Avaya 2050 IP Softphone Call Center User Guide
Contents
1. No Supervisor ID With Priority 37 Non ACD calls 44 NotReady 38 39 44 O Observe Agent 49 Observe 51 Outbox Shift 27 P Primary display 24 Priority 38 Q Quit 24 R Release 26 S Services 27 Soft keys 24 Supervisor ID 36 Supervisor ID 36 Supervisor ID No Priority 37 Supervisor ID With Priority 38 Supervisor 46 System tray icon 19 29 V voice mail soft keys 45 Voice over IP VolP 16 Volume 25 W Wide Area Network WAN 162. e Answer a call from your supervisor Answer a call from your supervisor when on a call e Place a call to your supervisor e Conference in your supervisor to a call in progress e Transfer a call to your supervisor Answering a call from your supervisor When the indicator next to the Supervisor key flashes click Supervisor The indicator remains lit as long as the call remains active Answering a call from your supervisor when on a call Answering a call from your supervisor when on another call When the indicator next to the Supervisor key flashes you can do any of the following e To put the current call on hold click Hold Agent features e To speak to your supervisor click Supervisor e To return to the active call click InCalls Note 1 The enter key on the keyboard can also be used to pick up the longest incoming ringing non ringing DN by configuring Automatic line selection on each phone Placing a call to your supervisor when on a call Toplace a call to your supervisor 1 Click Supervisor Calls are automatically put on hold when using Supervisor 2 To return to the current call click InCalls Conferencing your supervisor to a call in progress You can conference in your supervisor to a call in progress e To talk privately with your supervisor click Supervisor e Click Supervisor twice to activate a conference call that includes you your supervisor and the current caller Transferring a
3. 1 Click Observe 2 Do one of the following Click a selected Agent key Dial the agents Position ID Totalk to the agent you are monitoring click Call Agent Supervisor features 3 To terminate the observation click Observe Using 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 See Figure 4 below Click Display Agent The summary information appears for 12 seconds or until you click another feature key In the NotReady state agent positions on either ACD or non ACD calls count as busy Your system administrator specifies whether calls are ACD or non ACD Figure 4 Display Agent Status Positions busy on ACD calls Vacant agent positions Positions waiting Positions busy on for ACD calls non ACD calls Supervisor features Using Display Queue Use the Display Queue feature to view the status of all calls waiting in the queue To activate Display Queue click Display Queue Your queue status appears in the display area of the Call Control window See Figure 5 below Figure 5 Display Queue Calls Waiting AITING MAND LWAIT TOFO 13 9 0 20 O Calls time overflowed into this queue Length of time first Number of call has waited active positions To view the amount of call traffic in the ACD queue observe the indicator beside the Display Queue
4. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call Your system administrator sets the time interval for the period between incoming calls Note You cannot use both Force Call and Return To Queue on No Answer at the same time Agent features When calls come in a short tone indicates the new call The InCalls indicator lights continuously and the ACD call automatically goes to your agent position To disconnect an active ACD call while Force Call Auto Answer is active click InCalls WARNING If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise the system connects call after call to your phone Each connected caller hears background noise and eventually hangs up Using Activity Code Use the Activity Code feature to record the type of activity you are performing 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 To record an activity do the following 1 When the Activity indicator flashes click Activity 2 Use the keypad to enter the activity code 3 Click Activity again If performing multiple tasks repeat steps 1 through 3 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation The Emergency indicator remains lit as l
5. 2007 Standard 01 01 This document is issued to support Communication Server 1000 Release 5 0 This document contains information previously contained in the following legacy document now retired IP Softphone 2050 Call Center User Guide NN 10300 053 June 2006 Standard 6 00 This document is up issued to reflect additional information about reserved keyboard keys March 2006 Standard 5 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 for the IP Softphone 2050 Version 2 August 2005 Standard 4 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 September 2004 Standard 3 00 This document is up issued for Nortel Communication Server 1000 Release 4 0 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 Communication Server for Enterprise 1000 Release 2 0 Contents Avaya 2050 IP Softphone overview 16 New features and support 00 eee eee 16 Reatures ai Gitte Reel ma Am che eas 17 Components 0 eee e eee eee 18 Call Control window 00000 eee eee eee 19 Local Directory window 0 cee eee eee 19 Settings window 0 0 ects 19 System tray icon and menu 0000 ee eee 19 Expansion Module 000 e eee
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7. Directory click the Menu button and select File gt Recent Directories then select the Local Directory you want to open Directory entry management The Directory Interface features management functions for entries located on a toolbar above the display screen Click New Contact to create new contact entries This jj Click Properties to make information changes for contact entries such as e mail address and company information GH Click Delete to enable the removal of a contact entry Click Find Contact to enable automatic search and find of a contact entry e Bi Click Filter to enable sorting of information for a contact entry ca Avaya 2050 IP Softphone Directories Boa Click Dial to dial the default telephone Maja number Or click the arrow beside the button and then click the desired number from the drop down list For more information about managing contacts refer to the Avaya 2050 IP Softphone User Guide NN43119 101 Avaya Communication Server 1000 Directory The Avaya CS 1000 Directory maintains contact information and server supported features in a remote central database called the Application Server Accessible from the Avaya 2050 IP Softphone Call Control window the CS 1000 Directory supports the following features e Personal Directory e Redial List e Callers List To open CS 1000 Directory features 1 On the Call Control window click Directory 2 Scroll through
