Nortel NN-10300-053 - Manual

IP Softphone 2050 overview 7 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 8 — 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 9 • “Local Directory window” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on page 9 • “i2050.exe application” on page 10 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature buttons, and call display. Use th...

IP Softphone 2050 overview 10 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 14 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 16 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 17 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 20 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 21 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 24 Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor. Common features are as follows. • “Line and feature keys” on page 24 • “Logging in an Agent” on page 24 • “Logging in with Agent ID and Multiple Queue ...

Agent and Supervisor features 25 To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to enter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state. 4. Click InCalls to join the ACD q...

Agent and Supervisor features 26 Login Option entries The login options require the following entries: • A four-digit Agent ID • A Supervisor ID (if your queue requires one) • Up to five ACD DNs and priority values (if priority values are being used), terminated by ##. Logging in: No Supervisor ID, ...

Agent and Supervisor features 27 Logging in: No Supervisor ID, With Priority To log in using the No Supervisor ID, With Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial Priority 1 #. 5. Dial ACD DN 2 # . 6. Dial Priority 2 #. 7. Dial ACD DN 3 # . 8. Dial Priority...

Agent and Supervisor features 28 12. Dial ACD DN 5 # . 13. Dial Priority 5 ## . Click InCalls or NotReady to enter the ACD queue. Note: To choose the default Priority or Supervisor ID, enter # instead of a Priority entry or a Supervisor ID entry (the Priority or Supervisor ID for your set is used). ...

Agent features 29 Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 29 • “Using Force Call” on page 30 • “Using Activity Code” on page 30 • “Using Emergency” on page 31 • “Using NotReady” on page 31 • “Answering or making non-ACD ca...

Agent features 30 • 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. Note: Your ...

Agent features 31 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active. To use the Emergency feature, do the following: 1. During an active call, click Emergency . When the sup...

Agent features 32 Contacting your supervisor Use the Supervisor feature to do the following: • Answer a call from your supervisor • Answer a call from your supervisor when on another call • Place a call to your supervisor • Conference in your supervisor when on another call • Transfer a call to your...

Supervisor features 34 Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 34 • “Using Agent key” on page 34 • “Using Answer Emergency” on page 35 • “Using Call Agent” on page 36 • “Using Interflow” on page 36 • “Using N...

Supervisor features 35 To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agent status indications. Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation. Your status changes to NotReady and th...

Supervisor features 36 Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent . 2. Click a selected Agent key or dial the agent’s Position ID. 3. To end the call, click Goodbye . Using Interflow Use the Interflow feature ...

Supervisor features 37 Transitioning to Night Service To transition into Night Service, do the following: 1. Click Night . 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive ni...

Supervisor features 38 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 summary information appears for 12 seconds or un...

Supervisor features 39 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 41 Index A Activity Code, 30Agent ID, 24, 26Agent Login, 24Agent, 34Answer Agent, 34Answer Emergency, 35Answer, 15Automatic Call Distribution (ACD),24 C Call Agent, 36Call Control Window 1140 skin, 12Compact Skin, 13 Copy, 14CS 1000 Directory, 22 D Default Login, 28Dialpad, 15Directory, 16Disp...

Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright © 2006 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 ...