Avaya IP 2007 Call Center User Guide
Contents
1. the Observe soft key to terminate the observation Display Queue Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following number of calls waiting in the queue number of agent positions occupied for the queue Supervisor features length of time the oldest call has waited in the queue number of calls that have overflowed into the queue To display information on the ACD queue _Displayaue Tap the Display Queue soft key Information on the current ACD queue appears on the display Figure 5 Current status of ACD queue Calls time Calls waiting overflowed into this queue Number of manned Length of time first call has waited positions Supervisor features Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor s telephone Dispayat Tap the Display Agent soft key The summary information displays for twelve seconds or until another feature key is pressed Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by the system administrator Figure 6 Current status of agents Positions busy Vacant agent on ACD calls n positions Positions waiting for ACD calls Positions busy on non ACD calls Supervisor features2. The Display Queue soft key gives a visual indication of the number of calls in the ACD queue Table 5 lists the four states for this soft key Table 5 Display Queue soft key states Soft key display Queue status Description Off Light There are few or no calls waiting On Normal An acceptable number of calls are waiting Slow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue are not accepted Fast Flashing Overloaded Too many calls in this queue New calls are overflowed to another queue Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial soft key for one touch dialing Communication Server 1000 An office communication system Copy key A soft key used to copy entries to your Personal Directory from other lists such as the Caller List Redial List Corporate Directory etc Date Time display The current date and time when the telephone is in an idle state Directory soft 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 soft key on your telephone used to access external server applications Terms you should know Fastbusy A signal given when all outgoing lines are
3. Information is subject to change without notice Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant Nortel Nortel Logo the Globemark This is the Way This is Nortel Design mark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks Publication Number NN 10300 020 Document Release Standard 2 00 Date August 2005 Produced in Canada THIS JS THE WAY Internet address gt THISIS NORTEL http www nortel com NORTEL
4. e USB keyboard optional The use of any of these methods for text entry depends on the applica tion Table 1 shows the applications and input devices that can be used for text entry Table 1 Application Text Entry Call Server related applications Dialpad for example changing feature key labels or for dialing Popup or USB keyboard Tor numeric entries only Graphical applications Pop up or USB keyboard Tools menu Pop up or USB keyboard Dialpad for numeric entries Enter text using the telephone dialpad You use the dialpad to enter text when using features such as programming an Autodial key For example to enter the letter A press the number 2 key once To enter the letter C press the number 2 key three times Note No letters are associated with the number 1 or the number 0 key Enter and edit text When entering IP addresses with the dialpad the address is entered as and the telephone translates this to Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory Redial List and Callers List Table 2 describes the soft key editing functions on the IP Phone 2007 Table 2 Editing soft key description Soft key Description Cancel Stop the current action Choose Select a symbol Clear Clear the input field Case Switch the next character to eit
5. Hold key Message waiting indicator Incoming call indicator Handset Display screen Dialpad Navigation keys Handsfree LED Stylus holder Handsfree key Headset key Volume Mute key control bar Context sensitive soft keys About the IP Phone 2007 Telephone controls volume of the ringer handset headset speaker and the Handsfree feature Press the right side of the rocker bar to increase volume the left side to decrease volume Programmable line DN feature soft keys are extra DNs or feature soft keys used to access additional features PED Use the Volume control bar to adjust the Note A color change for a line DN soft key indicates that the feature or line is active A flashing soft key indicates the line is on hold or the feature is being programmed gt Use the Goodbye key to terminate an active call wrth Press the Hold key to put an active call on hold Press the line DN soft key beside the flashing LED indicator to return to the caller on hold Tap the Inbox soft key to access the voice mailbox Use the Navigation key to scroll through menus and lists appearing on the LCD screen The key rocks for up down left and right movements About the IP Phone 2007 Tap the Services soft key and use the Navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Tim