8. Theme silver Display Ma Soft keys Line keys lai Volume keys laag Tea Ban Pa Mute daa Avaya J Jo je Directory aj all O01139 al al 4t Inbox Expand Messages Services Outbox Shift Quit Copy Navigation arrows Accessibility Interface The Accessibility Interface works with JAWS for Windows from Freedom Scientific screen reading software that lets visually impaired users access the full range of Avaya 2050 IP Softphone features The Accessibility Interface has been tested on JAWS Version 5 0 The screen is divided into four groups of controls Display Line and Feature Date and Time and Indicators Menu Command options in the Accessibility Interface match those in the standard Call Control window High Contrast Mode is a Microsoft Windows feature that increases legibility for visibly impaired users by increasing screen contrast Activate this feature by navigating to Start gt Control Panel gt Accessibility Options gt Display and selecting the High Contrast checkbox For more information about the Accessibility Interface consult the Avaya 2050 IP Softphone User Guide NN43119 101 Avaya 2050 IP Softphone Call Control window Call Control window elements and functions Table 1 describes the elements and functions of the Call Control window Table 1 Avaya 2050 IP Softphone components and functions Part 1 of 4 Element Function Primary display T
9. ad Meee nd Ka nnti 39 Agent features c coccoococcooc 40 Incoming Call Notification a 40 Answering ACD calls 000 e eee eee eee 41 Answering a call ii 41 Terminating a call na 41 Using Force Call 00 00 cece eee 41 Using Activity Code 2 42 Using Emergency ii 42 Using Record On Demand key ii 43 Using SAVE key 22 cee eee 43 Using NotReady 0 ee eee 44 Answering or making non ACD calls 44 Placing aCall pupa nah ha Haha ede kk em da han 44 Answering a call ii 45 Using voice mail soft keys a 45 Contacting your supervisor a 46 Answering a call from your supervisor 46 Answering a call from your supervisor when ona call 46 Placing a call to your supervisor when on a call 47 Conferencing your supervisor to a callin progress 47 Transferring a call to your supervisor 47 Supervisor features 000 c eee eee eee 48 Using Answer Agent 000 eee eee eee 48 Using Agent key 22 28g maa Sana ee eee BALANG 49 Using Answer Emergency 0 eee eee eee 49 Using Call Agent ii 50 Using Interflow na 50 Using Night Service ia 50 Activating Night Service 51 Transitioning to Night Service 51 Deactivating Night Servic
10. eee 19 i2050 exe application na 20 Avaya 2050 IP Softphone Call Control window 21 Accessibility Interface 000000 eee 21 Call Control window naa 22 Accessibility Interface cee eee ee 23 Call Control window elements and functions 24 HOt KEYS xe vies mna binaan KALAKAS AK kenal aa Pee 28 Adding a hotkey 0 ccc eee 28 Removing a hot key 0 0 0 29 System tray icon and menu a 29 Avaya 2050 IP Softphone Directories 30 Local Directory abu boa Dn ena en sb AG 30 Opening a Local Directory from the Call Control window 31 Directory entry management ii 31 Avaya Communication Server 1000 Directory 32 Agent and Supervisor features 34 Logging in without Agent ID ii 35 For basic ACD 0 0 0 0 0c cece eee 35 Logging in with Agent ID ii 35 For Basic ACD or Contact Center Manager 35 Logging in using Agent ID and Multiple Queue Assignments 36 Using MQA login options cea ee 36 Logging in No Supervisor ID No Priority 37 Logging in Supervisor ID No Priority 37 Logging in No Supervisor ID With Priority 37 Logging in Supervisor ID With Priority Using Default Login a 39 Logging out an agent ii 39 Logging out temporarily ii 39 LOOGING OU Hana
11. feature to redirect calls when the backlog or wait time exceeds a predefined threshold The Interflow indicator flashes while the feature is active To use the Interflow feature do the following 1 Click Interflow 2 Click Interflow 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 When Night Service is active the indicator lights continuously and all new calls and calls already in the queue receive night service Supervisor features Activating Night Service To activate Night Service do the following 1 Click Night 2 Click the 6 key N for Night to go into Night Service Transitioning to Night Service To transition into Night Service do the following 1 Click Night 2 Click the 8 key T for Transition to activate Transition mode Note The Night Service indicator flashes All calls in the queue remain in the queue and new calls receive night service Deactivating Night Service To deactivate Night Service do the following 1 Click Night 2 Click the 3 key D for Day to resume Day mode Note The Night Service indicator flashes and new calls enter the queue Using Observe Use the Observe feature to monitor an agent in a call Note This feature creates a three party conference with the Supervisor Agent and Customer To activate the Observe feature do the following
