Nortel 1000 manual

Nor tel Communication Ser ver 1000 IP Phone 2007 Call Center User Guide Title page[...]

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Revision history 3 Revision histor y May 2007 S tanda rd 01.02. This document is issued to support Communication Server 10 00 Release 5.0. This document contains infor mation previously cont ained in the following legacy document, now retired: IP Phone 20 07 Call Center User Guide (NN10300-020). Graphics are also updated. August 2005 S tan dard 2.0[...]

Revision history 4[...]

Contents 5 Contents About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone Display . . . . . . . . . . . . . . . . . . . . . . . . [...]

Contents 6 Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31 Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 [...]

About the IP Phone 2007 7 About the IP Phone 2007 The Nortel IP Phon e 2007 brings voice and data to the desktop by connectin g directly to a Local Area Network (LAN) th rough an Ether net connection. The IP Phone 2007 provides all the function ality of the IP Phone 2004, using a graphical user interface (GUI ). In ad dition, ad vanced text and gra[...]

About the IP Phone 2007 8 —M u t e • shared LAN access with a PC • headset jack with On/Off key • automatic network configuration • hearing-aid compatibility • large, color, touch panel disp lay screen • web-based applications suppo rt • remote firmwar e download • USB mouse and keyboard su pport Figure 1: IP Phone 2007[...]

About the IP Phone 2007 9 Te l e p h o n e c o n t r o l s Use the Volume control bar to adjust the volume o f the ring er, hand set, hea dset, speaker, and the Ha ndsfree feature. Press the right side of the rocker ba r to increase volume, the left side to decrease v olume. Programmable line (DN)/feature so ft keys are extra DNs or featur e soft k[...]

About the IP Phone 2007 10 Tap the Services soft key and use the Navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Langua ge — Live Dialpad — Date/Time — Display diagnostics — Local DialPad To ne — Set Info — Diagnostics — Call Log Options — Ring type — Call tim[...]

About the IP Phone 2007 11 • Password Admin: — Station Control Password Note: The Password Admin menu may not be available on the IP Pho ne 2007. Consult the sys tem adminis trator . • Display Network Diagnostics Utilities: Note: Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Interne[...]

About the IP Phone 2007 12 Press the Mute key to listen to the receiving party without transmitting. Pres s the Mute key again to return to two-way conversation. The Mute key a pplies to handsfree, handset, and headset microphone s. The Mute LED indicator flashes when the Mute option is in use. Tap the Qu it soft key to end an active application. T[...]

About the IP Phone 2007 13 T elephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HT ML content thro ugh an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/N avigation ar ea Figure 2 on page 13 shows an idle display. F[...]

About the IP Phone 2007 14 Figure 3: IP Phone 2007 Application area T ools/Navigation area The Tools/Navigation area provides controls for naviga ting between features and selecting tools. It is visible and functional at all times. Figure 4 on page 14 shows the Tool s/Navigatio n area Figure 4: IP Phone 2007 T ools/Navigation area[...]

About the IP Phone 2007 15 The Tools/Navigation area has five main elements presented as touchable keys: Tap this icon to d ete rmine which ex ternal applicatio ns are registe red (for exam ple, My CallPilot), and launch them by tapping on the appropriate icon. Tap this icon to a ccess th e Telephone screen. Tap this soft key to go to the primary e[...]

About the IP Phone 2007 16 T ouch panel Use the touch panel to perform po int-and-click operations on the IP Phone 2007. The to uch panel is used with the graphica l user interface (GUI) to present keys dir ectly on th e display. All line/DN keys, feature keys, and soft keys are activated by using the touch pane l. See “Cleaning the Tele phone Sc[...]

Enter and edit text 17 Enter and edit text Enter and edit text on the IP Phon e 2007 using the following metho ds: • telephone dialpad • soft keys • pop-up keyboar d • USB keyboard (optional) The use of any of these me thods for text entry depends on the applica- tion. Table 1 shows the applications and in put devices that can be used for t[...]

Enter and edit text 18 When enterin g IP addresses with the dia lpad, the address is entere d as xxx*xxx*xxx*xxx , and the telephone translates this t o xxx.xxx.xxx.xx x. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Dir ectory, Redial L ist, and Callers List. Table 2 describes the s[...]

Enter and edit text 19 Enter text using the USB keyboard The USB keyboard, when connected, ca n be used to enter text in the tools and grap hical applications. For number entr y in telephone applications (for examp le, when dialing), the keybo ard may b e used to enter d igits (0 –9), as well a s * and #. Other characte rs are ignore d. When on a[...]

Agent and Supervisor features 20 Agent and Super visor features This section describes the followin g lo gin featur es that are com mon to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID a nd Multiple Queue Assign ments • Agent Logout Agent Login Use the Agen t Login t o enter an Automat ed Call Distr ibution (AC D) [...]

