Nortel 1140E User guide
Nortel 1140E offers a wide range of features to enhance your communication experience. With 6 self-labeled line/programmable feature keys and 4 context-sensitive soft keys, you can easily access frequently used functions. The high-resolution LCD display provides clear visuals, and the built-in speakerphone ensures crystal-clear audio.
Quảng cáo
Quảng cáo
Title page
Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide
Revision history
Revision history
June 2010
Standard 04.01. This document is up-issued to support
Communication Server 1000 Release 7.0.
May 2009
Standard 03.01. This document is up-issued to support
Communication Server 1000 Release 6.0.
April 2008
Standard 02.01. This document is up-issued to support
Communication Server 1000 Release 5.5 for UNIStim 3.0.
May 2007
Standard 01.01. This document is up-issued to support
CS 1000 Release 5.0. This document reflects the new document number.
February 2006
Standard 3.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
January 2006
Standard 2.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
November 2005
Standard 1.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
3
Revision history
4
Contents
Contents
About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 18
Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 18
Logging in with Agent ID (for Basic
ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 18
Logging in using Multiple Queue
Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 20
Logging in with an Agent ID and MQA login options . . . . 20
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 26
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 28
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Record On Demand key . . . . . . . . . . . . . . . . . . . . 31
Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
5
Contents
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
6
About the Nortel IP Phone 1140E
About the Nortel IP Phone 1140E
The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.
In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. Figure 1 shows self-labeled line/programmable feature keys and context-sensitive soft keys.
Figure 1: Self-labeled line/programmable feature keys and context-sensitive soft keys
Basic features
Your IP Phone 1140E supports the following features:
• six self-labeled line/programmable feature keys with labels and indicators
• four context-sensitive soft keys
7
About the Nortel IP Phone 1140E
For information about the context-sensitive soft keys, see Features and
Services Fundamentals - Book 2 of 6 (NN43001-106_B2).
Note: Some IP Phone 1140E phones are not configured to support soft key functionality. Consult your system administrator.
• graphical, high-resolution LCD display, backlit, with adjustable contrast
• high-quality speaker phone
• volume control keys for adjusting ringer, speaker, handset, and headset volume
• six specialized feature keys:
— Quit
— Directory
— Message/Inbox
— Shift/Outbox
— Services
— Copy
• six call-processing fixed keys:
— Mute
— Handsfree
— Goodbye
— Expand
— Headset
— Hold
• gigabit Ethernet ports
• built-in gigabit Ethernet switch for shared PC access
• headset jack with an On/Off key
• USB port to support a keyboard or mouse. Powered downstream 1.1compliant USB hubs are supported, including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.
• automatic network configuration
• Graphical XAS
8
About the Nortel IP Phone 1140E
• hearing aid compatibility
• wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway
(Headset Profile, Bluetooth Power Class 2)
• 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 1140E.
Figure 2: IP Phone 1140E
9
About the Nortel IP Phone 1140E
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 caps, for example, (Services).
Fwd
Fwd
More
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 next layer of soft keys (self-labeled).
AutoAns Z
The keys on either side of the LCD display area are self-labeled line/programmable feature keys , with labels on the LCD. These keys also function as line (DN) keys.
A steady LCD light beside a line (DN) key indicates that the line is active. A flashing
LCD indicates the line is on hold or the feature is being programmed.
Throughout this document, the ACD line key is indicated by the line number 2260. The
ACD line number that appears on your phone can be a different number.
A steady LCD light beside a feature key indicates that the feature is active. A flashing
LCD light indicates that the feature is being programmed.
10
About the Nortel IP Phone 1140E
(Volume +)
(Volume -)
Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and press the bottom button to decrease volume.
(Mute)
(Handsfree)
Your Mute key functionality is enabled or disabled by your system administrator.
Contact your system administrator to determine if your Mute key is enabled.
If your Mute key is enabled, press the Mute key to listen to the receiving party without transmitting your voice. Press the Mute key again to return to two-way conversation.
If your Mute key is not enabled, pressing the
Mute key places the call on hold. Press the
Mute key again to restore the active call or press the line key to restore the active call.
You cannot retrieve this call from hold by pressing the Hold key.
Note: The Mute LED indicator, located on the Mute key, flashes to indicate that the microphone is muted.
Press the Handsfree key to activate handsfree.
Note: The Handsfree LED indicator, located on the Handsfree key, lights to indicate when handsfree is active.
