theQUITinteractive button to exit the Log-In procedure. 3. Type your Agentpassword.Remember, use RETRYorQUITif necessary. 4.For Agents: The system asks the agents to log into the appropriate group. If the supervisors has assigned you to multiple groups, use the displayed screen to locate the group into which you wish to log. Press the IN interactive button to log into the displayed group. The system displays your next group. You can press the INinteractive button to log into that group or press theSKIPinteractive button to display the next group after that and so on. Alternately, press the ALLinteractive button and log into all of the groups at once. Agent ID:_ RETRY QUIT Group 1? IN SKIP ALL Password: RETRY QUIT Welcome - > QuickQ GCA70-271 Operating the QuickQ System Operating The QuickQ System 4-1
For Supervisors: The system presents supervisor with a screen that asks if they wish to accept calls or not. Respond by pressing either the YESorNOinteractive button. 5. The following screens indicates you are now ready to accept ACD calls: For Agents: For Supervisors: 6.For Agents logged into one group: You can log out fromQuickQwhile in the Ready, Busy or Wrap-up modes. To do this, press the LOG interactive button. You are now in the Log Procedure, press theOUTinteractive button to log out. For Agents logged into multiple groups: After you press the OUTinteractive button from the Log Procedure, the system asks which group you wish to log out from. You can press the OUTinteractive button to log out of the group shown on the display. You can press the SKIPinteractive button to display the next group. Press theALLinteractive button to log out of all the groups that have more than one agent. The last agent cannot log out ofQuickQif the group is in day mode. The following screens will appear: after 2 seconds: For Supervisors: Press the LOGinteractive button will bring you to the Log Procedure. Then press theOUTinteractive button. The screen will ask whether you want to exitQuickQ. Press the Yesinteractive button to exit. Group Name OUT SKIP ALL Group Name :Day MENU MODE LOG Answer Call? YES NO QuickQ: Group Name BUSY HELP LOG Log Procedure IN CANCEL OUT Can’t Sign Out CANCEL Busy CANCEL Log Procedure IN CANCEL OUT Exit from QuickQ YES NO Operating the QuickQ System GCA70-271 4-2 Operating The QuickQ System
Operating As An Agent Answering Automatically In the automatic answer mode, with a headset enabled, when a call arrives at your telephone, you receive a warning tone and the system automatically connects the call. Speak into the mouth-piece of the headset. The display shows the call sub-group and the length of time the caller waited to be connected. Answering Manually In the manual answer mode when a call arrives at your telephone, the telephone will ring. ·Lift the handset or press theSPEAKERbutton to answer the call. The LCD display shows the call sub-group and the length of time the caller waited to be connected. Note: Use the speakerphone option with discretion as it creates noise in the office and subjects your caller to background noise as well. ·You may choose not to answer the call by pressing theBUSYinteractive button.QuickQwill either redirect the call to another Agent, or it will showAll Agents Busy!on the display if no one is available to take the call. If the display showsAll Agents Busy!,you cannot make your telephone busy. ·When a call has reached the preset redirect threshold time, the system will forward the call to another agent and will make your set BUSYat the same time. Wrapping Up A Call At the end of each call the system sets aside an installer-programmed time (individually programmable for each Agent in minutes and seconds) before presenting the next call. This time allows you to finish any processing or paperwork associated with the call you just completed. ·When you disconnect the call, the wrap-up timer starts and the display shows the wrap-up time, the number of calls in queue, and the number of those calls that have waited beyond the alarm threshold. ·Either remain in wrap-up mode until the wrap-up timer expires or press theREADYinteractive button to return to Ready mode. after 2 seconds All Agents Busy! BUSY Sub-Group Name: 01:20 BUSY Wrap-up—> 20 sec. READY ACC BUSY Busy CANCEL HELP LOG Waiting : 00
