Avaya 1120E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 07.
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Contents Contents About the Avaya 1120E IP Deskphone . . . . . . . . . . . . . . . . . 8 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 19 Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . . . . .
Contents Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Revision history Revision history March 2013 Standard 07.01 This document is up-issued to support Avaya Communication Server 1000 Release 7.6. November 2010 Standard 06.01. This document is up-issued to support rebranding updates. October 2010 Standard 05.01. This document is up-issued to support rebranding updates. June 2010 Standard 04.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. May 2009 Standard 03.01.
Revision history 7
About the Avaya 1120E IP Deskphone About the Avaya 1120E IP Deskphone The Avaya 1120E IP Deskphone 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.
About the Avaya 1120E IP Deskphone • four context-sensitive soft keys For information about the context-sensitive soft keys, see Avaya New in This Release Communication Server Release 5.0 (NN43001-115). Note: Some Avaya 1120E IP Deskphone phones are not configured to support soft key functionality. Consult your system administrator.
About the Avaya 1120E IP Deskphone • automatic network configuration • Graphical XAS • hearing aid compatibility • Accessory Expansion Module port to connect the Avaya 1100 Series Expansion Module For information about using the Expansion Module, see the Avaya 1100 Series Expansion Module User Guide (NN43130-101). Figure 2 shows the Avaya 1120E IP Deskphone. Figure 2: Avaya 1120E IP Deskphone Telephone controls This section describes the controls on the Avaya 1120E IP Deskphone.
About the Avaya 1120E IP Deskphone parentheses indicates the labels that appear on the key caps, for example, (Services). Table 1: Telephone controls 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 label, the feature is active. Press the More key to access the next layer of soft keys.
About the Avaya 1120E IP Deskphone (Volume +) (Volume -) (Mute) Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and press the bottom button to decrease volume. Your Mute key functionality is enabled or dis abled by your system administrator. Contact your system administrator to determine if your Mute key is enabled.
About the Avaya 1120E IP Deskphone 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. Use Up and Down to scroll up and down in lists, and the Left and Right keys to position the cursor.
About the Avaya 1120E IP Deskphone (Goodbye) Use the Goodbye key to terminate an active call. When a message is waiting, or there is an incoming call, the red Message Waiting\Incoming Call Indicator LED at the top right of the IP Deskphone flashes. The flash cadence for each alert is different. Note: You may also hear an audio Message Waiting Indicator (stutter or beeping dial tone) when you go off-hook.
About the Avaya 1120E IP Deskphone (Msg/Inbox) Press the Message/Inbox key to access your voice mailbox. This function is not available on all phones; consult your system administrator. (Directory) 15 Press the Directory key to access directory services.
About the Avaya 1120E IP Deskphone (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 — Live Dialpad — Caller ID display order — Normal mode indication • Password Admin
About the Avaya 1120E IP Deskphone • 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) (Services) (continued) (Services) (Services) 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.
About the Avaya 1120E IP Deskphone only the Directory Number (DN) appears if the caller name is greater than 10 characters. Press the flashing arrow to display the caller name. • The lower display area provides labels for the four context-sensitive soft keys. Figure 3 shows an idle LCD display screen.
Agent and Supervisor features Agent and Supervisor features This section describes the login features that are common to the Call Center agent and supervisor.
Agent and Supervisor features environment. For more information about Avaya NES Contact Center Manager, visit www.avaya.com. To log in as an agent: 1. Lift the handset. 2. Press the In-Calls key. 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. or 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. — Press the NotReady key.
Agent and Supervisor features 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. Note: If HOML is configured to Yes, replace the handset to log out of the queue.
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. 2.
Agent and Supervisor features 3. Choose one of the following: or — Press the In-Calls key. — Press the NotReady key to enter the ACD queue. 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. 2. Press the In-Calls key. 3.
Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. or — Press the NotReady key. Logging out You can log out of the system completely or temporarily (Not Ready state). To log out: Choose one of the following: or • To log out completely, press the MakeSetBusy key. • To log out temporarily, press the NotReady key.
Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 25 • “Using Call Forcing” on page 26 • “Using Return to Queue on No Answer” on page 27 • “Using Activity code” on page 27 • “Using Emergency” on page 28 • “Using Not Ready” on page 29 • “Placing or answering non-ACD calls” on page 29 • “Contacting your supervisor” on page 32 Answering ACD calls Use the In-Calls key to answer the next queued ACD call on the pri
Agent features To terminate the call: Choose one of the following: (Goodbye) or or or • Press the Goodbye key. • Press the In-Calls 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 Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call.
Agent features To enable Call Forcing for headset users: 1. Log in. 2. Replace the handset. (Services) 3. Press the Services key. Configure the On-hook default path to Headset Enabled. Using Return to Queue on No Answer If a call is not answered, the call is sent back to the ACD queue, and the your telephone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key.
