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Nortel Softphone 2050 User Manual

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Nortel Communication Server 1000
IP Softphone 2050
Call Center User Guide

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Summary of Contents for Nortel Softphone 2050

  • Page 1 Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide...
  • Page 2 Title page...

  • Page 3: Revision History

    June 2006 Standard 6.00. This document is up-issued to reflect additional information about reserved keyboard keys. 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.
  • Page 4 Revision history September 2002 Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Succession Communication Server for Enterprise 1000, Release 2.0.
  • Page 5 Revision history...

  • Page 6: Table Of Contents

    Contents Contents IP Softphone 2050 overview ......9 Features ......... . 9 Components .
  • Page 7 Contents For Basic ACD or Contact Center Manager ... 28 Logging in using Agent ID and Multiple Queue Assignments . 29 Using MQA login options ......29 Logging in: No Supervisor ID, No Priority .
  • Page 8 Contents Using Agent key ........39 Using Answer Emergency .

  • Page 9: Ip Softphone 2050 Overview

    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 10 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 •...

  • Page 11: Components

    Callers List, Application Server Administration, and Password Administration). For more information about the Call Control window, consult the IP Softphone 2050 User Guide (NN43119-101) Local Directory window Use the Local Directory window to create, manage, and use a telephone directory stored on your local computer and to access external directories, such as LDAP, Outlook, and WAB.

  • Page 12: System Tray Icon And Menu

    Use the Expansion Module (EM) to display the status of pre-programmed lines for other IP Phones on the network. For more information about the Expansion Module, consult the IP Softphone 2050 User Guide (NN43119-101). i2050.exe application The i2050.exe application lets the IP Softphone 2050 communicate with the server.

  • Page 13: Display

    IP Softphone 2050 overview Display IP Softphone 2050 themes (1100 series and compact) support two display areas (shown in Figure 1 and Figure 2). Figure 1: IP Softphone 2050—1100 theme display Primary display Soft keys Figure 2: IP Softphone 2050—compact theme display Primary display Soft keys The primary display area provides up to four lines of operating...

  • Page 14: Ip Softphone 2050 Call Control Window

    To open the IP Softphone 2050 Call Control window: 1. From your desktop PC, select Start. 2. Select Programs. 3. Select Nortel > IP Softphone 2050 > IP Softphone 2050. Accessibility Interface To open the IP Softphone 2050 Accessibility Interface from the Call Control window: 1.

  • Page 15: Call Control Window

    IP Softphone 2050 Call Control window Call Control window The Call Control window (see Figure 3 below and Figure 4 on page 16) 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 17.

  • Page 16: Accessibility Interface

    Activate this feature by navigating to Start > Control Panel > Accessbility Options > Display and selecting the High Contrast checkbox. For more information about the Accessibility Interface, consult the IP Softphone 2050 User Guide (NN43119-101).

  • Page 17: 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 3) Element Function Primary display To provide call information (such as Caller ID) and instructions for using certain soft key features.
  • Page 18 IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 2 of 3) 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 19: Hot Keys

    IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 3 of 3) Element Function Directory To access CS 1000 Directory features. Depending on how the system administrator sets up this service, use this button to access Personal Directory or other server-based directory services.

  • Page 20: Removing A Hot Key

    IP Softphone 2050 Call Control window 4. From the Items list, select the feature to which you want to assign a hot key. 5. Under Press a new shortcut key, enter the key combination—“Alt + Ctrl + V”, for example—that you want as your hot key. 6.

  • Page 21: System Tray Icon And Menu

    IP Softphone 2050 Call Control window 4. From the Items list, select the feature from which you want to remove a hot key. 5. Click Remove. 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.
  • Page 22 IP Softphone 2050 Call Control window • Select Mute to mute the headset microphone. • Select Send to confirm menu selections and terminate input sequences. • Select Make Call to open the Phone Number dialog box. • Select Features to access server-supported features. •...

  • Page 23: Local Directory

    IP Softphone 2050 Call Control window Local Directory The IP Softphone 2050 Local Directory (Figure 6) lets you store as many phone directories on your computer as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcut links.

