Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide
Title page
Revision history Revision history June 2006 Standard 6.00. This document is up-issued to reflect additional information about reserved keyboard keys. March 2006 Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5, for the IP Softphone 2050 Version 2. August 2005 Standard 4.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. September 2004 Standard 3.00.
Revision history 4
Contents Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 IP Softphone 2050 Call Control window . . . . . . . . . . . . . . . 11 Call Control window . . . . . . . . . . . . . . . . . . . . .
Contents Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphone 2050 overview IP Softphone 2050 overview The IP Softphone 2050 is a business telephone application that you can use to make and take calls over your computer. Using a headset or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Adapter.
IP Softphone 2050 overview — Shift (Outbox) — Services — Expand • Dedicated call processing keys: — Hold — Goodbye — Answer — Volume — Mute — Navigation — Message Waiting • User-selected ringer that lets the PC speakers or the headset ring for incoming calls • Choice of the following interfaces: — 1140 skin — Compact black and silver skins — Accessibility Interface for the visually impaired • Programmable hot keys that allow single key access to userdefinable features • Three input modes: Digit, A
IP Softphone 2050 overview • “Local Directory window” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on page 9 • “i2050.exe application” on page 10 Call Control window The IP Softphone 2050 Call Control window displays the line keys, feature buttons, and call display. Use this window to make and manage your telephone calls.
IP Softphone 2050 overview i2050.exe application The i2050.exe application lets the IP Softphone 2050 communicate with the server. It launches when you start the IP Softphone 2050 but remains hidden in the background. To verify that the i2050.exe is running, open the Windows Task Manager. To view the i2050.exe process, select Processes. The process appears as long as the IP Softphone 2050 icon appears in the system tray.
IP Softphone 2050 Call Control window IP Softphone 2050 Call Control window The IP Softphone 2050 Call Control window supports the 1140 skin— designed to look and feel like the desktop IP Phone 1140—as well as an additional two compact skins, available in black and silver. The IP Softphone 2050 also supports an Accessibility Interface for visually impaired users. To open the IP Softphone 2050 Call Control window: 1. From your desktop PC, select Start. 2. Select Programs. 3.
IP Softphone 2050 Call Control window Call Control window The Call Control window (see Figure 3 below and Figure 4 on page 13) includes the standard features that let you make and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 14.
IP Softphone 2050 Call Control window Figure 4: Call Control Window—Compact Skin (silver) Answer Hold Release Display Soft keys Line keys Dialpad Volume keys Mute Directory Inbox/ Messages Outbox/Shift Speaker Quit Expand Services Copy Navigation arrows Accessibility Interface______________________________ The Accessibility Interface works with JAWS® for Windows from Freedom Scientific—screen reading software that lets visually impaired users access the full range of IP Softphone 2050 features.
IP Softphone 2050 Call Control window Call Control window elements and functions Table 1 describes the elements and functions of the Call Control window. Table 1: IP Softphone 2050 components and functions (Part 1 of 3) Element Function Primary display To provide call information (such as Caller ID) and instructions for using certain soft key features. When idling, the telephone displays only the date and time.
IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 2 of 3) Element Function To scroll through menus and lists in the display area. Navigation arrows Use the Send/Enter key at the center of the navigation cluster to confirm menu selection (1140 skin only). Volume To increase or decrease the headset volume. decrease increase Mute To listen to the receiving party without transmitting. To return to a two-way conversation, click the Mute button again.
IP Softphone 2050 Call Control window Table 1: IP Softphone 2050 components and functions (Part 3 of 3) Element Directory Function To access CS 1000 Directory features. Depending on how the system administrator sets up this service, use this button to access any of the following: Personal Directory, Redial List, Callers List features, or some other server-based directory service. You can use CS 1000 Directory features to place a call.
IP Softphone 2050 Call Control window 4. Under Press a new shortcut key, enter the key combination—“Alt + Ctrl + V”, for example—that you want as your hot key. 5. Click Assign. Note: If the key combination is already taken, the previously assigned feature appears in the Shortcut currently used by text box.
IP Softphone 2050 Call Control window System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Call Control window. To access the menu, right-click the IP Softphone 2050 icon found in the Windows taskbar system tray. From the menu (Figure 5), you can make, answer, and manage your calls, as well as access macros and features.
