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Nortel 1165E User Manual

Nortel networks ip phone user manual
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Nortel Communication Server 1000
IP Phone 1165E
Call Center User Guide

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Summary of Contents for Nortel 1165E

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 1165E Call Center User Guide...

  • Page 3: Revision History

    Revision history April 2010 Standard 01.02. This document is up-issued to support Communication Server 1000 Release 5.5 and CS 1000 Release 6.0 with UNIStim 4.1. October 2009 Standard 01.01. This document issued to support the IP Phone 1165E. Revision history...
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents Basic features ........7 Telephone controls .
  • Page 6 Contents Using Call Agent ........37 Using Interflow .

  • Page 7: Basic Features

    Note 2: Wideband has dependencies on Nortel Communication Platform support, including Communication Server 1000 and is minimum-release dependent. Your Nortel IP Phone 1165E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.
  • Page 8 About the Nortel IP Phone 1165E • high-quality handsfree speakerphone • wideband audio support for handset, headset, speaker, and handsfree microphone • volume control keys for adjusting ringer, handsfree, handset, and headset volume • seven specialized feature keys — Quit —...
  • Page 9 External Application Server APIs to provide feature functionality • support for IP Phone 1100 Series Expansion Module to add keys For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101). About the Nortel IP Phone 1165E...

  • Page 10: Telephone Controls

    Figure 1 on page 10 shows the IP Phone 1165E. Figure 1: IP Phone 1165E This section describes the controls on your IP Phone 1165E. Context-sensitive soft keys below the display area. The LCD label above each key changes based on the active feature.
  • Page 11 The Mute LED indicator, located on the key, flashes to indicate that the microphone is muted. About the Nortel IP Phone 1165E More... key to access the next layer self-labeled line/programmable keys, with labels on the LCD. These line (DN) keys.
  • Page 12 About the Nortel IP Phone 1165E (Handsfree) (Hold) (Expand) (Headset) Press the Handsfree key to make or answer a call using the two way speakerphone. The Handsfree LED indicator, located on the Handsfree key, lights to indicate when handsfree is active.
  • Page 13 When a message is waiting, the red Alerter/Message Waiting Also, when the ringer sounds, this indicator flashes. When your IP Phone 1165E firmware is being updated, the blue indicator flashes. Note: To find out if additional features are supported for this lamp, contact your system administrator.
  • Page 14 About the Nortel IP Phone 1165E (Shift/Outbox) (Msg/Inbox) (Directory) (Services) (Services) Press the Shift/Outbox between two feature key pages and to access an additional six lines/features. Note: This function is not available on all phones; consult your system administrator. Press the Message/Inbox voice mailbox.

  • Page 15: Telephone Display

    Navigation keys Telephone display The IP Phone 1165E has a 4.1 inch (diagonal measured) color QVGA TFT display, capable of displaying a QVGA 320 x 240 (H x W) image. The graphics controller supports 24 bit color (16 million colors).
  • Page 16 About the Nortel IP Phone 1165E • The lower display area provides labels for the four soft keys. Following figure shows the IP Phone 1165E display area, including the line/feature keys and soft keys. Figure 2: IP Phone 1165E display area...

  • Page 17: Usb Support

    USB keyboards with built-in hubs. If a hub is involved, use external power. You can plug a USB flash drive into the USB Port of the IP Phone 1165E or on a powered hub connected to the IP Phone, and transfer files to and from the IP Phone.

  • Page 18: Call Features And Flexible Feature Codes

    Call features and Flexible Feature Codes Some features are not available on all IP Phones. Call features and Flexible Feature Codes (FFC) must be assigned to your IP Phone 1165E, and supported by system software. Contact your system administrator to configure these features and codes on your IP Phone 1165E.
  • Page 19 8. Press the Select soft key to accept the new password. If you are locked out of your IP Phone 1165E, or if you forget your SCPW, contact your system administrator. key once. keys to scroll, and Admin. keys to scroll and...
  • Page 20 About the Nortel IP Phone 1165E To turn Password Protection on or off: (Directory) Enter Done 1. Press the Directory 2. Press the Up/Down scroll and highlight Change Protection Mode. 3. Use the dialpad to enter your password (if Password Protection is enabled).

  • Page 21: Logging In Without Agent Id (For Basic Acd)

    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 21 •...
  • Page 22 Agent and supervisor features assigned to you, the display screen prompts you to enter a four-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment. For more information about Nortel Contact Center Manager, visit www.nortel.com.

  • Page 23: Logging In Using Multiple Queue Assignments (For Basic Acd)

    (Headset) (Services) Logging in using Multiple Queue Assignments (for Basic ACD) If your configuration uses Multiple Queue Assignment (MQA), use the following procedure. MQA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the option of adding a Supervisor ID and up to five Priority values.
  • Page 24 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: 2260...

  • Page 25: Using Default Login

    2260 NotReady Using Default Login If you normally use the same IP Phone, use the just one time at the beginning of a shift. The previous shift’s login to place you in the same ACD queues with the same supervisor.

