Nortel Networks 1165E manual

Norte l Communication Ser ver 1000 IP Phone 1165E Call Center User Guide Title page[...]

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Revision history 3 Revision histor y April 2010 S tanda rd 01.02. This document is up-issu ed to support Communication Server 1000 Release 5.5 and CS 1000 Release 6.0 with UNIS tim 4.1. October 2009 S tandard 01.01. This document issued to support the IP Phone 11 6 5 E .[...]

Revision history 4[...]

Contents 5 Contents Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 USB support . . . . . . . . . . . . . . . . . . . . . . . . . [...]

Contents 6 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

About the Nortel IP Phone 1165E 7 About the Nor tel IP Phone 1165E The IP Phone 1165E builds on the awar d-winning IP Phone 1100 Series industrial design and offers a be autiful high resolu tion color di splay which includes new graphical u ser interfac e elements th at vastly impr ove the quality of the user experience. The IP Phone 1165E provides[...]

About the Nortel IP Phone 1165E 8 • high-quality hand sfree speakerphone • wideband audio support for han dset, head set, speaker, and handsfree microph on e • volume control keys for adjusting ringer , handsfree, handset, and headset volume • seven specialized feature keys —Q u i t — Directory — Message/In box — Shift/Outbox — Se[...]

About the Nortel IP Phone 1165E 9 • support for Graphical External Ap plication Server (GXAS) protocol that enables External Application Server APIs to pr ovide fea ture functionality • support for IP Phone 1100 Series Exp ansion Module to add keys For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Se r[...]

About the Nortel IP Phone 1165E 10 T elephone controls Figure 1 on page 10 shows the I P Phone 1165E. Figure 1: IP Phone 1165E This section de scribes the controls on yo ur IP Phone 116 5E. Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on th e active feature. These keys ar e referred to a[...]

About the Nortel IP Phone 1165E 11 Press the More... key to access the ne xt layer of soft keys (self-labeled). The keys on either side of the LCD disp lay area are self-labeled l ine/programmab le feature ke ys , with labels on the LCD. These keys also function as line (DN) keys. These keys are referred to as Line/ feature keys throughou t th e re[...]

About the Nortel IP Phone 1165E 12 Press the Handsfree key to make or answer a call using the two way speakerp hone. The Handsfree LED indica tor, located on the Handsfree key, lights to indicate when handsfree is active. Use the Navigation keys to scroll through menus and lists appearing on th e LCD display screen. Use Up and Down to scroll up and[...]

About the Nortel IP Phone 1165E 13 Press the Headset key twice to open the Bluetooth Setup menu. If Bluetooth wireless technology is no t enabled on your phon e, this menu is not available. Use the Goodbye ke y to terminate an active call. When a messa ge is waiting, the red Visual Alerter/Message Waiting indicator lights. Also, when the ringer sou[...]

About the Nortel IP Phone 1165E 14 Press the Shift/Outbox key to toggle between two fe ature key pages and to access an additional si x lines/features. Note: This function is not available on all phones; consult your system administr ator . Press the Message/Inbox key to access your voice mailbox. Note: This function is not available on all phones;[...]

About the Nortel IP Phone 1165E 15 T elephone display The IP Phone 1165E has a 4.1 inch (diagona l measured) color QVGA TFT display, capable of displaying a QVGA 320 x 240 (H x W) image. The graphics controller supports 24 bit color (16 million colors). The IP Phone 1165E has thre e display areas: • The upper display area provides labels for the [...]

About the Nortel IP Phone 1165E 16 • The lower display area provides labels for the four soft keys. Following figure shows the IP Phon e 116 5E display area, including the line/feature keys and soft keys. Figure 2: IP P hone 1165E display area Self-labeled line/pr og rammable feature key labels appear beside the line keys, and context-sensitive s[...]

About the Nortel IP Phone 1165E 17 Figure 3 on page 17 shows an idle LCD screen. Figure 3: IP P hone 1165E LCD display screen USB suppor t The IP Phone 1165E has a USB port for conn ecting a USB keyboard, USB mouse, USB headset, and USB fl ash drive. The IP Phone 1165E supports powered down stream 1.1-compliant USB hubs, including USB 2.0 hubs, if [...]

About the Nortel IP Phone 1165E 18 Call features and Flexible Feature Codes Some features are not available on all IP Pho nes. Call features and Flexible Feature Codes (FF C) must be assigned to your IP Phone 1165E, and supported by system software. Co ntact your sy stem adminis trator to configure these features an d codes on your IP Phone 1165E. [...]