11
About the Nortel IP Phone 1140E
(Hold)
(Expand)
(Headset)
Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements.
Use Up and Down to scroll up and down in lists, and the Left and Right keys to position the cursor. In some dialog boxes that appear on your phone, you can also use the Left and
Right keys to select editable fields; press the
Right key to select the field below the current selection, or the Left key to select the one above.
Use the Enter key, at the center of the
Navigation key cluster, to confirm menu selections.
In most menus, you can use the Enter key instead of the Select soft key.
Press the Hold key to put an active call on hold. Press the Hold key again or tap the flashing line (DN) soft key to return to the caller on hold.
Use the Expand key to access external server applications.
Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset.
The Headset LED indicator, located on the
Headset key, lights to indicate that the headset is in use.
12
(Headset)
(Headset)
(Goodbye)
(Copy)
About the Nortel IP Phone 1140E
Press the Headset key twice to open the
Bluetooth Setup menu.
If Bluetooth wireless technology is not enabled on your phone, this menu is not available.
For information about installing a Bluetooth wireless technology headset, see the
IP Phone 1140E User Guide .
Use the Goodbye key to terminate an active call.
When a message is waiting, or there is an incoming call, the red Message
Waiting\Incoming Call Indicator LED at the top center of the IP Phone flashes. The flash cadence for each alert is different.
Note: You may also hear an audio
Message Waiting Indicator (stutter or beeping dial tone) when you go off-hook.
When your IP Phone 1140E 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 lists, such as the Callers List, Redial List, and Corporate
Directory.
13
About the Nortel IP Phone 1140E
(Quit)
(Shift/Outbox)
(Msg/Inbox)
(Directory)
Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key does not affect the status of active calls.
Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features.
Note: This function is not available on all phones; consult your system administrator.
Press the Message/Inbox key to access your voice mailbox.
Note: This function is not available on all phones; consult your system administrator.
Press the Directory key to access directory services.
14
About the Nortel IP Phone 1140E
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
— Call Log Options
— Ring type
— Call Timer
— On hook default path
— Change Feature Key Label
— Name Display Format
— LiveDialpad
— Caller ID display order
— Normal mode indication
15
About the Nortel IP Phone 1140E
(Services)
(continued)
• 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
Diagnostics Utilities to perform Internet diagnostics.
• Virtual Office Login and Virtual Office
Logout (if Virtual Office is configured)
• Test Local Mode and Resume Local
Mode (if Media Gateway 1000B is configured)
Press the Services key to exit from any menu or menu item.
Press the Services key twice to access the
Local Tools menu, and use the navigation keys to access the following items:
• 1. Preferences
• 2. Local Diagnostics
• 3. Network Configuration
• 4. Lock Menu
If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password, contact your system administrator. Your system administrator can establish a password for the Local Tools menu.
16
About the Nortel IP Phone 1140E
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 name, Call Timer, feature prompt strings, user-entered digits, date and time information, and IP Phone information.
• The lower display area provides labels for the four context-sensitive soft keys.
Figure 3 shows an idle LCD screen.
Figure 3: IP Phone 1140E LCD display screen
17
Agent and supervisor features
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)” on page 18
• “Logging in with Agent ID (for Basic ACD or Contact Center
Manager)” on page 18
• “Logging in using Multiple Queue Assignments (for Basic ACD)” on page 20
• “Logging out” on page 23
CAUTION
When logged on, you are placed into the queue for incoming calls. If you are unavailable or away from your phone, activate Make Set Busy or Not Ready to prevent callers from being directed to your phone.
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.
MakeSetBsy
1. Press the Make Set Busy key.
Logging in with Agent ID (for Basic
ACD or Contact Center Manager)
If your ACD configuration uses Agent ID, which is often the case if you share your phone with another person, use the following procedure to log in to an Automatic Call Distribution (ACD) queue. If an Agent ID is
18
Agent and supervisor features 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, visit www.nortel.com
.
To log in as an agent:
1. Lift the handset.
2260
2260 or
NotReady
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 into a
Not Ready state.
5. To join the ACD queue, choose one of the following:
— Press the In-Calls key.
— Press the NotReady key.
19
Agent and supervisor features
(Headset)
(Services)
6. If you use a headset and Handset On-
Hook Means Log out (HOML) is configured to No by your administrator, then do the following: a. Press the Headset key and replace the handset in the cradle to receive calls on your headset.
b. Press the Services key. Change the
On-hook default path to Headset
Enabled .