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15. 1 Settings window Use the Settings window a series of dialog boxes to set up the various Avaya 2050 IP Softphone features For more information about the Settings window consult the Avaya 2050 IP Softphone User Guide NN431 19 101 System tray icon and menu You can right click the Avaya 2050 IP Softphone system tray icon located at the right side of the Windows taskbar at the bottom of your screen to make and manage calls Expansion Module Use the Expansion Module EM to display the status of pre programmed lines for other IP Deskphones on the network For more information about the Expansion Module consult the Avaya 2050 IP Softphone User Guide NN43119 101 Avaya 2050 IP Softphone overview i2050 exe application The i2050 exe application lets the Avaya 2050 IP Softphone communicate with the server It launches when you start the Avaya 2050 IP Softphone but remains hidden in the background To verify that the i2050 exe is running open the Windows Task Manager To View the i2050 exe process select Processes The process appears as long as the Avaya 2050 IP Softphone icon appears in the system tray Avaya 2050 IP Softphone Call Control window Avaya 2050 IP Softphone Call Control window The Avaya 2050 IP Softphone Call Control window supports the 1100 theme designed to look and feel like the Avaya 1100 Series IP Deskphones as well as an additional two compact themes available in black and sil
16. 59 Temple Place Suite 330 Boston MA 02111 1307 USA Also add information on how to contact you by electronic and paper mail If the program is interactive make it output a short notice like this when it starts in an interactive mode Gnomovision version 69 Copyright C year name of author Gnomovision comes with ABSOLUTELY NO WARRANTY for details type show w This is free software and you are welcome to redistribute it under certain conditions type show c for details The hypothetical commands show w and show c should show the appropriate parts of the General Public License Of course the commands you use may be called something other than show w and show c they could even be mouse clicks or menu items whatever suits your program You should also get your employer if you work as a programmer or your school if any to sign a copyright disclaimer for the program if necessary Here is a sample alter the names Yoyodyne Inc hereby disclaims all copyright interest in the program Gnomovision which makes passes at compilers written by James Hacker signature of Ty Coon 1 April 1989 Ty Coon President of Vice This General Public License does not permit incorporating your program into proprietary programs If your program is a subroutine library you may consider it more useful to permit linking proprietary applications with the library If this is what you want to do use the GNU Library Ge
17. AVAYA Avaya 2050 IP Softphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 06 01 Part Code NN43119 100 Date March 2013 AVAYA 2013 Avaya Inc All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subseguent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the content
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21. call to your supervisor To transfer a current call to your supervisor 1 Click Supervisor 2 When your supervisor answers click Supervisor again 3 To terminate your access to the call click Goodbye Supervisor features Supervisor features This section describes the following features that are available to supervisors e Using Answer Agent on page 48 e Using Agent key on page 49 e Using Answer Emergency on page 49 e Using Call Agent on page 50 e Using Interflow on page 50 e Using Night Service on page 50 e Using Observe on page 51 e Using Display Agent Status on page 52 e Using Display Queue on page 53 Using Answer Agent Use Answer Agent to receive calls from agents in a non emergency situation Your status changes to NotReady and the indicator remains lit as long as the call is active To use the Answer Agent feature do the following 1 When the indicator next to the Answer Agent key flashes click Answer Agent The Agent ID of the person contacting you display on your telephone 2 To end the call click Goodbye Note 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 Using Agent key Use the Agent feature to connect observe or monitor the status of each a
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23. e ii 51 Using Observe Wi 51 Using Display Agent Status 0 52 Using Display Queue Wa 53 Avaya 2050 IP Softphone overview Avaya 2050 IP Softphone overview The Avaya 2050 IP Softphone is a business telephone application that you can use to make and take calls over your computer Using a headset or handset connected to your PC you control calls with the click of the mouse pointer from your PC keyboard or from the USB Audio Adapter Designed to work with IP based phone systems the Avaya 2050 IP Softphone provides Voice over IP VolP services using a telephony server and your Local Area Network LAN or Wide Area Network WAN The server that supports your Avaya 2050 IP Softphone determines the features you can access such as Call Conference Call Transfer and Call Forward New features and support Avaya 2050 IP Softphone Release 4 3 introduces support for the following e Windows XP 32 bit e Windows Vista 32 bit and 64 bit e Windows 7 32 bit and 64 bit e Secure Call Recording For more information see Avaya 2050 IP Sofiphone User Guide NN43119 101 Avaya 2050 IP Softphone overview Features The Avaya 2050 IP Softphone supports the following features Twelve user defined feature keys six Programmable Line DN Feature Keys self labeled and six lines features accessed by pressing the shift key Four soft keys that provide access to a maximum o
24. ement Function Dialpad To dial a telephone number Use your mouse pointer to click the numbers you want to enter Directory To access Avaya Communication Server 1000 Directory features Depending on how the system administrator sets up this service use this button to access Personal Directory or other server based directory services You can use Avaya CS 1000 Directory features toplace acall The call is placed on your prime line unless you select a different line Services Toaccess a list of network services Expand To access Graphical External Application Server GXAS applications To access voice mail applications PI sa MagInbox Note You may also hear an audio Message Waiting Indicator stutter or beeping dial tone when you obtain dial tone B Shift Outbox To access voice mail applications and toggle between feature key displays Avaya 2050 IP Softphone Call Control window Hot keys You can assign keyboard hot keys to access the full range of Call Control window functions and menu options Adding a hot key To add a new hot key 1 2 3 Click the Menu button Select File gt Settings gt Hot Keys Choose the feature group that you want to access Buttons Menu or Select Fields Accessibility Interface only From the Items list select the feature to which you want to assign a hot key Under Press a new shortcut key enter the key combinatio
