Nortel 1140E User Manual
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Nortel 1140E User Manual

Nortel 1140E User Manual

Call center
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Title page
Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide

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Summary of Contents for Nortel 1140E

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide...

  • Page 3: Revision History

    Revision history Revision history February 2006 Standard 3.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. January 2006 Standard 2.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. November 2005 Standard 1.00. This document is up-issued to support Nortel...
  • Page 4 Revision history...
  • Page 5 Contents About the Nortel IP Phone 1140E ..... 7 Basic features ........7 Telephone controls .
  • Page 6 Contents Observing a call ........35 Displaying the queue .

  • Page 7: About The Nortel Ip Phone 1140E

    About the Nortel IP Phone 1140E About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note: In this guide, user-defined feature key labels appear beside the keys, and soft key labels appear directly above the keys.
  • Page 8 About the Nortel IP Phone 1140E Note: Some IP Phone 1140E 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 About the Nortel IP Phone 1140E • wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2) Figure 2 shows the IP Phone 1140E. Figure 2: IP Phone 1140E User-defined feature keys Feature Status Lamp* Visual Alerter/Message Waiting...

  • Page 10: Telephone Controls

    About the Nortel IP Phone 1140E Telephone controls Note: In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. Text in parentheses indicates labels appearing on the key caps. For example, (Services).
  • Page 11 About the Nortel IP Phone 1140E Volume control Use the buttons to adjust the (Volume +) volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and (Volume -) press the bottom button to decrease volume.
  • Page 12 Note: Contact your system administrator to find out if this option is available for your use. For information about installing (Headset) a Bluetooth wireless technology headset, refer to the IP Phone 1140E User Guide. Goodbye Use the key to terminate an active call.
  • Page 13 About the Nortel IP Phone 1140E When a data-related message, such as an instant message, is received, the blue Feature Status Lamp flashes. Also, this indicator flashes when a contact has come online. Note: This lamp flashes when your IP Phone 1140E firmware is being updated.
  • Page 14 — Station Control Password (Services) Note: The Password Admin menu is not (continued) available on all IP Phone 1140E sets. Consult your system administrator. • Display Network Diagnostics Utilities Note: Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.

  • Page 15: Telephone Display

    Press the key to access directory services. (Directory) Telephone display The IP Phone 1140E has three display areas: • The upper display area provides labels for the six user-defined feature key labels. • The middle display area contains single-line information for items such as caller number, caller name, feature prompt strings, user- entered digits, date and time information, and phone information.
  • Page 16 About the Nortel IP Phone 1140E Figure 3 shows an idle LCD screen. Figure 3: IP Phone 1140E LCD display screen Upper display area User-defined 42597 41798 feature key labels 47678 44759 42888 49521 Middle display area Date/time display 09/16...

  • Page 17: 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: • “Logging in as an agent” on page 17 • “Logging in with an Agent ID and Multiple Queue Assignments” on page 18 •...

  • Page 18: Logging In With An Agent Id And Multiple Queue Assignments

    Agent and supervisor features 5. To join the ACD queue, choose one of the following: 2260 InCalls — Press the key. NotReady NotReady — Press the key. 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: Headset...

  • Page 19: Logging In With An Agent Id And Mqa Login Options

    Agent and supervisor features Logging in with an Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 20. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID).
  • Page 20 Agent and supervisor features To log in: InCalls 1. Press the key. 2260 2. Choose one of the following four login options: No Supervisor ID, No Priority — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.

  • Page 21: Using Default Login

    Agent and supervisor features Using Default Login Default Login If you normally use the same telephone, use the to log in Default Login just one time at the beginning of a shift. The uses your previous shift’s login to place you in the same ACD queues with the same supervisor.
  • Page 22 Agent and supervisor features To log out: Choose one of the following: — To log out completely, press the MakeSetBusy MakeSetBusy key. — To log out temporarily, press the NotReady NotReady key. Note: If you press the MakeSetBusy key while on an ACD call, you log out automatically when the call finishes.

  • Page 23: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 23 • “Using Force Call” on page 24 • “Using Activity code” on page 25 • “Using Emergency” on page 25 •...

  • Page 24: Using Force Call

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

  • Page 25: Using Activity Code

    Agent features Using Activity code Use Activity code to record the types of activities you are performing. To record activities: 1. When the Activity LCD indicator is Activity Activity flashing, press the key. 2. Use the dialpad to enter the Activity code.

