Alcatel 4028 Скачать руководство пользователя | Manualshive

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background image

ACD : Agent set - Supervisor

station

30

9

Other

9.1

Agent set

A call centre solution allows optimum distribution of calls to agents according to their availability and skills.

9.2

Open an agent session (login) - Agent set

9.3

ACD application welcome screen - Agent set

Select the ACD
application

select the agent and

validate

ACD application welcome

screen display

depending the displayed
informations, enter
your password or
confirm

info

ACD

Login

2

6

5

3

ab

c

def

jkl

mn

o

name of the
agent set

status of the

queues

•

[01]

means: 1 call waiting (Alcatel 4028/4029 - Alcatel 4008/4018/4019).

Perso

12:55

Menu

Info

Perso

ACD

135

A2

On

[01]

Onduty

C.Work

T.Abs

Offduty

Logout

Groups

Passwd

9.4

The four operating statuses of the agent set

An agent's availability is determined by the operating status (of which there are 4), that the agent can change at any time. These
statuses are:

•

In service

, the agent is ready to receive calls.

•

Withdrawn

, the agent has withdrawn from the ACD application.

•

Additional task

, the agent is performing a task concerning a call and is not taking other calls.

•

Temporarily absent

, the agent has taken a break and is not taking calls.

The agent can change the operating status directly by entering codes (on all sets), by pressing the function keys on the set (Alcatel
4028/4029 and Alcatel 4038/4039/4068 sets), or using the 'Agent Assistant' agent software on PC (if available).

9.5

Changing the operating status of the set - Agent set

•

Changing using codes (all sets)

The operating status change codes are defined when the system is configured. Contact the system administrator to obtain these
codes.

•

Change by function keys (Alcatel 4028/4029 and Alcatel 4038/4039/4068)

Press the function key of the status to be activated. Information relative to the selected status is displayed on the screen. If a
refusal message is displayed, contact the system administrator.

9.6

Modifying your personal code - Agent set

Statuses

Codes

in service

withdrawn

enter the feature code

to activate

additional task

temporarily absent

A melody is played: activation accepted, the

change of status has been carried out

A 'buzzer' type alarm sounds: activation refused, the set
is probably not taken into account by the call centre; you

should contact your administrator

OR

new code (4 digits)

Password

2

6

5

3

ab

c

def

jkl

mno

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Содержание 4028

Страница 1: ...Alcatel OmniPCX Office Alcatel 4028 4029 ...

Страница 2: ......

Страница 3: ...Numeric keypad Hang up Alphabetic keypad Specific key on numeric keypad Navigator Move the navigation key up down to the left or to the right To go back one level press and release or to return to the welcome page press and hold during a conversation can be used to access the different pages Menu Perso etc and to return to the telephone screens Display and display keys Audio keys Partial view of d...

Страница 4: ...How ...

Страница 5: ...akers of a station group p 20 5 14 Modify the automated attendant welcome message remotely p 20 6 Keep in touch p 21 6 1 Selecting calls to be diverted p 21 6 2 Diverting calls to another number immediate diversion p 21 6 3 Diverting your calls to your voice message service p 21 6 4 When you return consult recorded messages p 21 6 5 Activate disable the personal assistant p 21 6 6 Personal assista...

Страница 6: ...e function shown associated with it on the screen Navigation Welcome screens OK key used to validate your choices and options while programming or configuring Left right navigator used to move from one page to another Up down navigator used to scroll through the content of a page Back Exit key to return to previous menu short press or return to first screen long press during a conversation provide...

Страница 7: ...me of an appointment lock the terminal define the default page displayed configure voice mail and access telephone functions such as calling back one of the last numbers or intercepting calls Perso page contains call line keys allowing supervision of calls and programmable call keys The up down navigator is used to access all the direct call keys apart from those displayed by default Direct call k...

Страница 8: ...ample the transfer function will not be available between a call in progress or a held call and an incoming call Back Exit key used to switch from a telephone screen to an application screen For example can be used while a call is in pro gress to look up a number program an appointment reminder etc Calls can also be managed from the Perso page While the call is in progress press the Back Exit key ...