Making Your Telephone Busy You can arrange your telephone to be unavailable to answer calls (for such times as lunch and breaks). ·To make your telephone busy, press theBUSYinteractive button. ·To return to the ready mode, press theCANCELinteractive button. Requesting Help When necessary, you can use this procedure to request help from your Supervisor. 1. While engaged on a call, press the HELPinteractive button. If the Supervisor is busy or unavailable (after 5 seconds of prompting) your telephone display showsSupervisor Busy!. You can either retry or cancel the request. 2. When the Supervisor calls you, you can either bring him or her into the call (conferencing) or put the caller on hold and speak to the Supervisor in private. 3. If you choose to speak to the Supervisor with the call on HOLD, you have the option of bringing in the customer into the conversation later by pressing the CONFsoft key. Alternately, you can press TRANSto transfer the call to the Supervisor, or pressRETURNto get back to the caller after receiving assistance from the Supervisor. 4. While conferencing with the Supervisor, you can press the RELEASEinteractive button to drop the Supervisor from the call or transfer the call to the Supervisor. Ln Name: Supvr. Name CONF RETURN TRANS Busy CANCEL HELP LOG Line Name Sub Grp Name ACC WRAP HELP Supervisor Ready! CONF HOLD Line Name: Held! CONF RETURN TRANS Operating the QuickQ System GCA70-271 4-4 Operating The QuickQ System
Transferring Calls In or Out of QuickQ Use this procedure to transfer calls. 1. While on a call, press the telephone’s TRANSbutton. 2. Dial the intercom number of the station to receive the transfer. The system will transfer the call. After the station receiving the transfer answers the call, the system will place your station in the wrap-up mode. Making an Outgoing Call To make an outside call, press theLINE GROUPbutton to connect your telephone to an outgoing line, and make your call in the normal way. While on an outgoing call, you can either request help from your Supervisor, enter an account code for the call, or wrap-up the call in the same way as on an incoming call. Entering Account Codes You can use any screen that has theACCoption to enter an account code to categorize the call according to the call type. 1. Press the ACCinteractive button at any time during the call or during wrap-up mode. Enter the three digit account code (the System Manager manages the account codes). If you enter an incorrect account code, press the RETRYinteractive button and enter the correct account code or exit to abandon and return to the original screen. 2. Press OKto verify the code orRETRYif you enter an incorrect account code. If the code is invalid, the system prompts you to re-enter the code. Account Description RETRY OKOutgoing ACC WRAP-UP HELP Acc Code:___ RETRY EXIT GCA70-271 Operating the QuickQ System Operating The QuickQ System 4-5
Operating As A Supervisor As a Supervisor, you can log in at either theQuickQconsole or the DXP telephone. Changing the Mode of Operation There are three distinct answering modes—Day, Night and Special. ·Day Answering Mode—The system answers with the day message, places calls on hold and distributes incoming calls to the next available Agent. The call distribution is based on the longest idle time, or the priority of the Agent or incoming line. ·Night Answering Mode—The system answers with the night message then disconnects the caller. This mode is enabled automatically at a preset time. The system automatically logs out all agents when calls in queue have been cleared. Supervisor can change the state manually. ·Special Mode—The Group Supervisor initiates the special mode for unique situations (for example, network problems). During this mode of operation, the system answers callers with the special message and disconnects them. When the preset night mode time is reached, the system will automatically switch from special mode to night mode. Use the following procedure to select the required mode of operation: 1. From the Supervisor’s telephone, press the MODEinteractive button. 2. Select the mode of operation from the following displayed options:DAY,NIGHT,SPECIAL. After you make your selection, the display returns to the Supervisor main menu and shows the new mode at the top right corner. Group Mode? DAY NIGHT SPEC’L Group 1 : Day MENU MODE LOG Operating the QuickQ System GCA70-271 4-6 Operating The QuickQ System