25. f 10 features Four line display Directory capabilities stored locally on your PC or linked to external directories such as Lightweight Directory Access Protocol LDAP Microsoft Outlook and Windows Address Book WAB contact management software Avaya Communication Server 1000 Avaya CS 1000 Directory features Personal Directory Redial List Callers List and Password Administration stored on the application server for systems running CS 1000 Release 4 0 or later software One click direct dialing from various windows and applications Five specialized fixed keys Directory Inbox Message Shift Outbox Services Expand Dedicated call processing keys Hold Goodbye Answer Volume Mute Navigation Message Waiting Avaya 2050 IP Softphone overview User selected ringer that lets the PC speakers or the headset ring for incoming calls Choice of the following interfaces 1100 series theme Compact black and silver themes Accessibility Interface for the visually impaired Programmable hot keys that allow single key access to user definable features Two input modes Numeric and Alphabetic Supported languages include Arabic Chinese Traditional and Simplified Czech Danish Dutch English Finnish French German Greek Hebrew Hungarian Italian Korean Japanese Latvian Norwegian Polish Portuguese Russian Spanish Swedish and Turkish Su
26. gent position Each Agent key links to a particular agent position when used with the Call Agent or Observe Agent key To activate the Agent feature 1 Click Call Agent or Observe Agent 2 Click Agent Table 2 lists agent status indications Table 2 Agent Status Indicator Display Meaning 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 Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation Your status changes to NotReady and the indicator remains lit as long as the call is active To use the Answer Emergency feature do the following 1 When the indicator next to the Answer Emergency key flashes click Answer Emergency Note The Agent ID of the individual contacting you is displayed on your telephone 2 To end the call click Goodbye Supervisor features 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 Using Call Agent Use the Call Agent feature to contact an agent To use the Call Agent feature do the following 1 Click Call Agent 2 Click a selected Agent key or dial the agent s Position ID 3 To end the call click Goodbye Using Interflow Use the Interflow
27. ging in Supervisor ID No Priority To login using the Supervisor ID No Priority option o NG m E ON Click InCalls Dial Agent ID Dial Supervisor ID Dial ACD DN 1 Dial ACD DN 2 Dial ACD DN 3 Dial ACD DN 4 Dial ACD DN 5 Logging in No Supervisor ID With Priority To log in using the No Supervisor ID With Priority option oa fF O N S Click InCalls Dial Agent ID Dial ACD DN 1 Dial Priority 1 Dial ACD DN 2 Dial Priority 2 Agent and Supervisor features 7 Dial ACD DN 3 8 Dial Priority 3 9 Dial ACD DN 4 10 Dial Priority 4 11 Dial ACD DN 5 12 Dial Priority 5 Logging in Supervisor ID With Priority To log in using the Supervisor ID With Priority option Click InCalls Dial Agent ID Dial Supervisor ID Dial ACD DN 1 Dial Priority 1 Dial ACD DN 2 Dial Priority 2 Dial ACD DN 3 Dial Priority 3 10 Dial ACD DN 4 11 Dial Priority 4 12 Dial ACD DN 5 13 Dial Priority 5 OA OO BB ON Click InCalls or NotReady to enter the ACD queue 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 Agent and Supervisor features Using Default Login If you normally use the same telephone for each shift use the Default Login once at the beginning of a shift The Default Login
28. gnments on page 36 e Logging out an agent on page 39 WARNING Once logged on you will be 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 Agent and Supervisor features 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 when 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 an Avaya Contact Center Manager environment For more information about Avaya Contact Center Manager visit www avaya com To login as an agent 1 Click InCalls Figure 3 on page 34 2 If Enter Agent ID appears on the screen use the keypad in the Call Control window to enter your Agent ID 3 Click the pound key The phone goes into a NotReady state 4 Click InCalls to join the ACD queue or click NotReady Fig
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31. he following Click Answer to answer the call Click Open to activate the Avaya 2050 IP Softphone Call Control window and select a call handling feature such as forwarding the incoming call to another line or to voicemail Click Close to close the notification window This does not disconnect the incoming call it only removes the message from your screen You can also close the notification box by clicking the close button in the top right corner When the call is disconnected a call disconnected notification appears The incoming call notification window closes automatically when the call is disconnected Agent features Answering ACD calls Click InCalls to answer the next queued ACD call on the primary DN You can find the InCalls key in the lower right hand corner of the programmable line feature keys see Figure 3 on page 34 Answering a call The indicator next to the InCalls key flashes on incoming calls To answer a call e Click InCalls e On your PC keyboard press Enter Note The indicator remains lit while the call is active Terminating a call To end a call choose one of the following Click MEI Goodbye Release e Click InCalls e Click the individual DN line key This removes you from the queue e Click NotReady This removes you from the queue but keeps you logged in as an agent position e Wait for the caller to terminate the call e On your PC keyboard press F12
