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Comdial Quick Q User Manual

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Quick Q
Supervisor's User Guide

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Summary of Contents for Comdial Quick Q

  • Page 1 Quick Q Supervisor’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

    QuickQ Supervisor’s User Guide TABLE OF CONTENTS 1. The Supervisor Telephone ..........1 2. The Large Screen Display Telephone ......2 3. Description Of The Display (Idle Display) ...... 3 4. Signing In To QuickQ ............3 5. Changing The Mode Of Operation ........5 6.
  • Page 4 This page intentionally left blank.

  • Page 5: The Supervisor Telephone

    QuickQ Supervisor’s User Guide 1. THE SUPERVISOR TELEPHONE • The QuickQ is designed to operate with Comdial’s 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 Figure 2-1 Example of Large Screen Display Comdial Oct ‘02...

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

    QuickQ Supervisor’s User Guide 3. 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. 4. SIGNING IN TO QUICKQ • Press the QuickQ button.
  • Page 8 MODE interactive button. To log out of QuickQ, press the LOG interactive button • Three modes of operation are available; day, night or special. Day announcements and call routing. Night Night announcement and disconnect. Special Special announcement and disconnect. Comdial Oct ‘02...

  • Page 9: Changing The Mode Of Operation

    This display indicated that group 1 is in day mode . • To change the mode of operation manually for the group, press the MODE interactive button. Group Mode? NIGHT SPEC’L • Press the interactive button that corresponds to the desired mode of operation for your group. Oct ‘02 Comdial...

  • Page 10: Recording Announcements

    Time Free: 200 seconds RETRY CLEAR QUIT Indicates how much time is currently available for recording After 2 seconds Message #: ___ RETRY CLEAR QUIT Clear all messages or choose a specific message to record Comdial Oct ‘02...
  • Page 11 • To accept the message recorded press 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. Oct ‘02 Comdial...
  • Page 12 • If your system is programmed to leave returned numbers in the redial queue, the display shows a character next to the returned numbers. To determine who viewed the number and returned the call, dial the button. Comdial Oct ‘02...

  • Page 13: Reports

    Indicates the cumulative answered and lost calls on the group’s lines for the day. • Indicates the cumulative answered and lost calls on the group’s lines for the day. • To return to the idle display, press QUIT. Oct ‘02 Comdial...

  • Page 14: Monitoring Agents

    Indicates the selected agent and the time the agent has been in his or her current state. Louise :Incall SCAN SELECT QUIT Shows the current state of the selected agent. This agent is on an incoming call. Comdial Oct ‘02...
  • Page 15 Indicates which agent’s conversation you are monitoring. • Indicates which agent’s conversation you are monitoring. • Press SCAN to have the system select another agent, or press QUIT to enter another agent's ID. Press QUIT twice to return to the idle display. Oct ‘02 Comdial...

  • Page 16: Responding To Help

    Indicates an agent is requesting your assistance. Louise Calling! ANSWER REJECT Indicates the name of the agent requesting help. • To reject the call for help, press the REJECT interactive button. The agent will be notified that you are unavailable. Comdial Oct ‘02...
  • Page 17 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. Louise Louise Line 10 Indicates the name of the agent requesting help. • To disconnect from the conversation, press QUIT. Oct ‘02 Comdial...

  • Page 18: Call Processing

    Number ID, also known as Automatic Number Identification (ANI), the caller's number will flash in the lower portion of the display. Caller’s Number Flashes Caller’s Number • If you answer the call, the number appears in the upper half of the display. Caller’s Number Comdial Oct ‘02...

  • Page 19: Placing Outgoing Calls

    10.4 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. Oct ‘02 Comdial...

  • Page 20: 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. Comdial Oct ‘02...

  • Page 21: Log-In Procedure

    QuickQ Supervisor’s User Guide 12. LOG-IN PROCEDURE Group Mode? Welcome-------> QuickQ NIGHT NIGHT SPEC’L SPEC’L Agent ID: RETRY QUIT Password:___ RETRY QUIT Answer Call? Group 1 MENU MODE Group Mode? NIGHT SPEC’L Exit from QuickQ? DATE TIME OPTIONS Oct ‘02 Comdial...

  • Page 22: Responding To Request For Help

    Responding to Request for Help 13. RESPONDING TO REQUEST FOR HELP Request for Help Louise Calling! ANSWER REJECT Calling Louise CANCEL Louise Line 10 QUIT Group 1 MENU MODE Comdial Oct ‘02...

  • Page 23: Supervisor's Menu

    SCAN SELECT QUIT PLAY MSG 01 MESSAGES CLEAR STOP MESSAGE QUIT RECORD MSG STOP AGNT: 101 SCAN SELECT QUIT ACCEPT MSG? PLAY MSG #: RETRY CLEAR QUIT CLEAR MSGS GROUP 01 MENU MODE MESSAGES CLEAR MESSAGE QUIT Oct ‘02 Comdial...
  • Page 24 Supervisor’s Menu Notes: 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 GCA70-302.05 10/02 Printed in U.S.A.

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