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Nortel Networks 1000 manual

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  • Page 1

    Norte l Communication Ser ver 1000 IP Phone 2002 Call Center User Guide Title page[...]

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    [...]

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    Revision history 3 Revision histor y July 2006 S tandard 5 .00. This document is up-issued to support Nortel Networks Communication Server 1000 Relea se 4.5. LOGOs and trademark informa tion updated. Document feedback URL added to back page . August 2005 S tandard 4.00. This document is up-issued to support Nortel Networks Comm unication Server 10 [...]

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    Revision history 4[...]

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    Contents 5 Contents About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . [...]

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    Contents 6 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Index . . . .[...]

  • Page 7

    About the Phone 7 About the Phone The Nortel IP Phone 2002 br ings voice and data to the desktop by connecting direc tly to a Local Area Networ k (LAN) through an Ethe rnet connection. Note 1: All features are not available on all telephones. Consult your system administrator to verif y the f eatures that are available on your telephone. Note 2: In[...]

  • Page 8

    About the Phone 8 Note: Not all IP Phone 2002 sets are configured to support so ft key functionality . Consult your system administrator . • multi-field LCD display sc reen • call timer to indicate the duration of each call • speaker for on- hook dialing or on-hook listening • volume control bar for adjusti ng ringer, speaker, handset, and [...]

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    About the Phone 9 Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Te l e p h o n e c o n t r o l s Note: Some IP Phone 2002 sets include optional key caps. T ext in parenthesis in dicates labels appearing on the key caps. For exam ple, (Services) Use the Volume control bar to adjust the volume of t he ringer, handset, h eadset, spea[...]

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    About the Phone 10 Programmable line (DN)/featur e keys are extra DNs or feature ke ys 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 lig ht beside a feature key indicates that the feature is active. A flashing LCD indic[...]

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    About the Phone 11 Press the Services key an d use the navigation keys to access th e following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — OnHook Default Path — Display diagnostics — Local DialPad Tone — Ring type — Change feature key lab el — Set Information • Password Adm[...]

  • Page 12

    About the Phone 12 • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) • Test Local Mode and Resume Local Mode (if Me dia Gateway 1000B is configured) Note 1: Press the Services key to exit from any menu or menu item. •T h e Password Ad min menu many not be available on your IP Phone 2002. Consult your system ad[...]

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    About the Phone 13 Soft keys (self-labeled) are located below the display area. T he LCD labe l above the key changes, based on the active feature . Note: When a triangle appears before a key label, the feature is a ctive. Press the More.. key to access the next layer of Soft ke ys (self-labeled). When a message is left for the user, the Message Wa[...]

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    About the Phone 14 T elephone display The IP Phon e 2002 has t wo display area s: • The upper display area contains single-line informa tion for items such as caller number, caller name, feature pr ompt string, user-entered digits, date and time informa tion, and set information. • The lower display area provid es soft key label information. Fi[...]

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    Agent and Supervisor features 15 Agent and Super visor features This section describes the login feature s that are common to the Call Center Agent an d Supervisor, whic h are: • “Logging in an Agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assig nments” on page 16 • “Logging out an Agent” on page 20 Logging in a[...]

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    Agent and Supervisor features 16 Logging in 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 procedures: • “Using Ag[...]

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    Agent and Supervisor features 17 Using Agent ID and MQA login options To enter ACD queues, use an Agent ID log in with one of the MQA login options described on page 18 . Note: A superviso r logging in to accept ACD calls is p revented by the system from entering a Supervisor ID (including logins where agent s must enter a Supervisor ID). The login[...]

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    Agent and Supervisor features 18 T o log in: 1. Press the InCalls key. 2. Choose o ne of the follo wing 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 # #. — For Supervisor ID, No Priority, dial your Agent ID # Supervisor ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # AC[...]

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    Agent and Supervisor features 19 Using Default Login Use the Default Login to log in just one time at the beginn ing of a shift. The Default Login uses your previous shift’s logi n to place you in the same ACD queues and with the same Supervisor . 1. Lift the handset. 2. Press the InCalls key. 3. When “Enter Agent ID” appears on the screen, u[...]

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    Agent and Supervisor features 20 Logging out an Agent You can log out of the system comple tely or temp orarily (NotRea dy state). To l o g o u t : Choose one of the following: • To log out completely, press the MakeSetBus y key. • To log out temporarily, pr ess the NotReady key. Note: If you pr ess the MakeSetBusy key during an ACD call, you l[...]

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    Agent features 21 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 21 • “Using Fo rce Call” on page 22 • “Using Activity code ” on page 23 • “Using Emergency” on pa ge 24 • “Using Not Ready” on page 24 • “Placing or answering non-ACD calls” on [...]

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    Agent features 22 T o terminate the call: Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. A time interval is set by y our system administrator between each incoming call. When calls come in, a short tone indicates the new call. The InCall indicator lights continuously and the ACD call automatically goe s t[...]

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    Agent features 23 Using Activity code Use Activity code to record the types of activities yo u are perform ing. T o record activities: 3. Press the Services key. Set the “On-hook default path” to “Headset En abled”. 1. When the Activity LCD indicator is flashing, press the Activity key. 2. Use the dial pad to enter the Activity code. 3. Pre[...]

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    Agent features 24 Using Emer gency Use the Emergency feature to conta c t your supervisor immediatel y in an emergency situation. Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post-call work. 1. During an active call, press the Emergency key . Note: The Emergency LCD remains lit as long as t[...]

