Avaya 1120E User Guide
Contents
1. 20 Logging in with an Agent ID and MQA login options 20 Using Default Login 22 Logging out 23 Agent features 24 Answering ACD calls 24 Using Call Forcing 25 Using Return to Queue on No Answer 26 Using Activity code 26 Using Emergency 27 Using Not Ready 28 Placing or answering non ACD calls 28 Contacting your supervisor 29 Using Record On Demand key 31 Using SAVE key 32 Contents 6 Supervisor features 33 Using Answer Agent 33 Using the Agent key 34 Using Answer Emerge2. 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 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 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 Terms you should know 43 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 An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on Terms you should know 44 Index 45 Index A About the IP Phone 1120E 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
3. Press the Goodbye key to end the call 1 Press the Call Agent key or 2 Choose one of the following Press a selected Agent key Dial the agent s Position ID 3 Press the Goodbye key to end the call 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Goodbye CallAgt AgenKey Goodbye Interflow Supervisor features 36 Using 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 2 Press the Interflow key again to deactivate the feature and resume normal call flow 1 Press the Night Service key 2 Press the 6 key 6 N for Night to go into Night Service The Night Service LCD lights continuously All calls in the queue and new calls receive Night Service 1 Press the Night Service key 2 Press the 8 key 8 T for Transition to activate Transition mode The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service Interflow NightSvc NightSvc Supervisor features 37 To deactivate Night Service Observing a call Use the Observe feature to monitor an agent in a call To observe a call 1 Press the Night Service key 2 Press the 3 key 3 D for Day to resume Day mode The Night Service LCD flashes New calls enter the queue
4. 33 Answer Emergency 34 B Basic features 7 C Call Agent 35 Call party information 39 Contact your supervisor 29 Context sensitive soft keys 10 39 Copy key 13 D Date time display 39 Default login 22 Directory key 14 Directory Number 40 display areas 16 Display Network Diagnostics Utili ties 15 DN 40 E Emergency 27 Enter key 12 Expand key 12 F Feature display 40 Fixed key 40 Flexible Feature Code FFC 40 Force Call 25 G Goodbye key 13 40 H Handsfree Speaker key 11 Headset key 12 Hold key 12 I Indicator status 40 Information display 40 Information line 41 Interflow 35 Interrupted dial tone 41 L Line DN key 10 Login with Agent ID and MQA 20 Index 46 M Message key 41 Message waiting indicator 43 Message Inbox key 14 More key 10 N Navigation keys 12 41 Night Service 36 Not Ready 28 O Observe 37 Off hook 41 P Paging tone 41 Place or answer non ACD calls 28 Q Quit Stop key 13 R Return to Queue on No Answer 41 Ringback ring tone 41 S Self labeled line programmable feature keys 10 Services key 15 42 Shared Directory Numbers 42 Shift Outbox key 13 Special dial tone 42 Special Prefix code SPRE 42 Station Control Password SCPW 42 Status Messages 42 Supervisor features 33 Switchhook 42 System or Switch 42 T Telephone controls 9 Telephone displ
5. 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 2 Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor Activity Emergency Emergency Agent features 28 Using Not Ready Use the Not Ready feature to take your telephone out 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 Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 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 or 2 To return to the queue choose one of the following Press the In Calls key Press the NotReady key 1 Press your individual DN key 2 Use the dial pad to dial the telephone number Note The LCD remains lit as long as you are on the call NotReady 2260 NotReady 2498 Agent features 29 To answer a 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 pag
6. 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 Goodbye 2260 2468 Not Ready Agent features 26 To enable Call Forcing for headset users 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 telephone 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 1 Log in 2 Replace the handset 3 Press the Services key Configure the On hook default path to Headset Enabled 1 When the Activity LCD indicator is flashing press the Activity key 2 Use the dial pad to enter the Activity code Services Activity Agent features 27 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation To use the Emergency feature 3 Press the Activity key 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 1
7. 1 Press the Observe key or 2 Choose one of the following Press a selected Agent key Dial the agent s Position ID 3 Press the Call Agent key to talk to the agent you are monitoring 4 Press the Observe key to terminate the observation NightSvc Observe AgenKey CallAgt Observe Supervisor features 38 Terms you should know 39 Terms you should know 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 Cat5e 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 Context sensitive soft keys A set of keys programmed by your system administrator These four keys located directly below the display area have four programmable layers These ke
8. Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Title page Revision history 3 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 5 5 for UNIStim 3 0 May 2007 Standard 01 01 This document reflects the new document number January 2006 Standard 1 00 This document is issued for Nortel Communication Server 1000 Release 4 5 Revision history 4 Contents 5 Contents About the Nortel IP Phone 1120E 7 Basic features 7 Telephone controls 9 Telephone display 16 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 18 Logging in using Multiple Queue Assignments for Basic ACD
9. ay 16 U User Interface 43 V Volume control 11 Volume control bar 11 Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Copyright 2006 2010 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Nortel Logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks Publication Number NN43112 107 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 www nortel com
10. ccess some features on your telephone Message Inbox A fixed key on your IP Phone 1120E that connects to your voice messaging system when the key is pressed Navigation keys Keys used to scroll 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 when 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 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 Terms you should know 42 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
11. e 29 To answer a call from your supervisor when on another call on page 29 To place a call to your supervisor on page 30 To conference in your supervisor during a call in progress on page 30 To transfer a call to your supervisor during a call in progress on page 31 To answer a call from your supervisor To answer a call from your supervisor when on another call When the LCD next to your individual DN key flashes press the DN key Note The LCD remains lit as long as you are on the call 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 The LCD next to the Supervisor key flashes and a buzzer sounds 2498 Supervisor Supervisor Agent features 30 To place a call to your supervisor To return to the ACD call To conference in your supervisor during a call in progress 1 Press the Hold key to put the current call on hold 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key Press the In Calls key 1 Press the Supervisor key to talk privately with your supervisor 2 Press the Supervisor key again for a conference call with you your supervisor and the other caller Hold Supervi
12. es Agent and Supervisor features 21 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 1 Press the In Calls key 2 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 DN 2 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 2260 No Supervisor ID No Priority Supervisor ID No Priority No Supervisor ID With Priority Supervisor ID With Priority Agent and Supervisor features 22 Using Default Login Use the Default Login to log in just one time at the beginning of a shift The Default Login uses your previous shift s login to place you in the same ACD queu
13. es with the same supervisor To use Default Login or 3 Choose one of the following Press the In Calls key Press the NotReady key to enter the ACD queue 1 Lift the handset 2 Press the In Calls key 3 When Enter Agent ID appears on the screen use the dial pad to enter your ID 4 Choose one of the following If your queue requires a Supervisor ID press the key three times If your queue does not require a Supervisor ID press the key two times 2260 Not Ready 2260 Agent and Supervisor features 23 Logging out You can log out of the system completely or temporarily Not Ready state To log out or 5 To join the ACD queue choose one of the following Press the In Calls key Press the NotReady key or Choose one of the following To log out completely press the MakeSetBusy key To log out temporarily press the NotReady key Note If you press the MakeSetBusy key during an ACD call you log out automatically when the call finishes 2260 Not Ready MakeSetBusy Not Ready Agent features 24 Agent features The following sections describe features that are available to agents Answering ACD calls on page 24 Using Call Forcing on page 25 Using Return to Queue on No Answer on page 26 Using Activity code on page 26 Using Emergency on pa
14. ge 27 Using Not Ready on page 28 Placing or answering non ACD calls on page 28 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 When the LCD next to the In Calls key flashes press the In Calls key Note The LCD remains lit as long as you are on the call 2260 Agent features 25 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 or or or Choose one of the following Press the Goodbye key Press the In Calls key Press the individual DN line key this removes you from the queue Press the Not Ready 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 CAUTION If you are away
15. information about the context sensitive soft keys see New in This Release Communication Server Release 5 0 NN43001 115 User defined feature key labels Soft keys 47678 Trans Conf Forward More 42888 2348 10 30 4 30pm AutoDial About the Nortel IP Phone 1120E 8 Note Some IP Phone 1120E phones are not configured to support soft key functionality Consult your system administrator graphical high resolution LCD display backlit with adjustable contrast high quality speaker phone volume control keys for adjusting ringer speaker handset and headset volume six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy six call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold gigabit Ethernet ports built in gigabit Ethernet switch for shared PC access headset jack with an On Off key USB port to support a keyboard or mouse Note Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy automatic network configuration Graphical XAS hearing aid compatibility About the Nortel IP Phone 1120E 9 Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series Expansion Module For information about usi
