Avaya IP Phone 2002 Call Center User Guide
Contents
1. G Goodbye key 10 36 H Handsfree 36 Headset key 12 36 Hold key 10 36 InCalls key 9 Indicator status 37 Information display 36 Information line 36 Interflow 31 Interrupted dial tone 36 IP Phone Key Expansion Module KEM 37 L Line DN key 10 Login with Agent ID and MQA 16 M Meridian 1 37 39 Message Inbox 10 37 Message waiting indicator 13 37 More key 13 37 system or Switch 39 Mute key 12 37 T N Telephone controls 9 Navigation keys 10 37 Telephone display 14 Night Service 32 Not Ready 24 U User interface 39 O Observe 33 V Off hook 37 Volume control bar 9 39 Outbox Shift key 13 38 p Paging tone 38 Place or answer non ACD calls 25 Primary Directory Number 38 Programmable line DN feature keys self labeled 10 38 Q Quit key 13 38 R Ringback ring tone 38 S Services key 11 38 Soft keys self labeled 13 38 Speaker key 12 38 Special dial tone 39 Status messages 39 Supervisor features 29 Switchhook 39 Nortel Communication Server 1000 IP Phone 2002 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 recommendations 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 products2. Information display Any display of call activity lists prompts and status of calls On the Nortel IP Phone 2002 the information area is a 1 line by 24 character display If the text message exceeds this area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Information line A 1 line by 24 character area that displays date and time or appli cation information Interrupted dial tone A broken or pulsed dial tone heard when you access some features on your telephone Terms you should know Nortel IP Phone Key Expansion Module KEM An optional hardware module which provides additional line appearances and feature keys to your IP Phone Up to two KEMs can be attached to your IP Phone 2002 providing a total of 48 keys Message Inbox A fixed key on your telephone which connects to your voice messaging system when the key is pressed Message waiting indicator Incoming call indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Meridian 1 An office communication system More An option allowing access to the multiple layers of the soft keys Soft keys are the four keys located directly below the display area Mute key A fixed key used to listen to the caller without transmitting Navigation key Up Down and Left Right keys used to scroll through menus and lists appearing on the LCD display screen Off
3. cc eee ees 15 Logging in with Agent ID and Multiple Queue Assignments 16 Using Agent ID and MQA login options 17 Using Default Login 0 a 19 Logging out an Agent a 20 Ae ai AA AA AA 21 Answering ACD calls 0a 21 USING Force Call ss maa aa nd AG Ka KAMAG we A oe ad 22 Using Activity code 0 cc ees 23 Using Emergency maaawa AA es AA KAN ABA AG La 24 Using Not Ready 0 0 ees 24 Placing or answering non ACD calls 25 Contacting your supervisor cee eee eee 26 Supervisor features e e ccc es 29 Using Answer Agent 0 0000 cece eee ees 29 Using the Agent key 0 00 ce eee 30 Using Answer Emergency 0c e eee ee eens 30 Using Call Agent 0 0 0 ees 31 USING INETMOW 73 a KAN ota a oe eR de a R 31 Using Night Service 0 0 ees 32 Observing a call aa 33 ACCESSOries aa es 34 Nortel IP Phone Key Expansion Module KEM 34 Terms you should know 00 0 aan 35 About the Phone About the Phone The Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection Note 1 All features are not available on all telephones Consult your system administrator to verify the features that are available on your telephone Note 2 In this guide programmable line DN feature key la
4. l 992 into Night Service gag The Night Service LCD lights continuously All calls in the queue and new calls receive Night Service To transition to Night Service HishtSuc Gey 1 Press the Night Service key aaa 2 Press the 8 key 8 T for Transition to aaa A 999 activate Transition mode aaa The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service Supervisor features To deactivate Night Service Wiaht Suc Gey 1 Press the Night Service key 2 Press the 3 key 3 D for Day to aaa aa resume Day mode aaa The Night Service LCD flashes New calls enter the queue Observing a call Use the Observe feature to monitor an agent in a call fibsepue Gey 1 Press the Observe key 2 Choose one of the following Hsaentkey Gey Press a selected Agent key Dial the agents Position ID CallAst ay 3 Press the Call Agent key to talk to the m agent you are monitoring Obzerug 4 Press the Observe key to terminate the observation Accessories Accessories Nortel IP Phone Key Expansion Module KEM The Nortel IP Phone Key Expansion Module KEM is an optional hardware module that provides additional line appearances and feature keys to your IP Phone 2002 You can connect up to two KEMs to your IP Phone 2002 providing a total of 48 additional keys Figure 4 The IP Phone KEM For more information about
