Title page Nortel Communication Server 1000 IP Phone 1165E Call Center User Guide
Revision history Revision history April 2010 Standard 01.02. This document is up-issued to support Communication Server 1000 Release 5.5 and CS 1000 Release 6.0 with UNIStim 4.1. October 2009 Standard 01.01. This document issued to support the IP Phone 1165E.
Revision history 4
Contents Contents Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18 Security features . . . . . . . . . . . . . . . . . . . . .
Contents Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Displaying agent status . . . . . . . . . . . . . . . . .
About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E The IP Phone 1165E builds on the award-winning IP Phone 1100 Series industrial design and offers a beautiful high resolution color display which includes new graphical user interface elements that vastly improve the quality of the user experience. The IP Phone 1165E provides easy access to multiple lines and call processing features.
About the Nortel IP Phone 1165E • high-quality handsfree speakerphone • wideband audio support for handset, headset, speaker, and handsfree microphone • volume control keys for adjusting ringer, handsfree, handset, and headset volume • seven specialized feature keys — Quit — Directory — Message/Inbox — Shift/Outbox — Services — Copy — Expand • five call-handling keys: — Mute — Handsfree — Goodbye — Headset — Hold • two Gigabit Ethernet ports–for LAN and PC connections • integrated headset supp
About the Nortel IP Phone 1165E • support for Graphical External Application Server (GXAS) protocol that enables External Application Server APIs to provide feature functionality • support for IP Phone 1100 Series Expansion Module to add keys For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101).
About the Nortel IP Phone 1165E Telephone controls Figure 1 on page 10 shows the IP Phone 1165E. Figure 1: IP Phone 1165E This section describes the controls on your IP Phone 1165E. Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature. These keys are referred to as Soft keys throughout this document. When a triangle appears before a soft key label the feature is active.
About the Nortel IP Phone 1165E Press the More... key to access the next layer of soft keys (self-labeled). 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. These keys are referred to as Line/ feature keys throughout the remainder of this guide. A steady LCD icon beside a line (DN) key indicates that the line is active.
About the Nortel IP Phone 1165E (Handsfree) Press the Handsfree key to make or answer a call using the two way speakerphone. The Handsfree LED indicator, located on the Handsfree key, lights to indicate when handsfree is active. Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. Use Up and Down to scroll up and down in lists. Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections.
About the Nortel IP Phone 1165E Press the Headset key twice to open the Bluetooth Setup menu. (Headset) (Headset) (Goodbye) If Bluetooth wireless technology is not enabled on your phone, this menu is not available. Use the Goodbye key to terminate an active call. When a message is waiting, the red Visual Alerter/Message Waiting indicator lights. Also, when the ringer sounds, this indicator flashes. When your IP Phone 1165E firmware is being updated, the blue Feature Status Lamp indicator flashes.
About the Nortel IP Phone 1165E (Shift/Outbox) Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features. Note: This function is not available on all phones; consult your system administrator. (Msg/Inbox) Press the Message/Inbox key to access your voice mailbox. Note: This function is not available on all phones; consult your system administrator. (Directory) (Services) Press the Directory key to access directory services.
About the Nortel IP Phone 1165E • Password Admin: — Station Control Password The Password Admin menu is not available on all IP Phone 1165E sets. Consult your system administrator. • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) Press the Services key to exit from any menu or menu item.
About the Nortel IP Phone 1165E • The lower display area provides labels for the four soft keys. Following figure shows the IP Phone 1165E display area, including the line/feature keys and soft keys. Figure 2: IP Phone 1165E display area Self-labeled line/programmable feature key labels appear beside the line keys, and context-sensitive soft key labels appear directly above the soft keys.
About the Nortel IP Phone 1165E Figure 3 on page 17 shows an idle LCD screen. Figure 3: IP Phone 1165E LCD display screen USB support The IP Phone 1165E has a USB port for connecting a USB keyboard, USB mouse, USB headset, and USB flash drive. The IP Phone 1165E supports powered downstream 1.1-compliant USB hubs, including USB 2.0 hubs, if they offer USB 1.1-backwards compliancy. There are two levels of power for the USB port.
