Avaya IP Softphone 2050 Call Center User Guide
Contents
1. Element Function To scroll through menus and lists in the display il area Navigation arrows Use the Send Enter key at the center of the navigation cluster to confirm menu selection 1100 series theme only Volume To increase or decrease the headset volume decrease 4 increase a Mute To listen to the receiving party without transmitting To return to a two way conversation click the Mute button again The Mute button mutes the Headset microphone LO Answer To answer and make calls weds Hold To place an active call on hold The feature key label for the line on hold displays a flashing icon to indicate that the call is on hold Return to the call by clicking the Line button of the call on hold A Release To terminate an active call Line keys To access one of six programmable Line keys These keys can represent line appearances DNs or features The communication server provides the labels that appear on these keys Dialpad To dial a telephone number Use your mouse pointer to click the numbers you want to enter IP Softphone 2050 Call Control window Table 1 IP Softphone 2050 components and functions Part 3 of 3 Element Function a Directory To access CS 1000 Directory features Depending on how the system administrator sets up this service use this button to access Personal Directory or other server based directory services You ca2. Call Control window The Call Control window see Figure 3 below and Figure 4 on page 16 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 17 Figure 3 Call Control Window 1 100 series theme Menu button ba Line keys Navigation arrows Volume up Volume down Inbox Messages ba COREE na EINANA ne E 7P0as gruv IP Softphone 2050 Call Control window Figure 4 Call Control Window Compact Theme silver IP Softphone 2050 File Edit Keys View Help 1216 2 04pm Forward More Soft keys Cont Inbox Messages Outbox Shift 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 The Accessibility Interface has been tested on JAWS Version 5 0 The screen is divided into four groups of controls Display Line and Feature Date and Time and Indicators Menu Command options in the Accessibility Interface match those in the standard Call Control window High Contrast Mode is a Microsoft Windows feature that increases legibility for visibly impaired users by increasing screen contrast Activate this feature by navigating to Start gt Control Panel
3. e Using NotReady on page 36 e Answering or making non ACD calls on page 36 e Contacting your supervisor on page 37 Incoming Call Notification A notification window appears above the system tray when incoming calls are received This window displays the ringing line DN and the incoming caller s name and number When this notification appears you can do one of the following Click Answer to answer the call Click Open to activate the IP Softphone 2050 Call Control window and select a call handling feature such as forwarding the incoming call to another line or to voicemail Click Close to close the notification window This does not disconnect the incoming call it only removes the message from your screen You can also close the notification box by clicking the close button in the top right corner When the call is disconnected a call disconnected notification appears The incoming call notification window closes automatically when the call is disconnected Agent features Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN You can find the InCalls key in the lower right hand corner of the programmable line feature keys see Figure 7 on page 27 Answering a call The indicator next to the InCalls key flashes on incoming calls To answer a call e Click InCalls e Onyour PC keyboard press Enter Note The indicator remains lit while the ca
4. Priority 30 No Supervisor ID With Priority 30 Volume 18 Non ACD calls 36 NotReady 31 32 36 W Wide Area Network WAN 9 O Observe Agent 40 Observe 42 Outbox Shift 19 P Primary display 17 Priority 31 Q Quit 17 R Release 18 S Services 19 Skin display 1140 skin 13 compact skin 13 Soft keys 17 Speaker 19 Supervisor ID 29 Supervisor ID 29 Supervisor ID No Priority 30 Supervisor ID With Priority 31 Supervisor 37 System tray icon 12 21 V Voice over IP VolP 9 Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright O 2008 Nortel Networks All rights reserved LEGAL NOTICE While the information in this document is believed to be accurate and reliable except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT AS IS WITHOUT WARRANTY 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 Document Number NN43119 100 Document Release Standard 02 02 Date July 2008 Produced in Canada To provide feedback or report a problem in this document go to www nortel com documentfeedback N RTEL www nortel com
