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Responding to Help

14

Comdial

Oct 02

Indicates the name of the agent requesting help.

• 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.

Indicates the name of the agent requesting help.

• To disconnect from the conversation, press Qt (quit).

Call Agnt 101

Cn

Agnt101 Line Name

Qt

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Summary of Contents for GCA70-38

Page 1: ...Quick Q Supervisor s User Guide for the Scout II Telephone ...

Page 2: ...ibility 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 comp...

Page 3: ...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 ...

Page 4: ...This page is intentionally blank ...

Page 5: ...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 ...

Page 6: ...t 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 ...

Page 7: ...y 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 intera...

Page 8: ...isplay 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 ...

Page 9: ...ering 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...

Page 10: ...e 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 Gro...

Page 11: ...menu display All supervisor features are accessible through this display 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 Clear all messages or choose a specific message to record Wt T Ms Rp Ag Free 000s RtCrQt Ms...

Page 12: ... the handset Press the St stop Interactive button when you are finished recording Indicates which message you are recording Allows you to review reject or accept the message recorded 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 immediatel...

Page 13: ...ed Once you press St stop you will be prompted 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 Play Msg 01 St ...

Page 14: ...red 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 From the idle display press Mn menu Press the Rp report Interactive button To return to the idle display press Qt quit Wt T MsRpAg A 123 L 4 Qt ...

Page 15: ... you to select the specific agent you want or to have the system select an agent 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 sate Shows the current state of the selected agent This agent is on an incoming call Agt ID ___ SnRtQt Louise 00 45 SnSeQt...

Page 16: ...r 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 Indicates which agent s 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 Mt Agnt 101 Sn Qt ...

Page 17: ...roup requests help your telephone will beep and this display will appear Indicates an agent is requesting your assistance Indicates the name of the agent requesting help To reject the call for help press the Rj reject Interactive button The agent will be notified that you are unavailable To answer press the As answer Interactive button The system will then call the agent Group 01 Dy MnMdLg Reqt 4H...

Page 18: ...t 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 Indicates the name of the agent requesting help To disconnect from the conversation press Qt quit Call Agnt 101 Cn Agnt101 Line Name Qt ...

Page 19: ...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 9 2 Placing Outgoing Calls Select an outgoing line and dial the number Please refer to the Agent s User Guide for details on placing outgoing calls 9 3 Transferring an ACD Call When transferring a call be aware that you are responsible for the transferred call un...

Page 20: ...red call is not answered the call will automatically recall to your telephone regardless of your activity 9 4 Assigning an Account Code Account 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 Line Name Supp901 AcWpHp ...

Page 21: ...button to resume 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 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 ...

Page 22: ...Log in Procedure 18 Comdial Oct 02 11 LOG IN PROCEDURE Welcome QuickQ Agent ID Rt Qt Password Rt Qt Answer Call Ys No Group 1 Dy Mn Md Lg Group Mode Dy Nt Sp Exit from QuickQ Ys No Log Procedure InCnOt ...

Page 23: ...QuickQ Supervisor s User Guide Scout II Oct 02 Comdial 19 12 RESPONDING TO REQUEST FOR HELP Request for Help Agnt 101 Call As Rt Agnt101 Ln Name Qt Call Agt 101 Cn Group 1 Dy MnMdLg ...

Page 24: ...Supervisor s Menu 20 Comdial Oct 02 13 SUPERVISOR S MENU ...

Page 25: ... 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 contin gency to be met in connection with installation operation or mainte nance Should further information be desired or should particular problems arise which are not covered sufficient...

Page 26: ...GCA70 381 10 02 Printed in U S A ...

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