16. lies to handsfree handset and headset microphones 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 Volume Volume Mute Handsfree About the Nortel IP Phone 1120E 12 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 your 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 Press 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 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 Handsfree key ligh
17. mable 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 light indicates the line is on hold or the feature is being programmed Note 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 Fwd Fwd More AutoAns Z About the Nortel IP Phone 1120E 11 Use the 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 dis abled 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 The Mute key app
18. ncy 34 Using Call Agent 35 Using Interflow 35 Using Night Service 36 Observing a call 37 Terms you should know 39 Index 45 About the Nortel IP Phone 1120E 7 About the Nortel IP Phone 1120E The Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection Note In this guide self labeled line programmable feature key labels appear beside the keys and context sensitive soft key labels appear directly above the keys Figure 1 shows the key labels Figure 1 Self labeled line programmable feature keys and context sensitive soft key labels Note Some features are not available on all telephones Consult your system administrator to verify the features that are available on your telephone Basic features Your IP Phone 1120E supports the following features four self labeled line programmable feature keys with labels and indicators four context sensitive soft keys For
19. nd 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 Feature Key Label Name Display Format Live Dialpad Caller ID display order Normal mode indication Password Admin Station Control Password The Password Admin menu is not available on all IP Phone 1120E sets Consult your system administrator Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics Services About the Nortel IP Phone 1120E 16 Telephone display Your IP Phone 1120E has three display areas The upper display area provides labels for the four self labeled line programmable feature key labels The middle display area contains single line information for items such as caller number caller name Call Timer feature prompt string user entered digits date and time information and phone information Because the IP Phone 1120E only has a single line information display area you are prompted to scroll through any additional lines of information For example during an incoming call o
20. nding on your system configuration choose from the following methods of logging in and out Logging in without Agent ID for basic ACD on page 18 Logging in with Agent ID for Basic ACD or Contact Center Manager on page 18 Logging in using Multiple Queue Assignments for Basic ACD on page 20 Logging out on page 23 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 use the following procedure to log in to an Automatic Call Distribution ACD queue 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 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 1 Press the Make Set Busy key MakeSetBsy Agent and Supervisor features 19 For more information about Nortel Contact Center Manager visit www nortel com To log in as an agent 1 Lift the handset 2 Press the In Calls key 3 If Enter Agent ID appears on the screen use the dialpad to enter your ID 4 P
21. ng the Expansion Module see the Expansion Module for IP Phone 1100 Series User Guide NN43130 101 Figure 2 shows the IP Phone 1120E Figure 2 IP Phone 1120E Telephone controls This section describes the controls on the IP Phone 1120E In some geographic regions the IP Phone 1120E 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 Handsfree key Handset User defined feature keys High resolution graphical display screen Navigation keys Services key Copy key Quit Stop key Message Inbox key Shift Outbox key Directory key Hold key Expand to PC key Headset key Goodbye key Volume control Dialpad Soft keys Speaker Feature Status Lamp Note If supported by your server the Feature Status Lamp provides a user defined alert Contact your system administrator to find out if this feature is available for you Mute key Visual Alerter Message Waiting indicator Enter key About the Nortel IP Phone 1120E 10 Table 1 Telephone controls 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 The keys on either side of the LCD display area are self labeled line program