6. 48 About the IP Phone 2007 About the IP Phone 2007 The Nortel IP Phone 2007 brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection The IP Phone 2007 provides all the functionality of the IP Phone 2004 using a graphical user interface GUI In addition advanced text and graphic based web centric applications are supported The IP Phone 2007 does not support the IP Phone Key Expansion Module KEM Note Not all features are available on all telephones Consult the system administrator to verify which features are available Basic features The IP Phone 2007 supports the following features 12 programmable feature keys four soft keys self labeled providing access to a maximum of ten features Note The IP Phone 2007 may not be configured to support soft key functionality Consult the system administrator speaker for on hook dialing or on hook listening volume control bar for adjusting ringer speaker handset and headset volume four call processing fixed keys Hold Goodbye Handsfree Mute shared LAN access with a PC About the IP Phone 2007 e headset jack with On Off key e automatic network configuration e hearing aid compatibility e large color touch panel display screen web based applications support remote firmware download e USB mouse and keyboard support Figure 1 IP Phone 2007 Goodbye key
7. busy 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 Any of 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 Information display Any display of call activity lists prompts and status of calls Information line A 1 line by 24 character area that displays date and time or application information Interrupted dial tone A broken or pulsed dial tone you hear when you access some features on your telephone Terms you should know Message Inbox A soft key on your telephone that connects to your voice messaging system when the key is tapped 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 Mute key A fixed key used to listen to a caller without transmitting Navigation key Contains the Up Down and Left Right keys used to scroll through menus and lists appearing on the LCD display screen Off
8. gt THIS IS THE WAY NORTEL gt THIS IS NORTEL Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide ererelorororereroFEEEEEEEI TE i 0000 000001111111000001 0000010 0000101001999110 TO 1 2290301 01 e 010000000000000 e e 221 07 000010101010000000 1010101 Revision history Revision history August 2005 Standard 2 00 This document is up issued to support the Nortel Communication Server 1000 Release 4 5 May 2005 Standard 1 00 This document is issued to support the IP Phone 2007 on Nortel Communication Server 1000 Release 4 0 Revision history Contents About the IP Phone 2007 7 Basic cee 7 Telephone controls 9 Telephone Display 12 Application area 13 Tools Navigation area 14 Touch panel 16 Calibrate the touch panel 16 SYS escapades aes aes ee ad 16 Cleaning the Telephone Screen 16 Enter and edit text 17 Enter text using the telephone dialpad 17 Edit text using the soft keys 18 Enter text using the pop up keyboard 18 Enter text using the USB
9. 2 Class B Emissions Information Community CISPR 22 technology equipment Radio disturbance EN 55024 Information technology equipment Immunity characteristics Limits and methods of measurement EN 61000 3 2 Limits for harmonic current emissions equipment input current lt 16 A per phase EN 61000 3 3 Limitation of voltage fluctuations and flicker in low voltage supply systems for equipment with rated current lt 16 Note 1 This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause Regulatory and safety information harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outl
10. FTP Upgrade are for administrator use only About the IP Phone 2007 Tap this icon to display a virtual keyboard pop up keyboard for text entry The stylus or USB keyboard can be used to enter text in some of the applications See Enter and edit text on page 17 for further information Touch panel Use the touch panel to perform point and click operations on the IP Phone 2007 The touch panel is used with the graphical user interface GUI to present keys directly on the display All line DN keys feature keys and soft keys are activated by using the touch panel See Cleaning the Telephone Screen on page 16 for important information Calibrate the touch panel Calibrate the touch panel through the Tools menu which fine tunes the touch panel Use the stylus to tap three targets following the prompts Stylus The touch panel can be operated using a stylus or a finger However use of a stylus is recommended to avoid damage to the touch panel Cleaning the Telephone Screen Hold the Goodbye key down and gently wipe the telephone screen with a soft dry cloth CAUTION Do not use any liquids or powders on the telephone Using anything other than a soft dry cloth can contaminate telephone components and cause premature failure Enter and edit text Enter and edit text Enter and edit text on the IP Phone 2007 using the following methods e telephone dialpad e soft keys pop up keyboard
