Comdial GCA70-38, Quick Q User Manual

Quick Q

Supervisor’s User Guide for the

Scout II Telephone

Comdial® strives to design the features in our communications
systems to be fully interactive with one another. However, this is not
always possible, as the combinations of accessories and features are
too varied and extensive to insure total feature compatibility.
Accordingly, some features identified in this publication will not operate
if some other feature is activated. Comdial disclaims all liability relating
to feature non-compatibility or associated in any way with problems
which may be encountered by incompatible features. Notwithstanding
anything contained in this publication to the contrary, Comdial makes
no representation herein as to the compatibility of features.

GCA70-381
10/02
Printed in U.S.A.

QuickQ Supervisor’s User Guide-Scout II

i

Table of Contents

1. The Scout II Telephone for Supervisors .......................... 1

2. Description of the Display (Idle Display) ......................... 3

3. Signing-in to QuickQ ......................................................... 4

4. Changing the Mode of Operation ..................................... 6

5. Recording Announcements ............................................... 7

6. Viewing Current Reports ................................................ 10

7. Monitoring Agents ........................................................... 11

8. Responding to Help .......................................................... 13

9. Call Processing ................................................................. 15

Receiving ACD Calls....................................................... 15

Placing Outgoing Calls ................................................... 15

Transferring an ACD Call ............................................. 15

Assigning an Account Code............................................ 16

10. Things to Remember ..................................................... 17

11. Log-in Procedure ...........................................................18

12. Responding to Request for Help ................................... 19

13. Supervisor’s Menu ......................................................... 20

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QuickQ Supervisor’s User Guide-Scout II

Oct 02 Comdial 1

1. THE SCOUT II TELEPHONE FOR

SUPERVISORS

• QuickQ versions using software release 3.0 (or later) allow the

use of up to nine Scout II digital wireless telephones. Using
these telephones provides users with maximum freedom to
move about within the call center. For a complete description
of the Scout II telephone, refer to document GCA70-380, Scout
II User’s Guide for FX, DXP, DXP Plus Systems.

• The F1 button should be programmed as the OAI button

(labeled ACD) on your Scout II telephone. This button enables
you to sign into QuickQ. Buttons F2, F3, and F4 should be
programmed to function the same as the three interactive
buttons on the proprietary 12-button and 24-button telephones
while QuickQ is active.

The Scout II Telephone for Supervisors

2 Comdial Oct 02

• All displays shown in this guide are as seen on the 16-character
(8 characters x two lines) Scout II display.

Figure 1-1 Scout II Telephone

1. Ringer ON/OFF switch 9. Head Set Jack

2. Message Display 10. Volume (R/VOL) Button

3. Transfer/Conference (T/C) Button 11. MUTE Button

4. Talk Button 12. Hold Button

5. Numeric Keypad 13. Tap Button

6. Function Button 14. Redial Button

7. Function Button 15. Channel Button

8. Microphone 16. Function Button

17. Function Button

QuickQ Supervisor’s User Guide-Scout II

Oct 02 Comdial 3

2. DESCRIPTION OF THE DISPLAY
(IDLE DISPLAY

)

Scout Interactive Button Definitions

Scout

Display

Standard

Display

Scout

Display

Standard

Display

Ab ABORT Ok OK

Ac ACC (account) Ot OUT

Ag AGENT Py PLAY

Al ALL Qt QUIT

As ANSWER Rd READY

By BUSY Rc RECORD

Cf CONF Rj REJECT

Cn CANCEL Rs RELEASE

Cr CLEAR Rp REPORT

Dy DAY Rt RETRY

Ex EXIT Rn RETURN

Hp HELP Sn SCAN

Hd HOLD Se SELECT

In IN Sk SKIP

Lg LOG Sp SPEC’L (special)

Lg LOGOUT St STOP

Mn MENU Tr TRANS (transfer)

Md MODE Vc VOICE

Ms MSG (message) Wp WRAPUP

Nt NIGHT Ys YES

No NO

Quick Q Group 01

ByHpLg

This line indicates your present status.

This line indicates the function of the interactive buttons.
Please refer to the following table for the interactive
button definitions.

Signing-in to QuickQ

4 Comdial Oct 02

3. SIGNING-IN TO QUICKQ

• Press the ACD (F1) button (OAI button).

This display notifies you that you are about to log into QuickQ.

This display prompts you to enter your ID number.

• Use the keypad to enter your ID number. Press the Rt (retry)
Interactive button if you enter an incorrect digit.

This display prompts you to enter your password.

• Enter your password digits

You will have full access to all supervisor functions regardless of

your choice.

Welcome ->QuickQ

Agt ID:

Rt Qt

Password:

Rt Qt

Answer Call?

Ys No