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Nortel 1000 User Manual

Nortel 1000 User Manual

Ip phone 2007 call center
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Nortel Communication Server 1000
IP Phone 2007
Call Center User Guide

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Summary of Contents for Nortel 1000

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide...

  • Page 3: Revision History

    August 2005 Standard 2.00. This document is up-issued to support the Nortel Communication Server 1000 Release 4.5. May 2005 Standard 1.00. This document is issued to support the IP Phone 2007 on Nortel Communication Server 1000 Release 4.0. Revision history...
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents About the IP Phone 2007 ......7 Basic features ........7 Telephone controls .
  • Page 6 Contents Use Not Ready ........30 Place or answer non-ACD calls .

  • Page 7: About The Ip Phone 2007

    10 features For information about context-sensitive soft keys, see New in This Release Communication Server 1000 Release 5.0 (NN43001-115). Note: The IP Phone 2007 may not be configured to support soft key functionality. Consult the system administrator.
  • Page 8 About the IP Phone 2007 — Mute • shared LAN access with a PC • headset jack with On/Off key • automatic network configuration • hearing-aid compatibility • large, color, touch panel display screen • web-based applications support • remote firmware download •...

  • Page 9: Telephone Controls

    Telephone controls About the IP Phone 2007 Use the Volume control volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume. Programmable line (DN)/feature soft keys are extra DNs or feature soft keys used to access additional features.
  • Page 10 About the IP Phone 2007 Tap the Services soft key and use the Navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — Display diagnostics — Local DialPad Tone —...
  • Page 11 • Password Admin: — Station Control Password Note: The not be available on the IP Phone 2007. Consult the system administrator. • Display Network Diagnostics Utilities: Note: Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
  • Page 12 About the IP Phone 2007 Press the Mute key to listen to the receiving party without transmitting. Press the key again to return to two-way conversation. Mute key applies to handsfree, handset, and headset microphones. The Mute LED indicator flashes when the Mute option is in use.

  • Page 13: Telephone Display

    Telephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/Navigation area Figure 2 on page 13 shows an idle display.

  • Page 14: Tools/Navigation Area

    About the IP Phone 2007 Figure 3: IP Phone 2007 Application area Tools/Navigation area The Tools/Navigation area provides controls for navigating between features and selecting tools. It is visible and functional at all times. Figure 4 on page 14 shows the Tools/Navigation area Figure 4: IP Phone 2007 Tools/Navigation area...
  • Page 15 The Tools/Navigation area has five main elements presented as touchable keys: About the IP Phone 2007 Tap this icon to determine which external applications are registered (for example, My CallPilot), and launch them by tapping on the appropriate icon. Tap this icon to access the screen.

  • Page 16: Touch Panel

    About the IP Phone 2007 Touch panel Use the touch panel to perform point-and-click operations on the IP Phone 2007. The touch panel is used with the graphical user interface (GUI) to present keys directly on the display. All line/DN keys, feature keys, and soft keys are activated by using the touch panel.

  • Page 17: Enter And Edit Text

    Enter and edit text Enter and edit text on the IP Phone 2007 using the following methods: • telephone dialpad • soft keys • pop-up keyboard • USB keyboard (optional) The use of any of these methods for text entry depends on the applica- tion.

  • Page 18: Edit Text Using The Soft Keys

    Enter and edit text When entering IP addresses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and the telephone translates this to xxx.xxx.xxx.xxx. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory, Redial List, and Callers List.

  • Page 19: Enter Text Using The Usb Keyboard

    Enter text using the USB keyboard The USB keyboard, when connected, can be used to enter text in the tools and graphical applications. For number entry in telephone applications (for example, when dialing), the keyboard may be used to enter digits (0–9), as well as * and #. Other characters are ignored.

  • Page 20: Agent And Supervisor Features

    Agent and Supervisor features Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution (ACD) queue.

  • Page 21: Login With Agent Id And Multiple Queue Assignments

    Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (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. Choose one of the following login procedures: •...

  • Page 22: Agent Id And Mqa Login Options

    Agent and Supervisor features Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the following MQA login options: • No Supervisor ID, No Priority • Supervisor ID, No Priority • No Supervisor ID, with Priority •...
  • Page 23 To log in Agent and Supervisor features 1. Tap the Incalls soft key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial the Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.

  • Page 24: Default Login

    Agent and Supervisor features Default Login When you always use the same telephone, use the Default Login to log in only one time at the beginning of a shift. The Default Login uses the login of the previous shift to enter the same ACD queues and with the same Supervisor.

  • Page 25: Agent Logout

    Agent Logout Log out of the system completely or temporarily (NotReady state). To log out Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Tap the Incalls — Tap the NotReady Choose one of the following: —...

  • Page 26: Agent Features

    Agent features Agent features The following sections describe features available to Agents: • Answer ACD calls • Activity code • Call Forcing • Emergency • Not Ready • Answer or Place Non-ACD calls • Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primary...

  • Page 27: Use Force Call

    To terminate the call Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call. A time interval is set by the system administrator between each incoming call. When calls come in, a short tone indicates the new call. The InCall soft key changes color, and the ACD call automatically goes to the agent position.

  • Page 28: Use Activity Code

    Agent features Use Activity code You use Activity codes to record the types of activities performed. To record activities 3. Press the Services On-hook default path to Headset Enabled. 1. When the Activity soft key is flashing, tap Activity soft key. 2.