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    Agent features 25 Placing or answering non-ACD calls Use this feat ure to receive and place calls on your in dividual line. T o pla ce a call: T o an swer a call: 2. To return to the queue, cho ose one of the following: — Press the InCalls key. — Press the NotReady key . 1. Press your individual DN key. 2. Use the dial pad to dial the telephone[...]

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    Agent features 26 Contacting your super visor 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 • “To place a call to your supervisor:” on page 27 • “To conference in your[...]

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    Agent features 27 T o place a call to your supervisor: T o return to the ACD call: T o conference in your supervisor during a call in progress: T o transfer a call to your supervisor during a call in progress: 2. Press the Supervisor key. Press the line (DN) key beside the flashing LED indicator to return to the caller on hold. Press the Supervisor[...]

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    Agent features 28 2. When your supervisor an swers, press the Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. (Goodbye)[...]

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    Supervisor features 29 Super visor features The following sections de scribe featur es available to the Superv isor: • “Using Answer Agent ” on page 29 • “Using the Agent key” on page 30 • “Using Answer Emergency” on page 30 • “Using Call Ag ent” on page 31 • “Using Interflow” on pa ge 31 • “Using Night Service” [...]

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    Supervisor features 30 Using the Agent key Use the Agen t feature to connect, ob serve, or m onitor the status of e ach agent posit ion. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys. Table 1 lists the four stat es of the LCD indicator . Using Answer Emergency Use the Answer Emer[...]

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    Supervisor features 31 Using Call Agent Use the Call Agent feature to contact an agent. Using Inter flow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined th reshold. 2. Press the Goodbye key to end the call. 1. Press the Call Agent key. 2. Choose one of the following: — Press a selected Agent key. ?[...]

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    Supervisor features 32 Using Night Ser vice Use the Night Service feature to defin e how calls are handled outside of business hours. T o activate Night Service: T o t ransition to Night Servi ce: 2. Press the Interflow key again to deactivate the fe ature and resume normal call f low. 1. Press the Night Service key. 2. Press the 6 key (6 = N for N[...]

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    Supervisor features 33 T o deactivate Night Service: Obser ving a call Use the Observe feature to monitor an agent in a call. 1. Press the Night Service key. 2. Press the 3 key (3 = D for Day) to resume Day mo de. The Night Service LCD flashes. New calls enter the queue. 1. Press the Observe key. 2. Choose one of the following: — Press a selected[...]

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    Accessories 34 Accessories Nortel IP Phone Key Expansion Module (KEM) The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides addition al line appearances and feature keys to your IP Phone 20 02. You can c o nnect up to two KEMs to your IP Phone 2002, providing a total of 48 additional keys. Figure 4: The IP Phon[...]

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    Terms you should know 35 T erms you should know Attendant A telephone operator in your organization. AutoDial A telephone numbe r programmed on the AutoDial key for one- touch dialing. Nor tel Comm unication Ser ver 1000 An office communication system. Date/Time display The current date and time when the telephone is in an idle state. Director y ke[...]

  • Page 36

    Terms you should know 36 Feature display An area that shows status infor mat ion about the feature in use. It also displays the name and status of the active session. Fixed key The hard-labeled ke ys on your telephone. Goodbye key A fixed key us ed to end an active ca ll. Handsfree A method of conversing wi th the party on the other end of the line[...]

  • Page 37

    Terms you should know 37 Nor tel IP Phone Key Expansio n Module (KEM) An optional hardwa re module which prov ides additiona l 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 teleph one which connects to your voice messaging s[...]

  • Page 38

    Terms you should know 38 Outbox/Shift key A fixed key reserved for future featur e development. Primar y Director y Num ber The main extension numb er on your telephone. Programmable line (DN/feature keys (self-labeled) The four keys located at the sides of the uppe r area of the dis- play . Quit key A fixed key on your telephone that is used to ex[...]

  • Page 39

    Terms you should know 39 Special dial tone The three consecutive tones follow ed by dial tone that yo u hear when accessing telephone features. Status messages A message displayed to inform the user of important information. A right arro w appears if m ore than on e S tatus Message is present. Exa mples of St atus Messages include: Message W ait- i[...]

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    Terms you should know 40[...]

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    Index 41 Index A About the IP Phone 2002 7 Activity code 23 Agent and Supervisor features 15 Agent features 21 Agent key 3 0 Agent logout 20 Answer ACD calls 21 Answer Agent 29 Answer Emergency 30 Attendant 35 AutoDial 35 B Basic features 7 C Call Agent 31 Communication Server 10 00 35 Contact your supervisor 26 D Date/Time display 35 Default login[...]

  • Page 42

    Index 42 More key 13, 37 Mute key 12, 37 N Navigation keys 10, 37 Night Service 32 Not Ready 24 O Observe 33 Off-hook 37 Outbox/Shift key 13, 38 P Paging tone 38 Place or answer non-ACD calls 25 Primary Directory Number 38 Programmable line ( DN)/feature keys (self-labeled) 10, 38 Q Quit key 13, 38 R Ringback/ring tone 38 S Services key 11, 38 Soft[...]

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    Norte l Communication Ser ver 1000 IP Phone 2002 Call Center User Guide Copyright © 2006 Nortel Netw orks. All rights reserved. The information in this document is subject to change without notice. T he statements, configurations, technica l data, and recommendations in this document are believed to be accurate and reliable, but are presen ted wit[...]