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Nortel Networks 2050 manual

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  • Page 1

    Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide[...]

  • Page 2

    Title page[...]

  • Page 3

    Revision history 3 Revision histor y May 2007 S tandard 01.01. This document is issued to support Communication Server 1000 Rele ase 5.0. This document contains information pr eviously contained in the following legacy document, now retired: IP Sof tphone 2050 Call Center User Guide (NN-10 300-053). June 2006 S tandard 6.00. This document is up-iss[...]

  • Page 4

    Revision history 4[...]

  • Page 5

    Contents 5 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 8 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Control window . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 6

    Contents 6 Logging in using Agent ID and Multiple Queue Assignmen t s . 27 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 27 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 28 Logging in: Supervisor ID, No Priorit y . . . . . . . . . . . . . . . 28 Logging in: No Supervisor ID, With Priority . . . . . . [...]

  • Page 7

    Contents 7 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

  • Page 8

    IP Softphone 2050 overview 8 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone app lication that you can use to make and take calls over your computer. Using a headse t or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Ada pter. Designed to wo[...]

  • Page 9

    IP Softphone 2050 overview 9 — Shift (Outbox) — Services — Expand • Dedicated call processing keys: —H o l d — Goodbye —A n s w e r —V o l u m e —M u t e —N a v i g a t i o n — Message Waiting • User-selecte d ringer that lets the PC spea kers or the he adset ring fo r incoming calls • Choice of the foll owing interfaces: [...]

  • Page 10

    IP Softphone 2050 overview 10 • “Local Directo ry window” on page 10 • “Settings window” on page 10 • “System tray icon and menu” on pa ge 10 • “i2050.exe application” on pag e 11 Call Control window The IP Softphone 2050 Call Contro l window displays the line keys, feature butt ons, and call display. Use this window to make[...]

  • Page 11

    IP Softphone 2050 overview 11 i2050.exe application The i2050.exe applica tion lets the IP Softphone 2050 comm unicate with the server. It launches when yo u start the IP Softphone 2050 but remains hidden in the background . To verify that the i2050.exe is running, open the Windows Task Manager. To view the i2050 .exe process, select Processes . Th[...]

  • Page 12

    IP Softphone 2050 Call Control windo w 12 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window supports the 1140 skin — designed to look and feel like the de sktop IP Phone 1140—as well as an additional two compact skins, available in black and silver. The IP Softphone 2050 also su pports an Accessibility Interface f[...]

  • Page 13

    IP Softphone 2050 Call Control window 13 Call Contr ol window The Call Control window (see Figu re 3 below and Figure 4 on page 14) includes the standard fe atures that let you make and manage telephone calls. For information on the elements of the Call Control windo w, see Table 1 on page 1 5. Figure 3: Call Control Window—1140 Soft keys Mute Di[...]

  • Page 14

    IP Softphone 2050 Call Control windo w 14 Figure 4: Call Control Wi ndow—Compact Skin (s ilver) Accessibility Interfac e The Accessibility Interface works with JAWS® for Window s from Freedom Scientific—screen reading software that lets visually impair ed users access the full range of IP Softphone 20 50 features. The Accessibility Inte rface [...]

  • Page 15

    IP Softphone 2050 Call Control window 15 Call Contr ol window elements and functions Table 1 de scribes the elements and functions of the Call Co ntrol window . T able 1: IP Softphone 2050 componen ts and functions (Par t 1 of 3) Element Function Primary display To provide call in formation (such as Caller ID) and instructions for using certain sof[...]

  • Page 16

    IP Softphone 2050 Call Control windo w 16 Navigation arrows To scroll through menus and lists in the display area. Use the Send/Enter key at the center of the navigation c luster to co nfirm menu selec tion (1 140 skin only). Volume decrease increase To increase or decrease the headset volum e. Mute To listen to the re ceiving party without transmi[...]

  • Page 17

    IP Softphone 2050 Call Control window 17 Hot keys You can assign keyboard ho t keys to access the full range of Call Control window functions and menu options. Adding a hot key To add a new hot key: 1. Select File > Settings > Hot Keys. 2. Choose the feature group that yo u want to access: Buttons , Menu , or Select Fields (Accessibility Inte[...]