32. he handsfree speaker Avaya 2050 IP Softphone Call Control window Table 1 Avaya 2050 IP Softphone components and functions Part 3 of 4 Element Function cy Mute Mute key functionality is enabled or disabled by your system administrator Contact your system administrator to determine if your Mute key is enabled If Mute key is enabled click the Mute key to mute the headset and listen to the receiving party without transmitting Click the Mute key again to return to two way conversation Note If Mute key is not enabled clicking the Mute key places the call on hold Click the Mute key again to restore the active call or click the line key to restore the active call You cannot retrieve this call from hold by clicking the Hold key The handset display indicates the Mute status Mute On or Mute Off wa Hold To place an active call on hold The feature key label for the line on hold displays a flashing icon to indicate that the call is on hold Return to the call by clicking the Line button of the call on hold GM Release To terminate an active call Line keys To access one of six programmable Line keys These keys can represent line appearances DNs or features The communication server provides the labels that appear on these keys Avaya 2050 IP Softphone Call Control window Table 1 Avaya 2050 IP Softphone components and functions Part 4 of 4 El
33. hone Directories The Avaya 2050 IP Softphone uses the following directories for maintaining and accessing contacts e Local Directory on page 30 e Avaya Communication Server 1000 Directory on page 32 Local Directory Use the Avaya 2050 IP Softphone Local Directory to store and manage multiple phone directories on your computer You can use the Shortcut Bar to organize your contacts into groups You can use the Local Directory to e Link to external directories such as Outlook Act and LDAP and Windows Address Book WAB e Dial from external directories e Save contacts locally to your computer e Filter long directories so they are easier to use Note Do not confuse the Avaya 2050 IP Softphone Local Directory with the Network Directory accessible by clicking m Directory on the toolbar The Shortcut Bar on the left side of the window lists all groups of shortcut links including e Local Directory main directory contacts e Quick Dials a built in group for selecting shortcuts to contacts Avaya 2050 IP Softphone Directories Opening a Local Directory from the Call Control window To open a Local Directory 1 Onthe Call Control window click the Menu button 2 Select View 5 Local Directory 3 Select one of the following On the Shortcut Bar select Directories gt Local Directory Onthe menu select Directory gt View gt Local Directory Note To open a previously accessed Local
34. key Table 3 lists the four indicator states Table 3 Display Queue indicators Indicator Queue Status Meaning Off Light You have few or no calls waiting On Normal You have an acceptable number of calls waiting Supervisor features Table 3 Display Queue indicators Indicator Queue Status Meaning Slow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue are not being accepted Fast Flashing Overloaded You have too many calls in this queue New calls overflow to another queue Supervisor features Index A Activity Code 42 Agent ID 36 Agent 49 Answer Agent 48 Answer Emergency 49 Answer 25 C Call Agent 50 Call Control Window 1140 skin 22 Compact Skin 23 Copy 24 CS 1000 Directory 32 D Default Login 39 Dialpad 27 Directory 27 Display Agent 52 Display Queue 53 E Emergency 42 Expand 27 Expansion Module 19 F Force Call 41 G Goodbye Key 41 48 49 50 H Hold 26 Hot key 28 l i2050 exe application 20 Inbox Messages 27 InCalls 38 41 Indicator Display 49 Interflow 50 L Line and feature keys 34 Line keys 26 Local Area Network LAN 16 Local Dialpad Tone 46 Local Directory 30 Logging in without Agent ID 35 M MakeSetBusy 39 Multiple Queue Assignment MQA 36 Mute 26 N Navigation arrows 25 Night Service 50 No Supervisor ID No Priority 37
35. n Alt Ctrl V for example that you want as your hot key Click Assign Note If the key combination is already taken the previously assigned feature appears in the Shortcut currently used by text box Note To activate an item using the Select Fields feature group click Enter To assign a hot key you can enter any keyboard key combination except for the following AtoZ Shift A to Shift Z Alt A to Alt Z 0to9 Alt 0 to Alt 9 Asterisk Number sign Up down left and right arrow keys Avaya 2050 IP Softphone Call Control window Shift Up Shift Down PageUp PageDn Alt F1 to Alt F12 F1 Shift F1 Ctrl F1 Ctrl Alt F1 Ctrl Alt Shift F 1 Space bar Removing a hot key To remove a hot key 1 2 3 Click the Menu button Select File gt Settings gt Hot Keys Choose the feature group that you want to access Buttons Menu or Fields Accessibility Interface only From the Items list select the feature from which you want to remove a hot key Click Remove System tray icon and menu Use the Avaya 2050 IP Softphone system tray icon menu to manage phone calls and messages without opening the Call Control window To access the menu right click the Avaya 2050 IP Softphone icon found in the Windows taskbar system tray From the menu you can make answer and manage your calls as well as access macros and features Avaya 2050 IP Softphone Directories Avaya 2050 IP Softp
36. neral Public License instead of this License MAD This product contains module MAD which is distributed in accordance with the terms of the GNU General Public License version 2 provided below This product is licensed as described in GNU GENERAL PUBLIC LICENSE above Revision history March 2013 Standard 06 01 This document is up issued to support Communication Server Release 7 6 April 2012 Standard 05 03 This document is up issued to include information about answering calls using the Enter key March 2012 Standard 05 02 This document is up issued to support Avaya 2050 Softphone Release 4 3 reflecting support for 64 bit on Windows 7 and Vista operating systems October 2010 Standard 05 01 This document is up issued to support Avaya 2050 Softphone Release 4 0 June 2010 Standard 04 01 This document is up issued to support Communication Server Release 7 0 June 2009 Standard 03 02 This document is up issued to support IP Softphone 2050 Release 3 3 with Communication Server Release 5 5 and later May 2009 Standard 03 01 This document is up issued to support Communication Server Release 6 0 Revision history July 2008 Standard 02 02 This document is up issued to support IP Softphone 2050 Release 3 1 and is updated to include information on incoming call notification December 2007 Standard 02 01 This document is up issued to support IP Softphone 2050 Release 3 0 May