11. ation items such as caller number caller name feature prompt strings user entered digits date and time information and set information e feature keys soft keys Figure 3 on page 14 shows the Application area About the IP Phone 2007 Figure 3 IP Phone 2007 Application area Programmable line DN feature keys CS 1000 01 13 3 16 Ay XS PRIORITY 1 Multi field display screen Feature keys Tools Navigation area The Tools Navigation area provides controls for navigating between features and selecting tools It is visible and functional at all times Figure 4 shows the Tools Navigation area Figure 4 IP Phone 2007 Tools Navigation area Primary application Telephone About the IP Phone 2007 The Tools Navigation area has five main elements presented as touchable keys Tap this icon to determine which external applications are registered for example My CallPilot and launch them by tapping on the appropriate icon Tap this icon to access the Telephone screen Tap this soft key to go to the primary external application as configured by the administrator The key displays the icon of the primary application Tap this icon to access the following tools used on the IP Phone 2007 e Network Configuration Local Diagnostics Touch Panel Setup e Contrast and Brightness e USB Devices TFTP Upgrade e Preferences Note Network Configuration Local Diagnostics and T
12. ator flashes when the Mute option is in use About the IP Phone 2007 e NORTEL ue Tap the Quit soft key to end an active application Tapping the Quit soft key does not affect the status of calls currently on the telephone Soft keys self labeled are located below the LCD screen Note When the soft key changes color the feature is active Tap the More soft 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 Use the Expand soft key to access external server applications Press the Copy soft key to copy entries to your Personal Directory from other lists such as the Caller List Redial List Corporate Directory etc Telephone Display The IP Phone 2007 provides a large color touch panel display that supports color XML HTML content through an external application server The IP Phone 2007 window based user interface has two display areas Application area About the IP Phone 2007 e Tools Navigation area Figure 2 on page 13 shows an idle display Figure 2 IP Phone 2007 display CS 1000 01 13 3 16 uu GRP 56665 Application Area SPV PRIORITY 1 S ele Tools Nav Area Quit Copy Note The display can differ from the above example Application area The Application area provides line and feature key status e inform
13. atures Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor Agent Login Login with Agent ID and Multiple Queue Assignments e Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution ACD queue If an Agent ID is assigned enter the four digit code at the display screen prompts 3 1 Lift the handset 2 Tap the Incalls soft key ane 3 IfEnter Agent ID appears on the Screen use the dialpad to enter the ID 4 Press the key The phone enters a Not a Ready state 5 To join the ACD queue choose one of mcus the following Tap the Incalls soft key Tap the NotReady soft key Agent and Supervisor features 6 If you are using a headset and the Handset On Hook Means Log out HOML setting is configured to No by the administrator then perform the following a Press the Headset key and replace seve the handset in the cradle to receive calls on the headset b Tap the Services soft key Change the On hook default path to Headset Enabled Note If the HOML setting is configured to Yes replace the handset to log out of the queue Login 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 addi
14. d as long as the feature is active Agent features 2 return to the queue choose one of the following Tap the Incalls soft key Tap the NotReady soft key Place or answer non ACD calls Use this feature to place or answer calls on an individual line To place a call To answer a call Tap the individual DN soft key Use the dialpad to dial the telephone number Note The DN soft key color changes and remains altered as long as the call is active When the soft key for the individual DN soft key flashes tap the DN soft key Note The DN soft key color changes and remains altered as long as the call is active Agent features Contact the supervisor Use the Supervisor feature to talk to the supervisor in the following ways answer a call from the supervisor answer a Call from the supervisor while on another call place a call to the supervisor conference in the supervisor while on another call transfer a call to the supervisor To answer a call from the supervisor Supervisor When the Supervisor soft key flashes tap the Supervisor soft key Note The soft key color changes and remains altered as long as the call is active To answer a call from the supervisor while on another call 1 The Supervisor soft key flashes and a buzzer sounds NP 2 Pressthe Hold key to put the current call on hold Supervisor 3 Tap the Supervisor soft key Tap the fla