Страница 9: ...6 5 3 abc def jkl mno OR 2 6 5 3 abc def jkl mno OR OR Paul in conversation Interphon OR Callback OR Text OR lift the receiver hands free press the key next to the incoming call icon OR OR Paul is calling 2 3 Using the telephone in Hands free mode Terminal idle Call in progress 2 4 Activating the loudspeaker during a conversation receiver lifted Loudspeaker you are in hands free mode press and rel...

Страница 10: ...want to call from the programmed call keys call the chosen correspondent PERSO 10 30 Helen 2 7 Calling from the common directory Your terminal has access to a common directory of outside numbers 2 8 Filtering calls using the voice mailbox This service lets you filter incoming calls to your voice mailbox When your caller leaves his message you can choose to communicate with him Activating call scre...

Страница 11: ... you are put on hold when the set is busy Callback Callback 2 11 Answering an internal call in intercom mode You can answer without lifting the receiver When you receive an internal call your telephone rings and you are connected directly in hands free mode The screen shows the caller s identity To activate Terminal idle To deactivate Terminal idle 2 12 Sending DTMF signals During a conversation y...

Страница 12: ...ute so that your correspondent cannot hear you You can hear your correspondent but he she cannot hear you The key lights up during a conversation disable microphone The key is no longer lit resume the conversation Paul in conversation ...

Страница 13: ...ll Paul in conversation Newcall 2 6 5 3 abc def jkl mno OR RedialLst OR SpeedDial John in conversation 2 6 5 3 ab c de f jkl mno John in conversation Paul in conversation OR OR 3 2 Answering a second call during a conversation A second correspondent is trying to call you Answer call displayed To return to your first caller and end the conversation in progress 3 3 Switching between calls Broker cal...

Страница 14: ...John in conversation Transfer during a conversation number of second correspondent Paul in conversation TrfVMU 2 6 5 3 abc def jkl mno select the conference function John in conversation Confer Cancel conference and return to first correspondent if conference is active Hang up on all correspondent if conference is active After the conference to leave your two correspondents talking together 3 7 Pl...

Страница 15: ...he parked call is not recovered within a preset time default value 1 min 30 it is transferred to the operator Paul in conversation Park Pickup Unpark 2 6 5 3 abc def jkl mno same key to exit Intrus Intrus Protection against intrusion 3 10 Store a number During a call to save the number onto a call key 3 11 Adjust audio volume During a call to adjust the volume level of the loudspeaker or receiver ...

Страница 16: ...ce master on hooks all the communications will be cut off 2 6 5 3 abc def jkl mno OR 2 6 5 3 abc def jkl mno 2 6 5 3 abc def jkl mno 2 6 5 3 abc def jkl mno 2 6 5 3 abc def jkl mno 4 2 Join a Meet me conference Once set up by the conference master the participants can join the Meet me conference 5 participants maximum Joining code this code is defined by the administrator during system configurati...

Страница 17: ...responding to the filtering programmed key 5 4 Call pick up You hear a telephone ringing in an office where no one can answer If authorised you can answer the call on your own telephone If the telephone ringing is in your own pick up group If the telephone ringing is not in your pick up group 5 5 Answering briefly in place of the operator Outside calls to the operator will ring on your telephone a...

Страница 18: ...ne in the system Paul is alerted 5 8 Answering a call on your pager A call on your pager can be answered from any telephone within the system 5 9 Calling a correspondent on his her loudspeaker Your internal correspondent does not answer If authorised you can remotely activate your correspondent s phone 5 10 Sending a written message to an internal correspondent Predefined message your pager beeps ...

Страница 19: ...4 Meeting at _ _ Messages to be completed using numeric keypad NewMsg display number of new and old messages personal code select message to copy by consecutive presses number to be called correspondent s name send message record a comment Voice 2 6 5 3 abc def jkl mno Consult Sendcopy 2 6 5 3 abc def jkl mno OR Sendmsg OR Record To record a comment 5 12 Sending a recorded message to a number a di...

Страница 20: ...ts to modify the automated attendant night or day time message speak you have 20 seconds number of broadcast group The message will only be broadcast on terminals not in use and which have a loudspeaker 2 6 5 3 abc def jkl mno OR voice mail call number number of your voice mailbox personal code follow the instructions of the voice guide access the personal options menu access the welcome messages ...

