Comdial QuickQ Super..
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1. 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 Valid ID This display prompts Paswrd you to enter your Re Oe password Enter your password digits Valid password You will have full access to all supervisor functions regardless of your choice Ans Carie ws INO 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 Group0Ol Dy MnMdLg 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 Changing The Mode Of Operation e The idle display indicates the current mode of operation for the group Group0l Dy The display indicates that lis ind MnMdLg ee is in day e To change the mode of operation manually for the group press the Md mode Interactive button Three modes of oper2. The Scout Telephone For Supervisors Table Of Contents The Scout Telephone for Supervisors Description of the Display Idle Display Signing in to QuickQ Changing the Mode of Operation Recording Announcements Viewing Current Reports Monitoring Agents Responding to Help Receiving ACD Calls Placing Outgoing Calls Assigning an Account Code Things to Remember Log in Procedure Responding to Request for Help Supervisor s Menu aa SCeCeemianakbwwpy QuickQ versions using software release 3 0 or later allow the use of up to nine Scout 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 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 Quick Q is active All displays shown in this guide are as seen on the 20 character 10 characters x two lines Scout display Antenna Receiver s00 Volume Button pa Mute Button Display E g R T C Button Oy no AER QO Hold Button pumas Q Memo Button TAP Button Ge Numeric 4 6 Battery Keypad Qe Pack amp CD Function Function i DAO Button LEDs F2 Buttons DOLU Function om Optional Fr to im peal Button L
3. abels e vibrator ee ee Head Set r ee Al re Microphone i TX Recharging Contacts EXPOSHST Belt Clip Supervisor s Menu Group01 Dy MnMdLg Free 000s m ele the Agt Id _ Sik Bt Qt J P ee 20 0105 RcPyQt E _ _ Vv Play Msg01 st Agnt gt 00 45 Agnt SnSeQt Y Sn Mt Agnt101 Qt gt Record Msg Agnt101 gt 00 gil St Agnt101 Id le SnsSeQt Accept Msg YsNoPy J Free 000s Msg ie CieOhe a Clear Msgs TS No 4 Yv sgs Clear Group0l Dy Ms Qt MnMdLg CAJS112 11 Log in Procedure elcome gt sa QQ Dy Nt Grp Mode Sp v eenaa ea Exit QO Ooo SNS OOO M y Log Proced ure InCnOt L CAJS113 Responding To Request For Help v Call Agntl om Cn Agnt101Lin Name Sis gt Vv GroupO0l Dy MnMdLg CAJS114 Description Of The Display Idle Display This line indicates your present status This line indicates the function of the interactive buttons Please refer to page 6 for the interactive button definitions QQ Groupodl ByHplg Signing In To QuickQ Press the ACD F1 button OAI button Welcome gt QQ After 2 seconds This display notifies you that you
4. ade to eliminate errors the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contingency to be met in connection with installation operation or maintenance Should further information be desired or should particular problems arise which are not covered sufficiently for the purchaser s purposes contact Comdial Inside Sales Department P O Box 7266 Charlottesville Virginia 22906 Printed in U S A COMDIAL Charlottesville Virginia 22901 2829 World Wide Web http www comdial com GCA70 345 01 Supervisor s User Guide for the Scout Telephone E COMDIAL
5. ation are available day night and special Grp Mode Dy Nt Sp e 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 Recording Announcements e To record the announcements for your group press the Mn menu Interactive button from the idle display This is the supervisor s menu display All supervisor features are accessible through this display Wt Balk MESS IRS ANG e Press the Ms 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 Indicates how much time is currently available for recording Free 000s RECTO After 2 seconds Msg Clear all messages or RtcCrot choose a specific message to record Receiving ACD Calls e When you sign into the QuickQ you can choose to accept ACD calls but you cannot transfer a call into any ACD queue However you can transfer a call to any individual agent using the agent s intercom number Please refer to the Agent s User Guide for details on receiving ACD calls Placing Outgoing Calls e Select an outgoing line and dial the number Please refer to the Agent s User Guide for details on placing outgoing calls Assigning An Account Code e Acco
