Quick Q Agent`s User Guide for the Scout Telephone
Contents
1. 2 ccc eeeeeee 13 Log in Procedure 4 04 04 664s aise e isco e de cues 14 Log in for Multiple Groups 15 Signing in to QuickQ cc eee eee eee eee 16 Agent s User Guide for the Scout Telephone GCA70 346 GCA70 346 QuickQ Notes ii Agent s User Guide for the Scout Telephone QuickQ The Scout Telephone for Agents GCA70 346 e 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 e 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 e All displays shown in this guide are as seen on the 20 character 10 characters x two lines Scout display Bell Clip Anani Reo nver Valume Butin pE me Mele Galion i Display ILI p AHH hkeasage _ ar jl TAC Button T I f moa Held Bunion 7 Jiri j T tion EE EA Ch E Kiemo Buton E Ai a TAP ama T a aas Bumar a i 63 Faery Eerpil ia E T m Paok a a Firiem E jigy jL ie oS 2 oo amp 07 Buton LEDa Function L 7 Lat ELIE Ee Elution gt F rj a Optional i Rutten Labela r if UANI mi2. By The group is identified on the display After 2 seconds A Wt gt T MsRpAg The time the call has waited is displayed e 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 e 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 e To answer the call lift the Handset or if using a headset press TALK Call Answered LinNameSupp AcWpHp e During your conversation the above display remains on your telephone 6 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Transferring An ACD Call e When transferring a call be aware that you are responsible for the transferred call until the intended party answers the call Line Name Supp 901 AcWpHp e To transfer a call press the T C button e Announce the call to the intended party paging may be helpful for this Line Name Supp 901 AcWpHp e Press the Wp wrap up interactive button to disconnect from that call Your display will enter the WRAP UP mode refer to page 10 e If the transferred call is not answered the call will automatically r
3. Head S21 1 rae opi tack Mikrophon Recharging ont Agent s User Guide for the Scout Telephone GCA70 346 QuickQ Description of the Display Idle Display Quick Q Group 01 ByHpLg This line indicates your present status This line indicates the function of the interactive buttons Please refer to the table below for the interactive button definitions 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 Sk SKIP Lg LOG Sp SPEC L special Lg LOGOUT St STOP Mn MENU Tr TRANS transfer Md MODE Ve VOICE Ms MSG message Wp WRAPUP Nt NIGHT Ys YES No NO Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Interaction with FXS DXP e To access FXS DXP features press the ACD button to exit QuickQ if enabled Then press F4 intercom followed by the desired feature code e 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 pres
4. GCA70 346 02 11 00 Printed in U S A Quick Q Agent s User Guide for the Scout Telephone The Rising Star 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 QuickQ Contents The Scout Telephone for Agents 1 Description of the Display Idle Display 2 Interaction with FXS DXP 20 eee 3 Signing in to QuickQ cece eee eee eens 4 Receiving An ACD Call 0 cc cee eee eee 6 Transferring An ACD Call 00000 7 Requesting Help sssssssossessessessssoso 8 Wrap up Disconnecting from a Call 10 Placing Outgoing Calls 0 ce eee eee 11 Assigning an Account Code 02 11 Alarm Condition 5 6005 6 6 ssee28 ps6 sie 05 04 s sigs dee he eG 12 Things to Remember
5. Name Supp 901 Ac Wp Hp WrpUp gt 000s RdAcBy Acc Cd Rt Ex Agent s User Guide for the Scout Telephone 11 GCA70 346 QuickQ e Enter through the key pad the Account Code should you enter an incorrect digit press the Rt retry interactive button Valid Account Code Acc Desc Rt Ok e Ifcorrect press the Ok interactive button to return to the previous state e Calls can have more than one account code To enter additional codes repeat above exercise for each Alarm Condition e An alarm tone sounds on your telephone when waiting calls have exceeded the time on hold set by your supervisor Alarm Display Wt gt T XX XX XX e This alarm will sound regardless of your activity idle busy or on a call 12 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Things to Remember If your display is blank your telephone is either not logged in or QuickQ is suspended Press the ACD button to resume QuickQ will automatically make your telephone Busy if you miss an ACD call QuickQ will temporarily make your telephone Busy if you e answer a transferred call e retrieve a parked call e answer or place an intercom call e answer or place a non ACD call When you complete either of the above actions the system will automatically return you to your previous state Log out if you are leaving for the day You cannot log out if you are the last agent in the grou