Recording And Playing Back The Announcement Message You can use your telephone to review and change any announcement message. For messages that are to be changed frequently, record your message with a buffer. For instance, record message #1 which takes up 10 seconds, follow by 10 seconds of silence. Go ahead and record message #2. After finished recording message #2, go back to record message #1 again. In this way, customers will only hear the message, and not the blank silence following it. The blank time will be saved as a buffer for future usage. If there is a change in message #1, it can be 10 seconds longer than the original message. Refer to the discussion titled Recording Announcement Message and Playback in the QuickQ operation section of this guide for message recording and playback information. Use the following procedure to record a message. 1. Press the MENUinteractive button . 2. Press the MSGinteractive button. The system displays the total time remaining for the new messages. 3. Dial the number of the message that you wish to record or change. For numbers lower than 10, dial a leading 0 (for example, 01–09). Press RETRYif you enter an invalid number, PressCLEARto clear all message or QUITto return to the main menu. 4. The display shows the message length in seconds (it shows 0 seconds for new messages). Press the RECinteractive button, a tone will alert you to start recording, speak the message into the telephone handset. 5. When you have finished, press the STOPinteractive button, a tone indicates the end of the recording. Note: If possible, record all of the messages as a group. If you do re-record a message, the new message must be the exact length as it was before or you will record over the next message. For example, if you replace a 15 second message with a 20 second message, you will record over the next message. Recording Msg 01 STOP Waiting:02 > T:00 MSG REPORT AGENT Message #: RETRY CLEAR QUIT Message01: 00sec REC PLAY QUIT GCA70-271 Operating the QuickQ System Operating The QuickQ System 4-7
6. To review the message, press thePLAYinteractive button. 7. The system plays the message through the handset. 7. Press YESto accept the message orNOto re-record the message. Monitoring The Agents You can monitor an Agent’s activity status or telephone conversation. The activity status names the Agent and details the following status items: ·engaged on an incoming call, ·engaged on an outgoing call, ·engaged in Make Busy Mode, ·idle ·ready to receive a call. Use this procedure to monitor a particular Agent: 1. Press the MENUinteractive button. 2. Press the AGENTinteractive button. 3. Dial theID#of the Agent you wish to monitor or press SCANand let the system select an Agent number for you. Accept Message? YES NO PLAY Accept Message? YES NO PLAY Agent Id: ___ SCAN RETRY QUIT Group 1 : Day MENU MODE LOG Waiting:02 >T:00 MSG REPORT AGENT Playing Msg 01 STOP Operating the QuickQ System GCA70-271 4-8 Operating The QuickQ System
4. Press theSELECTinteractive button to monitor the Agent’s call. 5. Press the SCANinteractive button to monitor another system selected Agent or pressQUITto return to step 3. 6. Press QUITagain to return to the Supervisor’s menu. Viewing The Current Call Statistics QuickQcauses your LCD speakerphone to display the current number of answered and abandoned (lost) calls within a group. Use this procedure to view the call statistics. 1. Press theMENUinteractive button. 2. Press theREPORTinteractive button. Your LCD speakerphone displays the number of answered and abandoned calls. 3. PressQUITto return to Supervisor menu. Ans: 123 Lost: 4 QUIT Agent Name :Incall SCAN SELECT QUIT Agent2 Name :Idle SCAN SELECT QUIT Waiting: 02 >T:00 MSG REPORT AGENT GCA70-271 Operating the QuickQ System Operating The QuickQ System 4-9
Management Information The System Manager can obtain a detailed printout of the system configuration for the manager level, the technician level, the supervisor level, or for each individual group. When someone selects theManagement Info.menu bar option, the system presents a menu that has several options. The menu offers the following options: ·Real Time-Setup(For Supervisor) ·Real Time ·Historical ·Current ·Configuration Selecting The Real Time Report Viewing The System Manager Real Time Report The System Manager’s real time report shows information in the System Agent Status window and the System Line Status window. Refer to Figure 5-1. System Manager Real Time Report. The system continually updates these windows in approximately 3 second intervals so that they reflect current line activities and statistics of both the Agents and the lines. Figure 5-1. System Manager’s Real Time Report GCA70-271 QuickQ Management Information QuickQ Management Information 5-1