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Avaya 1165E User Manual

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Download this manual See also: User Manual
Avaya 1165E IP Deskphone
Call Center User Guide
Avaya Communication Server 1000
Document Status: Standard
Document Version: 03.02
Part Code: NN43101-104
Date: November 2010

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Summary of Contents for Avaya 1165E

  • Page 1 Avaya 1165E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 03.02 Part Code: NN43101-104 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 Contents Basic features ........7 Telephone controls .
  • Page 4 Contents Using the Agent key ....... . 38 Using Answer Emergency ......38 Using Call Agent .

  • Page 5: Revision History

    Revision history Revision history November 2010 Standard 03.02. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. October 2010 Standard 03.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. June 2010 Standard 02.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0.
  • Page 6 Revision history...

  • Page 7: Basic Features

    Note 2: Wideband has dependencies on Avaya Communication Platform support, including Avaya Communication Server 1000 and is minimum-release dependent. Your Avaya 1165E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.
  • Page 8 Hearing aid compatibility • USB port for connecting USB mouse, USB keyboard, USB headset, USB flash drive and powered hubs • USB access control (USB lock) that controls how the USB port on the Avaya 1165E IP Deskphone can be used...
  • Page 9 Graphical External Application Server (GXAS) protocol that enables External Application Server APIs to provide feature functionality • support for Avaya 1100 Series Expansion Module to add keys For information about using the Expansion Module, see the Avaya 1100 Series Expansion Module User Guide (NN43130-101).

  • Page 10: Telephone Controls

    Figure 1 on page 10 shows the Avaya 1165E IP Deskphone. Figure 1: Avaya 1165E IP Deskphone This section describes the controls on your Avaya 1165E IP Deskphone. 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 1165E IP Deskphone Press the More... key to access the next layer of soft keys (self-labeled). The keys on either side of the LCD display area are self-labeled line/programmable feature keys, with labels on the LCD. These...
  • Page 12 About the Avaya 1165E IP Deskphone Your Mute key functionality is enabled or disabled by your system administrator. (Mute) Contact your system administrator to determine if your Mute key is enabled. If your Mute key is enabled, press the Mute key to listen to the receiving party without transmitting your voice.
  • Page 13 About the Avaya 1165E IP Deskphone Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections. In most menus, you can use the Enter instead of the Select soft key. Press the Hold key to put an active call on hold.
  • Page 14 About the Avaya 1165E IP Deskphone 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 15 About the Avaya 1165E IP Deskphone Press the Message/Inbox key to access your voice mailbox. (Msg/Inbox) Note: This function is not available on all phones; consult your system administrator. Press the Directory key to access directory services. (Directory) Press the...

  • Page 16: Telephone Display

    Local Tools menu. Telephone display The Avaya 1165E IP Deskphone has a 4.1 inch (diagonal measured) color QVGA TFT display, capable of displaying a QVGA 320 x 240 (H x W) image. The graphics controller supports 24 bit color (16 million colors).
  • Page 17 IP Deskphone information. • The lower display area provides labels for the four soft keys. Following figure shows the Avaya 1165E IP Deskphone display area, including the line/feature keys and soft keys. Figure 2: Avaya 1165E IP Deskphone display area...

  • Page 18: Usb Support

    Figure 3: Avaya 1165E IP Deskphone LCD display screen USB support The Avaya 1165E IP Deskphone has a USB port for connecting a USB keyboard, USB mouse, USB headset, and USB flash drive. The Avaya 1165E IP Deskphone supports powered downstream 1.1-compliant USB hubs, including USB 2.0 hubs, if they offer USB 1.1-backwards...

  • Page 19: Call Features And Flexible Feature Codes

    About the Avaya 1165E IP Deskphone You can plug a USB flash drive into the USB Port of the Avaya 1165E IP Deskphone or on a powered hub connected to the IP Deskphone, and transfer files to and from the IP Deskphone.
  • Page 20 8. Press the Select soft key to accept the new password. If you are locked out of your Avaya 1165E IP Deskphone, or if you forget your SCPW, contact your system administrator. Note: The default configuration for Password Protection is off.
  • Page 21 About the Avaya 1165E IP Deskphone To turn Password Protection on or off: 1. Press the Directory key. (Directory) 2. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode. 3. Use the dialpad to enter your password (if Password Protection is enabled).

  • Page 22: Logging In Without Agent Id (For Basic Acd)

    Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor. Depending on your system configuration, choose from the following methods of logging in and out: • “Logging in without Agent ID (for basic ACD)” on page 22 •...
  • Page 23 Note: The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager environment. For more information about Avaya NES Contact Center Manager, visit www.avaya.com.

