Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide
Revision history Revision history 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 1000 Release 5.5 for UNIStim 3.0. May 2007 Standard 01.01. This document is up-issued to support CS 1000 Release 5.0. This document reflects the new document number. February 2006 Standard 3.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.
Revision history 4
Contents Contents About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 17 Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . .
Contents Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Displaying agent status . . . . . . . . . . . . . . . . .
About the Nortel IP Phone 1140E About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. Figure 1 shows self-labeled line/programmable feature keys and context-sensitive soft keys.
About the Nortel IP Phone 1140E For information about the context-sensitive soft keys, see Features and Services Fundamentals - Book 2 of 6 (NN43001-106_B2). Note: Some IP Phone 1140E phones are not configured to support soft key functionality. Consult your system administrator.
About the Nortel IP Phone 1140E • hearing aid compatibility • wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2) • 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 1140E.
About the Nortel IP Phone 1140E Telephone controls This section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key caps, for example, (Services). Fwd Fwd More Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature.
About the Nortel IP Phone 1140E (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. Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones.
About the Nortel IP Phone 1140E Use 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. (Hold) (Expand) (Headset) Press the Hold key to put an active call on hold. Press the Hold key again or tap the flashing line (DN) soft key to return to the caller on hold. Use the Expand key to access external server applications.
About the Nortel IP Phone 1140E When a message is waiting, the red Visual Alerter/Message Waiting indicator flashes. Also, when the ringer sounds, this indicator flashes. When your IP Phone 1140E firmware is being updated, the blue Feature Status Lamp indicator flashes. Note: To find out if additional features are supported, contact your system administrator.
About the Nortel IP Phone 1140E (Directory) (Services) Press the Directory key to access directory services.
About the Nortel IP Phone 1140E • Password Admin: — Station Control Password (Services) The Password Admin menu is not available on all IP Phone 1140E sets. Consult your system administrator. (continued) • Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
About the Nortel IP Phone 1140E Telephone display The IP Phone 1140E has three display areas: • The upper display area provides labels for the six self-labeled line/ programmable feature key labels. • The middle display area contains single-line information for items such as caller number, caller name, Call Timer, feature prompt strings, user-entered digits, date and time information, and IP Phone information. • The lower display area provides labels for the four context-sensitive soft keys.
Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor.
Agent and supervisor features assigned to you, the display screen prompts you to enter a four-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment. 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.
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: (Headset) 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 NotReady — Press the In-Calls key. — Press the NotReady key to enter the ACD queue. Using Default Login If you normally use the same IP Phone, 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 or NotReady 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. — 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 NotReady — 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 23 • “Using Call Forcing” on page 24 • “Using Return to Queue on No Answer” on page 25 • “Using Activity code” on page 25 • “Using Emergency” on page 26 • “Using Not Ready” on page 27 • “Placing or answering non-ACD calls” on page 27 • “Contacting your supervisor” on page 28 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: — Press the Goodbye key. (Goodbye) or — Press the In-Calls key. — Press the individual DN line key (this removes you from the queue). 2260 or — 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. 2498 or Not Ready 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 IP Phone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key. Using Activity code Use Activity code to record the types of activities you are performing.
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 Emergency: Emergency 1. During an active call, press the Emergency key.
Agent features Using Not Ready Use the Not Ready feature to take your IP Phone 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.
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: 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) 30 3. Press the Goodbye key to terminate your access to the call.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 32 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 33 • “Using Interflow” on page 34 • “Using Night Service” on page 34 • “Observing a call” on page 36 • “Displaying the queue” on page 37 • “Displaying agent status” on page 38 Using Answer Agent Use the Answer Agent feature to receive calls from a
Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) 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.
Supervisor features To use Answer Emergency: AnsEmerg 1. When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the person contacting you displays on your IP Phone. Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready. 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. 2.
Supervisor features 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. To use Interflow: Interflow 1. Press the Interflow key. Note: The Interflow LCD flashes while the feature is active. Interflow 2. Press the Interflow key again to deactivate the feature and resume normal call flow.
Supervisor features 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. Press the Night Service key. 2. Press the 8 key (8 = T for Transition) to activate Transition mode. The Night Service LCD flashes. All calls in the queue remain in the queue and new calls receive Night Service. To deactivate Night Service: NightSvc 1.
Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer. To observe a call:. Observe Agentkey or 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. RAG CallAgt 3.
Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue • the length of time that the oldest call has waited in the queue • the number of calls that have been overflowed into the queue To display information on your ACD queue: DisplayQue Press the Display Queue key.
Supervisor features The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator. Table 2: States of LCD indicator Indicator Queue status Description Off Light There are few or no calls waiting. On Normal An acceptable number of calls are waiting. Slow flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted.
Supervisor features To display agent status: Press the Display Agent key. The summary information displays for twelve seconds or until another feature key is pressed, as shown in Figure 5. DisplayAgt Agent positions in the Not Ready state are counted as busy on either ACD calls or nonACD calls, as specified by your system administrator.
Supervisor features 40
Terms you should know Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the AutoDial key for onetouch dialing. 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 Contact Center Manager Nortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a rich scripting language. For more information, visit www.nortel.com. Context-sensitive soft keys A group of keys programmed by your system administrator.
Terms you should know Goodbye key A fixed key used to end an active call. Indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Information display Any display of call activity, lists, prompts, and status of calls. If the text message exceeds the display area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining text.
Terms you should know Return to Queue on No Answer If a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s telephone is automatically placed in the Not Ready state. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination. 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.
Terms you should know Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF. System or Switch Your office communication system. Switchhook A button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when lifted) 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.
Terms you should know 46
Index Index A E About the IP Phone 1140E 7 Emergency 26 Activity code 25 Expand key 12 Agent and MQA login options 19 Agent and Supervisor features 17 F Agent features 23 Feature display 42 Agent key 32 Fixed key 42 Agent login 17 Flexible Feature Code (FFC) 42 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32 Attendant 41 AutoDial 41 B Basic features 7 G Goodbye key 12, 43 H Headset key 12 Hold key 12 I C Indicator status 43 Call Agent 33 Information display 43 Contact your su
Index More key 10 Switchhook 45 Mute key 11 System or Switch 45 N T Navigation keys 11, 43 Telephone controls 16 Night Service 34 Telephone display 16 Not Ready 27 U O User Interface 45 Observe 36 Off-hook 43 V Volume control 11 P Paging tone 43 Place or answer non-ACD calls 27 Q Quit/Stop key 13 R Ringback/ring tone 44 S Self-labeled line/programmable feature keys 10 Services key 14, 44 Shared Directory Numbers 44 Shift/Outbox key 13 Speaker key 11 Special dial tone 44 Special Prefix cod
Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Copyright © 2005–2009 Nortel Networks. All Rights Reserved. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.