About the Nortel IP Phone 1165E 19 T o change your SCPW : Note: The default configuration for Password Protection is of f. 1. Press the Services ke y on ce. 2. Press the Up/Down keys to scroll, and then highlight Password Admin . 3. Press Enter . 4. Use the dialpad to enter your password at the prompt. 5. Press the Up/Down keys to scroll and highli[...]

About the Nortel IP Phone 1165E 20 T o turn Pa ssword Protection on o r off: 1. Press the Directory key. 2. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode . 3. Use the dialpad to enter your password (if Password Protection is enabled). 4. Press the Enter sof t key. 5. Press the Up/Down navigation keys to scroll and[...]

Agent and supervisor features 21 Agent and super visor features This section describes login features that are co mmon to the Call Center agent and supervisor . Depending on your system configuration, choose from the following methods of logging in and ou t: • “Logging in without Agent ID (for basic ACD)” on page 21 • “Logging in with Age[...]

Agent and supervisor features 22 assigned to you, the display screen prompts you to enter a fou r-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or a Nor t el Contact Center Manager environment. For more information ab out Nortel Contact Center Manager , visit www .nortel.com . T o log in as an agent[...]

Agent and supervisor features 23 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[...]

Agent and supervisor features 24 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[...]

Agent and supervisor features 25 Using Default Login If you normally use the same IP Phone, use the Default Login to log in just one time at the beginning of a shift. The Default Login uses your previous shift’s login to pla ce you in the same ACD qu eues with th e same supervisor. T o use Default Login: or 3. Choose one of the following: — Pre[...]

Agent and supervisor features 26 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 MakeSetBu sy key. — To l[...]

Agent features 27 Agent features The following sections descri be features that are available to agents: • “Answering AC D calls” on page 27 • “Using Call Forcing” on page 28 • “Using Return to Queue on No Answer” on page 29 • “Using Activity code” on page 29 • “Using Emergency” on page 30 • “Using Not Ready” on [...]

Agent features 28 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 Ret urn T o Queue on No Answer at the same time. A short tone indicate s a new i[...]

Agent features 29 T o enable Call Forcing for heads et users: 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 IP Phone is automatically plac ed 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 typ[...]

Agent features 30 Using Emergency Use the Emergency feature to contact your supervisor im mediately in a n emergency situation. T o use Emerge ncy: 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 ason Codes [...]

Agent features 31 Using Not Ready Use the Not Ready feature to take yo ur IP 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 use No t Ready: Placing or answering non-ACD calls Use this feature to place and re ce iv e [...]

Agent features 32 T o answe r a call: Contacting your super visor •U s e t h e Supervisor feature to talk to your supervisor in the following ways: • “To answer a call from your supe rvisor :” on page 32 • “To answer a call from your supervisor while on another call:” on page 32 • “To place a call to your supervisor:” on page 33[...]

Agent features 33 T o place a call to your supervisor: T o return to the ACD call: T o conference in your superv isor during 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[...]

Agent features 34 T o transfer a call to your supervisor du ring a call in progress: 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)[...]

Supervisor features 35 Super visor features The following sections de sc ribe features av aila ble to the sup e rvis or: • “Using Answer Agent” on pa ge 35 • “Using the Agent key” on page 36 • “Using Answer Emergency” on page 36 • “Using Call Agen t” on page 37 • “Using Interflow” on page 38 • “Using Night Service?[...]

Supervisor features 36 Using the Agent key Use the Agent feature to connect, observe, or monitor the status of each 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 1 lists the four states of the LCD ind icat or . Using Answer Emergency Use the Answer Emerge[...]

Supervisor features 37 T o use Answer Emerge nc y : Using Call Agent Use the Call Agent feature to contact an Agent. T o use Call Agent: 1. When the LCD next to th e Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of th e pe rs on contacting you displays on your IP Phone. Note 2: The LCD remains lit as long as you[...]

Supervisor features 38 Using Inter flow Use the Interflow feature to redir ect calls when the backlo g or wait time exceeds a pre-defined th reshold. T o use Interflow: Using Night Ser vice Use the Night Service feature to define how calls are ha ndl ed outside of business hours. T o activate Night Service: 3. Press the Goodbye key to end the call.[...]

