Comdial Quick Q Acd Administrators Guide

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....

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...

Recording And Playing Back The Announcement Message On The DVA16
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....

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...

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....

AdditionalQuickQDisplays
For Scout Telephones
You may encounter some Scout telephone displays that are not included in the illustrations in the previous
section. To interpret the interrupt button abreviations used on these displays, refer to the abbreviations in
Table 4-1.
Figure 4-1. Interrupt Button Abbreviations Used on the Scout Display
Scout
DisplayStandard
DisplayScout
DisplayStandard
Display
Ab
Ac
Ag
Al
As
By
Cn
Cr
Cf
Dy
Ex
Hp
Hd
In
Lg
Lg
Mn
Md
Ms
Nt
NoABORT
ACC
AGENT
ALL
ANSWER
BUSY
CANCEL
CLEAR...

Management Info.
The System Manager can obtain a detailed printout of the system configuration for the manager level, the
supervisor level, or for each individual group.
When someone selects theManagement Info.menu bar option in the manager window, the system
presents a menu that has several options. The menu offers the following options:
·Real Time-Setup(available in group level only)
·Real Time
·Historical Reports
·Current Reports
·Report Schedule
·Wallboard Message
·Wallboard Schedule
·Wallboard...

The System Agent Status window
shows the following items:
·group number,
·Numbers of Agents in that group
currently available,
·number of Agents on incoming calls,
·number of busy Agents,
·number of Agents on outgoing calls,
·number of Agents who are logged out from
that group,
·number of abandoned calls,
·grade of service being offered to callers.
Selecting The Real Time Set Up Parameters (Group Level)
The system also makes a real time setup option available. With it, Group Supervisors can set a...

Viewing The Supervisor’s Real Time Report (Group Level)
The system updates the Supervisor’s real time report (refer to Figure 5-3) in approximately 3-second
intervals so that the report continually monitors the group’s current call activities and statistics. In
addition to continually updating the service status window, the system restarts that service window’s
status totals every 15 minutes. The report windows show the following items
·traffic status,·traffic activity (explanation on page 5-4),
·service...

Traffic Activity— The Real Time Traffic Activity window shows the activity percentage for the Lines,
Waiting calls and the Agent. The Lines column indicates the percentage of activity on the lines assigned
to group. The activity for the lines can be green for incoming calls or yellow for outgoing calls. The
Waiting column indicates what percentage of the incoming calls are actually waiting for an agent. The
activity for the waiting call can be red for the calls past the alarm threshold (>T) or black for...