Nortel NN43118-102 - Manuals

About the IP Phone 2007 9 Telephone controls Use the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume. Programmable line (DN)/feature soft keys are ...

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 — Language — Live Dialpad — Date/Time — Display diagnostics — Local DialPad Tone — Set Info — Diagnostics — Call Log Options ...

About the IP Phone 2007 13 Telephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/Navigation area Fig...

About the IP Phone 2007 14 Figure 3: IP Phone 2007 Application area Tools/Navigation area The Tools/Navigation area provides controls for navigating between features and selecting tools. It is visible and functional at all times. Figure 4 on page 14 shows the Tools/Navigation area Figure 4: IP Phone...

About the IP Phone 2007 15 The Tools/Navigation area has five main elements presented as touchable keys: Tap this icon to determine which external applications are registered (for example, My CallPilot), and launch them by tapping on the appropriate icon. Tap this icon to access the Telephone screen...

About the IP Phone 2007 16 Touch panel Use the touch panel to perform point-and-click operations on the IP Phone 2007. The touch panel is used with the graphical user interface (GUI) to present keys directly on the display. All line/DN keys, feature keys, and soft keys are activated by using the tou...

Enter and edit text 17 Enter and edit text Enter and edit text on the IP Phone 2007 using the following methods: • telephone dialpad • soft keys • pop-up keyboard • USB keyboard (optional) The use of any of these methods for text entry depends on the applica-tion. Table 1 shows the applications and ...

Enter and edit text 18 When entering IP addresses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and the telephone translates this to xxx.xxx.xxx.xxx. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory, Redial List,...

Enter and edit text 19 Enter text using the USB keyboard The USB keyboard, when connected, can be used to enter text in the tools and graphical applications. For number entry in telephone applications (for example, when dialing), the keyboard may be used to enter digits (0–9), as well as * and #. Ot...

Agent and Supervisor features 20 Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to enter an Au...

Agent and Supervisor features 21 Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (MQA) login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the option of adding a Supervisor ID and up to five Priority values. Choose one of the f...

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 options: • No Supervisor ID, No Priority • Supervisor ID, No Priority • No Supervisor ID, with Priority • Supervisor ID, with Priority Note: The system preve...

Agent and Supervisor features 23 To log in 1. Tap the Incalls soft key. 2. Choose one of the 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 # Supervis...

Agent and Supervisor features 24 Default Login When you always use the same telephone, use the Default Login to log in only one time at the beginning of a shift. The Default Login uses the login of the previous shift to enter the same ACD queues and with the same Supervisor. 3. Choose one of the fol...

Agent and Supervisor features 25 Agent Logout Log out of the system completely or temporarily (NotReady state). To log out 5. To join the ACD queue, choose one of the following: — Tap the Incalls soft key. — Tap the NotReady soft key. Choose one of the following: — To log out completely, press the M...

Agent features 26 Agent features The following sections describe features 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...

Agent features 27 To terminate the call Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call. A time interval is set by the system administrator between each incoming call. When calls come in, a short tone indicates the new call. The InCall soft key changes colo...

Agent features 28 Use Activity code You use Activity codes to record the types of activities performed. To 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 e...

Agent features 29 Use Emergency Use the Emergency feature to contact the supervisor immediately in an emergency situation. Use Not Ready Use the Not Ready feature to take the telephone out of the call queue while completing post-call work. 1. During an active call, tap the Emergency soft key. Note: ...

Agent features 30 Place or answer non-ACD calls Use this feature to place or answer calls on an individual line. To place a call To answer a call 2. To return to the queue, choose one of the following: — Tap the Incalls soft key — Tap the NotReady soft key. 1. Tap the individual DN soft key. 2. Use ...

Agent features 31 Contact the supervisor Use the Supervisor feature to talk to the supervisor in the following ways: • answer a call from the supervisor • answer a call from the supervisor while on another call • place a call to the supervisor • conference in the supervisor while on another call • t...

Agent features 32 To place a call to the supervisor To return to the ACD call To conference in the supervisor during a call in progress To transfer a call to the supervisor during a call in progress Tap the Supervisor soft key. Note: Calls are automatically put on hold when the Supervisor soft key i...

Supervisor features 33 Supervisor features The following sections describe features available to the Supervisor: • Answer Agent • Agent key • Answer Emergency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to re...

Supervisor features 34 Use Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each 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...

Supervisor features 35 Use Call Agent Use the Call Agent feature to contact an Agent. Use Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold. 1. Tap the Call Agent soft key. 2. Choose one of the following: — Tap a selected Agent soft ke...

Supervisor features 36 Use Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service To transition to Night Service To deactivate Night Service 1. Tap the Night Service soft key. 2. Press the 6 key (6 = N for Night) to go into Ni...

Supervisor features 37 Observe Use the Observe feature to monitor an agent in a call. Display Queue Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupi...

Supervisor features 38 • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue To display information on the ACD queue Figure 5: Current status of ACD queue Tap the Display Queue soft key. Information on the current ACD queue appears on the disp...

Supervisor features 39 Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor’s telephone. Figure 6: Current status of agents Tap the Display Agent soft key. The summary information displa...

Terms you should know 41 Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the AutoDial soft key for one-touch dialing. Communication Ser ver 1000 An office communication system. Copy key A soft key used to copy entries to your Perso...

Terms you should know 43 Message (Inbox) A soft key on your telephone that connects to your voice messaging system when the key is tapped. Message Waiting indicator/Incoming Call indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Meridian 1 An of...

Terms you should know 44 Programmable line (DN)/feature soft keys (self-labeled) The six soft 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 indicating that a call you have made is ringing at its dest...

Terms you should know 45 Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again Active, Ringer is OFF, and Line x Unavailable. System or Switch Your office communication system. Switchhook A button that the handset depresses, disconnecting your call when you replace the handset. When l...

Regulatory and safety information 48 Table lists EMC compliance for various jurisdictions. Table 7: Safety Other Safety Approvals: IEC 60950-1: ITE equipment - Safety - Part 1: General requirements Table 6: EMC Compliance Jurisdiction Standard Description United States FCC CFR 47 Part 15 Class B Emi...

Regulatory and safety information 49 Other US/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68 This equipment complies with the CE Marking requirements. Australia: AS/ACIF S004: Voice Frequency Performance Requirements for Customer EquipmentEU Countries: This device complies with the essen...

Index 51 Index A About the IP Phone 2007 7 Activity code 28 Agent and MQA login options 22 Agent and Supervisor features 20 Agent features 26 Agent key 34 Agent login 20 Agent logout 25 Answer ACD calls 26 Answer Agent 33 Answer Emergency 34 Attendant 41 AutoDial 41 B Basic features 7 C Calibrate th...

Index 52 M Meridian 1 43, 45 Message (Inbox) 43 Message waiting indicator 12, 43 More key 12, 43 Mute key 12, 43 N Navigation keys 9, 43 Night Service 36 Not Ready 29 O Observe 37 Off-hook 43 Outbox/Shift key 11, 43 P Paging tone 43 Place or answer non-ACD calls 30 Primary Directory Number 43 Progra...

Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide Copyright © 2005–2008 Nortel Networks. All Rights Reserved. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUM...