Comdial QuickQ Agent Telephone User Guide

							Notes
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 ACD directs the lines to
one of your intercom buttons.
·The following features are programmed on the
programmable buttons at your telephone:
- 2 Intercom - Line Grp - Page
- QuickQ - PARK - Headset
3
Interactive Buttons
(NOT programmable)LCD Alphanumeric
Display
Transfer/
Conference
Button
Hold
ButtonIntercom
ButtonProgrammable
Buttons
- 2 Intercom
- QuickQ
-LineGroup
- Headset
- Park
- Page
MUTE SHIFT
SPEAKER
INTERCOM
TRNS/CNF
TA P HOLDOPERTUV PRS WXYDEF ABC QZ
MNO JKL GHI08 793 2
1
# 6 5 4
AW700B
R 
						

							Description of the Display (Idle Display)
This line indicates your present status.
This line indicates the function of the interactive
buttons.
Interaction With DXP·To access DXP 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
DXP features.   During DXP feature operation, QuickQ
will be suspended. This is indicated by a flashing red
light beside the QuickQ button. After completing the
DXP feature, press the QuickQ button to resume ACD
operation.
·Do Not Disturbprevents your phone from ringing on
non-ACD calls; that is, intercom calls and personal calls.
·Call Forwardforwards non-ACD calls only; that is,
intercom calls and personal calls.
Requesting Help!
4
Supervisor Ready!
Supervisor Busy!
RETRY CANCEL
Line Name: Held
CONF RETURN TRANS
Sub-Group Line Name:
ACC WRAP-UP HELP
Line Name: Supervisor
RELEASE TRANS
Release Supervisor Name
YES NO
Sub-Group Line Name:
ACC HELPWrap-up—>20 sec.
Waiting:05 >T:01
READY ACC BUSY Account Description
RETRY OK Acc Code: __
RETRY EXIT
Disconnect Caller
** *
Group Sub-Group
*13
OUTGOING
CALLSub-Group 01:20
BUSY
All Agents Busy!
BUSY
Sub-Group Line Name:
ACC WRAP-UP HELP
Supervisor Name Calling
CONF HOLD
Calling Supervisor Name
CANCEL Call Redirected
Busy
CANCEL HELP LOG QuickQ Group Name
BUSY HELP LOG
Incoming Call 
						

							Log-in Procedure
Log-in For Multiple Groups
Signing-In To QuickQ·Press the QuickQ button
After 2 seconds
·Use the keypad to enter your I.D. number. Should you
enter an incorrect digit, press  the RETRY interactive
button.
·Enter your password digits.
Valid Password
·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.
Pressing Busy
·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.
QuickQ: Group Name
BUSY HELP LOGPassword:
RETRY QUIT Agent I.D.:
RETRY. QUIT
Busy
CANCEL HELP LOG
TIME
OPTIONS
QuickQ Multi 03
BUSY HELP LOG
12
Welcome to QuickQ
Log Procedure
IN CANCEL OUT
Group 1 ?
IN SKIP ALL
5 Welcome->QuickQ
Agent Id:
RETRY QUIT
Password:
RETRY QUIT
QuickQ Group Name
BUSY HELP LOG
Busy
CANCEL HELP LOGValid agent I.D.
Return to DXPNext Group
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
3is displayed first. 
						

							Receiving An ACD Call·When an ACD call is directed to you, your telephone
will ring and the display will indicate the following:
The group is identified on the display
After 2 seconds
The time the call has waited is displayed.
·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.
Call Answered
·During your conversation, the above display remains on
your telephone.
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).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 temporarilly make your telephone Busy if
you:
1. Answer a transferred call.
2. Retreive a parked call.
3. Answer or place an intercom call.
4. 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.
Sub-Group Name Line Name
ACC WRAP-UP HELPSub-Group Name 01:20
BUSY Group Name Sub-Group Name
BUSY
611
Alarm
Display
Waiting: 12 >T:3
xxx xxx xxx 
						

							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.
·Enter through the key pad the Account Code; should you
enter an incorrect digit, press  the RETRY interactive
button.
Valid Account Code
·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.
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 9).
·If the transferred call is not answered, the call will
automatically recall to your telephone (regardless of
your activity).Conferencing During Help
(see next section)
·After requesting HELP, press the CONF interactive
button to conference the supervisor, the caller and
yourself.
Supervisor’s Name
·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.
Line Name Sub Grp Name
ACC WRAP UP HELP
Line Name Sub Grp Name
ACC WRAP UP HELP
Line Name Sub-Group Name
ACC WRAP-UP      HELP
Wrap-up—>020 sec
READY ACC BUSY
Acc Code:___
RETRY EXIT
Account Description
RETRY OK
10 7
Line Name Jan
RELEASE TRANS 
						

							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:
After 2 seconds
Supervisor’s Name
·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.
Selecting Hold During Help
·Press the HOLD Interactive button.
·This action places the caller on hold and connects you
directly with your supervisor.
CONF: Connects the supervisor, caller and
yourself.
RETURN: Return to the caller and release the
supervisor.
TRANS: Transfer the caller to the supervisor and
disconnect yourself.
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.
After 2 seconds
·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.Placing Outgoing Calls
Select any outgoing line.
Number dialed is displayedWrap-up—>020 sec
READY ACC BUSY
Waiting: 12 >T:03
READY ACC BUSY
Calls beyond
alarm
Outgoing Call
ACC WRAP UP HELP
Line Name Held!
CONF RETRN TRANS
89Supervisor Ready
CONF HOLDJan calling
CONF HOLDRequesting Help!
CANCEL
Total
Call
Waiting 
						

							This manual has been developed by
Comdial Corporation (the “Company”) and is
intended for the use of its customers and
service personnel. The information in this
manual is subject to change without notice.
While every effort has been made to
eliminate errors, the Company disclaims
liability for  any  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
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 purchaser’s
purposes contact, Comdial, Inside Sales
Department, P.O. Box 7266, Charlottesville,
Virginia 22906.
Agent’s
User Guide
Printed in U.S.A. GCA70-278.03
4/97
Charlottesville, Virginia 22901-2829
R
World Wide Web:  http://www.comdial.com/
Q
u
ickQ
DXP