Avaya 2007 IP Deskphone Call Center User Guide
Contents
1. LCD Description Off Agent is not logged in On Agent is logged in but either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Use Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation 1 When the Answer Emergency soft key flashes tap the Answer Emergency soft key Note 1 The Agent ID of the contacting individual displays on the phone Note 2 The soft key color changes and remains altered as long as the call is active The status changes to NotReady 2 Press the Goodbye key to end the call Supervisor features Use Call Agent Use the Call Agent feature to contact an Agent 1 Tap the Call Agent soft key 2 Choose one of the following Agent Tapa selected Agent soft key a aaa aaa Dial the agent s Position ID oer 3 Press the Goodbye key to end the call Use Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold 1 Tap the Interflow soft key Note The Interflow soft key color changes and remains altered while the feature is active 2 Tap the Interflow soft key again to deactivate the feature and resume normal call flow Supervisor features Use Night Service Use the Night Service feature to define how calls are handled outside of business hours T2. United States FCC CFR 47 Class B Emissions FCC Rules for Radio Part 15 Freguency Devices Canada ICES 003 Class B Emissions Interference Causing Eguipment Standard Digital Apparatus Australia New AS NZS 3548 Class B Emissions Information technology Zealand CISPR 22 equipment Radio disturbance European EN 55022 Class B Emissions Information technology Community equipment Radio disturbance EN 55024 Information technology equipment Immunity characteristics Limits and methods of measurement EN 61000 3 2 Limits for harmonic current emissions equipment input current lt 16 A per phase EN 61000 3 3 Limitation of voltage fluctuations and flicker in low voltage supply systems for equipment with rated current lt 16 A Japan VCCI Regulations for voluntary control measures Table 2 Safety Jurisdiction Standard Description United States UL 60950 1 Safety of Information Technology Equipment Canada CSA 60950 1 03 Safety of Information Technology Equipment European EN 60950 1 ITE equipment Safety Part 1 Community General requirements Australia New AS NZS Safety of Information Technology Zealand 60950 1 2003 Equipment Other Safety Approvals IEC 60950 1 ITE equipment Safety Part 1 General requirements Regulatory and safety information Other US Canada Hearing Aid Compatibility HAC as per FCC Part 68 This equipment complies with the CE
3. Agent features To terminate the call Choose one of the following Press the Goodbye key Tap the Incalls soft key Tap the individual DN line soft key to be removed from the queue Tap the NotReady soft key to be removed from the queue but to remain logged in as an agent position or wait for the caller to terminate the call Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call A time interval is set by the system administrator between each incoming call When calls come in a short tone indicates the new call The InCall soft key changes color and the ACD call automatically goes to the agent position Pressing the Incalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users 1 Log in 2 Replace the handset Agent features 3 Press the Services soft key Set the services On hook default path to Headset Enabled Use Activity code You use Activity codes to record the types of activities performed To record activities 1 When the Activity soft key is flashing tap the Activity soft key 2 Use the dialpad to enter the Activity code 3 Tap the Activity soft key If performing multiple tasks repeat these steps Note If configured Activity codes can be entered while in the NotReady state Agent features Use Emergency Use the Eme
4. AVAYA Avaya 2007 IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 05 01 Part Code NN43118 102 Date November 2010 AVAYA 2010 Avaya Inc All Rights Reserved Notices 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 Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree 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 subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s 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 descr
