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Avaya 2007 User Manual

Ip deskphone call center
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Download this manual See also: User Manual
Avaya 2007 IP Deskphone
Call Center User Guide
Avaya Communication Server 1000
Document Status: Standard
Document Version: 06.01
Part Code: NN43118-102
Date: March 2013

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Summary of Contents for Avaya 2007

  • Page 1 Avaya 2007 IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 06.01 Part Code: NN43118-102 Date: March 2013...
  • Page 2 End User. “Heritage Nortel Software” means the software that Link disclaimer was acquired by Avaya as part of its purchase of the Avaya is not responsible for the contents or reliability Nortel Enterprise Solutions Business in December of any linked websites referenced within this site or 2009.
  • Page 3 Avaya can be a criminal, as well as Downloading documents a civil offense under the applicable law. For the most current versions of documentation, see the Avaya Support website: Third-party components http://support.avaya.com “Third Party Components” mean certain software...

  • Page 4: Table Of Contents

    Contents About the Avaya 2007 IP Deskphone ....8 Basic features ........8 IP Deskphone controls .
  • Page 5 Contents Use Not Ready ........31 Place or answer non-ACD calls .

  • Page 6: Revision History

    Revision history Revision history March 2013 Standard 06.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.6. November 2010 Standard 05.01. This document is up-issued to support Avaya rebranding changes. August 2010 Standard 04.02. This document is up-issued to support Avaya Communication Server 1000 Release 7.0.
  • Page 7 Revision history contains information previously contained in the following legacy document, now retired: IP Phone 2007 Call Center User Guide (NN10300-020). Graphics are also updated. August 2005 Standard 2.00. This document is up-issued to support the Communication Server 1000 Release 4.5.

  • Page 8: About The Avaya 2007 Ip Deskphone

    The Avaya 2007 IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.

  • Page 9: Ip Deskphone Controls

    • remote firmware download • USB mouse and keyboard support or mouse Note: Consult your system administrator to verify if your Avaya 2007 IP Deskphone is configured to support soft key functionality. IP Deskphone controls Figure 1 on page 10...
  • Page 10 About the Avaya 2007 IP Deskphone Figure 1: Avaya 2007 IP Deskphone Use the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume.
  • Page 11 About the Avaya 2007 IP Deskphone Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset. The LED next to the headset button flashes when the headset is in use.

  • Page 12: Ip Deskphone Display

    IP Deskphone Display The Avaya 2007 IP Deskphone provides a large, color, touch panel display that supports color XML/HTML content through an external application server. The Avaya 2007 IP Deskphone window-based user interface has two display areas: •...

  • Page 13: Application Area

    To extend the life of the LCD panel, the panel goes dark (“sleeps”) after a configured period of time. For information about configuring the time before the display sleeps, see the Avaya 2007 IP Deskphone User Guide (NN43118-100). Application area The Application area provides: •...
  • Page 14 The text labels are displayed by default and are changed using the Tools menu. Your Avaya 2007 IP Deskphone displays different icons and text labels depending on the version of your IP Deskphone and the installed...

  • Page 15: Tools/Navigation Area

    About the Avaya 2007 IP Deskphone Table 1: Feature key text and icon displays (Part 2 of 2) Avaya 2007 IP Deskphone Avaya 2007 IP Deskphone older version newer version Text display Icon display Text display Icon display Tools/Navigation area The Tools/Navigation area provides controls for navigating between features and selecting tools.
  • Page 16 About the Avaya 2007 IP Deskphone Figure 4: Avaya 2007 IP Deskphone Tools/Navigation area The Tools/Navigation area has five main elements presented as touchable soft keys. The icons on the soft keys are different depending on the installed IP Deskphone software.

  • Page 17: Touch Panel

    Touch panel You perform point-and-click operations on your Avaya 2007 IP Deskphone using the touch panel. The touch panel is used with the graphical user interface (GUI) to present soft keys directly on the display. You can activate all Line/DN soft keys and feature soft keys by using the touch panel.

  • Page 18: Calibrate The Touch Panel

    Tools menu, where you can fine-tune the touch panel. You are prompted to use the stylus to tap three targets. For more information, see the Avaya 2007 IP Deskphone User Guide (NN43118-100). Using the stylus You operate the touch panel using a stylus or your finger. However, use of a stylus is recommended to avoid damage to the touch panel.