37. not compelled to copy the source along with the object code 4 You may not copy modify sublicense or distribute the Program except as expressly provided under this License Any attempt otherwise to copy modify sublicense or distribute the Program is void and will automatically terminate your rights under this License However parties who have received copies or rights from you under this License will not have their licenses terminated so long as such parties remain in full compliance 5 You are not required to accept this License since you have not signed it However nothing else grants you permission to modify or distribute the Program or its derivative works These actions are prohibited by law if you do not accept this License Therefore by modifying or distributing the Program or any work based on the Program you indicate your acceptance of this License to do so and all its terms and conditions for copying distributing or modifying the Program or works based on it 6 Each time you redistribute the Program or any work based on the Program the recipient automatically receives a license from the original licensor to copy distribute or modify the Program subject to these terms and conditions You may not impose any further restrictions on the recipients exercise of the rights granted herein You are not responsible for enforcing compliance by third parties to this License 7 If as a consequence of a court judgment o
38. o provide call information such as Caller ID and instructions for using certain soft key features When idling the telephone displays only the date and time Soft keys To access server definable features such as Transfer for connecting calls to other people Conference for group calls and so on To select a feature click one of the four available soft labelled soft keys and then follow the instructions on the display Available soft key features vary depending on Your current task the features available at any time depend on your current call activity e Server support Avaya 2050 IP Softphone functionality depends on communication server configuration Note To view additional features click the More soft key Call Answer To make or answer a call Bl Copy To copy a network service feature or folder gl Quit To quit a network service or feature Avaya 2050 IP Softphone Call Control window Table 1 Avaya 2050 IP Softphone components and functions Part 2 of 4 Element Function Navigation arrows To scroll through menus and lists in the display area Use the Send Enter key at the center of the navigation cluster to confirm menu selection 1100 series theme only Volume decrease 4 increase To increase or decrease the volume Du Headset To answer and make calls using the headset II Handsfree To answer and make calls using t
39. ong as the feature is active Agent features To use the Emergency feature do the following 1 During an active call click Emergency When the supervisor picks up a three way call commences with you the supervisor and the caller 2 Click Emergency again to transfer the caller to the supervisor and terminate your access to the call Using Record On Demand key Use the Record on Demand ROD feature key to record your telephone conversation The ROD key is displayed in the following scenarios e Normal operations Click the ROD key during an active call to record the call e Call Recording CR application in ROD Mode Click the ROD key during an active call to record the call e Bulk Recording For an active call or unregistered DN Position ID call recording is initiated even though the ROD key is not pressed Click 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 1 Click the ROD key during an active call 2 To stop the call recording click the ROD key again 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 operati
40. ons If the SAVE key is clicked during an active call the call is saved Agent features e CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is clicked 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 clicked 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 1 Click the ROD key during an active call 2 To stop the call recording click the ROD key again 3 Click the SAVE key to save the conversation Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post call work The NotReady indicator remains lit as long as the feature is active Note If you don t activate Make Set Busy or Not Ready the system will continue to direct callers to your phone To temporarily log out of the system click NotReady To return to the queue click NotReady or InCalls Answering or making non ACD calls Use the non ACD calls feature to receive and place calls using your individual line The indicator remains lit while the call is active Placing a call 1 Click your individual DN key 2 Use the keypad to dial the telephone number Agent features Answering a call When the indicator next to yo