5. Application Area aT expand Jf services copy Tools NAV Area Note The display can differ from the above example To extend the life of the LCD panel the panel goes dark sleeps after a configured period of time For information about configuring the time before the display sleeps see the Avaya 2007 IP Deskphone User Guide NN431 18 100 Application area The Application area provides e line and feature key status e information items such as caller number caller name feature prompt strings user entered digits date and time information or call timer if provisioned in the Telephone Options menu and IP Deskphone information e context sensitive soft keys e feature keys About the Avaya 2007 IP Deskphone Figure 3 shows the Application area and the feature area the soft keys can show either text or icons Figure 3 Avaya 2007 IP Deskphone Detailed in Application area Programmable line DN Feature keys Multi field display screen Soft keys Feature keys Table 1 shows the soft key text and icon equivalents The text labels are displayed by default and are changed using the Tools menu Your Avaya 2007 IP Deskphone displays different icons and text labels depending on the version of your IP Deskphone and the installed firmware as shown in Table 1 Table 1 Feature key text and icon displays Part 1 of 2 Avaya 2007 IP Deskphone Avaya 2007 IP Deskphone older version n
6. a line is automatically selected for an outgoing call Outbox Shift key A soft key used to switch between two feature key sets to provide access to an additional six lines features Primary Directory Number The main extension number on your telephone Terms you should know Programmable line DN feature soft keys self labeled The six soft keys located in the upper area of the display Quit key A soft key on your telephone that is used to exit applications Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A soft key used to access options such as Telephone Options Password Admin Display Network Diagnostics Utilities Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Soft keys A set of keys programmed by your system administrator These four keys located in the middle of the display area have four programmable layers that are accessed through the More soft key These keys are also used to configure parameters in the Telephone Options menu Speaker key A fixed key used to activate Handsfree Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Terms you should know 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 s
7. characters are ignored Entering text using the USB keyboard The USB keyboard when connected can be used to enter text in the tools and graphical applications For number entry in phone applications for example when dialing the keyboard can be used to enter digits O to 9 as well as and Other characters are ignored When on a call the function keys f1 f2 f3 f4 f5 f6 f7 and f8 can be used to control the phone Table 4 shows the function keys and their associated action during phone calls Table 4 USB keyboard function keys during phone calls Function key Action f1 Go to Handsfree mode f2 Go to Headset mode f3 Place the current call on Hold f4 Mute the current call f5 Volume Up f6 Volume Down f7 Copy f8 Quit Agent and Supervisor features Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor e Agent Login e Login with Agent ID and Multiple Queue Assignments e Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution ACD queue If an Agent ID is assigned enter the four digit code at the display screen prompts 1 Lift the handset 2 Tap the Incalls soft key Aa 3 IfEnter Agent ID appears on the H screen use the dialpad to enter the ID 4 Press the key The phone enters a Not Ready state 5 To join the ACD queue
8. for the queue Supervisor features e length of time the oldest call has waited in the queue e number of calls that have overflowed into the queue To display information on the ACD queue DisplayQueue Tap the Display Queue soft key Information on the current ACD queue appears on the display Figure 5 Current status of ACD queue Calls time overflowed into this queue Calls waiting Number of manned positions Length of time first call has waited Supervisor features Display Agent status Use the Display Agent feature to view a summary of the current status for all agents who have an agent Position ID key assigned on the supervisor s phone Displayagt Tap the Display Agent soft key The summary information displays for twelve seconds or until another feature key is pressed Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by the system administrator Figure 6 Current status of agents Positions busy Vacant agent on ACD calls positions ositions waiting for ACD calls Positions busy on non ACD calls Supervisor features The Display Queue soft key gives a visual indication of the number of calls in the ACD queue Table 6 lists the four states for this soft key Table 6 Display Queue soft key states Soft key display Queue status Description Off Light There are f
