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Nortel 2002 User Manual

Nortel 2002 User Manual

Ip phone 2002 call center
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Nortel Communication Server 1000
IP Phone 2002
Call Center User Guide

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Summary of Contents for Nortel 2002

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide...

  • Page 3: Revision History

    Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Phone 2002 Call Center User Guide (NN10300-049). This document includes updated content based on CR 01478322. See Telephone display (p. 13). Graphics are also updated.
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents Contents About the Phone ........7 Basic features .
  • Page 6 Accessories ........34 Nortel IP Phone Key Expansion Module (KEM) ... 34 Terms you should know .

  • Page 7: About The Phone

    About the Phone About the Phone The Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note 1: All features are not available on all telephones. Consult your system administrator to verify the features that are available on your telephone.
  • Page 8 About the Phone Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator. • multi-field LCD screen • call timer to indicate the duration of each call • speaker for on-hook dialing or on-hook listening •...

  • Page 9: Telephone Controls

    About the Phone Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Telephone controls Note: Some IP Phone 2002 sets include optional key caps. Text in parenthesis indicates labels appearing on the key caps. For example, (Services) Use the...
  • Page 10 About the Phone Programmable line (DN)/feature keys extra DNs or feature keys used to access additional features. A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD indicates that the line is on hold. A steady LCD light beside a feature key indicates that the feature is active.
  • Page 11 About the Phone Press the Services key and use the navigation keys to access the following (Services) items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — On-hook default path — Call timer —...
  • Page 12 • Password Admin menu many not be available on your IP Phone 2002. Consult your system administrator. Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset.

  • Page 13: Telephone Display

    Outbox/Shift key is a fixed key that is reserved for future development. Telephone display The IP Phone 2002 has three display areas: • The upper display area provides labels for the four user-defined feature keys.
  • Page 14 Because the IP Phone 2002 only has a single-line information display area, you are prompted to scroll through any additional lines of information.

  • Page 15: Agent And Supervisor Features

    Agent and Supervisor features Agent and Supervisor features This section describes the login features that are common to the Call Center Agent and Supervisor, which are: • “Logging in an Agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assignments” on page 16 •...

  • Page 16: Logging In With Agent Id And Multiple Queue Assignments

    Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. 6. If you use a headset and Handset On- Hook Means Log out (HOML) is set to No by your administrator, then do the following: a.

  • Page 17: Using Agent Id And Mqa Login Options

    Agent and Supervisor features Using Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 18. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logon IDs where agents must enter a Supervisor ID).
  • Page 18 Agent and Supervisor features To log in: 1. Press the InCalls key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.

  • Page 19: Using Default Login

    Agent and Supervisor features Using Default Login Use the Default Login to log in just one time at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor. 1.

  • Page 20: Logging Out An Agent

    Agent and Supervisor features Logging out an Agent You can log out of the system completely or temporarily (NotReady state). To log out: Choose one of the following: • To log out completely, press the MakeSetBusy key. • To log out temporarily, press the NotReady key.

  • Page 21: Agent Features

    Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 21 • “Using Force Call” on page 22 • “Using Activity code” on page 23 • “Using Emergency” on page 24 •...

  • Page 22: Using Force Call

    Agent features To terminate the call: Choose one of the following: • Press the Goodbye key. (Goodbye) • Press the InCalls key. • Press the individual line key. (This removes you from the queue). • Press the NotReady key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to terminate the call.

  • Page 23: Using Activity Code

    Agent features 3. Press the Services key. Set the “On-hook default path” to (Services) “Headset Enabled”. Using Activity code Use Activity code to record the types of activities you are performing. To record activities: 1. When the Activity LCD indicator is flashing, press the Activity key.

  • Page 24: Using Emergency

    Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. 1. During an active call, press the Emergency key. Note: The Emergency LCD remains lit as long as the feature is active. When the supervisor answers, a three- way call commences with you, your supervisor, and the caller.

  • Page 25: Placing Or Answering Non-Acd Calls

    Agent features 2. To return to the queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. Placing or answering non-ACD calls Use this feature to receive and place calls on your individual line. To place a call: 1.

  • Page 26: Contacting Your Supervisor

    Agent features 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 26 • “To answer a call from your supervisor when on another call:” on page 26 •...
  • Page 27 Agent features 2. Press the Supervisor key. 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 Supervisor key. Note: Calls are automatically put on hold when you use the Supervisor key.
  • Page 28 Agent features 2. When your supervisor answers, press Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. (Goodbye)

  • Page 29: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the Supervisor: • “Using Answer Agent” on page 29 • “Using the Agent key” on page 30 • “Using Answer Emergency” on page 30 • “Using Call Agent” on page 31 •...

  • Page 30: Using The Agent Key

    Supervisor features Using the 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.

  • Page 31: Using Call Agent

    Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) Using Call Agent Use the Call Agent feature to contact an agent. 1. Press the Call Agent key. 2. Choose one of the following: — Press a selected Agent key.

  • Page 32: Using Night Service

    Supervisor features 2. Press the Interflow key again to deactivate the feature and resume normal call flow. Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service: 1. Press the Night Service key.

  • Page 33: Observing A Call

    Supervisor features To deactivate Night Service: 1. Press the Night Service key. 2. Press the key (3 = D for Day) to resume Day mode. The Night Service LCD flashes. New calls enter the queue. Observing a call Use the Observe feature to monitor an agent in a call. 1.

  • Page 34: Accessories

    The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides additional line appearances and feature keys to your IP Phone 2002. You can connect up to two KEMs to your IP Phone 2002, providing a total of 48 additional keys.

  • Page 35: Terms You Should Know

    AutoDial A telephone number programmed on the AutoDial key for one- touch dialing. Nortel Communication Server 1000 An office communication system. Date/Time display The current date and time when the telephone is in an idle state. Directory key Enables access to Corporate Directory, Personal Directory, Redial List, and Callers List.
  • Page 36 Information display Any display of call activity, lists, prompts, and status of calls. On the Nortel IP Phone 2002, the information area is a 1-line by 24-character display. If the text message exceeds this area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining text.
  • Page 37 Nortel IP Phone Key Expansion Module (KEM) An optional hardware module which provides additional line appearances and feature keys to your IP Phone. Up to two KEMs can be attached to your IP Phone 2002, providing a total of 48 keys. Message (Inbox) A fixed key on your telephone which connects to your voice messaging system when the key is pressed.
  • Page 38 Terms you should know Outbox/Shift key A fixed key reserved for future feature development. Primary Directory Number The main extension number on your telephone. Programmable line (DN/feature keys (self-labeled) The four keys located at the sides of the upper area of the dis- play.
  • Page 39 Terms you should know Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features. Status messages A message displayed to inform the user of important information. A right arrow appears if more than one Status Message is present.
  • Page 40 Terms you should know...

  • Page 41: Index

    Index Index About the IP Phone 2002 7 Fastbusy signal 35 Activity code 23 Feature display 36 Agent and Supervisor features 15 Fixed key 36 Agent features 21 Force Call 22 Agent key 30 Agent logout 20 Goodbye key 10, 36...
  • Page 42 Index More key 13, 37 System or Switch 39 Mute key 12, 37 Telephone controls 9 Navigation keys 10, 37 Telephone display 14 Night Service 32 Not Ready 24 User interface 39 Observe 33 Volume control bar 9, 39 Off-hook 37 Outbox/Shift key 13, 38 Paging tone 38 Place or answer non-ACD calls 25...
  • Page 44 Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. Document Number: NN43116-102 Document Release: Standard 01.01...

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