Title page Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide
Revision history Revision history January 2006 Standard 1.00. This document is issued for Nortel Communication Server 1000 Release 4.5.
Revision history 4
Contents Contents About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 16 Logging in as an agent . . . . . . . . . . . . . . . . . . . . . . . .
Contents Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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, user-defined feature key labels appear beside the keys, and soft key labels appear directly above the keys. Figure 1 shows the key labels.
About the Nortel IP Phone 1120E • 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 — Goodbye — Expand to PC — Headset — Hold • gigabit Ethernet ports • built-in gigabit Ethernet switch for shared PC access •
About the Nortel IP Phone 1120E Figure 2: IP Phone 1120E User-defined feature keys Visual Alerter/Message Waiting indicator Feature Status Lamp* Handset High-resolution graphical display screen Soft keys Speaker Navigation keys Message/Inbox key Shift/Outbox key Directory key Copy key Services key Quit/Stop key Goodbye key Volume control Expand to PC key Headset key Mute key Handsfree key Hold key Dialpad *Note: If supported by your server, the Feature Status Lamp provides a user-defined alert.
About the Nortel IP Phone 1120E The keys on either side of the LCD display area are user-defined feature keys, with labels on the LCD. These keys also function as line (DN) keys. A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD light indicates the line is on hold or the feature is being programmed. Note: Throughout this document, the ACD line key is indicated by the line number 2260. The ACD line number that appears on your phone can be a different number.
About the Nortel IP Phone 1120E (Handsfree) Press the Handsfree key to activate handsfree. Note: 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. The outer part of this key cluster rocks for up, down, left, and right movements. Press the Send/Enter key, at the center of the Navigation key cluster, to confirm menu selections.
About the Nortel IP Phone 1120E (Goodbye) Use the Goodbye key to terminate an active call. When a message is waiting, the orange Visual Alerter/Message Waiting indicator flashes. Also, this indicator flashes when the set ringer is on. When a data-related message, such as an instant message, is received, the blue Feature Status Lamp flashes. Also, this indicator flashes when a contact has come online.
About the Nortel IP Phone 1120E (Services) Press the Services key to open the Services menu, and use the navigation keys to access 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 • Password Admin: — Station Control Password Note: The Password Admin menu is not ava
About the Nortel IP Phone 1120E • (Services) (continued) (Services) (Services) Test Local Mode and Resume Local Mode (if Media Gateway 1000B 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 use the navigation keys to access the following items: • 1. Preferences • 2. Local Diagnostics • 3. Network Configuration • 4. Lock Menu Press the Services key to exit from any menu or menu item.
About the Nortel IP Phone 1120E (Msg/Inbox) Press the Message/Inbox key to access your voice mailbox. Note: This function is not available on all phones; consult your system administrator. (Directory) Press the Directory key to access directory services. Telephone display The IP Phone 1120E has three display areas: • The upper display area provides labels for the four user-defined feature key labels.
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 as an agent” on page 16 • “Logging in with an Agent ID and Multiple Queue Assignments” on page 17 • “Logging out as an Agent” on page 21 Logging in as an agent Use the Agent Login feature to join an Automatic Call Distribution (ACD) queue.
Agent and Supervisor features 2260 or Not Ready 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 OnHook 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. (Services) b. Press the Services key. Change the On hook default path to Headset Enabled.
Agent and Supervisor features Logging in with an 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 19. 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.
Agent and Supervisor features To log in: 2260 1. Press the InCalls key. 2. Choose one of the following four login options: No Supervisor ID, No Priority 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 # 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 # #.
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 with the same supervisor. To use Default Login: 1. Lift the handset. 2260 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.
Agent and Supervisor features Logging out as an Agent You can log out of the system completely or temporarily (Not Ready state). To log out: Choose one of the following: MakeSetBusy or Not Ready • 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.
Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 22 • “Using Force Call” on page 23 • “Using Activity code” on page 24 • “Using Emergency” on page 24 • “Using Not Ready” on page 25 • “Placing or answering non-ACD calls” on page 26 • “Contacting your supervisor” on page 26 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN.
Agent features To terminate the call: Choose one of the following: (Goodbye) or 2260 or 2468 or Not Ready • Press the Goodbye key. • Press the InCalls key. • Press the individual DN line key (this removes you from the queue). • Press the Not Ready key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to terminate the call. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call.
Agent features Using Activity code Use Activity code to record the types of activities you are performing. To record activities: Activity 1. When the Activity LCD indicator is flashing, press the Activity key. 2. Use the dial pad to enter the Activity code. Activity 3. Press the Activity key. If you are performing multiple tasks, repeat steps 1 and 2. Note: If configured, you can enter Activity codes while in the Not Ready state.
Agent features To use the Emergency feature: Emergency 1. During an active call, press the Emergency key. Note: The Emergency LCD remains lit as long as the feature is active. When the supervisor answers, a threeway call commences with you, your supervisor, and the caller. Emergency 2. Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor.
