Comdial Quick Q Instructions Manual
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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 message,
press NO. The system will immediately begin recording again.
Message 01: 00 seconds
REC PLAY QUIT
Indicates the current time recorded for this message
Recording Message 01
STOP
Indicates which message you are recording
Accept Message?
YES NO PLAY
Allows you to review, reject or access the message recorded.
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
callers.
• If your system is programmed to leave returned numbers in the
redial queue, the display shows a 7 character next to the
returned numbers. To determine who viewed the number and
returned the call, dial the 6 button.
Playing Message 01
STOP
Indicates which message is being played.
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 the day.
• To return to the idle display, press QUIT.
Waiting: 02 >T: 00
RETRY CLEAR AGENT
This display is the supervisor’s menu display.
Ans: 123 Lost: 4
QUIT
Indicates the cumulative answered and lost calls on the group’s lines for
the day.
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 RETRY
Louise: >00:45
SCAN SELECT QUIT
Indicates the selected agent and the time the agent has been in
his or her current state.
Louise :Incall
SCAN SELECT QUIT
Shows the current state of the selected agent. This agent
is on an incoming call.
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 agents ID. Press QUIT twice to return to the idle display. Monitor: Louise Indicates which agent’s conversation you are monitoring. SCAN QUIT
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 the day mode Request for Help ANSWER REJECT Indicates an agent is requesting your assistance. Louise Calling! ANSWER REJECT Indicates the name of the agent requesting help.
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
CANCEL
Indicates the name of the agent requesting help.
Louise
Indicates the name of the agent requesting help.Louise Line 10
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 Identification (ANI), the callers number will flash in the lower portion of the display. • If you answer the call, the number appears in the upper half of the display. Caller’s NumberCaller’s Number Flashes Caller’s 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 most recent call appears first in the list. To see the next most recent call, press your CID button again. • To dial one of the numbers stored in the redial queue, press the programmed SAVED NUMBER REDIAL button and the system will automatically redial the number displayed. • If your system is programmed to leave returned numbers in the redial queue, the display shows a 6 character next to the returned numbers. To determine who viewed the number and returned the call, dial the 6 button. 10.3 Placing Outgoing Calls • Select an outgoing line and dial the number. Please refer to the Agents User Guide for details on placing outgoing calls. 10.4 Assigning An Account Code • Account codes can be assigned to both incoming and outgoing calls. Multiple account codes can be given to individual calls. Please refer to the Agents User Guide for details on assigning account codes.
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 to make your station busy when you leave your desk or when you are unable to answer ACD calls.