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Comdial GCA70-38 User Manual

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Supervisor's User Guide for the
Scout II Telephone

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Summary of Contents for Comdial GCA70-38

  • Page 1 Quick Q Supervisor’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.

  • Page 3: Table Of Contents

    QuickQ Supervisor’s User Guide-Scout II Table of Contents 1. The Scout II Telephone for Supervisors ......1 2. Description of the Display (Idle Display) ......3 3. Signing-in to QuickQ ............4 4. Changing the Mode of Operation ........6 5.
  • Page 4 This page is intentionally blank.

  • Page 5: The Scout Ii Telephone For Supervisors

    (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...

  • 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: Signing-In To Quickq

    Interactive button if you enter an incorrect digit. Password: This display prompts you to enter your password. • Enter your password digits Answer Call? You will have full access to all supervisor functions regardless of your choice. Comdial Oct 02...
  • Page 9 Dy (day) mode. To access the supervisor menu, press the Mn (menu) Interactive button. To change the mode of operation, press the Md (mode) Interactive button. To log out of QuickQ, press the Lg (log) Interactive button. Oct 02 Comdial...

  • Page 10: Changing The Mode Of Operation

    • Press the Interactive button that corresponds to the desired mode of operation for your group as follows: Dy (day) Day announcements and call routing. Nt (night) Night announcement and disconnect. Sp (special) Special announcement and disconnect. Comdial Oct 02...

  • Page 11: Recording Announcements

    Once a voice port is available, the following display is shown. Free: 000s RtCrQt Indicates how much time is currently available for recording. Msg #: ___ RtCrQt Clear all messages or choose a specific message to record. Oct 02 Comdial...
  • Page 12 • To accept the message recorded, press Ys (yes). You will then return to the Time free display to allow you to continue recording additional announcements. If you do not want this message, press No. The system will immediately begin recording again. Comdial Oct 02...
  • Page 13 • To return to the Idle display, press Qt (quit). • Refrain from recording messages during peak calling periods, since while you are recording you are using one of the voice ports. This could result in longer than usual ring delays for callers. Oct 02 Comdial...

  • Page 14: Viewing Current Reports

    Note: If your group does not have lines assigned to it, this report will show zeros. • From the idle display, press Mn (menu). >T MsRpAg • Press the Rp (report) Interactive button. A: 123 L: 4 • To return to the idle display, press Qt (quit). Comdial Oct 02...

  • Page 15: Monitoring Agents

    Indicates the selected agent and the time the agent has been in his or her current sate. After 2 seconds Agnt 101: SnSeQt Shows the current state of the selected agent. This agent is on an incoming call. Oct 02 Comdial...
  • Page 16 Agnt 101 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. Comdial Oct 02...

  • Page 17: Responding To Help

    • To reject the call for help, press the Rj (reject) Interactive button. The agent will be notified that you are unavailable. • To answer, press the As (answer) Interactive button. The system will then call the agent. Oct 02 Comdial...
  • Page 18 The agent has the option to transfer the call to you, or disconnect you from the conversation. While connected to this call, your display will be as follows. Agnt101 Line Name Indicates the name of the agent requesting help. • To disconnect from the conversation, press Qt (quit). Comdial Oct 02...

  • Page 19: Call Processing

    Line Name Supp901 AcWpHp • To transfer a call, press the T/C button. • Announce the call to the intended party (paging may be helpful for this). Oct 02 Comdial...

  • Page 20: Assigning An Account Code

    9.4 Assigning an Account Code Account codes can be assigned to both incoming and outgoing calls. Multiple account codes can be given to individual calls. Please refer to the Agent’s User Guide for details on assigning account codes. Comdial Oct 02...

  • Page 21: Things To Remember

    • If you choose to accept ACD calls, be sure to log out or press the menu Interactive button to make your station busy when you leave your desk or when you are unable to answer ACD calls. Oct 02 Comdial...

  • Page 22: Log-In Procedure

    Log-in Procedure 11. LOG-IN PROCEDURE Welcome >QuickQ Agent ID: Password: Answer Call? Group 1 Group Mode? Exit from QuickQ Log Procedure InCnOt Comdial Oct 02...

  • Page 23: Responding To Request For Help

    QuickQ Supervisor’s User Guide-Scout II 12. RESPONDING TO REQUEST FOR HELP Request for Help Agnt 101 Call Call Agt 101 Agnt101 Ln Name Group 1 MnMdLg Oct 02 Comdial...

  • Page 24: Supervisor's Menu

    Supervisor’s Menu 13. SUPERVISOR’S MENU Comdial Oct 02...
  • Page 25 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 26 GCA70-381 10/02 Printed in U.S.A.

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