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Title page
Nortel Communication Server 1000
IP Phone 1120E
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. January 2006 Standard 1.00. This document is issued for Nortel Communication Server 1000 Release 4.5. 3
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Revision history 4
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Contents Contents About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 17 Logging in without Agent ID (for basic ACD) . . . .
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Contents Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Terms you should know . . . . . . . . . . .
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About the Nortel IP Phone 1120E About the Nortel IP Phone 1120E The Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note: In this guide, self-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. Figure 1 shows the key labels. Figure 1: Self-labeled line/programmable feature keys and context-sensitive soft key
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About the Nortel IP Phone 1120E Note: Some IP Phone 1120E 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 — Goo
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About the Nortel IP Phone 1120E • 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 1120E. Figure 2: IP Phone 1120E Telephone controls This section describes the controls on the IP Phone 1120E. In some geographic regions, the IP Phone 1120E is offered with key caps that have English
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About the Nortel IP Phone 1120E Table 1: Telephone controls Fwd 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 Fwd label, the feature is active. Press the More key to access the next layer More of soft keys. 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 (D
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About the Nortel IP Phone 1120E Use the Volume control buttons to adjust (Volume +) the 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 (Mute) key 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 1120E Press 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) han
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About the Nortel IP Phone 1120E When your IP Phone 1120E 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, the Redial List, and the Corporate Directory. Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key (Quit) does not affect th
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About the Nortel IP Phone 1120E Press the Services key to open the Services menu, and use the navigation keys to access (Services) 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 — Live Dialpad • Password Admin: — Station Control Password The Password Ad
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About the Nortel IP Phone 1120E • Test Local Mode and Resume Local Mode (if Media Gateway 1000B is (Services) configured) (continued) 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 (Services) keys to access the following items: • 1. Preferences (Services) • 2. Local Diagnostics • 3. Network Configuration •4. Lock Menu Your system administrator can establish a password for the Local Tools menu.
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About the Nortel IP Phone 1120E • The lower display area provides labels for the four context-sensitive soft keys. Figure 3 shows an idle LCD display screen. Figure 3: IP Phone 1120E LCD display screen 16
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Agent and Supervisor features Agent and Supervisor features This section describes the 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 pag
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Agent and Supervisor features 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. The phone goes into a Not Ready state. 5. To join the ACD queue, choose one of the following: 2260 — Press the In-Calls key. or Not Ready — Press the NotReady key. 18
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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 calls on your headset. b. Press the Services key. Change the (Services) 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)
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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