5. 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 Agent and Supervisor features Using Default Login If you normally use the same telephone for each shift use the Default Login once at the beginning of a shift The Default Login uses your previous shift s login to place you in the same ACD queues and with the same Supervisor To use the Default Login with MQA enabled 1 Click InCalls The Enter Agent ID message appears 2 Use the keypad to enter your Agent ID For Supervisor ID Required click the pound key three times 4 To join the ACD queue click InCalls or NotReady Logging out an agent You can log out of the system either completely or temporarily Not Ready state Logging out temporarily Click NotReady This removes you from the queue but keeps you logged in as an agent position Logging out To log out completely click MakeSetBusy Note If you click MakeSetBusy while on an ACD call you are logged out automatically when the call is finished Agent features Agent features The following sections describe features that are available to agents e Incoming Call Notification on page 33 e Incoming Call Notification on page 33 e Using Force Call on page 34 e Using Activity Code on page 35 e Using Emergency on page 36
6. 101 CS 1000 Directory The CS 1000 Directory maintains contact information and server supported features in a remote central database called the Application Server Accessible from the IP Softphone 2050 Call Control window the CS 1000 Directory supports the following features Personal Directory Redial List Callers List To open CS 1000 Directory features 1 2 On the Call Control window click Directory Scroll through the following list and click to select Personal Directory Callers List Redial List Password Administration 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 NN43119 101 For further information about the Nortel IP Softphone 2050 consult IP Phones Fundamentals NN43001 368 Agent and Supervisor features Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor The IP Softphone 2050 supports six line DN and feature keys accessible from the Call Control window Figure 7 Line and feature keys Sup
7. For more information about Nortel Contact Center Manager visit www nortel com To login as an agent 1 Click InCalls Figure 7 on page 27 2 lf 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 on page 27 Agent and Supervisor features Logging in using Agent ID and Multiple Queue Assignments If your configuration uses Multiple Queue Assignment MQA use the following procedure MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values You can login using either of the following methods e Agent ID and MQA Login Option e Default Login Using MOA login options To enter ACD queues use an Agent ID login with one of the following four MGA login options e No Supervisor ID No Priority e Supervisor ID No Priority e No Supervisor ID with Priority e Supervisor ID with Priority Note l a supervisor logs in to accept ACD calls then the system prevents the supervisor from entering a Supervisor ID This includes logins in which agents are required to enter a Supervisor ID Login Option entries The login options require the following entries A four digit Agent ID e A Supervisor ID if your queue requires one e
8. NORTEL Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide AO mM Seah ID100 poco TOOTO oC 10101010010160606460349 10 10 gt 010000000000 O000000001 NN wi 00001010101000 10101 Revision history July 2008 Standard 02 02 This document is up issued to support IP Softphone 2050 Release 3 1 Updated to include information on incoming call notification December 2007 Standard 02 01 This document is up issued to support IP Softphone 2050 Release 3 May 2007 Standard 01 01 This document is issued to support Communication Server 1000 Release 5 0 This document contains information previously contained in the following legacy document now retired IP Softphone 2050 Call Center User Guide NN 10300 053 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 This document is up issued for Nortel Communication Server 1000 Release 4 0 Revision history October 2003 Standard 2 00 This document is up issued to support Succession 3 0 Software September 2002 Standard 1 00 This document is issued to supp
9. Up to five ACD DNs and priority values if priority values are being used terminated by Agent and Supervisor features Logging in No Supervisor ID No Priority To login using the No Supervisor ID No Priority option Click InCalls Dial Agent ID Dial ACD DN 1 Dial ACD DN 2 Dial ACD DN 3 Dial ACD DN 4 Dial ACD DN 5 ND Gi 2 ON gt Logging in Supervisor ID No Priority To login using the Supervisor ID No Priority option Click InCalls Dial Agent ID Dial Supervisor ID Dial ACD DN 1 Dial ACD DN 2 Dial ACD DN 3 Dial ACD DN 4 Dial ACD DN 5 o NO IP o N Logging in No Supervisor ID With Priority To log in using the No Supervisor ID With Priority option Click InCalls Dial Agent ID Dial ACD DN 1 Dial Priority 1 Dial ACD DN 2 Dial Priority 2 oa kh WON Agent and Supervisor features 7 Dial ACD DN 3 8 Dial Priority 3 9 Dial ACD DN4 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 Click InCalls Dial Agent ID Dial Supervisor ID Dial ACD DN 1 Dial Priority 1 Dial ACD DN 2 Dial Priority 2 Dial ACD DN 3 Dial Priority 3 10 Dial ACD DN 4 11 Dial Priority 4 12 Dial ACD DN 5 13 Dial Priority 5 o ml O Ci BO NN Click InCalls or NotReady
10. ctivate the Observe feature do the following 1 Click Observe 2 Doone of the following Click a selected Agent key Dial the agent s Position ID To talk to the agent you are monitoring click Call Agent Supervisor features 3 To terminate the observation click Observe 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 Figure 8 Display Agent Status Positions busy on ACD calls Vacant agent positions Positions waiting Positions busy on for ACD calls non ACD calls 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 Figure 9 Display Queue Calls Waiting Calls time overflowed into this queue Length of time first Number of call has waited active positions To view the amount of call traffic in the ACD queue observe the indicator beside the Displa