6. ease the supervisor Transfer the caller to the supervisor and disconnect yourself Tr transfer Agent s User Guide for the Scout Telephone 9 GCA70 346 QuickQ Wrap up Disconnecting from a Call e To complete a call hang up the receiver The system provides a preprogrammed wrap up time to allow you to complete any after call work During the wrap up time no calls will be directed to you Wrp up gt 000s RdAcBy Total Call r Waiting Sas nite seconds Calls Beyond Alarm Awe 12 gt T 03 lt RdAcBy Total Call Waiting e The display indicates the number of calls holding and the number of calls waiting longer than the programmed acceptable time alarm threshold e After the wrap up time has expired your telephone will return to the IDLE display e You can bypass the wrap up time by pressing the READY inter active button or you can select the BUSY interactive button during the wrap up time should you require more time or need to leave your desk 10 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Placing Outgoing Calls e Select an outgoing line Outgoing F Ac Wp Hp Number dialed is displayed Assigning an Account Code e To assign an account code to a call press the Ac account Inter active button during or after the call Account codes must be preset by the supervisor and can be used on both incoming and outgoing calls Lin
7. ecall to your telephone regardless of your activity Agent s User Guide for the Scout Telephone 7 GCA70 346 QuickQ Requesting Help e The Help function calls the supervisor without interrupting your present conversation e During your conversation press the HELP interactive button Reqt Help Cn When the supervisor responds to your request Super Redy Cf Hd After 2 seconds Supp 901 a cf Hd Supervisor s Name e You now have the option to add the supervisor to your conversa tion CONFerence or to place the caller on HOLD while you discuss the situation with your supervisor 8 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Selecting Conferencing During Help e After requesting HELP press the CONF interactive button to conference the supervisor the caller and yourself LinName Supp 901 Rs Tr J Supervisor s Name e The top line of the display identifies the line and supervisor indi cating a conference Press the RELEASE interactive button to drop the supervisor from the call Press the TRANS interactive button to send this call to the supervisor Selecting Hold During Help e Press the Hp hold Interactive button LinName Held CfRtTr e This action places the caller on hold and connects you directly with your supervisor Cf conference Connects the supervisor caller and yourself Rt return Return to the caller and rel
8. p At the preset closing time the system will automatically log you out Remember to make your telephone Busy if you are leaving your desk or unable to answer ACD calls Agent s User Guide for the Scout Telephone 13 GCA70 346 QuickQ Log in Procedure g Welcome to Quick Q 4 gt Agt ID E lt 7 e d Paswrd Rt Qt gt gt y 4 Quick Q crop 01 CED Yy Busy Ge Hp lg C Log Procedure In Cn Ot y QuickQ Group 01 Return to DXP FXS ByHpLg 14 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 Log in for Multiple Groups Group 01 In stock Al i E QuickQ Group 01 ByHpLg NOTE Each group that you belong to is displayed in the order of your priority in each one For example if you belong to three groups 1 2 and 3 and your priority is highest in group 3 Group 3 is displayed first Agent s User Guide for the Scout Telephone 15 GCA70 346 QuickQ Signing in to QuickQ OUTGOING CALL 16 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 This 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 difficultie
9. s 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 contingency to be met in connection with installation operation or maintenance 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 P O Box 7266 Charlottesville Virginia 22906 Agent s User Guide for the Scout Telephone 17 The Rising Star Comdial Corporation ie Seminole Trail GCA70 346 02 11 00 Charlotiesville WA Printed in U S A SEEE i foo COMBIAL www comdialcom Prive ia us ME PAGI Rew
10. s the ACD button to resume ACD operation e Do Not Disturb prevents your phone from ringing on non ACD calls that is intercom calls and personal calls e Call Forward forwards non ACD calls only that is intercom calls and personal calls Agent s User Guide for the Scout Telephone 3 GCA70 346 QuickQ Signing in to QuickQ e Press the ACD F1 button OAI button After 2 seconds e Use the keypad to enter your ID number Press the Rt retry Interactive button if you enter an incorrect digit Valid Agent ID e Enter your password digits Valid Password 4 Agent s User Guide for the Scout Telephone QuickQ GCA70 346 e 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 Pressing Busy Busy CnHpLg e The system will automatically set your telephone to Busy under the following conditions e if you do not answer an ACD call sent to you e if you place or answer an internal call e if you answer a transferred call e if you place an outgoing call during the wrap up time Agent s User Guide for the Scout Telephone 5 GCA70 346 QuickQ Receiving An ACD Call e When an ACD call is directed to you your telephone will ring and the display will indicate the following Group 01
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