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Agent and supervisor features

17

Agent and supervisor features

This section describes the following login features that are common to the
Call Center agent and supervisor:

•

“Logging in as an agent” on page 17

•

“Logging in with an Agent ID and Multiple Queue Assignments” on
page 18

•

“Logging out as an agent” on page 21

Logging in as an agent

Use the Agent Login feature 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.

To log in as an agent:

1.

Lift the handset.

2.

Press the

InCalls

key.

3.

If “Enter Agent ID” appears on the
screen, use the dialpad to enter your ID.

4.

Press the # key. The phone goes into a
Not Ready state.

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Summary of Contents for 1140E

Page 1: ...Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Title page ...

Page 2: ......

Page 3: ... issued to support Nortel Communication Server 1000 Release 4 5 January 2006 Standard 2 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 November 2005 Standard 1 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 ...

Page 4: ...Revision history 4 ...

Page 5: ...g in with an Agent ID and MQA login options 19 Using Default Login 21 Logging out as an agent 21 Agent features 23 Answering ACD calls 23 Using Force Call 24 Using Activity code 25 Using Emergency 25 Using Not Ready 26 Placing or answering non ACD calls 27 Contacting your supervisor 28 Supervisor features 30 Using Answer Agent 30 Using the Agent key 31 Using Answer Emergency 31 Using Call Agent 32...

Page 6: ...Contents 6 Observing a call 35 Displaying the queue 35 Displaying agent status 37 Terms you should know 39 Index 45 ...

Page 7: ...ar directly above the keys Figure 1 shows the key labels Figure 1 User defined feature keys and soft key labels Note Some features are not available on all telephones Consult your system administrator to verify which features are available for your use Basic features The IP Phone 1140E supports the following features six user defined feature keys with labels and indicators four soft keys User defi...

Page 8: ...headset volume six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy six call processing fixed keys Mute Handsfree Goodbye Expand to PC Headset Hold gigabit Ethernet ports built in gigabit Ethernet switch for shared PC access headset jack with an On Off key USB port to support a keyboard or mouse Note Powered downstream 1 1 compliant USB hubs are supported including ...

Page 9: ...igh resolution graphical display screen Navigation keys Services key Copy key Quit Stop key Message Inbox key Shift Outbox key Directory key Hold key Expand to PC key Headset key Goodbye key Volume control Dialpad Soft keys Speaker Note If supported by your server the Feature Status Lamp provides a user defined alert Contact your system administrator to find out if this feature is available for yo...

Page 10: ... next layer of soft keys self labeled The keys on either side of the LCD display area are user defined feature keys with labels on the LCD These keys also function as line DN keys A steady LCD light beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed Note Throughout this document the ACD line key is indicated by the...

Page 11: ...phones Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note 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 The outer part of this key cluster rocks for u...

Page 12: ...located on the Headset key lights to indicate that the headset is in use Press the Headset key twice to open the Bluetooth Setup menu Note Contact your system administrator to find out if this option is available for your use For information about installing a Bluetooth wireless technology headset refer to the IP Phone 1140E User Guide Use the Goodbye key to terminate an active call When a message...

Page 13: ...our system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as the Caller List Redial List and Corporate Directory Press the Services key to open the Services menu and use the navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone Set Info Diagno...

Page 14: ...cal Mode and Resume Local Mode if Media Gateway 1000B is configured Press the Services key to exit from any menu or menu item Press the Services key twice to access the Local Tools menu and use the navigation keys to access the following items 1 Preferences 2 Local Diagnostics 3 Network Configuration 4 Lock Menu Press the Services key to exit from any menu or menu item Note Your system administrat...

Page 15: ...area provides labels for the four soft keys Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls Press the Shift Outbox key to toggle between two feature key pages and to access an additional six lines features This function is not available on all phones consult your system administrator Press the Message Inbox key to acces...

Page 16: ...play screen Upper display area User defined feature key labels Lower display area Soft key labels Middle display area Date time display Call party information Feature status information Options information Directories information 42888 47678 09 16 2 32pm 42597 44759 41798 49521 Trans Conf Forward More ...

Page 17: ...e Assignments on page 18 Logging out as an agent on page 21 Logging in as an agent Use the Agent Login feature 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 To log in as an agent 1 Lift the handset 2 Press the InCalls key 3 If Enter Agent ID appears on the screen use the dialpad to enter your ID 4 Press...

Page 18: ...A login options on page 19 Using Default Login on page 21 or 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 On Hook Means Log out HOML is configured 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 ...

Page 19: ...e 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 up to five ACD DNs and Priority values if Priority values are being used terminated by ...

Page 20: ...ent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 For Supervisor ID With Priority dial your Agent ID Supervisor ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter or 3 Choose one of the following Press the InCalls key Press th...

