Comdial QuickQ Automatic Call Distributor Instructions Manual

October, 02 Comdial 43
QuickQ System Manager’s Guide
5.  The following screens indicates you are now ready to accept ACD calls:
For Agents:
For Supervisors:
6.  Logging Out:  
(a)  For Agents logged into one 
group:  You can log out from 
QuickQ while in the Ready, 
Busy or Wrap-up modes. To do 
this, press the 
LOG interactive 
button. You are now in the Log Procedure, press the 
OUT interactive button to log out.
(b)  For Agents logged into multiple groups:  After you press the 
OUT interactive button...

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For Supervisors:
Press the LOG interactive button to 
take you to the Log Procedure. 
Then press the 
OUT interactive but-
ton. The screen will ask whether 
you want to exit QuickQ. Press the 
Ye s interactive button to exit.
1.3  Operating As An Agent
1.3.1  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 sys
-
tem automatically connects the call....

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QuickQ System Manager’s Guide
•  When a call has reached the preset 
redirect threshold time, the system 
will forward the call to another 
agent and will make your set 
BUSY 
at the same time. 
1.3.3   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...

Operating the QuickQ System
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2.  When the Supervisor calls you, 
you can either bring him or her into 
the call (conference) 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
 CONF soft 
key. Alternately, you can press 
TRANS to transfer the call to the Supervisor, or press RETURN to get back to the...

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QuickQ System Manager’s Guide
1.3.8  ENTERING ACCOUNT CODES
You can use any screen that has the ACC option to enter an account code to categorize the call 
according to the call type.
1.  Press the ACC interactive 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 
RETRY interactive button and enter the 
correct account code or exit to...

Operating the QuickQ System
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4.  When the call is picked up by an 
agent, Caller ID information that is 
less than or equal to eight digits 
will have the Line Group Name 
appear on the same line.
5.  If the Caller ID information is 
more than eight digits, the screen 
changes to the following when an 
agent picks up the call. The Line 
Group Name no longer exists.
6.  If the Caller ID feature is not 
enabled, the screen changes to dis
-
play the Line Group Name and the 
length of...

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QuickQ System Manager’s Guide
1.  From the Supervisor’s telephone, 
press the 
MODE interactive button.
2.  Select the mode of operation from 
the following displayed options: 
DAY, NIGHT, SPECIAL. After 
you make your selection, the dis
-
play returns to the Supervisor main 
menu and shows the new mode at 
the top right corner.
1.4.2  REVIEWING THE DVA16 ANNOUNCEMENT MESSAGES
You can use your telephone to review and change any announcement message. For messages that are 
to be...

Operating the QuickQ System
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4.  The display shows the message 
length in seconds (it shows 0 sec
-
onds for  new messages). Press the 
REC interactive button, a tone will 
alert you to start recording, speak 
the message into the telephone 
handset. 
5.  When you have finished, press the 
STOP interactive 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...

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QuickQ System Manager’s Guide
Use this procedure to monitor a particular Agent:
1.  Press the MENU interactive but-
ton.
2.  Press the AG E N T interactive but-
ton.
3.  Dial the ID# of the Agent you 
wish to monitor or press 
SCAN 
and let the system select an Agent 
number for you.
4.  Press the SELECT interactive 
button to monitor the Agent’s call.
5.  Press the SCAN interactive button 
to monitor another system selected 
Agent or press 
QUIT to return to 
step 3.
6.  Press...

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3.  Your LCD speakerphone dis-
plays the number of answered 
and abandoned calls.
4.  Press QUIT to return to Supervisor menu.
1.5  QuickQ Displays For Scout Telephones
You may encounter some Scout telephone displays that are not included in the illustrations in the pre-
vious section. To interpret the interrupt button abbreviations used on these displays, refer to the abbre-
viations in the following table:.
Table 3-1  Interrupt Button Abbreviations...