Note: If HOML is configured to Yes , replace the handset to log out of the queue.
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 a
Supervisor ID and up to five Priority values.
Choose one of the following login procedures:
• “Logging in with an Agent ID and MQA login options” on page 20
• “Using Default Login” on page 22
Logging in with an Agent ID and MQA login options
To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 21.
Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID).
20
Agent and supervisor features
The login options require the following entries in sequential order:
1. a four-digit Agent ID
2. a Supervisor ID (if your queue requires one)
3. up to five ACD DNs and Priority values (if Priority values are being used) terminated by # #
To log in:
2260
1. Press the In-Calls key.
No Supervisor ID, No Priority
Supervisor ID, No Priority
2. Choose one of the following four login options:
— For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 #
ACD DN 2 # ACD DN 3 # ACD DN 4
# ACD DN 5 # #.
— For Supervisor ID, No Priority, dial your Agent ID # Supervisor ID #
ACD DN 1 # ACD DN 2 #
ACD DN 3 # ACD DN 4 #
ACD DN 5 # #.
No Supervisor ID, With Priority
Supervisor ID, With Priority
— For No Supervisor ID, With Priority, dial your Agent ID # ACD DN 1 #
Priority 1 # ACD DN 2 # Priority 2 #
ACD DN 3 # Priority 3 # ACD DN 4 #
Priority 4 # ACD DN 5 Priority 5 # #.
— For Supervisor ID, With Priority, dial your Agent ID # Supervisor ID #
ACD DN 1 # Priority 1 # ACD DN 2 #
Priority # 2 ACD DN 3 # Priority 3 #
ACD DN 4 # Priority 4 #
ACD DN 5 # Priority 5 # #.
Note: To choose the default Priority value or Supervisor ID, enter # .
21
Agent and supervisor features
2260 or
NotReady
3. Choose one of the following:
— Press the In-Calls key.
— Press the NotReady key to enter the
ACD queue.
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:
1. Lift the handset.
2260
2. Press the In-Calls key.
3. When “Enter Agent ID” appears on the screen, use the dialpad to enter your ID.
4. Choose one of the following:
— If your queue requires a Supervisor
ID, press the # key three times.
— If your queue does not require a
Supervisor ID, press the # key two times.
22
Agent and supervisor features
2260 or
NotReady
5. To join the ACD queue, choose one of the following:
— Press the In-Calls key.
— Press the NotReady key.
Logging out
You can log out of the system completely or temporarily (Not Ready state).
To log out:
MakeSetBusy or
NotReady
Choose one of the following:
— To log out completely, press the
MakeSetBusy key.
— To log out temporarily, press the
NotReady key.
Note: If you press the MakeSetBusy key while on an ACD call, you log out automatically when the call finishes.
23
Agent features
Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 24
• “Using Call Forcing” on page 25
• “Using Return to Queue on No Answer” on page 26
• “Using Activity code” on page 26
• “Using Emergency” on page 27
• “Using Not Ready” on page 28
• “Placing or answering non-ACD calls” on page 28
• “Contacting your supervisor” on page 29
Answering ACD calls
Use the In-Calls key to answer the next queued ACD call on the primary
DN. The In-Calls key is located in the lower right area of the self-labeled line/programmable feature keys.
To answer the call:
2260
When the LCD next to the In-Calls key flashes, press the In-Calls key.
Note: The LCD remains lit as long as you are on the call.
24
Agent features
To terminate the call:
(Goodbye) or
2260 or
2498 or
Not Ready
Choose one of the following:
— Press the Goodbye key.
— Press the In-Calls key.
— Press the individual DN line key (this removes you from the queue).
— Press the Not Ready key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller 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 the same time.
A short tone indicates a new incoming call. The In-Calls indicator lights continuously, and the ACD call automatically goes to your agent position.
Pressing the In-Calls key while call forcing (Auto Answer) is active disconnects an active ACD call.
CAUTION
If you are away from your phone and Call Forcing is enabled, remember to log out or activate Not Ready.
Otherwise, callers continue to be connected to your phone. Because you are not at your desk, callers hear only the background noise in your work space, until they hang up.
25
Agent features
To enable Call Forcing for headset users:
1. Log in.
2. Replace the handset.
(Services)
3. Press the Services key. Configure the
On-hook default path to Headset
Enabled .
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 Activity code
Use Activity code to record the types of activities you are performing.
