Avaya 1120E User Manual
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Avaya 1120E User Manual

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See also: User Manual
Avaya 1120E IP Deskphone
Call Center User Guide
Avaya Communication Server 1000
Document Status: Standard
Document Version: 06.01
Part Code: NN43112-107
Date: November 2010

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Summary of Contents for Avaya 1120E

  • Page 1 Avaya 1120E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 06.01 Part Code: NN43112-107 Date: November 2010...
  • Page 2 Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc.

  • Page 3: Table Of Contents

    Contents About the Avaya 1120E IP Deskphone ....7 Basic features ........7 Telephone controls .
  • Page 4 Contents Supervisor features ....... 33 Using Answer Agent ....... . 33 Using the Agent key .

  • Page 5: Revision History

    October 2010 Standard 05.01. This document is up-issued to support rebranding updates. June 2010 Standard 04.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. May 2009 Standard 03.01. This document is up-issued to support Communication Server 1000 Release 6.0.
  • Page 6 Revision history...

  • Page 7: About The Avaya 1120E Ip Deskphone

    About the Avaya 1120E IP Deskphone About the Avaya 1120E IP Deskphone The Avaya 1120E IP Deskphone 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 Avaya 1120E IP Deskphone • four context-sensitive soft keys For information about the context-sensitive soft keys, see Avaya New in This Release Communication Server Release 5.0 (NN43001-115). Note: Some Avaya 1120E IP Deskphone phones are not configured to support soft key functionality. Consult your system administrator.

  • Page 9: Telephone Controls

    Figure 2: Avaya 1120E IP Deskphone Telephone controls This section describes the controls on the Avaya 1120E IP Deskphone. In some geographic regions, the Avaya 1120E IP Deskphone is offered with key caps that have English text labels. In this document, text in...
  • Page 10 About the Avaya 1120E IP Deskphone parentheses indicates the labels that appear on the key caps, for example, (Services). Table 1: Telephone controls Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature.
  • Page 11 About the Avaya 1120E IP Deskphone Use the Volume control buttons to adjust (Volume +) the 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 About the Avaya 1120E IP Deskphone Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements. Down to scroll up and down in...
  • Page 13 About the Avaya 1120E IP Deskphone Use the Goodbye key to terminate an active call. (Goodbye) When a message is waiting, or there is an incoming call, the red Message Waiting\Incoming Call Indicator LED at the top right of the IP Deskphone flashes. The flash cadence for each alert is different.
  • Page 14 About the Avaya 1120E IP Deskphone Press the Message/Inbox key to access your voice mailbox. (Msg/Inbox) This function is not available on all phones; consult your system administrator. Press the Directory key to access directory services. (Directory)
  • Page 15 • Password Admin: — Station Control Password Password Admin menu is not available on all Avaya 1120E IP Deskphone 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 16: Telephone Display

    Call Timer, feature prompt string, user-entered digits, date and time information, and phone information. Because the Avaya 1120E IP Deskphone 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,...
  • Page 17 10 characters. Press the flashing arrow to display the caller name. • The lower display area provides labels for the four context-sensitive soft keys. Figure 3 shows an idle LCD display screen. Figure 3: Avaya 1120E IP Deskphone LCD display screen...

  • Page 18: Agent And Supervisor Features

    Automatic Call Distribution (ACD) queue. If an Agent ID is assigned to you, the display screen prompts you to enter a four-digit code. Note: Note: The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager...
  • Page 19 Agent and Supervisor features environment. For more information about Avaya NES Contact Center Manager, visit www.avaya.com. To log in as an agent: 1. Lift the handset. 2. Press the In-Calls key. 2260 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID.

  • Page 20: Logging In Using Multiple Queue Assignments (For Basic Acd)

    Agent and Supervisor features 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: a. Press the Headset key and replace the handset in the cradle to receive calls on your headset.
  • Page 21 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: 1.

