Title page Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide
Revision history Revision history May 2007 Standard 01.02. 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 2007 Call Center User Guide (NN10300-020). Graphics are also updated. August 2005 Standard 2.00. This document is up-issued to support the Nortel Communication Server 1000 Release 4.5. May 2005 Standard 1.00.
Revision history 4
Contents Contents About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Application area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Tools/Navigation area . . . . . . . . . . . . . . . . . .
Contents Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31 Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Use Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Use Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the IP Phone 2007 About the IP Phone 2007 The Nortel IP Phone 2007 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. The IP Phone 2007 provides all the functionality of the IP Phone 2004, using a graphical user interface (GUI). In addition, advanced text and graphic-based web-centric applications are supported. The IP Phone 2007 does not support the IP Phone Key Expansion Module (KEM).
About the IP Phone 2007 — Mute • shared LAN access with a PC • headset jack with On/Off key • automatic network configuration • hearing-aid compatibility • large, color, touch panel display screen • web-based applications support • remote firmware download • USB mouse and keyboard support Figure 1: IP Phone 2007 8
About the IP Phone 2007 Telephone controls 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. Programmable line (DN)/feature soft keys are extra DNs or feature soft keys used to access additional features. Note: A color change for a line (DN) soft key indicates that the feature or line is active.
About the IP Phone 2007 Tap the Services soft key and use the Navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — Display diagnostics — Local DialPad Tone — Set Info — Diagnostics — Call Log Options — Ring type — Call time — OnHook default path — Change feature key label — Name Display Format 10
About the IP Phone 2007 • Password Admin: — Station Control Password Note: The Password Admin menu may not be available on the IP Phone 2007. Consult the system administrator. • Display Network Diagnostics Utilities: Note: Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
About the IP Phone 2007 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. The Mute LED indicator flashes when the Mute option is in use. Tap the Quit soft key to end an active application. Tapping the Quit soft key does not affect the status of calls currently on the telephone. Soft keys are located below the LCD screen.
About the IP Phone 2007 Telephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/Navigation area Figure 2 on page 13 shows an idle display. Figure 2: IP Phone 2007 display Note: The display can differ from the example.
About the IP Phone 2007 Figure 3: IP Phone 2007 Application area Tools/Navigation area The Tools/Navigation area provides controls for navigating between features and selecting tools. It is visible and functional at all times.
About the IP Phone 2007 The Tools/Navigation area has five main elements presented as touchable keys: Tap this icon to determine which external applications are registered (for example, My CallPilot), and launch them by tapping on the appropriate icon. Tap this icon to access the Telephone screen. Tap this soft key to go to the primary external application, as configured by the administrator. The key displays the icon of the primary application.
About the IP Phone 2007 Tap this icon to display a virtual keyboard (pop-up keyboard) for text entry. The stylus or USB keyboard can be used to enter text in some of the applications. See “Enter and edit text” on page 17 for further information. Touch panel Use the touch panel to perform point-and-click operations on the IP Phone 2007. The touch panel is used with the graphical user interface (GUI) to present keys directly on the display.
Enter and edit text Enter and edit text Enter and edit text on the IP Phone 2007 using the following methods: • telephone dialpad • soft keys • pop-up keyboard • USB keyboard (optional) The use of any of these methods for text entry depends on the application.
Enter and edit text When entering IP addresses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and the telephone translates this to xxx.xxx.xxx.xxx. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory, Redial List, and Callers List. Table 2 describes the soft key editing functions on the IP Phone 2007. Table 2: Editing soft key description Soft key Description Cancel Stop the current action. Choose Select a symbol.
Enter and edit text Enter text using the USB keyboard The USB keyboard, when connected, can be used to enter text in the tools and graphical applications. For number entry in telephone applications (for example, when dialing), the keyboard may be used to enter digits (0–9), as well as * and #. Other characters are ignored. When on a call, the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) can be used to control the telephone.
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: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution (ACD) queue. If an Agent ID is assigned, enter the four-digit code at the display screen prompts. 1. Lift the handset. 2. Tap the Incalls soft key. 3.
Agent and Supervisor features 6. If you are using a headset and the Handset On-Hook Means Log out (HOML) setting is configured to No by the administrator, then perform the following: a. Press the Headset key and replace the handset in the cradle to receive calls on the headset. b. Tap the Services soft key. Change the On-hook default path to Headset Enabled. Note: If the HOML setting is configured to Yes, replace the handset to log out of the queue.
