Quick Q
Agent’s User Guide
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.
GCA70-278.05
10/02
Printed in U.S.A.
QuickQ Agent’s User Guide
1. THE AGENT TELEPHONE ..............................................1
2. THE LARGE SCREEN DISPLAY TELEPHONE...........2
Description of the Display (Idle Display) ......................3
3. INTERACTION WITH DXP/FXS SYSTEM ...................3
4. SIGNING-IN TO QUICKQ................................................4
5. RECEIVING AN ACD CALL............................................6
6. TRANSFERRING A CALL................................................7
7. REQUESTING HELP.........................................................8
Selecting Conferencing During Help..............................8
Selecting Hold During Help ............................................9
8. WRAP-UP: DISCONNECTING FROM A CALL.........10
9. PLACING OUTGOING CALLS .....................................11
Assigning an Account Code...........................................11
10. ALARM CONDITION....................................................13
11. THINGS TO REMEMBER ............................................14
12. LOG-IN PROCEDURE...................................................15
Log-in for Multiple Groups...........................................16
13. INCOMING CALL..........................................................17
Oct ‘02 Comdial i
Contents
This page is intentionally blank
ii Comdial Oct ‘02
QuickQ Agents User Guide
1. THE AGENT TELEPHONE
• The QuickQ is designed to operate with Comdial digital LCD
speakerphones. Your telephone technician will program a
QuickQ button on your telephone. This button enables you to
sign into the QuickQ.
LCD Alphanumeric
Display
QQSCS
Interactive Buttons
(NOT programmable)
Handset
Telephone
Speaker
Dialpad
Vo lu me Up
Volume Down
R
Microphone Opening
Programmable
Buttons
2 Intercom
QuickQ
Line Group
Headset
Park
Page
Caller ID
Intercom Button*
Transfer/Confer ence
Button*
Hold Button*
* NOTE: These button locations may be reprogrammed by installer.
• You do not need telephone lines appearing on your telephone to
answer calls.
The following features can be programmed on the programmable
buttons at your telephone:
Intercom Line Grp Page Caller ID
QuickQ Park Headset
Oct ‘02 Comdial 1
The Large Screen Display Telephone
s
2. THE LARGE SCREEN DISPLAY
TELEPHONE
• This telephone provides a 24-character wide, six line high liquid
crystal display (LCD).
• The large screen display telephone also provides 13 interactive
buttons for use that are under software control (five along each
side of the display and three along the bottom).
• QuickQ uses the top three lines of the display and one button on
each side of the display for special purposes detailed in the
illustrations below.
• Lines five and six of the display and the bottom three buttons
provide the same information as do the telephones that have a
16-character by two line display.
Call Waiting Time
NN MM:SS
GP SELECT NEXT
XXXXXXXXXXXXXXXX
XXXXX
Line 1: Display Title
Line 2: NN = total number of calls waiting in all of this agent’s call groups
MM:SS = amount of time that the longest queued call has been waiting
Line 3: GP SELECT = interactive button for choosing grade of service for
different groups
NEXT = interactive button for switching display screens
Line 4: Blank line
Line 5: ACD Interface Messages
Line 6: ACD Interactive Button
XXXXX XXXXX
CALL.CDR
2 Comdial Oct ‘02
QuickQ Agents User Guide
2.1 Description of the Display (Idle
Display)
Quick Q Group Name
BUSY HELP LOG
This line indicates the function of the interactive buttons.
This line indicates your present status.
3. INTERACTION WITH DXP/FXS
SYSTEM
• To access system features, press the programmed feature button.
To access additional features, press the QuickQ button and then
press the “OPTIONS” interactive button.
• Your telephone will respond normally when you access system
features.
This is indicated by a flashing red light beside the QuickQ
button.
button to resume ACD operation.
• Do Not Disturb prevents your phone from ringing on non-ACD
calls; that is, intercom calls and personal calls.
• Call Forward forwards non-ACD calls only; that is, intercom
calls and personal calls.
Oct ‘02 Comdial 3
During feature operation, QuickQ will be suspended.
After completing the system feature, press the QuickQ
Signing-in to QuickQ
4. SIGNING-IN TO QUICKQ
• Press the QuickQ button.
Quick Q Group Name
BUSY HELP LOG
After 2 seconds
Agent ID:
Retry Quit
• Use the keypad to enter your I.D. number. Should you enter an
incorrect digit, press the RETRY interactive button.
Valid Agent ID
Password:
Retry Quit
• Enter your password digits.
