Avaya i2050 User Guide
Contents
1. To open the Local Directory Interface Directory Lists Click Application menu then select Local Directory gt Local Directory or Click Application menu then select View gt Local Directory The Directory Interface contains customized directories and lists located on the left side of the window its Local Directors Redial List HL Callers List a Ta LDAF Directory Local Directory A shortcut that returns to the Local Directory view Call Logs Redials and Callers lists these are also viewable from the Primary User Tray and the System Tray Interface Integrated External Directories Outlook LDAP Windows Address Book WAB and ACT Your Call Control window Entry Management The Directory Interface features management functions for entries located on a toolbar above the display screen New Contact The New Contact key enables new contact entries Properties The Properties key enables changes of information for a contact entry e mail address company information Delete The Delete key enables the removal of a contact entry Find Contact The Find Contact enables automatic search and find of a contact entry Filtered List The Filter key enables sorting of information for a contact entry Call Contact The Call Contact key enables the dialing of a contact entry The 2050 Software Phone display The 12050 Software Phon2. To open the System Tray Interface From your PC s short cut menu toolbar double click on the System Tray icon System Tray menu an Exit Closes and exits the 12050 application al Open Opens the Primary User Interface Local Directory Local Directory Opens the Local Directory Macro Callers List Quick Access tray Redial Quick Dial Macro Select a pre recorded macro to play Make Call Callers List Opens a Callers fly out list Answer Hold Redial Opens a Redial fly out list Release Quick Call Opens a Quick dial fly out list Make Call Opens a Make Call fly out InCalls ee Supervisor Answer Answers the incoming call NotReady 4567 Petir e CEDE Line State icons Displays the status of the line through changing icon images Hold Places the active call on hold Release Terminates the active call The System Tray icon changes images to reflect the call state PEC DET TI E In Calls key on the System Tray Click the In Calls key to log in and answer call center calls Your Call Control window Local Directory Interface The 12050 Software Phone s Directory Interface maintains the personal directory for placing calls The directory can be stored within the 12050 application by default in a local file named Directory mdb or linked to external directories such as LDAP Outlook Windows Address Book WAB and ACT Entries are created modified and deleted in the local dir
3. NORTEL NETWORKS Meridian 1 Succession 1000 Succession 1000M Succession 3 0 Software i2050 Software Phone Call Center User Guide 0000000001111111 0000 oF 00000111111100000114 7 7 T di 000001010 ele OS dj Li de y 1010101001016363633309 101010 LO 1010 01000000000000 000000000IHANRV ofelolo o oy oj oJejololelele 101010 Revision history Revision history October 2003 Standard 2 00 This document is up issued to support Succession 3 0 Software September 2002 Standard 1 00 This document is issued to support Meridian 1 Release 25 40 and Succession Communication Server for Enterprise 1000 Release 2 0 Contents Contents 12050 Software Phone 12050 Software Phone features oocccccccoocccnnnnnnoncnnnnnnnoconnnnnonos Your Call Control window i2050 Software Phone Call Control windows oooocccioocccccooo Enhanced Call Control window oooooocccccconoccccnononacicinananocos Primary User Interface ccccoonncccconnnccoccoconocononanoncnnnnnnnnacanonos Local Directory Quick Access Tray cccoocccccoccnccnocccncnncnononnncnnos As Number Pad and DN Feature Key Trays ooccccoccccocccccncnconoo Standard Call Control window cccconocccocncccconcnonnncciccnanannnnn n System Tray Interface ooooooocococooccconanoonnoncconnnconnnonnnconnnonnncrnnnonos Local Directory Interface ooooonnocncoccconoconcconanonanana
4. e Six specialized fixed keys DN Feature Tray selection Directory Inbox Message Shift Services Expand to PC Dedicated call processing indication keys Hold Goodbye Answer Volume Mute Navigation Message waiting e User selectable ringer that enables the PC speakers or the headset to ring for incoming calls e Macro functions for programming lengthy dialing patterns Your Call Control window Your Call Control window 12050 Software Phone Call Control windows To open the 2050 Software Phone window From the Start button on your computer s desktop click Start gt Programs gt Nortel Networks gt 12050 Software Phone The 12050 Software Phone uses the Enhanced and Standard Call Control window modes a System Tray Interface and a Local Directory Enhanced Call Control window To open the Enhanced Call Control window E On the Standard Window Interface click Application menu gt Select Skin gt Enhanced The Enhanced Call Control window contains the following window interfaces e Primary User Interface contains the main Call Window controls e Local Directory Quick Access Tray contains lists for local directory redial and callers e Combo Tray contains a dial pad and DN Features selections e DN Feature Key Tray contains DN Features selections e Number Pad Tray contains a dial pad for making calls Your Call Control
