Comdial Quick Q User manual

Quick Q
Agent’s User Guide

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.
GCA70-278.05
10/02
Printed in U.S.A.

Oct ‘02 Comdial i
QuickQ Agent’s User Guide
1. THE AGENT TELEPHONE ..............................................1
2. THE LARGE SCREEN DISPLAY TELEPHONE...........2
Description of the Display (Idle Display) ......................3
3. INTERACTION WITH DXP/FXS SYSTEM ...................3
4. SIGNING-IN TO QUICKQ................................................4
5. RECEIVING AN ACD CALL............................................6
6. TRANSFERRING A CALL................................................7
7. REQUESTING HELP.........................................................8
Selecting Conferencing During Help..............................8
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

Contents
ii Comdial Oct ‘02
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QuickQ Agents User Guide
Oct ‘02 Comdial 1
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.
• You do not need telephone lines appearing on your telephone to
answer calls.
The following features can be programmed on the programmable
buttons at your telephone:
Intercom Line Grp Page Caller ID
QuickQ Park Headset
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 ma
y
be re
p
ro
g
rammed b
y
installer.
2 Intercom
QuickQ
Line Group
Headset
Park
Page
Caller ID
Hold Button*

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.
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

QuickQ Agents User Guide
Oct ‘02 Comdial 3
2.1 Description of the Display (Idle
Display)
3. INTERACTION WITH DXP/FXS
SYSTEM
• To access system features, press the programmed feature button.
To access additional features, press the QuickQ button and then
press the “OPTIONS” interactive button.
• Your telephone will respond normally when you access system
features. During feature operation, QuickQ will be suspended.
This is indicated by a flashing red light beside the QuickQ
button. After completing the system feature, press the QuickQ
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.
Quick Q Group Name
This line indicates your present status.
This line indicates the function of the interactive buttons.
BUSY HELP LOG

Signing-in to QuickQ
4 Comdial Oct ‘02
4. SIGNING-IN TO QUICKQ
• Press the QuickQ button.
• Use the keypad to enter your I.D. number. Should you enter an
incorrect digit, press the RETRY interactive button.
• Enter your password digits.
Quick Q Group Name
BUSY HELP LOG
Agent ID:
Retry Quit
After 2 seconds
Password:
Retry Quit
Valid Agent ID
QuickQ Group Name
BUSY HELP LOG
Valid Password

QuickQ Agents User Guide
Oct ‘02 Comdial 5
• The above display indicates that 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 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:
1. If you do not answer an ACD call sent to you.
2. If you place or answer an internal non-ACD call.
Busy
CANCEL HELP LOG
Pressing Busy

Receiving an ACD Call
6 Comdial Oct ‘02
5. 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 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.”
• To answer the call lift the Handset; or if using a headset, press
the SPEAKER button.
• During your conversation, the above display remains on your
telephone.
Group Name Sub-Group Name
BUSY
Sub-Group Name 01:20
BUSY
The group is identified on the display
After 2 seconds
The time the call has waited is displayed
Sub-Group Name Line Name
ACC WRAP-UP HELP