  • Page 22: Using Default Login

    Agent and Supervisor features 3. Choose one of the following: 2260 — Press the In-Calls key. — Press the NotReady key to enter the Not Ready ACD queue. 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.

  • Page 23: Logging Out

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

  • Page 24: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 24 • “Using Call Forcing” on page 25 • “Using Return to Queue on No Answer” on page 26 • “Using Activity code”...

  • Page 25: Using Call Forcing

    Agent features To terminate the call: Choose one of the following: • Press the Goodbye key. (Goodbye) • Press the In-Calls key. 2260 • Press the individual DN line key (this removes you from the queue). 2468 • Press the Not Ready key (this removes you from the queue but keeps you...

  • Page 26: Using Return To Queue On No Answer

    Agent features To enable Call Forcing for headset users: 1. Log in. 2. Replace the handset. 3. Press the Services key. Configure the On-hook default path (Services) Headset Enabled. 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.

  • Page 27: Using Emergency

    Agent features 3. Press the Activity key. Activity 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 by Agent report in Contact Center Manager Administration to track Not Ready time.

  • Page 28: Using Not Ready

    Agent features 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 Make Set Busy Ready, callers will continue to be directed to your phone. To use Not Ready: 1.

  • Page 29: Contacting Your Supervisor

    Agent features To answer a call: When the LCD next to your individual DN 2498 key flashes, press the DN key. Note: The LCD remains lit as long as you are on the call. Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways: •...
  • Page 30 Agent features 1. Press the Hold key to put the current call on hold. (Hold) 2. Press the Supervisor key. Supervisor Press the line (DN) key beside the flashing LED indicator to return to the caller on hold. To place a call to your supervisor: Press the Supervisor key.

  • Page 31: Using Record On Demand Key

    Agent features To transfer a call to your supervisor during a call in progress: 1. Press the Supervisor key. Supervisor 2. When your supervisor answers, press Supervisor Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. (Goodbye) Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD)

  • Page 32: Using Save Key

    Agent features 2. To stop the call recording, press the key again. 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.

  • Page 33: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 33 • “Using the Agent key” on page 34 • “Using Answer Emergency” on page 34 • “Using Call Agent” on page 35 •...

  • Page 34: 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 key links to a particular agent position and can be used along with the Call Agent Observe Agent keys.

  • Page 35: Using Call Agent

    Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) Using Call Agent Use the Call Agent feature to contact an agent. To use Call Agent: 1. Press the Call Agent key. CallAgt 2. Choose one of the following: AgenKey —...

  • Page 36: Using Night Service

    Supervisor features 2. Press the Interflow key again to Interflow deactivate the feature and resume normal call flow. Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service: 1.

  • Page 37: Observing A Call

    Supervisor features To deactivate Night Service: 1. Press the Night Service key. NightSvc 2. Press the key (3 = D for Day) to resume Day mode. The Night Service LCD flashes. New calls enter the queue. Observing a call Use the Observe feature to monitor an agent in a call. To observe a call: 1.
  • Page 38 Supervisor features...

  • Page 39: Terms You Should Know

    Terms you should know Terms you should know Avaya Communication Server 1000 Your office communication system. 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.

  • Page 40: Information Display

    Information display Any display of call activity, lists, prompts, and status of calls. On your Avaya 1120E IP Deskphone, 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...
  • 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 Avaya 1120E IP Deskphone 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 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 43 Terms you should know 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 44 Terms you should know...

  • Page 45: Index

    Index Index DN 40 About the Avaya 1120E IP Desk- phone 7 Emergency 27 Activity code 26 Enter key 12 Agent and MQA login options 20 Expand key 12 Agent and Supervisor features 18 Agent features 24 Agent key 34...
  • Page 46 Index Station Control Password (SCPW) Message key 41 Status Messages 42 Message waiting indicator 43 Supervisor features 33 Message/Inbox key 14 Switchhook 42 More key 10 System or Switch 42 Navigation keys 12, 41 Telephone controls 9 Night Service 36 Telephone display 16 Not Ready 28 User Interface 43...

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