Valid Password
QuickQ Group Name
BUSY HELP LOG
4 Comdial Oct ‘02
QuickQ Agents User Guide
• The above display indicates that you are now signed-in as an
ACD agent, ready to accept incoming calls.
If it is necessary
for you to leave your desk, press the BUSY interactive button.
This will prevent the ACD from sending calls to you when you
are unable to answer.
Pressing Busy
Busy
CANCEL HELP LOG
• The system will automatically set your telephone to Busy under
the following conditions:
1. If you do not answer an ACD call sent to you.
2. If you place or answer an internal non-ACD call.
Oct ‘02 Comdial 5
Receiving an ACD Call
5. RECEIVING AN ACD CALL
• When an ACD call is directed to you, your telephone will ring
and the display will indicate the following:
Group Name Sub-Group Name
BUSY
The group is identified on the display
After 2 seconds
Sub-Group Name 01:20
BUSY
The time the call has waited is displayed
• If you do not answer this call within the programmed redirect
threshold time, the call will automatically go to another agent.
When the call is redirected, the ACD will automatically make
your telephone busy.
• If you are unable to take this call, press the BUSY interactive
button, the system will redirect the call to another idle agent.
If
there are no available agents, your display will indicate “All
Agents Busy.”
• To answer the call lift the Handset; or if using a headset, press
the SPEAKER button.
Sub-Group Name Line Name
ACC WRAP-UP HELP
• During your conversation, the above display remains on your
telephone.
6 Comdial Oct ‘02
QuickQ Agents User Guide
6. TRANSFERRING A CALL
• When transferring a call, be aware that you are responsible for
the transferred call until the intended party answers the call.
Line Name Sub-Group Name
ACC WRAP-UP HELP
• To transfer a call, press either the PARK button or the
TRANSFER button.
• Announce the call to the intended party (paging may be helpful
for this).
• Press the WRAP-UP interactive button to disconnect from that
call. Your display will enter the WRAP-UP mode (refer to page
10).
• If the transferred call is not answered, the call will automatically
recall to your telephone (regardless of your activity).
Oct ‘02 Comdial 7
Requesting Help
N
7. REQUESTING HELP
• The Help function calls the supervisor without interrupting your
present conversation.
• During your conversation, press the HELP interactive button.
Requesting Help!
When the supervisor responds to your request:
Supervisor Ready
CONF HOLD
After 2 seconds
Supervisor’s
ame
Jan Calling
CONF HOLD
• You now have the option to add the supervisor to your
conversation (CONFerence) or to place the caller on HOLD
while you discuss the situation with your supervisor.
7.1 Selecting Conferencing During Help
• After requesting HELP, press the CONF interactive button to
conference the supervisor, the caller and yourself.
Line Name Jan
RELEASE TRANS
Supervisor’s Name
8 Comdial Oct ‘02
QuickQ Agents User Guide
• The top line of the display identifies the line and supervisor,
indicating a conference.
to drop the supervisor from the call.
Press the RELEASE interactive button
Press the TRANS
interactive button to send this call to the supervisor.
7.2 Selecting Hold During Help
• Press the HOLD Interactive button.
Line Name HELD!
CONF RETURN TRANS
• This action places the caller on hold and connects you directly
with your supervisor.
CONF
RETURN
TRANS
Connects the supervisor, caller, and yourself.
Return to the caller and release the supervisor.
Transfer the caller to the supervisor and
disconnect yourself.
Oct ‘02 Comdial 9
Wrap-up: Disconnecting from a Call
8. WRAP-UP: DISCONNECTING
FROM A CALL
• To complete a call, hang up the receiver. The system provides a
preprogrammed wrap-up time to allow you to complete any
after call work.
directed to you.
During the wrap-up time, no calls will be
Wrap-up----------------->020 seconds
READY ACC BUSY
Total Calls
Waiting
After 2 secondsAfter 2 seconds
Waiting: 12 >T:03
READY ACC BUSY
Calls Beyond
Alarm
• The display indicates the number of calls holding and the
number of calls waiting longer than the programmed acceptable
time (alarm threshold).
• After the wrap-up time has expired, your telephone will return to
the IDLE display.
• You can bypass the wrap-up time by pressing the READY
interactive button, or you can select the BUSY interactive
button during the wrap-up time, should you require more time
or need to leave your desk.
10 Comdial Oct ‘02
QuickQ Agents User Guide
9. PLACING OUTGOING CALLS
• Select any outgoing line.
