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Nortel NN43112-102 User Manual

Nortel communication ip phone server call center user guide
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Nortel Communication Server 1000
IP Phone 1120E
Call Center User Guide

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Summary of Contents for Nortel NN43112-102

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide...

  • Page 3: Revision History

    Revision history May 2007 Standard 01.01. This document is up-issued to support CS 1000 Release 5.0. This document reflects the new document number. January 2006 Standard 1.00. This document is issued for Nortel Communication Server 1000 Release 4.5. Revision history...
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents About the Nortel IP Phone 1120E ..... 7 Basic features ........7 Telephone controls .
  • Page 6 Contents Using Answer Emergency ......32 Using Call Agent ........33 Using Interflow .

  • Page 7: About The Nortel Ip Phone 1120E

    About the Nortel IP Phone 1120E The Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note: In this guide, self-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 Nortel IP Phone 1120E Note: Some IP Phone 1120E 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: Telephone Controls

    Figure 2: IP Phone 1120E Telephone controls This section describes the controls on the IP Phone 1120E. In some geographic regions, the IP Phone 1120E 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 10 About the Nortel IP Phone 1120E Table 1: Telephone controls More AutoAns Context-sensitive soft keys below the display area. The LCD label above each key changes based on the active feature. When a triangle appears before a soft key label, the feature is active.
  • Page 11 In some dialog boxes that appear on your phone, you can also use the press the the current selection, or the select the one above. About the Nortel IP Phone 1120E Volume control buttons to adjust Mute key to listen to the receiving...
  • Page 12 About the Nortel IP Phone 1120E (Hold) (Expand) (Headset) (Goodbye) Press the Enter key, at the center of the Navigation key cluster, to confirm menu selections. In most menus, you can use the instead of the Select soft key. Press the...
  • Page 13 When your IP Phone 1120E firmware is being updated, the blue Lamp Press the Personal Directory from other lists, such as (Copy) the Caller List, the Redial List, and the Corporate Directory. Press the menu or dialog. Pressing the (Quit) does not affect the status of active calls.
  • Page 14 — Live Dialpad • Password Admin: — Station Control Password Password Admin menu is not available on all IP Phone 1120E sets. Consult your system administrator. • Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.

  • Page 15: Telephone Display

    Because the IP Phone 1120E only has a single-line information display area, you are prompted to scroll through any additional lines of information. For example, during an incoming call, only the Directory Number (DN) appears if the caller name is greater than 10 characters.
  • Page 16 About the Nortel IP Phone 1120E • The lower display area provides labels for the four context-sensitive soft keys. Figure 3 shows an idle LCD display screen. Figure 3: IP Phone 1120E LCD display screen...

  • Page 17: Agent And Supervisor Features

    Agent and Supervisor features This section describes the 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 17 •...
  • Page 18 Agent and Supervisor features For more information about Nortel Contact Center Manager, visit www.nortel.com. To log in as an agent: 2260 2260 Not Ready 1. Lift the handset. 2. Press the In-Calls key. 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID.

  • Page 19: Logging In Using Multiple Queue Assignments (For Basic Acd)

    (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 20 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 21: Using Default Login

    2260 Not Ready Using Default Login Use the Default Login to log in just one time at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues with the same supervisor. To use Default Login: 2260 Agent and Supervisor features...

  • Page 22: Logging Out

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

  • Page 23: Agent Features

    Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 23 • “Using Call Forcing” on page 24 • “Using Return to Queue on No Answer” on page 25 • “Using Activity code” on page 25 •...

  • Page 24: Using Call Forcing

    Agent features To terminate the call: (Goodbye) 2260 2468 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 25: Using Return To Queue On No Answer

    To enable Call Forcing for headset users: (Services) 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 telephone 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 26: Using Emergency

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

  • Page 27: Using Not Ready

    Using Not Ready Use the Not Ready feature to take your telephone 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 NotReady Placing or answering non-ACD calls Use this feature to place and receive calls on your individual line.

  • Page 28: Contacting Your Supervisor

    Agent features To answer a call: 2498 Contacting your supervisor Use the Supervisor 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 when on another call:” on page 28 •...
  • Page 29 (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 30 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 31: Supervisor Features

    Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 32 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 33 •...

  • Page 32: Using The Agent Key

    Supervisor features 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 2 lists the four states of the LCD indicator. Table 2: Agent’s status LCD display Description Agent is not logged in.

  • Page 33: Using Call Agent

    (Goodbye) Using Call Agent Use the Call Agent feature to contact an agent. To use Call Agent: CallAgt AgenKey (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 2.

  • Page 34: Using Night Service

    Supervisor features Interflow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service: NightSvc To transition to Night Service: NightSvc 2. Press the Interflow deactivate the feature and resume normal call flow.

  • Page 35: Observing A Call

    To deactivate Night Service: NightSvc Observing a call Use the Observe feature to monitor an agent in a call. To observe a call: Observe AgenKey CallAgt Observe 1. Press the Night Service 2. Press the key (3 = D for Day) to resume Day mode.
  • Page 36 Supervisor features...

  • Page 37: Terms You Should Know

    Terms you should know 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. Category 5 (Cat5) Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz, used by 10BaseT, 100BaseT4, 100BaseTX.
  • Page 38 Information display Any display of call activity, lists, prompts, and status of calls. On your IP Phone 1120E, this information area is one line of text and symbols. If a text message exceeds this area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining...
  • Page 39 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 1120E 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 40 Terms you should know Services key A fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office Logout, Test Local Mode, and Resume Normal Mode. Shared Directory Number A DN (extension) that is shared by two or more persons. 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...
  • Page 41 releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call. 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 42 Terms you should know...

  • Page 43: Index

    Index About the IP Phone 1120E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 32 Agent login 17 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32...
  • Page 44 Index Message key 39 Message waiting indicator 12, 41 Message/Inbox key 13 More key 10 Mute key 11 Navigation keys 11, 39 Night Service 34 Not Ready 27 Observe 35 Off-hook 39 Paging tone 39 Place or answer non-ACD calls 27 Quit/Stop key 13 Return to Queue on No Answer 39 Ringback/ring tone 39...
  • Page 46 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.

This manual is also suitable for:

1120e

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