Comdial Quick Q Agents User Guide

Notes
The Scout Telephone For Agents
·QuickQversions  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.
·All Scout telephones used in aQuickQcall center should
be programmed so that the function button F1 serves as
theQuickQaccess button. Also, buttons F2, F3, and F4
should be programmed to correspond to the three
interactive buttons on the proprietary...

Description of the Display (Idle Display)
This line indicates your present status.
This line indicates the function of the interactive
buttons. See the following table for definitions.
Scout Interactive Button Definitions
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 (account)
AGENT
ALL
ANSWER
BUSY
CANCEL
CLEAR
CONF
DAY
EXIT
HELP
HOLD
IN
LOG
Logout
MENU
MODE
MSG (message)
NIGHT
NOOk
Ot
Py
Qt
Rd
Rc
Rj
Rs
Rp
Rt
Rn
Sn
Se...

Log-in Procedure
Log-in For Multiple Groups
Signing-In To QuickQ·Press the ACD (QuickQ) button
After 2 seconds
·Use the keypad to enter your I.D. number. Should you
enter an incorrect digit, press the Rt (retry) interactive
button.
·Enter your password digits.
Valid Password
·The above display indicates that 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...

Receiving An ACD Call·When an ACD call is directed to you, your telephone
will ring and the display will indicate the following:
The group is identified on the display
After 2 seconds
The time the call has waited is displayed.
·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...

Assigning an Account Code·To assign an account code to a call, press the Ac
(account) Interactive button during or after the call.
Account codes must be preset by the supervisor and can
be used on both incoming and outgoing calls.
·Enter through the key pad the Account Code; should you
enter an incorrect digit, press the Rt (retry) interactive
button.
Valid Account Code
·If correct, press the Ok interactive button to return to the
previous state.
·Calls can have more than one account code. To enter...

Requesting Help·The Help function calls the supervisor without
interrupting your present conversation.
·During your conversation, press the    Hp    (help)
interactive button.
When the supervisor responds to your request:
After 2 seconds
Supervisor’s Name
·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.
Selecting Hold During Help
·Press the Hp (hold) Interactive button.
·This action places...

This manual has been developed by
Comdial Corporation (the “Company”) and is
intended for the use of its customers and
service personnel. The information in this
manual is subject to change without notice.
While every effort has been made to
eliminate errors, the Company disclaims
liability for any  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...

Table of Contents
The Scout Telephone for Agents................................ 3
Description of the Display .......................................... 4
Signing-in toQuickQ................................................... 5
Receiving an ACD Call ............................................... 6
Transferring a Call ..................................................... 7
Conferencing................................................................ 7
Requesting Help...