Comdial Quick Q User manual

Quick Q
Supervisor’s User Guide
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Comdial®strives to design the features in our communications
systems to be fully interactive with one another. However, this is not
always possible, as the combinations of accessories and features are
too varied and extensive to insure total feature compatibility.
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. Notwithstanding
anything contained in this publication to the contrary, Comdial makes
no representation herein as to the compatibility of features.
GCA70-302.05
10/02
Printed in U.S.A.
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QuickQ Supervisor’s User Guide
i
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. Recording Announcements ............................................... 6
7. Reports ................................................................................ 9
8. Monitoring Agents ........................................................... 10
9. Responding To Help ........................................................ 12
10. Call Processing ............................................................... 14
Receiving ACD Calls....................................................... 14
Using Calling Number ID............................................... 14
Placing Outgoing Calls ................................................... 15
Assigning An Account Code........................................... 15
11. Things To Remember .................................................... 16
12. Log-in Procedure ........................................................... 17
13. Responding to Request for Help ................................... 18
14. Supervisor’s Menu ......................................................... 19
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 1
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.
• You do not need individual telephone lines appearing on your
telephone in order for you to answer calls.
• The following features can be programmed on the
programmable buttons at your telephone:
• Intercom • Page
• QuickQ • Headset
• Line Group • Caller ID
• Park
Telephone
Speaker
Dialpad
Handset Programmable
Buttons
Microphone Opening
Intercom Button*
QQSCS
LCD Alphanumeric
Display
Interactive Buttons
(NOT programmable)
Transfer/Conference
Button*
R
Vo l u m e U p
Volume Down
* NOTE: These button locations may be reprogrammed by installer.
2 Intercom
QuickQ
Line Group
Headset
Park
Page
Caller ID
Hold Button*
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The Large Screen Display Telephone
2 Comdial Oct ‘02
2. THE LARGE SCREEN DISPLAY
TELEPHONE
• This telephone provides a 24-character wide, six line high liquid
crystal display (LCD).
• The large screen display telephone also provides 13 interactive
buttons for use that are under software control (five along each
side of the display and three along the bottom).
• QuickQ uses the top three lines of the display and one button on
each side of the display for special purposes detailed in the
illustrations below.
• Lines five and six of the display and the bottom three buttons
provide the same information as do the telephones that have a
16-character by two line display.
Figure 2-1 Example of Large Screen Display
Call Waiting Time
NN MM:SS
XXXXX XXXXX
XXXXX
GP SELECT NEXT
XXXXXXXXXXXXXXXX
CALL.CDR
Line 1: Display Title
Line 2: NN = total number of calls waiting in all of this agent’s call groups
MM:SS = amount of time that the longest queued call has been waiting
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 Button
s
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 3
3. DESCRIPTION OF THE DISPLAY
(IDLE DISPLAY)
4. SIGNING IN TO QUICKQ
• Press the QuickQ button.
• This display notifies you that your are about to log into QuickQ,
then prompts you to enter your agent ID number.
• Use the keypad to enter your ID number. Press the RETRY
interactive button if you enter an incorrect digit.
This line indicates your present status.
This line indicates the function of the interactive buttons.
Quick Q Group Name
BUSY HELP LOG
After 2 seconds
Quick Q Group Name
BUSY HELP LOG
Agent ID:
RETRY QUIT
Valid Agent ID
This display prompts you to enter your password.
Password:
RETRY QUIT
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Signing In To QuickQ
4 Comdial Oct ‘02
• Enter your password digits.
• You will have full access to all supervisor functions, regardless
of whether or not you decide to become part ot the answering
queue.
• If you want to answer ACD calls for your group, press the YES
interactive button. ACD calls will be sent to you according to
the agent availability and your priority level. If you do not want
to be part of the answering group, press the NO interactive
button.
• The above display indicates you are now signed into Group 1,
and the group is in Day mode. To access the supervisor menu,
press the MENU interactive button. To change the mode of
operation, press the MODE interactive button. To log out of
QuickQ, press the LOG interactive button
• Three modes of operation are available; day, night or special.
Day Day announcements and call routing.
Night Night announcement and disconnect.
Special Special announcement and disconnect.
Valid Password
Answer Call?
YES NO
This display is the idle display. If you are accepting ACD calls, they will
only be sent to you while you are in the idle state.
Group 1 :Day
MENU MODE LOG
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 5
5. CHANGING THE MODE OF
OPERATION
• The idle display indicates the current mode of operation for the
group.
• To change the mode of operation manually for the group, press
the MODE interactive button.
• Press the interactive button that corresponds to the desired mode
of operation for your group.
Group 1 : Day
MENU MODE LOG
This display indicated that group 1 is in day mode .
Group Mode?
DAY NIGHT SPEC’L
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Recording Announcements
6 Comdial Oct ‘02
6. RECORDING ANNOUNCEMENTS
• To record the announcements for your group, press the MENU
interactive button from the idle display.
• Press the MSG interactive button. The system will then call the
digital voice announcer to access a voice port. Once a voice
port is available, the following display is shown.
.
This is the supervisor’s menu display. All supervisor features are
accessible through this display
Waiting: 02 >T:00
Message ReportAgent
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
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 7
• Enter the desired message number.