5. place a call to your supervisor on page 27 e To conference in your supervisor during a call in progress on page 27 e To transfer a call to your supervisor during a call in progress on page 27 To answer a call from your supervisor Sas Gey When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call To answer a call from your supervisor when on another call SEE ei ey The LCD next to the Supervisor key flashes and a buzzer sounds Gey 1 Press the Hold key to put the current call on hold Hold Agent features AA AA Gey 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold To place a call to your supervisor S ey Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call Press the InCalls key z260 WD y To conference in your supervisor during a call in progress Supervisor Gey 1 Press the Supervisor key to talk privately with your supervisor Supervisor Gey 2 Press the Supervisor key again for a conference call with your supervisor yourself and the other caller To transfer a call to your supervisor during a call in progress Surer sar GD 1 Press the Supervisor key Agent features ci AABANG Gey 2 When your supervisor answers press the Supervis
6. when accessing telephone features Status messages A message displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Wait ing All Lines Forwarded to 6453 Do Not Disturb On Ring Again active Ringer is OFF and Line x Unavailable System or Switch Your office communication system Switchhook A button that the handset presses down disconnecting your call when you replace the handset The handset when lifted releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User Interface screen displays that interact with the end user as a result of an action or event Volume control bar A rocker bar you press to increase or decrease the volume of the ringer handset headset speaker and the Handsfree feature Terms you should know Index A About the IP Phone 2002 7 Activity code 23 Agent and Supervisor features 15 Agent features 21 Agent key 30 Agent logout 20 Answer ACD calls 21 Answer Agent 29 Answer Emergency 30 Attendant 35 AutoDial 35 B Basic features 7 C Call Agent 31 Communication Server 1000 35 Contact your supervisor 26 D Date Time display 35 Default login 19 Directory key 12 35 Directory number 35 E Emergency 24 Expand to PC key 13 35 F Fastbusy signal 35 Feature display 36 Fixed key 36 Force Call 22
7. ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 aaa For No Supervisor ID With Priority dial your Agent ID ACD DN 1 aaa Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 gaa For Supervisor ID With Priority dial your Agent ID Supervisor ID gaa ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter 3 Choose one of the following 2200 ED Hot Read Gey Press the InCalls key Press the NotReady key to enter the ACD queue Agent and Supervisor features Using Default Login Use the Default Login to log in just one time 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 Gao a 1 Lift the handset T 2 Press the InCalls key 27608 Gey 9 gag 3 When Enter Agent ID appears on the Gag 999 screen use the dial pad to enter your ID aaa 4 Choose one of the following f your queue requires a Supervisor ID press the key three times f your queue does not require a Supervisor ID press the key two times 5 To join the ACD queue choose one of the following 260 Gan Press the InCalls key Press the NotReady key Mol Ready ey Agent and Supervisor fea
8. Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide NORTEL 16 a 7481576 eleleteicis Tare thas sip PC TO 901 DIHOC aly 000000000111 1111 eTeTeTle o ke o00001n111odooo hh NAA 00000101000 0000101001111100 IO EI gt k 1010101001016363668d 10 1 ek re ey TON 0100000000000 elel OOOO00OOO9THM19MTIATYA OOOO10O10O1O1OOOOOO 101010100 Revision history Revision history July 2006 Standard 5 00 This document is up issued to support Nortel Networks Communication Server 1000 Release 4 5 LOGOs and trademark information updated Document feedback URL added to back page August 2005 Standard 4 00 This document is up issued to support Nortel Networks Communication Server 1000 Release 4 5 September 2004 Standard 3 00 This document is up issued to support Nortel Networks Communication Server 1000 Release 4 0 October 2003 Standard 2 00 This document is up issued to support Succession 3 0 Software November 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 About the Phone s e ee 7 Basic features co ae be ane oe Re eR oR Oo AA aR 7 Telephone controls 2 0 0 0 cee eee 9 Telephone display aaa 14 Agent and Supervisor features 15 Logging in an Agent
9. ault path to Headset Enabled Note If HOML is set to Yes replace the handset to log out of the queue Logging in with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment 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 Choose one of the following login procedures e Using Agent ID and MQA login options on page 17 e Using Default Login on page 19 Agent and Supervisor features Using 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 18 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID The login options require the following entries in sequential order 1 a four digit Agent ID 2 a Supervisor ID if your queue requires one 3 up to five ACD DNs and priority values if priority values are being used terminated by Agent and Supervisor features To log in 1 Press the InCalls key 2 Choose one of the following four login options lt n For No Supervisor ID No Priority aaa dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 sag For Supervisor ID No Priority dial Gag your Agent ID Supervisor ID ACD DN 1