Agent and Supervisor features 21 Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (MQA) logi n involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), wi th the option of adding a Supervisor ID and up to five Priori ty values. Choose one of the following login proce dures: • Agent ID and MQ[...]

Agent and Supervisor features 22 Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the following MQA login optio ns: • No Supervisor ID, No Priority • Supervi sor ID, No Prior ity • No Supervisor ID, with Priority • Supervisor ID, with Priority Note: The system prevents a superviso r from entering a Super[...]

Agent and Supervisor features 23 T o log in 1. Tap the Incalls soft key. 2. Choose one of th e following four login options: — For No Supervisor ID, No Priority, dial the Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #. — For Supervisor ID, No Priority, dial the Agent ID # Supervisor ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD[...]

Agent and Supervisor features 24 Default Login When you always use the same telepho ne, use the Default Login to log in only one time at the beginning of a sh ift. The Default Login uses the login of the previous shift to enter the same ACD queues and with th e same Superv isor. 3. Choose one of the following: —T a p t h e Incalls soft key. —T [...]

Agent and Supervisor features 25 Agent Logout Log out of the system completely or temporar ily (NotReady state). To l o g o u t 5. To join the ACD queue, choose one of the following: —T a p t h e Incalls soft key. —T a p t h e NotReady so ft key . Choose one of the following: — To log out completely, pres s the MakeSet Busy soft key. — To l[...]

Agent features 26 Agent features The following sec tions describe fe atures available to Agents: • Answer ACD calls • Activity code • Call Forcing • Emergency • Not Ready • Answer or Place Non-ACD calls • Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primar y DN. The Incalls key [...]

Agent features 27 T o terminate the call Use Force Call Use the Force Call featur e to automatically connect to an incoming ACD call. A time interval is set by th e system administrator between ea ch incoming call. When calls come in, a short tone in dicates the new call. The InCall soft key changes color, and the ACD call au tomatically goes to th[...]

Agent features 28 Use Activity code You use Activity codes to reco rd the types of activities perfor med. T o record activities 3. Press the Services soft key. Set the On-hook default path to Headset Enabled . 1. When the Activity soft key is flashing, tap the Activity soft key. 2. Use the dialpad to enter the Activity code. 3. Tap the Activity sof[...]

Agent features 29 Use Emer gency Use the Emergency featu re to contact the supervisor immediately in an emergency situ ation. Use Not Ready Use the Not Ready feature to ta ke the telephone out of the ca ll queue while completing post-call work. 1. During an active call, tap the Emergency soft key. Note: The Emergency soft key color changes and re m[...]

Agent features 30 Place or answer non-ACD calls Use this feature to place or answer calls on an individual line . T o place a ca ll T o answe r a call 2. To return to the queue , choose one of the following: —T a p t h e Incalls soft key —T a p t h e NotReady so ft key . 1. Tap t he individu al DN soft k ey. 2. Use the dialpad to di al the tele[...]

Agent features 31 Contact the super visor Use the Supervisor feature to talk to the su pervisor in the following ways: • answer a call from the su pervisor • answer a call from the super visor while on another call • place a call to the supervisor • conference in the sup ervisor while on another call • transfer a call to the supervisor T [...]

Agent features 32 T o place a call to the supervisor T o return to the ACD call T o conference in the supervisor during a call in progres s T o transfer a call t o the supervisor during a call in progress Tap the Superviso r soft key. Note: Calls are automaticall y put on hold when the Supervisor sof t key is used. Tap the Incalls soft key. 1. Tap [...]

Supervisor features 33 Super visor features The following sec tions describe fe atures availa ble to the Superviso r: • Answer Agen t • Agent key • Answer Emer gency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents i[...]

Supervisor feature s 34 Use Agent key Use the Ag ent feat ure to co nnect, ob serve, o r monitor th e status of each agent po sition. Eac h Agent key links to a particular agent position, and can be used with the Call Agent or Observe Agent keys. Table 4 lists the four states of the LCD indicator. Use Answer Emer gency Use the Answer Emergency feat[...]

Supervisor features 35 Use Call Agent Use the Call Agent feature to contact an Agent. Use Inter flow Use the Interflow feature to re direct calls when the backlog or wait time exceeds a predef ined thre shold. 1. Tap the Call Agent soft key. 2. Choose one of the following: — Tap a selected Agent soft key. — Dial the agent’s Position ID. 3. Pr[...]

Supervisor feature s 36 Use Night Ser vice Use the Night Service feature to defi ne how calls are handled outside of business hours. T o activate Night Ser vice T o trans ition to Night Servi ce T o deactivate Night Serv ice 1. Tap the Night Service soft key. 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service soft key [...]