  • Page 19: Entering And Editing Text

    Entering and editing text Entering and editing text You can enter and edit text on your Avaya 2007 IP Deskphone using the following methods: • “Entering text using the phone dialpad” on page 19 • “Editing text using the soft keys” on page 20 •...

  • Page 20: Editing Text Using The Soft Keys

    You use soft keys to access text when you work with such applications as Personal Directory, Redial List, and Callers List. Table 3 describes the soft key editing functions on the Avaya 2007 IP Deskphone. Table 3: Editing soft key description Soft key Description Cancel Stop the current action.

  • Page 21: Entering Text Using The Usb Keyboard

    Entering and editing text For number entry in phone applications (for example, when dialing), the keyboard can be used to enter digits (0 to 9), as well as asterisk (*) and pound (#). Other characters are ignored. Entering text using the USB keyboard The USB keyboard, when connected, can be used to enter text in the tools and graphical applications.

  • Page 22: Agent And Supervisor Features

    Agent and Supervisor features Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution (ACD) queue.

  • Page 23: Login With Agent Id And Multiple Queue Assignments

    Agent and Supervisor features 6. If you are using a headset and the Handset On-Hook Means Log out (HOML) setting is configured to No by the administrator, then perform the following: a. Press the Headset key and replace the handset in the cradle to receive calls on the headset.

  • Page 24: Agent Id And Mqa Login Options

    Agent and Supervisor features Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the following MQA login options: • No Supervisor ID, No Priority • Supervisor ID, No Priority • No Supervisor ID, with Priority •...
  • Page 25 Agent and Supervisor features To log in 1. Tap the Incalls soft key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial the Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.

  • Page 26: Default Login

    Agent and Supervisor features 3. Choose one of the following: — Tap the Incalls soft key. — Tap the NotReady soft key to enter the ACD queue. Default Login When you always use the same phone, use the Default Login to log in only one time at the beginning of a shift.

  • Page 27: Agent Logout

    Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Tap the Incalls soft key. — Tap the NotReady soft key. Agent Logout Log out of the system completely or temporarily (NotReady state). To log out Choose one of the following: —...

  • Page 28: Agent Features

    Agent features Agent features The following sections describe features available to Agents: • Answer ACD calls • Activity code • Call Forcing • Emergency • Not Ready • Answer or Place Non-ACD calls • Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primary...

  • Page 29: Use Force Call

    Agent features To terminate the call Choose one of the following: — Press the Goodbye key. — Tap the Incalls soft key. — Tap the individual DN line soft key (to be removed from the queue). — Tap the NotReady soft key (to be removed from the queue, but to remain logged in as an agent...

  • Page 30: Use Activity Code

    Agent features 3. Press the Services soft key. Set the On-hook default path to Headset Enabled. Use Activity code You use Activity codes to record the types of activities performed. To record activities 1. When the Activity soft key is flashing, tap Activity soft key.

  • Page 31: Use Emergency

    Agent features Use Emergency Use the Emergency feature to contact the supervisor immediately in an emergency situation. 1. During an active call, tap the Emergency soft key. Note: The Emergency soft key color changes and remains altered as long as the feature is active.

  • Page 32: Place Or Answer Non-Acd Calls

    Agent features 2. To return to the queue, choose one of the following: — Tap the Incalls soft key — Tap the NotReady soft key. Place or answer non-ACD calls Use this feature to place or answer calls on an individual line. To place a call 1.

  • Page 33: Contact The Supervisor

    Agent features Contact the supervisor Use the Supervisor feature to talk to the supervisor in the following ways: • answer a call from the supervisor • answer a call from the supervisor while on another call • place a call to the supervisor •...
  • Page 34 Agent features To place a call to the supervisor Tap the Supervisor soft key. Note: Calls are automatically put on hold when the Supervisor soft key is used. To return to the ACD call Tap the Incalls soft key. To conference in the supervisor during a call in progress 1.

  • Page 35: Using Record On Demand Key

    Agent features Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation. Press the ROD key to start or stop the call recording. This key is associated with the active user ID and is displayed only if a call is active.

  • Page 36: Using Voice Mail Soft Keys

    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 pressed, 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 37 Agent features Soft key Action Play Play the voice mail message. Delete Delete the voice mail message. Call Call the telephone number that left the voice mail message. More... Display the next layer of soft keys. Stop Stop playing the voice mail message. Conf Conference in another party to listen to the voice mail message.

