Vertical Communications Scout Telephone User Manual

Loading...

Quick Q

Supervisor’s User Guide for the Scout Telephone

GCA70-345.02 11/00

Printed in U.S.A.

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.

QuickQ

GCA70-345

Contents

The Scout Telephone for Supervisors . . . . . . . . . . . . . 1 Description of the Display (Idle Display). . . . . . . . . . . 2 Signing-in to QuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Changing the Mode of Operation . . . . . . . . . . . . . . . . 5 Recording Announcements. . . . . . . . . . . . . . . . . . . . . . 6 Viewing Current Reports . . . . . . . . . . . . . . . . . . . . . . . 9 Monitoring Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Responding to Help . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Receiving ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Placing Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . 13 Transferring an ACD Call . . . . . . . . . . . . . . . . . . . . . 14 Assigning an Account Code . . . . . . . . . . . . . . . . . . . . 14 Things to Remember . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Log-in Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Responding to Request for Help . . . . . . . . . . . . . . . . 16 Supervisor’s Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Supervisor’s User Guide for the Scout Telephone

i

GCA70-345

QuickQ

Notes

ii

Supervisor’s User Guide for the Scout Telephone

QuickQ

GCA70-345

The Scout Telephone for Supervisors

QuickQ versions using software release 3.0 (or later) allow the use of up to nine Scout 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 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.

All displays shown in this guide are as seen on the 20-character (10 characters x two lines) Scout display.

Supervisor’s User Guide for the Scout Telephone

1

QuickQ

GCA70-345

Description of the Display (Idle Display)

Quick Q

Group 01

 

 

ByHpLg

 

 

This line indicates your present status.

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

Scout Interactive Button Definitions

Scout

Standard

Scout

Standard

Display

Display

Display

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

 

 

 

 

 

 

2

Supervisor’s User Guide for the Scout Telephone

QuickQ

GCA70-345

Signing-in to QuickQ

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

Welcome -> QuickQ

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

After 2 seconds

 

Agt ID:

 

Rt

Qt

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.

 

Valid Agent ID

Password:

 

Rt

Qt

This display prompts you to enter your password.

Supervisor’s User Guide for the Scout Telephone

3

+ 16 hidden pages