Title page Nortel Communication Server 1000 IP Phone 2004 Call Center User Guide
Revision history Revision history May 2007 Standard 01.01. This document is issued to support Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Phone 2004 Call Center User Guide (NN10300-051). This document contains updated content based on CR Q01130629-01. See “Placing or answering non-ACD calls” on page 25. July 2006 Standard 5.00.
Revision history 4
Contents Contents About the telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 15 Logging in as agent . . . . . . . . . . . . . . . . . . . . .
Contents Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 IP Phone Key Expansion Module (KEM) . . . . . . . . . . . . . . . . 39 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the telephone About the telephone The Nortel IP Phone 2004 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 some telephones. Consult your system administrator to verify which features are available for your use. 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 shows key labels.
About the telephone Basic features The IP Phone 2004 supports the following features: • 12 programmable feature keys: six (physical) user-defined feature key labels and six lines/features accessed by pressing the Shift key • four context-sensitive soft keys providing access to a maximum of 10 features For information about context-sensitive soft keys, see New in This Release Communication Server 1000 Release 5.0 (NN43001-115).
About the telephone • hearing-aid compatibility Figure 2 shows the IP Phone 2004. Figure 2: IP Phone 2004 Telephone controls Note: Some IP Phone 2004 phones are shipped with optional key caps installed. 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 the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume.
About the telephone The green InCalls key is the primary DN key located at the bottom right-side of the LCD screen. 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.
About the telephone (Services) Press the Services key and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — On-hook default path — Call timer — Display diagnostics — Local dialpad tone — Ring type — Change feature key label — Set Info • Password Admin: — Station Control Password • Display Network Diagnostics Utilities Note: Only your system administrator or service provider can use Display Netw
About the telephone Note: Press the Services key to exit from any menu or menu item. • The Password Admin menu many not be available on your IP Phone 2004. 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 key to activate handsfree. The speaker LED indicator lights to indicate when handsfree is active.
About the telephone (Quit) Press the Quit key to end an active application. Pressing the Quit key does not affect the status of calls currently on your telephone. Soft keys are located below the LCD screen. 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. When a message is left for the user, the Message Waiting Indicator flashes.
About the telephone Telephone display The IP Phone 2004 has three display areas: • The upper display area provides line and feature key status. • The middle display area contains single-line information for items such as caller number, caller name, feature prompt strings, userentered digits, date and time information, and telephone information. • The lower display area provides feature key label information. Figure 3 shows an idle LCD screen display.
Agent and supervisor features Agent and supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor: • “Logging in as agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assignments” on page 16 • “Logging out as agent” on page 20 Logging in as 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 code. 1.
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 OnHook 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. (Services) b. Press the Services key. Change the “On-hook default path” to “Headset Enabled”.
Agent and supervisor features Logging in with 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 16. Use an Agent ID login with one of the following four MQA login options to enter ACD queues. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including login IDs where the agent must enter a Supervisor ID).
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 # #.
Agent and supervisor features 3. Choose one of the following: — Press the InCalls key. — Press the NotReady key to enter the ACD queue. Using Default Login If you normally use the same telephone, 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.
Agent and supervisor features 5. To join the ACD queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. Logging out as 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 while on 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 21 • “Using Call Force” on page 22 • “Using Activity Code” on page 23 • “Using Emergency” on page 24 • “Using Not Ready” on page 24 • “Placing or answering non-ACD calls” on page 25 • “Contacting your supervisor” on page 27 • “Supervisor features” on page 30 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN.
Agent features To terminate a call: Choose one of the following: — Press the Goodbye key. (Goodbye) — Press the InCalls key. — Press the individual DN line key. (This removes you from the queue). — Press the NotReady 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 Force Use the Force Call feature to automatically connect an incoming ACD call.
Agent features (Services) 3. Press the Services key. Set the “Onhook default path” to “Headset Enabled”. Using Activity Code Use Activity Code to record the types of activities you are performing. To record activities: 1. When the Activity LCD indicator is flashing, press the Activity key. 2. Use the dialpad to enter the Activity code. 3. Press the Activity key. If performing multiple tasks, repeat these steps. Note: If configured, Activity codes can be entered while in the NotReady state.
Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. 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. 2. Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor.
Agent features 2. To return to the queue, choose one of the following: — Press the InCalls key — Press the NotReady key. Placing or answering non-ACD calls Use this feature to receive and place calls on your individual line. To place a call: 1. Press your individual DN key. 2. Use the dialpad to dial the telephone number. Note: The LCD remains lit as long as you are on the call.
Agent features To answer a call: When the LCD next to your individual DN key flashes, press the DN key. The LCD remains lit as long as you are on the call. Note: During an incoming call, if you have a feature key page selected that does not contain the flashing DN key, the display will revert to the active feature key page. This enables you to answer the call without having to press the shift key.
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 27 • “To answer a call from your supervisor while on another call:” on page 27 • “To place a call to your supervisor:” on page 28 • “To conference in your supervisor during a call in progress:” on page 28 • “To transfer a call to your supervisor during a call in progress:” on page 28 To answer a call from your supervisor: When th
Agent features 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: 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 InCalls key. To conference in your supervisor during a call in progress: 1. Press the Supervisor key to talk privately with your supervisor. 2.