10. bels display beside the key and soft key labels display directly above the key Figure 1 illustrates key labels Figure 1 Programmable line DN feature key and soft key labels Programmable line DN feature keys self labeled SIE a MA ES User 45645 Trans Conf Forward Soft keys self labeled Basic features The IP Phone 2002 supports the following features e four programmable line DN feature keys self labeled e four soft keys self labeled providing access to a maximum of ten features About the Phone Note Not all IP Phone 2002 sets are configured to support soft key functionality Consult your system administrator e multi field LCD display screen e call timer to indicate the duration of each call e speaker for on hook dialing or on hook listening e volume control bar for adjusting ringer speaker handset and headset volume e six specialized fixed keys Quit Directory Message Inbox Outbox Shift reserved for future development Services Expand to PC e four call processing fixed keys Hold Goodbye Handsfree Mute e shared LAN access with a PC e headset jack with On Off key e automatic network configuration e hearing aid compatibility About the Phone Figure 2 illustrates the IP Phone 2002 Figure 2 IP Phone 2002 Programmable line ON feature keys self labeled Message waiting indicator Incoming call indicator Multi field LCD d
11. g Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation HnsEmers Gey 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the individual contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status changes to NotReady Supervisor features 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an agent Cal lAst Gey 1 Press the Call Agent key 2 Choose one of the following Press a selected Agent key Asentk es Gam Dial the agent s Position ID a 3 Press the Goodbye key to end the call Goodbye Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold InterF low oud 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Supervisor features Tater low Gey 2 Press the Interflow key 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 To activate Night Service HishtSuc Gey 1 Press the Night Service key gag 2 Press the 6 key 6 N for Night to go FEE
12. hook Any line selected to make a call or receive an incoming call The term off hook is applied whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the set or d a line is automatically selected for an outgoing call Terms you should know Outbox Shift key A fixed key reserved for future feature development Primary Directory Number The main extension number on your telephone Programmable line DN feature keys self labeled The four keys located at the sides of the upper area of the dis play Quit key A fixed key on your telephone that is used to exit applications Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A fixed key used to access options such as Telephone Options Password Admin Display Network Diagnostics Utilities Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Soft keys self labeled A set of keys programmed by your system administrator These four keys located directly below the display area have four pro grammable layers The layers are accessed through the More key These keys are also used to configure parameters in the Telephone Option menu Speaker key A fixed key used to activate Handsfree Terms you should know Special dial tone The three consecutive tones followed by dial tone that you hear
13. irectory services Press the Mute key to listen to the receiving party without transmitting Press the Mute key again to return to two way conversation The Mute key applies to handsfree handset and headset microphones The Mute LED indicator flashes when the Mute option is in use About the Phone Fig More MW Soft keys self labeled are located below the display area The LCD label above the key changes based on the active feature Note When a triangle appears before a key label the feature is active Press the More key to access the next layer of Soft keys self labeled When a message is left for the user the Message Waiting Indicator flashes Also this indicator flashes when the set ringer is ON Press the Quit key to end an active application Pressing the Quit key does not affect the status of calls currently on your telephone The Expand to PC key is a fixed key reserved for future development The Outbox Shift key is a fixed key that is reserved for future development About the Phone Telephone display The IP Phone 2002 has two display areas e The upper display area contains single line information for items such as caller number caller name feature prompt string user entered digits date and time information and set information e The lower display area provides soft key label information Figure 3 shows an idle LCD display screen Figure 3 IP Phone LCD displa
