Nortel NN43119-100 - Manual

Contents 12 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call Control wind...

IP Softphone 2050 overview 15 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 17 • Always-on-top option that keeps the Call Control window on top of all other open applications Components The IP Softphone 2050 supports six main components: • “Call Control window” on page 17 • “Local Directory window” on page 17 • “Settings window” on page 17 • “Syst...

IP Softphone 2050 overview 18 For more information about the Settings window, consult the IP Softphone 2050 User Guide (NN43119-101). System tray icon and menu You can right-click the IP Softphone 2050 system tray icon—located at the right side of the Windows taskbar at the bottom of your screen—to ...

IP Softphone 2050 Call Control window 19 IP Softphone 2050 Call Control window The IP Softphone 2050 Call Control window supports the 1100 theme—designed to look and feel like the desktop IP Phone 1100 series—as well as an additional two compact themes, available in black and silver. The IP Softphon...

IP Softphone 2050 Call Control window 22 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 4) Element Function Primary display To provide call information (such as Caller ...

IP Softphone 2050 Call Control window 25 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. Click the Menu button. 2. Select File > Settings > Hot Keys. 3. Choose the feature group that...

IP Softphone 2050 Call Control window 26 To assign a hot key, you can enter any keyboard key combination except for the following: • A to Z • Shift-A to Shift-Z • Alt-A to Alt-Z • 0 to 9 • Alt+0 to Alt+9 • Asterisk (*) • Number sign (#) • Up, down, left, and right arrow keys • Shift+Up, Shift+Down •...

IP Softphone 2050 Directories 28 IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing contacts: the Local Directory, stored on your local hard drive, and the CS 1000 Directory, stored on your server. • “Local Directory” on page 28 • “CS 1000 Director...

IP Softphone 2050 Directories 29 Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control window, click the Menu button. 2. Select View > Local Directory . 3. Select one of the following: — On the Shortcut Bar, select Directories > Local Director...

Agent and Supervisor features 32 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 3: Line and feature keys Use these keys ...

Agent and Supervisor features 33 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 34 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 35 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 37 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 38 Agent features The following sections describe features that are available to agents: • “Incoming Call Notification” on page 38 • “Incoming Call Notification” on page 38 • “Using Force Call” on page 39 • “Using Activity Code” on page 40 • “Using Emergency” on page 41 • “Using NotRe...

Agent features 39 Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/feature keys (see Figure 3 on page 32). Answering a call The indicator next to the InCalls key flashes on inc...

Agent features 40 When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes to your agent position. To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls . Using Activity Code Use the Acti...

Agent features 41 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 42 Using SAVE key Use the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operations - If the SAVE key is clicked during...

Agent features 43 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. The NotReady indicator remains lit as long as the feature is active. Note: If you don’t activate Make Set Busy or Not Ready , the system will continue to direct cal...

Agent features 44 Answering a call from your supervisor When the indicator next to the Supervisor key flashes, click Supervisor . The indicator remains lit as long as the call remains active. Answering a call from your supervisor when on a call Answering a call from your supervisor when on another c...

Supervisor features 45 Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 45 • “Using Agent key” on page 46 • “Using Answer Emergency” on page 46 • “Using Call Agent” on page 47 • “Using Interflow” on page 47 • “Using N...

Supervisor features 46 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 47 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 48 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 49 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 4 below. Click Display Agent . The...

Supervisor features 50 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 5 below. Figure 5: Display Queue To vi...

Index 53 Index A Activity Code, 40Agent ID, 34Agent, 46Answer Agent, 45Answer Emergency, 46Answer, 23 C Call Agent, 47Call Control Window 1140 skin, 20Compact Skin, 21 Copy, 22CS 1000 Directory, 30 D Default Login, 37Dialpad, 24Directory, 24Display Agent, 49Display Queue, 50 E Emergency, 41Expand, 2...

Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright © 2002-2010 Nortel Networks. All rights reserved. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing, NORTEL PROVIDES THIS ...