Vertical Communications Telephone Scout Telephone User Manual

Quick Q  
Supervisor’s User Guide for  
the Scout Telephone  
GCA70-345.02 11/00  
Printed in U.S.A.  
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Contents  
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Notes  
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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. This button enables you to sign  
into QuickQ. Buttons F2, F3, and F4 should be programmed to  
function the same as the three interactive buttons on the propri-  
etary 12-button and 24-button telephones while QuickQ is active.  
All displays shown in this guide are as seen on the 20-character  
(10 characters x two lines) Scout display.  
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Description of the Display (Idle Display)  
Quick Q  
Group 01  
ByHpLg  
This line indicates your present status.  
This line indicates the function of the interactive  
buttons. Please refer to the table below for the  
interactive button definitions.  
Scout Interactive Button Definitions  
Scout  
Display  
Standard  
Display  
Scout  
Display  
Standard  
Display  
Ab  
Ac  
Ag  
Al  
ABORT  
ACC (account)  
AGENT  
ALL  
Ok  
Ot  
Py  
Qt  
Rd  
Rc  
Rj  
OK  
OUT  
PLAY  
QUIT  
As  
By  
Cf  
ANSWER  
BUSY  
READY  
RECORD  
REJECT  
RELEASE  
REPORT  
RETRY  
CONF  
Cn  
Cr  
CANCEL  
CLEAR  
DAY  
Rs  
Rp  
Rt  
Dy  
Ex  
Hp  
Hd  
In  
EXIT  
Rn  
Sn  
Se  
Sk  
Sp  
St  
RETURN  
SCAN  
HELP  
HOLD  
SELECT  
SKIP  
IN  
Lg  
Lg  
Mn  
Md  
Ms  
Nt  
LOG  
SPEC’L (special)  
STOP  
LOGOUT  
MENU  
MODE  
MSG (message)  
NIGHT  
NO  
Tr  
TRANS (transfer)  
VOICE  
Vc  
Wp  
Ys  
WRAPUP  
YES  
No  
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Signing-in to QuickQ  
Press the ACD (F1) button (OAI button).  
Welcome -> QuickQ  
This display notifies you that you are about to log into QuickQ.  
After 2 seconds  
Agt ID:  
Rt  
Qt  
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.  
Valid Agent ID  
Password:  
Rt  
Qt  
This display prompts you to enter your password.  
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Enter your password digits.  
Valid Password  
Answer Call?  
Ys  
No  
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, press the No Interactive  
button.  
Group 01  
Dy  
MnMdLg  
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.  
The above display indicates you are now signed into Group 1, and  
the group is in Dy (day) mode. To access the supervisor menu,  
press the Mn (menu) Interactive button. To change the mode of  
operation, press the Md (mode) Interactive button. To log out of  
QuickQ, press the Lg (log) Interactive button.  
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Changing the Mode of Operation  
The idle display indicates the current mode of operation for the  
group.  
Group 01  
Dy  
MnMdLg  
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.  
Group Mode?  
Dy  
Nt  
Sp  
Three modes of operation are available; day, night and special.  
Press the Interactive button that corresponds to the desired mode  
of operation for your group as follows:  
Day announcements and call routing.  
Night announcement and disconnect.  
Special announcement and disconnect.  
Dy (day)  
Nt (night)  
Sp (special)  
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Recording Announcements  
To record the announcements for your group, press the Mn  
(menu) Interactive button from the idle display.  
Wt:  
Ms  
>T  
Ag  
Rp  
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 port. Once a voice  
port is available, the following display is shown.  
Free:  
000s  
RtCrQt  
Indicates how much time is currently available for recording.  
After 2 seconds  
Msg #: ____  
RtCrQt  
Clear all messages or choose a specific message to record.  
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Enter the desired message number.  
Msg 01:  
000s  
RcPyQt  
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.  
Record Msg  
01  
St  
Indicates which message you are recording.  
Accept Message?  
YsNoPy  
Allows you to review, reject or accept the message recorded.  
To accept the message recorded, press Ys (yes). You will then  
return to the Time free display to allow you to continue recording  
additional announcements. If you do not want this message, press  
No. The system will immediately begin recording again.  
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If you want to review the recorded announcement, press the Py  
(play) Interactive button.  
Play Msg 01  
St  
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 recording messages during peak calling periods,  
since while you are recording you are using one of the voice  
ports. This could result in longer than usual ring delays for  
callers.  
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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).  
Wt:  
>T  
MsRpAg  
Press the Rp (report) Interactive button.  
