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Summary of Contents for Avaya 2050
- Page 1 Avaya 2050 IP Softphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 06.01 Part Code: NN43119-100 Date: March 2013...
- Page 2 “Heritage Nortel Software” means the software that of any linked websites referenced within this site or was acquired by Avaya as part of its purchase of the documentation provided by Avaya. Avaya is not Nortel Enterprise Solutions Business in December responsible for the accuracy of any information, 2009.
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- Page 9 This program is free software; you can redistribute it and/or modify it under the terms of the GNU General Public License as published by the Free Software Foundation; either version 2 of the License, or (at your option) any later version. This program is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY;...
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Page 10: Revision History
Enter key. March 2012 Standard 05.02. This document is up-issued to support Avaya 2050 Softphone Release 4.3 reflecting support for 64 bit on Windows 7 and Vista operating systems. October 2010 Standard 05.01. This document is up-issued to support Avaya 2050 Softphone Release 4.0. - Page 11 Revision history July 2008 Standard 02.02. This document is up-issued to support IP Softphone 2050 Release 3.1 and is updated to include information on incoming call notification. December 2007 Standard 02.01. This document is up-issued to support IP Softphone 2050 Release 3.0.
- Page 12 Revision history October 2003 Standard 2.00. This document is up-issued to support Succession 3.0 software. September 2002 Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Communication Server for Enterprise 1000, Release 2.0.
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Page 13: Table Of Contents
Contents Avaya 2050 IP Softphone overview ....16 New features and support ......16 Features . - Page 14 Contents Logging in with Agent ID ......35 For Basic ACD or Contact Center Manager ... 35 Logging in using Agent ID and Multiple Queue Assignments .
- Page 15 Contents Placing a call to your supervisor when on a call ..47 Conferencing your supervisor to a call in progress ..47 Transferring a call to your supervisor ....47 Supervisor features .
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Page 16: Avaya 2050 Ip Softphone Overview
PC keyboard, or from the USB Audio Adapter. Designed to work with IP-based phone systems, the Avaya 2050 IP Softphone provides Voice over IP (VoIP) services using a telephony server and your Local Area Network (LAN) or Wide Area Network (WAN). -
Page 17: Features
Avaya 2050 IP Softphone overview Features The Avaya 2050 IP Softphone supports the following features: • Twelve user-defined feature keys: six Programmable Line (DN)/Feature Keys (self-labeled) and six lines/features accessed by pressing the shift key • Four soft keys that provide access to a maximum of 10 features •... -
Page 18: Components
• Always-on-top option that keeps the Call Control window on top of all other open applications Components The Avaya 2050 IP Softphone supports six main components: • “Call Control window” on page 19 • “Local Directory window” on page 19 •... -
Page 19: Call Control Window
Avaya 2050 IP Softphone overview Call Control window The Avaya 2050 IP Softphone Call Control window displays the line keys, feature buttons, and call display. Use this window to make and manage your telephone calls. You also use this window to access both your Local... -
Page 20: I2050.Exe Application
Avaya 2050 IP Softphone but remains hidden in the background. To verify that the i2050.exe is running, open the Windows Task Manager. To view the i2050.exe process, select Processes. The process appears as long as the Avaya 2050 IP Softphone icon appears in the system tray. -
Page 21: Avaya 2050 Ip Softphone Call Control Window
The Call Control window opens. 2. Click the Menu button. Select File > Settings > Theme. 4. Select Accessibility Interface. Note: If the Avaya 2050 IP Softphone is running, you must exit and restart for the change to the Accessibility Interface to take effect. -
Page 22: Call Control Window
Avaya 2050 IP Softphone Call Control window Call Control window The Call Control window (see Figure 1 below and Figure 2 on page includes the standard features that let you make and manage phone calls. For information on the elements of the Call Control window, see... -
Page 23: Accessibility Interface
The Accessibility Interface works with JAWS® for Windows from Freedom Scientific—screen reading software that lets visually impaired users access the full range of Avaya 2050 IP Softphone features. The Accessibility Interface has been tested on JAWS® Version 5.0. The screen is divided into four groups of controls: Display, Line and Feature, Date and Time, and Indicators. -
Page 24: Call Control Window Elements And Functions
Avaya 2050 IP Softphone Call Control window Call Control window elements and functions Table 1 describes the elements and functions of the Call Control window. Table 1: Avaya 2050 IP Softphone components and functions (Part 1 of 4) Element Function... - Page 25 Avaya 2050 IP Softphone Call Control window Table 1: Avaya 2050 IP Softphone components and functions (Part 2 of 4) 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 26 Avaya 2050 IP Softphone Call Control window Table 1: Avaya 2050 IP Softphone components and functions (Part 3 of 4) Element Function Mute Mute key functionality is enabled or disabled by your system administrator. Contact your system administrator to determine if your...
- Page 27 Avaya 2050 IP Softphone Call Control window Table 1: Avaya 2050 IP Softphone components and functions (Part 4 of 4) Element Function Dialpad To dial a telephone number. Use your mouse pointer to click the numbers you want to enter.
