Comdial GCA70-38 Manuale utente

Quick Q

Agent’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.

GCA70-382

10/02

Printed in U.S.A.

Oct ‘02 Comdial i

QuickQ Agent’s User Guide-Scout II

Table of Contents

1. THE SCOUT II TELEPHONE FOR AGENTS................1

2. DESCRIPTION OF THE DISPLAY (IDLE DISPLAY) .3

3. INTERACTION WITH FX II ............................................4

4. SIGNING-IN TO QUICKQ................................................5

5. RECEIVING AN ACD CALL............................................7

6. TRANSFERRING AN ACD CALL ...................................8

7. REQUESTING HELP.........................................................9

Selecting Conferencing During Help..............................9

Selecting Hold During Help ..........................................10

8. WRAP-UP: DISCONNECTING FROM A CALL ........11

9. PLACING OUTGOING CALLS .....................................12

Assigning an Account Code...........................................12

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

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

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

13. INCOMING CALL FLOWCHART..............................16

Log-In for Multiple Groups ..........................................17

Contents

ii Comdial Oct ‘02

This page is intentionally blank.

QuickQ Agent’s User Guide-Scout II

Oct 02 Comdial 1

1. THE SCOUT II TELEPHONE FOR

AGENTS

• 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.

• 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 Agents

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.

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 Agent’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.

Interaction with FX II

4 Comdial Oct, 02

3. INTERACTION WITH FX II

• To access FX-II features, press the ACD button to exit QuickQ,

if enabled. Then, press F4 (intercom) followed by the desired

code.

• Your telephone will respond normally when you access FXII

features. During FX II operation, QuickQ will be suspended.

This is indicated by a flashing red light above the ACD button.

After completing the FX II feature, press the ACD button to

resume ACD operation.

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

calls; that is, intecom calls and personal calls.

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

calls and personal calls.

QuickQ Agent’s User Guide-Scout II

Oct 02 Comdial 5

4. 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.

Welcome ->QuickQ

Agt ID:

Rt Qt

Password:

Rt Qt

Signing-in to QuickQ

6 Comdial Oct, 02

• Enter your password digits

• The above display indicates 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 By (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.

• if you do not answer an ACD call sent to you.

• if you place or answer an internal call

• if you answer a transferred call

• if you place an outgoing call during the wrap-up time

QQ Group 01

ByHpLg

Busy

CnHpLg

Pressing Busy

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