5. Activity code to record the type of activity you are performing Activity e L EEE Activity When the Activity indicator flashes click the Activity key Use the keypad to enter the Activity code Click the Activity key again If performing multiple tasks repeat these steps If configured Activity codes can be entered while in the Not Ready state Agent features Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation Emergency 1 During an active call click the Emergency key Note The Emergency indicator remains lit as long as the feature is active When the supervisor picks up a three way call commences with you the supervisor and the caller Emergency ES 2 Click the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post call work NotReady 1 Click the NotReady key to temporarily logout of the system Note The NotReady indicator remains lit as long as the feature is active NotReady 2 Click the NotReady or In Calls key to return to the queue or In Calls Ss Agent features Answer or Make Non ACD calls This feature enables you to use your individual line to receive and place calls To place a call 1234 EES 1 Click your individual DN key
6. Agent ID login with one of the following four MQA login options to enter ACD queues Note A Supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents are required to enter a Supervisor ID Login Option Entries The login options require the following entries l a four digit Agent ID 2 followed by a Supervisor ID 1f your queue requires one 3 followed by up to five ACD DNs and priority values 1f priority values are being used terminated by To Login In Calls 1 Click the In Calls key 2 Choose one of the following four login options Note To choose the default Priority or Supervisor ID enter instead of a Priority entry or a Supervisor ID entry The Priority or Supervisor ID for your set is used No Supervisor ID No Priority Dial your Agent ID ACD DN I das ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 Supervisor ID No Priority Dial your Agent ID Supervisor ID EE ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 Agent and Supervisor features No Supervisor ID With Priority Dial your Agent ID ACD DN 1 das Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 3 Priority 5 Supervisor ID With Priority Dial your Agent ID Supervisor ID das ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 AC
7. call and your status changes to NotReady oy 2 Click the Goodbye key to end the call Supervisor features 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 Agentkey a Click the Agent key The Agent s status displays as follows Agent is not logged in Agent is logged On in but is either Not Ready or on a call I Agent is waiting Slow Flashing foran ACD call l Agent is on a Fast Flashing non ACD call Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation AnsEmreg gu 1 When the indicator next to the Answer Emergency key flashes click the Answer Emergency key Note I The Agent ID of the individual contacting you displays on your telephone Note 2 The indicator remains lit as long as you are on the call and your status changes to NotReady oy 2 Click the Goodbye key to end the call Supervisor features Call Agent Use the Call Agent feature to contact an Agent CallAgt EEES l Click the Call Agent key Agentkey FES 2 Click a selected Agent key or dial the agent s Position ID or mm 3 Click the Goodbye key to end the call Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold Interflow Ea 1 Click
8. the Interflow key Note 1 The Interflow indicator flashes while the feature is active Interflow sa 2 Click the Interflow key again to deactivate the feature and resume normal call flow Supervisor features Night Service Use the Night Service feature to define how calls are handled outside of business hours Activate Night Service NightSvc ae E Transition to Night Service NightSvc E EEE Deactivate Night Service NightSve En 233 Click the Night key Click the 6 key 6 N for Night to go into Night Service The Night Service indicator lights continuously All calls in the queue and new calls receive night service Click the Night key Click the 8 key 8 T for Transition to activate Transition mode The Night Service indicator flashes All calls in the queue remain in the queue and new calls receive night service Click the Night key Click the 3 key 3 D for Day to resume Day mode The Night Service indicator flashes New calls enter the queue Supervisor features Observe Use the Observe feature to monitor an agent in a call ObvAgent EES 1 Click the Observe key Agentkey FES 2 Click a selected Agent key or dial the agent s Position ID or CallAgt En 3 Click the Call Agent to talk to the agent you are monitoring ObvA gent QUIE 4 Click the Observe key to terminate the observation Positions busy on Vacant Agent ACD calls positions Positions waitin
