Nortel NN43112-107 - Manual

About the Nortel IP Phone 1120E 9 • Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series (Expansion Module) For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101). Figure 2 shows the IP Phone 11...

About the Nortel IP Phone 1120E 10 Table 1: Telephone controls Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature. When a triangle appears before a soft key label, the feature is active. Press the More key to access the ne...

About the Nortel IP Phone 1120E 13 When your IP Phone 1120E firmware is being updated, the blue Feature Status Lamp indicator flashes. Note: To find out if additional features are supported, contact your system administrator. Press the Copy key to copy entries to your Personal Directory from other l...

About the Nortel IP Phone 1120E 14 Press the Services key to open the Services menu, and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — Display diagnostics — Local Dialpad Tone — Set Info — Diagnostics — ...

About the Nortel IP Phone 1120E 15 Telephone display Your IP Phone 1120E has three display areas: • The upper display area provides labels for the four self-labeled line/programmable feature key labels. • The middle display area contains single-line information for items such as caller number, calle...

About the Nortel IP Phone 1120E 16 • The lower display area provides labels for the four context-sensitive soft keys. Figure 3 shows an idle LCD display screen. Figure 3: IP Phone 1120E LCD display screen

Agent and Supervisor features 17 Agent and Supervisor features This section describes the 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...

Agent and Supervisor features 18 For more information about Nortel Contact Center Manager, visit www.nortel.com . To log in as an agent: 1. Lift the handset. 2. Press the In-Calls key. 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID. 4. Press the # key. The phone goes ...

Agent and Supervisor features 19 Logging in using Multiple Queue Assignments (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 21 Using Default Login 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: or 3. Choose one of the following: — ...

Agent and Supervisor features 22 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 23 Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 23 • “Using Call Forcing” on page 24 • “Using Return to Queue on No Answer” on page 25 • “Using Activity code” on page 25 • “Using Emergency” on page 26 • “Using No...

Agent features 24 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 25 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 telephone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key. Using Ac...

Agent features 26 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use the Emergency feature: 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 i...

Agent features 27 Using Not Ready Use the Not Ready feature to take your telephone 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 ...

Agent features 28 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 28 • “To answer a call from your supervisor when on another call:” on page 28 • “To place a call to your supe...

Agent features 29 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 30 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 31 Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 32 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 33 • “Using Interflow” on page 33 • “Using Night Se...

Supervisor features 32 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 2 lists the four states of the LCD indicator....

Supervisor features 33 Using Call Agent Use the Call Agent feature to contact an agent. To use Call Agent: Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: 2. Press the Goodbye key to end the call. 1. Press t...

Supervisor features 34 Using 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: 2. Press the Interflow key again to deactivate the feature and resume normal call flow. 1. Press the Night Se...

Supervisor features 35 To deactivate Night Service: Observing a call Use the Observe feature to monitor an agent in a call. To observe a call: 1. Press the Night Service key. 2. Press the 3 key (3 = D for Day) to resume Day mode. The Night Service LCD flashes. New calls enter the queue. 1. Press the...

Terms you should know 37 Terms you should know Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number. The system must have CPND enabled. Categor y 5 (Cat5) Cable and associated connecting hardware capable of transmitting at speeds ...

Terms you should know 38 Director y Number (DN) A number consisting of one to seven digits for a telephone, and also known as an extension number. Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Feature Statu...

Terms you should know 39 Information line A one-line by 24-character area that displays date and time or application information. Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1120E that conn...

Terms you should know 41 releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call. User interface Screen displays that interact with the end user as a result of an action or event. Visual Alerter/Message Waiting indicator An LCD or an LED that flashes...

Index 43 Index A About the IP Phone 1120E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 32 Agent login 17 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32 B Basic features 7 C Call Agent 33 Call party information 37 Contact your...

Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Copyright © 2006–2007 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 t...