Comdial Quick Q Agents User Guide
Have a look at the manual Comdial Quick Q Agents User Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 133 Comdial manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
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 12-button and 24-button phones whenever the QuickQ mode is active. ·All displays shown in this guide are as seen on the 20-character (10 characters x two lines) Scout display. 3 VOLMUTEHEAD SET F1 F2 F3 F4 12 47F1F2F3F4 3 5 80 69#ABCT/C HOLDMEMO TAP TALKGH IPRS DEF JKLTUVOPERMNO WXY Antenna Receiver Display Message/ Talk LED Talk Button TA P B u t t o n Numeric Keypad Function Buttons Optional Vibrator Access MicrophoneVolume ButtonBelt Clip Mute Button T/C Button Hold Button Memo Button Battery Pack Function Button LEDs Function Button Labels Head Set Jack Recharging Contacts EXP95HST
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 Sk Sp St Tr Vc Wp YsOK Out PLAY QUIT READY RECORD REJECT RELEASE REPORT RETRY RETURN SCAN SELECT SKIP SPEC’L (special) STOP TRANS (transfer) VOICE WRAPUP YESInteraction With DXP·To access 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 DXP features. During 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 Disturbprevents your phone from ringing on non-ACD calls; that is, intercom calls and personal calls. ·Call Forwardforwards non-ACD calls only; that is, intercom calls and personal calls. Reqt Help! 4 Super Redy Super Busy Rt Cn LinName He Ld! CfRnTr LinNameSup p901 AcWpHp LinNameSup Rs Tr Rs Supp902 Ys No LinNameSup AcWpHpWrpUp:000s Wt: >T: RdAcBy Acc Desc Rt Ok Acc Cd: Rt Ex Disconnect Caller Group01 13 OUTGOING CALLGroup01 By All Agent By LinNameSup p901AcWpHp Supp901 Cf Hd Call Super 01 CnRedirected Busy CnHpLg QQ Group01 ByHpLg Incoming Call
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 calls to you when you are unable to answer. Pressing Busy ·The system will automatically set your telephone to Busy under the following conditions: 1. If you do not answer an ACD call sent to you. 2. If you place or answer an internal call. 3. If you answer a transferred call. 4. If you place an outgoing call during the wrap-up time. QQ Group01 ByHpLg Paswrd: Rt Qt Agt ID: Rt Qt Busy CnHpLgQQ Group01 ByHpLg 12 Welcome-> QQLog Proced ure InCnOt Group01? InSkAl 5 Welcome-> QQ Agt Id: Rt Qt Paswrd: Rt Qt QQ Group01 ByHpLg Busy CnHpLgValid agent I.D. Return to DXP Next Group 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 3is displayed first.
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 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. Call Answered ·During your conversation, the above display remains on your telephone. 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).Things To Remember·If your display is blank, your telephone is either not logged-in orQuickQis suspended. Press the ACD button to resume. ·QuickQwill automatically make your telephone Busy if you miss an ACD call. ·QuickQwill temporarilly make your telephone Busy if you: 1. Answer a transferred call. 2. Retreive a parked call. 3. Answer or place an intercom call. 4. Answer or place a non-ACD call. When you complete either of the above actions, the system will automatically return you to your previous state. ·Log out if you are leaving for the day. ·You cannot log out if you are the last agent in the group. At the preset closing time, the system will automatically log you out. ·Remember to make your telephone Busy if you are leaving your desk or unable to answer ACD calls. LinNameSup p901AcWpHpWt: >T MsRpAg Group 01 By 611 Alarm Display Wt: >T: XX XX XX
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 additional codes, repeat above exercise for each. 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 the T/C button. ·Announce the call to the intended party (paging may be helpful for this). ·Press the Wp (wrap-up) interactive button to disconnect from that call. Your display will enter the WRAP-UP mode (refer to page 9). ·If the transferred call is not answered, the call will automatically recall to your telephone (regardless of your activity).Conferencing·After requesting HELP, press the Cf (conference) interactive button to conference the supervisor, the caller and yourself. Supervisor’s Name ·The top line of the display identifies the line and supervisor, indicating a conference. Press the Rs (release) interactive button to drop the supervisor from the call. Press the Tr (transfer) interactive button to send this call to the supervisor. LinNameSup p901 Rs TrLinNameSup p901AcWpHp LinNameSup p901AcWpHp WrpUp:000s RdAcBy Acc Cd:___ Rt Ex Acc Desc Rt Ok 10 7 LinNameSup p901AcWpHp
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 the caller on hold and connects you directly with your supervisor. Cf (conference): Connects the supervisor, caller and yourself. Rt (return): Return to the caller and release the supervisor. Tr (transfer): Transfer the caller to the supervisor and disconnect yourself. 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. After 2 seconds Total call waiting ·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 return to the IDLE display. ·You can bypass the wrap-up time by pressing the Rd (ready) interactive button, or you can select the By (busy) interactive button during the wrap-up time, should you require more time or need to leave your desk.Placing Outgoing Calls Select any outgoing line. Number dialed is displayedWrpUp:000s RdAcBy Wt:12>T:03 RdAcBy Calls beyond alarm Outgoing Ac Wp Hp LinName He ld! CfRtTr 89Super Redy Cf HdSupp901 Cf HdReqt Help! Cn Total Call Waiting
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 possible contingency to be met in connection with installation, operation, or maintenance. Should further information be desired, or should particular problems arise which are not covered sufficiently for the purchaser’s purposes contact, Comdial, Inside Sales Department, P.O. Box 7266, Charlottesville, Virginia 22906. Agent’s User Guide for the Scout Telephone Printed in U.S.A. GCA70-346.01 04/97 Charlottesville, Virginia 22901-2829 R World Wide Web: http://www.comdial.com/ Q u ickQ DXP
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 .......................................................... 8 Selecting Hold During Help .................................... 8 Wrap-up: Disconnecting from a Call ........................ 9 Assigning an Account Code........................................ 10 Alarm Condition ......................................................... 11 Things to Remember................................................... 11 Log-in Procedure......................................................... 12 Log-in for Multiple Groups........................................ 12 Incoming Call .............................................................. 13 2