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 from the 
Log Procedure, the system asks 
which group you wish to log out 
from. You can press the 
OUT 
interactive button to log out of 
the group shown on the display. 
Yo u
 can press the SKIP interac-
tive button to display the next group. Press the 
ALL interactive button to log out of all the 
groups that have more than one agent.
(c)  The last agent cannot log out of 
QuickQ if the group is in day 
mode. If attempted, the follow-
ing screens will appear:
  
:        
       
        
                
 
                          
                       
 QuickQ Group Name
BUSY HELP LOGQQ Group01
ByHpLg
Group02 Dy
MnMdLgGroup Name :Day
MENU MODE LOG
Log Procedure
IN CANCEL OUTLog Proced
ure InCnOt
Group Name
OUT SKIP ALLGroup01
OtSkAl
Can’t Sign Out
CANCELCan’t Sign
Out Cn
Busy
CANCEL HELP LOGBusy
CnHpLg
after 2 seconds 
						

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44 Comdial October, 02
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. 
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 con-
nected.
1.3.2  ANSWERING MANUALLY
In the manual answer mode, when a call arrives at your telephone, the telephone will ring. 
•  Lift the handset or press the SPEAKER button 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 the 
BUSY 
interactive button. QuickQ will 
either redirect the call to another 
Agent, or it will show All 
Agents Busy! on the display if no one is available to take the call. 
 If the display shows 
All Agents Busy!, you cannot make your telephone busy.
                    
 Scout Display
                    
                                                                
                                 
Log Procedure
IN CANCEL OUTLog Proced
ure InCnOt
Log Procedure
IN CANCEL OUTLog Proced
ure InCnOt
after 2 seconds
Sub-Group Name:01:20
BUSY01:20
By
All Agents Busy!
BUSYAll Agent
By 
						

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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 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 
the 
READY interactive button to 
return to Ready mode.
1.3.4  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 
the 
BUSY interactive button. 
•  To return to the ready mode, press 
the 
CANCEL interactive button.
1.3.5  REQUESTING HELP
When necessary, you can use this procedure to request help from your Supervisor.
1.  While engaged on a call, press the 
HELP interactive button.  If the 
Supervisor is busy or unavailable 
(after 5 seconds of prompting) your 
telephone display shows Super
-
visor Busy!. You can either retry or cancel the request.
                                                                
                    
                   
:               
                    
Busy
CANCEL HELP LOGBusy
CnHpLg
Waiting : 00
READY ALL BUSY
Wrap-up->20 sec
READY ACC BUSY
WT: >T
RdAlBy
WrpUp: 000s
RdAcBy
after 2 seconds
Busy
CANCEL HELP LOGBusy
CnHpLg
Line Name Sub Grp Name
ACC WRAP HELPLinNameSup
p901AcWpHp 
						

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46 Comdial October, 02
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 caller after 
receiving assistance from the Supervisor.
4.  While in conference with the 
Supervisor, you can press the 
RELEASE button to drop the 
Supervisor from the call or transfer 
the call to the Supervisor.
1.3.6  TRANSFERRING CALLS IN OR OUT OF QUICKQ
Use this procedure to transfer calls to insure proper updating of call statistics.
1.  Press Wrap-Up.
2.  While on the call, press the telephone’s TRANS button.
3.  Dial the intercom number of the station to receive the transfer. The system will transfer the call.
1.3.7  MAKING AN OUTGOING CALL
To make an outside call, press the LINE 
GROUP 
button 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.
                     
                  
Super Redy
Cf  HdSupervisor Ready!
CONF HOLD
Line Name: Held
CONF RETURN TRANSLinName He
Ld! CfRnTR
Ln Name: Supvr Name
CONF RETURN TRANSLinName
CfRnTR
Outgoing
ACC WRAP-UP HELPOutgoing
ACWpHp 
						