Agent features 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 and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time. Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use the Emergency feature: 1. During an active call, press the Emergency key.
Agent features Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy or Not Ready, callers will continue to be directed to your phone. To use Not Ready: 1. Press the NotReady key to temporarily log out of the system. Note: The NotReady LCD remains lit as long as the feature is active. or 2. To return to the queue, choose one of the following: — Press the In-Calls key.
Agent features To answer a call: 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. Using voice mail soft keys Note: This feature is not available on all telephones. Contact your system administrator to determine if this feature is available on your telephone.
Agent features The following soft keys are displayed: Play Delete Call More... Stop Conf Reply More... Comp Forwrd Bye More... Soft key Action Play Play the voice mail message. Delete Delete the voice mail message. Call Call the telephone number that left the voice mail message. More... Display the next layer of soft keys. Stop Stop playing the voice mail message. Conf Conference in another party to listen to the voice mail message. Reply Reply to the voice mail message. More..
Agent features Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways: • “To answer a call from your supervisor:” on page 32 • “To answer a call from your supervisor when on another call:” on page 32 • “To place a call to your supervisor:” on page 33 • “To conference in your supervisor during a call in progress:” on page 33 • “To transfer a call to your supervisor during a call in progress:” on page 33 To answer a call from your supervisor:
Agent features To place a call to your supervisor: Press the Supervisor key. Note: Calls are automatically put on hold when you use the Supervisor key. To return to the ACD call: Press the In-Calls key. To conference in your supervisor during a call in progress: 1. Press the Supervisor key to talk privately with your supervisor. 2. Press the Supervisor key again for a conference call with you, your supervisor, and the other caller.
Agent features Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation. Press the ROD key to start or stop the call recording. This key is associated with the active user ID and is displayed only if a call is active. The ROD key blinks while it is connecting to the call recording application, and is lit when the call is recording.
Agent features • CR application in Bulk Record + Delete everything mode - Recorded conversation is deleted at the end of the call. If the SAVE key is pressed, then the call is saved. The SAVE key lamp status depends on the status of the call recording. If the call is to be saved, then the lamp is lit. 1. Press the ROD key during an active call. 2. To stop the call recording, press the ROD key again. 3. Press the SAVE key to save the conversation.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 36 • “Using the Agent key” on page 37 • “Using Answer Emergency” on page 37 • “Using Call Agent” on page 38 • “Using Interflow” on page 38 • “Using Night Service” on page 39 • “Observing a call” on page 40 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a nonemergency situation. To use Answer Agent: 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 2 lists the four states of the LCD indicator. Table 2: 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: 1. Press the Call Agent key. 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 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: 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.
Supervisor features To deactivate Night Service: 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: 1. Press the Observe key. 2. Choose one of the following: or — Press a selected Agent key. — Dial the agent’s Position ID. 3.
Supervisor features 41
Terms you should know Terms you should know Avaya Communication Server 1000 Your office communication system. 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.
Terms you should know Directory Number (DN) A number consisting of one to seven digits for a telephone, and also known as an extension number. 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.
Terms you should know Information line A one-line by 24-character area that displays date and time or application information. 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 Avaya 1120E IP Deskphone 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.
Terms you should know Services key A fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office Logout, Test Local Mode, and Resume Normal Mode. Shared Directory Number A DN (extension) that is shared by two or more persons. 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).
Terms you should know releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call. 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.
Terms you should know 47
Index Index A DN 43 About the Avaya 1120E IP Deskphone 8 E Activity code 27 Emergency 28 Agent and MQA login options 21 Enter key 13 Agent and Supervisor features 19 Expand key 13 Agent features 25 Agent key 37 F Agent login 19 Feature display 43 Answer ACD calls 25 Fixed key 43 Answer Agent 36 Flexible Feature Code (FFC) 43 Answer Emergency 37 Force Call 26 B G Basic features 8 Goodbye key 14, 43 C H Call Agent 38 Handsfree / Speaker key 12 Call party information 42 Headset ke
Index M Message key 44 Message waiting indicator 46 Message/Inbox key 15 More key 11 Station Control Password (SCPW) 45 Status Messages 45 Supervisor features 36 Switchhook 45 System or Switch 45 N Navigation keys 13, 44 T Night Service 39 Telephone controls 10 Not Ready 29 Telephone display 17 O Observe 40 Off-hook 44 P Paging tone 44 Place or answer non-ACD calls 29 Q Quit/Stop key 14 R Return to Queue on No Answer 44 Ringback/ring tone 44 S Self-labeled line/programmable feature keys 11 Serv
