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Related Manuals for Nortel NN43119-100
Summary of Contents for Nortel NN43119-100
- Page 1 Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide...
- Page 2 Title page...
- Page 3 GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Copyright (C) 1989, 1991 Free Software Foundation, Inc. 59 Temple Place - Suite 330, Boston, MA 02111-1307, USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed.
- Page 4 TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License. The "Program", below, refers to any such program or work, and a "work based on the Program"...
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- Page 6 works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all its terms and conditions for copying, distributing or modifying the Program or works based on it.
- Page 7 the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation. 10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission.
- Page 8 This program is free software; you can redistribute it and/or modify it under the terms of the GNU General Public License as published by the Free Software Foundation; either version 2 of the License, or (at your option) any later version. This program is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY;...
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Page 9: Revision History
Revision history June 2010 Standard 04.01. This document is up-issued to support Communication Server Release 7.0. June 2009 Standard 03.02. This document is up-issued to support IP Softphone 2050 Release 3.3 with Communication Server Release 5.5 and later. May 2009 Standard 03.01. - Page 10 Revision history March 2006 Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5, for the IP Softphone 2050 Version 2. August 2005 Standard 4.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. September 2004 Standard 3.00.
- Page 11 Revision history...
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Page 12: Table Of Contents
Contents Contents IP Softphone 2050 overview ......15 Features ......... 15 Components . - Page 13 For Basic ACD or Contact Center Manager ... 33 Logging in using Agent ID and Multiple Queue Assignments . 34 Using MQA login options ......34 Logging in: No Supervisor ID, No Priority .
- Page 14 Contents Supervisor features ....... 45 Using Answer Agent ....... . 45 Using Agent key .
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Page 15: Ip Softphone 2050 Overview
IP Softphone 2050 overview The IP Softphone 2050 is a business telephone application that you can use to make and take calls over your computer. Using a headset or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Adapter. - Page 16 IP Softphone 2050 overview — Shift (Outbox) — Services — Expand • Dedicated call processing keys: — Hold — Goodbye — Answer — Volume — Mute — Navigation — Message Waiting • User-selected ringer that lets the PC speakers or the headset ring for incoming calls •...
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Page 17: Components
• Always-on-top option that keeps the Call Control window on top of all other open applications Components The IP Softphone 2050 supports six main components: • “Call Control window” on page 17 • “Local Directory window” on page 17 • “Settings window”... -
Page 18: System Tray Icon And Menu
IP Softphone 2050 overview For more information about the Settings window, consult the IP Softphone 2050 User Guide (NN43119-101). System tray icon and menu You can right-click the IP Softphone 2050 system tray icon—located at the right side of the Windows taskbar at the bottom of your screen—to make and manage calls. -
Page 19: Ip Softphone 2050 Call Control Window
Call Control window The IP Softphone 2050 Call Control window supports the 1100 theme— designed to look and feel like the desktop IP Phone 1100 series—as well as an additional two compact themes, available in black and silver. The IP Softphone 2050 also supports an Accessibility Interface for visually impaired users. -
Page 20: Call Control Window
IP Softphone 2050 Call Control window Call Control window The Call Control window (see Figure 1 below and Figure 2 on page 21) includes the standard features that let you make and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 22. -
Page 21: Accessibility Interface
Figure 2: Call Control Window—Compact Theme (silver) Display Soft keys Line keys Volume keys Mute Directory Inbox/ Messages Outbox/Shift Quit Navigation arrows Accessibility Interface The Accessibility Interface works with JAWS® for Windows from Freedom Scientific—screen reading software that lets visually impaired users access the full range of IP Softphone 2050 features. -
Page 22: Call Control Window Elements And Functions
IP Softphone 2050 Call Control window Call Control window elements and functions Table 1 describes the elements and functions of the Call Control window. Table 1: IP Softphone 2050 components and functions (Part 1 of 4) Element Function Primary display To provide call information (such as Caller ID) and instructions for using certain soft key features. - Page 23 Table 1: IP Softphone 2050 components and functions (Part 2 of 4) Element Function To scroll through menus and lists in the display area. Navigation arrows Use the Send/Enter key at the center of the navigation cluster to confirm menu selection (1100 series theme only).
- Page 24 IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 3 of 4) Element Function Hold To place an active call on hold. The feature key label for the line on hold displays a flashing icon to indicate that the call is on hold. Return to the call by clicking the Line button of the call on hold.
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Page 25: Hot Keys
Table 1: IP Softphone 2050 components and functions (Part 4 of 4) Element Function To access voice mail applications. Msg/Inbox Shift/Outbox To access voice mail applications and toggle between feature key displays. Hot keys You can assign keyboard hot keys to access the full range of Call Control window functions and menu options. -
Page 26: Removing A Hot Key
IP Softphone 2050 Call Control window To assign a hot key, you can enter any keyboard key combination except for the following: • A to Z • Shift-A to Shift-Z • Alt-A to Alt-Z • 0 to 9 • Alt+0 to Alt+9 •... -
Page 27: System Tray Icon And Menu
IP Softphone 2050 Call Control window System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Call Control window. To access the menu, right-click the IP Softphone 2050 icon found in the Windows taskbar system tray. -
Page 28: Ip Softphone 2050 Directories
IP Softphone 2050 Directories IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing contacts: the Local Directory, stored on your local hard drive, and the CS 1000 Directory, stored on your server. • “Local Directory” on page 28 •... -
Page 29: Opening A Local Directory From The Call Control Window
Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control 2. Select View > Local 3. Select one of the following: — On the Shortcut Bar, select — On the menu, select Note: To open a previously accessed Local Directory, click the button and select File >... -
Page 30: Cs 1000 Directory
IP Softphone 2050 Directories For more information about managing contacts, refer to the IP Softphone 2050 User Guide (NN43119-101). CS 1000 Directory The CS 1000 Directory maintains contact information and server- supported features in a remote, central database called the Application Server. - Page 31 IP Softphone 2050 Directories For further information about the Nortel IP Softphone 2050, consult IP Phones Fundamentals (NN43001-368).