14. isplay screen Handset E HEH Navigation keys Speaker Soft k Message Inbox key oft keys self labeled mi Outbox Shift key Directory key Expand to PC key Dialpad mg Handsfree LED o c x lt Handsfree key th Quit key 4 D Sy key Services key Mute LED Headset key Volume control bar Hold key Mute key Headset LED Telephone controls Note Some IP Phone 2002 sets include optional key caps Text in parenthesis indicates labels appearing on the key caps For example Services Cpg DI Use the Volume control bar to adjust the volume of the ringer handset headset speaker and Handsfree feature Press the right side of the rocker bar to increase volume the left side to decrease volume anen ST The InCalls key is the primary DN key About the Phone CallWait Gey 2403 T MD Calluait WD Goodbye Hold SI Message Programmable line DN feature keys are extra DNs or feature keys used to access additional features A steady LCD light beside a line DN key indicates that the line is active A flashing LCD indicates that the line is on hold A steady LCD light beside a feature key indicates that the feature is active A flashing LCD indicates that the feature is being programmed Use the Goodbye key to terminate an active call Press the Hold key to put an active call on hold P
15. ns lit as long as the feature is active When the supervisor answers a three way call commences with you your Supervisor and the caller Eeee Gey 2 Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and Supervisor Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post call work HotResdy Gy 1 Press the NotReady key to temporarily logout of the system Note The NotReady LCD remains lit as long as the feature is active Agent features 2 Toreturn to the queue choose one of the following 2260 Ge Press the InCalls key HotlReady Gey Press the NotReady key Placing or answering non ACD calls Use this feature to receive and place calls on your individual line To place a call 1 Press your individual DN key 2 Use the dial pad to dial the telephone number aaa Note The LCD remains lit as long as you are on the call To answer a Call 3499 ey When the LCD next to your individual DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Agent features Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways e To answer a call from your supervisor on page 26 e To answer a Call from your supervisor when on another call on page 26 e To
16. or key again N 3 Press the Goodbye key to terminate your access to the call Goodbye Supervisor features Supervisor features The following sections describe features available to the Supervisor e Using Answer Agent on page 29 e Using the Agent key on page 30 e Using Answer Emergency on page 30 e Using Call Agent on page 31 e Using Interflow on page 31 e Using Night Service on page 32 e Observing a call on page 33 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation AnzAsent Gey 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the individual contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status changes to NotReady 2 Press the Goodbye key to end the call Goodbye Supervisor features Using the 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 and can be used along with the Call Agent or Observe Agent keys Table 1 lists the four states of the LCD indicator Table 1 Agent status LCD display Description Off Agent is not logged in On Agent is logged in but either NotReady or ona call Slow Flashing Agent is waiting for an ACD call Fast Flashin
17. ress the line DN key beside the flashing LED indicator to return to the caller on hold Press the Message Inbox key to access your voice mailbox Use the Navigation keys to scroll through menus and lists on the LCD display screen About the Phone Services Press the Services key and use the navigation keys to access the following items e Telephone Options Volume adjustment Contrast adjustment Language Date Time OnHook Default Path Display diagnostics Local DialPad Tone Ring type Change feature key label Set Information e Password Admin Station Control Password Display Network Diagnostics Utilities Note Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics About the Phone Directory e Virtual Office Login and Virtual Office Logout if Virtual Office is configured e Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Note 1 Press the Services key to exit from any menu or menu item e The Password Admin menu many not be available on your IP Phone 2002 Consult your system administrator Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset Press the Speaker key to activate handsfree The speaker LED indicator lights to indicate when handsfree is active Press the Directory key to access d
