Nortel NN-10300-053 User Manual
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Nortel NN-10300-053 User Manual

Nortel NN-10300-053 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 NN-10300-053

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

  • Page 2: Title Page

    Title page...

  • Page 3: Revision History

    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...

  • Page 5: Table Of Contents

    Contents Contents IP Softphone 2050 overview ......7 Features ......... . 7 Components .
  • Page 6 Contents Supervisor features ....... 34 Using Answer Agent ....... . 34 Using Agent key .

  • Page 7: 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 8: Components

    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 9: System Tray Icon And Menu

    • “Local Directory window” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on page 9 • “i2050.exe application” on page 10 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature buttons, and call display.

  • Page 10: Display

    IP Softphone 2050 overview i2050.exe application The i2050.exe application lets the IP Softphone 2050 communicate with the server. It launches when you start the IP Softphone 2050 but remains hidden in the background. To verify that the i2050.exe is running, open the Windows Task Manager.

  • Page 11: Ip Softphone 2050 Call Control Window

    Call Control window The IP Softphone 2050 Call Control window supports the 1140 skin— designed to look and feel like the desktop IP Phone 1140—as well as an additional two compact skins, available in black and silver. The IP Softphone 2050 also supports an Accessibility Interface for visually impaired users.

  • Page 12: 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 13) 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 14.

  • Page 13: Accessibility Interface

    Figure 4: Call Control Window—Compact Skin (silver) Display Soft keys Line keys Volume keys Mute Directory Inbox/ Messages Outbox/Shift Quit Navigation arrows 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 IP Softphone 2050 features.

  • Page 14: 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 15 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 (1140 skin only).

  • Page 16: 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 any of the following: Personal Directory, Redial List, Callers List features, or some other server-based directory service.

  • Page 17: Removing A Hot Key

    4. Under Press a new shortcut Ctrl + V”, for example—that you want as your hot key. 5. Click Assign. Note: If the key combination is already taken, the previously assigned feature appears in the To assign a hot key, you can enter any keyboard key combination except for the following: •...

  • Page 18: System Tray Icon And Menu

    IP Softphone 2050 Call Control window 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. To access the menu, right-click the IP Softphone 2050 icon found in the Windows taskbar system tray.
  • Page 19 • Select Make Call to open the Phone Number dialog box. • Select Features to access server-supported features. • Select Macros to access your list of macros. • Select Open to open the Call Control window. • Select Exit to close the IP Softphone 2050. •...

  • Page 20: 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 21: Directory Entry Management

    The Shortcut Bar on the left side of the window lists all groups of shortcut links, including: • Local Directory—main directory contacts • Redial List—most recent calls made • Callers List—most recent calls received • 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:...

  • Page 22: Cs 1000 Directory

    IP Softphone 2050 Call Control window For more information about managing contacts, refer to the IP Softphone 2050 User Guide. CS 1000 Directory The CS 1000 Directory maintains contact information and server- supported features in a remote, central database called the Application Server.
  • Page 23 Note: The Personal Directory, Redial List, and Callers List features have a one-minute time-out control period. If the application rests idle for one minute during any of the operations, the list closes and your 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.

  • Page 24: 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. Common features are as follows. • “Line and feature keys” on page 24 • “Logging in an Agent” on page 24 •...

  • Page 25: Logging In With Agent Id And Multiple Queue Assignments

    To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to enter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state. 4.

  • Page 26: Logging In: Supervisor Id, No Priority

    Agent and Supervisor features Login Option entries The login options require the following entries: • A four-digit Agent ID • A Supervisor ID (if your queue requires one) • Up to five ACD DNs and priority values (if priority values are being used), terminated by ##.

  • Page 27: Logging In: No Supervisor Id, With Priority

    Logging in: No Supervisor ID, With Priority To log in using the No Supervisor ID, With Priority option: 1. Click InCalls. 2. Dial Agent ID 3. Dial ACD DN 1 4. Dial Priority 1 #. 5. Dial ACD DN 2 6.

  • Page 28: Using Default Login

    Agent and Supervisor features 12. Dial ACD DN 5 13. Dial Priority 5 Click InCalls NotReady Note: To choose the default Priority or Supervisor ID, enter # instead of a Priority entry or a Supervisor ID entry (the Priority or Supervisor ID for your set is used).

  • Page 29: Agent Features

    Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 29 • “Using Force Call” on page 30 • “Using Activity Code” on page 30 • “Using Emergency” on page 31 • “Using NotReady”...

  • Page 30: 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 31: Using Emergency

    Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active. 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.

  • Page 32: Contacting Your Supervisor

    Agent features Contacting your supervisor Use the Supervisor feature to do the following: • Answer a call from your supervisor • Answer a call from your supervisor when on another call • Place a call to your supervisor • Conference in your supervisor when on another call •...
  • Page 33 Placing a call to your supervisor when on another call To place a call to your supervisor: 1. Click Supervisor. Calls are automatically put on hold when using Supervisor. 2. To return to the current call, click InCalls. Placing your supervisor in conference with a call in progress You can conference in your supervisor during a call in progress: •...

  • Page 34: Supervisor Features

    Supervisor features Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 34 • “Using Agent key” on page 34 • “Using Answer Emergency” on page 35 • “Using Call Agent” on page 36 •...

  • Page 35: Using Answer Emergency

    To activate the Agent feature: 1. Click Call Agent 2. Click Agent Table 2 lists agent status indications. Table 2: Agent Status Indicator Display Slow Flashing Fast Flashing Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation.

  • Page 36: Using Call Agent

    Supervisor features Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent. 2. Click a selected Agent 3. To end the call, click Goodbye. Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold.

  • Page 37: Transitioning To Night Service

    Transitioning to Night Service To transition into Night Service, do the following: 1. Click Night. 2. Click the key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive night service. Deactivating Night Service To deactivate Night Service, do the following: 1.

  • Page 38: Using Display Agent Status

    Supervisor features 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. The summary information appears for 12 seconds or until you click another feature key.

  • Page 39: Using Display Queue

    Using Display Queue Use the Display Queue feature to view the status of all calls waiting in the queue. To activate Display Queue, click Your queue status appears in the display area of the Call Control window. See Figure 9 below. Figure 9: Display Queue Calls Waiting Number of...
  • Page 40 Supervisor features Table 3: Display Queue indicators Indicator Queue Status Slow Flashing Busy Fast Flashing Overloaded Meaning Calls are backing up in the queue. Calls overflowing to this queue are not being accepted. You have too many calls in this queue. New calls overflow to another queue.

  • Page 41: Index

    Index Activity Code, 30 Agent ID, 24, 26 Agent Login, 24 Agent, 34 Answer Agent, 34 Answer Emergency, 35 Answer, 15 Automatic Call Distribution (ACD), Call Agent, 36 Call Control Window 1140 skin, 12 Compact Skin, 13 Copy, 14 CS 1000 Directory, 22 Default Login, 28 Dialpad, 15 Directory, 16...
  • Page 42 Index Non-ACD calls, 31 NotReady, 28, 31 Observe Agent, 34 Observe, 37 Outbox/Shift, 16 Primary display, 14 Priority 28 Quit, 14 Release, 15 Services, 16 Skin display 1140 skin, 10 compact skin, 10 Soft keys, 14 Speaker, 16 Supervisor ID 26 Supervisor ID, 25 Supervisor ID, No Priority, 26 Supervisor ID, With Priority, 27...
  • Page 44 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.

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2050

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