Comdial GCA70-38 User manual

Quick Q

Supervisor’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.

GCA70-381

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 QuickQ ......................................................... 4

4. Changing the Mode of Operation ..................................... 6

5. Recording Announcements ............................................... 7

6. Viewing Current Reports ................................................ 10

7. Monitoring Agents ........................................................... 11

8. Responding to Help .......................................................... 13

9. Call Processing ................................................................. 15

Receiving ACD Calls....................................................... 15

Placing Outgoing Calls ................................................... 15

Transferring an ACD Call ............................................. 15

Assigning an Account Code............................................ 16

10. Things to Remember ..................................................... 17

11. Log-in Procedure ........................................................... 18

12. Responding to Request for Help ................................... 19

13. Supervisor’s Menu ......................................................... 20

This page is intentionally blank.

QuickQ Supervisor’s User Guide-Scout II

Oct 02 Comdial 1

1. THE SCOUT II 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 GCA70-380, 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 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 Supervisors

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.

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

QuickQ Supervisor’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.

Signing-in to QuickQ

4 Comdial Oct 02

3. 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.

• Enter your password digits

You will have full access to all supervisor functions regardless of

your choice.

Welcome ->QuickQ

Agt ID:

Rt Qt

Password:

Rt Qt

Answer Call?

Ys No

QuickQ Supervisor’s User Guide-Scout II

Oct 02 Comdial 5

• 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.

Group 01 Dy

MnMdLg

Changing the Mode of Operation

6 Comdial Oct 02

4. 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.

Group 01 Dy

MnMdLg

Group Mode?

Dy Nt Sp

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