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Page 32: Agent And Supervisor Features
Agent and Supervisor features Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor. The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window. Figure 3: Line and feature keys Use these keys to access and manage Call Center Agent and Supervisor features. -
Page 33: Logging In Without Agent Id
Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, which is often the case if you do not share your phone with another person, use the following procedure to log in to an Automatic Call Distribution (ACD) queue. -
Page 34: Logging In Using Agent Id And Multiple Queue Assignments
Agent and Supervisor features Logging in using Agent ID and Multiple Queue Assignments 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 35: Logging In: No Supervisor Id, No Priority
Logging in: No Supervisor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls. 2. Dial Agent ID 3. Dial ACD DN 1 4. Dial ACD DN 2 5. Dial ACD DN 3 6. Dial ACD DN 4 7. -
Page 36: Logging In: Supervisor Id, With Priority
Agent and Supervisor features 7. Dial ACD DN 3 8. Dial Priority 3 #. 9. Dial ACD DN 4 10. Dial Priority 4 #. 11. Dial ACD DN 5 12. Dial Priority 5 Logging in: Supervisor ID, With To log in using the Supervisor ID, With Priority option: 1. -
Page 37: Using Default Login
Using Default Login If you normally use the same telephone for each shift, use the Default Login once at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor. -
Page 38: Agent Features
Agent features Agent features The following sections describe features that are available to agents: • “Incoming Call Notification” on page 38 • “Incoming Call Notification” on page 38 • “Using Force Call” on page 39 • “Using Activity Code” on page 40 •... -
Page 39: Answering Acd Calls
Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/feature keys (see Figure 3 on page 32). Answering a call The indicator next to the To answer a call: •... -
Page 40: Using Activity Code
Agent features When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes to your agent position. To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls. -
Page 41: Using Emergency
Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active. To use the Emergency feature, do the following: 1. During an active call, click Emergency. When the supervisor picks up, a three-way call commences with you, the supervisor, and the caller. -
Page 42: 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 43: Using Notready
Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. The NotReady indicator remains lit as long as the feature is active. Note: If you don’t activate will continue to direct callers to your phone. To temporarily log out of the system, click NotReady. -
Page 44: Answering A Call From Your Supervisor
Agent features Answering a call from your supervisor When the indicator next to the Supervisor key flashes, click The indicator remains lit as long as the call remains active. Answering a call from your supervisor when on a call Answering a call from your supervisor when on another call. When the indicator next to the Supervisor key flashes, you can do any of the following: •... -
Page 45: Supervisor Features
Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 45 • “Using Agent key” on page 46 • “Using Answer Emergency” on page 46 • “Using Call Agent” on page 47 •... -
Page 46: Using Agent Key
Supervisor features Using 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 when used with the Call Agent or Observe Agent key. To activate the Agent feature: 1. -
Page 47: Using Call Agent
Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC displays a list of Agents who have pressed Emergency. Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. -
Page 48: Activating Night Service
Supervisor features Activating Night Service To activate Night Service, do the following: 1. Click Night. 2. Click the key (N for Night) to go into Night Service. Transitioning to Night Service To transition into Night Service, do the following: 1. Click Night. 2. -
Page 49: Using Display Agent Status
3. To terminate the observation, click Observe. Using Display Agent Status Use the Display Agent feature to view a summary of current status for all agents that have an agent Position ID key assigned on the Supervisor’s telephone. See Figure 4 below. Click Display Agent. -
Page 50: Using Display Queue
Supervisor features Using Display Queue Use the Display Queue feature to view the status of all calls waiting in the queue. To activate Display Queue, click Your queue status appears in the display area of the Call Control window. See Figure 5 below. Figure 5: Display Queue Calls Waiting Number of... - Page 51 Table 3: Display Queue indicators Indicator Queue Status Slow Flashing Busy Fast Flashing Overloaded Supervisor features Meaning Calls are backing up in the queue. Calls overflowing to this queue are not being accepted. You have too many calls in this queue. New calls overflow to another queue.
- Page 52 Supervisor features...
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Page 53: Index
Index Activity Code, 40 Agent ID, 34 Agent, 46 Answer Agent, 45 Answer Emergency, 46 Answer, 23 Call Agent, 47 Call Control Window 1140 skin, 20 Compact Skin, 21 Copy, 22 CS 1000 Directory, 30 Default Login, 37 Dialpad, 24 Directory, 24 Display Agent, 49 Display Queue, 50... - Page 54 Index No Supervisor ID, With Priority, 35 Non-ACD calls, 43 NotReady, 36, 37, 43 Observe Agent, 46 Observe, 48 Outbox/Shift, 25 Primary display, 22 Priority 36 Quit, 22 Release, 24 Services, 24 Soft keys, 22 Supervisor ID 34 Supervisor ID, 34 Supervisor ID, No Priority, 35 Supervisor ID, With Priority, 36 Supervisor, 44...
- Page 56 CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.