Comdial Quick Q User manual

Quick Q
Agent’s User Guide for
the Scout Telephone
GCA70-346.02 11/00
Printed in U.S.A.

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.

Contents
The Scout Telephone for Agents .................1
Description of the Display (Idle Display)...........2
Interaction with FXS/DXP ......................3
Signing-in to QuickQ...........................4
Receiving An ACD Call.........................6
Transferring An ACD Call ......................7
Requesting Help...............................8
Wrap-up: Disconnecting from a Call ............10
Placing Outgoing Calls ........................11
Assigning an Account Code ....................11
Alarm Condition .............................12
Things to Remember ..........................13
Log-in Procedure .............................14
Log-in for Multiple Groups ....................15
Signing-in to QuickQ..........................16
Agent’s User Guide for the Scout Telephone i
QuickQ GCA70-346

Notes
ii Agent’s User Guide for the Scout Telephone
GCA70-346 QuickQ

The Scout Telephone for Agents
•QuickQ versions using software release 3.0 (or later) allow the
use of up to nine Scout digital wireless telephones. Using these
telephones provides users with maximum freedom to move about
within the call center.
•The F1 button should be programmed as the OAI button (labeled
ACD) on your Scout 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 propri-
etary 12-button and 24-button telephones while QuickQ is active.
•All displays shown in this guide are as seen on the 20-character
(10 characters x two lines) Scout display.
Agent’s User Guide for the Scout Telephone 1
QuickQ GCA70-346

Description of the Display (Idle Display)
Scout Interactive Button Definitions
Scout
Display
Standard
Display
Scout
Display
Standard
Display
Ab ABORT Ok OK
Ac ACC (account) Ot OUT
Ag AGENT Py PLAY
Al ALL Qt QUIT
As ANSWER Rd READY
By BUSY Rc RECORD
Cf CONF Rj REJECT
Cn CANCEL Rs RELEASE
Cr CLEAR Rp REPORT
Dy DAY Rt RETRY
Ex EXIT Rn RETURN
Hp HELP Sn SCAN
Hd HOLD Se SELECT
In IN Sk SKIP
Lg LOG Sp SPEC’L (special)
Lg LOGOUT St STOP
Mn MENU Tr TRANS (transfer)
Md MODE Vc VOICE
Ms MSG (message) Wp WRAPUP
Nt NIGHT Ys YES
No NO
2 Agent’s User Guide for the Scout Telephone
GCA70-346 QuickQ
This line indicates your present status.
Quick Q Group 01
ByHpLg
This line indicates the function of the interactive
buttons. Please refer to the table below for the
interactive button definitions.

Interaction with FXS/DXP
•To access FXS/DXP features, press the ACD button to exit
QuickQ, if enabled. Then, press F4 (intercom) followed by the
desired feature code.
•Your telephone will respond normally when you access
FXS/DXP features. During FXS/DXP feature operation, QuickQ
will be suspended. This is indicated by a flashing red light above
the ACD button. After completing the DXP feature, press the
ACD button to resume ACD operation.
•Do Not Disturb prevents your phone from ringing on non-ACD
calls; that is, intercom calls and personal calls.
•Call Forward forwards non-ACD calls only; that is, intercom
calls and personal calls.
Agent’s User Guide for the Scout Telephone 3
QuickQ GCA70-346

Signing-in to QuickQ
•Press the ACD (F1) button (OAI button).
•Use the keypad to enter your ID number. Press the Rt (retry)
Interactive button if you enter an incorrect digit.
•Enter your password digits.
4 Agent’s User Guide for the Scout Telephone
GCA70-346 QuickQ
Password:
Rt Qt
Valid Agent ID
Welcome -> QuickQ
Agt ID:
Rt Qt
After 2 seconds
QQ Group 01
ByHpLg
Valid Password

•The above display indicates you are now signed in as an ACD
agent, ready to accept incoming calls. If it is necessary for you to
leave your desk, press the By (busy) interactive button. This will
prevent the ACD from sending calls to you when you are unable
to answer.
•The system will automatically set your telephone to Busy under
the following conditions:
•if you do not answer an ACD call sent to you
•if you place or answer an internal call
•if you answer a transferred call
•if you place an outgoing call during the wrap-up time
Agent’s User Guide for the Scout Telephone 5
QuickQ GCA70-346
Busy
CnHpLg
Pressing Busy

Receiving An ACD Call
•When an ACD call is directed to you, your telephone will ring
and the display will indicate the following:
•If you do not answer this call within the programmed redirect
threshold time, the call will automatically go to another agent.
When the call is redirected, the ACD will automatically make
your telephone busy.
•If you are unable to take this call, press the By (busy) interactive
button, the system will redirect the call to another idle agent. If
there are no available agents, your display will indicate “All
Agents Busy”. You must then answer to avoid losing the call.
•To answer the call, lift the Handset; or if using a headset, press
TALK.
•During your conversation, the above display remains on your
telephone.
6 Agent’s User Guide for the Scout Telephone
GCA70-346 QuickQ
The group is identified on the display.
Group 01
By
Wt > T
MsRpAg
The time the call has waited is displayed.
After 2 seconds
Call Answered
LinNameSupp
AcWpHp