Nortel i2002 User Manual
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Nortel i2002 User Manual

Internet telephone call center, meridian 1, succession 1000, succession 1000m, succession 3.0 software
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Meridian 1, Succession 1000, Succession 1000M
Succession 3.0 Software
i2002 Internet Telephone Call Center
User Guide

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Summary of Contents for Nortel i2002

  • Page 1 Title page Meridian 1, Succession 1000, Succession 1000M Succession 3.0 Software i2002 Internet Telephone Call Center User Guide...
  • Page 3 Revision history Revision history October 2003 Standard 2.00. This document is up-issued to support Succession 3.0 Software. November 2002 Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Succession Communication Server for Enterprise 1000, Release 2.0.

  • Page 4: Table Of Contents

    Contents Contents i2002 Internet Telephone Features....................5 Your Internet Telephone’s controls i2002 Internet Telephone display Display areas ..................9 Agent and Supervisor features Agent Login ..................10 Login with Agent ID and Multiple Queue Assignments ......11 Agent Logout..................13 Agent features Answer ACD Calls................

  • Page 5: I2002 Internet Telephone

    Internet Telephone i2002 Internet Telephone The i2002 Internet Telephone brings voice and data to the desktop. The i2002 Internet Telephone connects directly to the LAN through the Ethernet connection. This document describes the i2002 features and how to use the i2002 Internet Telephone in a call center environment.

  • Page 6: Your Internet Telephone's Controls

    Your Internet Telephone’s controls Programmable Line (DN)/ Speaker Feature Keys (self-labeled) Message Waiting Light/ Incoming Call Indicator Soft Keys (self-labeled) Navigation Keys Inbox (Message) Shift Directory Services Quit Expand to PC Goodbye Mute Hold Volume Handsfree Key Control Bar 552-ITG0010 Your Internet Telephone’s controls Use the Volume Control...
  • Page 7 Your Internet Telephone’s controls Press the Hold key, to put an active call on hold. Press the Line (DN) key beside the flashing indicator, to return to the caller on hold. Press the Speaker key to activate handsfree. The speaker LED lights to indicate when handsfree is active.
  • Page 8 Your Internet Telephone’s controls Press the Services key to access the following items: • Telephone Option: - Volume Adjustment - Contrast Adjustment - Language - Date/Time Format - Display diagnostics - Local Dialpad Tone - Ring type - OnHook Default Path - Change Feature key Label - Set Information •...

  • Page 9: I2002 Internet Telephone Display

    Internet Telephone display i2002 Internet Telephone display This section summarizes the display features of the i2002 Internet Telephone. The display is shown in the figure below. Display areas The i2002 Internet Telephone has two display areas: The upper display area provides line and feature key status and •...

  • Page 10: 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 ACD queue.

  • Page 11: Login With Agent Id And Multiple Queue Assignments

    Agent and Supervisor features If the HOML setting is not set to Yes, replacing the handset logs you out of the queue. Contact your system administrator. Login 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 DNs, with options of adding a Supervisor ID and up to five Priority values.
  • Page 12 Agent and Supervisor features No Supervisor ID, No Priority Dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 Supervisor ID, No Priority Dial your Agent ID Supervisor ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4...

  • Page 13: Agent Logout

    Agent and Supervisor features Enter Agent ID When “Enter Agent ID” appears on the screen, use the keypad to enter your ID. Choose one of the following: Supervisor ID Required # # # If your queue requires a Supervisor ID, press the key three times.

  • Page 14: Agent Features

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

  • Page 15: Call Forcing

    Agent features Call Forcing 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 InCall indicates the new call. The InCall indicator lights continuously and the ACD call automatically goes to your agent position.

  • Page 16: Emergency

    Agent features Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. During an active call, press the Emrgcy Emergency key. Note: The Emergency LCD remains lit as long as the feature is active. When the supervisor picks up, a three-way call commences with you, your supervisor, and the caller.

  • Page 17: Answer Or Make Non-Acd Calls

    Agent features Answer or Make Non-ACD calls This feature enables you to use your individual line to receive and place calls. To place a call: Press your individual key. 1234 Use the keypad to dial the telephone number. Note: The LCD remains lit as long as you are still on the call.
  • Page 18 Agent features Answer a call from your supervisor when on another call The LCD next to the Supervisor Supvsr flashes and a buzzer sounds. Press the Hold key to put the current call on hold. Press the Supervisor key. Supvsr Press the Hold key to resume the call on...

  • Page 19: Supervisor Features

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

  • Page 20: Agent Key

    Supervisor features 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 keys. Press the Agent key.

  • Page 21: Call Agent

    Supervisor features Call Agent Use the Call Agent feature to contact an Agent. Press the Call Agent key. CalAgt Press a selected Agent key or dial the Agtkey agent’s Position ID. Press the Goodbye key to end the call. Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.

  • Page 22: Observe

    Supervisor features Transition to Night Service Press the Night key. NitSvc Press the key (8=T for Transition) to activate Transition mode. The Night Service LCD flashes. All calls in the queue remain in the queue and new calls receive night service. Deactivate Night Service Press the Night...

  • Page 23: Display Agent Status

    Supervisor features Display 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 telephone. Press the Display Agent key. The summary DspAgt information displays for twelve seconds or until another feature key is pressed.

  • Page 24: Display Queue

    Supervisor features Display Queue Use the Display Queue feature to view the number and status of calls waiting in the queue. Press the Display Queue key. DspQue The queue’s status appears on your telephone display: Calls timed overflowed Calls waiting into ACD MAND LWAIT TOFQ 0:20 0...
  • Page 26 Meridian 1, Succession 1000, Succession 1000M i2002 Internet Telephone Call Center User Guide Copyright © 2001– 2003 Nortel Networks All Rights Reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing warrant.

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