Nortel 1165E - Manual

About the Nortel IP Phone 1165E 10 Telephone controls Figure 1 on page 10 shows the IP Phone 1165E. Figure 1: IP Phone 1165E This section describes the controls on your IP Phone 1165E. Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the a...

About the Nortel IP Phone 1165E 14 Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features. Note: This function is not available on all phones; consult your system administrator. Press the Message/Inbox key to access your voice mailbox. Note:...

About the Nortel IP Phone 1165E 15 Telephone display The IP Phone 1165E has a 4.1 inch (diagonal 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 three display areas: • Th...

About the Nortel IP Phone 1165E 17 Figure 3 on page 17 shows an idle LCD screen. Figure 3: IP Phone 1165E LCD display screen USB support The IP Phone 1165E has a USB port for connecting a USB keyboard, USB mouse, USB headset, and USB flash drive. The IP Phone 1165E supports powered downstream 1.1-co...

About the Nortel IP Phone 1165E 18 Call features and Flexible Feature Codes Some features are not available on all IP Phones. Call features and Flexible Feature Codes (FFC) must be assigned to your IP Phone 1165E, and supported by system software. Contact your system administrator to configure these...

About the Nortel IP Phone 1165E 20 To turn Password Protection on or 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 soft key. 5. P...

Agent and supervisor features 21 Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor. Depending on your system configuration, choose from the following methods of logging in and out: • “Logging in without Agent ID (for basic ACD...

Agent and supervisor features 22 assigned to you, the display screen prompts you to enter a four-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment. For more information about Nortel Contact Center Manager, v...

Agent and supervisor features 23 Logging in using Multiple QueueAssignments (for Basic ACD) If your configuration uses Multiple Queue Assignment (MQA), use the following procedure. MQA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the option of adding ...

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 place you in the same ACD queues with the same supervisor. To use Default Login...

Agent and supervisor features 26 Logging out You can log out of the system completely or temporarily (Not Ready state). To log out: 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, p...

Agent features 27 Agent features The following sections describe features that are available to agents: • “Answering ACD 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 No...

Agent features 28 To terminate the call: Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call. A time interval is configured by your system administrator between each incoming call. Note: You cannot use both Call Forcing and Return To Queue on No Answer at th...

Agent features 29 To enable Call Forcing for headset users: Using Return to Queue on No Answer If a call is not answered, the call is sent back to the ACD queue, and the your IP Phone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key. Using Act...

Agent features 30 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use Emergency: 3. Press the Activity key. If you are performing multiple tasks, repeat steps 1 and 2. Note: If configured, you can enter Activity Codes while in the Not Re...

Agent features 31 Using Not Ready Use the Not Ready feature to take your IP Phone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy or Not Ready , callers will continue to be directed to your phone. To use Not Ready: Placing or answering non-ACD calls U...

Agent features 32 To answer a call: Contacting your supervisor • Use the Supervisor feature to talk to your supervisor in the following ways: • “To answer a call from your supervisor:” on page 32 • “To answer a call from your supervisor while on another call:” on page 32 • “To place a call to your s...

Agent features 33 To place a call to your supervisor: To return to the ACD call: To conference in your supervisor during a call in progress: 1. Press the 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 ...

Agent features 34 To transfer a call to your supervisor during a call in progress: 1. Press the Supervisor key. 2. When your supervisor answers, press the Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. Supervisor Supervisor (Goodbye)

Supervisor features 35 Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 35 • “Using the Agent key” on page 36 • “Using Answer Emergency” on page 36 • “Using Call Agent” on page 37 • “Using Interflow” on page 38 • “Using Night Se...

Supervisor features 36 Using the 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 along with the Call Agent or Observe Agent keys. Table 1 lists the four states of the LCD indicator....

Supervisor features 37 To use Answer Emergency: Using Call Agent Use the Call Agent feature to contact an Agent. To use Call Agent: 1. When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the person contacting you displays on your IP Phone. N...

Supervisor features 38 Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service: ...

Supervisor features 39 To transition to Night Service: To deactivate Night Service: 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...

Supervisor features 40 Observing a call Use the Observe feature to monitor 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. To observe a call:. 1. Press the Observe k...

Supervisor features 41 Displaying the 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 occupied for the queue • the length of time that the oldest ca...

Supervisor features 42 Figure 4: Current status of ACD queue The LCD indicator beside the Display 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. Table 2: States of LCD indicator (Part 1 of 2) Indicator Queue stat...

Supervisor features 43 Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s IP Phone. To display agent status: Fast flashing Overloaded There are too many calls in this queue. New calls...

Terms you should know 45 Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the AutoDial key for one- touch dialing. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone n...

Terms you should know 46 Contact Center Manager Nortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a ric...

Terms you should know 47 Goodbye key A fixed key used to end an active call. Indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Information display Any display of call activity, lists, prompts, and status of calls. If the text message exceeds the...

Terms you should know 48 Return to Queue on No Answer If a call is not answered by the agent, 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 indicating that a call you have made is ringing at its destination...

Terms you should know 49 Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF. System or Switch Your office communication system. Switchhook A button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when l...

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