Comdial Quick Q Automatic Call Distributor User Guide

							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
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							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
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							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
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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
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							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
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							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
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							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
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							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
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