9. window Primary User Interface The Primary User Interface is the default window mode for the Enhanced Call Control window and contains the main controls for managing calls The Services menu containing programmable features such as language selection or date formatting The DN Feature Key Tray and Number Pad Tray modes are also accessed through this interface Primary User Interface System Menu Message Lamp Minimize Primary Interface w Trays Retracted Display Area 4 Soft Keys Mute DN Feature Tray j Volume control Selection PA Navigation Keys AA Goodbye Hold 1 S Tray Display Tray Menu List Information Help About Network Local Directory Directory Quick Access Local Directory Quick Access Network Quick Services pais Redial List List Callers Local Directory ist Your Call Control window Primary User Interface controls The Application Menu key top left hand corner accesses the Configuration Utility that configures the 12050 Software Phone Consult your system administrator before changing the configuration The Message Lamp displays a solid light to indicate that a message 1s waiting for the user a flashing light indicates an incoming call The Minimize key minimizes the Call Control window The Exit key closes the Call Control window while still receiving telephone calls The 12050 remains running in the background There are four soft labeled featur
10. 2 Use the keypad to dial the telephone 3 33 number Note The indicator remains lit as long as you are still on the call To ansvver the call 1234 When the indicator next to your individual DN key flashes click the DN key Note The indicator remains lit as long as you are still on the call Contact your Supervisor Use the Supervisor feature to talk to your supervisor in the following ways e Answer a call from your supervisor e Answer a call from your supervisor when on another call e Place a call to your supervisor e Conference your supervisor in when on another call e Transfer a call to your supervisor Answer a call from your supervisor Supervisor E When the indicator next to the Supervisor key flashes click the Supervisor key The indicator remains lit as long as you are still on the call Supervisor features Supervisor features The following sections describe features that are available to Supervisors e Answer Agent e Agent key e Answer Emergency e Call Agent e Interflow e Night Service e Observe e Display Agent Status e Display Queue Answer Agent Use the Answer Agent to receive calls from Agents in a non emergency situation AnsA gent az 1 When the indicator next to the Answer Agent key flashes click the Answer Agent key Note I The Agent ID of the individual contacting you displays on your telephone Note 2 The indicator remains lit as long as you are on the
11. D DN 5 Priority 5 3 Click the In Calls Key or the Not Ready Key to enter the ACD queue Default Login If you normally use the same telephone use the Default Login to 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 1 Lift the Handset Co In Calls es 2 Click the In Calls key Enter Agent ID 3 When Enter Agent ID appears on the 3 3 screen use the keypad to enter your ID Supervisor ID Required HHH 4 Choose one of the following a If your queue requires a Supervisor ID click the key three times or Supervisor ID not Required H b If your queue does not require a Supervisor ID click the key two times Agent and Supervisor features In Calls 5 To join the ACD queue click the In Calls key or the Not Ready key or Not Ready Ss Agent Logout You can logout of the system either completely or temporarily Not Ready state MakeSetBusy QD To log out choose one of the following or 1 To log out completely click the MakeSetBusy key Not Ready a 2 To logout temporarily click the Not Ready key Note If you click the Make Busy key while on an ACD call you are logged out automatically when the call 1s finished Agent features Agent features The following sections describe features that are available to Agents e Answer ACD Calls e Activity code e Cal
12. ctions To open the Combo Tray Click Application menu then select Trays gt Combo gec goe f es so In Calls key on the Combo Tray AR Click the In Calls key to log in and answer call center calls Your Call Control window Number Pad and DN Feature Key Trays Number Pad Tray DN Feature Key Tray To open the Number Pad Tray To open the DN Feature Key Tray Click Application menu then Click Application menu then select select Trays gt Number Pad Trays gt Combo The Number Pad Tray contains the The DN Feature Tray contains the Primary Primary User Interface controls plus User Interface controls plus six feature keys a keypad The numeric keypad An additional six features are accessed with mimics a regular phone s dialpad the Shift key In Calls key on the DN Feature Tray Click the In Calls key to log in and answer call center calls Your Call Control window Standard Call Control window The Standard Call Control window appears by default when the 12050 Software Phone is started It contains the main features of the Enhanced Call Control window see Enhanced Call Control window but without a Network Directory menu Standard Call Control window j 12050 Software Phone Els View Macro Help 9090090099909 Your Call Control window System Tray Interface The System Tray Interface enables you to answer calls without opening the Primary User Interface
