Automatic Answer Mode; Manual Answer Mode; Describing Quickq Group Features; Alarm Threshold (Calls In Queue) - Comdial DXP Plus Manual

GCA70-271

Describing QuickQ Group Features

Each Group Supervisor can program these features independently for each group to meet its specific
requirements.
Alarm Threshold (Time)
Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls waiting in
queue (default period is 45 seconds).

Alarm Threshold (Calls in Queue)

Provides an indication to Agents & Supervisors that the number of calls waiting in queue has gone
beyond the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set to a number higher
than zero (0), an audible tone will go off at all Agent's telephones when that preset number of calls has
reached the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set equal to zero (0), the
alarm will not go off even if calls have reached the Alarm Threshold (Time). Statistics will still be
collected for MIS Reports.

Automatic Day-to-Night Mode

Each Group Supervisor can set their group to automatically switch from day mode to night mode.
•
In night mode, the system answers the incoming calls, plays the prerecorded night announcement, and
releases the call.
•
The system will automatically log all agents out when all calls holding, prior to night mode are
answered.

Automatic Night-to-Day Mode

QuickQ switches from night mode to day mode when the first Agent of the group logs into the system to
take calls. This ensures there is always someone logged in to take calls before the system accepts them.

Automatic Answer Mode

An Agent that operates in the automatic answer mode wears a head set. For incoming calls, the system
rings the agent's telephone and connects the call directly to it.

Manual Answer Mode

An Agent in manual answer mode chooses to answer the incoming call or to reject it using the interactive
buttons on his or her telephone.
Introducing The QuickQ System
Introducing The QuickQ System 1-7