Avaya IP Softphone 2050 Call Center User Guide
Contents
1. Line keys Line keys Display Navigation arrows Soft keys Quit Inbox Messages ervices Outbox Shift Copy Directory Volume up WJ CG Release Volume down GES Expand Mute rors gruv gm Answer Speaker Hold Dialpad IP Softphone 2050 Call Control window Figure 4 Call Control Window Compact Skin silver IP Softphone 2050 File Edit Keys View Help 1246 2 04pm Conf Forward More 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 For more information about the Accessibility Interface consult the IP Softphone 2050 User Guide 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 s2. To login an agent 1 Click InCalls Figure 7 page 24 2 If 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 page 24 Logging in with Agent ID and Multiple Queue Assignments To access the Multiple Queue Assignment MQA login you must enter a four digit Agent ID The MQA lets you add up to five ACD DNs the MQA also lets you add 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 MQA login options To enter ACD queues use an Agent ID login with one of the following four MQA login options e No Supervisor ID No Priority e Supervisor ID No Priority e No Supervisor ID with Priority Supervisor ID with Priority Note If 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 Agent and Supervisor features Login Option entries The login options require the following entries A four digit Agent ID A Supervisor ID if your queue requires one Up to five ACD DNs and priority values if priority values are being used terminated by Logging in No Supervisor ID No Priority T
3. N for Night to go into Night Service Supervisor features 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 To activate 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 3 To terminate the observation click Observe Supervisor features 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 St
4. 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 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 To end the call click Goodbye 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 Activating Night Service To activate Night Service do the following 1 Click Night 2 Click the 6 key
5. click Goodbye Supervisor features Supervisor features This section describes the following features that are available to supervisors e Using Answer Agent on page 34 e Using Agent key on page 34 e Using Answer Emergency on page 35 e Using Call Agent on page 36 e Using Interflow on page 36 e Using Night Service on page 36 e Using Observe on page 37 e Using Display Agent Status on page 38 e Using Display Queue on page 39 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 2 To end the call click Goodbye Using Agent key Use the Agent feature to connect 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 Supervisor features 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
6. from the USB Audio Adapter Designed to work with IP based phone systems the IP Softphone 2050 provides Voice over IP VoIP 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 Twelve 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 l
7. 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 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 Directory To access CS 1000 Directory features Depending on how the system administrator sets up this service use this button to access any of the following Personal Directory Redial List Callers List features or some other server based directory service You can use CS 1000 Directory features to place a call The call is placed on your prime line unless you select a different line amp Services To access a list of network services B Expand Feature reserved for future use ry To access your messages or return a call Inbox Messages A 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 r
8. the Priority or Supervisor ID for your set is used 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 3 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 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 Answering ACD calls on page 29 e Using Force Call on page 30 e Using Activity Code on page 30 Using Emergency on page 31 Using NotReady on page 31 e Answering or making non ACD calls on page 31 e Contacting your supervisor on page 32 Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN You can find the InCal
9. 6 Call Control Window 1140 skin 12 Compact Skin 13 Copy 14 CS 1000 Directory 22 D Default Login 28 Dialpad 15 Directory 16 Display Agent 38 Display Queue 39 E Emergency 31 Expand 16 F Force Call 30 G Goodbye Key 29 34 35 36 H Hold 15 Hot key 16 i2050 exe application 10 Inbox Messages 16 InCalls 28 29 Indicator Display 35 Interflow 36 L Line and feature keys 24 Line keys 15 Local Area Network LAN 7 Local Dialpad Tone 32 Local Directory 20 M MakeSetBusy 28 Multiple Queue MQA 25 Mute 15 Assignment N Navigation arrows 15 Night Service 36 No Supervisor ID No Priority 26 No Supervisor ID With Priority 27 Non ACD calls 31 W NotReady 28 31 Wide Area Network WAN 7 O Observe Agent 34 Observe 37 Outbox Shift 16 P Primary display 14 Priority 28 Q Quit 14 R Release 15 S Services 16 Skin display 1140 skin 10 compact skin 10 Soft keys 14 Speaker 16 Supervisor ID 26 Supervisor ID 25 Supervisor ID No Priority 26 Supervisor ID With Priority 27 Supervisor 32 System tray icon 9 18 V Voice over IP VoIP 7 Volume 15 Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright 2006 Nortel Networks All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendati
10. N RTEL Nortel Communication Server 1000 IP Softphone 2050 Call Center User Guide FE gt BRIRAA 0000000000111 00 000 eo Co 1 nie 0000n010010r JANE FOT 10101010010183636363349 1010 i 010000000000000 0000000001HHH HE 0000101010100000 09 1010101 Revision history 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 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 support Meridian 1 Release 25 40 and Succession Communication Server for Enterprise 1000 Release 2 0 Revision history Contents IP Softphone 2050 overview 00 cece eee eee 7 Featuies ming a DARAAN BA DAG ae EnS TERNE be Eee 7 Components 22000 c eee eee eee 8 BLE od ee a es 10 IP Softphone 2050 Call Control window 11 Call Control window 0 0 0 e eee eee 12 Call Control window elements and functions 14 H
