Comdial QuickQ Agents User Guide

Quick Q

Supervisor’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.

GCA70-302.05 10/02 Printed in U.S.A.

QuickQ Supervisor’s User Guide

TABLE OF CONTENTS

1. The Supervisor Telephone ................................................1

2. The Large Screen Display Telephone ..............................2

3. Description Of The Display (Idle Display) ...................... 3

4. Signing In To QuickQ ........................................................ 3

5. Changing The Mode Of Operation ..................................5

6. Recording Announcements ............................................... 6

7. Reports ................................................................................ 9

8. Monitoring Agents ........................................................... 10

9. Responding To Help ........................................................12

10. Call Processing ............................................................... 14

Receiving ACD Calls....................................................... 14

Using Calling Number ID............................................... 14

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

Assigning An Account Code........................................... 15

11. Things To Remember .................................................... 16

12. Log-in Procedure ...........................................................17

13. Responding to Request for Help ................................... 18

14. Supervisor’s Menu ......................................................... 19

This page intentionally left blank.

QuickQ Supervisor’s User Guide

1. THE SUPERVISOR TELEPHONE

• The QuickQ is designed to operate with Comdial’s digital LCD speakerphones. Your telephone technician will program a QuickQ button on your telephone. sign into the QuickQ.

Handset

Telephone Speaker

Dialpad

Vo lu me Up

Volume Down

Microphone Opening

This button enables you to

LCD Alphanumeric Display

QQSCS

Interactive Buttons (NOT programmable)

Programmable Buttons

2 Intercom QuickQ Line Group Headset Park Page Caller ID

Intercom Button*

Transfer/Conference Button*

Hold Button*

* NOTE: These button locations may be reprogrammed by installer.

• You do not need individual telephone lines appearing on your telephone in order for you to answer calls.

• The following features can be programmed on the programmable buttons at your telephone:

• Intercom • Page

• QuickQ • Headset

• Line Group • Caller ID

• Park

Oct ‘02 Comdial 1

The Large Screen Display Telephone

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

Figure 2-1 Example of Large Screen Display

2 Comdial Oct ‘02

QuickQ Supervisor’s User Guide

3. 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.

4. SIGNING IN TO QUICKQ

• Press the QuickQ button.

Quick Q Group Name BUSY HELP LOG

After 2 seconds

Agent ID: RETRY QUIT

• This display notifies you that your are about to log into QuickQ, then prompts you to enter your agent ID number.

• Use the keypad to enter your ID number. Press the RETRY interactive button if you enter an incorrect digit.

Valid Agent ID

Password: RETRY QUIT

This display prompts you to enter your password.

Oct ‘02 Comdial 3

Signing In To QuickQ

• Enter your password digits.

Valid Password

Answer Call? YES NO

• You will have full access to all supervisor functions, regardless of whether or not you decide to become part ot the answering queue.

• If you want to answer ACD calls for your group, press the YES interactive button. ACD calls will be sent to you according to the agent availability and your priority level. If you do not want to be part of the answering group, press the NO interactive button.

Group 1 :Day MENU MODE LOG

This display is the idle display. If you are accepting ACD calls, they will only be sent to you while you are in the idle state.

• The above display indicates you are now signed into Group 1, and the group is in Day mode. To access the supervisor menu, press the MENU interactive button. To change the mode of operation, press the MODE interactive button. To log out of QuickQ, press the LOG interactive button

• Three modes of operation are available; day, night or special.

Day

Night

Special

4 Comdial Oct ‘02

Day announcements and call routing.

Night announcement and disconnect.

Special announcement and disconnect.

+ 18 hidden pages