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Related Manuals for Nortel NN43001-115
Summary of Contents for Nortel NN43001-115
- Page 1 Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide...
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Page 3: Revision History
Revision history May 2007 Standard 01.01. This document is up-issued to support CS 1000 Release 5.0. This document reflects the new document number. February 2006 Standard 3.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. January 2006 Standard 2.00. - Page 4 Revision history...
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Page 5: Table Of Contents
Contents About the Nortel IP Phone 1140E ..... 7 Basic features ........7 Telephone controls . - Page 6 Contents Using Call Agent ........33 Using Interflow .
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Page 7: About The Nortel Ip Phone 1140E
About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. - Page 8 About the Nortel IP Phone 1140E For information about the context-sensitive soft keys, see New in This Release Communication Server Release 5.0 (NN43001-115). Note: Some IP Phone 1140E phones are not configured to support soft key functionality. Consult your system administrator.
- Page 9 Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series (Expansion Module) For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101). Figure 2 shows the IP Phone 1140E. Figure 2: IP Phone 1140E...
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Page 10: Telephone Controls
About the Nortel IP Phone 1140E Telephone controls This section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key caps, for example, (Services). - Page 11 In some dialog boxes that appear on your phone, you can also use the Right Right selection, or the above. About the Nortel IP Phone 1140E Volume control buttons to adjust the Mute key to listen to the receiving key applies to handsfree, handset, and...
- Page 12 About the Nortel IP Phone 1140E (Hold) (Expand) (Headset) (Headset) (Headset) (Goodbye) Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections. In most menus, you can use the instead of the Select soft key.
- Page 13 When a message is waiting, the red Alerter/Message Waiting Also, when the ringer sounds, this indicator flashes. When your IP Phone 1140E firmware is being updated, the blue indicator flashes. Press the Personal Directory from other lists, such as (Copy) the Caller List, Redial List, and Corporate Directory.
- Page 14 About the Nortel IP Phone 1140E (Directory) (Services) (Services) Press the Directory key to access directory services. Press the Services key to open the Services menu, and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment —...
- Page 15 About the Nortel IP Phone 1140E Password Admin: — Station Control Password Password Admin menu is not available on all IP Phone 1140E sets. Consult your system administrator. Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
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Page 16: Telephone Display
• The middle display area contains single-line information for items such as caller number, caller name, Call Timer, feature prompt strings, user-entered digits, date and time information, and IP Phone information. • The lower display area provides labels for the four context-sensitive soft keys. -
Page 17: 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 17 •... - Page 18 Agent and supervisor features assigned to you, the display screen prompts you to enter a four-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment. For more information about Nortel Contact Center Manager, visit www.nortel.com.
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Page 19: Logging In Using Multiple Queue Assignments (For Basic Acd)
(Headset) (Services) Logging in using Multiple Queue Assignments (for Basic ACD) 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 20 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: 2260...
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Page 21: Using Default Login
2260 NotReady Using Default Login If you normally use the same IP Phone, use the just one time at the beginning of a shift. The previous shift’s login to place you in the same ACD queues with the same supervisor. -
Page 22: Logging Out
Agent and supervisor features 2260 NotReady Logging out You can log out of the system completely or temporarily (Not Ready state). To log out: MakeSetBusy NotReady 5. To join the ACD queue, choose one of the following: — Press the In-Calls —... -
Page 23: Agent Features
Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 23 • “Using Call Forcing” on page 24 • “Using Return to Queue on No Answer” on page 25 • “Using Activity code” on page 25 •... -
Page 24: Using Call Forcing
Agent features To terminate the call: (Goodbye) 2260 2498 Not Ready Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call. A time interval is configured by your system administrator between each incoming call. Note: You cannot use both No Answer at the same time. -
Page 25: Using Return To Queue On No Answer
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 Phone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the Using Activity code Use Activity code to record the types of activities you are performing. -
Page 26: Using Emergency
Agent features Activity Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use Emergency: Emergency Emergency 3. Press the Activity key. 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... -
Page 27: Using Not Ready
Using Not Ready Use the Not Ready feature to take your IP Phone out of the call queue while completing post-call work. Note: If you don't activate continue to be directed to your phone. To use Not Ready: NotReady 2260... -
Page 28: Contacting Your Supervisor
Agent features To answer a call: 2498 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 28 • “To answer a call from your supervisor while on another call:” on page 28 •... - Page 29 (Hold) Supervisor To place a call to your supervisor: Supervisor To return to the ACD call: 2260 To conference in your supervisor during a call in progress: Supervisor Supervisor 1. Press the Hold key to put the current call on hold. 2.
- Page 30 Agent features To transfer a call to your supervisor during a call in progress: Supervisor Supervisor (Goodbye) 1. Press the Supervisor 2. When your supervisor answers, press Supervisor key again. 3. Press the Goodbye your access to the call. key. key to terminate...
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Page 31: Supervisor Features
Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 32 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 33 •... -
Page 32: Using The Agent Key
Supervisor features (Goodbye) 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... -
Page 33: Using Call Agent
To use Answer Emergency: AnsEmerg (Goodbye) Using Call Agent Use the Call Agent feature to contact an Agent. To use Call Agent: CallAgt AgentKey 1. When the LCD next to the Emergency key flashes, press the Answer Emergency Note 1: The Agent ID of the person contacting you displays on your IP Phone. -
Page 34: Using Interflow
Supervisor features (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: Interflow Interflow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. - Page 35 To transition to Night Service: NightSvc To deactivate Night Service: NightSvc 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. 1.
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Page 36: 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 37: Displaying The Queue
Displaying the queue Use the Display Queue ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue • the length of time that the oldest call has waited in the queue •... -
Page 38: Displaying Agent Status
Table 2: States of LCD indicator Indicator Slow flashing Fast flashing Displaying agent status Use the Display Agent agents who have an agent Position ID key assigned on the Supervisor’s IP Phone. Display Queue key gives you a visual Queue status Light Normal Busy Overloaded... - Page 39 To display agent status: DisplayAgt Figure 5: Current status of agents Positions busy on ACD calls Positions waiting for ACD calls Press the Display Agent information displays for twelve seconds or until another feature key is pressed, as shown in Figure 5. Agent positions in the Not Ready state are counted as busy on either ACD calls or non- ACD calls, as specified by your system...
- Page 40 Supervisor features...
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Page 41: Terms You Should Know
Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the touch dialing. 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 42 Terms you should know Contact Center Manager Nortel 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.nortel.com.
- Page 43 A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1140E 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 44 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 45 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 46 Terms you should know...
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Page 47: Index
Index About the IP Phone 1140E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 32 Agent login 17 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32... - Page 48 Index More key 10 Mute key 11 Navigation keys 11, 43 Night Service 34 Not Ready 27 Observe 36 Off-hook 43 Paging tone 43 Place or answer non-ACD calls 27 Quit/Stop key 13 Ringback/ring tone 44 Self-labeled line/programmable feature keys 10 Services key 14, 44 Shared Directory Numbers 44 Shift/Outbox key 13...
- Page 50 Nortel Networks. The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc. and any use of such marks by Nortel Networks is under license. Other trademarks and trade names are those of their respective owners.