  • Page 26: Using Not Ready

    Agent features To use Emergency: 1. During an active call, press the Emergency Emergency key. Note: The Emergency LCD remains lit as long as the feature is active. When the supervisor answers, a three- way call commences with you, your supervisor, and the caller.

  • Page 27: Placing Or Answering Non-Acd Calls

    Agent features Placing or answering non-ACD calls Use this feature to place and receive calls on your individual line. To place a call: 1. Press your individual DN key. 2498 2. Use the dialpad to dial the telephone number. Note: The LCD remains lit as long as you are on the call.

  • Page 28: Contacting Your Supervisor

    Agent features Contacting your supervisor Supervisor Use the feature to talk to your supervisor in the following ways: • “To answer a call from your supervisor:” on page 28 • “To answer a call from your supervisor while on another call:” on page 28 •...
  • Page 29 Agent features To place a call to your supervisor: Supervisor Press the key. Supervisor Note: Calls are automatically put on hold Supervisor when you use the key. To return to the ACD call: InCalls Press the key. 2260 To conference in your supervisor during a call in progress: Supervisor 1.

  • Page 30: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 30 • “Using the Agent key” on page 31 • “Using Answer Emergency” on page 31 • “Using Call Agent” on page 32 •...

  • Page 31: Using The Agent Key

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

  • Page 32: Using Call Agent

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

  • Page 33: Using Interflow

    Supervisor features Goodbye 3. Press the key to end the call. (Goodbye) Using Interflow Interflow Use the feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: Interflow 1. Press the key. Interflow Note: The Interflow LCD flashes while the feature is active.
  • Page 34 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: Night Service 1.

  • Page 35: Observing A Call

    Supervisor features Observing a call Observe Use the feature to monitor an agent in a call. To observe a call:. Observe 1. Press the key. Observe 2. Choose one of the following: Agentkey Agent — Press a selected key. — Dial the agent’s Position ID. Call Agent 3.
  • Page 36 Supervisor features To display information on your ACD queue: Display Queue Press the key. DisplayQue Information on your current ACD queue appears on the display. Figure 4 shows the ACD queue status. Figure 4: Current status of ACD queue Calls time Calls waiting overflowed WAITING...

  • Page 37: Displaying Agent Status

    Supervisor features Table 2: States of LCD indicator (Part 2 of 2) Indicator Queue status Description Slow flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted. Fast flashing Overloaded There are too many calls in this queue.
  • Page 38 Supervisor features Figure 5: Current status of agents Vacant agent Positions busy positions on ACD calls WAIT LOGOUT Positions busy Positions waiting on non-ACD calls for ACD calls...

  • Page 39: Terms You Should Know

    Terms you should know Terms you should know Attendant A telephone operator in your organization. AutoDial AutoDial A telephone number programmed on the key for one- touch dialing. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number.

  • Page 40: Information Display

    Terms you should know Date/time display The current date and time when the telephone is in an idle state. Directory Number (DN) A number consisting of one to seven digits for a telephone, and also known as an extension number. Feature display An area that shows status information about the feature in use.
  • Page 41 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 42 Terms you should know Special Prefix code (SPRE) Special codes entered using the dialpad, followed by a two-digit access code, that enable features (for example, Call Forward All Calls requires entry of SPRE code + 74). Soft keys A group of keys programmed by your system administrator. These four keys, located directly below the display area, have four programmable layers.
  • Page 43 Terms you should know User interface Screen displays that interact with the end user as a result of an action or event. Visual Alerter/Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on.
  • Page 44 Terms you should know...

  • Page 45: Index

    Index Index About the IP Phone 1140E 7 Emergency 25 Activity code 25 Expand to PC key 12 Agent and MQA login options 19 Agent and Supervisor features 17 Feature display 40 Agent features 23 Fixed key 40 Agent key 31...
  • Page 46 Index More key 10 Mute key 11 Telephone controls 15 Telephone display 15 Navigation keys 11, 41 Night Service 33 User Interface 43 Not Ready 26 Volume control 11 Observe 35 Volume control bar 11 Off-hook 41 Paging tone 41 Place or answer non-ACD calls 27 Ringback/ring tone 41 Services key 13, 41...
  • Page 48 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. Other trademarks and trade names are those of their respective owners.

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