13. e display The display is shown in the figure below 12050 display areas The 12050 Software Phone has two display areas e The upper display area contains a three line information display for items such as party and set information e The lower display area provides Soft key labels Agent and Supervisor features Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor e Agent Login e Login with Agent ID and Multiple Queue Assignments e Agent Logout Agent Login Use the Agent Login to enter a 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 Cs gt In Calls 5 2 Click the In Calls key Enter Agent ID 3 If Enter Agent ID appears on the di screen use the keypad to enter your ID 4 Click the key The phone goes into a Not Ready state In Calls 5 To join the ACD queue click the In Calls key or the Not Ready key or Not Ready EE Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment MQA login consists of entering a four digit Agent ID and up to five ACD DNs with an option to add a Supervisor ID and up to five Priority values Choose one of the following Login procedures e Agent ID and MQA Login Option e Default Login Agent and Supervisor features Agent ID and MQA Login Option Use an
14. e keys Transfer for connecting calls to other people Conference for group calls Forward and More for accessing additional features The DN Feature Tray Selection key opens the DN Feature Key Tray mode that accesses up to 12 DNs or features six feature keys display and six additional features can be accessed with the Shift key The Copy key is not used in this release The Quit key is used to quit from the option menu The Navigation keys enable scrolling through menus and lists in the display area Your Call Control window Click the Mute key to listen to the receiving party without transmitting Click the Mute key again to return to a two way conversation The Mute key applies to Headset microphones The Volume keys increase or decrease the headset volume The Hold key places an active call on hold The feature key label for the held line displays a flashing icon to indicate the call hold status Return to the call by clicking the DN key that corresponds to the feature key for the line on hold The Handsfree Answer call Make call key is used to answer and make calls Calls can also be answered or made by clicking a DN key in the Lines or Combo trays The Goodbye key terminates calls only applicable to active calls The Tray menu key opens and closes the displayed tray Your Call Control window Network Services Menu Use the Network Services menu to access features such as e ma
15. ectory Entries from external directories the redial list and the caller lists can be copied into the local directory Directory lists can be filtered in simple or complex ways to show for example people whose last name starts with B and work for Nortel Networks Local Directory Interface E Nortel Networks 12050 Software Phone Directory File View Help a Local Directory Redial List gt Callers List FF Outlook Directory mL i LDAP Directory x New Contact Properties Delete LastName El Mcintyre Mortoray Mundy EZ Navaratnam E Nuefeld E Olthof Peacock E Pellerin E Pisanich Read El Reid El Reid Rotz Serink Shen E Simmonds E Smiley Snyder Technical Su E Technical Su Thomson El Townsend 14 a ind Eciciet p ES SP Stephen Edaga Wes amp Karen Sriv Doug lan Nathan Brian John Cliff Roger Sue Lorie Grant Tony David Todd Leisa Filter Call Contact thomson Business Phone Home Phone No Mobile Phone No Fax Phone No 6 395 41 05 6 351 8969 8075 403 226 5914 6 444 8384 6 445 1394 6 393 3541 6 333 1128 403 735 1900 403 765 2020 403 701 3308 6 445 0939 ss 403 284 1345 403 272 3091 403 226 2152 403 259 5016 403 244 8490 847 262 PALM 6 357 3 Eme 403 714 4423 972 467 4306 416 450 2594 Your Call Control window
16. g Positions busy on for ACD calls non ACD calls Supervisor features 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 DisplayAgt Qa Click the Display Agent key The display summary information displays for twelve seconds or until another feature key is clicked Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your system administrator Display Queue Use the Display Queue feature to view the status of the number of calls waiting in the queue DisplayQue y Click the Display Queue key The queue s status appears on your telephone display Length of time first Calls Waiting call has waited Number of Calls time overflowed manned positions into this queue Supervisor features The indicator beside the Display Queue key gives a visual indication of the number of calls in the ACD queue The following table lists the four states for this indicator Off Light There are few or no calls walting 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 being accepted Fast Flashing Overloaded Too many calls in this queue New calls are being overflowed to another queue Supervisor features Meridian 1 Successi
17. il and Network Directory lists The Network Services menu is Primary User Interface s default menu view A The Tray Menu List key scrolls through an opened directory menu The Network Directory key is a fixed feature key that provides access to network directory options The Inbox Message key is a fixed feature key that accesses voice messages The Shift key toggles between two feature key displays The Service key accesses the following features e Telephone Option Language Date Time Format Ring type Call timer Set Information e Virtual Office Login and Virtual Office Logout if Virtual Office is configured e Test Local Mode and Resume Local Mode if Branch Office is configured Your Call Control window Local Directory Quick Access menu The Expand to PC key is not used in this release The Local Directory Quick Access key opens the Local Directory Quick Access menu The Information Help key opens a help file for the 12050 Software telephone Use the Local Directory Quick Access menu to open up lists in the Local Directory To open the Local Directory Quick Access menu From the Network Services menu click the Local Directory Quick Access key right side of the Network Services menu The Network Services key returns to the Network Services view The Quick Dials key opens the Quick Dials directory The Redial key opens the Redial list Your Ca
