Title page Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide
Revision history Revision history July 2006 Standard 5.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. LOGOs and trademark information updated. Document feedback URL added to back page. August 2005 Standard 4.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. September 2004 Standard 3.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.0. October 2003 Standard 2.00.
Revision history 4
Contents Contents About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 15 Logging in an Agent . . . . . . . . . . . . . . . . . . . .
Contents Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the Phone About the Phone The Nortel IP Phone 2002 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 all telephones. Consult your system administrator to verify the features that are available on your telephone. 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 illustrates key labels.
About the Phone Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator.
About the Phone Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Telephone controls Note: Some IP Phone 2002 sets include optional key caps. 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 Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume. The InCalls key is the primary DN key.
About the Phone 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. Use the Goodbye key to terminate an active call.
About the Phone (Services) Press the Services key and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — OnHook Default Path — Display diagnostics — Local DialPad Tone — Ring type — Change feature key label — Set Information • Password Admin: — Station Control Password • Display Network Diagnostics Utilities Note: Only your system administrator or service provider can use Display Network Diagnostics Utilities
About the Phone • 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) Note 1: Press the Services key to exit from any menu or menu item. • The Password Admin menu many not be available on your IP Phone 2002. 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.
About the Phone Soft keys (self-labeled) are located below the display area. 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 (self-labeled). When a message is left for the user, the Message Waiting Indicator flashes. Also, this indicator flashes when the set ringer is ON. (Quit) Press the Quit key to end an active application.
About the Phone Telephone display The IP Phone 2002 has two display areas: • The upper display area contains single-line information for items such as caller number, caller name, feature prompt string, user-entered digits, date and time information, and set information. • The lower display area provides soft key label information. 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, which are: • “Logging in an Agent” on page 15 • “Logging in with Agent ID and Multiple Queue Assignments” on page 16 • “Logging out an Agent” on page 20 Logging in an 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. b. Press the Services key. Change the “On-hook default path” to “Headset Enabled”.
Agent and Supervisor features Using 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 18. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID). 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.
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 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 and with the same Supervisor. 1. Lift the handset. 2. Press the InCalls key. 3. When “Enter Agent ID” appears on the screen, use the dial pad to enter your ID. 4. Choose one of the following: — If your queue requires a Supervisor ID, press the # key three times.
Agent and Supervisor features Logging out an 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 during 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 Force Call” 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 26 • “Supervisor features” on page 29 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN.
Agent features To terminate the call: Choose one of the following: (Goodbye) • Press the Goodbye key. • 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 Force Call Use the Force Call feature to automatically connect an incoming ACD call.
Agent features (Services) 3. Press the Services key. Set the “On-hook 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 dial pad 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 dial pad to dial the telephone number. Note: The LCD remains lit as long as you are on the call. To answer a call: When the LCD next to your individual DN key flashes, press the DN 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 26 • “To answer a call from your supervisor when on another call:” on page 26 • “To place a call to your supervisor:” on page 27 • “To conference in your supervisor during a call in progress:” on page 27 • “To transfer a call to your supervisor during a call in progress:” on page 27 To answer a call from your supervisor: When the
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) 28 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 29 • “Using the Agent key” on page 30 • “Using Answer Emergency” on page 30 • “Using Call Agent” on page 31 • “Using Interflow” on page 31 • “Using Night Service” on page 32 • “Observing a call” on page 33 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a nonemergency situation. 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 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 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. 1. Press the Call Agent key. 2. Choose one of the following: — 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. 1. Press the Interflow key.
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. To transition to Night Service: 1. Press the Night Service key. 2.
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. 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.
Accessories Accessories Nortel 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 to your IP Phone 2002. You can connect up to two KEMs to your IP Phone 2002, providing a total of 48 additional keys. Figure 4: The IP Phone KEM For more information about the KEM, consult the Nortel IP Phone Key Expansion Module (KEM) User Guide.
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. Date/Time display The current date and time when the telephone is in an idle state. Directory key Enables access to Corporate Directory, Personal Directory, Redial List, and Callers List.
Terms you should know 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. Hold key A fixed key used to place an active call on hold.
Terms you should know 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 IP Phone 2002, 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 Outbox/Shift key A fixed key reserved for future feature development. Primary Directory Number The main extension number on your telephone. Programmable line (DN/feature keys (self-labeled) The four keys located at the sides of the upper area of the display. Quit key A fixed 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 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features. Status messages A message displayed to inform the user of important information. A right arrow appears if more than one Status Message is present. Examples of Status Messages include: Message 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.
Terms you should know 40
Index Index A F About the IP Phone 2002 7 Fastbusy signal 35 Activity code 23 Feature display 36 Agent and Supervisor features 15 Fixed key 36 Agent features 21 Force Call 22 Agent key 30 Agent logout 20 G Answer ACD calls 21 Goodbye key 10, 36 Answer Agent 29 Answer Emergency 30 Attendant 35 AutoDial 35 B H Handsfree 36 Headset key 12, 36 Hold key 10, 36 Basic features 7 I C Indicator status 37 Call Agent 31 Information display 36 Communication Server 1000 35 Information line 36 C
Index More key 13, 37 Mute key 12, 37 System or Switch 39 T N Telephone controls 9 Navigation keys 10, 37 Telephone display 14 Night Service 32 Not Ready 24 U User interface 39 O Observe 33 V Off-hook 37 Volume control bar 9, 39 Outbox/Shift key 13, 38 P Paging tone 38 Place or answer non-ACD calls 25 Primary Directory Number 38 Programmable line (DN)/feature keys (self-labeled) 10, 38 Q Quit key 13, 38 R Ringback/ring tone 38 S Services key 11, 38 Soft keys (self-labeled) 13, 38 Speaker k
Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide Copyright © 2006 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.