9. key A fixed key used to end an active call Handsfree A method of conversing with the party on the other end of the line without lifting your handset Headset key A fixed key used to answer a call using the headset Hold key A fixed key used to place an active call on hold Information display Any display of call activity lists prompts and status of calls Information line A 1 line by 24 character area that displays date and time or application information Interrupted dial tone A broken or pulsed dial tone you hear when you access some features on your telephone Terms you should know Message Inbox A soft key on your telephone that connects to your voice messaging system when the key is tapped Message Waiting indicator Incoming Call indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Meridian 1 An office communication system More An option allowing access to the multiple layers of the soft keys Mute key A fixed key used to listen to a caller without transmitting Navigation key Contains the Up Down and Left Right keys used to scroll through menus and lists appearing on the LCD display screen Off hook Any line selected to make a call or receive an incoming call The term off hook is applied whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the set or d
10. 0 Release 5 0 This document contains information previously contained in the following legacy document now retired IP Phone 2007 Call Center User Guide NN10300 020 Graphics are also updated Revision history August 2005 Standard 2 00 This document is up issued to support the Communication Server 1000 Release 4 5 May 2005 Standard 1 00 This document is issued to support the IP Phone 2007 on Communication Server 1000 Release 4 0 About the Avaya 2007 IP Deskphone About the Avaya 2007 IP Deskphone The Avaya 2007 IP Deskphone brings a premier multimedia experience to the IP Deskphone and offers color touch screen that enables the presentation of a wide array of information and applications It supports the services provided by Application Gateway 2000 The Avaya 2007 IP Deskphone display can present multimedia content to enhance your communications experience including visual voicemail broadcast alerts such as company news and emergency notifications promotion of guest services within hospitality environments for revenue generation as well as other customized applications desired by the organization The Avaya 2007 IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection The Avaya 2007 IP Deskphone provides all the functionality of the IP Phone 2004 using a graphical user interface GUI In addition advanced text and graphic base
11. 1 IP Deskphone controls WA 8 IP Deskphone Display zan Seva pieda pieri aa 11 Application area nan 12 Tools Navigation area 14 TOUCH panel 00 caeudagheod ances oe hos ae we aa AG mani 16 Calibrate the touch panel 0 00008 17 Using the stylus Wa 17 Cleaning the phone Screen cee eee 17 Entering and editing text cece ees 18 Entering text using the phone dialpad 18 Editing text using the soft keys 19 Entering text using the pop up keyboard 19 Entering text using the USB keyboard 20 Agent and Supervisor features 21 AGEN LOG cresie seket eet wo euler dk ee Gee ee eek Bean 21 Login with Agent ID and Multiple Queue Assignments 22 Agent ID and MMA login options 23 Default Login 0 0 naaa ed oe ee eee we kA 25 Agent Logout aa 26 Agent ICAIUIES zuma och ion NAIN DAS NANG ew kaka 27 Answer ACD calls 0 0 0 00 cece eee 27 Use Force Call ai dave da DN maa Dee ADD an aa 28 Use Activity code ee 29 Use Emergency eee eas 30 Use Not Ready 0 cc cc ees 30 Place or answer non ACD calls 31 Contact the supervisor aa 32 Using Record On Demand key 34 Using SAVE key 0 cc ee
12. Incoming call indicator Goodbye key Hold key Programmable line DN H andset feature keys self labeled Speaker Display screen Display based Dialpad context sensitive soft keys Navigation keys Handsfree LED Stylus holder Handsfree key Volume control bar Headset key 8 Context sensitive soft keys Use the Volume control bar to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the right side of the rocker bar to increase volume the left side to decrease volume C oe Use the Goodbye key to terminate an active call 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 Navigation key to scroll through menus and lists appearing on the LCD screen The key rocks for up down left and right movements About the Avaya 2007 IP Deskphone 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 LED next to the headset button flashes when the headset is in use Press the Handsfree key to activate handsfree The speaker LED indicator lights to indicate when handsfree is active 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 r
