Comdial Quick Q Instructions Manual

QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 7
•  Enter the desired message number.
•  When you are ready to record the announcement, lift the handset 
and press the REC interactive button, Wait for the tone, and then 
start speaking into the handset. Press the STOP interactive 
button when you are finished recording.
.
•  To accept the message recorded press YES. You will then return 
to the Time free display to allow you to continue recording 
additional announcements. If you do not want this...

Recording Announcements
8 Comdial Oct ‘02
•  If you want to review the recorded announcement, press the 
PLAY interactive button.
•  Once you press STOP, you will be prompted to accept, reject or 
review the message again. Press the appropriate interactive 
button.
•  To return to the Idle display, press QUIT
•  Refrain from recording messages during peak calling periods, 
since while you are recording you are using one of the voice 
ports. This could result in longer than usual ring delays for...

QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 9
7.  REPORTS
•  The supervisor can view current reports on answered and 
abandoned call statistics. These statistics are based on the line 
activity for the group.
•  Note:  If your group does not have lines assigned to it, this 
report will show zeros.
•  From the idle display press MENU.
•  This display is the supervisor’s menu display.
•  Press the REPORT interactive button.
•  Indicates the cumulative answered and lost calls on the group’s 
lines for...

Monitoring Agents
10 Comdial Oct ‘02
8.  MONITORING AGENTS
•  The group supervisor can monitor agent activity and silently 
monitor conversation. From the supervisor menu, press the 
agent interactive button.
•  Enter the ID number of the agent you want to monitor, or press 
SCAN, and the system will select an agent for you.
Agent ID:
                                                      QUIT
Allows you to select the specific agent you want, or to have the system
select an agent. SCAN...

QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 11
•  Press the SCAN interactive button to view another agent, or 
press the QUIT interactive button to enter another agents ID.
•  To silently monitor an agents conversation, press the SELECT 
interactive button. You will then be able to listen to the 
conversation without the agent or the caller hearing you.
•  Indicates which agent’s conversation you are monitoring.
•  Press SCAN to have the system select another agent, or press 
QUIT to enter another...

Responding To Help
12 Comdial Oct ‘02
9.  RESPONDING TO HELP
Note:  You must be in the Idle state (see display below) to be available 
to your agents for help.
•  When an agent in your group requests help, your telephone will 
beep and this display will appear.
•  To reject the call for help, press the REJECT interactive button.  
The agent will be notified that you are unavailable.
Group 1                                     :Day
MENU           MODE            QUIT
Indicates Idle state with group 1 in...

QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 13
•  To answer, press the ANSWER interactive button. The system 
will then call the agent.
•  When the agent answers, you will either be connected to the 
agent and the caller, or just the agent (at the agents discretion). 
The agent has the option to transfer the call to you, or 
disconnect you from the conversation. While connected to this 
call, your display will be as follows.
•  To disconnect from the conversation, press QUIT.
Calling Louise...

Call Processing
14 Comdial Oct ‘02
10.  CALL PROCESSING
10.1  Receiving ACD Calls
•  When you sign into the QuickQ, you can choose to accept ACD 
calls, but you cannot transfer a call into any ACD queue. 
However, you can transfer a call to any individual agent using 
the agents intercom number. Please refer to the Agents User 
Guide for details on receiving ACD calls.
10.2  Using Calling Number ID
•  When your system has been configured for using Calling 
Number ID, also known as Automatic Number...

QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 15
•  The system stores numbers that ring on your line but receive no 
answer. If the call has been returned by someone else, dialing 
the 6 key reveals who returned the call. Everyone sharing your 
line can scroll through the stored numbers and choose which 
calls to return.
•  While ring-no answer numbers are stored on your system, your 
programmed CID button will flash. Press this button to see the 
calling number, date, and time the call came in. The...

Things To Remember
16 Comdial Oct ‘02
11.  THINGS TO REMEMBER
•  If your display is showing the time and date, your telephone is 
either not logged-in or the QuickQ is suspended. Press the 
QuickQ button to resume.
•  The agent cannot log out if he or she is the last one in the group 
to answer. To log out after answering last, the agent must 
change the mode of operation to Night or Special and then log 
out.
•  If you choose to accept ACD calls, be sure to log out or press the 
menu interactive button...