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

•Enter the desired message number.
Indicates the current time recorded for this message.
•When you are ready to record the announcement, lift the handset
and press the Rc (record) Interactive button. Wait for the tone,
and then start speaking into the handset. Press the St (stop) Inter-
active button when you are finished recording.
Indicates which message you are recording.
Allows you to review, reject or accept the message recorded.
•To accept the message recorded, press Ys (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.
Supervisor’s User Guide for the Scout Telephone 7
QuickQ GCA70-345
Msg 01: 000s
RcPyQt
Record Msg
01 St
Accept Message?
YsNoPy

•If you want to review the recorded announcement, press the Py
(play) Interactive button.
Indicates which message is being played.
•Once you press St (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 Qt (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.
8 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Play Msg 01
St

Viewing Current Reports
•The supervisor can view current reports on answered and aban-
doned call statistics. These statistics are based on 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 Mn (menu).
•Press the Rp (report) Interactive button.
•To return to the idle display, press Qt (quit).
Supervisor’s User Guide for the Scout Telephone 9
QuickQ GCA70-345
Wt: >T
MsRpAg
A: 123 L : 4
Qt

Monitoring Agents
•The group supervisor can monitor agent activity and silently
monitor conversations. From the supervisor menu, press the Ag
(agent) Interactive button.
Allows you to select the specific agent you want, or to have the
system select an agent.
•Enter the ID number of the agent you want to monitor, or press
Sn (scan), and the system will select an agent for you.
Indicates the selected agent and the time the agent has been in his
or her current sate.
Shows the current state of the selected agent. This agent is on an
incoming call.
10 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Agt ID: _____
SnRtQt
Louise: > 00:45
SCAN SELECT QUIT
Agnt 101:
Sn Se Qt
After 2 seconds

•Press the Sn (scan) Interactive button to view another agent, or
press the Qt (quit) Interactive button to enter another agent’s ID.
•To silently monitor an agent’s conversation, press the Se (select)
Interactive button. You will then be able to listen to the conversa-
tion without the agent or the caller hearing you.
Indicates which agent’s conversation you are monitoring.
•Press Sn (scan) to have the system select another agent, or press
Qt (quit) to enter another agent’s ID. Press Qt (quit) twice to
return to the idle display.
Responding to Help
Note: You must be in the Idle state (see display below) to be
available to your agents for help.
Indicates Idle state with group 1 in the day mode.
Supervisor’s User Guide for the Scout Telephone 11
QuickQ GCA70-345
Mt Agnt 101
Sn Qt
Group 01 Dy
MnMdLg

When an agent in your group requests help, your telephone will
beep and this display will appear.
Indicates an agent is requesting your assistance.
Indicates the name of the agent requesting help.
•To reject the call for help, press the Rj (reject) Interactive button.
The agent will be notified that you are unavailable.
•To answer, press the As (answer) Interactive button. The system
will then call the agent.
Indicates the name of the agent requesting help.
12 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Reqt 4Help
As Rj
Agnt 101 Ca 11
As Rj
After 2 seconds
Call Agnt 101
Cn

•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.
Indicates the name of the agent requesting help.
•To disconnect from the conversation, press Qt (quit).
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.
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.
Supervisor’s User Guide for the Scout Telephone 13
QuickQ GCA70-345
Agnt 101 Line Name
Qt

Transferring an ACD Call
•When transferring a call, be aware that you are responsible for the
transferred call until the intended party answers the call.
•To transfer a call, press the T/C button.
•Announce the call to the intended party (paging may be helpful
for this).
•Press the Wp (wrap-up) interactive button to disconnect from that
call. Your display will enter the WRAP-UP mode.
•If the transferred call is not answered, the call will automatically
recall to your telephone (regardless of your activity).
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.
14 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Line Name Supp 901
AcWpHp
Line Name Supp 901
AcWpHp

Things to Remember
•If your display is blank, 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.
Log-in Procedure
Supervisor’s User Guide for the Scout Telephone 15
QuickQ GCA70-345
Welcome Quick Q
Exit from QuickQ
Ys No
Log Procedure
InCnOt
Group Mode ?
Dy Nt Sp
Answer Call ?
Ys No
Group 1 : Dy
Mn Md Lg
Password:____
Rt Qt
Agent ID:
Rt Qt

Responding to Request for Help
16 Supervisor’s User Guide for the Scout Telephone
GCA70-345 QuickQ
Call Agnt 101
Cn
Group 1 : Dy
MnMdLg
Agnt 101 Line Name
Qt
Request for Help
Agnt 101 Call
As Rt