Quick Q - Forward Telecommunications Services
Contents
1. Quick Q Supervisor s User Guide for the Scout II Telephone Buick Status Rr Call Servers CaSe Bek u L fo01011 001100 1 scalable NIFIED COMMUNICATIONS 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 381 10 02 Printed in U S A QuickQ Supervisor s User Guide Scout II Table of Contents 1 The Scout II Telephone for Supervisors 1 2 Description of the Display Idle Display 3 3 Signing in to QUICK eeeeeeeeeeeeeeeeeee eene 4 4 Changing the Mode of Operation 6 5 Recording Announcements cesser esee eren seen seen nane 7 6 Viewing Current Reports onse ensnseevvnseense veces 10 7 Monitoring Agents o ooier eerta seht o oe oed ppu2. geh nae eiae a aee edad 11 8 Responding to Help ecce eere esser eene en vens 13 9 Call PrOCOSSIDE eiiiesetese eoe bent rne pe eUo ya dvor pes welnnaikkernan 15 Receiving ACD Calls bine tre tarea e DUrI tubes tu eda nx 15 Placing Outgoing Calls e eeeeeeeeeee eere 15 Transferring an ACD Call ensen soonsvenso onse vevee 15 Assigning an Account Code eeeeeeeeeeeeee 16 10 Things to Remember vanve onse scere ee eren een neonato 17 11 Log in Proc dure aooodee pter prre ione ere one n Er SER reri lee 18 12 Responding to Request for Help 19 13 Supervisor s Menu 4 eere ee ee esee ee eese eren seen ase tn nae 20 This page is intentionally blank QuickQ Supervisor s User Guide Scout II 1 THE SCOUT Il TELEPHONE FOR SUPERVISORS QuickQ versions using software release 3 0 or later allow the use of up to nine Scout II digital wireless telephones Using these telephones provides users with maximum freedom to move about within the call center For a complete description of the Scout II telephone refer to document GCA70 360 Scout II User s Guide for FX DXP DXP Plus Systems The F1 button should be programmed as the OAI button labeled ACD on your Scout II telephone This button enables you to sign into QuickQ Buttons F2 F3 and F4 should be programmed to function t
3. 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 Oct 02 Comdial 3 Signing in to QuickQ 3 SIGNING IN TO QUICKQ Press the ACD F1 button OAI button Welcome QuickQ This display notifies you that you are about to log into QuickQ Agt ID Rt Qt This display prompts you to enter your ID number Use the keypad to enter your ID number Press the Rt retry Interactive button 1f you enter an incorrect digit Password Rt Ot This display prompts you to enter your password Enter your password digits Answer Call YS No You will have full access to all supervisor functions regardless of your choice 4 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 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 Group 01 Dy MnMdLg 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 p
4. he same as the three interactive buttons on the proprietary 12 button and 24 button telephones while QuickQ is active Oct 02 Comdial 1 The Scout Il Telephone for Supervisors All displays shown in this guide are as seen on the 16 character 8 characters x two lines Scout II display o n NO C Figure 1 1 Scout II Telephone 1 Ringer ON OFF switch 9 Head Set Jack 2 Message Display 10 Volume R VOL Button 3 Transfer Conference T C Button 11 MUTE Button 4 Talk Button 12 Hold Button 5 Numeric Keypad 13 Tap Button 6 Function Button 14 Redial Button 7 Function Button 15 Channel Button 8 Microphone 16 Function Button 17 Function Button 2 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 2 DESCRIPTION OF THE DISPLAY IDLE DISPLAY Quick Q Group 01 ByHpLg This line indicates the function of the interactive buttons Please refer to the following table for the interactive button definitions This line indicates your present status Scout Interactive Button Definitions Scout Standard Scout Standard Display Display Display 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
5. ine Name Qt Indicates the name of the agent requesting help To disconnect from the conversation press Qt quit 14 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 9 CALL PROCESSING Call processing is divided into three 3 categories incoming out going and transfers This section explains each of these categories 9 1 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 9 2 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 9 3 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 Line Name Supp90 1 AcWpHp To transfer a call press the T C button Announce the call to the intended party paging may be helpful for this Oct 02 Comdial 15 Call Processing Line Name Supp90 AcWpHp 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 9 4 Assign
6. ing 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 Agents User Guide for details on assigning account codes 16 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 10 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 Oct 02 Comdial 17 Log in Procedure 11 LOG IN PROCEDURE Welcome gt QuickQ AGEe 1D Rt Ot Password Rt ie EE Answer Call KS No Exit from QuickQ Ys No Log Procedure InCnot 18 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 12 RESPONDING TO REQUEST FOR HELP Request for Help Agnt 101 Call As RE Caulik Age Jil Cn Group a Dy MnMdLg Oct 02 Comdial 19 Supervisor s Menu 13 SUPERVISOR S MENU lt 0 EZ He mA Comdial Oct 02 Th
7. is manual has been developed by Comdial Corporation the Company and is intended for the use of its customers and service personnel The information in this manual is subject to change without notice While every effort has been made to eliminate errors the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contin gency to be met in connection with installation operation or mainte nance Should further information be desired or should particular problems arise which are not covered sufficiently for the purchaser s purposes contact Comdial Inside Sales Department Sarasota Florida 34232 GCA70 381 10 02 Printed in U S A COMDIAL
8. isten to the conversation without the agent or the caller hearing you Agnt 101 Qt 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 12 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 8 RESPONDING TO HELP Note You must be in the Idle state see display below to be available to your agents for help Group 01 Dy MnMdLg Indicates Idle state with group 1 in the day mode When an agent in your group requests help your telephone will beep and this display will appear Regt 4Help Indicates an agent is requesting your assistance After 2 seconds Agnt 101 Ca 11 As Rj 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 Oct 02 Comdial Responding to Help Call Agnt 101 Indicates the name of the agent requesting help 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 Agnt101 L
9. ress the Md mode Interactive button To log out of QuickQ press the Lg log Interactive button Oct 02 Comdial 5 Changing the Mode of Operation 4 CHANGING THE MODE OF OPERATION The idle display indicates the current mode of operation for the group Group 01 Dy MnMdLg 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 Group Mode Dy Nt Sp 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 6 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 5 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 Free 000s RtCrQt Indicates how much time is currently available for recording Msg RtCrQt Clear all me
10. ssages or choose a specific message to record Oct 02 Comdial Recording Announcements 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 Interactive button when you are finished recording Indicates which message you are recording Accept Message YsNoPy 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 8 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II If you want to review the recorded announcement press the Py play Interactive button Play Msg 01 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 Oct 02 Comdial 9 Viewing Curren
11. t Reports 6 VIEWING CURRENT REPORTS The supervisor can view current reports on answered and abandoned 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 gt T MsRpAg Press the Rp report Interactive button To return to the idle display press Qt quit 10 Comdial Oct 02 QuickQ Supervisor s User Guide Scout II 7 MONITORING AGENTS The group supervisor can monitor agent activity and silently monitor conversations From the supervisor menu press the Ag agent Interactive button Agt ID SnRtQt 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 Louise gt 00 45 SnSeQt Indicates the selected agent and the time the agent has been in his or her current sate After 2 seconds Agnt 101 SnSeQt Shows the current state of the selected agent This agent is on an incoming call Oct 02 Comdial 11 Monitoring Agents 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 l
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