Comdial Quick Q Instructions Manual

							Quick Q
Supervisor’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.
GCA70-302.05
10/02
Printed in U.S.A. 
						

							QuickQ Supervisor’s User Guide
i
TABLE OF CONTENTS
1. The Supervisor Telephone  ................................................ 1
2. The Large Screen Display Telephone  .............................. 2
3. Description Of The Display (Idle Display)  ...................... 3
4. Signing In To QuickQ ........................................................ 3
5. Changing The Mode Of Operation  .................................. 5
6. Recording Announcements  ............................................... 6
7. Reports  ................................................................................ 9
8. Monitoring Agents  ........................................................... 10
9. Responding To Help  ........................................................ 12
10. Call Processing  ............................................................... 14
Receiving ACD Calls.......................................................  14
Using Calling Number ID ...............................................  14
Placing Outgoing Calls ...................................................  15
Assigning An Account Code ...........................................  15
11. Things To Remember  .................................................... 16
12. Log-in Procedure  ........................................................... 17
13. Responding to Request for Help  ................................... 18
14. Supervisor’s Menu  ......................................................... 19 
						

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							QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 1
1.  THE SUPERVISOR TELEPHONE
•  The QuickQ is designed to operate with Comdial’s 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 individual telephone lines appearing on your 
telephone in order for you to answer calls.
•  The following features can be programmed on the 
programmable buttons at your telephone:
•  Intercom•  Page
•  QuickQ•  Headset
•  Line Group•  Caller ID
•  Park
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
2 Comdial Oct ‘02
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.
Figure 2-1  Example of Large Screen Display
         Call Waiting Time
 NN                               MM:SS
XXXXX XXXXX
XXXXX
GP SELECT                       NEXT
XXXXXXXXXXXXXXXX
CALL.CDR
Line 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 Supervisor’s User Guide
Oct ‘02 Comdial 3
3.  DESCRIPTION OF THE DISPLAY 
(IDLE DISPLAY)
4.  SIGNING IN TO QUICKQ
•  Press the QuickQ button.
•  This display notifies you that your are about to log into QuickQ, 
then prompts you to enter your agent ID number.
•  Use the keypad to enter your ID number. Press the RETRY 
interactive button if you enter an incorrect digit.
This line indicates your present status. This line indicates the function of the interactive buttons.
Quick Q Group Name
BUSY HELP LOG
 
After 2 seconds Quick Q Group Name
BUSY HELP LOG
Agent ID:
RETRY QUIT
Valid Agent ID
This display prompts you to enter your password.Password:
RETRY QUIT 
						

							Signing In To QuickQ
4 Comdial Oct ‘02
•  Enter your password digits.
•  You will have full access to all supervisor functions, regardless 
of whether or not you decide to become part ot the answering 
queue.
•  If you want to answer ACD calls for your group, press the YES 
interactive button. ACD calls will be sent to you according to 
the agent availability and your priority level. If you do not want 
to be part of the answering group, press the NO interactive 
button.
•  The above display indicates you are now signed into Group 1, 
and the group is in Day mode. To access the supervisor menu, 
press the MENU interactive button. To change the mode of 
operation, press the MODE interactive button. To log out of 
QuickQ, press the LOG interactive button
•  Three modes of operation are available; day, night or special.
DayDay announcements and call routing.
NightNight announcement and disconnect.
SpecialSpecial announcement and disconnect.
Valid Password
Answer Call?
YES NO
                          
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.Group 1 :Day
MENU MODE LOG 
						

							QuickQ Supervisor’s User Guide
Oct ‘02 Comdial 5
5.  CHANGING THE MODE OF 
OPERATION
•  The idle display indicates the current mode of operation for the 
group.
•  To change the mode of operation manually for the group, press 
the MODE interactive button.
•  Press the interactive button that corresponds to the desired mode 
of operation for your group.
Group 1            :                  Day
MENU           MODE        LOG
This display indicated that group 1 is in day mode .
Group Mode?
DAY                   NIGHT              SPEC’L 
						

							Recording Announcements
6 Comdial Oct ‘02
6.  RECORDING ANNOUNCEMENTS
•  To record the announcements for your group, press the MENU 
interactive button from the idle display.
•  Press the 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.
.
This is the supervisor’s menu display.  All supervisor features are
accessible through this displayWaiting: 02 >T:00
Message ReportAgent
Time Free:           200 seconds
RETRY               CLEAR           QUIT
Indicates how much time is currently available for recording
After 2 seconds
Message #: ___
RETRY                CLEAR           QUIT
Clear all messages or choose a specific message to record