  • Page 24: Opening A Local Directory From The Call Control Window

    IP Softphone 2050 Call Control window The Shortcut Bar on the left side of the window lists all groups of shortcut links, including: • Local Directory—main directory contacts • Quick Dials—a built in group for selecting shortcuts to contacts Opening a Local Directory from the Call Control window To open a Local Directory: 1.

  • Page 25: Cs 1000 Directory

    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 26 IP Softphone 2050 returns to the idle state. For further information about CS 1000 Directory features (Personal Directory, Redial List, Callers List, Password Administration), consult the IP Softphone 2050 User Guide (NN43119-101). For further information about the Nortel IP Softphone 2050, consult IP Phones Fundamentals (NN43001-368).

  • Page 27: 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 7: Line and feature keys Use these keys to access and manage Call Center Agent and Supervisor features.

  • Page 28: Logging In Without Agent Id

    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 29: 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 30: Logging In: No Supervisor Id, No Priority

    Agent and Supervisor features 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.

  • Page 31: 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 Priority: To log in using the Supervisor ID, With Priority option: 1.

  • Page 32: Using Default Login

    Agent and Supervisor features 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 33: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 33 • “Using Force Call” on page 34 • “Using Activity Code” on page 34 • “Using Emergency” on page 35 •...

  • Page 34: Using Force Call

    Agent features • Click NotReady. (This removes you from the queue but keeps you logged in as an agent position.) • Wait for the caller to terminate the call • On your PC keyboard, press F12. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call.

  • Page 35: Using Emergency

    Agent features To record an activity, do the following: 1. When the Activity indicator flashes, click Activity. 2. Use the keypad to enter the activity code. 3. Click Activity again. If performing multiple tasks, repeat steps 1 through 3. Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation.

  • Page 36: Answering Or Making Non-Acd Calls

    Agent features Answering or making non-ACD calls Use the non-ACD calls feature to receive and place calls using your individual line. The indicator remains lit while the call is active. Placing a call 1. Click your individual 2. Use the keypad to dial the telephone number. Answering a call When the indicator next to your individual DN key flashes, click DN.

  • Page 37: Placing A Call To Your Supervisor When On A Call

    Agent features • To speak to your supervisor, click Supervisor. • To return to the active call, click InCalls. Placing a call to your supervisor when on a call To place a call to your supervisor: 1. Click Supervisor. Calls are automatically put on hold when using Supervisor.

  • Page 38: Supervisor Features

    Supervisor features Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 38 • “Using Agent key” on page 39 • “Using Answer Emergency” on page 39 • “Using Call Agent” on page 40 •...

  • Page 39: 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 40: Using Call Agent

    Supervisor features 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 41: 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 42: Using Display Agent Status

    Supervisor features 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 8 below. Click Display Agent.

  • Page 43: 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 Display Queue. Your queue status appears in the display area of the Call Control window. See Figure 9 below.
  • Page 44 Supervisor features Table 3: Display Queue indicators Indicator Queue Status Meaning Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue. New calls overflow to another queue.

  • Page 45: Index

    Index Index Activity Code, 34 Goodbye Key 33, 38, 39, 40 Agent ID, 29 Agent, 39 Hold, 18 Answer Agent, 38 Hot key, 19 Answer Emergency, 39 Answer, 18 i2050.exe application, 12 Inbox/Messages, 19 Call Agent, 40 InCalls, 31, 33 Call Control Window Indicator Display, 39 1140 skin, 15...
  • Page 46 Index No Supervisor ID, With Priority, 30 Volume, 18 Non-ACD calls, 36 NotReady, 31, 32, 35 Wide Area Network (WAN), 9 Observe Agent, 39 Observe, 41 Outbox/Shift, 19 Primary display, 17 Priority 31 Quit, 17 Release, 18 Services, 19 Skin display 1140 skin, 13 compact skin, 13 Soft keys, 17...
  • Page 48 LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing, NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

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