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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