Agent features 2. When your supervisor answers, press the Supervisor key again. (Goodbye) 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 30 • “Using the Agent key” on page 31 • “Using Answer Emergency” on page 32 • “Using Call Agent” on page 32 • “Using Interflow” on page 33 • “Using Night Service” on page 33 • “Observing a call” on page 35 • “Displaying the queue” on page 35 • “Displaying agent status” on page 37 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 of Observe Agent keys. Table 1 lists the four states of the LCD indicator. Table 1: Agent’s status LCD screen Description Off Agent is not logged in. On Agent is logged in but either NotReady or on a call.
Supervisor features Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation. 1. When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the individual contacting you displays on your telephone. Note 2: The LCD remains lit as long as you are on the call and your status changes to NotReady. 2. Press the Goodbye key to end the call.
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. 1. Press the Interflow key. Note: The Interflow LCD flashes while the feature is active. 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.
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 queue and new calls receive night service. To transition to Night Service: 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 queue remain in queue and new calls receive Night Service. To deactivate Night Service: 1. Press the Night Service key. 2.
Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. 3. Press the Call Agent key to talk to the agent you are monitoring. 4. Press the Observe key to terminate the observation. Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue.
Supervisor features To display information on your ACD queue: Press the Display Queue key. Information on your current ACD queue appears on the display. Figure 4 shows the ACD queue status.
Supervisor features Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s telephone. Press the Display Agent key. The summary information displays for twelve seconds or until another feature key is pressed. 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 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.
Accessories Accessories IP Phone Key Expansion Module (KEM) The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides additional line appearances and feature keys on your IP Phone 2004. Figure 6: The IP Phone KEM You can connect up to two KEMs to your IP Phone 2004, providing a total of 48 additional keys. For more information about the IP Phone Key Expansion Module, see the Nortel IP Phone Key Expansion Module (KEM) User Guide (NN43119-102).
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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. Nortel Communication Server 1000 An office communication system. Copy key A fixed key used to copy entries to your Personal Directory from other lists, such as the Caller List, Redial List, Corporate Directory, etc. Date/Time display The current date and time when the telephone is in an idle state.
Terms you should know Fastbusy A signal given when all outgoing lines are busy. Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Fixed key The hard–labeled keys on your telephone. Goodbye key A fixed key used to end an active call. Handsfree A method of conversing with the party on the other end of the line without lifting your handset. Headset key A fixed key used to answer a call using the headset.
Terms you should know Interrupted dial tone A broken or pulsed dial tone, heard when you access some features on your telephone. Nortel IP Phone Key Expansion Module (KEM) An optional hardware module which provides additional line appearances and feature keys to your IP Phone. Up to two KEMs can be attached to your Nortel IP Phone 2004, providing a total of 48 keys. Message (Inbox) A fixed key on your telephone which connects to your voice messaging system when the key is pressed.
Terms you should know Off-hook Any line selected to make a call or receive an incoming call. The term off-hook is applied whether (a) the end-user lifts up the handset, (b) the end-user presses a line key, (c) the call is automatically answered at the set, or (d) a line is automatically selected for an outgoing call. Outbox/Shift key A fixed key used to switch between 2 feature key pages to provide access to an additional 6 lines/features and an additional 24 lines on the Nortel IP Phone KEM.
Terms you should know Soft keys A set of keys programmed by your system administrator. These four keys located directly below the display area have four programmable layers. The layers are accessed through the More.. key. These keys are also used to configure parameters in the Telephone Option menu. Speaker key A fixed key used to activate Handsfree. Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features.
Terms you should know Volume control bar A rocker bar you press to increase or decrease the volume of the ringer, handset, headset, speaker and the Handsfree feature.
Index Index A F About the IP Phone 2004 7 Fastbusy signal 42 Activity code 23 Feature display 42 Agent and MQA login options 17 Fixed key 42 Agent and Supervisor features 15 Agent features 21 G Agent key 31 Goodbye key 10, 42 Agent login 15 Answer ACD calls 21 Answer Agent 30 Answer Emergency 32 Attendant 41 AutoDial 41 H Handsfree 42 Headset key 12, 42 Hold key 10, 42 I B InCalls key 10 Basic features 8 Indicator status 43 C Information line 42 Call Agent 32 Interflow 33 Contact you
Index More key 13, 43 Mute key 12, 43 System or Switch 45 T N Telephone controls 9 Navigation keys 10, 43 Telephone display 14 Night Service 33 Not Ready 24 U User interface 45 O Observe 35 V Off-hook 44 Volume control bar 9, 46 Outbox/Shift key 12, 44 P Paging tone 44 Place or answer non-ACD calls 25 Primary Directory Number 44 Programmable line (DN)/feature keys (self-labeled) 10, 44 Q Quit key 13, 44 R Ringback/ring tone 44 S Services key 11, 44 Soft keys (self-labeled) 13, 45 Speaker k
Nortel Communication Server 1000 IP Phone 2004 Call Center User Guide Copyright © 2007 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.