41. pport avaya com scroll to the bottom of the page and select Contact Avaya Support GNU GENERAL PUBLIC LICENSE Version 2 June 1991 Copyright C 1989 1991 Free Software Foundation Inc 59 Temple Place Suite 330 Boston MA 02111 1307 USA Everyone is permitted to copy and distribute verbatim copies of this license document but changing it is not allowed Preamble The licenses for most software are designed to take away your freedom to share and change it By contrast the GNU General Public License is intended to guarantee your freedom to share and change free software to make sure the software is free for all its users This General Public License applies to most of the Free Software Foundation s software and to any other program whose authors commit to using it Some other Free Software Foundation software is covered by the GNU Library General Public License instead You can apply it to your programs too When we speak of free software we are referring to freedom not price Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software and charge for this service if you wish that you receive source code or can get it if you want it that you can change the software or use pieces of it in new free programs and that you know you can do these things To protect your rights we need to make restrictions that forbid anyone to deny you these rights or to ask you to
42. pport for BlueTooth and standard USB headsets Expansion Module EM Drag and Drop dialing Macro functions available for programming long dialing patterns A check box for setting hook switch status Always on top option that keeps the Call Control window on top of all other open applications Components The Avaya 2050 IP Softphone supports six main components Call Control window on page 19 Local Directory window on page 19 Settings window on page 19 System tray icon and menu on page 19 Expansion Module on page 19 i2050 exe application on page 20 Avaya 2050 IP Softphone overview Call Control window The Avaya 2050 IP Softphone Call Control window displays the line keys feature buttons and call display Use this window to make and manage your telephone calls You also use this window to access both your Local Directory and CS 1000 Directory features Personal Directory Redial List Callers List Application Server Administration and Password Administration For more information about the Call Control window consult the Avaya 2050 IP Softphone User Guide NN431 19 101 Local Directory window Use the Local Directory window to create manage and use a telephone directory stored on your local computer and to access external directories such as LDAP Outlook and WAB For more information about the Local Directory window consult the Avaya 2050 IP Softphone User Guide NN43119 10
43. r allegation of patent infringement or for any other reason not limited to patent issues conditions are imposed on you whether by court order agreement or otherwise that contradict the conditions of this License they do not excuse you from the conditions of this License If you cannot distribute so as to satisfy simultaneously your obligations under this License and any other pertinent obligations then as a consequence you may not distribute the Program at all For example if a patent license would not permit royalty free redistribution of the Program by all those who receive copies directly or indirectly through you then the only way you could satisfy both it and this License would be to refrain entirely from distribution of the Program If any portion of this section is held invalid or unenforceable under any particular circumstance the balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims this section has the sole purpose of protecting the integrity of the free software distribution system which is implemented by public license practices Many people have made generous contributions to the wide range of software distributed through that system in reliance on consistent application of that system it is up to the author donor to deci
44. s or reliability of any linked websites referenced within this site or documentation provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on its hardware and Software Product s Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website http support avaya com Please note that if you acquired the Product s from an authorized Avaya reseller outside of the United States and Canada the warranty is provided to you by said Avaya reseller and not by Avaya Software means computer programs in object code provided by Avaya or an Avaya Channel Partner whether as stand alone products or pre installed on hardware products and any upgrades updates bug fixes or modified versions thereto Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS
45. the following list and click to select Personal Directory Callers List Redial List Password Administration Note The Personal Directory Redial List and Callers List features have a one minute time out control period If the application rests idle for one minute during any of the operations the list closes and your Avaya 2050 IP Softphone returns to the idle state For further information about CS 1000 Directory features Personal Directory Redial List Callers List Password Administration consult the Avaya 2050 IP Softphone User Guide NN43119 101 Avaya 2050 IP Softphone Directories For further information about the Avaya 2050 IP Softphone and Avaya Mobile Voice Client 2050 consult Avaya IP Phones Fundamentals NN43001 368 Agent and Supervisor features Agent and Supervisor features This section describes login features common to the Call Center Agent and Supervisor The Avaya 2050 IP Softphone supports six line DN and feature keys accessible from the Call Control window Figure 3 Line and feature keys Supervisor Callagt Activity NotReady 2768 InCalls Use these keys to access and manage Call Center Agent and Supervisor features Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID on page 35 e Logging in with Agent ID on page 35 e Logging in using Agent ID and Multiple Queue Assi
46. third party for a charge no more than your cost of physically performing source distribution a complete machine readable copy of the corresponding source code to be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange or c Accompany it with the information you received as to the offer to distribute corresponding source code This alternative is allowed only for noncommercial distributionand only if you received the program in object code or executable form with such an offer in accord with Subsection b above The source code for a work means the preferred form of the work for making modifications to it For an executable work complete source code means all the source code for all modules it contains plus any associated interface definition files plus the scripts used to control compilation and installation of the executable However as a special exception the source code distributed need not include anything that is normally distributed in either source or binary form with the major components compiler kernel and so on of the operating system on which the executable runs unless that component itself accompanies the executable If distribution of executable or object code is made by offering access to copy from a designated place then offering equivalent access to copy the source code from the same place counts as distribution of the source code even though third parties are
