Comdial Scout II User's Guide

Quick Q

Agent’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.

GCA70-382
10/02
Printed in U.S.A.

QuickQ Agent’s User Guide-Scout II

Table of Contents

1. THE SCOUT II TELEPHONE FOR AGENTS................1

2. DESCRIPTION OF THE DISPLAY (IDLE DISPLAY) .3

3. INTERACTION WITH FX II ............................................4

4. SIGNING-IN TO QUICKQ................................................5

5. RECEIVING AN ACD CALL............................................7

6. TRANSFERRING AN ACD CALL ...................................8

7. REQUESTING HELP.........................................................9

Selecting Conferencing During Help..............................9

Selecting Hold During Help ..........................................10

8. WRAP-UP: DISCONNECTING FROM A CALL........11

9. PLACING OUTGOING CALLS .....................................12

Assigning an Account Code...........................................12

10. ALARM CONDITION....................................................13

11. THINGS TO REMEMBER ............................................14

12. LOG-IN PROCEDURE...................................................15

13. INCOMING CALL FLOWCHART..............................16

Log-In for Multiple Groups ..........................................17

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Contents

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QuickQ Agent’s User Guide-Scout II

1. THE SCOUT II TELEPHONE F OR
AGENTS

• 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.

• 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.

Oct 02 Comdial 1

The Scout II Telephone for Agents

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

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

2 Comdial Oct, 02

QuickQ Agent’s User Guide-Scout II

2. DESCRIPTION OF THE DISPLAY
(IDLE DISPLAY

Quick Q Group 01

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

This line indicates your present status.

Scout Interactive Button Definitions

Scout

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

Standard

Display

)

ByHpLg

Scout

Display

Standard

Display

Oct 02 Comdial 3

Interaction with FX II

3. INTERACTION WITH FX II

• To access FX-II features, press the ACD button to exit QuickQ,
if enabled. Then, press F4 (intercom) followed by the desired
code.

• Your telephone will respond normally when you access FXII
features. During FX II operation, QuickQ will be suspended.
This is indicated by a flashing red light above the ACD button.
After completing the FX II feature, press the ACD button to
resume ACD operation.

• Do Not Disturb prevents your phone from ringing on non-ACD
calls; that is, intecom calls and personal calls.

• Call Forward forwards non-ACD cals only; that is, intercom
calls and personal calls.

4 Comdial Oct, 02