Comdial GCA70-38 User manual
Quick Q
Agent’s User Guide for the
Scout II Telephone
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.
GCA70-382
10/02
Printed in U.S.A.
Oct ‘02 Comdial i
QuickQ Agent’s User Guide-Scout II
Table of Contents
1. THE SCOUT II TELEPHONE FOR AGENTS................1
2. DESCRIPTION OF THE DISPLAY (IDLE DISPLAY) .3
3. INTERACTION WITH FX II ............................................4
4. SIGNING-IN TO QUICKQ................................................5
5. RECEIVING AN ACD CALL............................................7
6. TRANSFERRING AN ACD CALL ...................................8
7. REQUESTING HELP.........................................................9
Selecting Conferencing During Help..............................9
Selecting Hold During Help ..........................................10
8. WRAP-UP: DISCONNECTING FROM A CALL ........11
9. PLACING OUTGOING CALLS .....................................12
Assigning an Account Code...........................................12
10. ALARM CONDITION....................................................13
11. THINGS TO REMEMBER ............................................14
12. LOG-IN PROCEDURE...................................................15
13. INCOMING CALL FLOWCHART..............................16
Log-In for Multiple Groups ..........................................17
Contents
ii Comdial Oct ‘02
This page is intentionally blank.
QuickQ Agent’s User Guide-Scout II
Oct 02 Comdial 1
1. THE SCOUT II TELEPHONE FOR
AGENTS
• 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.
• 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 the same as the three interactive
buttons on the proprietary 12-button and 24-button telephones
while QuickQ is active.
The Scout II Telephone for Agents
2 Comdial Oct, 02
• All displays shown in this guide are as seen on the 16-character
(8 characters x two lines) Scout II display.
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
QuickQ Agent’s User Guide-Scout II
Oct 02 Comdial 3
2. 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
Quick Q Group 01
ByHpLg
This line indicates your present status.
This line indicates the function of the interactive buttons.
Please refer to the following table for the interactive
button definitions.
Interaction with FX II
4 Comdial Oct, 02
3. INTERACTION WITH FX II
• To access FX-II features, press the ACD button to exit QuickQ,
if enabled. Then, press F4 (intercom) followed by the desired
code.
• Your telephone will respond normally when you access FXII
features. During FX II operation, QuickQ will be suspended.
This is indicated by a flashing red light above the ACD button.
After completing the FX II feature, press the ACD button to
resume ACD operation.
• Do Not Disturb prevents your phone from ringing on non-ACD
calls; that is, intecom calls and personal calls.
• Call Forward forwards non-ACD cals only; that is, intercom
calls and personal calls.
QuickQ Agent’s User Guide-Scout II
Oct 02 Comdial 5
4. 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.
Welcome ->QuickQ
Agt ID:
Rt Qt
Password:
Rt Qt
Signing-in to QuickQ
6 Comdial Oct, 02
• Enter your password digits
• 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.
• The system will automatically set your telephone to Busy under
the following conditions.
• if you do not answer an ACD call sent to you.
• if you place or answer an internal call
• if you answer a transferred call
• if you place an outgoing call during the wrap-up time
QQ Group 01
ByHpLg
Busy
CnHpLg
Pressing Busy
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