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Comdial Scout Telephone, User Manual

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Contents

The Scout Telephone for Supervisors . . . . . . . . . . . . . 1
Description of the Display (Idle Display). . . . . . . . . . . 2
Signing-in to QuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Changing the Mode of Operation . . . . . . . . . . . . . . . . 5
Recording Announcements. . . . . . . . . . . . . . . . . . . . . . 6
Viewing Current Reports . . . . . . . . . . . . . . . . . . . . . . . 9
Monitoring Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Responding to Help . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Receiving ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Placing Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . 13
Transferring an ACD Call . . . . . . . . . . . . . . . . . . . . . 14
Assigning an Account Code . . . . . . . . . . . . . . . . . . . . 14
Things to Remember . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Log-in Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Responding to Request for Help . . . . . . . . . . . . . . . . 16
Supervisor’s Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Supervisor’s User Guide for the Scout Telephone

i

QuickQ

GCA70-345

Summary of Contents for Scout Telephone

Page 1: ...Quick Q Supervisor s User Guide for the Scout Telephone GCA70 345 02 11 00 Printed in U S A ...

Page 2: ...al 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 here...

Page 3: ... Announcements 6 Viewing Current Reports 9 Monitoring Agents 10 Responding to Help 11 Receiving ACD Calls 13 Placing Outgoing Calls 13 Transferring an ACD Call 14 Assigning an Account Code 14 Things to Remember 15 Log in Procedure 15 Responding to Request for Help 16 Supervisor s Menu 17 Supervisor s User Guide for the Scout Telephone i QuickQ GCA70 345 ...

Page 4: ...Notes ii Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ ...

Page 5: ...hould 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 propri etary 12 button and 24 button telephones while QuickQ is active All displays shown in this guide are as seen on the 20 character 10 characters x two lines Scout display Qui...

Page 6: ...EAR 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 2 Supervisor s User Guide for the Scout Telephone QuickQ GCA70 345 This line indicates your present status Quick Q Group 01 ByHpLg This line indicates the function of the ...

Page 7: ... 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 Supervisor s User Guide for the Scout Telephone 3 QuickQ GCA70 345 Welcome QuickQ Agt ID Rt Qt After 2 seconds Password Rt Qt Valid Agent ID ...

Page 8: ...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 log out of QuickQ press ...

Page 9: ...e 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 Supervisor s User Guide for the Scout Telephone 5 QuickQ GCA70 345 Group 01 Dy Mn...

Page 10: ... 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 6 Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ Wt T Ms Rp Ag Free 000s RtCrQt Msg ___...

Page 11: ...n 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 immediately begin recording again Supervisor s User Guide for t...

Page 12: ...t 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 8 Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ Play Msg 01 St ...

Page 13: ...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 Supervisor s User Guide for the Scout Telephone 9 QuickQ GCA70 345 Wt T MsRpAg A 123 L 4 Qt ...

Page 14: ... 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 10 Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ Agt ID _____ SnRtQt Louise 00 45 SCAN SE...

Page 15: ...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 Responding to Help Note You must be in the Idle state see display below to be available to your agents for help Indicates Idle state with group 1 in the day mode Supervisor s U...

Page 16: ...p 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 Indicates the name of the agent requesting help 12 Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ Reqt 4Help As Rj Agnt 101 Ca 11 As Rj After 2 seconds Call Agnt 101 Cn ...

Page 17: ...ersation press Qt quit Receiving ACD Calls 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 Select an outgoing line and dial the number Please refe...

Page 18: ...om that call Your display will enter the WRAP UP mode If the transferred call is not answered the call will automatically recall to your telephone regardless of your activity 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...

Page 19: ...e 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 Log in Procedure Supervisor s User Guide for the Scout Telephone 15 QuickQ GCA70 345 Welcome Quick Q Exit from QuickQ Ys No Log Procedure InCnOt Group Mode Dy ...

Page 20: ...Responding to Request for Help 16 Supervisor s User Guide for the Scout Telephone GCA70 345 QuickQ Call Agnt 101 Cn Group 1 Dy MnMdLg Agnt 101 Line Name Qt Request for Help Agnt 101 Call As Rt ...

Page 21: ...____ Sn Rt Qt Free 000s Msg 01 000s RcPyQt Play Msg 01 St Record Msg 01 St Accept Msg YsNoPy Msgs Clear Ms Qt Group 01 Dy MnMdLg Free 000s Msg RtCrQt Agnt 00 45 Agnt 101 00 Clear Msgs Ys No Mt Agnt 101 Sn Qt A 123 L 4 Qt Wt T Ms Rp Ag Group 01 Dy MnMdLg Agnt SnSeQt Agnt 101 ID Le SnSeQt Msg RtCrQt ...

Page 22: ...ies 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 p...

Page 23: ...GCA70 345 02 11 00 Printed in U S A ...

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