  • Page 29: Use Emergency

    Use Emergency Use the Emergency feature to contact the supervisor immediately in an emergency situation. Use Not Ready Use the Not Ready feature to take the telephone out of the call queue while completing post-call work. 1. During an active call, tap the Emergency soft key.

  • Page 30: Place Or Answer Non-Acd Calls

    Agent features Place or answer non-ACD calls Use this feature to place or answer calls on an individual line. To place a call To answer a call 2. To return to the queue, choose one of the following: — Tap the Incalls —...

  • Page 31: Contact The Supervisor

    Contact the supervisor Use the Supervisor feature to talk to the supervisor in the following ways: • answer a call from the supervisor • answer a call from the supervisor while on another call • place a call to the supervisor •...
  • Page 32 Agent features To place a call to the supervisor To return to the ACD call To conference in the supervisor during a call in progress To transfer a call to the supervisor during a call in progress Tap the Supervisor Note: Calls are automatically put on hold when the Supervisor soft key is used.

  • Page 33: Supervisor Features

    Supervisor features The following sections describe features available to the Supervisor: • Answer Agent • Agent key • Answer Emergency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in a non- emergency situation.

  • Page 34: Use Agent Key

    Supervisor features Use Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent can be used with the Call Agent Table 4 lists the four states of the LCD indicator. Table 4: Agent status Description Agent is not logged in.

  • Page 35: Use Call Agent

    Use Call Agent Use the Call Agent feature to contact an Agent. Use Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold. 1. Tap the Call Agent 2. Choose one of the following: —...

  • Page 36: Use Night Service

    Supervisor features Use Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service To transition to Night Service To deactivate Night Service 1. Tap the Night Service 2. Press the key (6 = N for Night) to go into Night Service.

  • Page 37: Observe

    Observe Use the Observe feature to monitor an agent in a call. Display 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 •...
  • Page 38 Supervisor features • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue To display information on the ACD queue Figure 5: Current status of ACD queue Tap the Display Queue Information on the current ACD queue appears on the display.

  • Page 39: Display Agent Status

    Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor’s telephone. Figure 6: Current status of agents Tap the Display Agent summary information displays for twelve seconds or until another feature key is pressed.
  • Page 40 Supervisor features Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 5: Display Queue soft key states Soft key display Slow Flashing Fast Flashing Table 5 lists the four states for this soft key. Queue status Light Normal...

  • Page 41: Terms You Should Know

    A telephone operator in your organization. AutoDial A telephone number programmed on the one-touch dialing. Communication Server 1000 An office communication system. Copy key A soft key used to copy entries to your Personal Directory from other lists, such as the Caller List, Redial List, Corporate Directory, etc.
  • Page 42 Terms you should know Fastbusy A signal given when all outgoing lines are busy. Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Fixed key Any of the hard-labeled keys on your telephone.
  • Page 43 Message (Inbox) A soft key on your telephone that connects to your voice messaging system when the key is tapped. Message Waiting indicator/Incoming Call indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Meridian 1 An office communication system.
  • Page 44 Terms you should know Programmable line (DN)/feature soft keys (self-labeled) The six soft keys located in the upper area of the display. Quit key A soft key on your telephone that is used to exit applications. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination.
  • Page 45 Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again Active, Ringer is OFF, and Line x Unavailable. System or Switch Your office communication system. Switchhook A button that the handset depresses, disconnecting your call when you replace the handset. When lifted, the handset releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.
  • Page 46 Terms you should know...

  • Page 47: Regulatory And Safety Information

    Consult the dealer or an experienced radio/ TV technician for help. Note: The user should not make changes or modifications not expressly approved by Nortel Networks. Any such changes could void the user’s authority to operate the equipment. This Class B digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe B est conforme à...
  • Page 48 Regulatory and safety information Table lists EMC compliance for various jurisdictions. Table 6: EMC Compliance Jurisdiction Standard United States FCC CFR 47 Part 15 Canada ICES-003 Australia/New AS/NZS 3548 Zealand CISPR 22 European EN 55022 Community EN 55024 EN 61000-3-2 EN 61000-3-3 Japan VCCI...

  • Page 49: Other

    EU Countries: This device complies with the essential requirements and other relevant provisions of Directive 1999/5/EC. A copy of the Declaration may be obtained from http://www.nortel.com/corporate/community/environment/life_cycle/ declarations.html or Nortel Networks GmbH address: Ingolstaedter Strasse 14-18, 80807 Munich Germany. DenAn regulatory notice for Japan...
  • Page 50 Regulatory and safety information...

  • Page 51: Index

    AutoDial 43 Basic features 7 Calibrate the touch panel 16 Call Agent 36 Cleaning the telephone screen 17 Communication Server 1000 43 Contact your supervisor 32 Copy key 12, 43 Date/Time display 43 Default login 25 Directory key 11, 43...
  • Page 52 Index Meridian 1 45, 47 Message (Inbox) 45 Message waiting indicator 12, 45 More key 12, 45 Mute key 12, 45 Navigation keys 9, 45 Night Service 37 Not Ready 30 Observe 38 Off-hook 45 Outbox/Shift key 11, 45 Paging tone 45 Place or answer non-ACD calls 31 Primary Directory Number 45 Programmable line (DN)/feature...
  • Page 54 Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

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2007

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