Nortel 1140E User Manual
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Nortel 1140E User Manual

Nortel 1140E User Manual

Nortel communication server 1000 call center user guide
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Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide

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Summary of Contents for Nortel 1140E

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide...

  • Page 3: Revision History

    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. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents About the Nortel IP Phone 1140E ..... 7 Basic features ........7 Telephone controls .
  • Page 6 Contents Using the Agent key ....... . 34 Using Answer Emergency ......34 Using Call Agent .

  • Page 7: About The Nortel Ip Phone 1140E

    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 Features and Services Fundamentals - Book 2 of 6 (NN43001-106_B2). 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...

  • 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 About the Nortel IP Phone 1140E Use the buttons to adjust the Volume control (Volume +) volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and (Volume -) press the bottom button to decrease volume.
  • Page 12 About the Nortel IP Phone 1140E Use the keys to scroll through Navigation menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements. to scroll up and down in...
  • Page 13 Note: You may also hear an audio Message Waiting Indicator (stutter or beeping dial tone) when you go off-hook. When your IP Phone 1140E firmware is being updated, the blue Feature Status Lamp indicator flashes.
  • Page 14 About the Nortel IP Phone 1140E Press the key to exit an active Quit/Stop menu or dialog. Pressing the Quit/Stop (Quit) does not affect the status of active calls. Press the key to toggle Shift/Outbox between two feature key pages and to access (Shift/Outbox) an additional six lines/features.
  • Page 15 About the Nortel IP Phone 1140E Press the key to open the Services Services menu, and use the navigation keys to access (Services) (Services) the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time —...
  • Page 16 Password Admin: — Station Control Password (Services) menu is not Password Admin (continued) 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.

  • Page 17: Telephone Display

    About the Nortel IP Phone 1140E Telephone display The IP Phone 1140E has three display areas: • The upper display area provides labels for the six self-labeled line/ programmable feature key labels. • The middle display area contains single-line information for items...

  • Page 18: Agent And Supervisor Features

    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 18 •...
  • Page 19 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.

  • Page 20: 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 key and replace Headset the handset in the cradle to receive (Headset) calls on your headset.
  • Page 21 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 22: Using Default Login

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

  • Page 23: Logging Out

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

  • Page 24: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 24 • “Using Call Forcing” on page 25 • “Using Return to Queue on No Answer” on page 26 • “Using Activity code”...

  • Page 25: Using Call Forcing

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

  • Page 26: 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 key. Configure the Services 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 Phone is automatically placed in Not Ready state.

  • Page 27: Using Emergency

    Agent features 3. Press the key. Activity 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 28: Using Not Ready

    Agent features Using Not Ready Use the feature to take your IP Phone out of the call queue Not Ready while completing post-call work. Note: If you don't activate Ready, callers will Make Set Busy continue to be directed to your phone. To use Not Ready: 1.

  • Page 29: 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 feature to talk to your supervisor in the following Supervisor ways: •...
  • Page 30 Agent features 1. Press the key to put the current call Hold on hold. (Hold) 2. Press the key. Supervisor 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 key.

  • Page 31: Using Record On Demand Key

    Agent features To transfer a call to your supervisor during a call in progress: 1. Press the key. Supervisor Supervisor 2. When your supervisor answers, press Supervisor key again. Supervisor 3. Press the key to terminate Goodbye 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 32: Using Save Key

    Agent features Using SAVE key Use the feature key to save the recording of an active call. This key SAVE is associated with the active user ID and is operational only if a call is active. key is displayed in the following scenarios: SAVE •...

  • Page 33: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 33 • “Using the Agent key” on page 34 • “Using Answer Emergency” on page 34 • “Using Call Agent” on page 35 •...

  • Page 34: Using The Agent Key

    Supervisor features 2. Press the key to end the call. Goodbye (Goodbye) Using the Agent key Use the feature to connect, observe, or monitor the status of each Agent agent position. Each key links to a particular agent position and Agent can be used along with the keys.

  • Page 35: Using Call Agent

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

  • Page 36: Using Interflow

    Supervisor features 3. Press the key to end the call. Goodbye (Goodbye) Using Interflow Use the feature to redirect calls when the backlog or wait time Interflow exceeds a pre-defined threshold. To use Interflow: 1. Press the key. Interflow Interflow Note: The Interflow LCD flashes while the feature is active.
  • Page 37 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 key.

  • Page 38: Observing A Call

    Supervisor features Observing a call Use the feature to monitor an agent in a call. Observe 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 39: Displaying The Queue

    Supervisor features Displaying the queue Use the feature to access the status of calls in an 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 •...

  • Page 40: Displaying Agent Status

    Supervisor features The LCD indicator beside the key gives you a visual Display Queue indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator. Table 2: States of LCD indicator Indicator Queue status Description...
  • Page 41 Supervisor features To display agent status: Press the key. The summary Display Agent DisplayAgt 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 administrator.
  • Page 42 Supervisor features...

  • Page 43: Terms You Should Know

    Terms you should know Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the key for one- AutoDial touch dialing. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number.
  • Page 44 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 45 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 46 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 47 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 48 Terms you should know...

  • Page 49: Index

    Index Index About the IP Phone 1140E 7 Emergency 27 Activity code 26 Expand key 12 Agent and MQA login options 20 Agent and Supervisor features 18 Feature display 44 Agent features 24 Fixed key 44 Agent key 34 Flexible Feature Code (FFC) 44...
  • Page 50 Index More key 10 Switchhook 47 Mute key 11 System or Switch 47 Navigation keys 12, 45 Telephone controls 17 Night Service 36 Telephone display 17 Not Ready 28 User Interface 47 Observe 38 Off-hook 45 Volume control 11 Volume control bar 11 Paging tone 45 Place or answer non-ACD calls 28 Quit/Stop key 14...
  • Page 52 UMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, the Nortel logo, the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

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