  • Page 26: Logging Out

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

  • Page 27: Answering Acd Calls

    Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 27 • “Using Call Forcing” on page 28 • “Using Return to Queue on No Answer” on page 29 • “Using Activity code” on page 29 •...

  • Page 28: Using Call Forcing

    Agent features To terminate the call: (Goodbye) 2260 2498 Not Ready Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call. A time interval is configured by your system administrator between each incoming call. Note: You cannot use both No Answer at the same time.

  • Page 29: Using Return To Queue On No Answer

    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 Phone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the Using Activity code Use Activity code to record the types of activities you are performing.

  • Page 30: Using Emergency

    Agent features Activity Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use Emergency: Emergency Emergency 3. Press the Activity key. 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...

  • Page 31: Using Not Ready

    Using Not Ready Use the Not Ready feature to take your IP Phone out of the call queue while completing post-call work. Note: If you don't activate continue to be directed to your phone. To use Not Ready: NotReady 2260...

  • Page 32: Contacting Your Supervisor

    Agent features To answer a call: 2498 Contacting your supervisor • Use the Supervisor ways: • “To answer a call from your supervisor:” on page 32 • “To answer a call from your supervisor while on another call:” on page 32 •...
  • Page 33 (Hold) Supervisor To place a call to your supervisor: Supervisor To return to the ACD call: 2260 To conference in your supervisor during a call in progress: Supervisor Supervisor 1. Press the Hold key to put the current call on hold. 2.
  • Page 34 Agent features To transfer a call to your supervisor during a call in progress: Supervisor Supervisor (Goodbye) 1. Press the Supervisor 2. When your supervisor answers, press Supervisor key again. 3. Press the Goodbye your access to the call. key. key to terminate...

  • Page 35: Using Answer Agent

    Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 35 • “Using the Agent key” on page 36 • “Using Answer Emergency” on page 36 • “Using Call Agent” on page 37 •...

  • Page 36: Using The Agent Key

    Supervisor features (Goodbye) Using the Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent can be used along with the Table 1 lists the four states of the LCD indicator. Table 1: Agent’s status LCD display Description...

  • Page 37: Using Call Agent

    To use Answer Emergency: AnsEmerg (Goodbye) Using Call Agent Use the Call Agent feature to contact an Agent. To use Call Agent: CallAgt AgentKey 1. When the LCD next to the Emergency key flashes, press the Answer Emergency Note 1: The Agent ID of the person contacting you displays on your IP Phone.

  • Page 38: Using Interflow

    Supervisor features (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: Interflow Interflow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours.
  • Page 39 To transition to Night Service: NightSvc To deactivate Night Service: NightSvc 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. 1.

  • Page 40: 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 41: Displaying The Queue

    Displaying the queue Use the Display Queue ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue • the length of time that the oldest call has waited in the queue •...
  • Page 42 Supervisor features Figure 4: Current status of ACD queue Calls waiting Number of manned positions The LCD indicator beside the indication of the number of calls in the ACD queue. states for this LCD indicator. Table 2: States of LCD indicator (Part 1 of 2) Indicator Slow flashing Display Queue...

  • Page 43: Displaying Agent Status

    Fast flashing Displaying agent status Use the Display Agent agents who have an agent Position ID key assigned on the Supervisor’s IP Phone. To display agent status: DisplayAgt Queue status Overloaded feature to view a summary of current status for all...
  • Page 44 Supervisor features Figure 5: Current status of agents Positions busy on ACD calls Positions waiting for ACD calls Vacant agent positions Positions busy on non-ACD calls...

  • Page 45: Terms You Should Know

    Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the touch dialing. 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 46 Terms you should know Contact Center Manager Nortel 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.nortel.com.
  • Page 47 A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1140E 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 48 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 49 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 50 Terms you should know...
  • Page 51 About the IP Phone 1140E 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 36 Agent login 21 Answer ACD calls 27 Answer Agent 35 Answer Emergency 36 Attendant 45...
  • Page 52 Expand key 12 Feature display 46 Fixed key 46 Flexible Feature Code (FFC) 46 Flexible Feature Codes 18 Goodbye key 13, 47 Headset key 12, 13 Hold key 12 Indicator status 47 Information display 47 Interflow 38 Interrupted dial tone 47 Line (DN) key 11 Local Area Network 7 Login with Agent ID and MQA 23...
  • Page 53 Navigation keys 12, 47 Night Service 38 Not Ready 31 Observe 40 Off-hook 47 Paging tone 47 Place or answer non-ACD calls 31 Quit/Stop key 13 Ringback/ring tone 48 Security features 18 Self-labeled line/programmable feature keys 11 Services key 14, 48 Shared Directory Numbers 48 Shift/Outbox key 14 Speaker key 12...
  • Page 54 Telephone controls 15 Telephone display 15 User Interface 49 Volume control 11 Volume control bar 11...
  • Page 56 Nortel Networks. The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc. and any use of such marks by Nortel Networks is under license. All other trademarks are the property of their respective owners. Publication Number: NN43101-104 Document Release: Standard 01.02...

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