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Nortel Communication Server 1000

IP Phone 1120E

Call Center User Guide

Title page

Summary of Contents for NN43112-107

Page 1: ...Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Title page...

Page 2: ......

Page 3: ...ory May 2007 Standard 01 01 This document is up issued to support CS 1000 Release 5 0 This document reflects the new document number January 2006 Standard 1 00 This document is issued for Nortel Commu...

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

Page 5: ...r 17 Logging in using Multiple Queue Assignments for Basic ACD 19 Logging in with an Agent ID and MQA login options 19 Using Default Login 21 Logging out 22 Agent features 23 Answering ACD calls 23 Us...

Page 6: ...Contents 6 Using Answer Emergency 32 Using Call Agent 33 Using Interflow 33 Using Night Service 34 Observing a call 35 Terms you should know 37 Index 43...

Page 7: ...s Figure 1 shows the key labels Figure 1 Self labeled line programmable feature keys and context sensitive soft key labels Note Some features are not available on all telephones Consult your system ad...

Page 8: ...et volume six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy six call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold gigabit Ethernet ports built in...

Page 9: ...sion Module for IP Phone 1100 Series User Guide NN43130 101 Figure 2 shows the IP Phone 1120E Figure 2 IP Phone 1120E Telephone controls This section describes the controls on the IP Phone 1120E In so...

Page 10: ...line programmable 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 light indicates...

Page 11: ...cate 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 Naviga...

Page 12: ...er on hold Use the Expand key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Heads...

Page 13: ...as the Caller List the Redial List and the Corporate Directory 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 The Shift...

Page 14: ...ing type Call Timer On hook default path Change Feature Key Label Name Display Format Live Dialpad Password Admin Station Control Password The Password Admin menu is not available on all IP Phone 1120...

Page 15: ...ormation For example during an incoming call only the Directory Number DN appears if the caller name is greater than 10 characters Press the flashing arrow to display the caller name Test Local Mode a...

Page 16: ...About the Nortel IP Phone 1120E 16 The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD display screen Figure 3 IP Phone 1120E LCD display screen...

Page 17: ...our ACD configuration does not rely on Agent ID which is often the case if you do not share your phone with another person use the following procedure to log in to an Automatic Call Distribution ACD q...

Page 18: ...log in as an agent 1 Lift the handset 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 The phone goes into a Not Ready state or 5 To...

Page 19: ...n with an 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 20 Note A supervisor logging in to accept ACD calls is prevented...

Page 20: ...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 For No Supervisor ID With Priority dial your Agent ID ACD DN 1 Priority 1 ACD...

Page 21: ...sor To use Default Login or 3 Choose one of the following Press the In Calls key Press the NotReady key to enter the ACD queue 1 Lift the handset 2 Press the In Calls key 3 When Enter Agent ID appears...

Page 22: ...queue choose one of the following Press the In Calls key Press the NotReady key or Choose one of the following To log out completely press the MakeSetBusy key To log out temporarily press the NotRead...

Page 23: ...ge 26 Using Not Ready on page 27 Placing or answering non ACD calls on page 27 Contacting your supervisor on page 28 Answering ACD calls Use the In Calls key to answer the next queued ACD call on the...

Page 24: ...key while call forcing Auto Answer is active disconnects an active ACD call or or or Choose one of the following Press the Goodbye key Press the In Calls key Press the individual DN line key this rem...

Page 25: ...tate 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 To record activities 1 Log in 2 Replace the...

Page 26: ...Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time 1 During an active call press the Emergency key Note The Emergency LCD...

Page 27: ...D calls Use this feature to place and receive calls on your individual line To place a call 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as t...

Page 28: ...call in progress on page 29 To transfer a call to your supervisor during a call in progress on page 30 To answer a call from your supervisor To answer a call from your supervisor when on another call...

Page 29: ...the line DN key beside the flashing LED indicator to return to the caller on hold Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key Press the In Calls k...

Page 30: ...call to your supervisor during a call in progress 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...

Page 31: ...ce on page 34 Observing a call on page 35 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 Answe...

Page 32: ...e calls from agents in an emergency situation To use Answer Emergency Table 2 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or on a cal...

Page 33: ...r wait time exceeds a pre defined threshold To use Interflow 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 age...

Page 34: ...nd resume normal call flow 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...

Page 35: ...ess the 3 key 3 D for Day to resume Day mode The Night Service LCD flashes New calls enter the queue 1 Press the Observe key or 2 Choose one of the following Press a selected Agent key Dial the agent...

Page 36: ...Supervisor features 36...

Page 37: ...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 1000BaseT Gig Ethernet GigE it is also c...

Page 38: ...r off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFC Specialized codes entered using the dialpad that enable features for example Ring Again Goodbye key A fixed key used...

Page 39: ...Any line selected to make a call or receive an incoming call The term off hook is applied when a the end user lifts up the handset b the end user presses a line key c the call is automatically answer...

Page 40: ...dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent a...

Page 41: ...ng 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 Visual Alerter Message Waiting indicator An LCD or an...

Page 42: ...Terms you should know 42...

Page 43: ...sensitive soft keys 10 37 Copy key 13 D Date time display 37 Default login 21 Directory key 13 Directory Number 38 display areas 15 Display Network Diagnostics Utili ties 14 DN 38 E Emergency 26 Enter...

Page 44: ...key 13 R Return to Queue on No Answer 39 Ringback ring tone 39 S Self labeled line programmable feature keys 10 Services key 14 40 Shared Directory Numbers 40 Shift Outbox key 13 Special dial tone 40...

Page 45: ......

Page 46: ...are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary...

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