To record activities:
Activity
1. When the Activity LCD indicator is flashing, press the Activity key.
2. Use the dialpad to enter the Activity code.
26
Agent features
Activity
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 Ready state and run Not Ready Reason Codes by Agent report in Contact Center
Manager Administration to track Not
Ready time.
Using Emergency
Use the Emergency feature to contact your supervisor immediately in an emergency situation.
To use Emergency:
Emergency
Emergency
1. During an active call, press the
Emergency key.
Note: The Emergency LCD remains lit as long as the feature is active.
When the supervisor answers, a threeway call commences with you, your supervisor, and the caller.
2. Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor.
27
Agent features
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:
NotReady
2260 or
NotReady
1. Press the NotReady key to temporarily log out of the system.
Note: The NotReady LCD remains lit as long as the feature is active.
2. To return to the queue, choose one of the following:
— Press the In-Calls key
— Press the NotReady key.
Placing or answering non-ACD calls
Use this feature to place and receive calls on your individual line.
To place a call:
2498
1. Press your individual DN key.
2. Use the dialpad to dial the phone number.
Note: The LCD remains lit as long as you are on the call.
28
Agent features
To answer a call:
2498
When the LCD next to your individual
DN key flashes, press the DN key.
Note: The LCD remains lit as long as you are on the 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 29
• “To answer a call from your supervisor while on another call:” on page 29
• “To place a call to your supervisor:” on page 30
• “To conference in your supervisor during a call in progress:” on page 30
• “To transfer a call to your supervisor during a call in progress:” on page 31
To answer a call from your supervisor:
Supervisor
When the LCD next to the Supervisor key flashes, press the Supervisor key.
Note: The LCD remains lit as long as you are on the call.
To answer a call from your supervisor while on another call:
Supervisor
The LCD next to the Supervisor key flashes and a buzzer sounds.
29
Agent features
1. Press the Hold key to put the current call on hold.
(Hold)
Supervisor
2. Press the Supervisor key.
Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.
To place a call to your supervisor:
Supervisor
Press the Supervisor key.
Note: Calls are automatically put on hold when you use the Supervisor key.
To return to the ACD call:
2260
Press the In-Calls key.
To conference in your supervisor during a call in progress:
Supervisor
Supervisor
1. Press the Supervisor key to talk privately with your supervisor.
2. Press the Supervisor key again for a conference call with you, your supervisor, and the other caller.
30
Agent features
To transfer a call to your supervisor during a call in progress:
Supervisor
1. Press the Supervisor key.
Supervisor
2. When your supervisor answers, press the Supervisor key again.
3. Press the Goodbye key to terminate your access to the call.
(Goodbye)
Using Record On Demand key
If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation.
Press the ROD key to start or stop the call recording. This key is associated with the active user ID and is displayed only if a call is active.
The ROD key blinks while it is connecting to the call recording application, and is lit when the call is recording.
The ROD key is displayed in the following scenarios:
• Normal operation - Press the ROD key during an active call to record the call.
• Call Recording (CR) application in ROD Mode - Press the ROD key during an active call to record the call
• Bulk Recording - For an active call or unregistered DN/Position ID, call recording is initiated even though the ROD key is not pressed..
1. Press the ROD key during an active call.
2. To stop the call recording, press the
ROD key again.
31
Agent features
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 pressed during an active call, the call is saved.
• CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call. If the SAVE key is pressed, then the call is not saved.
• CR application in Bulk Record + Delete everything mode - Recorded conversation is deleted at the end of the call. If the SAVE key is pressed, then the call is saved.
The SAVE key lamp status depends on the status of the call recording. If the call is to be saved, then the lamp is lit..
1. Press the ROD key during an active call.
2. To stop the call recording, press the
ROD key again.
3. Press the SAVE key to save the conversation.
32
Supervisor features
Supervisor features
The following sections describe features available to the supervisor:
• “Using Answer Agent” on page 33
• “Using the Agent key” on page 34
• “Using Answer Emergency” on page 34
• “Using Call Agent” on page 35
• “Using Interflow” on page 36
• “Using Night Service” on page 36
• “Observing a call” on page 38
• “Displaying the queue” on page 39
• “Displaying agent status” on page 40
Using Answer Agent
Use the Answer Agent feature to receive calls from agents in a nonemergency situation.
To use Answer Agent:
AnsAgent
1. When the LCD next to the Answer Agent key flashes, press the Answer Agent key.
Note 1: The Agent ID of the person contacting you displays on your IP
Phone.
