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
i
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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