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Comdial Quick Q Agent's User Manual

Digital lcd speakerphones
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Quick Q
Agent's User Guide

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Summary of Contents for Comdial Quick Q

  • Page 1 Quick Q Agent’s User Guide...
  • 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

    Selecting Hold During Help ..........9 8. WRAP-UP: DISCONNECTING FROM A CALL ..10 9. PLACING OUTGOING CALLS ........11 Assigning an Account Code...........11 10. ALARM CONDITION............13 11. THINGS TO REMEMBER ..........14 12. LOG-IN PROCEDURE...........15 Log-in for Multiple Groups...........16 13. INCOMING CALL............17 Oct ‘02 Comdial...
  • Page 4 Contents This page is intentionally blank Comdial Oct ‘02...

  • Page 5: The Agent Telephone

    QuickQ Agents User Guide 1. THE AGENT TELEPHONE • The QuickQ is designed to operate with Comdial digital LCD speakerphones. Your telephone technician will program a QuickQ button on your telephone. This button enables you to sign into the QuickQ.

  • Page 6: The Large Screen Display Telephone

    Line 3: GP SELECT = interactive button for choosing grade of service for different groups NEXT = interactive button for switching display screens Line 4: Blank line Line 5: ACD Interface Messages Line 6: ACD Interactive Buttons Comdial Oct ‘02...

  • Page 7: Description Of The Display (Idle Display)

    QuickQ Agents User Guide 2.1 Description of the Display (Idle Display) Quick Q Group Name BUSY HELP This line indicates the function of the interactive buttons. This line indicates your present status. 3. INTERACTION WITH DXP/FXS SYSTEM • To access system features, press the programmed feature button.

  • Page 8: Signing-In To Quickq

    Signing-in to QuickQ 4. SIGNING-IN TO QUICKQ • Press the QuickQ button. Quick Q Group Name BUSY HELP After 2 seconds Agent ID: Retry Quit • Use the keypad to enter your I.D. number. Should you enter an incorrect digit, press the RETRY interactive button.
  • Page 9 HELP • The system will automatically set your telephone to Busy under the following conditions: 1. If you do not answer an ACD call sent to you. 2. If you place or answer an internal non-ACD call. Oct ‘02 Comdial...

  • Page 10: Receiving An Acd Call

    “All Agents Busy.” • To answer the call lift the Handset; or if using a headset, press the SPEAKER button. Sub-Group Name Line Name WRAP-UP HELP • During your conversation, the above display remains on your telephone. Comdial Oct ‘02...

  • Page 11: Transferring A Call

    • Press the 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). Oct ‘02 Comdial...

  • Page 12: 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. Line Name RELEASE TRANS Supervisor’s Name Comdial Oct ‘02...

  • Page 13: Selecting Hold During Help

    • This action places the caller on hold and connects you directly with your supervisor. CONF Connects the supervisor, caller, and yourself. RETURN Return to the caller and release the supervisor. TRANS Transfer the caller to the supervisor and disconnect yourself. Oct ‘02 Comdial...

  • Page 14: Wrap-Up: Disconnecting From A Call

    IDLE display. • You can bypass the wrap-up time by pressing the READY interactive button, or you can select the BUSY interactive button during the wrap-up time, should you require more time or need to leave your desk. Comdial Oct ‘02...

  • Page 15: Placing Outgoing Calls

    Account codes must be preset by the supervisor. Account codes can be used on both incoming and outgoing calls. Line Name Sub-Group Name WRAP-UP HELP Wrap-up --------------------->020 seconds READY BUSY Acc Code:___ RETRY EXIT Oct ‘02 Comdial...
  • Page 16 RETRY interactive button. Account Description RETRY • If correct press the OK interactive button to return to the previous state. • Calls can have more than one account code. To enter additional codes, repeat above exercise for each. 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 Waiting >T:3 • This alarm will sound regardless of your activity (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 group. 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 Agents User Guide 12. LOG-IN PROCEDURE Welcome to QuickQ Agent ID: RETRY QUIT Password: RETRY QUIT Quick Q: Group Name BUSY HELP Busy CANCEL HELP Log Procedure CANCEL TIME Return to FX II OPTIONS Oct ‘02 Comdial...

  • Page 20: 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. Comdial Oct ‘02...

  • Page 21: Incoming Call

    Supervisor Name Calling CONF HOLD Last Name: Held CONF RETURN TRANS Sub-Group Line Name: WRAP-UP HELP * Disconnect Caller Line Name: Supervisor RELEASE TRANS Release Supervisor Name Wrap-up------> 20 seconds Waiting: 05 >T:01 READY BUSY Sub-Group Line Name: HELP Oct ‘02 Comdial...
  • Page 22 Incoming Call 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 GCA70-278.05 10/02 Printed in U.S.A.

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