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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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GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Copyright (C) 1989, 1991 Free Software Foundation, Inc. 59 Temple Place - Suite 330, Boston, MA 02111-1307, USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. Preamble The licenses for most software are designed to take away your freedom to share and change it. By contrast, the GNU General Public License is intended to guarantee your freedom to share and change free softw
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TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License. The "Program", below, refers to any such program or work, and a "work based on the Program" means either the Program or any derivative work under copyright law: that is to say, a work containing the Program or a portion of it, either verbatim or
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whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardless of who wrote it. Thus, it is not the intent of this section to claim rights or contest your rights to work written entirely by you; rather, the intent is to exercise the right to control the distribution of derivative or collective works based on the Program. In addition, mere aggregation of another work not based on the Program with the Pr
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works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all its terms and conditions for copying, distributing or modifying the Program or works based on it. 6. Each time you redistribute the Program (or any work based on the Program), the recipient automatically receives a license from the original licensor to copy, distrib
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the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation. 10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission. For software which is copyrighted by the Free Software Foundation, write to the Free Software Foundation; we sometimes make exceptions for this. Our decision w
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This program is free software; you can redistribute it and/or modify it under the terms of the GNU General Public License as published by the Free Software Foundation; either version 2 of the License, or (at your option) any later version. This program is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU General Public License for more details. You should have recei
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Revision history Revision history June 2010 Standard 04.01. This document is up-issued to support Communication Server Release 7.0. June 2009 Standard 03.02. This document is up-issued to support IP Softphone 2050 Release 3.3 with Communication Server Release 5.5 and later. May 2009 Standard 03.01. This document is up-issued to support Communication Server Release 6.0. July 2008 Standard 02.02. This document is up-issued to support IP Softphone 2050 Release 3.1. Updated to include informati
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Revision history March 2006 Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5, for the IP Softphone 2050 Version 2. August 2005 Standard 4.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. September 2004 Standard 3.00. This document is up-issued for Nortel Communication Server 1000 Release 4.0. October 2003 Standard 2.00. This document is up-issued to support Succession 3.0 Software. September 2002 Standar
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Revision history 11
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Contents Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Local Directory window . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Settings window . . . . . . . . . . . . . . . . . . .
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Contents For Basic ACD or Contact Center Manager . . . . . . . . . . . 33 Logging in using Agent ID and Multiple Queue Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 35 Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 35 Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 35 Logging in: Supervisor ID, With Priority: . . . . . . . . . . . .
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Contents Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Using Interflow . . . . . . . . . . . . . . . . . . .
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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: — 1100 series theme — Compact black and silver themes — Accessibility Interface for the visually impaired • Programmable hot keys that allow single key access to user- definable features • Two input modes:
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IP Softphone 2050 overview • 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 • “System tray icon and menu” on page 18 • “Expansion Module” on page 18 • “i2050.exe application” on page 18 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature but
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IP Softphone 2050 overview 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 make and manage calls. Expansion Module Use the Expansion Module (EM) to display the status of pre-programmed lines for other IP Phones on the network. For more information about the Expansion Module
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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 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 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
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IP Softphone 2050 Call Control window Call Control window The Call Control window (see Figure 1 below and Figure 2 on page 21) 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 22. Figure 1: Call Control Window—1100 series theme Menu button Line keys Line keys Display Navigation arrows Soft keys Quit Inbox/Messages Services Outbox/Shift Copy Directory Volume up Release Volume down Expan