Agent and Supervisor features Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the following MQA login options: • No Supervisor ID, No Priority • Supervisor ID, No Priority • No Supervisor ID, with Priority • Supervisor ID, with Priority Note: The system prevents a supervisor from entering a Supervisor ID when the supervisor is logging in to accept ACD calls. This includes logins where agents must enter a Supervisor ID.
Agent and Supervisor features To log in 1. Tap the Incalls soft key. 2. Choose one of the following four login options: — For No Supervisor ID, No Priority, dial the Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #. — For Supervisor ID, No Priority, dial the 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: — Tap the Incalls soft key. — Tap the NotReady soft key to enter the ACD queue. Default Login When you always use the same telephone, use the Default Login to log in only one time at the beginning of a shift. The Default Login uses the login of the previous shift to enter the same ACD queues and with the same Supervisor. 1. Lift the handset. 2. Tap the Incalls soft key. 3.
Agent and Supervisor features 5. To join the ACD queue, choose one of the following: — Tap the Incalls soft key. — Tap the NotReady soft key. Agent Logout 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 soft key. — To log out temporarily, press the NotReady soft key. Note: While on an ACD call, tapping the MakeSetBusy soft key results in automatic logout when the call finishes.
Agent features Agent features The following sections describe features available to Agents: • Answer ACD calls • Activity code • Call Forcing • Emergency • Not Ready • Answer or Place Non-ACD calls • Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primary DN. The Incalls key is located in the lower right-hand corner of the programmable line/feature keys. To answer the call When the Incalls soft key flashes, tap the Incalls soft key.
Agent features To terminate the call Choose one of the following: — Press the Goodbye key. — Tap the Incalls soft key. — Tap the individual DN line soft key (to be removed from the queue). — Tap the NotReady soft key (to be removed from the queue, but to remain logged in as an agent position) or wait for the caller to terminate the call. Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call. A time interval is set by the system administrator between each incoming call.
Agent features 3. Press the Services soft key. Set the On-hook default path to Headset Enabled. Use Activity code You use Activity codes to record the types of activities performed. To record activities 1. When the Activity soft key is flashing, tap the Activity soft key. 2. Use the dialpad to enter the Activity code. 3. Tap the Activity soft key. If performing multiple tasks, repeat these steps. Note: If configured, Activity codes can be entered while in the NotReady state.
Agent features Use Emergency Use the Emergency feature to contact the supervisor immediately in an emergency situation. 1. During an active call, tap the Emergency soft key. Note: The Emergency soft key color changes and remains altered as long as the feature is active. When the supervisor answers, a threeway call commences. 2. Tap the Emergency soft key again to transfer the caller to the supervisor and terminate access to the caller and supervisor.
Agent features 2. To return to the queue, choose one of the following: — Tap the Incalls soft key — Tap the NotReady soft key. Place or answer non-ACD calls Use this feature to place or answer calls on an individual line. To place a call 1. Tap the individual DN soft key. 2. Use the dialpad to dial the telephone number. Note: The DN soft key color changes and remains altered as long as the call is active. To answer a call When the soft key for the individual DN soft key flashes, tap the DN soft key.
Agent features Contact the supervisor Use the Supervisor feature to talk to the supervisor in the following ways: • answer a call from the supervisor • answer a call from the supervisor while on another call • place a call to the supervisor • conference in the supervisor while on another call • transfer a call to the supervisor To answer a call from the supervisor When the Supervisor soft key flashes, tap the Supervisor soft key.
Agent features To place a call to the supervisor Tap the Supervisor soft key. Note: Calls are automatically put on hold when the Supervisor soft key is used. To return to the ACD call Tap the Incalls soft key. To conference in the supervisor during a call in progress 1. Tap the Supervisor soft key to talk privately with the supervisor. 2. Tap the Supervisor soft key again for a conference call. To transfer a call to the supervisor during a call in progress 1. Tap the Supervisor key. 2.
Supervisor features Supervisor features The following sections describe features available to the Supervisor: • Answer Agent • Agent key • Answer Emergency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in a nonemergency situation. 1. When the Answer Agent soft key flashes, tap the Answer Agent soft key.