IP Softphone 2050 Call Control window • Select Make Call to open the Phone Number dialog box. • Select Features to access server-supported features. • Select Macros to access your list of macros. • Select Open to open the Call Control window. • Select Exit to close the IP Softphone 2050. • Select Cancel to cancel the system tray menu.
IP Softphone 2050 Call Control window Local Directory The IP Softphone 2050 Local Directory (Figure 6) lets you store as many phone directories on your computer as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcut links. Figure 6: Local Directory window You can use the Local Directory to: • Link to external directories such as Outlook, Act, and LDAP, and Windows Address Book (WAB). • Dial from external directories.
IP Softphone 2050 Call Control window The Shortcut Bar on the left side of the window lists all groups of shortcut links, including: • Local Directory—main directory contacts • Redial List—most recent calls made • Callers List—most recent calls received • Quick Dials—a built in group for selecting shortcuts to contacts Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control window, select View > Local Directory. 2.
IP Softphone 2050 Call Control window Click Find Contact to enable automatic search and find of a contact entry. Click Filter to enable sorting of information for a contact entry. Click Dial to dial the default telephone number. Or click the arrow beside the button, and then click the desired number from the drop-down list. For more information about managing contacts, refer to the IP Softphone 2050 User Guide.
IP Softphone 2050 Call Control window Note: The Personal Directory, Redial List, and Callers List features have a one-minute time-out control period. If the application rests idle for one minute during any of the operations, the list closes and your IP Softphone 2050 returns to the idle state. For further information about CS 1000 Directory features (Personal Directory, Redial List, Callers List, Password Administration), consult the IP Softphone 2050 User Guide.
Agent and Supervisor features Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor. Common features are as follows. • “Line and feature keys” on page 24 • “Logging in an Agent” on page 24 • “Logging in with Agent ID and Multiple Queue Assignments” on page 25 • “Logging out an agent” on page 28 Line and feature keys The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window.
Agent and Supervisor features To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to enter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state. 4. Click InCalls to join the ACD queue, or click NotReady (Figure 7, page 24). Logging in with Agent ID and Multiple Queue Assignments To access the Multiple Queue Assignment (MQA) login, you must enter a four-digit Agent ID.
Agent and Supervisor features Login Option entries The login options require the following entries: • A four-digit Agent ID • A Supervisor ID (if your queue requires one) • Up to five ACD DNs and priority values (if priority values are being used), terminated by ##. Logging in: No Supervisor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls. 2. Dial Agent ID #. 3. Dial ACD DN 1 #. 4. Dial ACD DN 2 #. 5. Dial ACD DN 3 #. 6. Dial ACD DN 4 #. 7. Dial ACD DN 5 ##.
Agent and Supervisor features Logging in: No Supervisor ID, With Priority To log in using the No Supervisor ID, With Priority option: 1. Click InCalls. 2. Dial Agent ID #. 3. Dial ACD DN 1 #. 4. Dial Priority 1 #. 5. Dial ACD DN 2 #. 6. Dial Priority 2 #. 7. Dial ACD DN 3 #. 8. Dial Priority 3 #. 9. Dial ACD DN 4 #. 10. Dial Priority 4 #. 11. Dial ACD DN 5 #. 12. Dial Priority 5 ##. Logging in: Supervisor ID, With Priority: To log in using the Supervisor ID, With Priority option: 1. Click InCalls. 2.
Agent and Supervisor features 12. Dial ACD DN 5 #. 13. Dial Priority 5 ##. Click InCalls or NotReady to enter the ACD queue. Note: To choose the default Priority or Supervisor ID, enter # instead of a Priority entry or a Supervisor ID entry (the Priority or Supervisor ID for your set is used). Using Default Login If you normally use the same telephone for each shift, use the Default Login once at the beginning of a shift.
Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 29 • “Using Force Call” on page 30 • “Using Activity Code” on page 30 • “Using Emergency” on page 31 • “Using NotReady” on page 31 • “Answering or making non-ACD calls” on page 31 • “Contacting your supervisor” on page 32 Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN.