15. e Display diagnostics Local DialPad Tone Set Info Diagnostics Call Log Options Ring type Call time OnHook default path Change feature key label Name Display Format e Password Admin Station Control Password Note The Password Admin menu may not be available on the IP Phone 2007 Consult the system administrator Display Network Diagnostics Utilities Note Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics About the IP Phone 2007 Continued Virtual Office Login and Virtual Office Logout if Virtual Office is configured Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Note Press the Services key to exit from any menu or menu item 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 lights to indicate when handsfree is active Tap the Outbox soft key to toggle between two feature key pages and to access an additional six lines features Tap the Directory soft key to access directory 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 indic
16. et on a circuit different from that to which the receiver is connected e Consult the dealer or an experienced radio TV technician for help Note 2 The user should not make changes or modifications not expressly approved by Nortel Any such changes could void the user s authority to operate the equipment Table 7 Safety Jurisdiction Standard Description United States UL 60950 3rd Safety of Information Technology Edition Equipment Canada CSA 60950 00 Safety of Information Technology Equipment European EN 60950 1 ITE equipment Safety Part 1 Community General requirements Australia AS NZS Safety of Information Technology New Zealand 60950 1 2003 Equipment Other Safety Approvals IEC 60950 1 ITE equipment Safety Part 1 General requirements Other US Canada Hearing Aid Compatibility HAC as per FCC Part 68 Australia AS ACIF S004 Voice Frequency Performance Requirements for Customer Equipment This equipment complies with the CE Marking requirements C Index A About the IP Phone 2007 7 Activity code 28 Agent and MQA login options 22 Agent and Supervisor features 20 Agent features 26 Agent key 34 Agent login 20 Agent logout 25 Answer ACD calls 26 Answer Agent 33 Answer Emergency 34 Attendant 41 AutoDial 41 B Basic features 7 C Calibrate the touch panel 16 Call Agent 35 Cleaning the telephone screen 16 Communication Server 1000 41 C
17. her uppercase or lowercase Delete Backspace one character Done Select Enter Depends on application More Access additional soft keys Enter text using the pop up keyboard A full uppercase and lowercase keyboard and a number pad are available to enter text The user can type on the keyboard with the stylus The pop up keyboard can be used to enter text in the tools and graphical applications For number entry in telephone applications for example when dialing the keyboard may be used to enter digits 0 9 as well as star and pound Other characters are ignored Enter and edit text Enter text using the USB keyboard The USB keyboard when connected can be used to enter text in the tools and graphical applications For number entry in telephone applications for example when dialing the keyboard may be used to enter digits 0 9 as well as and Other characters are ignored When on call the function keys f1 f2 13 f4 15 f6 f7 and f8 can be used to control the telephone Table 3 shows the function keys and their associated action during telephone calls Table 3 USB keyboard function keys during telephone calls Function key Action to Handsfree mode f2 Go to Headset mode f3 Place the current call on Hold f4 Mute the current call f5 Volume Up f6 Volume Down f7 Copy f8 Quit Agent and Supervisor fe
18. 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 Outbox Shift key A soft key used to switch between two feature key sets to provide access to an additional six lines features Primary Directory Number The main extension number on your telephone Terms you should know Programmable line DN feature soft keys self labeled The six soft keys located in the upper area of the display Quit key A soft 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 soft 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 in the middle of the display area have four pro grammable layers that are accessed through the More soft key These keys are also used to configure parameters in the Tele phone Options menu Speaker key A fixed key used to activate Handsfree Special dial tone The three consecutive tones followed b
19. ity 5 au For Supervisor ID with Priority dial P the Agent ID Supervisor ID ua 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 Agent and Supervisor features 3 Choose one of the following ncas Tap the Incalls soft key Tap the NotReady soft key to enter Default Login When you always use the same telephone use the Default Login to log in only one time at the beginning of a shift The Default Login uses the login of the previous shift to enter the same ACD queues and with the same Supervisor a 1 Lift the handset 2 the Incalls soft key nas 3 When Enter Agent ID appears aaa screen use the dialpad to enter the ID ag 4 Choose one of the following Ifthe queue requires a Supervisor ID press the key three times Ifthe queue does not require Supervisor ID press the key two times Agent and Supervisor features 5 To join the ACD queue choose one of the following ncas Tap the Incalls soft key __NotReady Tap the NotReady soft key Agent Logout Log out of the system completely or temporarily NotReady state To log out Choose one of the following log out completely press the __MakeSetBsy MakeSetBusy soft key log ou