  • Page 18

    IP Softphone 2050 Call Control windo w 18 4. Under Press a new shortcut key , enter th e key combination—“Alt + Ctrl + V”, for example— that you wa nt as your h ot key. 5. Click Assign . Note: If the key combination is already taken, th e previously assigned feature app ears in the Shortcut currently used by text box. To assign a hot key, y[...]

  • Page 19

    IP Softphone 2050 Call Control window 19 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Ca ll Control window. To access the menu, right-click the IP Softphon e 2050 icon found in the Windows taskbar system tray. From t he menu ( Figure 5), yo u can make, answer, and m[...]

  • Page 20

    IP Softphone 2050 Call Control windo w 20 • Select Ma ke Call to open the Ph one Number dialog box. • Select Fe atures to access server-supported fea tures. • Select Ma cros to access your list of macros. • Select Op en to open the Call Control window. • Select Exit to close the IP Softphone 2050. • Select Cancel to ca ncel the system t[...]

  • Page 21

    IP Softphone 2050 Call Control window 21 Local Director y The IP Softphone 2050 Local Directory (Figur e 6) lets you store as many phone directories on your comput er as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcu t links. Figure 6: Local Director y window You can use the Local Dir ectory to: • [...]

  • Page 22

    IP Softphone 2050 Call Control windo w 22 The Shortcut Bar on the left side of th e window lists all gr oups of shor tcut links, including: • Local Directory—main directory contacts • Redial List—most rece nt calls made • Callers List—most recent calls received • Quick Dials—a built in group fo r selecting shortcuts to contacts Open[...]

  • Page 23

    IP Softphone 2050 Call Control window 23 For more info rmation about ma naging contacts, refer to the IP Softphone 2050 User Guide (NN43119-101) . CS 1000 Director y The CS 1000 Directory maintains co ntact information and server- supported features in a remote , central database called the Application Server. Accessible fr om the IP Softphone 2050[...]

  • Page 24

    IP Softphone 2050 Call Control windo w 24 Note: The Personal Directory , Redial List, and Caller s List features have a one-minute time-o ut control period. If the application rests idle for one minute during an y of the op erations, the list closes and your IP Softphone 2050 returns to the idle st ate. For further inform ation about CS 1 000 Direc[...]

  • Page 25

    Agent and Supervisor features 25 Agent and Super visor features This section describes login featur es common to th e Call Center Agent and Supervisor. The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window. Figure 7: Line and f eature keys Use these keys to access and manage Call Center Agen t and Su[...]

  • Page 26

    Agent and Supervisor features 26 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, wh ich is often the case if you do not share your phone with another person , use the following procedure to log in to an Automatic Call Distribution (ACD) queue. Logging in with Agent ID For Basic ACD or Co ntact Center M[...]

  • Page 27

    Agent and Supervisor features 27 Logging in using Agent ID and Multiple Queue Assignments If your configuration uses Multip le Queue Assignment (MQA, use the following procedure. M QA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the optio n of adding a Supervisor ID and up to five Priority values. Yo[...]

  • Page 28

    Agent and Supervisor features 28 Logging in: No Super v isor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial ACD DN 2 # . 5. Dial ACD DN 3 # . 6. Dial ACD DN 4 # . 7. Dial ACD DN 5 ## . Logging in: Super vis or ID, No Priority To login using the Supervisor[...]

  • Page 29

    Agent and Supervisor features 29 7. Dial ACD DN 3 # . 8. Dial Priority 3 #. 9. Dial ACD DN 4 # . 10. Dial Priority 4 #. 11. Dial ACD DN 5 # . 12. Dial Priority 5 ## . Logging in: Super visor ID, With Priority : To log in using the Supervisor ID, With Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial Supervisor ID # . 4. Dial ACD DN 1[...]

  • Page 30

    Agent and Supervisor features 30 Using Default Login If you normally use the same telephone for each shi ft, use the Default Login once 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. To use the Default Login (with MQA enabled): 1. Click InCalls . Th[...]

  • Page 31

    Agent features 31 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 31 • “Using Forc e Call” on pa ge 32 • “Using Activity Code” on page 32 • “Using Emergency” on page 33 • “Using NotReady” on page 33 • “Answering or making non-ACD calls” on pag[...]

  • Page 32

    Agent features 32 • Click NotReady . (This removes you from the queue but keeps you logged in as an agent positio n.) • Wait for the caller to termi nate the call . • On your PC keyb oard, press F12 . Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. Your system administrator se ts the time interval fo[...]

