Title page Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide
Revision history Revision history June 2010 Standard 04.01. This document is up-issued to support Communication Server 1000 Release 7.0. May 2009 Standard 03.01. This document is up-issued to support Communication Server 1000 Release 6.0. April 2008 Standard 02.01. This document is up-issued to support Communication Server 5.5 for UNIStim 3.0. May 2007 Standard 01.01. This document reflects the new document number. January 2006 Standard 1.00.
Revision history 4
Contents Contents About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 18 Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . .
Contents Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
About the Nortel IP Phone 1120E Note: Some IP Phone 1120E phones are not configured to support soft key functionality. Consult your system administrator.
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.
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. Fwd When a triangle appears before a soft key label, the feature is active. More Press the More key to access the next layer 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 (DN) keys.
About the Nortel IP Phone 1120E (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 Nortel IP Phone 1120E 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 Nortel IP Phone 1120E (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 Phone 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. When your IP Phone 1120E firmware is being updated, the blue Feature Status Lamp indicator flashes.
About the Nortel IP Phone 1120E (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) 14 Press the Directory key to access directory services.
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 — Live Dialpad — Caller ID display order — Normal mode indication • Password Admin: —
About the Nortel IP Phone 1120E • 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 Nortel IP Phone 1120E 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. Figure 3: IP Phone 1120E LCD display screen Upper display area User-defined feature key labels Middle display area Information line 47678 AutoDial 42888 2348 10/30 4:30pm Trans Conf Forward More...
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 For more information about Nortel Contact Center Manager, visit www.nortel.com. To log in as an agent: 1. Lift the handset. 2260 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. 2260 or Not Ready 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: 2260 1. Press the In-Calls key. 2.
Agent and Supervisor features 3. Choose one of the following: 2260 or Not Ready — 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. 2260 2. Press the In-Calls key. 3.
Agent and Supervisor features 2260 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. or Not Ready — 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: MakeSetBusy or Not Ready • 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 24 • “Using Call Forcing” on page 25 • “Using Return to Queue on No Answer” on page 26 • “Using Activity code” on page 26 • “Using Emergency” on page 27 • “Using Not Ready” on page 28 • “Placing or answering non-ACD calls” on page 28 • “Contacting your supervisor” on page 29 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 2260 or 2468 or Not Ready • 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 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 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: Emergency 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: NotReady 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. 2260 or NotReady 2. To return to the queue, choose one of the following: — Press the In-Calls key.
Agent features 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 (Hold) Supervisor 1. Press the Hold key to put the current call on hold. 2. Press the Supervisor key. Press the line (DN) key beside the flashing LED indicator to return to the caller on hold. To place a call to your supervisor: Supervisor Press the Supervisor key. Note: Calls are automatically put on hold when you use the Supervisor key. To return to the ACD call: 2260 Press the In-Calls key. To conference in your supervisor during a call in progress: 30 Supervisor 1.
Agent features 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) 3. Press the Goodbye key to terminate your access to the call. 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.
Agent features 2. To stop the call recording, press the ROD key again. Using SAVE key Use the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operations - If the SAVE key is pressed during an active call, the call is saved. • CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 33 • “Using the Agent key” on page 34 • “Using Answer Emergency” on page 34 • “Using Call Agent” on page 35 • “Using Interflow” on page 35 • “Using Night Service” on page 36 • “Observing a call” on page 37 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 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: 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.
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 1. Press the Observe key. AgenKey 2. Choose one of the following: or — 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 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 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.
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.
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Index Index A E About the IP Phone 1120E 7 Emergency 27 Activity code 26 Enter key 12 Agent and MQA login options 20 Expand key 12 Agent and Supervisor features 18 Agent features 24 F Agent key 34 Feature display 40 Agent login 18 Fixed key 40 Answer ACD calls 24 Flexible Feature Code (FFC) 40 Answer Agent 33 Force Call 25 Answer Emergency 34 B Basic features 7 G Goodbye key 13, 40 H C Handsfree / Speaker key 11 Call Agent 35 Headset key 12 Call party information 39 Hold key 12
Index M Message key 41 Message waiting indicator 43 Message/Inbox key 14 More key 10 Station Control Password (SCPW) 42 Status Messages 42 Supervisor features 33 Switchhook 42 System or Switch 42 N Navigation keys 12, 41 T Night Service 36 Telephone controls 9 Not Ready 28 Telephone display 16 O Observe 37 Off-hook 41 P Paging tone 41 Place or answer non-ACD calls 28 Q Quit/Stop key 13 R Return to Queue on No Answer 41 Ringback/ring tone 41 S Self-labeled line/programmable feature keys 10 Servi
Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Copyright © 2006–2010 Nortel Networks. All Rights Reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document.