Agent features • Click NotReady. (This removes you from the queue but keeps you logged in as an agent position.) • Wait for the caller to terminate the call. • On your PC keyboard, press F12. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. Note: Your system administrator sets the time interval for the period between incoming calls. When calls come in, a short tone indicates the new call.
Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active. To use the Emergency feature, do the following: 1. During an active call, click Emergency. When the supervisor picks up, a three-way call commences with you, the supervisor, and the caller. 2. Click Emergency again to transfer the caller to the supervisor and terminate your access to the call.
Agent features Contacting your supervisor Use the Supervisor feature to do the following: • Answer a call from your supervisor • Answer a call from your supervisor when on another call • Place a call to your supervisor • Conference in your supervisor when on another call • Transfer a call to your supervisor Answering a call from your supervisor When the indicator next to the Supervisor key flashes, click Supervisor. The indicator remains lit as long as the call remains active.
Agent features Placing a call to your supervisor when on another call To place a call to your supervisor: 1. Click Supervisor. Calls are automatically put on hold when using Supervisor. 2. To return to the current call, click InCalls. Placing your supervisor in conference with a call in progress You can conference in your supervisor during a call in progress: • To talk privately with your supervisor, click Supervisor.
Supervisor features Supervisor features This section describes the following features that are available to supervisors: • “Using Answer Agent” on page 34 • “Using Agent key” on page 34 • “Using Answer Emergency” on page 35 • “Using Call Agent” on page 36 • “Using Interflow” on page 36 • “Using Night Service” on page 36 • “Using Observe” on page 37 • “Using Display Agent Status” on page 38 • “Using Display Queue” on page 39 Using Answer Agent Use Answer Agent to receive calls from agents
Supervisor features To activate the Agent feature: 1. Click Call Agent or Observe Agent. 2. Click Agent. Table 2 lists agent status indications. Table 2: Agent Status Indicator Display Meaning Off Agent is not logged in. On Agent is logged in but is either NotReady or on a call. Slow Flashing Agent is waiting for an ACD call. Fast Flashing Agent is on a non-ACD call. Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation.
Supervisor features Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent. 2. Click a selected Agent key or dial the agent’s Position ID. 3. To end the call, click Goodbye. Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold. The Interflow indicator flashes while the feature is active. To use the Interflow feature, do the following: 1. Click Interflow. 2.
Supervisor features Transitioning to Night Service To transition into Night Service, do the following: 1. Click Night. 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive night service. Deactivating Night Service To deactivate Night Service, do the following: 1. Click Night. 2. Click the 3 key (D for Day) to resume Day mode.
Supervisor features Using Display Agent Status Use the Display Agent feature to view a summary of current status for all agents that have an agent Position ID key assigned on the Supervisor’s telephone. See Figure 8 below. Click Display Agent. The summary information appears for 12 seconds or until you click another feature key. In the NotReady state, agent positions on either ACD or non-ACD calls count as busy. Your system administrator specifies whether calls are ACD or non-ACD.
Supervisor features Using Display Queue Use the Display Queue feature to view the status of all calls waiting in the queue. To activate Display Queue, click Display Queue. Your queue status appears in the display area of the Call Control window. See Figure 9 below.
Supervisor features Table 3: Display Queue indicators Indicator Queue Status Meaning Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue. New calls overflow to another queue.
Index Index A G Activity Code, 30 Goodbye Key 29, 34, 35, 36 Agent ID, 24, 26 Agent Login, 24 H Agent, 34 Hold, 15 Answer Agent, 34 Hot key, 16 Answer Emergency, 35 Answer, 15 I Automatic Call Distribution (ACD), 24 Inbox/Messages, 16 i2050.
Index Non-ACD calls, 31 W NotReady, 28, 31 Wide Area Network (WAN), 7 O Observe Agent, 34 Observe, 37 Outbox/Shift, 16 P Primary display, 14 Priority 28 Q Quit, 14 R Release, 15 S Services, 16 Skin display 1140 skin, 10 compact skin, 10 Soft keys, 14 Speaker, 16 Supervisor ID 26 Supervisor ID, 25 Supervisor ID, No Priority, 26 Supervisor ID, With Priority, 27 Supervisor, 32 System tray icon, 9, 18 V Voice over IP (VoIP), 7 Volume, 15 42
Nortel Communication Server 1000 IP Softphone 2050 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.