11. e To record an activity do the following 1 When the Activity indicator flashes click Activity 2 Use the keypad to enter the activity code 3 Click Activity again If performing multiple tasks repeat steps 1 through 3 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 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post call work The NotReady indicator remains lit as long as the feature is active Note l you don t activate Make Set Busy or Not Ready the system will continue to direct callers to your phone To temporarily log out of the system click NotReady To return to the queue click NotReady or InCalls Answering or making non ACD calls Use the non ACD calls feature to receive and place calls using your individual line The indicator remains lit while the call is active Placing a call 1 Click your individual DN key 2 Use the keypad to dial the telephone number Agent features Answering a ca
12. eDn Alt F1 to Alt F12 F1 Shift F1 Ctrl F1 Ctrl Alt F1 Ctrl Alt Shift F1 Space bar Removing a Hot Key To remove a hot key 1 2 3 Click the Menu button Select File gt Settings gt Hot Keys Choose the feature group that you want to access Buttons Menu or Fields Accessibility Interface only IP Softphone 2050 Call Control window 4 From the Items list select the feature from which you want to remove a hot key 5 Click Remove 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 Figure 5 System tray menu A Headset Handset 4 Handsfree Ca Answer System tray menu T Goodbye aadh Hold A mute Send Make Call Features Macros System tray icon From the system tray menu you can e Select Headset Handset to answer a call e Select Handsfree to use the speaker to answer or make a call e Select Answer to take a call e Select Goodbye to terminate a call e Select Hold to place an active call on hold IP Softphone 2050 Call Control window e Select Mute to mute the headset microphone e Select Send to confirm menu selections and terminate input sequences e Se
13. elve user defined feature keys six Programmable Line DN Feature Keys self labeled and six lines features accessed by pressing the shift key Four soft keys that provide access to a maximum of 10 features e Four line display e Directory capabilities stored locally on your PC or linked to external directories such as Lightweight Directory Access Protocol LDAP Microsoft Outlook and Windows Address Book WAB contact management software e CS 1000 Directory features Personal Directory Redial List Callers List and Password Administration stored on the application server for systems running CS 1000 Release 4 0 or 4 5 software e One click direct dialing from various windows and applications e Five specialized fixed keys Directory Inbox Message IP Softphone 2050 overview Shift Outbox Services Expand e Dedicated call processing keys Hold Goodbye Answer Volume Mute Navigation Message Waiting e User selected ringer that lets the PC speakers or the headset ring for incoming calls e Choice of the following interfaces 1100 series theme Compact black and silver themes Accessibility Interface for the visually impaired Programmable hot keys that allow single key access to user definable features Two input modes Numeric and Alphabetic e Supported languages include Arabic Chinese Traditional and Simplified Czech Danish Dutch English F
14. ervisor CallAgt Activity NotReady 2768 InCalls Use these keys to access and manage Call Center Agent and Supervisor features Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID on page 28 e Logging in with Agent ID on page 28 e Logging in using Agent ID and Multiple Queue Assignments on page 29 e Logging out an agent on page 32 WARNING Once logged on you will be placed into the queue for incoming calls If you are unavailable or away from your phone activate Make Set Busy or Not Ready to prevent callers from being directed to your phone Agent and Supervisor features Logging in without Agent ID For basic ACD If your 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 queue Logging in with Agent ID For Basic ACD or Contact Center Manager If your ACD configuration uses Agent ID which is often the case when you share your phone with another person use the following procedure to log in to 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 Note The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment
15. gt Accessbility Options gt Display and selecting the High Contrast checkbox For more information about the Accessibility Interface consult the P Softphone 2050 User Guide NN43119 101 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 Soft keys To access server definable features such as Transfer for connecting calls to other people Conference for group calls and so on To select a feature click one of the four available soft labelled soft keys and then follow the instructions on the display Available soft key features vary depending on ex Your current task the features available at any time depend on your current call activity e Server support IP Softphone 2050 functionality depends on communication server configuration Note To view additional features click the More soft key 853 Copy To copy a network service feature or folder Q Quit To quit a network service or feature IP Softphone 2050 Call Control window Table 1 IP Softphone 2050 components and functions Part 2 of 3