Supervisor features 37 Obser ve Use the Observe featu re to monitor an agent in a call. Display Queue Use the Display Queue fea ture to a ccess the status of calls in an ACD queue. The information displa yed includes the following: • number of calls waiting in the queue • number of agent position s occupied for the queue 2. Press the 3 key (3 =[...]

Supervisor feature s 38 • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue T o display information on the ACD queu e Figure 5: Current status of ACD queue Tap the Display Queue soft ke y. Information on the current ACD queue appears on the display.[...]

Supervisor features 39 Display Agent status Use the Display Agen t featur e to vi ew a sum mary of the cur rent stat us for all agents who have an agen t Position ID key assigned on the supervisor’s telephone . Figure 6: Current sta tus of agents Tap the Display Agen t soft key. The summary information displays for twelve seconds or until anot he[...]

Supervisor feature s 40 The Display Qu eue soft key gives a visual indica tion of the number of calls in the ACD queue. Table 5 list s the four states for this soft key. T able 5: Display Queu e soft ke y states Soft key display Queue st atus Description Off Light There are fe w or no calls waiting. On Norma l An acceptab le number o f calls are wa[...]

Terms you should know 43 T erms you should know Attendant A telephone oper ator in your organization. AutoDial A telephone nu mber program med on the AutoDial soft key for one-touch dialing . Communicatio n Ser ver 1000 An office communication system. Copy key A sof t key used to copy entries to your Personal Dir ectory from other lists , such as t[...]

Terms you should know 44 Fastbusy A signal g iven when a ll outgoing lines a re busy . Feature display An area that shows st atus informat ion about th e feature in use. It also displays the nam e and status of th e active session. Fixed key Any of the hard-lab eled keys on your telephone. Goodbye key A fixed key used t o end an a ctive call. Hands[...]

Terms you should know 45 Message (Inbox) A sof t key on your telephone that connect s to your voice messaging system w hen the key is tapped. Message W aiting indicator/Incoming Call indicator An LCD or an LED th at indica tes the s tatus of a feat ure by th e flash, wink, steady on , or of f. Meridian 1 An office communication system. More.. An op[...]

Terms you should know 46 Programmable line (DN)/feat ure soft keys (self-labeled) The six sof t keys located in the upper area of the display . Quit key A soft key on your telephone that is used to exit applications. Ringback/ring tone A sound indica ting that a call you have made is ringing at its destination. Ser vices key A sof t key used to acc[...]

Terms you should know 47 W aiting, All Lines Forwarded to : 6453, Do Not Disturb On, Ring Again Active , Ringer is OFF , and Li ne x Unav ailable. System or Switch Y our office communication system. Switchhook A button that the handset depr esses, disconnecting yo ur call when you replace th e handset. When lifted, the handset release s the switchh[...]

Terms you should know 48[...]

Regulatory and safety informat ion 49 Regulator y and safety information This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of th e FCC Rules. These limits are designed to provide reasonable protection against harmful interfe rence in a residential installation. This e quipment gener[...]

Regulatory and safety i nformation 50 Table lists EMC compliance for various jurisd ictions. Ta b l e 7 : S a f e t y Other Safety Approvals: IEC 60950-1: ITE equipmen t - Safety - Par t 1: General requireme nts T able 6: EMC Comp liance Jurisdiction Stan d a rd Description United States FCC CFR 47 Part 15 Class B Emissions: FCC Rules for Radio Fre[...]

Regulatory and safety informat ion 51 Other US/Canada : Hearing Aid Compatibil ity (HAC) as per FCC Part 68 This equipment co mplies with the CE Marking requ irements. Australia : AS/ACIF S004: Vo ice Frequency Performance Requireme nts for Customer Equipment EU Countries: This device complies with the e ssential re quirements and other relevant pr[...]

Regulatory and safety i nformation 52[...]

Index 53 Index A About the IP Phone 2 007 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent ke y 35 Agent login 21 Agent logout 26 Answer ACD calls 27 Answer Agent 34 Answer Emergen cy 35 Attendant 43 AutoDial 43 B Basic features 7 C Calibrate the to uch panel 16 Call Agent 36 Cleaning the te[...]

Index 54 M Meridian 1 45 , 47 Message (In box) 45 Message waiting in dicator 12, 45 More key 12, 45 Mute key 12, 45 N Navigation keys 9, 45 Night Servic e 37 Not Ready 30 O Observe 38 Off-hook 45 Outbox/Shift key 11, 45 P Paging tone 45 Place or answer non-ACD cal ls 31 Primary Directory Number 45 Programmab le line (DN)/featur e keys (self-labeled[...]

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Nor tel Communication Ser ver 1000 IP Phone 2007 Call Center User Guide Copyright © 2007 Nortel Networ ks. All right s res erved. The information in this documen t is subje ct to change without notice . The statement s, configurations, techn ical data, and recommendation s in this document are believed to be accurate and reliable, b ut are present[...]