Nortel NN43113-105 - Manual

About the Nortel IP Phone 1140E 10 Telephone controls This section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key c...

About the Nortel IP Phone 1140E 13 When a message is waiting, the red Visual Alerter/Message Waiting indicator flashes. Also, when the ringer sounds, this indicator flashes. When your IP Phone 1140E firmware is being updated, the blue Feature Status Lamp indicator flashes. Note: To find out if addit...

About the Nortel IP Phone 1140E 14 Press the Directory key to access directory services. 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 diagno...

About the Nortel IP Phone 1140E 15 • Password Admin: — Station Control Password The Password Admin menu is not available on all IP Phone 1140E sets. Consult your system administrator. • Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network D...

About the Nortel IP Phone 1140E 16 Telephone display The IP Phone 1140E has three display areas: • The upper display area provides labels for the six self-labeled line/programmable feature key labels. • The middle display area contains single-line information for items such as caller number, caller ...

Agent and supervisor features 17 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 18 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 19 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 21 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 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 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 26 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 27 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 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 while on another call:” on page 28 • “To place a call to your sup...

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 34 • “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 1 lists the four states of the LCD indicator....

Supervisor features 33 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 34 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 35 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 36 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 37 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 38 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. Displaying agent status Use the Display Agent feature to view a summary of current status for all agents ...

Supervisor features 39 To display agent status: Figure 5: Current status of agents Press the Display Agent key. The summary information displays for twelve seconds or until another feature key is pressed, as shown in Figure 5. Agent positions in the Not Ready state are counted as busy on either ACD ...

Terms you should know 41 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 42 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 43 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 44 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 45 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...

Index 47 Index A About the IP Phone 1140E 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 Attendant 41 AutoDial 41 B Basic features 7 C Call Agent 33 Contact your ...

Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Copyright © 2005–2007 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...