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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 abandon and return to the original screen.
2.  Press OK to verify the code or 
RETRY if you enter an incorrect 
account code. 
 If the code is 
invalid, the system prompts you to 
re-enter the code.
1.3.9  USING CALLING NUMBER ID
1.  The Calling Number ID feature 
displays the customer’s name or 
telephone number on the agent set. 
When a call rings at an agent set, 
the following screen appears for 
about three seconds. The Group 
Name and Sub-Group Name is displayed.
2.  If the Calling Number ID feature is 
enabled, the previous screen 
changes after three seconds. Caller 
information that can be less than or 
equal to eight digits will be dis
-
played. The length of time the 
caller has waited will also appear on the same line.
3.  If the Caller ID information con-
tains more than eight digits, the 
screen below will appear after three 
seconds. Note that the length of 
time the caller waited no longer 
exists on this screen.
Acc Cd:
Rt  ExAcc Code: ___
RETRY EXIT
Account Description
RETRY OKAcc Desc:
Rt  Ok
Group Name Sub-Grp Name
RETRY OK
##############
######## 01:20 
						

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48 Comdial October, 02
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 time the caller waited 
when a call rings at an agent set.
7.  When an agent picks up the call, 
the screen changes to display the 
Line Group Name and the Line #.
1.4  Operating As a Supervisor
As a Supervisor, you can log in at either the QuickQ console or the Digital Communications System 
 telephone.
1.4.1  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:
                   
########Line Group Name
##############
Line Group Name 01:20
Line Group Name Line# 
						

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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 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 operations 
section of this guide for message recording and playback information.
Use the following procedure to record a message.
1.  Press the MENU interactive but-
ton.
2.  Press the MSG interactive 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
 RETRY if you enter an 
invalid number, Press 
CLEAR to 
clear all message or 
QUIT to return 
to the main menu. 
Group01: Dy
MnMdLgGroup 1 :Day
MENU MODE LOG
Group 1 :Day
MENU MODE LOGGroup01: Dy
MnMdLg
Waiting:02> T:00
MSG REPORT AGENT
Msg#:
RtCrQtMessage #:
RETRY CLEAR QUIT
Wt: >T
MsRpAg 
						

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50 Comdial October, 02
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 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.
6.  To review the message, press the 
PLAY interactive button.
7.  The system plays the message 
through the handset.
8.  Press YES to accept the message 
or 
NO to re-record the message.
1.4.3  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.
              
                          
Message 01: 00sec
REC PLAY QUITMsg01: 000s
RcPyQt
Recording Msg 01
STOPRecord Msg
01 St
Accept Message?
YES NO PLAYAccept MSG
YsNoPy
Playing Msg 01
STOPPlay Msg01
St
Accept Message?
YES NO PLAYAccept Msg
YsNoPy 
						

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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 QUIT again to return to the Supervisor’s menu.
1.4.4  VIEWING THE CURRENT CALL STATISTICS
QuickQ causes 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 the MENU interactive button.
2.  Press the REPORT interactive 
button.
Accept Message?
YES NO PLAYAccept Msg
YsNoPy
Waiting:02>T:00
MSG REPORT AGENTWt:00 >T00
MsRpAg
Agent Id: ___
SCAN RETRY QUITAgt Id: ___
SnRtQt
Agent Name :Incall
SCAN SELECT QUITAgnt Name:
SnSeQt
Agnt101:Idle
SCAN SELECT QUITAgnt101:Id
Le SnSeQt
Waiting:  02 >T:00
MSG REPORT AGENTWt >T
MsRpAg 
						

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52 Comdial October, 02
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 Used on the Scout Display
Scout DisplayStandard DisplayScout DisplayStandard Display
AbABORTOkOK
AcACCOtOut
AgAGENTPyPLAY
AlALLQtQUIT
AsANSWERRdREADY
ByBUSYRcRECORD
CnCANCELRjREJECT
CrCLEARRsRELEASE
CfCONFRpREPORT
DyDAYRtRETRY
ExEXITRnRETURN
HpHELPSnSCAN
HdHOLDSeSELECT
InINSkSKIP
LgLOGSpSPEC’L
LgLOGOUTStSTOP
MnMENUTrTRANS
MdMODEVcVOICE
MsMSGWpWRAPUP
NtNIGHTYsYES
NONO
A:123 L:4
QtAns:  123 Lost:  4
QUIT