Avaya 1140E User Guide
Contents
1. 18 Logging in using Multiple Queue Assignments for Basic ACD 0 aa 20 Logging in with an Agent ID and MQA login options 20 Using Default Login EE e eee eee 22 LOGGING ei RE EE Oe x wee ae ee dee bee ead aes 23 Agent features eee eee RE RR RR RR ER eee 24 Answering ACD calls 0 000 eee eee eee 24 Using Call Forcing eases siias aiian eee 25 Using Return to Queue on No Answer 26 Using Activity code oooooocooccoooocc ee ee ke ee 26 Using Emergency EE SS ee 27 Using Not Ready EE ee 28 Placing or answering non ACD calls 28 Contacting your supervisor 2 20e0000e 29 Using Record On Demand key 31 Using SAVE key 0 2 00 eee ee eee 32 Supervisor features eee eee eee eee 33 Using Answer Agent 00 000 c eee ee 33 Using the Agent key 0 0 EE EE EE Ee ee 34 Using Answer Emergency 0 000 eee eee eee 34 Using Call Agent 00002 eee eee 35 Using Interflow EE EE EE ee 36 Using Night Service EE EE EE EE Se eee eee 36 Observing a call EE EE EE eee eee 38 Displaying the queue EE EE ee 39 Displaying agent status ii a 40 Terms you should know 22 43 About the Nortel IP Phone 1140E About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the d2. On hook default path to Headset Services Enabled Note If HOML is configured to Yes replace the handset to log out of the queue Logging in using Multiple Queue Assignments for Basic ACD If your configuration uses Multiple Queue Assignment MQA use the following procedure MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Logging in with an Agent ID and MQA login options on page 20 e Using Default Login on page 22 Logging in with an Agent ID and MOA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 21 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 Agent and supervisor features 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 To log in 2260 No Supervisor ID No Priority aaa aaa aaa Supervisor ID No Priority maa aaa aaa aaa No Supervisor ID With Priority maa aaa Gua aaa Supervisor ID With Priority maa aaa aaa Press the In C
3. Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold To use Interflow Interflow 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Interflow Ky 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 NishtSuc 1 Press the Night Service key Supervisor features aaa 2 Press the 6 key 6 N for Night to go aaa a 4 aaa into Night Service aaa The Night Service LCD lights continuously All calls in the queue and new calls receive night service To transition to Night Service Hightsuc Cy 1 Press the Night Service key aaa 2 Press the 8 key 8 T for Transition to aaa q A aaa activate Transition mode aaa The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service To deactivate Night Service Nightsuc 1 Press the Night Service key aaa 2 Press the 3 key 3 D for Day to qua aaa resume Day mode aaa The Night Service LCD flashes New calls enter the gueue Supervisor features Observing a call Use the Observe feature to monitor an agent in a call Note Use this feature to listen to a conversation between an Agent and a Customer or to create a t
4. Services Enabled Using Return to Queue on No Answer If a call is not answered the call is sent back to the ACD queue and the your IP Phone is automatically placed in Not Ready state To return to the ACD queue log in or press the NotReady key Using Activity code Use Activity code to record the types of activities you are performing To record activities Activity L 1 When the Activity LCD indicator is flashing press the Activity key aaa 2 Use the dialpad to enter the Activity aaa sua code Agent features Activity 3 Press the Activity key Using Emergency If you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time Use the Emergency feature to contact your supervisor immediately in an emergency situation To use Emergency Emergency Emergency During an active call press the Emergency key Note The Emergency LCD remains lit as long as the feature is active When the supervisor answers a three way call commences with you your supervisor and the caller Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor Agent features Using Not Ready Use the Not Ready feature to take your IP Phone out
5. These keys are also used to configure parameters in the Telephone Options menu Date time display The current date and time when the telephone is in an idle state Directory Number DN A number consisting of one to seven digits for a telephone and also known as an extension number Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFCs Specialized codes entered using the dialpad that enable features for example Ring Again Terms you should know Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls If the text message exceeds the display area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your IP Phone 1140E that connects to your voice messaging system when the key is pressed Navigation keys Keys used to sc
