Comdial Scout Telephone User manual

Quick Q
Supervisor’s User Guide for
the Scout Telephone
GCA70-345.02 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 Supervisors .............1
Description of the Display (Idle Display)...........2
Signing-in to QuickQ...........................3
Changing the Mode of Operation ................5
Recording Announcements......................6
Viewing Current Reports .......................9
Monitoring Agents............................10
Responding to Help...........................11
Receiving ACD Calls..........................13
Placing Outgoing Calls ........................13
Transferring an ACD Call .....................14
Assigning an Account Code ....................14
Things to Remember..........................15
Log-in Procedure.............................15
Responding to Request for Help ................16
Supervisor’s Menu............................17
Supervisor’s User Guide for the Scout Telephone i
QuickQ GCA70-345

Notes
ii Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ

The Scout Telephone for Supervisors
•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.
QuickQ GCA70-345
Supervisor’s User Guide for the Scout Telephone 1

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 Supervisor’s User Guide for the Scout Telephone
QuickQ GCA70-345
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.

Signing-in to QuickQ
•Press the ACD (F1) button (OAI button).
This display notifies you that you are about to log into QuickQ.
This display prompts you to enter your ID number.
•Use the keypad to enter your ID number. Press the Rt (retry)
Interactive button if you enter an incorrect digit.
This display prompts you to enter your password.
Supervisor’s User Guide for the Scout Telephone 3
QuickQ GCA70-345
Welcome -> QuickQ
Agt ID:
Rt Qt
After 2 seconds
Password:
Rt Qt
Valid Agent ID

•Enter your password digits.
You will have full access to all supervisor functions regardless of
your choice.
•IF you want to answer ACD calls for your group, press the Ys
(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.
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.
•The above display indicates you are now signed into Group 1, and
the group is in Dy (day) mode. To access the supervisor menu,
press the Mn (menu) Interactive button. To change the mode of
operation, press the Md (mode) Interactive button. To log out of
QuickQ, press the Lg (log) Interactive button.
4 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Answer Call?
Ys No
Valid Password
Group 01 Dy
MnMdLg

Changing the Mode of Operation
•The idle display indicates the current mode of operation for the
group.
The display indicates that group 1 is in day mode.
•To change the mode of operation manually for the group, press
the Md (mode) Interactive button.
Three modes of operation are available; day, night and special.
•Press the Interactive button that corresponds to the desired mode
of operation for your group as follows:
Dy (day) Day announcements and call routing.
Nt (night) Night announcement and disconnect.
Sp (special) Special announcement and disconnect.
Supervisor’s User Guide for the Scout Telephone 5
QuickQ GCA70-345
Group 01 Dy
MnMdLg
Group Mode?
Dy Nt Sp

Recording Announcements
•To record the announcements for your group, press the Mn
(menu) Interactive button from the idle display.
This is the supervisor’s menu display. All supervisor features are
accessible through this display.
•Press the Ms (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.
Indicates how much time is currently available for recording.
Clear all messages or choose a specific message to record.
6 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Wt: >T
Ms Rp Ag
Free: 000s
RtCrQt
Msg #: ____
RtCrQt
After 2 seconds