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Title page
Nortel Communication Server 1000
IP Phone 2002
Call Center User Guide
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Revision history Revision history July 2006 Standard 5.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. LOGOs and trademark information updated. Document feedback URL added to back page. August 2005 Standard 4.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. September 2004 Standard 3.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.0. October 2003 St
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Revision history 4
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Contents Contents About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 15 Logging in an Agent . . . . . . . . . . .
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Contents Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 6
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About the Phone About the Phone The Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note 1: All features are not available on all telephones. Consult your system administrator to verify the features that are available on your telephone. Note 2: In this guide, programmable line (DN)/feature key labels display beside the key, and soft key labels display directly above the key. Figure 1 illustrates
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About the Phone Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator. • multi-field LCD display screen • call timer to indicate the duration of each call • speaker for on-hook dialing or on-hook listening • volume control bar for adjusting ringer, speaker, handset, and headset volume • six specialized fixed keys: —Quit — Directory — Message (Inbox) — Outbox/Shift (reserved for future development) — Services — Expand to PC • four
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About the Phone Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Telephone controls Note: Some IP Phone 2002 sets include optional key caps. Text in parenthesis indicates labels appearing on the key caps. For example, (Services) Use the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume. The InCalls key is the primary DN key. 9
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About the Phone Programmable line (DN)/feature keys are extra DNs or feature keys used to access additional features. A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD indicates that the line is on hold. A steady LCD light beside a feature key indicates that the feature is active. A flashing LCD indicates that the feature is being programmed. Use the Goodbye key to terminate an active call. (Goodbye) Press the Hold key to put an active call on h
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About the Phone Press the Services key and use the navigation keys to access the following (Services) items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — OnHook Default Path — Display diagnostics — Local DialPad Tone — Ring type — Change feature key label — Set Information • Password Admin: — Station Control Password • Display Network Diagnostics Utilities Note: Only your system administrator or service provider can use Display Network Diagnostics
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About the Phone • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) • Test Local Mode and Resume Local Mode (if Media Gateway 1000B is configured) Note 1: Press the Services key to exit from any menu or menu item. •The Password Admin menu many not be available on your IP Phone 2002. Consult your system administrator. Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset. Press the Speaker
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About the Phone Soft keys (self-labeled) are located below the display area. The LCD label above the key changes, based on the active feature. Note: When a triangle appears before a key label, the feature is active. Press the More.. key to access the next layer of Soft keys (self-labeled). When a message is left for the user, the Message Waiting Indicator flashes. Also, this indicator flashes when the set ringer is ON. Press the Quit key to end an active application. Pressing the Quit ke
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About the Phone Telephone display The IP Phone 2002 has two display areas: • The upper display area contains single-line information for items such as caller number, caller name, feature prompt string, user-entered digits, date and time information, and set information. • The lower display area provides soft key label information. Figure 3 shows an idle LCD display screen. Figure 3: IP Phone LCD display screen 14
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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, which are: • “Logging in an Agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assignments” on page 16 • “Logging out an Agent” on page 20 Logging in an Agent Use the Agent Login to enter an Automatic Call Distribution (ACD) queue. If an Agent ID is assigned to you, the display screen prompts you to enter a four-digit
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Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. 6. If you use a headset and Handset On- Hook Means Log out (HOML) is set 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 “On-hook default path” to “Headset Enabled”. Note: If HOML is set to Yes, replace the handset t
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Agent and Supervisor features Using Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 18. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID). 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
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Agent and Supervisor features To log in: 1. Press the InCalls key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #. — For Supervisor ID, No Priority, dial your Agent ID # Supervisor ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #. — For No Supervisor ID, With Priority, dial your Agent ID # ACD DN 1 # Priority 1 # ACD DN 2 # Priority 2 # ACD DN 3 # Priority 3
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Agent and Supervisor features Using Default Login Use the Default Login to log in just one time at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor. 1. Lift the handset. 2. Press the InCalls key. 3. When “Enter Agent ID” appears on the screen, use the dial pad to enter your ID. 4. Choose one of the following: — If your queue requires a Supervisor ID, press the # key three times. — If your queue doe
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Agent and Supervisor features Logging out an Agent You can log out of the system completely or temporarily (NotReady state). To log out: Choose one of the following: • To log out completely, press the MakeSetBusy key. • To log out temporarily, press the NotReady key. Note: If you press the MakeSetBusy key during an ACD call, you log out automatically when the call finishes. 20