  • Page 24: 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 (Headset) calls on your headset.
  • Page 25 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 26: Using Default Login

    Agent and supervisor features 3. Choose one of the following: — Press the In-Calls key. 2260 — Press the NotReady key to enter the NotReady ACD queue. Using Default Login If you normally use the same IP Deskphone, use the Default Login to log in just one time at the beginning of a shift.

  • Page 27: Logging Out

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

  • Page 28: Answering Acd Calls

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 28 • “Using Call Forcing” on page 29 • “Using Return to Queue on No Answer” on page 30 • “Using Activity code”...

  • Page 29: Using Call Forcing

    Agent features To terminate the call: Choose one of the following: — Press the Goodbye key. (Goodbye) — Press the In-Calls key. — Press the individual DN line key (this 2260 removes you from the queue). — Press the Not Ready key (this 2498 removes you from the queue but...

  • Page 30: 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 Headset (Services) 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 IP Deskphone is automatically placed in Not Ready state.

  • Page 31: 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 32: Using Not Ready

    Agent features Using Not Ready Use the Not Ready feature to take your IP Deskphone 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 33: Contacting Your Supervisor

    Agent features To answer a call: When the LCD next to your individual DN key flashes, press the DN key. 2498 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 34 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 35: 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 36: 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 37: Using Answer Agent

    Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 37 • “Using the Agent key” on page 38 • “Using Answer Emergency” on page 38 • “Using Call Agent” on page 39 •...

  • Page 38: Using The Agent Key

    Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) 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...

  • Page 39: Using Call Agent

    Supervisor features To use Answer Emergency: 1. When the LCD next to the Answer AnsEmerg Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the person contacting you displays on your IP Deskphone. Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready.

  • Page 40: Using Interflow

    Supervisor features 3. Press the Goodbye key to end the call. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: 1. Press the Interflow key. Interflow Note: The Interflow LCD flashes while the feature is active.
  • Page 41 Supervisor features 2. Press the key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in the queue and new calls receive night service. To transition to Night Service: 1. Press the Night Service key.

  • Page 42: Observing A Call

    Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer. To observe a call:.

  • Page 43: Displaying The Queue

    Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue •...
  • Page 44 Supervisor features Figure 4: Current status of ACD queue Calls time overflowed into this queue Length of time first call has The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator.

  • Page 45: Displaying Agent Status

    Supervisor features Table 2: States of LCD indicator (Part 2 of 2) Indicator Queue status Description Fast flashing Overloaded There are too many calls in this queue. New calls are being overflowed to another queue. Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s...
  • Page 46 Supervisor features Figure 5: Current status of agents...

  • Page 47: Terms You Should Know

    A telephone number programmed on the AutoDial key for one- touch dialing. 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 48 Terms you should know Contact Center Manager Avaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a rich scripting language. For more information, visit www.avaya.com.

  • Page 49: Information Display

    A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your Avaya 1165E 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 50 Terms you should know Return to Queue on No Answer If a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s telephone is automatically placed in the Not Ready state. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination.
  • Page 51 Terms you should know Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF. System or Switch Your office communication system. Switchhook A button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when lifted) releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.
  • Page 52 Terms you should know...
  • Page 53 Index Index About the Avaya 1165E IP Deskphone 7 Activity code 30 Agent and MQA login options 24 Agent and Supervisor features 22 Agent features 28 Agent key 38 Agent login 22 Answer ACD calls 28 Answer Agent 37 Answer Emergency 38...
  • Page 54 Index Emergency 31 Encrypted calling 19 Expand key 13 Feature display 48 Fixed key 48 Flexible Feature Code (FFC) 48 Flexible Feature Codes 19 Goodbye key 13, 49 Headset key 13 Hold key 13 Indicator status 49 Information display 49 Interflow 40 Interrupted dial tone 49 Line (DN) key 11...
  • Page 55 Index Mute key 12 Navigation keys 12, 49 Night Service 40 Not Ready 32 Observe 42 Off-hook 49 Paging tone 49 Place or answer non-ACD calls 32 Quit/Stop key 14 Ringback/ring tone 50 Security features 19 Self-labeled line/programmable feature keys 11 Services key 15, 50 Shared Directory Numbers 50 Shift/Outbox key 14...
  • Page 56 Index System or Switch 51 Telephone controls 16 Telephone display 16 User Interface 51 Volume control 11 Volume control bar 11...

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