Страница 21: ...OR External OR Internal number to be called diversion is acknowledged You can make calls but only the destination number can call you Immediat 2 6 5 3 abc def jkl mno OR RedialLst OR SpeedDial diversion is acknowledged Immed VM 6 4 When you return consult recorded messages The light indicates that messages have been received 6 5 Activate disable the personal assistant display number of new and old...

Страница 22: ... programmed key Topaging OR 6 8 Forwarding your calls from the receiving terminal Follow me You wish to receive your calls in your present location Use the Follow me function 6 9 Applying a selective diversion You can selectively divert calls according to the caller s identity 6 10 Diverting all group calls You can divert all your group calls to another internal number your extension number divers...

Страница 23: ...6 14 Do not disturb You can make your terminal temporarily unavailable for all calls 6 15 Leaving a recorded message for internal callers You can leave a message on your terminal which will be displayed on the screen of the terminal calling you Predefined message Personal message diversion is acknowledged DND programmed key Callers wishing to contact you will see the Do Not Disturb message display...

Страница 24: ...ed using numeric keypad displays the sender s message on the screen number of messages received Displays the rest of the message and the date and time it was left Next message Previous message Erase message Call back sender of message Sending a written message to an internal correspondent Save the sender s number in your directory Terminate consultation Messaging Voice mail 0 Text mails 2 ReadTxt ...

Страница 25: ...l telephone enter number for correspondent Business account code during call programmed key 2 6 5 3 abc def jkl mno 2 6 5 3 abc def jkl mno the call is placed on hold during an internal conversation programmed key Meter Total Recall outside number called transfer call to your correspondent on hold Paul in conversation 2 6 5 3 abc def jkl mno Transfer When the internal correspondent who has taken t...

Страница 26: ...box Persomsg Voice mail Ready to record Record Voice mail recording Stop OR Pause OR Default 8 3 Modifying your personal code Your personal code is used to access your voice mailbox and to lock your telephone 8 4 Configuring the telephone ringer T Choose the tune T Adjusting the ringer volume reach the Menu page old code 4 digits new code 4 digits As long as your voice mailbox has not been initial...

Страница 27: ...u page increase or reduce the brightness of the screen or keys of the extension unit by pressing consecutively on the corresponding keys menu 10 30 Settings Phone Contrast Screen OR Keys 8 6 Selecting the welcome page This function is used to choose the page displayed by default on the telephone 8 7 Selecting language 8 8 Programming direct call keys Perso page select the default page apply your c...

Страница 28: ...permanent enter time of appointment apply the appointment time menu 10 30 Appointmt Temporary OR Permanent 2 6 5 3 abc def jkl mno At the programmed time your telephone rings To cancel your reminder request 8 12 Identify the terminal you are on The number of your telephone is displayed on the Info page If you are in conversation the display flashes and an audio tone is generated After three calls ...

Страница 29: ...ayed Long press same key to cancel Long press The music stops when a call is made or received and starts again when you hang up your telephone is locked unlocked reach the Menu page depending the displayed informations enter your password or confirm menu 10 30 Lock 2 6 5 3 abc def jkl mno reach the Menu page menu 10 30 Settings Phone Jack Headset OR Handsfree OR Ldspeaker 8 16 Activating deactivat...

Страница 30: ...ot taking other calls Temporarily absent the agent has taken a break and is not taking calls The agent can change the operating status directly by entering codes on all sets by pressing the function keys on the set Alcatel 4028 4029 and Alcatel 4038 4039 4068 sets or using the Agent Assistant agent software on PC if available 9 5 Changing the operating status of the set Agent set Changing using co...

Страница 31: ...rate box empty and orpress the key of the group to leave box full Groups Logout A supervisor can also perform the agent function from the same set 9 10 Supervising group mailboxes Supervisor station Consulting the messages When a message is left in a group mailbox the voice mail present indicator associated with the supervision key flashes Supervision keys for group mailboxes and positioning on th...

Страница 32: ...CE of the European Parliament and Council A copy of the original of this declaration of compliance can be obtained from your installer Information relative to the environment This symbol indicates that at the end of its life this product should be subject to special collection and disposal in member countries of the European Union as well as in Norway and Switzerland By ensuring this product is di...

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