  • Page 38: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the Supervisor: • Answer Agent • Agent key • Answer Emergency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in a non- emergency situation.

  • Page 39: Use Agent Key

    Supervisor features Use 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 with the Call Agent Observe Agent keys. Table 5 lists the four states of the LCD indicator.

  • Page 40: Use Call Agent

    Supervisor features Use Call Agent Use the Call Agent feature to contact an Agent. 1. Tap the Call Agent soft key. 2. Choose one of the following: — Tap a selected Agent soft key. — Dial the agent’s Position ID. 3.

  • Page 41: Use Night Service

    Supervisor features Use Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service 1. Tap the Night Service soft key. 2. Press the key (6 = N for Night) to go into Night Service.

  • Page 42: Observe

    Supervisor features 2. Press the key (3 = D for Day) to resume Day mode. Night Service soft key color changes and remains altered. New calls enter the queue. Observe Use the Observe feature to monitor an agent in a call. 1.
  • Page 43 Supervisor features • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue To display information on the ACD queue Tap the Display Queue soft key. Information on the current ACD queue appears on the display.

  • Page 44: Display Agent Status

    Supervisor features Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor’s phone. Tap the Display Agent soft key. The summary information displays for twelve seconds or until another feature key is pressed.
  • Page 45 Supervisor features Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 6 lists the four states for this soft key. Table 6: Display Queue soft key states Soft key display Queue status Description Light There are few or no...

  • Page 46: Terms You Should Know

    A telephone number programmed on the AutoDial soft key for one-touch dialing. Avaya Communication Server 1000 An office communication system. Copy key A soft key used to copy entries to your Personal Directory from other lists, such as the Callers List, Redial List, Corporate Directory, etc.
  • Page 47 Terms you should know Fastbusy A signal given when all outgoing lines are busy. 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 Any of the hard-labeled keys on your telephone.
  • Page 48 Terms you should know Message (Inbox) A soft key on your telephone that connects to your voice messaging system when the key is tapped. Message Waiting indicator/Incoming Call indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off.
  • Page 49 Terms you should know Programmable line (DN)/feature soft keys (self-labeled) The six soft keys located in the upper area of the display. Quit key A soft key on your telephone that is used to exit applications. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination.
  • Page 50 Terms you should know Status messages A message displayed to inform the user of important information. A right arrow appears if more than one status message is present. Examples of status messages include: Message Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again Active, Ringer is OFF, and Line x Unavailable.
  • Page 51 Terms you should know...

  • Page 52: Regulatory And Safety Information

    Consult the dealer or an experienced radio/ TV technician for help. Note: The user should not make changes or modifications not expressly approved by Avaya. Any such changes could void the user’s authority to operate the equipment. This Class B digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe B est conforme à...
  • Page 53 Regulatory and safety information Table 7 lists EMC compliance for various jurisdictions. Table 7: EMC Compliance Jurisdiction Standard Description United States FCC CFR 47 Class B Emissions: FCC Rules for Radio Part 15 Frequency Devices Canada ICES-003 Class B Emissions: Interference-Causing Equipment Standard: Digital Apparatus Australia/New AS/NZS 3548...

  • Page 54: Other

    Australia: AS/ACIF S004: Voice Frequency Performance Requirements for Customer Equipment EU Countries: This device complies with the essential requirements and other relevant provisions of Directive 1999/5/EC. A copy of the Declaration may be http://support.avaya.com/css/appmanager/public/support obtained from DenAn regulatory notice for Japan...
  • Page 55 Regulatory and safety information...

  • Page 56: Index

    Index Index Directory key 46 Directory Number (DN) 46 About the Avaya 2007 IP Desk- phone 8 Display Agent status 44 Activity code 30 Display Queue 42 Agent and MQA login options 24 Agent and Supervisor features 22 Emergency 31...
  • Page 57 Index Login with Agent ID and MQA 23 Services key 49 Soft keys (self-labeled) 49 Meridian 1 48, 50 Speaker key 11, 49 Message (Inbox) 48 Special dial tone 49 Message waiting indicator 48 Status messages 50 More key 48 Supervisor features 35 Mute key 11, 48 Switchhook 50...

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