20. keyboard 19 Agent and Supervisor features 20 Agent Login a etek ene yee RE 20 Login with Agent ID and Multiple Queue Assignments 21 Agent ID and login options 22 Defaut LOJI dele EE EAR Yes 24 Agent yu aimes 25 Agent features 26 Answer ACD 26 Use Force Call 42 xi verkat bade ee EAR PER 27 Use Activity code 28 Use Emergency 29 Use Not Ready 29 Place or answer non ACD calls 30 Contact the supervisor 31 Supervisor features 33 Use Answer Agent 33 Use Agent key 34 Use Answer Emergency 34 Use Agent 35 Use Interflow c eee 35 Use Night Service 36 Obseme esi HERES 37 Display Queue 37 Display Agent 5 39 Terms you should know 41 Regulatory and safety information 47 Other cave i eiae idee
21. ng a Supervisor ID and up to five Priority values Choose one of the following login procedures e Agent ID and login options e Default login Agent and Supervisor features Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the following MQA login options No Supervisor ID No Priority Supervisor ID No Priority No Supervisor ID with Priority Supervisor ID with Priority Note The system prevents a supervisor from entering a Supervisor ID when the supervisor is logging in to accept ACD calls This includes logins where agents must enter a Supervisor ID The login options require the following entries in sequential order 1 2 3 a four digit Agent ID a Supervisor ID if the queue requires one up to five ACD DNs and priority values if priority values are being used terminated by Agent and Supervisor features To log in 1 Tap the Incalls soft key 2 Choose one of the following four login options BER For No Supervisor ID No Priority aaa dial the Agent ID ACD DN 1 rH ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial gaa the Agent ID Supervisor ID a ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 aaa No Supervisor ID with Priority dial the 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 Prior
22. ontact your supervisor 31 Copy key 12 41 D Date Time display 41 Default login 24 Directory key 11 41 Directory Number DN 41 Display Agent status 39 Display Queue 37 E Emergency 29 Expand to PC key 12 41 F Fastbusy signal 42 Feature display 42 Fixed key 42 Force Call 27 G Goodbye key 9 42 H Handsfree 42 Headset key 11 42 Hold key 9 42 Indicator status 43 Information display 42 Information line 42 Interflow 35 Interrupted dial tone 42 L Line DN key 9 Local Area Network 7 Login with Agent ID and MQA 21 M Speaker key 11 44 Meridian 1 43 45 Special dial tone 44 Message Inbox 43 Status messages 44 Message waiting indicator 12 43 Supervisor features 33 More key 12 43 Switchhook 45 Mute key 11 43 System or Switch 45 N T Navigation keys 9 43 Telephone controls 9 Night Service 36 Telephone display 12 Not Ready 29 Touch panel 16 cleaning 16 Observe 37 U Off hook 43 User interface 45 Outbox Shift key 11 43 V P Volume control bar 9 45 Paging tone 43 Place or answer non ACD calls 30 Primary Directory Number 43 Programmable line DN feature keys self labeled 44 Programmable line DN feature soft keys self labeled 9 Q Quit key 12 44 R Ringback ring tone 44 S Services key 10 44 Soft keys self labeled 12 44 Nortel Communication Server 1000 IP Phone 2007 Call Center User Guide Copyright Nortel Networks Limited 2005 All Rights Reserved
23. r features Use 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 with the Call Agent or Observe Agent keys Table 4 lists the four states of the LCD indicator Table 4 Agent status LCD Description Off Agent is not logged in On Agent is logged in but either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Use Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation AmEmeg 1 When the Answer Emergency soft key L flashes tap the Answer Emergency soft key Note 1 The Agent ID of the contacting individual displays on the telephone Note 2 The soft key color changes and remains altered as long as the call is active The status changes to NotReady e 2 Press the Goodbye key to end the call Supervisor features Use Call Agent Use the Call Agent feature to contact an Agent ca 1 Tap the Call Agent soft key 2 Choose one of the following m a selected Agent soft key aaa Dial the agent s Position ID e 3 Press the Goodbye key to end the call Use Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold 1 Tap the Interflow soft key Note The In
24. shing line DN soft key to return to the caller on hold Agent features To place a call to the supervisor Tap the Supervisor soft key Note Calls are automatically put on hold when the Supervisor soft key is used To return to the ACD call Tap the Incalls soft key To conference in the supervisor during a call in progress Supervisor 1 the Supervisor soft key to talk privately with the supervisor IT RE 2 Tap the Supervisor soft key again for a Supervisor conference call To transfer a call to the supervisor during a call in progress Supervisor 1 Tap the Supervisor key 2 When the supervisor answers tap the Supervisor Supervisor key again 3 Press the Goodbye key to terminate access to the call Supervisor features Supervisor features The following sections describe features available to the Supervisor Use Answer Agent Answer Agent Agent key Answer Emergency Call Agent Interflow Night Service Observe Display Agent Status Display Queue Use the Answer Agent feature to receive calls from agents in a non emergency situation When the Answer Agent soft key flashes tap the Answer Agent soft key Note 1 The Agent ID of the contacting individual displays on the telephone Note 2 The soft key color changes and remains altered as long as the call is active The status changes to NotReady Press the Goodbye key to end the call Superviso