16. innish French German Greek Hebrew Hungarian Italian Korean Japanese Latvian Norwegian Polish Portuguese Russian Spanish Swedish and Turkish e Support for BlueTooth and standard USB headsets e Expansion Module EM Drag and Drop dialing e Macro functions available for programming long dialing patterns Acheck box for setting hook switch status IP Softphone 2050 overview e Always on top option that keeps the Call Control window on top of all other open applications Components The IP Softphone 2050 supports six main components e Call Control window on page 11 e Local Directory window on page 11 Settings window on page 11 e System tray icon and menu on page 12 e Expansion Module on page 12 e i2050 exe application on page 12 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 You also use this window to access both your Local Directory and CS 1000 Directory features Personal Directory Redial List Callers List Application Server Administration and Password Administration For more information about the Call Control window consult the P Softphone 2050 User Guide NN43119 101 Local Directory window Use the Local Directory window to create manage and use a telephone directory stored on your local computer and to access exte
17. isor and the current caller Transferring a call to your supervisor To transfer a current call to your supervisor 1 Click Supervisor 2 When your supervisor answers click Supervisor again 3 To terminate your access to the call click Goodbye Supervisor features Supervisor features This section describes the following features that are available to supervisors e Using Answer Agent on page 39 e Using Agent key on page 40 e Using Answer Emergency on page 40 e Using Call Agent on page 41 e Using Interflow on page 41 e Using Night Service on page 41 e Using Observe on page 42 e Using Display Agent Status on page 43 e Using Display Queue on page 44 Using Answer Agent Use Answer Agent to receive calls from agents in a non emergency situation Your status changes to NotReady and the indicator remains lit as long as the call is active To use the Answer Agent feature do the following 1 When the indicator next to the Answer Agent key flashes click Answer Agent The Agent ID of the person contacing you display on your telephone 2 To end the call click Goodbye Note The LCD remains lit as long as you are on the call and your status is displayed as NotReady If configured your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display Supervisor features Using Agent key Use the Agent feature to con
18. lect Make Call to open the Phone Number dialog box e Select Features to access server supported features Select Macros to access your list of macros e Select Open to open the Call Control window e Select Exit to close the IP Softphone 2050 e 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 MyLocalDirectory ld IP Softphone 2050 Directory DER Ele Edit View Directory Dial Help iDe 204x823 a Shortcut Bar A F jusines Home Phone No Mobile Phone No Fa Directories 7177 819 333 444 613 654 3210 506 222 3434 Dutlook Quick Dials Local Directory 4 items CAP NUM SCPL You can use the Local Directory to e Link to external directories such as Outlook Act and LDAP and Windows Address Book WAB e Dial from external directories e Save contacts locally to your computer e Filter long directories so they are easier to use Note Do not confuse the IP Softphone 2050 Local Directory with the Network Directory accessible by clicking M1 Directory on the toolbar IP Softphone 2050 Call Control window The Shortcut Bar on the left side of the window lists all groups of shortcut links inc
19. ll When the indicator next to your individual DN key flashes click DN The indicator remains lit as long as the call remains active 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 a call e Place a call to your supervisor e Conference in your supervisor to a call in progress e 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 Answering a call from your supervisor when on a call Answering a call from your supervisor when on another call When the indicator next to the Supervisor key flashes you can do any of the following To put the current call on hold click Hold e To speak to your supervisor click Supervisor e To return to the active call click InCalls Placing a call to your supervisor when on a 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 Agent features Conferencing your supervisor to a call in progress You can conference in your supervisor to a call in progress e To talk privately with your supervisor click Supervisor e Click Supervisor twice to activate a conference call that includes you your superv
