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Nortel Communication Server 1000
IP Softphone 2050
Call Center User Guide
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Title page
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Revision history Revision history May 2007 Standard 01.01. This document is issued to support Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Softphone 2050 Call Center User Guide (NN-10300-053). June 2006 Standard 6.00. This document is up-issued to reflect additional information about reserved keyboard keys. March 2006 Standard 5.00. This document is up-issued to support Nortel Communicati
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Revision history 4
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Contents Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 8 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Local Directory window . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Settings window . . . . . . . . . . . . . . . . . .
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Contents Logging in using Agent ID and Multiple Queue Assignments . 27 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 27 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 28 Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 28 Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 28 Logging in: Supervisor ID, With Priority: . . . . . . . . . . . . . 29 Using Default Login . . . . . . . . . . . . . . . . . . . .
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Contents Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Activating Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Transitioning to Night Service . . . . . . . . . . . .
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IP Softphone 2050 overview 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, or from the USB Audio Adapter. Designed to work with IP-based phone systems, the IP Softphone 2050 provides Voice over IP (VoIP) services using a telephony server and your Local Area Network (LAN)
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IP Softphone 2050 overview — 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: — 1140 skin — Compact black and silver skins — Accessibility Interface for the visually impaired • Programmable hot keys that allow single key access to user- definable features • Three input modes: Digit,
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IP Softphone 2050 overview • “Local Directory window” on page 10 • “Settings window” on page 10 • “System tray icon and menu” on page 10 • “i2050.exe application” on page 11 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature buttons, and call display. Use this window to make and manage your telephone calls. You also use this window to access both your Local Directory and CS 1000 Directory features (Personal Directory, Redial List, Callers List, Appl
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IP Softphone 2050 overview 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 the i2050.exe process, select Processes. The process appears as long as the IP Softphone 2050 icon appears in the system tray. Display Both IP Softphone 2050 skins (1140 and compact skins) support
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IP Softphone 2050 Call Control window IP Softphone 2050 Call Control window The IP Softphone 2050 Call Control window supports the 1140 skin— designed to look and feel like the desktop IP Phone 1140—as well as an additional two compact skins, available in black and silver. The IP Softphone 2050 also supports an Accessibility Interface for visually impaired users. To open the IP Softphone 2050 Call Control window: 1. From your desktop PC, select Start. 2. Select Programs. 3. Select Nortel >
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IP Softphone 2050 Call Control window Call Control window The Call Control window (see Figure 3 below and Figure 4 on page 14) includes the standard features that let you make and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 15. Figure 3: Call Control Window—1140 Line keys Line keys Display Navigation arrows Soft keys Quit Inbox/Messages Services Outbox/Shift Copy Directory Volume up Release Volume down Expand Mute Answer Speaker Hol
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IP Softphone 2050 Call Control window Figure 4: Call Control Window—Compact Skin (silver) Answer Display Hold Soft keys Release Line keys Dialpad Volume keys Mute Directory Speaker Inbox/ Expand Messages Services Outbox/Shift Quit Copy Navigation arrows Accessibility Interface The Accessibility Interface works with JAWS® for Windows from Freedom Scientific—screen reading software that lets visually impaired users access the full range of IP Softphone 2050 features. The Accessibility Interface
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IP Softphone 2050 Call Control window 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 ID) and instructions for using certain soft key features. When idling, the telephone displays only the date and time. Soft keys To access server-definable features, such as Transfer (for connecting
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IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 2 of 3) Element Function To scroll through menus and lists in the display area. Navigation arrows Use the Send/Enter key at the center of the navigation cluster to confirm menu selection (1140 skin only). Volume To increase or decrease the headset volume. decrease increase Mute To listen to the receiving party without transmitting. To return to a two-way conversation, click the Mute button again.
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IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 3 of 3) Element Function Directory To access CS 1000 Directory features. Depending on how the system administrator sets up this service, use this button to access any of the following: Personal Directory, Redial List, Callers List features, or some other server-based directory service. You can use CS 1000 Directory features to place a call. The call is placed on your prime line, unless you se
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IP Softphone 2050 Call Control window 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 by text box. 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 si
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IP Softphone 2050 Call Control window System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Call Control window. To access the menu, right-click the IP Softphone 2050 icon found in the Windows taskbar system tray. From the menu (Figure 5), you can make, answer, and manage your calls, as well as access macros and features. Figure 5: System tray menu System tray menu System tray icon From the system tray menu, you can:
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IP Softphone 2050 Call Control window • Select Make Call to open the Phone Number dialog box. • Select Features to access server-supported features. • Select Macros to access your list of macros. • Select Open to open the Call Control window. • Select Exit to close the IP Softphone 2050. • Select Cancel to cancel the system tray menu. 20
