Comdial Quick Q User manual

Quick Q

Supervisor’s 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.

GCA70-302.05

10/02

Printed in U.S.A.

QuickQ Supervisor’s User Guide

TABLE OF CONTENTS

1. The Supervisor Telephone ................................................ 1

2. The Large Screen Display Telephone .............................. 2

3. Description Of The Display (Idle Display) ...................... 3

4. Signing In To QuickQ ........................................................ 3

5. Changing The Mode Of Operation .................................. 5

6. Recording Announcements ............................................... 6

7. Reports ................................................................................ 9

8. Monitoring Agents ........................................................... 10

9. Responding To Help ........................................................ 12

10. Call Processing ............................................................... 14

Receiving ACD Calls....................................................... 14

Using Calling Number ID............................................... 14

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

Assigning An Account Code........................................... 15

11. Things To Remember .................................................... 16

12. Log-in Procedure ........................................................... 17

13. Responding to Request for Help ................................... 18

14. Supervisor’s Menu ......................................................... 19

This page intentionally left blank.

QuickQ Supervisor’s User Guide

Oct ‘02 Comdial 1

1. THE SUPERVISOR TELEPHONE

• The QuickQ is designed to operate with Comdial’s digital LCD

speakerphones. Your telephone technician will program a

QuickQ button on your telephone. This button enables you to

sign into the QuickQ.

• You do not need individual telephone lines appearing on your

telephone in order for you to answer calls.

• The following features can be programmed on the

programmable buttons at your telephone:

• Intercom • Page

• QuickQ • Headset

• Line Group • Caller ID

• Park

Telephone

Speaker

Dialpad

Handset Programmable

Buttons

Microphone Opening

Intercom Button*

QQSCS

LCD Alphanumeric

Display

Interactive Buttons

(NOT programmable)

Transfer/Conference

Button*

Vo l u m e U p

Volume Down

* NOTE: These button locations may be reprogrammed by installer.

2 Intercom

QuickQ

Line Group

Headset

Park

Page

Caller ID

Hold Button*

The Large Screen Display Telephone

2 Comdial Oct ‘02

2. THE LARGE SCREEN DISPLAY

TELEPHONE

• This telephone provides a 24-character wide, six line high liquid

crystal display (LCD).

• The large screen display telephone also provides 13 interactive

buttons for use that are under software control (five along each

side of the display and three along the bottom).

• QuickQ uses the top three lines of the display and one button on

each side of the display for special purposes detailed in the

illustrations below.

• Lines five and six of the display and the bottom three buttons

provide the same information as do the telephones that have a

16-character by two line display.

Figure 2-1 Example of Large Screen Display

Call Waiting Time

NN MM:SS

XXXXX XXXXX

XXXXX

GP SELECT NEXT

XXXXXXXXXXXXXXXX

CALL.CDR

Line 1: Display Title

Line 2: NN = total number of calls waiting in all of this agent’s call groups

MM:SS = amount of time that the longest queued call has been waiting

Line 3: GP SELECT = interactive button for choosing grade of service for

different groups

NEXT = interactive button for switching display screens

Line 4: Blank line

Line 5: ACD Interface Messages

Line 6: ACD Interactive Button

QuickQ Supervisor’s User Guide

Oct ‘02 Comdial 3

3. DESCRIPTION OF THE DISPLAY

(IDLE DISPLAY)

4. SIGNING IN TO QUICKQ

• Press the QuickQ button.

• This display notifies you that your are about to log into QuickQ,

then prompts you to enter your agent ID number.

• Use the keypad to enter your ID number. Press the RETRY

interactive button if you enter an incorrect digit.

This line indicates your present status.

This line indicates the function of the interactive buttons.

Quick Q Group Name

BUSY HELP LOG

After 2 seconds

Quick Q Group Name

BUSY HELP LOG

Agent ID:

RETRY QUIT

Valid Agent ID

This display prompts you to enter your password.

Password:

RETRY QUIT

Signing In To QuickQ

4 Comdial Oct ‘02

• Enter your password digits.

• You will have full access to all supervisor functions, regardless

of whether or not you decide to become part ot the answering

queue.

• If you want to answer ACD calls for your group, press the 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.

• The above display indicates you are now signed into Group 1,

and the group is in Day mode. To access the supervisor menu,

press the MENU interactive button. To change the mode of

operation, press the MODE interactive button. To log out of

QuickQ, press the LOG interactive button

• Three modes of operation are available; day, night or special.

Day Day announcements and call routing.

Night Night announcement and disconnect.

Special Special announcement and disconnect.

Valid Password

Answer Call?

YES NO

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.

Group 1 :Day

MENU MODE LOG

QuickQ Supervisor’s User Guide

Oct ‘02 Comdial 5

5. CHANGING THE MODE OF

OPERATION

• The idle display indicates the current mode of operation for the

group.

• To change the mode of operation manually for the group, press

the MODE interactive button.

• Press the interactive button that corresponds to the desired mode

of operation for your group.

Group 1 : Day

MENU MODE LOG

This display indicated that group 1 is in day mode .

Group Mode?

DAY NIGHT SPEC’L

Recording Announcements

6 Comdial Oct ‘02

6. RECORDING ANNOUNCEMENTS

• To record the announcements for your group, press the MENU

interactive button from the idle display.

• Press the 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.

This is the supervisor’s menu display. All supervisor features are

accessible through this display

Waiting: 02 >T:00

Message ReportAgent

Time Free: 200 seconds

RETRY CLEAR QUIT

Indicates how much time is currently available for recording

After 2 seconds

Message #: ___

RETRY CLEAR QUIT

Clear all messages or choose a specific message to record

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