25. t temporarily press the NotReady soft key Note While on an ACD call tapping the MakeSetBusy soft key results in automatic logout when the call finishes Agent features Agent features The following sections describe features available to Agents e Answer ACD calls Activity code Call Forcing e Emergency Not Ready Answer or Place Non ACD calls e Contact the Supervisor Answer 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 corner of the programmable line feature keys To answer the call When the Incalls soft key flashes tap the ncas Incalls soft key Agent features To terminate the call Choose one of the following Press the Goodbye key Tap the Incalls soft key Tap the individual DN line soft key to be removed from the queue 255 e Tap the NotReady soft key to be removed from the queue but to remain logged in as an agent position or wait for the caller to terminate the call Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call A time interval is set by the system administrator between each incoming call When calls come in a short tone indicates the new call The InCall soft key changes color and the ACD call automatically goes to the agent position Pressing the Incalls key while call forcing Au
26. terflow soft key color changes and remains altered while the feature is active mero 2 Tap the Interflow soft key again to deactivate the feature and resume normal call flow Supervisor features Use Night Service Use the Night Service feature to define how calls are handled outside of business hours To activate Night Service To transition to Night Service To deactivate Night Service 1 Tap the Night Service soft key Press the 6 key 6 for Night to go into Night Service The Night Service soft key color changes and remains altered All calls in queue and new calls receive night service Tap the Night Service soft key Press the 8 key 8 T for Transition to activate Transition mode The Night Service soft key color changes and remains altered All calls in queue remain in queue and new calls receive Night Service Tap the Night Service soft key Supervisor features gaa 2 Press the 3 key 3 D for Day to aaa FTT resume Day mode aaa The Night Service soft key color changes and remains altered New calls enter the queue Observe Use the Observe feature to monitor an agent in a call 0 1 Tap the Observe soft key 2 Choose one of the following Agent selected Agent soft key Dial the agent s Position ID ce 3 Tap the Call Agent soft key to talk to the agent being monitored owe 4
27. to Answer is active disconnects an active ACD call To enable call forcing for headset users 1 Login gt 2 Replace the handset a Agent features 3 Press the Services soft key Set the services On hook default path to Headset Enabled Use Activity code You use Activity codes to record the types of activities performed To record activities 1 When the Activity soft key is flashing tap the Activity soft key 2 Use the dialpad to enter the Activity aaa aaa aaa code agg 3 Tap the Activity soft key If performing multiple tasks repeat these steps Note If configured Activity codes can be entered while in the NotReady state Agent features Use Emergency Use the Emergency feature to contact the supervisor immediately in an emergency situation Emergency 1 During an active call tap the Emergency soft key Note The Emergency soft key color changes and remains altered as long as the feature is active When the supervisor answers a three way call commences 2 Tap the Emergency soft key again to Emergency transfer the caller to the supervisor and terminate access to the caller and supervisor Use Not Ready Use the Not Ready feature to take the telephone out of the call queue while completing post call work 1 Tap the NotReady soft key to temporarily log out of the system Note The NotReady soft key color changes and remains altere
28. y dial tone that you hear 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 Terms you should know Waiting 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 depresses disconnecting your call when you replace the handset When lifted the handset 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 Regulatory and safety information Regulatory and safety information Table 6 EMC Jurisdiction Standard Description United CFR 47 Class B Emissions FCC Rules for States Part 15 Radio Frequency Devices see Notes 1a and 1b Canada ICES 003 Class B Emissions Interference Causing Equipment Standard Digital Apparatus Australia NZ AS NZS 3548 Class B Emissions Information CISPR 22 technology equipment Radio disturbance European EN 5502
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