6. status of the call recording If the call is to be saved then the lamp is lit 1 Press the ROD key during an active call 2 To stop the call recording press the ROD key again 3 Press the SAVE key to save the conversation Supervisor features Supervisor features The following sections describe features available to the supervisor e Using Answer Agent on page 33 e Using the Agent key on page 34 e Using Answer Emergency on page 34 e Using Call Agent on page 35 e Using Interflow on page 36 e Using Night Service on page 36 e Observing a call on page 38 e Displaying the queue on page 39 e Displaying agent status on page 40 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent y 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the person contacting you displays on your IP Phone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady If configured your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display Supervisor features 2 Press the Goodbye key to end the call Goodbye Using the Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key lin
7. to prevent others from making calls from your telephone and to prevent access to protected features for example Remote Call Forward 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 and Ringer is OFF System or Switch Your office communication system Switchhook A button on which 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 Visual Alerter Message Waiting indicator AnLCD oran LED that flashes to indicate that a message is waiting or when the ringer is on Terms you should know Index A About the IP Phone 1140E 7 Activity code 26 Agent and MQA login options 20 Agent and Supervisor features 18 Agent features 24 Agent key 34 Agent login 18 Answer ACD calls 24 Answer Agent 33 Answer Emergency 34 Attendant 43 AutoDial 43 B Basic features 7 C Call Agent 35 Contact your supervisor 29 Context sensitive soft keys 10 44 Copy key 13 D Date time display 44 Default login 22 D
8. D key to start or stop the call recording This key is associated with the active user ID and is displayed only if a call is active The ROD key blinks while it is connecting to the call recording application and is lit when the call is recording The ROD key is displayed in the following scenarios Normal operation Press the ROD key during an active call to record the call e Call Recording CR application in ROD Mode Press the ROD key during an active call to record the call Bulk Recording For an active call or unregistered DN Position ID call recording is initiated even though the ROD key is not pressed 1 Press the ROD key during an active call 2 To stop the call recording press the ROD key again Agent features Using SAVE key Use the SAVE feature key to save the recording of an active call This key is associated with the active user ID and is operational only if a call is active The SAVE key is displayed in the following scenarios e Normal operations If the SAVE key is pressed during an active call the call is saved e CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is pressed then the call is not saved e CR application in Bulk Record Delete everything mode Recorded conversation is deleted at the end of the call If the SAVE key is pressed then the call is saved The SAVE key lamp status depends on the
9. LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue Table 2 lists the four states for this LCD indicator Table 2 States of LCD indicator Indicator 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 will not be accepted Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor s IP Phone Supervisor features To display agent status DisrlasAst Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 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 Figure 5 Current status of agents Positions busy Vacant agent on ACD calls positions 0 0 Positions busy Positions waiting on non ACD calls for ACD calls Supervisor features Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programme
10. NORTEL Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide ET EE geet 100 01010 Bs 010000000000000 00000000011 HMM mmm 000010101010000 10101 Revision history June 2010 Standard 04 01 This document is up issued to support Communication Server 1000 Release 7 0 May 2009 Standard 03 01 This document is up issued to support Communication Server 1000 Release 6 0 April 2008 Standard 02 01 This document is up issued to support Communication Server 1000 Release 5 5 for UNIStim 3 0 May 2007 Standard 01 01 This document is up issued to support CS 1000 Release 5 0 This document reflects the new document number February 2006 Standard 3 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 January 2006 Standard 2 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 November 2005 Standard 1 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 Revision history Contents About the Nortel IP Phone 1140E 7 Basic features oooooooconoonrc eee 7 Telephone controls eee eee eens 10 Telephone display ccc eee eee eae 17 Agent and supervisor features 18 Logging in without Agent ID for basic ACD 18 Logging in with Agent ID for Basic ACD or Contact Center Manager
11. Supervisor 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 while on another call Supervisar The LCD next to the Supervisor key flashes and a buzzer sounds Agent features 1 Press the Hold key to put the current call on hold Hold Supervisor 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 Supervisor Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 2266 Press the In Calls key To conference in your supervisor during a call in progress Supervisor 1 Press the Supervisor key to talk privately with your supervisor Supervisor 2 Press the Supervisor key again for a conference call with you your supervisor and the other caller Agent features To transfer a call to your supervisor during a call in progress Supervisor 1 Press the Supervisor key siese i 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Goodbye Using Record On Demand key If this feature is enabled you can use the Record on Demand ROD feature key to record your telephone conversation Press the RO