18. l forcing e Emergency e Not Ready e Answer or Make Non ACD calls e Contact your supervisor Answer ACD Calls Use the In Calls key to answer the next queued ACD call on the primary DN The In Calls key is located in the lower right hand of the programmable line feature keys To answer the call In Calls E 1 When the indicator next to the In Calls key flashes click the In Calls key or press the Enter key on your PC s keyboard Note The indicator remains lit as long as you are still on the call To terminate the call oy To end a call choose one of the following e Click the Goodbye key or Tn Calls Eu e Click the In Calls key or 1234 Hu e Click the individual DN line key This removes you from the queue or Agent features NotReady HA or F12 Es Click the NotReady key this removes you from the queue but keeps you logged in as an agent position or wait for the caller to terminate the call Press F12 on your PC s keyboard Call forcing 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 In Calls ena When calls come in a short tone indicates the new call The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Clicking the In Calls key with Call forcing Auto Answer on disconnects an active ACD call Activity code Use the
19. ll Control window The Callers List key opens the Callers list The Local Directory or Main directory key opens the Local Directory menu Hot Keys Within the Primary User Interface the computer keyboard provides hot keys for one press access to common features answer Enter release F12 hold F5 softkeys interactive keys F1 F4 alphabetic keys map to numbers as per dial pad mapping arrow keys map to navigation keys Alt V will paste insert data to the interface For example you can copy a phone number from Microsoft Outlook and paste it into the Software Phone interface Local Directory Quick Access Tray The Local Directory Quick Access Tray maintains quick dial redial and callers lists Ten items in a list can be viewed Your Call Control window To open the Local Directory Quick From the Primary User Interface window Access Tray Local Directory l In Network Services menu click the Quick Access Local Directory Quick Access key Local Directory 2 In the Local Directory Quick Access menu click the Local Directory key or From the System Tray Interface System Tray 1 Click the System Tray icon on your computer s Shortcut bar This opens the System Tray Interface 2 Click Local Directory This launches the Local Directory Quick Access tray Your Call Control window Combo Tray The Combo Tray contains the Primary User Interface controls plus a keypad and DN Feature sele
20. nonacnnocnnonos The i2050 Software Phone display i2050 display aocnrgamentaicdamimtmmttm st simemtett Agent and Supervisor features CEI EO o PEPA ened ee ene eer re ett ect Login with Agent ID and Multiple Queue Assignments ASEO abs Agent features Answer ACDICA Scanner ana Col sario ia tetes ACC EO E ceseonemoienymms mecanismes Lo plo O o e o tele Ns A Answer or Make Non ACD calls ooooooococccocccooncconoconnoso Contact your Supervisor cooooooooooccccocacanacccnnnnnnncncccncnnnnnccnccccccnnnnnnnoss Supervisor features A WET ao y secs ee O Pio o AE as 12050 Software Phone 12050 Software Phone The 12050 Software Phone is a Windows based application that enables voice to make your computer a powerful tool The 12050 Software Phone provides most of the attributes and features of the 12004 Internet Telephone 12050 Software Phone features The 12050 Software Phone supports the following features e Twelve programmable feature keys six Programmable Line DN Feature Keys self labeled and six lines features accessed by pressing the shift key e Four Soft Keys self labeled providing access to ten features e Multi field display e Powerful directory capabilities locally stored on the PC or linked to external directories such as LDAP Microsoft Outlook and ACT contact management software e One click direct dialing from various windows and applications
21. on 1000 Succession 1000M 12050 Software Phone Call Center User Guide Copyright O 2001 2003 Nortel Networks All Rights Reserved 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 warrant This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC rules and the radio interference regulations of the Industry Canada These limits are designed to provide reasonable production against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which cast the user will be required to correct the interference at their own expense SL 1 Meridian 1 and Succession are trademarks of Nortel Networks Publication Number P1002825 Document Release Standard 2 00 Date October 2003 Produced in Canada N RT E L Internet address NETWORKS http www nortelnetworks com
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