Supervisor features 39 T o transiti on to Nig ht Service: T o deactivate Night Servic e: 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in the queue and new calls receive night service. 1. Press the Night Service key. 2. Press the 8 key (8 = T for Transition) to activate Transitio[...]

Supervisor features 40 Obser ving a call Use the Observe feature to mon i tor an agent in a call. Note: Use this feature to listen to a conversation between an Agent and a Customer , or to create a three-party conference with the Supervisor , Agent and Customer . T o observe a call: . 1. Press the Observe key. or 2. Choose one of the following: —[...]

Supervisor features 41 Displaying the queue Use the Display Queue fe at ur e to ac ce ss the sta tu s of calls in an ACD q ueue. The information displayed includes the following: • number of calls waiting in the queue • number of agent position s occup i ed for the queue • the length of time that the oldest call has waited in the queue • th[...]

Supervisor features 42 Figure 4: Current status of ACD queue The LCD indicator beside the Displa y 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. T able 2: States of LCD indicator (Par t 1 of 2) Indicator Queue status Description Off Light There are few o r no [...]

Supervisor features 43 Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agen t Position ID key assigned on the Supervisor’s IP Phone. T o display agent st atus: Fast flashing Overloaded There are too many calls in this queue. New calls are being overflowed to another queue. Press[...]

Supervisor features 44 Figure 5: Current status of agents on A CD call s P ositions busy P ositions waiting for A CD calls P ositions busy positions V acant agent on non-ACD calls[...]

Terms you should know 45 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. 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.[...]

Terms you should know 46 Contact Center Manager Nortel Cont act Center Manager offe rs a scalable solution for dynamic contact center enviro nments, providing skill-based routing, call treatment flexibility , real time displays, multimedia routing, comprehensive manageme nt and reporting tools, and a rich scripting langu age. For more information, [...]

Terms you should know 47 Goodbye key A fixed key us ed to end an active ca ll. Indicator An LCD or an LED that ind icates the s tatus of a featur e by the flash, wink, steady on, or of f. Information display Any display of call activity , list s, pr ompts, and status of calls. If the text message exceeds the disp lay area, a scroll arrow icon indic[...]

Terms you should know 48 Return to Queue on No Answer If a call is no t answered by the agen t, the call is sent back to the ACD queue and the agent’ s telephone is automatically placed in the Not Ready state. Ringback/ring tone A sound indicatin g that a call you have made is ringing at its destination. Ser vices key A fixed key used to acce ss [...]

Terms you should know 49 W aiting, All Lines Forwarded to : 6453, Do Not Dis turb On, Ring Again active, and Ringer is OFF . System or Switch Y our office communication system. Switchhook A button on which th e handset p resses down, disconnecting you r call when you replace the handset. The han dset (when lifted) releases the switchhook, and you e[...]

Terms you should know 50[...]

1 A About the IP Phone 1140E 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 3 6 Agent login 21 Answer ACD calls 27 Answer Agent 35 Answer Emergency 36 Attendant 45 AutoDial 45 B Basic features 7 C Call Agent 37 Call features 18 Contact your supervisor 32 Context-sensitive soft key s 10[...]

2 Expand key 12 F Feature display 46 Fixed key 46 Flexible Feature Code (FFC) 46 Flexible Feature Co de s 18 G Goodbye key 13, 47 H Headset key 12, 13 Hold key 12 I Indicator st atus 47 Information display 47 Interflow 38 Interrupted dial tone 47 L Line (DN) key 11 Local Area N etwork 7 Login with Agent ID and MQ A 2 3 M Message (Inbox) key 14 Mess[...]

3 N Navigation keys 12, 47 Night Service 38 Not Ready 31 O Observe 40 Off-hook 47 P Paging tone 47 Place or answer non-ACD calls 31 Q Quit/Stop key 13 R Ringback/ring tone 48 S Security featur es 18 Self-labeled line/pr ogrammable feature keys 11 Services key 14, 48 Shared Directory Nu mb e rs 48 Shift/Outbox key 14 Speaker ke y 12 Special dial ton[...]

4 T Telephone controls 15 Telephone display 15 U User Interface 49 V Volume control 11 Volume control bar 11[...]

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Norte l Communication Ser ver 1000 IP Phone 1165E Call Center User Guide www .nor tel.com Copyright © 2009- 2010, Nortel Networks. All Rights Reserved LEGAL NOTICE While the information in this document is belie ved to be accurate and reliable, except as otherwise expres sly agreed to in writing, NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT W[...]