Note 2: The LCD remains lit as long as you are on the call, and your status is displayed as NotReady. If configured, your status is displayed as Not Ready in
Contact Center Manager Administration
Real Time Display.
33
Supervisor features
2. Press the Goodbye key to end the call.
(Goodbye)
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.
Table 1: Agent’s status
LCD display
Off
On
Slow Flashing
Fast Flashing
Description
Agent is not logged in.
Agent is logged in but is either NotReady or on a call.
Agent is waiting for an ACD call.
Agent is on a non-ACD call.
Using Answer Emergency
Use the Answer Emergency feature to receive calls from agents in an emergency situation.
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.
34
Supervisor features
To use Answer Emergency:
AnsEmerg
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.
Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready.
2. Press the Goodbye key to end the call.
(Goodbye)
Using Call Agent
Use the Call Agent feature to contact an Agent.
To use Call Agent:
CallAgt
1. Press the Call Agent key.
AgentKey or
2. Choose one of the following:
— Press a selected Agent key.
— Dial the agent’s Position ID.
35
Supervisor features
3. Press the Goodbye key to end the call.
(Goodbye)
Using Interflow
Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.
To use Interflow:
Interflow
Interflow
1. Press the Interflow key.
Note: The Interflow LCD flashes while the feature is active.
2. Press the Interflow key again to deactivate the feature and resume normal call flow.
Using Night Service
Use the Night Service feature to define how calls are handled outside of business hours.
To activate Night Service:
NightSvc
1. Press the Night Service key.
36
Supervisor features
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.
To transition to Night Service:
NightSvc
1. Press the Night Service key.
2. Press the 8 key (8 = T for Transition) to activate Transition mode.
The Night Service LCD flashes. All calls in the queue remain in the queue and new calls receive Night Service.
To deactivate Night Service:
NightSvc
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.
37
Supervisor features
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: .
Observe
1. Press the Observe key.
Agentkey or
2. Choose one of the following:
— Press a selected Agent key.
— Dial the agent’s Position ID.
RAG
CallAgt
Observe
3. Choose one of the following:
— Press the Ring Agent key creating a three party call, so that you can break in to the call, and speak to both the caller and the agent.
— Press the Call Agent key to talk to the agent you are monitoring.
— Proceed to step 4.
4. Press the Observe key to terminate the observation.
38
Supervisor features
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 call has waited in the queue
• the number of calls that have been overflowed into the queue
To display information on your ACD queue:
DisplayQue
Press the Display Queue key.
Information on your current ACD queue appears on the display.
Figure 4 shows the ACD queue status.
Figure 4: Current status of ACD queue
Calls waiting
Number of manned positions
WAITING MAND LWAIT TOFQ
12 9 0:20 0
Calls time overflowed into this queue
Length of time first call has waited
39
Supervisor features
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.
Table 2: States of LCD indicator
Indicator
Off
On
Slow flashing
Fast flashing
Queue status
Light
Normal
Busy
Overloaded
Description
There are few or no calls waiting.
An acceptable number of calls are waiting.
Calls are backing up in the queue. Calls overflowing to this queue will not be accepted.
There are too many calls in this queue.
New calls are being overflowed to another queue.
Displaying agent status
Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s
IP Phone.
40
Supervisor features
To display agent status:
DisplayAgt
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 calls or non-
ACD calls, as specified by your system administrator.
Figure 5: Current status of agents
Positions busy on ACD calls
Positions waiting for ACD calls
ACD WAIT DH LOGOUT
23 2 0 0
Vacant agent positions
Positions busy on non-ACD calls
41
Supervisor features
42
Terms you should know
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 number. The system must have
CPND enabled.
Category 5 (Cat5)
Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz, used by 10BaseT,
100BaseT4, 100BaseTX.
Category 5e (Cat5e)
Most Cat5 cable manufactured after 1996 also supports
1000BaseT (GigE) installations, and is designated Cat 5e. Cat5e cable normally has four pairs of copper wire.
Category 6 (Cat6)
Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz. Designed specifically to support 1000BaseT (Gig Ethernet (GigE)), it is also compatible with 10BaseT, 100BaseT4, and 100BaseTX installations. The cable normally has four pairs of copper wire.
Communication Server 1000
Your office communication system.
43
Terms you should know
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 rich scripting language. For more information, visit www.nortel.com
.
