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Summary of Contents for Comdial GCA70-38
- Page 1 Quick Q Agent’s User Guide for the Scout II Telephone...
- Page 2 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.
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Page 3: Table Of Contents
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 Oct ‘02 Comdial... - Page 4 Contents This page is intentionally blank. Comdial Oct ‘02...
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Page 5: The Scout Ii Telephone For Agents
(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... - Page 6 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 Comdial Oct, 02...
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Page 7: Description Of The Display (Idle Display)
ABORT ACC (account) AGENT PLAY QUIT ANSWER READY BUSY RECORD CONF REJECT CANCEL RELEASE CLEAR REPORT RETRY EXIT RETURN HELP SCAN HOLD SELECT SKIP SPEC’L (special) LOGOUT STOP MENU TRANS (transfer) MODE VOICE MSG (message) WRAPUP NIGHT Oct 02 Comdial... -
Page 8: Interaction With Fx Ii
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. Comdial Oct, 02... -
Page 9: Signing-In To 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. Password: This display prompts you to enter your password. Oct 02 Comdial... - Page 10 • if you do not answer an ACD call sent to you. • if you place or answer an internal call • if you answer a transferred call • if you place an outgoing call during the wrap-up time Comdial Oct, 02...
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Page 11: Receiving An Acd Call
“All Agents busy”. You must then answer to avoid losing the call. • To answer the call, lift the Handset, or if using a headset, press TALK. LinNameSupp AcWpHp • During your conversation, the display remains on your telephone. Oct 02 Comdial... -
Page 12: Transferring An Acd Call
• Press the Wp (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). Comdial Oct, 02... -
Page 13: Requesting Help
(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. Oct 02 Comdial... -
Page 14: Selecting Hold During Help
• This action places the caller on hold and connects you directly with your supervisor. Cf (conference) Connects the supervisor, caller, and yourself. Rt (return) Return to the caller and release the supervisor. Tr (transfer) Transfer the caller to the supervisor and After 2 seconds disconnect yourself. Comdial Oct, 02... -
Page 15: Wrap-Up: Disconnecting From A Call
Indicates which agent’s conversation you are monitoring. Press Sn (scan) to have the system select another agent, or press Qt (quit) to enter another agent’s ID. Press Qt (quit) twice to return to the idle display. Oct 02 Comdial... -
Page 16: Placing Outgoing Calls
• To assign an account code to a call, press the Ac (account) interactive button during or after the call. Account codes must be preset by the supervisor and can be used on both incoming and outgoing calls. LinName Supp901 WrpUp---> 000s RdAcBy Acc Cd:___ Comdial Oct, 02... -
Page 17: Alarm Condition
• An alarm tone sounds on your telephone when waiting calls have exceeded the time on hold set by your supervisor. Alarm Display >T: • This alarm will sound regardless of your activitiy (idle, busy, or on a call). Oct 02 Comdial... -
Page 18: Things To Remember
• You cannot log out if you are the last agent in the gorup. 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. Comdial Oct, 02... -
Page 19: Log-In Procedure
QuickQ Agent’s User Guide-Scout II 12. LOG-IN PROCEDURE Welcome >QuickQ Agt ID: Password: QuickQ: Group01 Busy Log Procedure QuickQ Group 01 ByHpLg Oct 02 Comdial... -
Page 20: Incoming Call Flowchart
Incoming Call FlowChart 13. INCOMING CALL FLOWCHART Comdial Oct, 02... -
Page 21: Log-In For Multiple Groups
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. Oct 02 Comdial... - Page 22 Incoming Call FlowChart This page is intentionally blank. Comdial Oct, 02...
- Page 23 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.
- Page 24 GCA70-382 10/02 Printed in U.S.A.