12. WITHOUT WARRANTY OR CONDITION OF ANY KIND EITHER EXPRESS OR IMPLIED The information and or products described in this document are subject to change without notice Nortel the Nortel logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks All other trademarks are the property of their respective owners The Bluetooth word mark and logos are owned by the Bluetooth SIG Inc and any use of such marks by Nortel Networks is under license Other trademarks and trade names are those of their respective owners Publication Number NN43113 105 Document Release Standard 04 01 Date June 2010 Produced in Canada To provide feedback or report a problem in this document go to www nortel com documentfeedback N RT E L www nortel com
13. alls key Choose one of the following four login options For No Supervisor ID No Priority dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial your Agent ID Supervisor ID ACD DN 1 ACD DN2 ACD DN 3 ACD DN 4 ACD DN 5 For No Supervisor ID With Priority dial your Agent ID 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 For Supervisor ID With Priority dial your Agent ID Supervisor ID 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 2266 Press the In Calls key or Press the NotReady key to enter the NotReads ACD queue Using Default Login If you normally use the same IP Phone 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 with the same supervisor To use Default Login C Y 1 Lift the handset 2260 Dp 2 Press the In Calls key aaa 3 When Enter Agent ID appears on the aaa aaa screen use the dialpad to enter your ID aaa 4 Choose one of the following If your queue requires a Supervisor ID press the
14. d on the AutoDial key for one touch dialing Calling Party Name Display Information appearing on the LCD display screen such as the caller s name and telephone number The system must have CPND enabled Category 5 Cat5 Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Catbe cable normally has four pairs of copper wire Category 6 Cat6 Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000BaseT Gig Ethernet GigE it is also compatible with 10BaseT 100BaseT4 and 100BaseTX installations The cable normally has four pairs of copper wire Communication Server 1000 Your office communication system Terms you should know Contact Center Manager Nortel Contact Center Manager offers a scalable solution for dynamic contact center environments providing skill based routing call treatment flexibility real time displays multimedia routing comprehensive management and reporting tools and a rich scripting language For more information visit www nortel com Context sensitive soft keys A group of keys programmed by your system administrator These four keys located directly below the display area have four programmable layers
15. e Volume control buttons to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume Your Mute key functionality is enabled or disabled by your system administrator Contact your system administrator to determine if your Mute key is enabled If your Mute key is enabled press the Mute key to listen to the receiving party without transmitting your voice Press the Mute key again to return to two way conversation If your Mute key is not enabled pressing the Mute key places the call on hold Press the Mute key again to restore the active call or press the line key to restore the active call You cannot retrieve this call from hold by pressing the Hold key Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active About the Nortel IP Phone 1140E Hold F Expand Headset Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen The outer part of this key cluster rocks for up down left and right movements Use Up and Down to scroll up and down in lists and the Left and Right keys to position the cursor In some dialog boxes that appear on y
16. esktop by connecting directly to a Local Area Network LAN through an Ethernet connection In this guide sefl labeled line programmable feature key labels appear beside the keys and context sensitive soft key labels appear directly above the keys Figure 1 shows self labeled line programmable feature keys and context sensitive soft keys Figure 1 Self labeled line programmable feature keys and context sensitive soft keys Self labeled line programmable feature keys NORTEL 41798 44759 49521 E 09 16 2 32pm Forward More Context sensitive soft keys Basic features Your IP Phone 1140E supports the following features e six self labeled line programmable feature keys with labels and indicators e four context sensitive soft keys About the Nortel IP Phone 1 140E For information about the context sensitive soft keys see Features and Services Fundamentals Book 2 of 6 NN43001 106 B2 Note Some IP Phone 1140E phones are not configured to support soft key functionality Consult your system administrator e graphical high resolution LCD display backlit with adjustable contrast e high quality speaker phone volume control keys for adjusting ringer speaker handset and headset volume e six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy e six call processing fixed keys Mute Handsfree Goodbye Expand Head
