Avaya 1140E User Manual
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Avaya 1140E User Manual

Avaya 1140E User Manual

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See also: Software User Manual , User Manual
Avaya 1140E IP Deskphone
Call Center User Guide
Avaya Communication Server 1000
Document Status: Standard
Document Version: 06.01
Part Code: NN43113-105
Date: November 2010

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Summary of Contents for Avaya 1140E

  • Page 1 Avaya 1140E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 06.01 Part Code: NN43113-105 Date: November 2010...
  • Page 2 Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc.

  • Page 3: Table Of Contents

    Contents About the Avaya 1140E IP Deskphone ....7 Basic features ........7 Telephone controls .
  • Page 4 Contents Using the Agent key ....... . 34 Using Answer Emergency ......34 Using Call Agent .

  • Page 5: Revision History

    October 2010 Standard 05.01. This document is up-issued to support changes related to rebranding. June 2010 Standard 04.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. May 2009 Standard 03.01. This document is up-issued to support Communication Server 1000 Release 6.0.
  • Page 6 Revision history January 2006 Standard 2.00. This document is up-issued to support Communication Server 1000 Release 4.5. November 2005 Standard 1.00. This document is up-issued to support Communication Server 1000 Release 4.5.

  • Page 7: About The Avaya 1140E Ip Deskphone

    About the Avaya 1140E IP Deskphone About the Avaya 1140E IP Deskphone The Avaya 1140E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys.
  • Page 8 About the Avaya 1140E IP Deskphone Note: Some Avaya 1140E IP Deskphone phones are not configured to support soft key functionality. Consult your system administrator. • graphical, high-resolution LCD display, backlit, with adjustable contrast • high-quality speaker phone • volume control keys for adjusting ringer, speaker, handset, and headset volume •...
  • Page 9 • Accessory Expansion Module port to connect the Avaya 1100 Series Expansion Module For information about using the Expansion Module, see the Avaya 1100 Series Expansion Module User Guide (NN43130-101). Figure 2 shows the Avaya 1140E IP Deskphone. Figure 2: Avaya 1140E IP Deskphone...

  • Page 10: Telephone Controls

    About the Avaya 1140E IP Deskphone Telephone controls This section describes the controls on your Avaya 1140E IP Deskphone. In some geographic regions, the Avaya 1140E IP Deskphone is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key caps, for example, (Services).
  • Page 11 About the Avaya 1140E IP Deskphone A steady LCD light beside a feature key AutoAns indicates that the feature is active. A flashing LCD light indicates that the feature is being programmed. Use the Volume control buttons to adjust the...
  • Page 12 About the Avaya 1140E IP Deskphone Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements. Down to scroll up and down in...
  • Page 13 About the Avaya 1140E IP Deskphone Press the Headset key twice to open the Bluetooth Setup menu. (Headset) If Bluetooth wireless technology is not enabled on your phone, this menu is not available. (Headset) For information about installing a Bluetooth wireless technology headset, see the Avaya 1140E IP Deskphone User Guide.
  • Page 14 About the Avaya 1140E IP Deskphone Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop (Quit) does not affect the status of active calls. Press the Shift/Outbox key to toggle between two feature key pages and to access (Shift/Outbox) an additional six lines/features.
  • Page 15 About the Avaya 1140E IP Deskphone Press the Services key to open the Services menu, and use the navigation keys to access (Services) (Services) the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time —...
  • Page 16 About the Avaya 1140E IP Deskphone • Password Admin: — Station Control Password (Services) Password Admin menu is not (continued) available on all Avaya 1140E IP Deskphone sets. Consult your system administrator. • Display Network Diagnostics Utilities Only your system administrator or service...

  • Page 17: Telephone Display

    About the Avaya 1140E IP Deskphone Telephone display The Avaya 1140E IP Deskphone has three display areas: • The upper display area provides labels for the six self-labeled line/ programmable feature key labels. • The middle display area contains single-line information for items...

  • Page 18: Agent And Supervisor Features

    Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor. Depending on your system configuration, choose from the following methods of logging in and out: • “Logging in without Agent ID (for basic ACD)” on page 18 •...
  • Page 19 Note: The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager environment. For more information about Avaya NES Contact Center Manager, visit www.avaya.com.

  • Page 20: Logging In Using Multiple Queue Assignments (For Basic Acd)

    Agent and supervisor features 6. If you use a headset and Handset On- Hook Means Log out (HOML) is configured to No by your administrator, then do the following: a. Press the Headset key and replace the handset in the cradle to receive (Headset) calls on your headset.
  • Page 21 Agent and supervisor features The login options require the following entries in sequential order: 1. a four-digit Agent ID 2. a Supervisor ID (if your queue requires one) 3. up to five ACD DNs and Priority values (if Priority values are being used) terminated by # # To log in: 1.

  • Page 22: Using Default Login

    Agent and supervisor features 3. Choose one of the following: — Press the In-Calls key. 2260 — Press the NotReady key to enter the ACD queue. NotReady Using Default Login If you normally use the same IP Deskphone, use the Default Login to log in just one time at the beginning of a shift.