Page 21: ...Logging out as an agent You can log out of the system completely or temporarily Not Ready state 1 Lift the handset 2 Press the InCalls key 3 When Enter Agent ID appears on the screen use the dialpad to enter your ID 4 Choose one of the following If your queue requires a Supervisor ID press the key three times If your queue does not require a Supervisor ID press the key two times or 5 To join the A...

Page 22: ...hoose 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 MakeSetBusy NotReady ...

Page 23: ... Ready on page 26 Placing or answering non ACD calls on page 27 Contacting your supervisor on page 28 Answering 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 area of the programmable line feature keys To answer the call When the LCD next to the InCalls key flashes press the InCalls key Note The LCD remains lit as lo...

Page 24: ...g the InCalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users or or or Choose one of the following Press the Goodbye key Press the InCalls key Press the individual DN line key this removes you from the queue 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...

Page 25: ... feature to contact your supervisor immediately in an emergency situation 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 you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity codes while in the Not Ready state Activity Activity ...

Page 26: ...n the supervisor answers a three way 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 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 or 2 To return to the queue choose one of the follo...

Page 27: ...idual line To place a call To answer 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 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 2498 2498 ...

Page 28: ...nsfer a call to your supervisor during a call in progress on page 29 To answer a call from your supervisor To answer a call from your supervisor while on another call When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call The LCD next to the Supervisor key flashes and a buzzer sounds 1 Press the Hold key to put the current c...

Page 29: ...lly put on hold when you use the Supervisor key Press the InCalls key 1 Press the Supervisor key to talk privately with your supervisor 2 Press the Supervisor key again for a conference call with you your supervisor and the other caller 1 Press the Supervisor key 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Supervisor 22...

Page 30: ...ge 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 agents in a non emergency situation To use Answer Agent 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD rem...

Page 31: ...ent keys Table 1 lists the four states of the LCD indicator Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation 2 Press the Goodbye key to end the call 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 Slow Flashing Agent is waiting for an ACD call Fast Flash...

Page 32: ... the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your telephone 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 1 Press the Call Agent key or 2 Choose one of the following Press a selected Agent key Dial the agent s Position ID AnsEmerg Goodbye CallAgt AgentKey ...

Page 33: ...the Night Service feature to define how calls are handled outside of business hours To activate Night Service 3 Press the Goodbye key to end the call 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 1 Press the Night Service key Goodbye Interflow Interflow NightSvc ...

Page 34: ... queue and new calls receive 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 the queue remain in the queue and new calls receive 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 NightSvc NightSvc ...

Page 35: ...f 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 1 Press the Observe key or 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 Obser...

Page 36: ...s the four states for this LCD indicator Press the Display Queue key Information on your current ACD queue appears on the display Table 2 States of LCD indicator Part 1 of 2 Indicator Queue status Description Off Light There are few or no calls waiting On Normal An acceptable number of calls are waiting DisplayQue WAITING MAND LWAIT TOFQ 12 9 0 20 0 Length of time first call has waited Calls time ...

Page 37: ...ueue will not be accepted Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your syst...

Page 38: ...Supervisor features 38 Figure 5 Current status of agents ACD WAIT DH LOGOUT 23 2 0 0 Positions busy on non ACD calls Vacant agent positions Positions busy on ACD calls Positions waiting for ACD calls ...

Page 39: ...e of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Cat5e cable normally has four pairs of copper wire Category 6 Cat6 Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000Bas...

Page 40: ...dicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFCs Specialized codes entered using the dialpad that enable features for example Ring Again 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 ...

Page 41: ...lied 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 telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Ringback ring tone A sound indicating that a call you have made is ringing at its destination S...

Page 42: ...ation Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features for example Remote Call Forward 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...

Page 43: ...er interface Screen displays that interact with the end user as a result of an action or event Visual Alerter Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on ...

Page 44: ...Terms you should know 44 ...

Page 45: ...ervisor 28 D Date time display 40 Default login 21 Directory key 15 Directory Number 40 Display Network Diagnostics Utili ties 14 DN 40 E Emergency 25 Expand to PC key 12 F Feature display 40 Fixed key 40 Flexible Feature Code FFC 40 G Goodbye key 12 40 H Headset key 12 Hold key 12 I Indicator status 40 Information display 40 Interflow 33 Interrupted dial tone 41 L Line DN key 10 Local Area Networ...

Page 46: ...ack ring tone 41 S Services key 13 41 Shared Directory Numbers 41 Soft keys self labeled 42 Speaker key 11 Special dial tone 42 Special Prefix code SPRE 42 Station Control Password SCPW 42 Status Messages 42 Supervisor features 30 Switchhook 42 System or Switch 42 T Telephone controls 15 Telephone display 15 U User Interface 43 V Volume control 11 Volume control bar 11 ...

Page 47: ......

Page 48: ...ust take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Nortel Logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks The Bluetooth word mark and logos are owned by the Bluetooth SIG Inc and any use of such marks by Nortel Networks is under license Other tra...

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