47. tware including open source software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for t
48. ur individual DN key flashes click DN The indicator remains lit as long as the call remains active Using voice mail soft keys Note This feature is not available on all telephones Contact your system administrator to determine if this feature is available on your telephone When this feature is enabled then when you access your voice mail either by pressing the Messages Inbox key or by dialing your voice mail access number voice mail soft keys are displayed that let you perform various actions for your messages The following soft keys are displayed Play Delete Call More Stop Conf Reply More Comp Forwrd Bye More Play the voice mail message Delete the voice mail message Call Call the telephone number that left the voice mail message Display the next layer of soft keys Stop playing the voice mail message Conf Conference in another party to listen to the voice mail message Reply Reply to the voice mail message More Display the next layer of soft keys Agent features Compose a voice mail message Forwrd Forward the voice mail message to another telephone number Disconnect from the voice mail system Cycle back to the first layer of soft keys Voice mail soft keys are displayed e When you press the Messages Inbox key internal and external e when you dial the voice mail access number manually internal only Contacting your supervisor Use the Supervisor feature to do the following
49. ure 3 on page 34 Agent and Supervisor features Logging in using Agent ID and Multiple Queue Assignments 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 You can login using either of the following methods e Agent ID and MOA Login Option e Default Login Using MQA login options To enter ACD queues use an Agent ID login with one of the following four MAA login options e No Supervisor ID No Priority e Supervisor ID No Priority No Supervisor ID with Priority Supervisor ID with Priority Note If a supervisor logs in to accept ACD calls then the system prevents the supervisor from entering a Supervisor ID This includes logins in which agents are required to enter a Supervisor ID Login Option entries The login options require the following entries e A four digit Agent ID e A Supervisor ID if your queue requires one e Up to five ACD DNs and priority values if priority values are being used terminated by Agent and Supervisor features Logging in No Supervisor ID No Priority To login using the No Supervisor ID No Priority option ND Ob ge ON ss Click InCalls Dial Agent ID Dial ACD DN 1 Dial ACD DN 2 Dial ACD DN 3 Dial ACD DN 4 Dial ACD DN 5 Log
50. uses your previous shift s login to place you in the same ACD queues and with the same Supervisor To use the Default Login with MQA enabled 1 Click InCalls The Enter Agent ID message appears 2 Use the keypad to enter your Agent ID For Supervisor ID Required click the pound key three times To join the ACD queue click InCalls or NotReady Logging out an agent You can log out of the system either completely or temporarily Not Ready state Logging out temporarily Click NotReady This removes you from the queue but keeps you logged in as an agent position Logging out To log out completely click MakeSetBusy Note If you click MakeSetBusy while on an ACD call you are logged out automatically when the call is finished Agent features Agent features The following sections describe features that are available to agents e Incoming Call Notification on page 40 e Incoming Call Notification on page 40 e Using Force Call on page 41 e Using Activity Code on page 42 e Using Emergency on page 42 e Using NotReady on page 44 e Answering or making non ACD calls on page 44 e Contacting your supervisor on page 46 Incoming Call Notification A notification window appears above the system tray when incoming calls are received This window displays the ringing line DN and the incoming caller s name and number When this notification appears you can do one of t
51. ver The Avaya 2050 IP Softphone also supports an Accessibility Interface for visually impaired users To open the Avaya 2050 IP Softphone Call Control window 1 From your desktop PC select Start 2 Select Programs 3 Select Avaya gt Avaya 2050 IP Softphone gt Avaya 2050 IP Softphone Accessibility Interface To open the Avaya 2050 IP Softphone Accessibility Interface from the Call Control window 1 From your desktop PC select Start gt Programs gt Avaya gt Avaya 2050 IP Softphone gt Avaya 2050 IP Softphone The Call Control window opens 2 Click the Menu button Select File gt Settings gt Theme 4 Select Accessibility Interface Note If the Avaya 2050 IP Softphone is running you must exit and restart for the change to the Accessibility Interface to take effect Avaya 2050 IP Softphone Call Control window Call Control window The Call Control window see Figure 1 below and Figure 2 on page 23 includes the standard features that let you make and manage phone calls For information on the elements of the Call Control window see Table 1 on page 24 Figure 1 Call Control Window 1 100 series theme Line keys Displa Navigation a arrows Soft keys Quit nbox Messages Services o a gua Outbox Shift Copy Volume up Volume down kal Mute msi pars gruv gwiz u kaila Dialpad Avaya 2050 IP Softphone Call Control window Figure 2 Call Control Window Compact
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