  • Page 33

    Agent features 33 To record an activity, do the following: 1. When the Activity indicator flashes, clic k Activity . 2. Use the keypad to ente r the activity code. 3. Click Activi ty again. If performing multiple tasks, repe at steps 1 throug h 3. Using Emer gency Use the Emergency feature to conta c t your supervisor immediatel y in an emergency s[...]

  • Page 34

    Agent features 34 Answering or making non-ACD calls Use the non-ACD calls featu re to receive and place calls using your individual line. The indicator rema ins lit while the call is active. Placing a call 1. Click your individual DN key . 2. Use the keypad to dial the telep hone number. Answering a call When the indicator next to your individual D[...]

  • Page 35

    Agent features 35 • To speak to your supervisor, click Supervisor . • To return to the active call, click InCalls . Placing a call to your supervisor when on a call To place a call to your supervi sor: 1. Click Supervisor . Calls are automatically put on hold when using Supervisor . 2. To return to the current call, click InCalls . Conferencing[...]

  • Page 36

    Supervisor features 36 Super visor features This section describ es the following features that are available to supervisors: • “Using Answer Agent” on page 36 • “Using Agent key” on pag e 37 • “Using Answer Emerge ncy” on page 37 • “Using Ca ll Agent” on page 38 • “Using Interflow” on page 38 • “Using Night Servic[...]

  • Page 37

    Supervisor features 37 Using Agent key Use the Agent feature to conn ect, observ e, or monit or the status of each agent positi on. Each A gent key links to a particular agent position when used with the Call Age nt or Observe Age nt key. To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agent stat[...]

  • Page 38

    Supervisor features 38 Note: If Contact Center Manager Administration is in use, and if multiple Agents have presse d Emergency , th e connected PC dis plays a list of Agen ts who have pres sed Emerge ncy . Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent . 2. Clic[...]

  • Page 39

    Supervisor features 39 Activating Night Service To activate Night Serv ice, do the following: 1. Click Night . 2. Click the 6 key (N for Night) to go into Night Service. T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1. Click Night . 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The [...]

  • Page 40

    Supervisor features 40 3. To terminate the observation, click Observe . Using Display Agent Status Use the Display Agent featur e to view a summary of current status for all agents that have an agent Position ID key assigned on the Su pervisor’s telephone. See Figur e 8 below. Click Display Agent . The summary information appears for 12 se conds [...]

  • Page 41

    Supervisor features 41 Using Display Queue Use the Display Queue feature to view th e status of all calls waiting in the queue. To activate Display Queue , click Display Queue . Your queue status appe ars in the display area of the Call Control window. See Figure 9 below. Figure 9: Display Queue To view the amount of call traffic in the ACD queue, [...]

  • Page 42

    Supervisor features 42 Slow Flashing Busy Calls are backing up in the queue. Calls over flowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue. New calls overflow to another queue. T able 3: Disp lay Queue in dicators Indicator Queue Status Meaning[...]

  • Page 43

    Index 43 Index A Activity Code, 32 Agent ID, 27 Agent, 37 Answer Agent, 36 Answer Emergency, 37 Answer, 16 C Call Agent, 38 Call Control Window 1140 skin, 13 Compact Skin, 14 Copy, 15 CS 1000 Directory, 23 D Default Log in, 30 Dialpad, 16 Directory, 17 Display Agent, 40 Display Queue, 41 E Emergency, 33 Expand, 17 F Force Call, 32 G Goodbye Key 31,[...]

  • Page 44

    Index 44 NotReady, 29, 30, 33 O Observe Agent, 37 Observe, 39 Outbox/Shift, 17 P Primary display, 15 Priority 29 Q Quit, 15 R Release, 16 S Services, 17 Skin display 1140 skin, 11 compact skin, 11 Soft keys, 15 Speaker, 17 Supervis or ID 27 Supervisor ID, 27 Supervisor ID, No Priority, 28 Supervisor ID, W i th Priority, 29 Supervis or, 34 System tr[...]

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    [...]

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    Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2007 Nortel Networks. All rights reserved. The information in this document i s subject to change without no tice. The statements, configurations, technical data, and recommendations i n this document are believed to be accurate and rel iable, but are pre sente[...]