Supervisor features Use 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 with the Call Agent or Observe Agent keys. Table 4 lists the four states of the LCD indicator. Table 4: Agent status LCD Description Off Agent is not logged in. On Agent is logged in but either NotReady or on a call. Slow Flashing Agent is waiting for an ACD call. Fast Flashing Agent is on a non-ACD call.
Supervisor features Use Call Agent Use the Call Agent feature to contact an Agent. 1. Tap the Call Agent soft key. 2. Choose one of the following: — Tap a selected Agent soft key. — Dial the agent’s Position ID. 3. Press the Goodbye key to end the call. Use Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold. 1. Tap the Interflow soft key. Note: The Interflow soft key color changes and remains altered while the feature is active. 2.
Supervisor features Use Night Service Use the Night Service feature to define how calls are handled outside of business hours. To activate Night Service 1. Tap the Night Service soft key. 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service soft key color changes and remains altered. All calls in queue and new calls receive night service. To transition to Night Service 1. Tap the Night Service soft key. 2. Press the 8 key (8 = T for Transition) to activate Transition mode.
Supervisor features 2. Press the 3 key (3 = D for Day) to resume Day mode. The Night Service soft key color changes and remains altered. New calls enter the queue. Observe Use the Observe feature to monitor an agent in a call. 1. Tap the Observe soft key. 2. Choose one of the following: — Tap a selected Agent soft key. — Dial the agent’s Position ID. 3. Tap the Call Agent soft key to talk to the agent being monitored. 4. Tap the Observe soft key to terminate the observation.
Supervisor features • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue To display information on the ACD queue Tap the Display Queue soft key. Information on the current ACD queue appears on the display.
Supervisor features Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor’s telephone. Tap the Display Agent soft 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 the system administrator.
Supervisor features The Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 5 lists the four states for this soft key. Table 5: Display Queue soft key states Soft key display 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 are not accepted.
Terms you should know Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the AutoDial soft key for one-touch dialing. Communication Server 1000 An office communication system. Copy key A soft 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 Any of 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 Message (Inbox) A soft key on your telephone that connects to your voice messaging system when the key is tapped. Message Waiting indicator/Incoming Call indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Meridian 1 An office communication system. More.. An option allowing access to the multiple layers of the soft keys. Mute key A fixed key used to listen to a caller without transmitting.
Terms you should know Programmable line (DN)/feature soft keys (self-labeled) The six soft keys located in the upper area of the display. Quit key A soft key on your telephone that is used to exit applications. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination.
Terms you should know Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again Active, Ringer is OFF, and Line x Unavailable. System or Switch Your office communication system. Switchhook A button that the handset depresses, disconnecting your call when you replace the handset. When lifted, the handset releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.
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Regulatory and safety information Regulatory and safety information This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation.
Regulatory and safety information Table lists EMC compliance for various jurisdictions.
Regulatory and safety information Other US/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68 This equipment complies with the CE Marking requirements. Australia: AS/ACIF S004: Voice Frequency Performance Requirements for Customer Equipment EU Countries: This device complies with the essential requirements and other relevant provisions of Directive 1999/5/EC. A copy of the Declaration may be obtained from http://www.nortel.com/corporate/community/environment/life_cycle/ declarations.
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Index Index A Display Agent status 40 About the IP Phone 2007 7 Display Queue 38 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 35 Agent login 21 Agent logout 26 Answer ACD calls 27 Answer Agent 34 Answer Emergency 35 Attendant 43 AutoDial 43 B Basic features 7 C Calibrate the touch panel 16 Call Agent 36 Cleaning the telephone screen 17 Communication Server 1000 43 Contact your supervisor 32 Copy key 12, 43 E Emergency 30 Expand to PC ke
Index M S Meridian 1 45, 47 Services key 10, 46 Message (Inbox) 45 Soft keys (self-labeled) 12, 46 Message waiting indicator 12, 45 Speaker key 11, 46 More key 12, 45 Special dial tone 46 Mute key 12, 45 Status messages 46 N Navigation keys 9, 45 Supervisor features 34 Switchhook 47 System or Switch 47 Night Service 37 Not Ready 30 T O Table 7 lists EMC compliance for various jurisdictions 50 Observe 38 Telephone controls 9 Off-hook 45 Telephone display 13 Outbox/Shift key 11, 45 Tou
Nortel Communication Server 1000 IP Phone 2007 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.