18. s removes Mol Reads Gy you from the queue but keeps you logged in as an agent position or wait for the caller to terminate the call Using Force Call Use the Force Call feature to automatically connect an incoming ACD call A time interval is set by your system administrator between each incoming call When calls come in a short tone indicates the new call The InCall indicator lights continuously and the ACD call automatically goes to your agent position Pressing the InCalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users 1 Log in w 2 Replace the handset C 2 Agent features 3 Press the Services key Set the x On hook default path to Services Headset Enabled Using Activity code Use Activity code to record the types of activities you are performing To record activities ma 1 When the Activity LCD indicator is HEN ami flashing press the Activity key 2 Use the dial pad to enter the Activity code aaa 3 Press the Activity key Activites Gama If performing multiple tasks repeat these steps Note If configured Activity codes can be entered while in the NotReady state Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation EIS Gy 1 During an active call press the Emergency key Note The Emergency LCD remai
19. 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 NN10300 049 Document Release Standard 5 00 Date July 2006 Produced in Canada To provide feedback or report a problem in this document go to www nortel com documentfeedback N ORT EL www nortel com
20. the KEM consult the Nortel IP Phone Key Expansion Module KEM User Guide Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial key for one touch dialing Nortel Communication Server 1000 An office communication system Date Time display The current date and time when the telephone is in an idle state Directory key Enables access to Corporate Directory Personal Directory Redial List and Callers List Directory Number DN A number consisting of one to seven digits for a telephone Also known as an extension number Expand to PC A fixed key on your telephone reserved for future feature devel opment An audible non working tone is generated along with a display message Service not available if this key is pressed Fastbusy A signal given when all outgoing lines are busy Terms you should know Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Fixed key The hard labeled keys on your telephone Goodbye key A fixed key used to end an active call Handsfree A method of conversing with the party on the other end of the line without lifting your handset Headset key A fixed key used to answer a call using the headset Hold key A fixed key used to place an active call on hold
21. tures Logging out an Agent You can log out of the system completely or temporarily NotReady state To log out Choose one of the following e To log out completely press the ales Gama MakeSetBusy key e To log out temporarily press the Mot Ready Gey NotReady key Note If you press the MakeSetBusy key during an ACD call you log out automatically when the call finishes Agent features Agent features The following sections describe features that are available to agents e Answering ACD calls on page 21 e Using Force Call on page 22 e Using Activity code on page 23 e Using Emergency on page 24 e Using Not Ready on page 24 e Placing or answering non ACD calls on page 25 e Contacting your supervisor on page 26 e Supervisor features on page 29 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN The InCalls key is located in the lower right hand of the programmable line feature keys To answer the call When the LCD next to the InCalls key flashes press the InCalls key 2768 Gy Note The LCD remains lit as long as you are on the call Agent features To terminate the call Choose one of the following LM e Press the Goodbye key Goodbye e Press the InCalls key 2268 Gy e Press the individual DN line key This 458 Ga removes you from the queue e Press the NotReady key thi
22. y screen Upper display area Programmable line DN feature keys self labeled Lower display area Date time display Call party information Feature status information Options information Directories information Soft keys self labeled Agent and Supervisor features Agent and Supervisor features This section describes the login features that are common to the Call Center Agent and Supervisor which are e Logging in an Agent on page 15 e Logging in with Agent ID and Multiple Queue Assignments on page 16 e Logging out an Agent on page 20 Logging in an Agent Use the Agent Login to enter 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 1 Lift the handset 2 Press the InCalls key 3 If Enter Agent ID appears on the screen use the dial pad to enter your ID 4 Press the key The phone goes into a Not Ready state Agent and Supervisor features 5 To join the ACD queue choose one of the following 2200 ED Hot Read Ge Press the InCalls key Press the NotReady key 6 If you use a headset and Handset On Hook Means Log out HOML is set to No by your administrator then do the following oO a Press the Headset key and replace the handset in the cradle to receive b calls on your headset Press the Services key Change the On hook def
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