Comdial Acd Quick Q Agents Instructions Manual
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QuickQ Agents User Guide Oct ‘02 Comdial 7 6. TRANSFERRING A CALL • When transferring a call, be aware that you are responsible for the transferred call until the intended party answers the call. • To transfer a call, press either the PARK button or the TRANSFER button. • Announce the call to the intended party (paging may be helpful for this). • Press the WRAP-UP interactive button to disconnect from that call. Your display will enter the WRAP-UP mode (refer to page 10). • If the transferred call is not answered, the call will automatically recall to your telephone (regardless of your activity). Line Name Sub-Group Name ACC WRAP-UP HELP
Requesting Help 8 Comdial Oct ‘02 7. REQUESTING HELP • The Help function calls the supervisor without interrupting your present conversation. • During your conversation, press the HELP interactive button. When the supervisor responds to your request: • You now have the option to add the supervisor to your conversation (CONFerence) or to place the caller on HOLD while you discuss the situation with your supervisor. 7.1 Selecting Conferencing During Help • After requesting HELP, press the CONF interactive button to conference the supervisor, the caller and yourself. Requesting Help! Supervisor Ready CONF HOLD Jan CallingAfter 2 seconds CONF HOLD Supervisor’sName Line Name Jan RELEASE TRANS Supervisor’s Name
QuickQ Agents User Guide Oct ‘02 Comdial 9 • The top line of the display identifies the line and supervisor, indicating a conference. Press the RELEASE interactive button to drop the supervisor from the call. Press the TRANS interactive button to send this call to the supervisor. 7.2 Selecting Hold During Help • Press the HOLD Interactive button. • This action places the caller on hold and connects you directly with your supervisor. CONFConnects the supervisor, caller, and yourself. RETURNReturn to the caller and release the supervisor. TRANSTransfer the caller to the supervisor and disconnect yourself. Line Name HELD! CONF RETURN TRANS
Wrap-up: Disconnecting from a Call 10 Comdial Oct ‘02 8. WRAP-UP: DISCONNECTING FROM A CALL • To complete a call, hang up the receiver. The system provides a preprogrammed wrap-up time to allow you to complete any after call work. During the wrap-up time, no calls will be directed to you. • The display indicates the number of calls holding and the number of calls waiting longer than the programmed acceptable time (alarm threshold). • After the wrap-up time has expired, your telephone will return to the IDLE display. • You can bypass the wrap-up time by pressing the READY interactive button, or you can select the BUSY interactive button during the wrap-up time, should you require more time or need to leave your desk. Wrap-up----------------->020 seconds READY ACC BUSY Waiting: 12 >T:03 READY ACC BUSY Total Calls Waiting Calls Beyond Alarm After 2 seconds After 2 seconds
QuickQ Agents User Guide Oct ‘02 Comdial 11 9. PLACING OUTGOING CALLS • Select any outgoing line. 9.1 Assigning an Account Code • To assign an account code to a call, press the ACC Interactive button during or after the call. Account codes must be preset by the supervisor. Account codes can be used on both incoming and outgoing calls. Outgoing Call ACC WRAP-UP HELP Number dialed is displayed Line Name Sub-Group Name ACC WRAP-UP HELP Wrap-up --------------------->020 seconds READY ACC BUSY Acc Code:___ RETRY EXIT
Placing Outgoing Calls 12 Comdial Oct ‘02 • Enter the Account Code with the telephone key pad. If you enter an incorrect digit, press the RETRY interactive button. • If correct press the OK interactive button to return to the previous state. • Calls can have more than one account code. To enter additional codes, repeat above exercise for each. Account Description RETRY OK
QuickQ Agents User Guide Oct ‘02 Comdial 13 10. ALARM CONDITION • An alarm tone sounds on your telephone when waiting calls have exceeded the time on hold set by your supervisor. • This alarm will sound regardless of your activity (idle, busy, or on a call). Waiting 12 >T:3 XXX XXX XXXAlarm Display
Things to Remember 14 Comdial Oct ‘02 11. THINGS TO REMEMBER • If your display is showing the time and date, your telephone is either not logged-in or QuickQ is suspended. Press the QuickQ button to resume. • QuickQ will automatically make your telephone Busy if you miss an ACD call. • QuickQ will temporarily make your telephone Busy if you: • answer a transferred call • retrieve a parked call • answer or place an intercom call • answer or place a non-ACD call • When you complete either of the above actions, the system will automatically return you to your previous state. • Log out if you are leaving for the day. • You cannot log out if you are the last agent in the group. At the preset closing time, the system will automatically log you out. • Remember to make your telephone Busy if you are leaving your desk or unable to answer ACD calls.
QuickQ Agents User Guide Oct ‘02 Comdial 15 12. LOG-IN PROCEDURE Welcome to QuickQ Agent ID: RETRY QUIT Password: RETRY QUIT Quick Q: Group Name BUSY HELP LOG Busy CANCEL HELP LOG Log Procedure IN CANCEL OUT TIME OPTIONS Return to FX II
Log-in Procedure 16 Comdial Oct ‘02 12.1 Log-in for Multiple Groups Note: Each group that you belong to is displayed in the order of your priority in each one. For example, if you belong to three groups (1, 2, and 3) and your priority is highest in group 3, Group 3 is displayed first. Group 1? IN SKIP ALL QuickQ Multi 03 BUSY HELP LOG