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Vertical Communications Scout Telephone manual

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Table of contents for the manual

  • Page 1

    Quick Q Supervisor’s User Guide for the Scout Telephone GCA70-345.02 11/00 Printed in U.S.A.[...]

  • Page 2

    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 [...]

  • Page 3

    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 ......................6 Viewing Current Reports .......................9 Monitoring Agents .....................[...]

  • Page 4

    Notes ii Supervisor’s User Guide for the Scout Telephone GCA70-345 QuickQ[...]

  • Page 5

    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. • The F1 button should be programmed as the OAI button (labeled ACD) on your Scout telephone. [...]

  • Page 6

    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 ALL Qt QUIT As ANSWER Rd READY By BUSY Rc RECORD Cf CONF Rj REJECT Cn CANCEL Rs RELEASE Cr CLEAR Rp REPORT Dy DAY Rt RETRY Ex EXIT Rn RETURN Hp HELP S[...]

  • Page 7

    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. This display prompts you to enter your password. Supe[...]

  • Page 8

    • 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. If you do not want to be part of the answering group, p[...]

  • Page 9

    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. Three modes of operation are available; day, night and special. • Press the Interactive bu[...]

  • Page 10

    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. The system will then call the digital voice announcer to access a voice[...]

  • Page 11

    • 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. Press the St (stop) Inter - active button when you are finished recording. Indicate[...]

  • Page 12

    • 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. • To return to the Idle display, press Qt (quit). • Refrain from recordi[...]

  • Page 13

    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. • From the idle display, press Mn (menu). • Press the Rp (report) Interactive button. ?[...]

  • Page 14

    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. • Enter the ID number of the agent you want to monitor, or press Sn (scan), and the sy[...]

  • Page 15

    • 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. Indicates which ag[...]

  • Page 16

    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. The agent will be notified that you are unavailable. • To answer, press the [...]

  • Page 17

    • 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. Indicates the name of the agent requesting help. • To d[...]

  • Page 18

    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). • Press the Wp (wrap-up) interactive button to disconnect from that[...]

  • Page 19

    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. ?[...]

  • Page 20

    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[...]

  • Page 21

    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 Msgs Clear Ms Qt Group 01 Dy MnMdLg Free : 000s Msg # : RtCrQt Agnt > 00:45 Agnt 101 > 00 Clear Msgs Ys No Mt Agnt 101 Sn Qt A: 123 L: 4 Qt Wt : [...]

  • Page 22

    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 o[...]

  • Page 23

    GCA70-345.02 11/00 Printed in U.S.A.[...]