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Title page
Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide
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Revision history Revision history 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 Rele
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Revision history 4
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Contents Contents About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 17 Logging in without Agent ID (for basic ACD) . . . .
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Contents Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Displaying agent status . . . . . . .
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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/pro
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About the Nortel IP Phone 1140E For information about the context-sensitive soft keys, see New in This Release Communication Server Release 5.0 (NN43001-115). 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 k
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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
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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 Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature. Fwd When a triangle appears befo
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About the Nortel IP Phone 1140E Use the Volume control buttons to adjust the (Volume +) volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and (Volume -) press the bottom button to decrease volume. Press the Mute key to listen to the receiving party without transmitting. Press the Mute key (Mute) again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones. Note: The Mut
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About the Nortel IP Phone 1140E 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. Tap the flashing line (DN) soft key to (Hold) return to the caller on hold. Use the Expand key to access external server applications. (Expand) Press the Headset key to answer a call using the headset or to switch a call from the (Headset) hands
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About the Nortel IP Phone 1140E 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 additional features are supported, contact your system administrator. Press the Copy key to copy entries to your Personal Directory from other lists, such as (Copy) the Caller List, Redial List, and
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About the Nortel IP Phone 1140E Press the Directory key to access directory services. (Directory) Press the Services key to open the Services menu, and use the navigation keys to access (S (Services) ervices) 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 For
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About the Nortel IP Phone 1140E • Password Admin: — Station Control Password (Services) The Password Admin menu is not (continued) 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 M
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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.
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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 17 • “Logging in with Agent ID (for Basic ACD or Contact Center Manager)” on page 17 • “Logging in using Multiple Queue Assignments (for Basic ACD)” on page 19 • “Logging out” on page 22
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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. 2. Press the In-Calls key. 2260 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID. 4. Press the # key. T
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Agent and supervisor features 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 (Headset) calls on your headset. b. Press the Services key. Change the On-hook default path to Headset (Services) Enabled. Note: If HOML is configured to Yes, replace the handset to log out of the queue. Logging in using Multiple Queue Assignments (for Ba
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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: 1. Press the In-Calls key. 2260 2. Choose one of the following four login options: No Supervisor ID, No Priority — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # A
