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Nortel Networks NN43112-107 manual

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  • Page 1

    Norte l Communication Ser ver 1000 IP Phone 1120E Call Center User Guide Title page[...]

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    [...]

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    Revision history 3 Revision histor y May 2007 S tanda rd 01.01. This document is up-issu ed to support CS 1000 Release 5.0. This docume nt reflects the new document number . Januar y 2006 S tandard 1.00. This document is issued for No rtel Communication Server 1000 Rele ase 4.5.[...]

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    Revision history 4[...]

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    Contents 5 Contents About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

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    Contents 6 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

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    About the Nortel IP Phone 1120E 7 About the Nor tel IP Phone 1120E The Nortel IP Phone 1120E br ings voice and data to the desktop by connecting direc tly to a Lo ca l Area Netw or k (L AN) th ro ug h an Ether ne t connection. Note: In this guide, self-labeled line/ progra mmable feature key labels appear beside the keys, and context-sensitive sof [...]

  • Page 8

    About the Nortel IP Phone 1120E 8 Note: Some IP Phone 1120E phones are not configured to suppo rt soft key functionality . Consul t your system administrator . • graphical, high-resolut ion LCD di splay, backlit , with adjustable contrast • high-quality speaker phone • volume control keys for adjusting ring er, speaker, handset, and headset v[...]

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    About the Nortel IP Phone 1120E 9 • Accessory Expansion Module port to connect the Expansion Mod ule for IP Phone 1100 Series (Expa nsion Module) For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Se ries User Guide (NN43130-10 1). Figure 2 shows the IP Phone 1120E. Figure 2: IP Phone 1120E Te l e p h o n[...]

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    About the Nortel IP Phone 1120E 10 T able 1: T elephone controls Context-sensitive soft keys are located below the display area. Th e LCD label above each key changes b ased on the active feature. When a triangle appear s before a soft key label, the feature is active. Press the More key to access the next layer of soft keys. The keys on either sid[...]

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    About the Nortel IP Phone 1120E 11 Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, a nd the Handsf ree featur e. Press the top button to incr ease the volume, and press the b ottom button to decrea se volume. Press the Mute key to listen to the receiving party without transmitting. Press the Mute key ag[...]

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    About the Nortel IP Phone 1120E 12 Press the Enter key, at the center of the Navigation key cluste r, to confirm menu selections. In most me nus, you ca n use the Enter key instead of the Select so ft key. Press the Hold key to put an active call on hold. Tap the flas hing line (DN) soft key to return to the caller on h old. Use the Expand key to a[...]

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    About the Nortel IP Phone 1120E 13 When your IP Phone 1120E firmware is being upda ted, the b lue Feature Status Lamp indicator flashes. Note: T o find out if additional features are supported, cont act your system administr ator . Press the Copy key to copy entries to your Personal Directory from o t her lists, such as the Caller List, the Redial [...]

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    About the Nortel IP Phone 1120E 14 Press the Services key to open the Se rvices menu, and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — Display diagnostics — Local Dialpad Ton e — Set Info — Diagnostics — Call Log Options — Ring ty[...]

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    About the Nortel IP Phone 1120E 15 T elephone display Your IP Phone 1 120E has three display areas: • The upper display area pro vid es labe ls for the four self-labeled line/ programm able feature key labels . • The middle display area contains single-line information for items such as caller number, c aller name, Ca ll Timer, fe ature prom pt[...]

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    About the Nortel IP Phone 1120E 16 • The lower display area provides la bels for the four context-s ensit ive soft keys. Figure 3 shows an idle LCD display screen. Figure 3: IP Phone 1120E LCD display screen[...]

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    Agent and Supervisor features 17 Agent and Super visor features This section describes the login feature s that are common to the Call Center agent and supe rvisor. Depending on your system configuration, choose from the following methods of logging in and out: • “Logging in without Agent ID ( for basic ACD)” on page 17 • “Logging in with[...]

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    Agent and Supervisor features 18 For more information ab out Nortel Contact Center Manager , visit www .nortel.com . T o log in as an agent: 1. Lift the handset. 2. Press the In-Calls key. 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID. 4. Press th e # key. The phone goes in to a Not Ready st ate. or 5. To join t[...]

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    Agent and Supervisor features 19 Logging in using Multiple Queue Assignments (for Basic ACD) If your configuration uses Multiple Queue Assignment (MQA), use the following procedure. M Q A login involves entering a four-digit Age nt ID and up to five ACD Directory Numbers (DN), with the optio n of add ing a Supervisor ID and up to five Priority valu[...]

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    Agent and Supervisor features 20 The login options require th e following entries in sequential order: 1. a four-digit Agen t ID 2. a Supervisor ID (if your queue requires one) 3. up to five ACD DNs and Priority values (if Priority value s are being used) terminated by # # T o log in: 1. Press the In-Calls key. 2. Choose o ne of the follo wing four[...]

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    Agent and Supervisor features 21 Using Default Login Use the Default Login to log in just one time at the beginni ng of a shift. The Default Login uses your previous shift’s logi n to place you in the same ACD queues with the same supe rvisor. T o use Default Login: or 3. Choose one of the following: — Press the In-Calls key. —P r e s s t h e[...]

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    Agent and Supervisor features 22 Logging out You can log out of the system comple tely or temp orarily (Not R eady state). To l o g o u t : or 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. — Press the NotReady key . or Choose one of the following: • To log out completely, press the MakeSetBus y key. • To l[...]