Agent features Placing or answering non-ACD calls Use this feature to place and receive calls on your individual line. To place a call: 2498 1. Press your individual DN key. 2. Use the dial pad to dial the telephone number. Note: The LCD remains lit as long as you are on the call. To answer a call: 2498 When the LCD next to your individual DN key flashes, press the DN key. Note: The LCD remains lit as long as you are on the call.
Agent features To answer a call from your supervisor: Supervisor When the LCD next to the Supervisor key flashes, press the Supervisor key. Note: The LCD remains lit as long as you are on the call. To answer a call from your supervisor when on another call: Supervisor (Hold) Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds. 1. Press the Hold key to put the current call on hold. 2. Press the Supervisor key.
Agent features To conference in your supervisor during a call in progress: Supervisor 1. Press the Supervisor key to talk privately with your supervisor. Supervisor 2. Press the Supervisor key again for a conference call with you, your supervisor, and the other caller. To transfer a call to your supervisor during a call in progress: Supervisor 1. Press the Supervisor key. Supervisor 2. When your supervisor answers, press the Supervisor key again. (Goodbye) 28 3.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 29 • “Using the Agent key” on page 30 • “Using Answer Emergency” on page 30 • “Using Call Agent” on page 31 • “Using Interflow” on page 31 • “Using Night Service” on page 32 • “Observing a call” on page 33 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a nonemergency situation. To use Answer Agent: AnsAgent 1.
Supervisor features Using the Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys. Table 1 lists the four states of the LCD indicator. Table 1: Agent’s status LCD display Description Off Agent is not logged in. On Agent is logged in but is either NotReady or on a call. Slow Flashing Agent is waiting for an ACD call.
Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) Using Call Agent Use the Call Agent feature to contact an agent. To use Call Agent: CallAgt 1. Press the Call Agent key. AgenKey 2. Choose one of the following: or — Press a selected Agent key. — Dial the agent’s Position ID. 3. Press the Goodbye key to end the call. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.
Supervisor features Interflow 2. Press the Interflow key again to deactivate the feature and resume normal call flow. Using Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service: NightSvc 1. Press the Night Service key. 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in the queue and new calls receive Night Service. To transition to Night Service: NightSvc 1.
Supervisor features To deactivate Night Service: NightSvc 1. Press the Night Service key. 2. Press the 3 key (3 = D for Day) to resume Day mode. The Night Service LCD flashes. New calls enter the queue. Observing a call Use the Observe feature to monitor an agent in a call. To observe a call: Observe AgenKey or 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. CallAgt 3.
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Terms you should know Terms you should know Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number. The system must have CPND enabled. Category 5 (Cat5) Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz, used by 10BaseT, 100BaseT4, 100BaseTX. Category 5e (Cat5e) Most Cat5 cable manufactured after 1996 also supports 1000BaseT (GigE) installations, and is designated Cat 5e.
Terms you should know Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Feature Status Lamp indicator An LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, or off. Fixed key The hard-labeled keys on your telephone. Flexible Feature Codes (FFC) Specialized codes entered using the dialpad that enable features (for example, Ring Again).
Terms you should know Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1120E that connects to your voice messaging system when the key is pressed. Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen. Off-hook Any line selected to make a call or receive an incoming call.
Terms you should know Special Prefix code (SPRE) Special codes entered using the dialpad, followed by a two-digit access code, that enable features (for example, Call Forward All Calls requires entry of SPRE code + 74). Soft keys A set of keys programmed by your system administrator. These four keys, located directly below the display area, have four programmable layers. These keys are also used to configure parameters in the Telephone Options menu.
Terms you should know User interface Screen displays that interact with the end user as a result of an action or event. Visual Alerter/Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on.
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Index Index A About the IP Phone 1120E 7 Expand to PC key 11 Activity code 24 F Agent and MQA login options 18 Feature display 36 Agent and Supervisor features 16 Fixed key 36 Agent features 22 Flexible Feature Code (FFC) 36 Agent key 30 Force Call 23 Agent logout 21 G Answer ACD calls 22 Answer Agent 29 Goodbye key 12, 36 Answer Emergency 30 H B Handsfree / Speaker key 11 Basic features 7 C Call Agent 31 Call party information 35 Contact your supervisor 26 Headset key 11 Hold key 11
Index Mute key 10 N U User Interface 39 Navigation keys 11, 37 V Night Service 32 Volume control 10 Not Ready 25 Volume control bar 10 O Observe 33 Off-hook 37 P Paging tone 37 Place or answer non-ACD calls 26 R Ringback/ring tone 37 S Services key 13, 37 Shared Directory Numbers 37 Soft keys (self-labeled) 38 Special dial tone 38 Special Prefix code (SPRE) 38 Station Control Password (SCPW) 38 Status Messages 38 Supervisor features 29 Switchhook 38 System or Switch 38 T Telephone controls 9 T
Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Copyright © Nortel Networks Limited 2006 All Rights Reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Nortel, Nortel (Logo), the Globemark, This is the Way, This is Nortel (Design mark), SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.