11. OUKEYS aeaiia hen D SaS SEE RESA ken dead 16 System tray icon and menu 0 0 00 eee ee 18 Local Directory 0 cee 20 CS 1000 Directory ee 22 Agent and Supervisor features 24 Line and feature keys ee 24 Logging in an Agent annan eee 24 Logging in with Agent ID and Multiple Queue Assignments 25 Logging out an agent nn nn annan 28 Agent features eee 29 Answering ACD calls 00 29 Using Force Call navna nn ea 30 Using Activity Code rann 30 Using Emergency vann eee 31 Using NotReady 0 31 Answering or making non ACD calls 31 Contacting your supervisor 22 20000eees 32 Supervisor features 0c cece ees 34 Using Answer Agent 0 000 cece eee 34 Using Agent key ee 34 Using Answer Emergency 2 35 Using Call Agent annan nanna ner 36 Using Interflow vnr annan 36 Using Night Service 0 36 Using Observe 2 37 Using Display Agent Status a 38 Using Display Queue ce 39 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
12. alDirectory ld IP Softphone 2050 Directory i Ble Edit View Directory Dial Help DS AEXB a Ge i Shortcut Bar 2 Business Phon Mobile Phone No Fa Disda 64 819 677 7777 819 333 444 613 654 3210 506 222 3434 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 m 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 including e Local Directory main directory contacts Redial List most recent calls made Callers List most recent calls received 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 select View gt Local Directory 2 Select on one of the following Onthe Shortcut Bar select Directories gt Local Directory On the menu select Directory gt View gt Local Directory Note To open a previously accessed Local Directory select File gt Recent Directories and then select the Local Directory
13. and to access external directories such as LDAP Outlook and WAB For more information about the Local Directory window consult the IP Softphone 2050 User Guide Settings window Use the Settings window a series of dialog boxes to set up the various IP Softphone 2050 features For more information about the Settings window consult the P Softphone 2050 User Guide 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 IP Softphone 2050 overview 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 Display Both IP Softphone 2050 skins 1140 and compact skins support two display areas shown in Figure 1 and Figure 2 Figure 1 IP Softphone 2050 1140 skin display N RTEL Primary display Soft keys Figure 2 IP Softphone 2050 compact skin 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 prov
14. ange of Call Control window functions and menu options Adding a hot key To add a new hot key 1 Select File gt Settings gt Hot Keys 2 Choose the feature group that you want to access Buttons Menu or Select Fields Accessibility Interface only 3 From the Items list select the feature to which you want to assign a hot key IP Softphone 2050 Call Control window 4 Under Press a new shortcut key enter the key combination Alt Ctrl V for example that you want as your hot key 5 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 e AtoZ e Shift A to Shift Z e Alt A to Alt Z e 0to9 Alt 0 to Alt 9 e Asterisk Number sign Up down left and right arrow keys Shift Up Shift Down e PageUp PageDn e Alt F1 to Alt F12 e F1 Shift F1 Ctrl F1 Ctri Alt F1 Ctrl Alt Shift F 1 e Space bar Removing a Hot Key To remove a hot key 1 Select File gt Settings gt Hot Keys 2 Choose the feature group that you want to access Buttons Menu or Fields Accessibility Interface only 3 From the Items list select the feature from which you want to remove a hot key 4 Click Remove IP Softphone 2050 Call Control window System tray icon and menu Use the IP Softphone 2050 s
15. atus 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 eee ae ee Poe Calls time overflowed 0 into this queue Length of time first N f umber o call has waited active positions To view the amount of call traffic in the ACD queue observe the indicator beside the Display Queue key Table 3 lists the four indicator states Table 3 Display Queue indicators Indicator Queue 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 Index A Activity Code 30 Agent ID 24 26 Agent Login 24 Agent 34 Answer Agent 34 Answer Emergency 35 Answer 15 Automatic Call Distribution ACD 24 C Call Agent 3
16. er 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 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 Answering a call When the indicator next to your individual DN key flashes click DN The indicator remains lit as long as the call remains active Agent features Contacting your supervisor Use the Supervisor feature to do the following e Answer a call from your sup
17. ervisor Answer a call from your supervisor when on another call e Place a call to your supervisor e Conference in your supervisor when on another call 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 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 Agent features Placing a call to your supervisor when on another 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 Placing your supervisor in conference with a call in progress You can conference in your supervisor during 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 supervisor and the current caller Transferring a call to your supervisor during a call in progress 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
18. ets the PC speakers or the headset ring for incoming calls e Choice of the following interfaces 1140 skin Compact black and silver skins Accessibility Interface for the visually impaired e Programmable hot keys that allow single key access to user definable features e Three input modes Digit Alpha and Native e Macro functions available for programming long dialing patterns e A check box for setting hook switch status e Always on top option that keeps the Call control window on top of all other open applications Components The IP Softphone 2050 supports five main components e Call Control window on page 9 IP Softphone 2050 overview e Local Directory window on page 9 Settings window on page 9 e System tray icon and menu on page 9 e 2050 exe application on page 10 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 IP Softphone 2050 User Guide Local Directory window Use the Local Directory window to create manage and use a telephone directory stored on your local computer