20. ll is active Terminating a call Toenda call choose one of the following Click MN Goodbye Release e Click InCalls e Click the individual DN line key This removes you from the queue e Click NotReady This removes you from the queue but keeps you logged in as an agent position e Wait for the caller to terminate the call e On your PC keyboard press F12 Using Force Call Use the Force Call feature to automatically connect an incoming ACD call Your system administrator sets the time interval for the period between incoming calls Note You cannot use both Force Call and Return To Queue on No Answer at the same time Agent features When calls come in a short tone indicates the new call The InCalls indicator lights continuously and the ACD call automatically goes to your agent position To disconnect an active ACD call while Force Call Auto Answer is active click InCalls WARNING If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise the system connects call after call to your phone Each connected caller hears background noise and eventually hangs up Using Activity Code Use the Activity Code feature to record the type of activity you are performing If configured you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manaer Administration to track Not Ready tim
21. luding e Local Directory main directory contacts e 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 Onthe Call Control window click the Menu button 2 Select View 5 Local Directory 3 Select one of the following On the Shortcut Bar select Directories gt Local Directory Onthe menu select Directory gt View gt Local Directory Note To open a previously accessed Local Directory click the Menu button and select File gt Recent Directories then select the Local Directory you want to open Directory entry management The Directory Interface features management functions for entries located on a toolbar above the display screen Click New Contact to create new contact entries Click Properties to make information changes for contact entries such as e mail address and company information Click Delete to enable the removal of a ks contact entry 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 Gi 2 pial 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 NN43119
22. n use CS 1000 Directory features to place a call The call is placed on your prime line unless you select a different line el Services To access a list of network services 3 Expand Feature reserved for future use a To access your messages or return a call Inbox Messages 3 Outbox Shift To toggle between feature key displays Speaker To answer and make calls using the handsfree speaker Hot keys You can assign keyboard hot keys to access the full range of Call Control window functions and menu options Adding a hot key To add a new hot key 1 Click the Menu button 2 Select File gt Settings gt Hot Keys 3 Choose the feature group that you want to access Buttons Menu or Select Fields Accessibility Interface only IP Softphone 2050 Call Control window 4 From the Items list select the feature to which you wantto assign a hot key Under Press a new shortcut key enter the key combination Alt 4 Ctrl V for ekample that you want as your hot key Click Assign Note If the key combination is already taken the previously assigned feature appears in the Shortcut currently used by text box To assign a hot key you can enter any keyboard key combination except for the following AtoZ Shift A to Shift Z Alt A to Alt Z 0 to 9 Alt 0 to Alt 9 Asterisk Number sign Up down left and right arrow keys Shift Up Shift Down PageUp Pag
23. nect observe or monitor the status of each agent position Each Agent key links to a particular agent position when used with the Call Agent or Observe Agent key 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 Your status changes to NotReady and the indicator remains lit as long as the call is active To use the Answer Emergency feature do the following 1 When the indicator next to the Answer Emergency key flashes click Answer Emergency Note The Agent ID of the individual contacting you is displayed on your telephone 2 To end the call click Goodbye Supervisor features Note If Contact Center Manager Administration is in use and if multiple Agents have pressed Emergency the connected PC displays a list of Agents who have pressed Emergency 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 Toend the call click Go
24. odbye 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 Click Interflow again to deactivate the feature and resume normal call flow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours When Night Service is active the indicator lights continuously and all new calls and calls already in the queue receive night service Supervisor features Activating Night Service To activate Night Service do the following 1 Click Night 2 Click the 6 key N for Night to go into Night Service 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 Note The Night Service indicator flashes and new calls enter the queue Using Observe Use the Observe feature to monitor an agent in a call Note This feature creates a three party conference with the Supervisor Agent and Customer To a
25. ogging in with AgentID ooo 28 For Basic ACD or Contact Center Manager 28 Logging in using Agent ID and Multiple Queue Assignments 29 Using MQA login options o 29 Logging in No Supervisor ID No Priority 30 Logging in Supervisor ID No Priority 30 Logging in No Supervisor ID With Priority 30 Logging in Supervisor ID With Priority Using Default Login o 32 Logging out an agent eee eee 32 Logging out temporarily 32 Logging Out eee 32 Agent features 2 eee eee ee eee eee 33 Incoming Call Notification 33 Answering ACD calls 34 Answeringacall 34 Terminating a Call 34 Using Force Call c eee 34 Using Activity Code 35 Using Emergency Wa aa 36 Using NotReady 0 eee eee 36 Answering or making non ACD calls 36 Placing acall cious Paka ANSAYA Pe ON Se eee NGA 36 Answeringacall 37 Contacting your supervisor 37 Answering a call from your supervisor 37 Answering a call from your supervisor when on a call 37 Placing a call to your supervisor when on a call 37 Conferencing your supervisor to a call in progress 38 Transferring a call
