Nortel i2004 User Manual
Internet telephone call center
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Also See for i2004:
- User manual (111 pages) ,
- Manual utilisateur (29 pages) ,
- Installation manual (10 pages)
Related Manuals for Nortel i2004
Summary of Contents for Nortel i2004
- Page 1 Title page Meridian 1, Succession 1000, Succession 1000M Succession 3.0 Software i2004 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. September 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.
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Page 4: Table Of Contents
Contents Contents i2004 Internet Telephone i2004 Internet Telephone features ............5 Your Internet Telephone’s controls 2004 Internet Telephone display i2004 display area................9 Agent and Supervisor features Agent Login ..................10 Login with Agent ID and Multiple Queue Assignments ......11 Agent Logout.................. -
Page 5: I2004 Internet Telephone
Internet Telephone i2004 Internet Telephone The i2004 Internet Telephone brings voice and data to the desktop. The i2004 Internet Telephone connects directly to the LAN through the Ethernet connection. This document describes the i2004 features and how to use the i2004 Internet Telephone in a call center environment. -
Page 6: Your Internet Telephone's Controls
Navigation Keys Directory Control Bar Shift Handsfree Key Quit Inbox (Message) 553-i2004 Your Internet Telephone’s controls Use the Volume Control to adjust the volume of the Handset, Headset, Speaker, Ringer, and Handsfree features. Press the right side of the rocker bar to increase volume, the left side to decrease volume. - 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 - Call Timer - OnHook Default Path - Change Feature key Label - Set Information...
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Page 9: I2004 Internet Telephone Display
Internet Telephone display i2004 Internet Telephone display This section summarizes the display features of the i2004 Internet Telephone. The display is shown in the figure below. i2004 display area The i2004 telephone has three display areas: The upper display area contains line and feature key status. -
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 a 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...
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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 In-Calls 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 indicates In-Call the new call. The In-Calls 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 Emergency 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 Supervisor flashes and a buzzer sounds. Press the Hold key to put the current call on hold. Press the Supervisor key. Supervisor Press the Hold key to resume the call on...
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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. CallAgt Press a selected Agent key or dial the Agentkey 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. NightSvc 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 DisplayAgt 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. DisplayQue The queue’s status appears on your telephone display: The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. - Page 26 SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. Publication Number: P0602204 Document Release: Standard 2.00...