Outgoing Call
ACC WRAP-UP HELP
Number dialed is displayed
9.1 Assigning an Account Code
• To assign an account code to a call, press the ACC Interactive
button during or after the call.
the supervisor.
Account codes can be used on both incoming
and outgoing calls.
Account codes must be preset by
Line Name Sub-Group Name
ACC WRAP-UP HELP
Wrap-up --------------------->020 seconds
READY ACC BUSY
Acc Code:___
RETRY EXIT
Oct ‘02 Comdial 11
Placing Outgoing Calls
• Enter the Account Code with the telephone key pad. If you enter
an incorrect digit, press the RETRY interactive button.
Account Description
RETRY OK
• If correct press the OK interactive button to return to the
previous state.
• Calls can have more than one account code. To enter additional
codes, repeat above exercise for each.
12 Comdial Oct ‘02
QuickQ Agents User Guide
10. ALARM CONDITION
• An alarm tone sounds on your telephone when waiting calls
have exceeded the time on hold set by your supervisor.
Alarm Display
Waiting 12 >T:3
XXX XXX XXX
• This alarm will sound regardless of your activity (idle, busy, or
on a call).
Oct ‘02 Comdial 13
Things to Remember
11. THINGS TO REMEMBER
• If your display is showing the time and date, your telephone is
either not logged-in or QuickQ is suspended.
button to resume.
• QuickQ will automatically make your telephone Busy if you
miss an ACD call.
• QuickQ will temporarily make your telephone Busy if you:
• answer a transferred call
• retrieve a parked call
• answer or place an intercom call
• answer or place a non-ACD call
• When you complete either of the above actions, the system will
automatically return you to your previous state.
• Log out if you are leaving for the day.
Press the QuickQ
• You cannot log out if you are the last agent in the group. At the
preset closing time, the system will automatically log you out.
• Remember to make your telephone Busy if you are leaving your
desk or unable to answer ACD calls.
14 Comdial Oct ‘02
QuickQ Agents User Guide
12. LOG-IN PROCEDURE
Welcome to QuickQ
Agent ID:
RETRY QUIT
Password:
RETRY QUIT
Quick Q: Group Name
BUSY HELP LOG
Busy
CANCEL HELP LOG
Log Procedure
IN CANCEL OUT
Return to FX II
TIME
OPTIONS
Oct ‘02 Comdial 15
Log-in Procedure
12.1 Log-in for Multiple Groups
Group 1?
IN SKIP ALL
QuickQ Multi 03
BUSY HELP LOG
Note: Each group that you belong to is displayed in the order of your
priority in each one. For example, if you belong to three groups (1, 2,
and 3) and your priority is highest in group 3, Group 3 is displayed
first.
16 Comdial Oct ‘02
13. INCOMING CALL
*Group Sub-Group
Sub-Group 01:20
OUTGOING
CALL
Sub-Group Line Name:
ACC WRAP UP HELP
ACC Code: ___
RETRY EXIT
All Agents B usy!
BUSY
BUSY
QuickQ Agents User Guide
Call Redirected
Busy
CANCEL HELP LOG
RETRY OK
Requesting He lp!Account Description
Calling Supervisor Name
Supervisor Ready! Supervisor Busy!
Supervisor Name Calling
CONF HOLD
Sub-Group Line Name:
ACC WRAP-UP HELP
Line Name: Supervisor
RELEASE TRANS
Release Supervisor Name
YES NO
Sub-Group Line Name:
ACC HELP
RETRY CANC EL
Last Name: Held
CONF RETURN TRANS
* Disconnect Caller
Wrap-up------> 20 seconds
*
Waiting: 05 >T:01
READY ACC BUSY
CANCEL
Oct ‘02 Comdial 17
Incoming Call
18 Comdial Oct ‘02
This manual has been developed by Comdial Corporation (the
“Company”) and is intended for the use of its customers and service
personnel. The information in this manual is subject to change
without notice. While every effort has been made to eliminate errors,
the Company disclaims liability for any difficulties arising from the
interpretation of the information contained herein.
The information contained herein does not purport to cover all details
or variations in equipment or to provide for every possible contin
gency to be met in connection with installation, operation, or maintenance. Should further information be desired, or should particular
problems arise which are not covered sufficiently for the purchaser’s
purposes, contact Comdial, Inside Sales Department, Sarasota,
Florida 34232.
-
GCA70-278.05
10/02
Printed in U.S.A.
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