17. hree party conference with the Supervisor Agent and Customer To observe a call Dbzerve lemas 1 Agentkey rc 3 Callast Dbzerve lamas 4 Press the Observe key Choose one of the following Press a selected Agent key Dial the agent s Position ID Choose one of the following Press the Ring Agent key creating a three party call so that you can break in to the call and speak to both the caller and the agent Press the Call Agent key to talk to the agent you are monitoring Proceed to step 4 Press the Observe key to terminate the observation Supervisor features Displaying the 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 the length of time that the oldest call has waited in the queue the number of calls that have been overflowed into the queue To display information on your ACD queue Diselau ue Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 shows the ACD queue status Figure 4 Current status of ACD queue NORTEL Calls waiting Calls time WAITING MAND LWAIT TOFQ overflowed 9 0 20 0 into this queue Length of Number of ar mna sr time first call manned has waited positions Supervisor features The
18. irectory key 14 Directory Number 44 Display Network Diagnostics Utili ties 16 DN 44 E Emergency 27 Expand key 12 F Feature display 44 Fixed key 44 Flexible Feature Code FFC 44 G Goodbye key 13 45 H Headset key 12 13 Hold key 12 l Indicator status 45 Information display 45 Interflow 36 Interrupted dial tone 45 L Line DN key 10 Local Area Network 7 Login with Agent ID and MQA 20 Message Inbox key 14 Message key 45 Message waiting indicator 47 More key 10 Switchhook 47 Mute key 11 System or Switch 47 N T Navigation keys 12 45 Telephone controls 17 Night Service 36 Telephone display 17 Not Ready 28 U O User Interface 47 Observe 38 Off hook 45 V Volume control 11 P Volume control bar 11 Paging tone 45 Place or answer non ACD calls 28 Q Quit Stop key 14 R Ringback ring tone 46 S Self labeled line programmable feature keys 10 Services key 15 46 Shared Directory Numbers 46 Shift Outbox key 14 Speaker key 11 Special dial tone 46 Special Prefix code SPRE 46 Station Control Password SCPW 46 Status Messages 46 Supervisor features 33 Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Copyright 2005 2010 Nortel Networks All Rights Reserved LEGAL NOTICE While the information in this document is believed to be accurate and reliable except otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOC UMENT AS IS
19. key three times If your queue does not require a Supervisor ID press the key two times Agent and supervisor features 5 To join the ACD queue choose one of 2260 mo the following or Press the In Calls key NotReads Press the NotReady key Logging out You can log out of the system completely or temporarily Not Ready state To log out Choose one of the following MakeSetBusy pamana To log out completely press the of MakeSetBusy key Kiet Ready a To log out temporarily press the NotReady key Note If you press the MakeSetBusy key while on 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 24 e Using Call Forcing on page 25 e Using Return to Queue on No Answer on page 26 e Using Activity code on page 26 e Using Emergency on page 27 Using Not Ready on page 28 e Placing or answering non ACD calls on page 28 e Contacting your supervisor on page 29 Answering 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 area of the self labeled line programmable feature keys To answer the call 2260 When the LCD next to the In Calls key flashes press the In Calls key Note The LCD remains lit as
20. ks 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 is either NotReady or ona call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation Note If Contact Center Manager Administration is in use and if multiple Agents have pressed Emergency the connected PC displays a list of Agents who have pressed Emergency Supervisor features To use Answer Emergency AnsEmerg 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your IP Phone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an Agent To use Call Agent Calinat 1 Press the Call Agent key 2 Choose one of the following Agente di pa Press a selected Agent key aaa Dial the agents Position ID aaa Supervisor features 3 Press the Goodbye key to end the call Goodbye Using Interflow
21. long as you are on the call Agent features To terminate the call Choose one of the following Press the Goodbye key Goodbye Press the In Calls key 2m Press the individual DN line key this 2268 removes you from the queue or E Press the Not Ready key this 2498 1 removes you from the queue but or keeps you logged in as an agent Hot Ready position or wait for the caller to terminate the call Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call A time interval is configured by your system administrator between each incoming call Note You cannot use both Call Forcing and Return To Queue on No Answer at the same time A short tone indicates a new incoming call The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Pressing the In Calls key while call forcing Auto Answer is active disconnects an active ACD call CAUTION If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise callers continue to be connected to your phone Because you are not at your desk callers hear only the background noise in your work space until they hang up Agent features To enable Call Forcing for headset users 1 Login 2 Replace the handset Piu 3 Press the Services key Configure the Seri On hook default path to Headset