Context-sensitive soft keys
A group of keys programmed by your system administrator.
These four keys, located directly below the display area, have four programmable layers. These keys are also used to configure parameters in the Telephone Options menu.
Date/time display
The current date and time when the telephone is in an idle state.
Directory 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 Status Lamp indicator
An LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, or off.
Fixed key
The hard-labeled keys on your telephone.
Flexible Feature Codes (FFCs)
Specialized codes entered using the dialpad that enable features
(for example, Ring Again).
44
Terms you should know
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 display area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining text.
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 1140E that connects to your voice messaging system when the key is pressed.
Navigation keys
Keys used to scroll through menus and lists appearing on the
LCD display screen.
Off-hook
Any line selected to make a call or receive an incoming call.
The term off-hook is applied whether (a) the end user lifts up the handset, (b) the end user presses a line key, (c) the call is automatically answered at the telephone, or (d) a line is automatically selected for an outgoing call.
Paging tone
A special tone (two beeps followed by dial tone) that sounds when you use the Radio Paging feature.
45
Terms you should know
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.
Services key
A fixed key used to access options such as Telephone Options,
Password Admin, Virtual Office Login, Virtual Office Logout, Test
Local Mode, and Resume Normal Mode.
Shared Directory Number
A DN (extension) that is shared by two or more persons.
Special Prefix code (SPRE)
Special codes entered using the dialpad, followed by a two-digit access code, that enable features (for example, Call Forward All
Calls requires entry of SPRE code + 74).
Special dial tone
The three consecutive tones followed by dial tone that you hear when accessing telephone features.
Station Control Password (SCPW)
Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features (for example, Remote Call Forward).
Status Messages
A message displayed to inform the user of important information.
A right arrow appears if more than one Status Message is present. Examples of Status Messages include: Message
46
Terms you should know
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 lifted) 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 to indicate that a message is waiting or when the ringer is on.
47
Terms you should know
48
Index
Index
A
About the IP Phone 1140E 7
Activity code 26
Agent and MQA login options 20
Agent and Supervisor features 18
Agent features 24
Agent key 34
Agent login 18
Answer ACD calls 24
Answer Agent 33
Answer Emergency 34
Attendant 43
AutoDial 43
B
Basic features 7
C
Call Agent 35
Contact your supervisor 29
Context-sensitive soft keys 10, 44
Copy key 13
D
Date/time display 44
Default login 22
Directory key 14
Directory Number 44
Display Network Diagnostics Utilities 16
DN 44
E
Emergency 27
Expand key 12
F
Feature display 44
Fixed key 44
Flexible Feature Code (FFC) 44
G
Goodbye key 13, 45
H
Headset key 12, 13
Hold key 12
I
Indicator status 45
Information display 45
Interflow 36
Interrupted dial tone 45
L
Line (DN) key 10
Local Area Network 7
Login with Agent ID and MQA 20
M
Message (Inbox) key 14
Message key 45
Message waiting indicator 47
49
Index
More key 10
Mute key 11
N
Navigation keys 12, 45
Night Service 36
Not Ready 28
O
Observe 38
Off-hook 45
P
Paging tone 45
Place or answer non-ACD calls 28
Q
Quit/Stop key 14
R
Ringback/ring tone 46
S
Self-labeled line/programmable feature keys 10
Services key 15, 46
Shared Directory Numbers 46
Shift/Outbox key 14
Speaker key 11
Special dial tone 46
Special Prefix code (SPRE) 46
Station Control Password (SCPW)
46
Status Messages 46
Supervisor features 33
Switchhook 47
System or Switch 47
T
Telephone controls 17
Telephone display 17
U
User Interface 47
V
Volume control 11
Volume control bar 11
50
Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide
Copyright © 2005–2010 Nortel Networks. All Rights Reserved.
LEGAL NOTICE
While the information in this document is believed to be accurate and reliable, except otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOC-
UMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND,
EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, the Nortel logo, the
Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc.
and any use of such marks by Nortel Networks is under license. Other trademarks and trade names are those of their respective owners.
Publication Number: NN43113-105
Document Release: Standard 04.01
Date: June 2010
Produced in Canada
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback www.nortel.com
Tải xuống
Đã cập nhật liên kết công khai
Liên kết công khai đến cuộc trò chuyện của bạn đã được cập nhật. You may view and manage your chat links after registration here.
Liên kết công khai tài liệu
Quảng cáo