Comdial Acd Quick Q Agents Instructions 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
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							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 OpeningIntercom Button*
QQSCS
LCD Alphanumeric
Display
Interactive Buttons
(NOT programmable)
Transfer/Conference
Button*
R
Vo l u m e  U p
Volume Down
* NOTE: These button locations may be reprogrammed by installer.
                
2 IntercomQuickQLine GroupHeadsetParkPageCaller ID
Hold Button* 
						

							The Large Screen Display Telephone
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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.CDRLine 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
s 
						

							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
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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                  QuitValid 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      LOGPressing 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