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Agent and Supervisor features

20

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.

If

Enter Agent ID

appears on the

screen, use the dialpad to enter the ID.

4.

Press the

#

key. The telephone enters a

Not Ready state.

5.

To join the ACD queue, choose one of
the following:

— Tap the

Incalls

soft key.

— Tap the

NotReady

soft key.

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Summary of Contents for IP Phone 2007

Page 1: ...Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide Title page ...

Page 2: ......

Page 3: ...r 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 This document is issued to support the IP Phone 2007 on Nortel Commun...

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

Page 5: ... Enter and edit text 17 Enter text using the telephone dialpad 17 Edit text using the soft keys 18 Enter text using the pop up keyboard 18 Enter text using the USB keyboard 19 Agent and Supervisor features 20 Agent Login 20 Login with Agent ID and Multiple Queue Assignments 21 Agent ID and MQA login options 22 Default Login 24 Agent Logout 25 Agent features 26 Answer ACD calls 26 Use Force Call 27...

Page 6: ... features 33 Use Answer Agent 33 Use Agent key 34 Use Answer Emergency 34 Use Call Agent 35 Use Interflow 35 Use Night Service 36 Observe 37 Display Queue 37 Display Agent status 39 Terms you should know 41 Regulatory and safety information 47 Other 49 DenAn regulatory notice for Japan 49 Index 51 ...

Page 7: ... are available on all telephones Consult the system administrator to verify which features are available Basic features The IP Phone 2007 supports the following features 12 programmable feature keys four context sensitive soft keys providing access to a maximum of 10 features For information about context sensitive soft keys see Features and Services Fundamentals Book 2 of 6 NN43118 102 Note The I...

Page 8: ...ss 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 ...

Page 9: ...lor change for a line DN soft key indicates that the feature or line is active A flashing soft key indicates the line is on hold or the feature is being programmed Use the Goodbye key to terminate an active call Press the Hold key to put an active call on hold Press the Hold key again or press the line DN soft key beside the flashing LED indicator to return to the caller on hold Tap the Inbox soft...

Page 10: ...s 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 ...

Page 11: ...tual Office Logout if Virtual Office is configured Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Note Press the Services key to exit from any menu or menu item Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset Press the Speaker key to activate handsfree The speaker LED lights to indicate when hands...

Page 12: ...ey does not affect the status of calls currently on the telephone Soft keys are located below the LCD screen Note When the soft key changes color the feature is active Tap the More soft key to access the next layer of soft keys When a message is left for the user the Message Waiting indicator flashes Also this indicator flashes when the set ringer is ON Use the Expand soft key to access external s...

Page 13: ...reas 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 Application area The Application area provides line and feature key status information items such as caller number caller name feature prompt strings user entered digits date and time information and set information feature keys soft keys...

Page 14: ... 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 Figure 4 on page 14 shows the Tools Navigation area Figure 4 IP Phone 2007 Tools Navigation area ...

Page 15: ...on 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 Tap this icon to access the following tools used on the IP Phone 2007 Network Configuration Local Diagnostics Touch Panel Setup Contrast and Brightness USB Devices TFTP Upgrade Preferences Note Network Configuration Lo...

Page 16: ...he stylus to tap three targets following the prompts Stylus The touch panel can be operated using a stylus or a finger However use of a stylus is recommended to avoid damage to the touch panel Cleaning the Telephone Screen Hold the Goodbye key down and gently wipe the telephone screen with a soft dry cloth Tap this icon to display a virtual keyboard pop up keyboard for text entry The stylus or USB...

Page 17: ...ad You use the dialpad to enter text when using features such as programming an Autodial key For example to enter the letter A press the number 2 key once To enter the letter C press the number 2 key three times Note No letters are associated with the number 1 or the number 0 key Table 1 Application Text Entry For Use Call Server related applications for example changing feature key labels or for ...

Page 18: ...d and a number pad are available to enter text The user can type on the keyboard with the stylus The pop up keyboard 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 star and pound Other characters are ignored Table 2 Editing soft key description Soft key Des...

Page 19: ...gits 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 Table 3 shows the function keys and their associated action during telephone calls Table 3 USB keyboard function keys during telephone calls Function key Action f1 Go to Handsfree mode f2 Go to Headset mode f3 Place the current call on Hold f4 Mute ...

Page 20: ...ut 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 If Enter Agent ID appears on the screen use the dialpad to enter the ID 4 Press the key The telephone enters a Not Ready state 5 To join the ACD queue choose one of the following Tap t...

Page 21: ...f the following login procedures Agent ID and MQA login options Default login 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 N...

Page 22: ... 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 The login options require the following entries in sequential order 1 a four digit Agent ID 2 a Supervisor ID if the queue requires one 3 up to five ACD DNs and priority values if priority...

Page 23: ...he Agent ID Supervisor ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For No Supervisor ID with Priority dial the Agent 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 the 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 choo...

Page 24: ...me ACD queues and with the same Supervisor 3 Choose one of the following Tap the Incalls soft key Tap the NotReady soft key to enter the ACD queue 1 Lift the handset 2 Tap the Incalls soft key 3 When Enter Agent ID appears on the screen use the dialpad to enter the ID 4 Choose one of the following If the queue requires a Supervisor ID press the key three times If the queue does not require a Super...

Page 25: ...he ACD queue choose one of the following Tap the Incalls soft key Tap the NotReady soft key 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 ...

Page 26: ...g 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 ...

Page 27: ...e ACD call automatically goes to the agent position Pressing the Incalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users 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 l...

Page 28: ...the Services soft key Set the On hook default path to Headset Enabled 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 ...

