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Nortel Communication Server 1000
IP Phone 1165E
Call Center User Guide
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Revision history Revision history April 2010 Standard 01.02. This document is up-issued to support Communication Server 1000 Release 5.5 and CS 1000 Release 6.0 with UNIStim 4.1. October 2009 Standard 01.01. This document issued to support the IP Phone 1165E. 3
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Revision history 4
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Contents Contents Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18 Security features . . . . . . . . . . . .
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Contents Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Displaying agent status . . . . . . .
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About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E The IP Phone 1165E builds on the award-winning IP Phone 1100 Series industrial design and offers a beautiful high resolution color display which includes new graphical user interface elements that vastly improve the quality of the user experience. The IP Phone 1165E provides easy access to multiple lines and call processing features. It supports converged (voice and data) applications through External Application Server APIs t
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About the Nortel IP Phone 1165E • high-quality handsfree speakerphone • wideband audio support for handset, headset, speaker, and handsfree microphone • volume control keys for adjusting ringer, handsfree, handset, and headset volume • seven specialized feature keys —Quit — Directory — Message/Inbox — Shift/Outbox — Services —Copy — Expand • five call-handling keys: —Mute — Handsfree — Goodbye — Headset —Hold • two Gigabit Ethernet ports–for LAN and PC connections • integrated headset support
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About the Nortel IP Phone 1165E • support for Graphical External Application Server (GXAS) protocol that enables External Application Server APIs to provide feature functionality • support for IP Phone 1100 Series Expansion Module to add keys For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101). 9
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About the Nortel IP Phone 1165E Telephone controls Figure 1 on page 10 shows the IP Phone 1165E. Figure 1: IP Phone 1165E This section describes the controls on your IP Phone 1165E. Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature. These keys are referred to as Soft keys throughout this document. When a triangle appears before a soft key label the feature is active. 10
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About the Nortel IP Phone 1165E Press the More... key to access the next layer of soft keys (self-labeled). 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. These keys are referred to as Line/ feature keys throughout the remainder of this guide. A steady LCD icon beside a line (DN) key indicates that the line is active. A flashing LCD indicates the line is on hold or the f
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About the Nortel IP Phone 1165E Press the Handsfree key to make or answer a call using the two way speakerphone. (Handsfree) The Handsfree LED indicator, located on the Handsfree key, lights to indicate when handsfree is active. Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. Use Up and Down to scroll up and down in lists. Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections. In most menus, you can use
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About the Nortel IP Phone 1165E Press the Headset key twice to open the Bluetooth Setup menu. (Headset) If Bluetooth wireless technology is not enabled on your phone, this menu is not available. (Headset) Use the Goodbye key to terminate an active call. (Goodbye) When a message is waiting, the red Visual Alerter/Message Waiting indicator lights. Also, when the ringer sounds, this indicator flashes. When your IP Phone 1165E firmware is being updated, the blue Feature Status Lamp indicat
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About the Nortel IP Phone 1165E Press the Shift/Outbox key to toggle between two feature key pages and to access (Shift/Outbox) 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. (Msg/Inbox) Note: This function is not available on all phones; consult your system administrator. Press the Directory key to access directory services. (Directory) Press the Services k
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About the Nortel IP Phone 1165E • Password Admin: — Station Control Password The Password Admin menu is not available on all IP Phone 1165E sets. Consult your system administrator. • Virtual Office Login and Virtual Office Logout (if Virtual Office 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 then use the Left / (S (Services) ervices) Right navigation keys to access the following items: (S (Servic
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About the Nortel IP Phone 1165E • The lower display area provides labels for the four soft keys. Following figure shows the IP Phone 1165E display area, including the line/feature keys and soft keys. Figure 2: IP Phone 1165E display area Self-labeled line/programmable feature key labels appear beside the line keys, and context-sensitive soft key labels appear directly above the soft keys. Self-labeled means that the label next to the line/feature key is presented from the call server automat
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About the Nortel IP Phone 1165E Figure 3 on page 17 shows an idle LCD screen. Figure 3: IP Phone 1165E LCD display screen USB support The IP Phone 1165E has a USB port for connecting a USB keyboard, USB mouse, USB headset, and USB flash drive. The IP Phone 1165E supports powered downstream 1.1-compliant USB hubs, including USB 2.0 hubs, if they offer USB 1.1-backwards compliancy. There are two levels of power for the USB port. • When you power the IP Phone 1165E through Ethernet POE, the IP
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About the Nortel IP Phone 1165E Call features and Flexible Feature Codes Some features are not available on all IP Phones. Call features and Flexible Feature Codes (FFC) must be assigned to your IP Phone 1165E, and supported by system software. Contact your system administrator to configure these features and codes on your IP Phone 1165E. Security features The following security features are available on your IP Phone 1165E: • Encrypted calling • Station Control Password (SCPW) Encrypted call
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About the Nortel IP Phone 1165E To change your SCPW: 1. Press the Services key once. (Services) 2. Press the Up/Down keys to scroll, and then highlight Password Admin. 3. Press Enter. 4. Use the dialpad to enter your password at the prompt. 5. Press the Up/Down keys to scroll and highlight New Password. 6. Press Enter. 7. Use the dialpad to enter the new password. Select 8. Press the Select soft key to accept the new password. If you are locked out of your IP Phone 1165E, or if you forge
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About the Nortel IP Phone 1165E To turn Password Protection on or off: 1. Press the Directory key. (Directory) 2. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode. 3. Use the dialpad to enter your password (if Password Protection is enabled). Enter 4. Press the Enter soft key. 5. Press the Up/Down navigation keys to scroll and highlight one of the following: — Enable Password Protection — Disable Password Protection 6. Choose one of the following soft keys: Ye