A: 123  
L : 4  
Qt  
To return to the idle display, press Qt (quit).  
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Monitoring Agents  
The group supervisor can monitor agent activity and silently  
monitor conversations. From the supervisor menu, press the Ag  
(agent) Interactive button.  
Agt ID: _____  
SnRtQt  
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 system will select an agent for you.  
Louise:  
SCAN  
> 00:45  
QUIT  
SELECT  
Indicates the selected agent and the time the agent has been in his  
or her current sate.  
After 2 seconds  
Agnt 101:  
Sn  
Se  
Qt  
Shows the current state of the selected agent. This agent is on an  
incoming call.  
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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.  
Mt  
Sn  
Agnt 101  
Qt  
Indicates which agent’s conversation you are monitoring.  
Press Sn (scan) to have the system select another agent, or press  
Qt (quit) to enter another agent’s ID. Press Qt (quit) twice to  
return to the idle display.  
Responding to Help  
Note: You must be in the Idle state (see display below) to be  
available to your agents for help.  
Group 01  
Dy  
MnMdLg  
Indicates Idle state with group 1 in the day mode.  
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When an agent in your group requests help, your telephone will  
beep and this display will appear.  
Reqt  
As  
4Help  
Rj  
Indicates an agent is requesting your assistance.  
After 2 seconds  
Agnt 101  
As  
Ca 11  
Rj  
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 As (answer) Interactive button. The system  
will then call the agent.  
Call Agnt 101  
Cn  
Indicates the name of the agent requesting help.  
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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.  
Agnt 101  
Line Name  
Qt  
Indicates the name of the agent requesting help.  
To disconnect from the conversation, press Qt (quit).  
Receiving ACD Calls  
When you sign into the QuickQ, you can choose to accept ACD  
calls, but you cannot transfer a call into any ACD queue.  
However, you can transfer a call to any individual agent using the  
agent’s intercom number. Please refer to the Agent’s User Guide  
for details on receiving ACD calls.  
Placing Outgoing Calls  
Select an outgoing line and dial the number. Please refer to the  
Agent’s User Guide for details on placing outgoing calls.  
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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.  
Line Name  
Supp 901  
AcWpHp  
To transfer a call, press the T/C button.  
Announce the call to the intended party (paging may be helpful  
for this).  
Line Name  
Supp 901  
AcWpHp  
Press the Wp (wrap-up) interactive button to disconnect from that  
call. Your display will enter the WRAP-UP mode.  
If the transferred call is not answered, the call will automatically  
recall to your telephone (regardless of your activity).  
Assigning an Account Code  
Account codes can be assigned to both incoming and outgoing  
calls. Multiple account codes can be given to individual calls.  
Please refer to the Agent’s User Guide for details on assigning  
account codes.  
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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.  
If you choose to accept ACD calls, be sure to log out or press the  
menu Interactive button to make your station busy when you  
leave your desk or when you are unable to answer ACD calls.  
Log-in Procedure  
Welcome  
Quick Q  
Agent ID:  
Rt  
Qt  
Qt  
Password:____  
Rt  
Answer Call ?  
Ys  
No  
Group 1  
Mn  
:
Dy  
Lg  
Md  
Group Mode ?  
Dy  
Nt  
Sp  
Exit from QuickQ  
Ys  
No  
Log Procedure  
InCnOt  
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Responding to Request for Help  
Request for Help  
Agnt 101  
As  
Call  
Rt  
Call Agnt 101  
Cn  
Agnt 101  
Line Name  
Qt  
Group 1  
:
Dy  
MnMdLg  
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Supervisor’s Menu  
Group 01  
Dy  
MnMdLg  
Wt :  
Ms  
> T  
Ag  
:
Rp  
A: 123  
L: 4  
Qt  
Free :  
Msg # :  
000s  
Agt ID: ________  
Sn Rt  
Qt  
RtCrQt  
Agnt  
Agnt :  
>
00:45  
Msg 01  
:
000s  
RcPyQt  
SnSeQt  
Play Msg 01  
St  
Mt  
Sn  
Agnt 101  
Qt  
Record Msg 01  
Agnt 101  
Agnt 101  
Le  
>
00  
St  
:
ID  
SnSeQt  
Accept Msg  
YsNoPy  
Free :  
000s  
Msg # :  
RtCrQt  
Clear Msgs  
Ys  
No  
Qt  
Msgs Clear  
Ms  
Group 01  
Dy  
MnMdLg  
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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.  
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GCA70-345.02 11/00  
Printed in U.S.A.  
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