Instruction/ maintenance manual of the product Scout Telephone Vertical Communications
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Quick Q Supervisor’s User Guide for the Scout Telephone GCA70-345.02 11/00 Printed in U.S.A..
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.
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 .............
Notes ii Supervisor’s User Guide for the Scout Telephone GCA70-345 QuickQ.
The Scout Telephone for Supervisors • QuickQ versions using software release 3.0 (or later) allow the use of up to nine Scout digital wireless telephones. Using these telephones provides users with maximum freedom to move about within the call center.
Description of the Display (Idle Display) Scout Interactive Button Definitions Scout Display Standard Display Scout Display Standard Display Ab ABORT Ok OK Ac ACC (account) Ot OUT Ag AGENT Py PLAY Al .
Signing-in to QuickQ • Press the ACD (F1) button (OAI button). This display notifies you that you are about to log into QuickQ. This display 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.
• Enter your password digits. You will have full access to all supervisor functions regardless of your choice. • IF you want to answer ACD calls for your group, press the Ys (yes) Interactive button. ACD calls will be sent to you according to the agent availability and your priority level.
Changing the Mode of Operation • The idle display indicates the current mode of operation for the group. The display indicates that group 1 is in day mode. • To change the mode of operation manually for the group, press the Md (mode) Interactive button.
Recording Announcements • To record the announcements for your group, press the Mn (menu) Interactive button from the idle display. This is the supervisor’s menu display. All supervisor features are accessible through this display. • Press the Ms (msg) Interactive button.
• Enter the desired message number. Indicates the current time recorded for this message. • When you are ready to record the announcement, lift the handset and press the Rc (record) Interactive button. Wait for the tone, and then start speaking into the handset.
• If you want to review the recorded announcement, press the Py (play) Interactive button. Indicates which message is being played. • Once you press St (stop), you will be prompted to accept, reject or review the message again. Press the appropriate Interactive button.
Viewing Current Reports • The supervisor can view current reports on answered and aban - doned call statistics. These statistics are based on line activity for the group. Note: If your group does not have lines assigned to it, this report will show zeros.
Monitoring Agents • The group supervisor can monitor agent activity and silently monitor conversations. From the supervisor menu, press the Ag (agent) Interactive button. Allows you to select the specific agent you want, or to have the system select an agent.
• Press the Sn (scan) Interactive button to view another agent, or press the Qt (quit) Interactive button to enter another agent’s ID. • To silently monitor an agent’s conversation, press the Se (select) Interactive button. You will then be able to listen to the conversa - tion without the agent or the caller hearing you.
When an agent in your group requests help, your telephone will beep and this display will appear. Indicates an agent is requesting your assistance. Indicates the name of the agent requesting help. • To reject the call for help, press the Rj (reject) Interactive button.
• When the agent answers, you will either be connected to the agent and the caller, or just the agent (at the agent’s discretion). The agent has the option to transfer the call to you, or disconnect you from the conversation. While connected to this call, your display will be as follows.
Transferring an ACD 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 the T/C button. • Announce the call to the intended party (paging may be helpful for this).
Things to Remember • If your display is blank, your telephone is either not logged-in, or the QuickQ is suspended. Press the QuickQ button to resume. • The agent cannot log out if he or she is the last one in the group to answer. To log out after answering last, the agent must change the mode of operation to Night or Special and then log out.
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.
Supervisor’s Menu Supervisor’s User Guide for the Scout Telephone 17 QuickQ GCA70-345 Agt ID: ________ Sn Rt Qt Free : 000s Msg 01 : 000s RcPyQt Play Msg 01 St Record Msg 01 St Accept Msg YsNoPy M.
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.
GCA70-345.02 11/00 Printed in U.S.A..
An important point after buying a device Vertical Communications Scout Telephone (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Vertical Communications Scout Telephone yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Vertical Communications Scout Telephone - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Vertical Communications Scout Telephone you will learn all the available features of the product, as well as information on its operation. The information that you get Vertical Communications Scout Telephone will certainly help you make a decision on the purchase.
If you already are a holder of Vertical Communications Scout Telephone, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Vertical Communications Scout Telephone.
However, one of the most important roles played by the user manual is to help in solving problems with Vertical Communications Scout Telephone. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Vertical Communications Scout Telephone along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