26. ort Meridian 1 Release 25 40 and Succession Communication Server for Enterprise 1000 Release 2 0 Revision history Contents IP Softphone 2050 overview 9 FOAUUICS IIIA O Ka 9 Components 11 Call Control window 00 c eee eee eee 11 Local Directory window 11 Settings window 11 System tray icon and menu 12 Expansion Module 0c eee ee eee 12 i2050 exe application 12 Display web iii eae at 13 IP Softphone 2050 Call Control window 14 Accessibility Interface 14 Call Control window 15 Accessibility Interface 16 Call Control window elements and functions 17 HOUKOYS ables cade hie AN PG AA abe ee ae enue Mitac 19 Adding a hot key 19 Removing a Hot Key 20 System tray icon and menu 21 Local Directory 0 0 cee ee 23 Opening a Local Directory from the Call Control window 24 Directory entry management 24 CS 1000 Directory 25 Agent and Supervisor features 27 Logging in without Agent ID oo 28 For basic AGD Hua ana aaa ANA Yada hs eee eae 28 L
27. rnal directories such as LDAP Outlook and WAB For more information about the Local Directory window consult the P Softphone 2050 User Guide NN43119 101 Settings window Use the Settings window a series of dialog boxes to set up the various IP Softphone 2050 features IP Softphone 2050 overview For more information about the Settings window consult the P Softphone 2050 User Guide NN43119 101 System tray icon and menu You can right click the IP Softphone 2050 system tray icon located at the right side of the Windows taskbar at the bottom of your screen to make and manage calls Expansion Module Use the Expansion Module EM to display the status of pre programmed lines for other IP Phones on the network For more information about the Expansion Module consult the P Softphone 2050 User Guide NN43119 101 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 overview Display IP Softphone 2050 themes 1100 series and compact support two display areas shown in Figure 1 and Figure 2 Figure 1 IP Softphone 2050 1100 theme displa
28. to your supervisor 38 Supervisor features 00 cece eee eee 39 UsingAnswerAgent 39 Using Agent key 40 Using Answer Emergency 40 Using Call Agent ee eee 41 Using Interflow 0000 c cee ee 41 Using Night Service 0 000 c eee ee eee 41 Activating Night Service 42 Transitioning to Night Service 42 Deactivating Night Service 42 Using Observe 42 Using Display Agent Status 43 Using Display Queue 000 eee 44 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 Designed to work with IP based phone systems the IP Softphone 2050 provides Voice over IP VolP services using a telephony server and your Local Area Network LAN or Wide Area Network WAN The server that supports your IP Softphone 2050 determines the features you can access such as Call Conference Call Transfer and Call Forward Features The IP Softphone 2050 supports the following features e Tw
29. y NORTEL Primary display Soft keys Figure 2 IP Softphone 2050 compact theme display Primary display Soft keys The primary display area provides up to four lines of operating information such as Caller ID server status and so on The four soft keys provide access to server definable features such as Transfer Conference and so on IP Softphone 2050 Call Control window IP Softphone 2050 Call Control window The IP Softphone 2050 Call Control window supports the 1100 theme designed to look and feel like the desktop IP Phone 1100 series as well as an additional two compact themes 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 Select Nortel gt IP Softphone 2050 gt IP Softphone 2050 Accessibility Interface To open the IP Softphone 2050 Accessibility Interface from the Call Control window 1 From your desktop PC select Start gt Programs gt Nortel gt IP Softphone 2050 gt IP Softphone 2050 The Call Control window opens 2 Click the Menu button Select File gt Settings gt Theme 4 Select Accessibility Interface Note f the IP Softphone 2050 is running you must exit and restart for the change to the Accessibility Interface to take effect IP Softphone 2050 Call Control window
30. y Queue key Table 3 lists the four indicator states Table 3 Display Queue indicators Indicator Gueue Status Meaning Off Light You have few or no calls waiting On Normal You have an acceptable number of calls waiting 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 Supervisor features Index A Activity Code 35 Agent ID 29 Agent 40 Answer Agent 39 Answer Emergency 40 Answer 18 C Call Agent 41 Call Control Window 1140 skin 15 Compact Skin 16 Copy 17 CS 1000 Directory 25 D Default Login 32 Dialpad 18 Directory 19 Display Agent 43 Display Queue 44 E Emergency 36 Expand 19 Expansion Module 12 E Force Call 34 G Goodbye Key 34 39 40 41 H Hold 18 Hot key 19 l i2050 exe application 12 Inbox Messages 19 InCalls 31 34 Indicator Display 40 Interflow 41 L Line and feature keys 27 Line keys 18 Local Area Network LAN 9 Local Dialpad Tone 37 Local Directory 23 Logging in without Agent ID 28 M MakeSetBusy 32 Multiple Queue Assignment MQA 29 Mute 18 N Navigation arrows 18 Night Service 41 No Supervisor ID No
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