  • Page 23: Logging Out

    Agent and supervisor features 5. To join the ACD queue, choose one of the following: 2260 — Press the In-Calls key. — Press the NotReady key. NotReady Logging out You can log out of the system completely or temporarily (Not Ready state).

  • Page 24: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 24 • “Using Call Forcing” on page 25 • “Using Return to Queue on No Answer” on page 26 • “Using Activity code”...

  • Page 25: Using Call Forcing

    Agent features To terminate the call: Choose one of the following: — Press the Goodbye key. (Goodbye) — Press the In-Calls key. — Press the individual DN line key (this 2260 removes you from the queue). — Press the Not Ready key (this 2498 removes you from the queue but...

  • Page 26: Using Return To Queue On No Answer

    Agent features To enable Call Forcing for headset users: 1. Log in. 2. Replace the handset. 3. Press the Services key. Configure the On-hook default path Headset (Services) Enabled. Using Return to Queue on No Answer If a call is not answered, the call is sent back to the ACD queue, and the your IP Deskphone is automatically placed in Not Ready state.

  • Page 27: Using Emergency

    Agent features 3. Press the Activity key. Activity If you are performing multiple tasks, repeat steps 1 and 2. Note: If configured, you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time.

  • Page 28: Using Not Ready

    Agent features Using Not Ready Use the Not Ready feature to take your IP Deskphone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy Ready, callers will continue to be directed to your phone. To use Not Ready: 1.

  • Page 29: Contacting Your Supervisor

    Agent features To answer a call: When the LCD next to your individual DN key flashes, press the DN key. 2498 Note: The LCD remains lit as long as you are on the call. Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways: •...
  • Page 30 Agent features 1. Press the Hold key to put the current call on hold. (Hold) 2. Press the Supervisor key. Supervisor Press the line (DN) key beside the flashing LED indicator to return to the caller on hold. To place a call to your supervisor: Press the Supervisor key.

  • Page 31: Using Record On Demand Key

    Agent features To transfer a call to your supervisor during a call in progress: 1. Press the Supervisor key. Supervisor 2. When your supervisor answers, press Supervisor Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. (Goodbye) Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD)

  • Page 32: Using Save Key

    Agent features Using SAVE key Use the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is operational only if a call is active. SAVE key is displayed in the following scenarios: •...

  • Page 33: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 33 • “Using the Agent key” on page 34 • “Using Answer Emergency” on page 34 • “Using Call Agent” on page 35 •...

  • Page 34: Using The Agent Key

    Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) Using the Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a particular agent position and can be used along with the Call Agent Observe Agent...

  • Page 35: Using Call Agent

    Supervisor features To use Answer Emergency: 1. When the LCD next to the Answer AnsEmerg Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the person contacting you displays on your IP Deskphone. Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready.

  • Page 36: Using Interflow

    Supervisor features 3. Press the Goodbye key to end the call. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: 1. Press the Interflow key. Interflow Note: The Interflow LCD flashes while the feature is active.
  • Page 37 Supervisor features 2. Press the key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in the queue and new calls receive night service. To transition to Night Service: 1. Press the Night Service key.

  • Page 38: Observing A Call

    Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer. To observe a call:.

  • Page 39: Displaying The Queue

    Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue •...

  • Page 40: Displaying Agent Status

    Supervisor features The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator. Table 2: States of LCD indicator Indicator Queue status Description...
  • Page 41 Supervisor features To display agent status: Press the Display Agent key. The summary DisplayAgt information displays for twelve seconds or until another feature key is pressed, as shown in Figure 5. Agent positions in the Not Ready state are counted as busy on either ACD calls or non- ACD calls, as specified by your system administrator.
  • Page 42 Supervisor features...

  • Page 43: Terms You Should Know

    A telephone number programmed on the AutoDial key for one- touch dialing. Avaya Communication Server 1000 Your office communication system. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number. The system must have CPND enabled.
  • Page 44 Terms you should know Contact Center Manager Avaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a rich scripting language. For more information, visit www.avaya.com.
  • Page 45 A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your Avaya 1140E IP Deskphone that connects to your voice messaging system when the key is pressed. Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen.
  • Page 46 Terms you should know Return to Queue on No Answer If a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s telephone is automatically placed in the Not Ready state. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination.
  • Page 47 Terms you should know Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF. System or Switch Your office communication system. Switchhook A button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when lifted) releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.
  • Page 48 Terms you should know...

  • Page 49: Index

    Index Index DN 44 About the Avaya 1140E IP Desk- phone 7 Emergency 27 Activity code 26 Expand key 12 Agent and MQA login options 20 Agent and Supervisor features 18 Agent features 24 Feature display 44 Agent key 34...
  • Page 50 Index Message waiting indicator 47 Supervisor features 33 More key 10 Switchhook 47 Mute key 11 System or Switch 47 Navigation keys 12, 45 Telephone controls 17 Night Service 36 Telephone display 17 Not Ready 28 User Interface 47 Observe 38 Off-hook 45 Volume control 11 Volume control bar 11...

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