Nortel 2050 - Manual

IP Softphone 2050 overview 8 IP Softphone 2050 overview The IP Softphone 2050 is a business telephone application that you can use to make and take calls over your computer. Using a headset or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard,...

IP Softphone 2050 overview 9 — Shift (Outbox) — Services — Expand • Dedicated call processing keys: — Hold — Goodbye — Answer — Volume — Mute — Navigation — Message Waiting • User-selected ringer that lets the PC speakers or the headset ring for incoming calls • Choice of the following interfaces: —...

IP Softphone 2050 overview 10 • “Local Directory window” on page 10 • “Settings window” on page 10 • “System tray icon and menu” on page 10 • “i2050.exe application” on page 11 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature buttons, and call display. Us...

IP Softphone 2050 overview 11 i2050.exe application The i2050.exe application lets the IP Softphone 2050 communicate with the server. It launches when you 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...

IP Softphone 2050 Call Control window 15 Call Control window elements and functions Table 1 describes the elements and functions of the Call Control window. Table 1: IP Softphone 2050 components and functions (Part 1 of 3) Element Function Primary display To provide call information (such as Caller ...

IP Softphone 2050 Call Control window 17 Hot keys You can assign keyboard hot 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 you want to access: Butto...

IP Softphone 2050 Call Control window 18 4. Under Press a new shortcut key , enter the key combination—“Alt + Ctrl + V”, for example—that you want as your hot key. 5. Click Assign . Note: If the key combination is already taken, the previously assigned feature appears in the Shortcut currently used ...

IP Softphone 2050 Call Control window 21 Local Directory The IP Softphone 2050 Local Directory (Figure 6) lets you store as many phone directories on your computer as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcut links. Figure 6: Local Directory win...

IP Softphone 2050 Call Control window 22 The Shortcut Bar on the left side of the window lists all groups of shortcut links, including: • Local Directory—main directory contacts • Redial List—most recent calls made • Callers List—most recent calls received • Quick Dials—a built in group for selectin...

Agent and Supervisor features 25 Agent and Supervisor features This section describes login features common to the 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 feature keys Use these keys ...

Agent and Supervisor features 26 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, which 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 ...

Agent and Supervisor features 27 Logging in using Agent ID and Multiple Queue Assignments 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 a S...

Agent and Supervisor features 28 Logging in: No Supervisor 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: Supervisor...

Agent and Supervisor features 30 Using Default Login If you normally use the same telephone for each shift, 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 ...

Agent features 31 Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 31 • “Using Force Call” on page 32 • “Using Activity Code” on page 32 • “Using Emergency” on page 33 • “Using NotReady” on page 33 • “Answering or making non-ACD ca...

Agent features 32 • Click NotReady . (This removes you from the queue but keeps you logged in as an agent position.) • Wait for the caller to terminate the call . • On your PC keyboard, press F12 . Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. Your system...

Agent features 33 To record an activity, do the following: 1. When the Activity indicator flashes, click Activity . 2. Use the keypad to enter the activity code. 3. Click Activity again. If performing multiple tasks, repeat steps 1 through 3. Using Emergency Use the Emergency feature to contact your...

Agent features 34 Answering or making non-ACD calls Use the non-ACD calls feature to receive and place calls using your individual line. The indicator remains lit while the call is active. Placing a call 1. Click your individual DN key . 2. Use the keypad to dial the telephone number. Answering a ca...

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 supervisor: 1. Click Supervisor . Calls are automatically put on hold when using Supervisor . 2. To return to t...

Supervisor features 36 Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 36 • “Using Agent key” on page 37 • “Using Answer Emergency” on page 37 • “Using Call Agent” on page 38 • “Using Interflow” on page 38 • “Using N...

Supervisor features 37 Using 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 when used with the Call Agent or Observe Agent key. To activate the Agent feature: 1. Click Call Agent or Observe Agent ...

Supervisor features 38 Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC displays a list of Agents who have pressed Emergency. Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do th...

Supervisor features 39 Activating Night Service To activate Night Service, do the following: 1. Click Night . 2. Click the 6 key (N for Night) to go into Night Service. Transitioning to Night Service To transition into Night Service, do the following: 1. Click Night . 2. Click the 8 key (T for Trans...

Supervisor features 40 3. To terminate the observation, click Observe . Using Display Agent Status Use the Display Agent feature to view a summary of current status for all agents that have an agent Position ID key assigned on the Supervisor’s telephone. See Figure 8 below. Click Display Agent . The...

Supervisor features 41 Using Display Queue Use the Display Queue feature to view the status of all calls waiting in the queue. To activate Display Queue , click Display Queue . Your queue status appears in the display area of the Call Control window. See Figure 9 below. Figure 9: Display Queue To vi...

Index 43 Index A Activity Code, 32Agent ID, 27Agent, 37Answer Agent, 36Answer Emergency, 37Answer, 16 C Call Agent, 38Call Control Window 1140 skin, 13Compact Skin, 14 Copy, 15CS 1000 Directory, 23 D Default Login, 30Dialpad, 16Directory, 17Display Agent, 40Display Queue, 41 E Emergency, 33Expand, 1...

Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright © 2007 Nortel Networks. All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to ...