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    Agent features 23 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 23 • “Using Call F orcing” on page 24 • “Using Retu rn to Queue on No Answer” on page 25 • “Using Activity code” on page 25 • “Using Emergency” on page 26 • “Using Not Ready” on[...]

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    Agent features 24 T o terminate the call: Using Call Forcing Use the Call Forcing feature to auto matically connect an incoming ACD call. A time interval is configured by your system administra tor between each incoming call. Note: Y ou cannot use both Call Forcing and Return T o Queue on No Answer at the same time. A short tone indicate s a new in[...]

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    Agent features 25 T o enable Call Forcing for headset user s: Using Return to Queue on No Answer If a call is not answered, the call is se nt back to the ACD queue, and the your telephon e is autom atically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key. Using Activity code Use Activity code to record the t[...]

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    Agent features 26 Using Emer gency Use the Emergency feature to contact your supervisor im mediately in a n emergency situation. T o use the Emergency feature: 3. Press the Activity key. If you are perfor m ing mult iple task s, repeat steps 1 and 2. Note: If configured, you can enter Activity Codes while in the Not Ready state and run Not Ready Re[...]

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    Agent features 27 Using Not Ready Use the Not Ready feature to take your tele phone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy or Not R eady , callers will continue to be d irected to your phone. T o us e Not Read y: Placing or answering non-ACD calls Use this feature to place and receive c[...]

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    Agent features 28 T o answ e r a ca ll: 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 28 • “To answer a call from your supervisor when on another call:” on page 28 • “To place a call to your supervisor :” on page 29 • ?[...]

  • Page 29

    Agent features 29 T o place a call to your supervisor: T o return to the ACD call: T o conference in your supervisor dur ing a call in progress: 1. Press th e Hold key to put the current call on hold. 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 key. Not[...]

  • Page 30

    Agent features 30 T o transfer a call to your supervisor during a call in progre ss: 1. Press the Supervisor key. 2. When your supervisor answer s, press the Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. Supervisor Supervisor (Goodbye)[...]

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    Supervisor features 31 Super visor features The following sections de sc ribe features av aila ble to the sup e rvis or: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 32 • “Using Answer Emerge ncy” on page 32 • “Using Ca ll Agent” on page 33 • “Using Interflow” on page 33 • “Using Night Service?[...]

  • Page 32

    Supervisor features 32 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 ke ys. Table 2 lists the four stat es of the LCD indicat or. Using Answer Emergency Use the Answer Eme[...]

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    Supervisor features 33 Using Call Agent Use the Call Agent feature to contact an agent. T o use Call A gent: Using Inter flow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined th reshold. T o use Interflow: 2. Press the Goodbye key to end the call. 1. Press the Call Agent key. or 2. Choose one of the fo[...]

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    Supervisor features 34 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 tr ansition to Night Service : 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 35 T o deactivate Night Service: Obser ving a call Use the Observe feature to monitor an agent in a call. T o observe 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. or 2. Choose one of the followin[...]

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    Supervisor features 36[...]

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    Terms you should know 37 T erms you should know Calling Par ty Name Display Information appearing on the LCD displa y scr een, such as the caller ’s name and telephone number . The system must have CPND enabled. Categor y 5 (Cat5) Cable and associ ated connecting hardware capable o f transmitting at speeds up to 100 MHz, used by 10BaseT , 100Base[...]

  • Page 38

    Terms you should know 38 Director y Number (DN) A number consisting of one to seven digit s for a telephone, and also known as an extension number . Feature display An area that shows status infor mat ion abo ut th e featur e in use. It also displays the name and st atus of the active session. Feature Status Lamp indicator An LCD or an LED that ind[...]

  • Page 39

    Terms you should know 39 Information line A one-line by 24-character area th at displays date an d time or application information. Interrupted dial tone A broken or pulsed dial tone that so unds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1 120E that connects to your voice messaging system when the k[...]

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    Terms you should know 40 Ser vices key A fixed key used to acce ss optio ns such as T elephone Options, Password Admin, V irtual Office Logi n, V irtual Office Logout, T est Local Mode, and Resume Normal Mode. Shared Director y Number A DN (extension) that is shared by two or more persons. Special Prefix code (SPRE) S pecial codes ente red using th[...]

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    Terms you should know 41 releases the switchhook, and you eithe r an swer an incoming call or you receive a dial tone to make a call. User interface Screen displays that interact with the end user as a result of an action or event. Visual Aler ter/Message W aiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when[...]

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    Terms you should know 42[...]

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    Index 43 Index A About the IP Phone 1120E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 3 2 Agent login 17 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32 B Basic features 7 C Call Agent 33 Call party information 37 Contact your supervisor 28 Context-sensitive soft key s 10, 3[...]

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    Index 44 M Message key 39 Message waiting indicator 12, 41 Message/Inbox key 13 More key 10 Mute key 11 N Navigation keys 11, 39 Night Service 34 Not Ready 27 O Observe 35 Off-hook 39 P Paging tone 39 Place or answer non-ACD calls 27 Q Quit/Stop key 13 R Return to Queue on No Answer 39 Ringback/ring tone 39 S Self-labeled lin e/programmable feature[...]

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    Norte l Communication Ser ver 1000 IP Phone 1120E Call Center User Guide Copyright © 2006–2007 Nortel Netwo r ks. All Righ ts Reserved. The informa tion in this docu ment is subject to change without n otice. The statements, configurations, technica l data, and recommendations in this document are believed to be accurate and reliable, but are pr[...]