Page 29: ... 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 three way call commences 2 Tap the Emergency soft key again to transfer the caller to the supervisor and terminate access to the caller and supervisor 1 Tap the NotReady soft key to temporarily log out of the system Note The NotReady soft key colo...

Page 30: ... following Tap the Incalls soft key Tap the NotReady soft key 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 When the soft key for the individual DN soft key flashes tap the DN soft key Note The DN soft key color changes and remains altered as long as the call is active ...

Page 31: ...call transfer a call to the supervisor To answer a call from the supervisor To answer a call from the supervisor while on another call When the Supervisor soft key flashes tap the Supervisor soft key Note The soft key color changes and remains altered as long as the call is active 1 The Supervisor soft key flashes and a buzzer sounds 2 Press the Hold key to put the current call on hold 3 Tap the S...

Page 32: ...s Tap the Supervisor soft key Note Calls are automatically put on hold when the Supervisor soft key is used Tap the Incalls soft key 1 Tap the Supervisor soft key to talk privately with the supervisor 2 Tap the Supervisor soft key again for a conference call 1 Tap the Supervisor key 2 When the supervisor answers tap the Supervisor key again 3 Press the Goodbye key to terminate access to the call ...

Page 33: ...Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation 1 When the Answer Agent soft key flashes tap the Answer Agent soft key Note 1 The Agent ID of the contacting individual displays on the telephone Note 2 The soft key color changes and remains altered as long as the call is active The status changes to NotReady 2 Press the Goodbye k...

Page 34: ...s from agents in an emergency situation 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 1 When the Answer Emergency soft key flashes tap the Answer Emergency soft key Note 1 The Agent ID of the contacting individual displays on the telephone...

Page 35: ...redefined threshold 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 1 Tap the Interflow soft key Note The Interflow soft key color changes and remains altered while the feature is active 2 Tap the Interflow soft key again to deactivate the feature and resume normal call flow ...

Page 36: ...ft 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 1 Tap the Night Service soft key 2 Press the 8 key 8 T for Transition to activate Transition mode The Night Service soft key color changes and remains altered All calls in queue remain in queue and new calls receive Nigh...

Page 37: ...aiting in the queue number of agent positions occupied for the queue 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 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 Ob...

Page 38: ... call has waited in the queue number of calls that have overflowed into the queue To display information on the ACD queue Figure 5 Current status of ACD queue Tap the Display Queue soft key Information on the current ACD queue appears on the display ...

Page 39: ...Position ID key assigned on the supervisor s telephone Figure 6 Current status of agents 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 non ACD calls as specified by the system administrator ...

Page 40: ...e 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 Fast Flashing Overloaded Too many calls in this queue New calls are overflowed to another queue ...

Page 41: ...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 Directory soft key Enables access to Corporate Directory Personal Directory Redial List and Callers List Directory Number DN A number consisting of one to seven digits for a telephone Also known as an extension numbe...

Page 42: ...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 Information display Any display of call activity lists prompts and status of calls Information line A 1 line by 24 character area that displays date and time or applic...

Page 43: ...ller without transmitting Navigation key Contains the Up Down and Left Right keys used to scroll through menus and lists appearing on the LCD display screen Off hook Any line selected to make a call or receive an incoming call The term off hook is applied 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 set or d a line is aut...

Page 44: ... Test Local Mode and Resume Normal Mode Soft keys A set of keys programmed by your system administrator These four keys located in the middle of the display area have four pro grammable layers that are accessed through the More soft key These keys are also used to configure parameters in the Tele phone Options menu Speaker key A fixed key used to activate Handsfree Special dial tone The three cons...

Page 45: ...resses 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 User interface Screen displays that interact with the end user as a result of an action or event Volume control bar A rocker bar you press to increase or decrease the volume of the ringer handset headset speaker...

Page 46: ...Terms you should know 46 ...

Page 47: ...iving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help Note The user should not make changes or modifications not expressly approved by Nortel Networks Any such changes could void the user s authority to operate...

Page 48: ...ass B Emissions Information technology equipment Radio disturbance EN 55024 Information technology equipment Immunity characteristics Limits and methods of measurement EN 61000 3 2 Limits for harmonic current emissions equipment input current 16 A per phase EN 61000 3 3 Limitation of voltage fluctuations and flicker in low voltage supply systems for equipment with rated current 16 A Japan VCCI Reg...

Page 49: ...rmance 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 html or Nortel Networks GmbH address Ingolstaedter Strasse 14 18 80807 Munich Germany DenAn regulatory notice for J...

Page 50: ...Regulatory and safety information 50 ...

Page 51: ...hone screen 16 Communication Server 1000 41 Contact your supervisor 31 Copy key 12 41 D Date Time display 41 Default login 24 Directory key 11 41 Directory Number DN 41 Display Agent status 39 Display Queue 37 E Emergency 29 Expand to PC key 12 41 F Fastbusy signal 42 Feature display 42 Fixed key 42 Force Call 27 G Goodbye key 9 42 H Handsfree 42 Headset key 11 42 Hold key 9 42 I Indicator status ...

Page 52: ... DN feature keys self labeled 44 Programmable line DN feature soft keys self labeled 9 Q Quit key 12 44 R Regulatory and safety information 47 Ringback ring tone 44 S Services key 10 44 Soft keys self labeled 12 44 Speaker key 11 44 Special dial tone 44 Status messages 44 Supervisor features 33 Switchhook 45 System or Switch 45 T Table 7 lists EMC compliance for various jurisdictions 48 Telephone ...

Page 53: ......

Page 54: ... OR CONDITION OF ANY KIND EITHER EXPRESS OR IMPLIED The information and or products described in this document are subject to change without notice Nortel the Nortel logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks All other trademarks are the property of their respective owners Publication Number NN43118 102 Document Release Standard 02 01 Date April 2008 Produc...

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