6. e The group supervisor can monitor agent activity and silently monitor conversations From the supervisor menu press the Ag agent Interactive button Allows you to select the Agt Id specific agent you want SnRt Qt or to have the system select an agent e Enter the ID number of the agent you want to monitor or press Sn scan and the system will select an agent for you Indicates the selected agent and the time the agent has been in his or her current state Agnt101 gt 00 00 SnSeQt After 2 seconds Shows the current state of the selected agent This agent is on an incoming call Agnt101 So Cm Ole e Press the Sn scan Interactive button to view another agent or press the Qt quit Interactive button to enter another agent s ID e To silently monitor an agent s conversation press the Se select Interactive button You will then be able to listen to the conversation without the agent or the caller hearing you Mt Agnt101 Indicates which agent s Sn Qt conversation you are monitoring Press Sn scan to have the system select another agent or press Qt quit to enter another agent s ID Press Qt quit twice to return to the idle display This manual has been developed by Comdial Corporation the Company and is intended for the use of its customers and service personnel The information in this manual is subject to change without notice While every effort has been m
7. e name of the agent requesting help Call Agntl 01 ein e When the agent answers you will either be connected to the agent and the caller or just the agent at the agent s discretion The agent has the option to transfer the call to you or disconnect you from the conversation While connected to this call your display will be as follows Agnt101Lin Indicates the name of the agent requesting help e To disconnect from the conversation press Qt quit Name Ot Enter the desired message number Indicates the current time recorded for this message Msg01 000s RcPyOt When you are ready to record the announcement lift the handset and press the Rc record Interactive button Wait for the tone and then start speaking into the handset Press the St stop Interactive button when you are finished recording Indicates which message you are recording Record Msg om st Allows you to review reject or accept the message recorded Accept Msg YSNOPy To accept the message recorded press Ys yes You will then return to the Time free display to allow you to continue recording additional announcements If you do not want this message press No The system will immediately begin recording again If you want to review the recorded announcement press the Py play Interactive button Play Msg01 Indicates which St message is being played Once you press St stop you will be promp
8. ted to accept reject or review the message again Press the appropriate Interactive button To return to the Idle display press Qt quit Refrain from recording messages during peak calling periods since while you are recording you are using one of the voice ports This could result in longer than usual ring delays for callers Viewing Current Reports e The supervisor can view current reports on answered and abandoned call statistics These statistics are based on line activity for the group Note If your group does not have lines assigned to it this report will show zeros e From the idle display press Mn menu Wt ST This display is the supervisor s menu MsRpAg display e Press the Rp report Interactive button Indicates the A7123 L 4 cumulative answered ot and lost calls on the group s lines e To return to the idle display press Qt quit Scout Interactive Button Definitions Scout Standard Scout Standard Display Display Display Display Ab ABORT Ok OK Ac ACC account Ot Out Ag AGENT Py PLAY A ALL Qt QUIT AS ANSWER Rd READY By BUSY Re RECORD Cn CANCEL Rj REJ ECT Gr CLEAR Rs RELEASE Cf CONF 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 Ve VOICE Ms MSG rressage Wp WRAPUP Nt NIGHT Ys YES No NO 6 Monitoring Agents
9. unt codes can be assigned to both incoming and outgoing calls Multiple account codes can be given to individual calls Please refer to the Agent s User Guide for details on assigning account codes Things To Remember e If your display is blank your telephone is either not logged in or the QuickQ is suspended Press the QuickQ button to resume e The agent cannot log out if he or she is the last one in the group to answer To log out after answering last the agent must change the mode of operation to Night or Special and then log out e If you choose to accept ACD calls be sure to log out or press the menu Interactive button to make your station busy when you leave your desk or when you are unable to answer ACD calls Responding To Help g Note You must be in the Idle state see display below to be available to your agents for help Group0l Dy Indicates Idle state with e MnMdLg group 1 in the day mode e When an agent in your group requests help your telephone will beep and this display will appear Indicates an agent is requesting your assistance Reqt 4Help As RJ After 2 seconds Indicates the name of the agent requesting help Agnt101 Ca Tt AS Rg e To reject the call for help press the Rj reject Interactive button The agent will be notified that you are unavailable e To answer press the As answer Interactive button The system will then call the agent Indicates th
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