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Nortel IP Phone 2004 User Manual

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Nortel Communication Server 1000
IP Phone 2004
Call Center User Guide

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Summary of Contents for Nortel IP Phone 2004

  • Page 1 Title page Nortel Communication Server 1000 IP Phone 2004 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 2004 Call Center User Guide (NN10300-051). This document contains updated content based on CR Q01130629-01. See “Placing or answering non-ACD calls”...
  • Page 4 Revision history...

  • Page 5: Table Of Contents

    Contents Contents About the telephone ....... . 7 Basic features ........8 Telephone controls .
  • Page 6 Contents Observing a call ........35 Displaying the queue .

  • Page 7: About The Telephone

    About the telephone About the telephone The Nortel IP Phone 2004 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 some telephones. Consult your system administrator to verify which features are available for your use.

  • Page 8: Basic Features

    10 features For information about context-sensitive soft keys, see New in This Release Communication Server 1000 Release 5.0 (NN43001-115). Note: Some IP Phone 2004 phones are not configured to support soft key functionality. Consult your system administrator. • multi-field LCD screen •...

  • Page 9: Telephone Controls

    Figure 2 shows the IP Phone 2004. Figure 2: IP Phone 2004 Telephone controls Note: Some IP Phone 2004 phones are shipped with optional key caps installed. Text in parenthesis indicates labels appearing on the key caps. For example, (Services).
  • Page 10 About the telephone The green InCalls key is the primary DN key located at the bottom right-side of the LCD screen. 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.
  • Page 11 About the telephone 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 Press the Outbox/Shift key to toggle between two feature key pages and to (Shift) access an additional six lines/features and an additional 24 lines on the Nortel IP Phone KEM. Press the Directory key to access directory services. (Directory)
  • Page 13 About the telephone Press the Quit key to end an active application. Pressing the Quit key does not (Quit) affect the status of calls currently on your telephone. Soft keys are located below the LCD screen. The LCD label above the key changes based on the active feature.

  • Page 14: Telephone Display

    About the telephone Telephone display The IP Phone 2004 has three display areas: • The upper display area provides line and feature key status. • The middle display area contains single-line information for items such as caller number, caller name, feature prompt strings, user- entered digits, date and time information, and telephone information.

  • Page 15: 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: • “Logging in as 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: Logging In With Agent Id And Mqa Login Options

    Agent and supervisor features Logging in with 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 16. Use an Agent ID login with one of the following four MQA login options to enter ACD queues.
  • 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 3. Choose one of the following: — Press the InCalls key. — Press the NotReady key to enter the ACD queue. Using Default Login If you normally use the same telephone, use the Default Login to log in just one time at the beginning of a shift.

  • Page 20: Logging Out As Agent

    Agent and supervisor features 5. To join the ACD queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. Logging out as agent You can log out of the system completely or temporarily (NotReady state). To log out: Choose one of the following: —...

  • 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 Call Force” on page 22 • “Using Activity Code” on page 23 • “Using Emergency” on page 24 •...

  • Page 22: Using Call Force

    Agent features To terminate a call: Choose one of the following: — Press the Goodbye key. — Press the InCalls key. (Goodbye) — 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...

  • Page 23: Using Activity Code

    Agent features 3. Press the Services key. Set the “On- hook default path” to “Headset Enabled”. (Services) 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 — 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 Agent features To answer a call: When the LCD next to your individual DN key flashes, press the DN key. The LCD remains lit as long as you are on the call. Note: During an incoming call, if you have a feature key page selected that does not contain the flashing DN key, the display will revert to the active feature key page.

  • Page 27: 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 27 • “To answer a call from your supervisor while on another call:” on page 27 •...
  • Page 28 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 29 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 30: Supervisor Features

    Supervisor features Supervisor features The following sections describe features available to the Supervisor: • “Using Answer Agent” on page 30 • “Using the Agent key” on page 31 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 32 •...

  • Page 31: Using The Agent Key

    Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) 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...

  • Page 32: Using Answer Emergency

    Supervisor features Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation. 1. When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the individual contacting you displays on your telephone.

  • Page 33: Using Interflow

    Supervisor features 3. Press the Goodbye key to end the call. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. 1. Press the Interflow key. Note: The Interflow LCD flashes while the feature is active.
  • Page 34 Supervisor features 2. Press the key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in queue and new calls receive night service. To transition to Night Service: 1. Press the Night Service key.

  • Page 35: Observing A Call

    Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. 3. Press the Call Agent key to talk to the agent you are monitoring.
  • Page 36 Supervisor features To display information on your ACD queue: Press the Display Queue key. Information on your current ACD queue appears on the display. Figure 4 shows the ACD queue status. Figure 4: Current status of ACD queue...

  • Page 37: Displaying Agent Status

    Supervisor features Displaying 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 information displays for twelve seconds or until another feature key is pressed.
  • Page 38 Supervisor features The LCD indicator beside the Display Queue key gives you a visual 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 39: Accessories

    IP Phone 2004. Figure 6: The IP Phone KEM You can connect up to two KEMs to your IP Phone 2004, providing a total of 48 additional keys. For more information about the IP Phone Key Expansion Module, see the Nortel IP Phone Key Expansion Module...
  • Page 40 Accessories...

  • Page 41: Terms You Should Know

    A telephone number programmed on the AutoDial key for one- touch dialing. Nortel Communication Server 1000 An office communication system. Copy key A fixed key used to copy entries to your Personal Directory from other lists, such as the Caller List, Redial List, Corporate Directory, etc.
  • Page 42 Information display Any display of call activity, lists, prompts, and status of calls. On the Nortel IP Phone 2004, 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 43 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 Nortel IP Phone 2004, providing a total of 48 keys. Message (Inbox) A fixed key on your telephone which connects to your voice mes- saging system when the key is pressed.
  • Page 44 A fixed key used to switch between 2 feature key pages to provide access to an additional 6 lines/features and an additional 24 lines on the Nortel IP Phone KEM. Primary Directory Number The main extension number on your telephone.
  • Page 45 Terms you should know Soft keys A set of keys programmed by your system administrator. These four keys located directly below the display area have four pro- grammable layers. The layers are accessed through the More.. key. These keys are also used to configure parameters in the Telephone Option menu.
  • Page 46 Terms you should know Volume control bar A rocker bar you press to increase or decrease the volume of the ringer, handset, headset, speaker and the Handsfree feature.

  • Page 47: Index

    Index Index About the IP Phone 2004 7 Fastbusy signal 42 Activity code 23 Feature display 42 Agent and MQA login options 17 Fixed key 42 Agent and Supervisor features 15 Agent features 21 Goodbye key 10, 42 Agent key 31...
  • Page 48 Index More key 13, 43 System or Switch 45 Mute key 12, 43 Telephone controls 9 Navigation keys 10, 43 Telephone display 14 Night Service 33 Not Ready 24 User interface 45 Observe 35 Volume control bar 9, 46 Off-hook 44 Outbox/Shift key 12, 44 Paging tone 44 Place or answer non-ACD calls 25...
  • Page 50 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: NN43117-100 Document Release: Standard 01.01...

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