Comdial Quick Q User manual

Quick Q

Agent’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.

GCA70-278.05

10/02

Printed in U.S.A.

Oct ‘02 Comdial i

QuickQ Agent’s User Guide

1. THE AGENT TELEPHONE ..............................................1

2. THE LARGE SCREEN DISPLAY TELEPHONE...........2

Description of the Display (Idle Display) ......................3

3. INTERACTION WITH DXP/FXS SYSTEM ...................3

4. SIGNING-IN TO QUICKQ................................................4

5. RECEIVING AN ACD CALL............................................6

6. TRANSFERRING A CALL................................................7

7. REQUESTING HELP.........................................................8

Selecting Conferencing During Help..............................8

Selecting Hold During Help ............................................9

8. WRAP-UP: DISCONNECTING FROM A CALL .........10

9. PLACING OUTGOING CALLS .....................................11

Assigning an Account Code...........................................11

10. ALARM CONDITION....................................................13

11. THINGS TO REMEMBER ............................................14

12. LOG-IN PROCEDURE...................................................15

Log-in for Multiple Groups...........................................16

13. INCOMING CALL..........................................................17

Contents

ii Comdial Oct ‘02

This page is intentionally blank

QuickQ Agents User Guide

Oct ‘02 Comdial 1

1. THE AGENT TELEPHONE

• The QuickQ is designed to operate with Comdial 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 telephone lines appearing on your telephone to

answer calls.

The following features can be programmed on the programmable

buttons at your telephone:

Intercom Line Grp Page Caller ID

QuickQ Park Headset

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 ma

be re

rammed b

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.

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 Agents User Guide

Oct ‘02 Comdial 3

2.1 Description of the Display (Idle

Display)

3. INTERACTION WITH DXP/FXS

SYSTEM

• To access system features, press the programmed feature button.

To access additional features, press the QuickQ button and then

press the “OPTIONS” interactive button.

• Your telephone will respond normally when you access system

features. During feature operation, QuickQ will be suspended.

This is indicated by a flashing red light beside the QuickQ

button. After completing the system feature, press the QuickQ

button to resume ACD operation.

• Do Not Disturb prevents your phone from ringing on non-ACD

calls; that is, intercom calls and personal calls.

• Call Forward forwards non-ACD calls only; that is, intercom

calls and personal calls.

Quick Q Group Name

This line indicates your present status.

This line indicates the function of the interactive buttons.

BUSY HELP LOG

Signing-in to QuickQ

4 Comdial Oct ‘02

4. SIGNING-IN TO QUICKQ

• Press the QuickQ button.

• Use the keypad to enter your I.D. number. Should you enter an

incorrect digit, press the RETRY interactive button.

• Enter your password digits.

Quick Q Group Name

BUSY HELP LOG

Agent ID:

Retry Quit

After 2 seconds

Password:

Retry Quit

Valid Agent ID

QuickQ Group Name

BUSY HELP LOG

Valid Password

QuickQ Agents User Guide

Oct ‘02 Comdial 5

• The above display indicates that 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 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:

1. If you do not answer an ACD call sent to you.

2. If you place or answer an internal non-ACD call.

Busy

CANCEL HELP LOG

Pressing Busy

Receiving an ACD Call

6 Comdial Oct ‘02

5. RECEIVING AN ACD CALL

• When an ACD call is directed to you, your telephone will ring

and the display will indicate the following:

• 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.

• If you are unable to take this call, press the 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.”

• To answer the call lift the Handset; or if using a headset, press

the SPEAKER button.

• During your conversation, the above display remains on your

telephone.

Group Name Sub-Group Name

BUSY

Sub-Group Name 01:20

BUSY

The group is identified on the display

After 2 seconds

The time the call has waited is displayed

Sub-Group Name Line Name

ACC WRAP-UP HELP

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