22. mation for items such as caller number caller name Call Timer feature prompt strings user entered digits date and time information and IP Phone information The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD screen Figure 3 IP Phone 1140E LCD display screen NORTEL Upper display area Self labeled line programmable feature keys Middle display area 09 16 2 32pm Information lines Lower display area Trans Cont Forward More Context sensitive soft keys Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID for basic ACD on page 18 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 18 e Logging in using Multiple Queue Assignments for Basic ACD on page 20 e Logging out on page 23 CAUTION When logged on you are placed into the queue for incoming calls If you are unavailable or away from your phone activate Make Set Busy or Not Ready to prevent callers from being directed to your phone Logging in without Agent ID for basic ACD If your ACD configuration does not rely on Agent ID which is often the case if you do not share your phone with another person u
23. ndicator stutter or beeping dial tone when you go off hook When your IP Phone 1140E firmware is being NORTEL Updated the blue Feature Status Lamp indicator flashes Note To find out if additional features are supported contact your system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as the Callers List Redial List and Corporate Directory Copy About the Nortel IP Phone 1 140E Quit Shift Outbox Msg Inbox Directory Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls Press the Shift Outbox key to toggle between two feature key pages and to access an additional six lines features Note This function is not available on all phones consult your system administrator Press the Message Inbox key to access your voice mailbox Note This function is not available on all phones consult your system administrator Press the Directory key to access directory services About the Nortel IP Phone 1140E LE Services Press the Services key to open the Services menu and use the navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feat
24. of the call queue while completing post call work Note If you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready HotResady ma 2260 gp or HotReads laa 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active To return to the queue choose one of the following Press the In Calls key Press the NotReady key Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 2488 Press your individual DN key Use the dialpad to dial the phone number Note The LCD remains lit as long as you are on the call Agent features To answer a call When the LCD next to your individual 2498 DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways To answer a call from your supervisor on page 29 To answer a call from your supervisor while on another call on page 29 e To place a call to your supervisor on page 30 e To conference in your supervisor during a call in progress on page 30 e To transfer a call to your supervisor during a call in progress on page 31 To answer a call from your supervisor
25. our phone you can also use the Left and Right keys to select editable fields press the Right key to select the field below the current selection or the Left key to select the one above Use the Enter key at the center of the Navigation key cluster to confirm menu selections In most menus you can use the Enter key instead of the Select soft key Press the Hold key to put an active call on hold Press the Hold key again or tap the flashing line DN soft key to return to the caller on hold Use the Expand key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Headset LED indicator located on the Headset key lights to indicate that the headset is in use About the Nortel IP Phone 1140E Press the Headset key twice to open the Bluetooth Setup menu Headset If Bluetooth wireless technology is not EN wn enabled on your phone this menu is not Headset available For information about installing a Bluetooth wireless technology headset see the IP Phone 1140E User Guide Wna Use the Goodbye key to terminate an active call Goodbye When a message is waiting or there is an NORTEL incoming call the red Message Waiting Incoming Call Indicator LED at the top center of the IP Phone flashes The flash cadence for each alert is different Note You may also hear an audio Message Waiting I
26. roll through menus and lists appearing on the LCD display screen Off 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 telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Terms you should know Return to Queue on No Answer If a call is not answered by the agent the call is sent back to the ACD queue and the agent s telephone is automatically placed in the Not Ready state 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 Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Shared Directory Number A DN extension that is shared by two or more persons Special Prefix code SPRE Special codes entered using the dialpad followed by a two digit access code that enable features for example Call Forward All Calls requires entry of SPRE code 74 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone
