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Nortel 1000 User Manual

Nortel 1000 User Manual

Ip phone 2002 call center
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Nortel Communication Server 1000
IP Phone 2002
Call Center User Guide

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Summary of Contents for Nortel 1000

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide...

  • Page 3: Revision History

    Revision history July 2006 Standard 5.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. LOGOs and trademark information updated. Document feedback URL added to back page. August 2005 Standard 4.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5.
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents About the Phone ........7 Basic features .
  • Page 6 Contents Observing a call ........33 Accessories .

  • Page 7: About The Phone

    About the Phone The Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note 1: All features are not available on all telephones. Consult your system administrator to verify the features that are available on your telephone.
  • Page 8 About the Phone Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator. • multi-field LCD display screen • call timer to indicate the duration of each call • speaker for on-hook dialing or on-hook listening •...

  • Page 9: Telephone Controls

    Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Telephone controls Note: Some IP Phone 2002 sets include optional key caps. Text in parenthesis indicates labels appearing on the key caps. For example, (Services) Use the Volume control volume of the ringer, handset, headset, speaker, and Handsfree feature.
  • Page 10 About the Phone (Goodbye) (Hold) (Message) Programmable line (DN)/feature keys extra DNs or feature keys used to access additional features. A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD indicates that the line is on hold. A steady LCD light beside a feature key indicates that the feature is active.
  • Page 11 Press the navigation keys to access the following (Services) items: • • • About the Phone Services key and use the Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — OnHook Default Path — Display diagnostics —...
  • Page 12 About the Phone (Directory) (Mute) • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) • Test Local Mode and Resume Local Mode (if Media Gateway 1000B is configured) Note 1: Press the Services from any menu or menu item. •...
  • Page 13 Soft keys the display area. The LCD label above the key changes, based on the active feature. Note: When a triangle appears before a key label, the feature is active. Press the layer of When a message is left for the user, the Message Waiting Indicator this indicator flashes when the set ringer is Press the...

  • Page 14: Telephone Display

    About the Phone Telephone display The IP Phone 2002 has two display areas: • The upper display area contains single-line information for items such as caller number, caller name, feature prompt string, user-entered digits, date and time information, and set information. •...

  • Page 15: Agent And Supervisor Features

    Agent and Supervisor features This section describes the login features that are common to the Call Center Agent and Supervisor, which are: • “Logging in an Agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assignments” on page 16 •...

  • Page 16: Logging In With Agent Id And Multiple Queue Assignments

    Agent and Supervisor features Logging in with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (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. Choose one of the following login procedures: •...

  • Page 17: Using Agent Id And Mqa Login Options

    Using Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 18. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID).
  • Page 18 Agent and Supervisor features To log in: 1. Press the InCalls key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.

  • Page 19: Using Default Login

    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 and with the same Supervisor. Agent and Supervisor features 1.

  • Page 20: Logging Out An Agent

    Agent and Supervisor features Logging out an Agent You can log out of the system completely or temporarily (NotReady state). To log out: Choose one of the following: • To log out completely, press the MakeSetBusy key. • To log out temporarily, press the NotReady key.

  • Page 21: Agent Features

    Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 21 • “Using Force Call” on page 22 • “Using Activity code” on page 23 • “Using Emergency” on page 24 • “Using Not Ready”...

  • Page 22: Using Force Call

    Agent features To terminate the call: (Goodbye) Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. A time interval is set by your system administrator between each incoming call. When calls come in, a short tone indicates the new call. The InCall indicator lights continuously and the ACD call automatically goes to your agent position.

  • Page 23: Using Activity Code

    (Services) Using Activity code Use Activity code to record the types of activities you are performing. To record activities: 3. Press the Services “On-hook default path” to “Headset Enabled”. 1. When the Activity LCD indicator is flashing, press the Activity 2.

  • Page 24: Using Emergency

    Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post-call work. 1. During an active call, press the Emergency key.

  • Page 25: Placing Or Answering Non-Acd Calls

    Placing or answering non-ACD calls Use this feature to receive and place calls on your individual line. To place a call: To answer a call: 2. To return to the queue, choose one of the following: — Press the InCalls —...

  • Page 26: Contacting Your Supervisor

    Agent features 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 26 • “To answer a call from your supervisor when on another call:” on page 26 •...
  • Page 27 To place a call to your supervisor: To return to the ACD call: To conference in your supervisor during a call in progress: To transfer a call to your supervisor during a call in progress: 2. Press the Supervisor Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.
  • Page 28 Agent features (Goodbye) 2. When your supervisor answers, press Supervisor key again. 3. Press the Goodbye your access to the call. key to terminate...

  • Page 29: Supervisor Features

    Supervisor features The following sections describe features available to the Supervisor: • “Using Answer Agent” on page 29 • “Using the Agent key” on page 30 • “Using Answer Emergency” on page 30 • “Using Call Agent” on page 31 •...

  • Page 30: 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 1 lists the four states of the LCD indicator. Table 1: Agent’s status LCD display Description Agent is not logged in.

  • Page 31: Using Call Agent

    (Goodbye) Using Call Agent Use the Call Agent feature to contact an agent. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. 2. Press the Goodbye 1. Press the Call Agent 2.

  • Page 32: Using Night Service

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

  • Page 33: Observing A Call

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

  • Page 34: Accessories

    Accessories Accessories Nortel IP Phone Key Expansion Module (KEM) The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides additional line appearances and feature keys to your IP Phone 2002. You can connect up to two KEMs to your IP Phone 2002, providing a total of 48 additional keys.

  • Page 35: Terms You Should Know

    A telephone operator in your organization. AutoDial A telephone number programmed on the touch dialing. Nortel Communication Server 1000 An office communication system. Date/Time display The current date and time when the telephone is in an idle state. Directory key Enables access to Corporate Directory, Personal Directory, Redial List, and Callers List.
  • Page 36 Terms you should know Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Fixed key The hard-labeled keys on your telephone. Goodbye key A fixed key used to end an active call. Handsfree A method of conversing with the party on the other end of the line without lifting your handset.
  • Page 37 Nortel IP Phone Key Expansion Module (KEM) An optional hardware module which provides additional line appearances and feature keys to your IP Phone. Up to two KEMs can be attached to your IP Phone 2002, providing a total of 48 keys.
  • Page 38 Terms you should know Outbox/Shift key A fixed key reserved for future feature development. Primary Directory Number The main extension number on your telephone. Programmable line (DN/feature keys (self-labeled) The four keys located at the sides of the upper area of the dis- play.
  • Page 39 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features. Status messages A message displayed to inform the user of important information. A right arrow appears if more than one Status Message is present.
  • Page 40 Terms you should know...

  • Page 41: Index

    Answer ACD calls 21 Answer Agent 29 Answer Emergency 30 Attendant 35 AutoDial 35 Basic features 7 Call Agent 31 Communication Server 1000 35 Contact your supervisor 26 Date/Time display 35 Default login 19 Directory key 12, 35 Directory number 35 Emergency 24...
  • Page 42 Index More key 13, 37 Mute key 12, 37 Navigation keys 10, 37 Night Service 32 Not Ready 24 Observe 33 Off-hook 37 Outbox/Shift key 13, 38 Paging tone 38 Place or answer non-ACD calls 25 Primary Directory Number 38 Programmable line (DN)/feature keys (self-labeled) 10, 38 Quit key 13, 38...
  • 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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