22. nly the 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 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 1 Preferences 2 Local Diagnostics 3 Network Configuration 4 Lock Menu Your system administrator can establish a password for the Local Tools menu If you attempt to access the Local Tools menu and a password prompt dialog box appears contact your system administrator Services continued Services Services About the Nortel IP Phone 1120E 17 Directory Number DN appears if the caller name is greater than 10 characters Press the flashing arrow to display the caller name The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD display screen Figure 3 IP Phone 1120E LCD display screen Upper display area User defined feature key labels Lower display area Soft key labels Middle display area Information line 42888 2348 10 30 4 30pm AutoDial 47678 Trans Conf Forward More Agent and Supervisor features 18 Agent and Supervisor features This section describes the login features that are common to the Call Center agent and supervisor Depe
23. ormal operations If the SAVE key is pressed during an active call the call is saved 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 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 status of the call recording If the call is to be saved then the lamp is lit 2 To stop the call recording press the ROD key again 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 33 Supervisor features The following sections describe features available to the supervisor Using Answer Agent on page 33 Using the Agent key on page 34 Using Answer Emergency on page 34 Using Call Agent on page 35 Using Interflow on page 35 Using Night Service on page 36 Observing a call on page 37 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent 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 yo
24. ress the key The phone goes into a Not Ready state or 5 To join the ACD queue choose one of the following Press the In Calls key Press the NotReady key 2260 2260 Not Ready Agent and Supervisor features 20 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 Logging in with an Agent ID and MQA login options on page 20 Using Default Login on page 22 Logging in with an Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 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 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 a Press the Headset key and replace the handset in the cradle to receive calls on your headset b Press the Services key Change the On hook default path to Headset Enabled Note If HOML is configured to Yes replace the handset to log out of the queue Servic
25. sor Supervisor 2260 Supervisor Supervisor Agent features 31 To transfer a call to your supervisor during a call in progress 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 ROD 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 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 Supervisor key 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call 1 Press the ROD key during an active call Supervisor Supervisor Goodbye Agent features 32 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 N
26. ts to indicate that the headset is in use Hold Expand Headset About the Nortel IP Phone 1120E 13 Use the Goodbye key to terminate an active call When a message is waiting or there is an incoming call the red Message Waiting Incoming Call Indicator LED at the top right of the IP Phone flashes The flash cadence for each alert is different Note You may also hear an audio Message Waiting Indicator stutter or beeping dial tone when you go off hook When your IP Phone 1120E firmware is being 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 the Redial List and the Corporate 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 The Shift Outbox key is a fixed key that is reserved for future feature development Goodbye Copy Quit Shift Outbox About the Nortel IP Phone 1120E 14 Press the Message Inbox key to access your voice mailbox This function is not available on all phones consult your system administrator Press the Directory key to access directory services Msg Inbox Directory About the Nortel IP Phone 1120E 15 Press the Services key to open the Services menu a
27. u displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady 2 Press the Goodbye key to end the call AnsAgent Goodbye Supervisor features 34 Using the Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys Table 2 lists the four states of the LCD indicator Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation To use Answer Emergency Table 2 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call 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 telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready AnsEmerg Supervisor features 35 Using Call Agent Use the Call Agent feature to contact an agent To use Call Agent Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold To use Interflow 2
28. ys 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 Terms you should know 40 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 FFC Specialized codes entered using the dialpad that enable features for example Ring Again 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 On your IP Phone 1120E this information area is one line of text and symbols If a text message exceeds this area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Terms you should know 41 Information line A one line by 24 character area that displays date and time or application information Interrupted dial tone A broken or pulsed dial tone that sounds when you a
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