27. s feature is available for you About the Nortel IP Phone 1 140E Telephone controls This section describes the controls on your IP Phone 1140E In some geographic regions the IP Phone 1140E is offered with key caps that have English text labels In this document text in parentheses indicates the labels that appear on the key caps for example Services Fug n p gt Fug ed More MEE mma 2493 E AutoAn de Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature When a triangle appears before a soft key label the feature is active Press the More key to access the next layer of soft keys self labeled The keys on either side of the LCD display area are self labeled line programmable feature keys with labels on the LCD These keys also function as line DN keys A steady LCD light beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed Throughout this document the ACD line key is indicated by the line number 2260 The ACD line number that appears on your phone can be a different number A steady LCD light beside a feature key indicates that the feature is active A flashing LCD light indicates that the feature is being programmed About the Nortel IP Phone 1140E Volume Mute Handsfree Use th
28. se the following procedure to log in to an Automatic Call Distribution ACD queue MakeSetBsu 1 Press the Make Set Busy key Logging in with Agent ID for Basic ACD or Contact Center Manager If your ACD configuration uses Agent ID which is often the case if you share your phone with another person use the following procedure to log in to an Automatic Call Distribution ACD queue If an Agent ID is Agent and supervisor features assigned to you the display screen prompts you to enter a four digit code Note The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment For more information about Nortel Contact Center Manager visit www nortel com To log in as an agent C Y 1 Lift the handset 2260 GOD 2 Press the In Calls key H 3 If Enter Agent ID appears on the aaa screen use the dialpad to enter your ID aaa 4 Press the key The phone goes into a a Not Ready state 5 To join the ACD queue choose one of 2260 L the following or Press the In Calls key HotReady Press the NotReady key Agent and supervisor features 6 If you use a headset and Handset On Hook Means Log out HOML is configured to No by your administrator then do the following ern a Press the Headset key and replace the handset in the cradle to receive Headset calls on your headset uct b Press the Services key Change the
29. set Hold e gigabit Ethernet ports e built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key USB port to support a keyboard or mouse Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy e automatic network configuration e Graphical XAS About the Nortel IP Phone 1140E e hearing aid compatibility e Wireless headset support using Bluetooth 1 2 wireless technology compliant Audio Gateway Bluetooth Headset Profile Bluetooth Power Class 2 e Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series Expansion Module For information about using the Expansion Module see the Expansion Module for IP Phone 1100 Series User Guide NN43130 101 Figure 2 shows the IP Phone 1140E Figure 2 IP Phone 1140E Self labeled line programmable feature keys Data message waiting indicator Message waiting indicator High resolution Speaker graphical display screen Context sensitive soft keys Enter key Copy key s Message Inbox key Services key y Shift Outbox key Quit Stop key pa a Directory key Volume control Goodbye key Expand key Mute key T a Kal Fo 7 Headset key Handsfree key c x Hold key Navigation keys Dialpad Note If supported by your server the data message waiting indicator provides a data alert Contact your system administrator to find out if thi
30. ure Key Label Name Display Format LiveDialpad Caller ID display order Normal mode indication About the Nortel IP Phone 1140E Lx Services continued LE Services Le Services e Password Admin Station Control Password The Password Admin menu is not available on all IP Phone 1140E sets Consult your system administrator e Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics 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 Press the Services key to exit from any menu or menu item Press the Services key twice to access the Local Tools menu and use the navigation keys to access the following items e 1 Preferences e 2 Local Diagnostics e 3 Network Configuration e 4 Lock Menu If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password contact your system administrator Your system administrator can establish a password for the Local Tools menu About the Nortel IP Phone 1140E Telephone display The IP Phone 1140E has three display areas e The upper display area provides labels for the six self labeled line programmable feature key labels e The middle display area contains single line infor
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