19. ide 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 1140 skin designed to look and feel like the desktop IP Phone 1140 as well as an additional two compact skins 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 5 IP Softphone 2050 5 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 Select File gt Settings gt Skin 3 Select Accessibility Interface Note If 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 Call Control window The Call Control window see Figure 3 below and Figure 4 on page 13 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 14 Figure 3 Call Control Window 1 140 IP Softphone 2050
20. ls key in the lower right hand corner of the programmable line feature keys see Figure 7 on page 24 Answering a call The indicator next to the InCalls key flashes on incoming calls To answer a call e Click InCalls e On your PC keyboard press Enter Note The indicator remains lit while the call is active Terminating a call To end a call choose one of the following Click fl Goodbye Release e Click InCalls e Click the individual DN line key This removes you from the queue Agent features 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 Onyour PC keyboard press F12 Using Force Call Use the Force Call feature to automatically connect an incoming ACD call Note Your system administrator sets the time interval for the period between incoming calls 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 Using Activity Code Use the Activity Code feature to record the type of activity you are performing If configured activity codes can be entered with the phone in the NotReady state To record an activity do the following 1 When the Activity indicator flashes click Activity 2 Use the keypad to ent
21. o login using the No Supervisor ID No Priority option NO AN Bb WN gt 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 Logging in Supervisor ID No Priority To login using the Supervisor ID No Priority option DN D O Bb O N a 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 Logging in No Supervisor ID With Priority To log in using the No Supervisor ID With Priority option Oo CAL O LOT PS ONS Agent and Supervisor features Click InCalls Dial Agent ID Dial ACD DN 1 Dial Priority 1 Dial ACD DN 2 Dial Priority 2 Dial ACD DN 3 Dial Priority 3 Dial ACD DN 4 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 O oO N O O PB O N a 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 Agent and Supervisor features 12 Dial ACD DN 5 13 Dial Priority 5 Click InCalls or NotReady 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
22. oft 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 e 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 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 Element Function Navigation arrows To scroll through menus and lists in the display area Use the Send Enter key at the center of the navigation cluster to confirm menu selection 1140 skin only Volume To increase or decrease the headset volume decrease increase Q 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 Answer To answer and make calls usb Hold To place an active call
23. ons in this document are believed to be accurate and reliable but 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 to Nortel Networks Nortel Nortel Logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks Document Number NN 10300 053 Document Release Standard 6 00 Date June 2006 Produced in Canada To provide feedback or report a problem in this document go to www nortel com documentfeedback Internet address N RT E L www nortel com
24. rectory 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 For further information about the Nortel IP Softphone 2050 consult IP Phones Description Installation and Operation 553 3001 368 Agent and Supervisor features Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor Common features are as follows e Line and feature keys on page 24 e Logging in an Agent on page 24 e Logging in with Agent ID and Multiple Queue Assignments on page 25 e Logging out an agent on page 28 Line and feature keys The IP Softphone 2050 supports six line DN and feature keys accessible from the Call Control window Figure 7 Line and feature keys Supervisor Callagt Activity NotReady 2768 InCalls Use these keys to access and manage Call Center Agent and Supervisor features Logging in 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 prompts you to enter a four digit code Agent and Supervisor features
25. 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 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 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 P Softphone 2050 User Guide 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 e Personal Directory e Redial List e Callers List To open CS 1000 Directory features 1 On the Call Control window click Directory 2 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 Di
26. ystem 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 System tray menu Make Call Features Macros System tray icon From the system tray menu you can Select Headset Handset to answer a call Select Handsfree to use the speaker to answer or make a call Select Answer to take a call Select Goodbye to terminate a call e Select Hold to place an active call on hold e Select Mute to mute the headset microphone e Select Send to confirm menu selections and terminate input sequences IP Softphone 2050 Call Control window Select Make Call to open the Phone Number dialog box Select Features to access server supported features Select Macros to access your list of macros Select Open to open the Call Control window Select Exit to close the IP Softphone 2050 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 MyLoc
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