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Page 28: Hot Keys
Avaya 2050 IP Softphone Call Control window Hot keys You can assign keyboard hot keys to access the full range of Call Control window functions and menu options. Adding a hot key To add a new hot key: 1. Click the Menu button. -
Page 29: Removing A Hot Key
5. Click Remove. System tray icon and menu Use the Avaya 2050 IP Softphone system tray icon menu to manage phone calls and messages without opening the Call Control window. To access the menu, right-click the Avaya 2050 IP Softphone icon found in the Windows taskbar system tray. -
Page 30: Avaya 2050 Ip Softphone Directories
“Avaya Communication Server 1000 Directory” on page 32 Local Directory Use the Avaya 2050 IP Softphone Local Directory to store and manage multiple phone directories on your computer. You can use the Shortcut Bar to organize your contacts into groups. -
Page 31: Opening A Local Directory From The Call Control Window
Avaya 2050 IP Softphone Directories Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control window, click the Menu button. 2. Select View > Local Directory. 3. Select one of the following: —... -
Page 32: Avaya Communication Server 1000 Directory
Or click the arrow beside the button, and then click the desired number from the drop-down list. For more information about managing contacts, refer to the Avaya 2050 IP Softphone User Guide (NN43119-101). Avaya Communication Server 1000 Directory... - Page 33 Avaya 2050 IP Softphone Directories For further information about the Avaya 2050 IP Softphone and Avaya Mobile Voice Client 2050, consult Avaya IP Phones Fundamentals (NN43001-368).
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Page 34: Agent And Supervisor Features
Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor. The Avaya 2050 IP Softphone supports six line (DN) and feature keys, accessible from the Call Control window. Figure 3: Line and feature keys Use these keys to access and manage Call Center Agent and Supervisor features. -
Page 35: Logging In Without Agent Id
Note: The following procedure applies if you are working in a Basic ACD environment or an Avaya Contact Center Manager environment. For more information about Avaya Contact Center Manager, visit www.avaya.com. -
Page 36: 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 37: 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 38: 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 39: 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 40: Agent Features
— Click Answer to answer the call. — Click Open to activate the Avaya 2050 IP Softphone Call Control window and select a call handling feature, such as forwarding the incoming call to another line or to voicemail. — Click Close to close the notification window. -
Page 41: Answering Acd Calls
Agent features Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/feature keys (see Figure 3 on page 34). Answering a call The indicator next to the InCalls... -
Page 42: Using Activity Code
Agent features When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes to your agent position. To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls. -
Page 43: Using Record On Demand Key
Agent features To use the Emergency feature, do the following: 1. During an active call, click Emergency. When the supervisor picks up, a three-way call commences with you, the supervisor, and the caller. 2. Click Emergency again to transfer the caller to the supervisor and terminate your access to the call. -
Page 44: Using Notready
Agent features • CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call. If the SAVE key is clicked, then the call is not saved. • CR application in Bulk Record + Delete everything mode - Recorded conversation is deleted at the end of the call. -
Page 45: Answering A Call
Agent features Answering a call When the indicator next to your individual DN key flashes, click DN. The indicator remains lit as long as the call remains active. Using voice mail soft keys Note: This feature is not available on all telephones. Contact your system administrator to determine if this feature is available on your telephone. -
Page 46: Contacting Your Supervisor
Agent features Soft key Action Comp Compose a voice mail message. Forwrd Forward the voice mail message to another telephone number. Disconnect from the voice mail system. More... Cycle back to the first layer of soft keys. Voice mail soft keys are displayed: •... -
Page 47: 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. Note 1: The enter key on the keyboard can also be used to pick up the longest incoming ringing/non-ringing DN by configuring Automatic line selection on each phone. -
Page 48: Supervisor Features
Supervisor features Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 48 • “Using Agent key” on page 49 • “Using Answer Emergency” on page 49 • “Using Call Agent” on page 50 •... -
Page 49: 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 50: 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 51: 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 52: 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 4 below. -
Page 53: 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. Figure 5 below. - Page 54 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 55 Supervisor features...
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Page 56: Index
Index Index Activity Code, 42 Goodbye Key 41, 48, 49, 50 Agent ID, 36 Agent, 49 Hold, 26 Answer Agent, 48 Hot key, 28 Answer Emergency, 49 Answer, 25 i2050.exe application, 20 Inbox/Messages, 27 Call Agent, 50 InCalls, 38, 41 Call Control Window Indicator Display, 49 1140 skin, 22... - Page 57 Index No Supervisor ID, With Priority, 37 Non-ACD calls, 44 Wide Area Network (WAN), 16 NotReady, 38, 39, 44 Observe Agent, 49 Observe, 51 Outbox/Shift, 27 Primary display, 24 Priority 38 Quit, 24 Release, 26 Services, 27 Soft keys, 24 Supervisor ID 36 Supervisor ID, 36 Supervisor ID, No Priority, 37...
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