About the Nortel IP Phone 1165E Call features and Flexible Feature Codes Some features are not available on all IP Phones. Call features and Flexible Feature Codes (FFC) must be assigned to your IP Phone 1165E, and supported by system software. Contact your system administrator to configure these features and codes on your IP Phone 1165E.
About the Nortel IP Phone 1165E To change your SCPW: 1. Press the Services key once. (Services) 2. Press the Up/Down keys to scroll, and then highlight Password Admin. 3. Press Enter. 4. Use the dialpad to enter your password at the prompt. 5. Press the Up/Down keys to scroll and highlight New Password. 6. Press Enter. 7. Use the dialpad to enter the new password. Select 8. Press the Select soft key to accept the new password.
About the Nortel IP Phone 1165E To turn Password Protection on or off: 1. Press the Directory key. (Directory) 2. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode. 3. Use the dialpad to enter your password (if Password Protection is enabled). Enter 4. Press the Enter soft key. 5. Press the Up/Down navigation keys to scroll and highlight one of the following: — Enable Password Protection — Disable Password Protection 6.
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 27 • “Using Call Forcing” on page 28 • “Using Return to Queue on No Answer” on page 29 • “Using Activity code” on page 29 • “Using Emergency” on page 30 • “Using Not Ready” on page 31 • “Placing or answering non-ACD calls” on page 31 • “Contacting your supervisor” on page 32 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) 34 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 35 • “Using the Agent key” on page 36 • “Using Answer Emergency” on page 36 • “Using Call Agent” on page 37 • “Using Interflow” on page 38 • “Using Night Service” on page 38 • “Observing a call” on page 40 • “Displaying the queue” on page 41 • “Displaying agent status” on page 43 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 Figure 4: Current status of ACD queue Calls time overflowed into this queue Calls waiting Number of manned positions Length of time first call has waited 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 (Part 1 of 2) Indicator Queue status Description Off Light There are few or no calls waiting.
Supervisor features Table 2: States of LCD indicator (Part 2 of 2) Indicator Queue status Description Fast flashing Overloaded There are too many calls in this queue. New calls are being overflowed to another queue. 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 IP Phone. To display agent status: DisplayAgt Press the Display Agent key.
Supervisor features Figure 5: Current status of agents Positions busy on ACD calls Positions waiting for ACD calls 44 Vacant agent positions Positions busy on non-ACD calls
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 50
A About the IP Phone 1140E 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 36 Agent login 21 Answer ACD calls 27 Answer Agent 35 Answer Emergency 36 Attendant 45 AutoDial 45 B Basic features 7 C Call Agent 37 Call features 18 Contact your supervisor 32 Context-sensitive soft keys 10 Copy key 13 D Date/time display 46 Default login 25 Directory key 14 Directory Number 46 DN 46 E Emergency 30 Encrypted calling 18 1
Expand key 12 F Feature display 46 Fixed key 46 Flexible Feature Code (FFC) 46 Flexible Feature Codes 18 G Goodbye key 13, 47 H Headset key 12, 13 Hold key 12 I Indicator status 47 Information display 47 Interflow 38 Interrupted dial tone 47 L Line (DN) key 11 Local Area Network 7 Login with Agent ID and MQA 23 M Message (Inbox) key 14 Message key 47 Message waiting indicator 13, 49 More key 11 Mute key 11 2
N Navigation keys 12, 47 Night Service 38 Not Ready 31 O Observe 40 Off-hook 47 P Paging tone 47 Place or answer non-ACD calls 31 Q Quit/Stop key 13 R Ringback/ring tone 48 S Security features 18 Self-labeled line/programmable feature keys 11 Services key 14, 48 Shared Directory Numbers 48 Shift/Outbox key 14 Speaker key 12 Special dial tone 48 Special Prefix code (SPRE) 48 Station Control Password (SCPW) 18, 48 Status Messages 48 Supervisor features 35 Switchhook 49 System or Switch 49 3
T Telephone controls 15 Telephone display 15 U User Interface 49 V Volume control 11 Volume control bar 11 4
Nortel Communication Server 1000 IP Phone 1165E Call Center User Guide Copyright © 2009-2010, Nortel Networks. All Rights Reserved LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as 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.