• When you are ready to record the announcement, lift the handset
and press the REC interactive button, Wait for the tone, and then
start speaking into the handset. Press the STOP interactive
button when you are finished recording.
.
• 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.
Message 01: 00 seconds
REC PLAY QUIT
Indicates the current time recorded for this message
Recording Message 01
STOP
Indicates which message you are recording
Accept Message?
YES NO PLAY
Allows you to review, reject or access the message recorded.
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Recording Announcements
8 Comdial Oct ‘02
• If you want to review the recorded announcement, press the
PLAY interactive button.
• Once you press STOP, you will be prompted to accept, reject or
review the message again. Press the appropriate interactive
button.
• To return to the Idle display, press 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.
• If your system is programmed to leave returned numbers in the
redial queue, the display shows a 7character next to the
returned numbers. To determine who viewed the number and
returned the call, dial the 6button.
Playing Message 01
STOP
Indicates which message is being played.
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 9
7. REPORTS
• The supervisor can view current reports on answered and
abandoned call statistics. These statistics are based on the line
activity for the group.
• Note: If your group does not have lines assigned to it, this
report will show zeros.
• From the idle display press MENU.
• This display is the supervisor’s menu display.
• Press the REPORT interactive button.
• Indicates the cumulative answered and lost calls on the group’s
lines for the day.
• To return to the idle display, press QUIT.
Waiting: 02 >T: 00
RETRY CLEAR AGENT
This display is the supervisor’s menu display.
Ans: 123 Lost: 4
QUIT
Indicates the cumulative answered and lost calls on the group’s lines for
the day.
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Monitoring Agents
10 Comdial Oct ‘02
8. MONITORING AGENTS
• The group supervisor can monitor agent activity and silently
monitor conversation. From the supervisor menu, press the
agent interactive button.
• Enter the ID number of the agent you want to monitor, or press
SCAN, and the system will select an agent for you.
Agent ID:
QUIT
Allows you to select the specific agent you want, or to have the system
select an agent.
SCAN RETRY
Louise: >00:45
SCAN SELECT QUIT
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.
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 11
• Press the SCAN interactive button to view another agent, or
press the QUIT interactive button to enter another agent's ID.
• To silently monitor an agent's conversation, press the SELECT
interactive button. You will then be able to listen to the
conversation without the agent or the caller hearing you.
• 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.
Monitor: Louise
Indicates which agent’s conversation you are monitoring.
SCAN QUIT
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Responding To Help
12 Comdial Oct ‘02
9. RESPONDING TO HELP
Note: You must be in the Idle state (see display below) to be available
to your agents for help.
• When an agent in your group requests help, your telephone will
beep and this display will appear.
• To reject the call for help, press the REJECT interactive button.
The agent will be notified that you are unavailable.
Group 1 :Day
MENU MODE QUIT
Indicates Idle state with group 1 in the day mode
Request for Help
ANSWER REJECT
Indicates an agent is requesting your assistance.
Louise Calling!
ANSWER REJECT
Indicates the name of the agent requesting help.
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 13
• To answer, press the ANSWER interactive button. The system
will then call the agent.
• When the agent answers, you will either be connected to the
agent and the caller, or just the agent (at the agent's discretion).
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.
• To disconnect from the conversation, press QUIT.
Calling Louise
CANCEL
Indicates the name of the agent requesting help.
Louise
Indicates the name of the agent requesting help.
Louise Line 10
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Call Processing
14 Comdial Oct ‘02
10. CALL PROCESSING
10.1 Receiving ACD Calls
• When you sign into the QuickQ, you can choose to accept ACD
calls, but you cannot transfer a call into any ACD queue.
However, you can transfer a call to any individual agent using
the agent's intercom number. Please refer to the Agent's User
Guide for details on receiving ACD calls.
10.2 Using Calling Number ID
• When your system has been configured for using Calling
Number ID, also known as Automatic Number Identification
(ANI), the caller's number will flash in the lower portion of the
display.
• If you answer the call, the number appears in the upper half of
the display.
Caller’s Number
Caller’s
Number
Flashes
Caller’s Number
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QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 15
• The system stores numbers that ring on your line but receive no
answer. If the call has been returned by someone else, dialing
the 6key reveals who returned the call. Everyone sharing your
line can scroll through the stored numbers and choose which
calls to return.
• While ring-no answer numbers are stored on your system, your
programmed CID button will flash. Press this button to see the
calling number, date, and time the call came in. The most recent
call appears first in the list. To see the next most recent call,
press your CID button again.
• To dial one of the numbers stored in the redial queue, press the
programmed SAVED NUMBER REDIAL button and the
system will automatically redial the number displayed.
• If your system is programmed to leave returned numbers in the
redial queue, the display shows a 6character next to the
returned numbers. To determine who viewed the number and
returned the call, dial the 6button.
10.3 Placing Outgoing Calls
• Select an outgoing line and dial the number. Please refer to the
Agent's User Guide for details on 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.
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Things To Remember
16 Comdial Oct ‘02
11. THINGS TO REMEMBER
• If your display is showing the time and date, your telephone is
either not logged-in or the QuickQ is suspended. Press the
QuickQ button to resume.
• The agent cannot log out if he or she is the last one in the group
to answer. To log out after answering last, the agent must
change the mode of operation to Night or Special and then log
out.
• 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.
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