13. Marking requirements Australia AS ACIF S004 Voice Frequency Performance Requirements for Customer Eguipment EU Countries This device complies with the essential reguirements and other relevant provisions of Directive 1999 5 EC A copy of the Declaration may be obtained from http support avaya com css appmanager public support DenAn regulatory notice for Japan AN Warning Please be careful of the following while installing the equipment e Please only use the Connecting cables power cord AC adaptors shipped with the equipment or specified by Avaya to be used with the equipment If you use any other equipment it may cause failures malfunctioning or fire Power cords shipped with this equipment must not be used with any other equipment In case the above guidelines are not followed it may lead to death or severe injury AN AN MERE BATA 0 UTFNTET LEE BTN BRAK ACPA IREN Ral FH AEN THEFT ATT ARISE eC KAL ada aren ne KAI s3 POFAR KKORAEZSCEMHVET e GASA CHET TRO BRAK SHO II ALL GK ESL ERETE RAT TOGE COPAERGEAZSRAORACZOECEMHVET Regulatory and safety information Index A About the Avaya 2007 IP Desk phone 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 37 Agent login 21 Agent logout 26 Answer ACD calls 27 Answer Agent 36 Answer Emergency 37 Attendant 45 AutoDial 45 Avaya 1000 45 Communicati
14. TITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Li
15. ch panel using a stylus or your finger However use of a stylus is recommended to avoid damage to the touch panel Cleaning the phone Screen Hold the Goodbye key down and gently wipe the phone screen with a soft dry cloth CAUTION Do not use any liquids or powders on the phone Using anything other than a soft dry cloth can contaminate phone components and cause premature failure Entering and editing text Entering and editing text You can enter and edit text on your Avaya 2007 IP Deskphone using the following methods e Entering text using the phone dialpad on page 18 e Editing text using the soft keys on page 19 e Entering text using the pop up keyboard on page 19 e Entering text using the USB keyboard on page 20 The use of any of these methods for text entry depends on the applica tion Table 2 shows the applications and input devices that can be used for text entry Table 2 Application Text Entry Call server related applications Dialpad for example changing feature key labels adding personal directory entries or for dialing Pop up or USB keyboard for numeric entries only Graphical applications Pop up or USB keyboard Tools menu Pop up or USB keyboard Dialpad for numeric and text entries Entering text using the phone dialpad You use the dialpad to enter text when using features such as programming an Autodial key For example to ente
16. choose one of the following Tap the Incalls soft key Tap the NotReady soft key Agent and Supervisor features 6 If you are using a headset and the Handset On Hook Means Log out HOML setting is configured to No by the administrator then perform the following a Press the Headset key and replace the handset in the cradle to receive calls on the headset b Tap the Services soft key Change the On hook default path to Headset Enabled Note If the HOML setting is configured to Yes replace the handset to log out of the queue Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Agent ID and MMA login options e Default login Agent and Supervisor features Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the following MQA login options e No Supervisor ID No Priority e Supervisor ID No Priority e No Supervisor ID with Priority e Supervisor ID with Priority Note The system prevents a supervisor from entering a Supervisor ID when the supervisor is logging in to accept ACD calls This includes logins where agents must enter a Supervisor ID The login options require the following entries in sequen
17. d Web centric applications are supported The Avaya 2007 IP Deskphone does not support the IP Deskphone Key Expansion Module KEM Note Not all features are available on all phone Consult the system administrator to verify which features are available Basic features The Avaya 2007 IP Deskphone supports the following features e large color touch panel display screen e high quality speaker phone e 12 programmable feature keys six programmable line DN feature keys and six lines features accessed by pressing the Shift key e four context sensitive soft keys About the Avaya 2007 IP Deskphone e volume control bar for adjusting ringer speaker handset and headset volume e five call processing fixed keys Hold Goodbye Handsfree Mute Headset e shared LAN access with a PC e automatic network configuration e hearing aid compatibility e Web based applications support e remote firmware download e USB mouse and keyboard support or mouse Note For more information about context sensitive soft keys see Avaya New in This Release NN43001 115 for Avaya Communication Server 1000 Release 6 0 Consult your system administrator to verify if your Avaya 2007 IP Deskphone is configured to support soft key functionality IP Deskphone controls Figure 1 on page 9 shows the Avaya 2007 IP Deskphone About the Avaya 2007 IP Deskphone Figure 1 Avaya 2007 IP Deskphone Message waiting indicator
18. eceiving party without transmitting your voice Press the Mute key again to return to two way conversation lf 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 About the Avaya 2007 IP Deskphone When a message is waiting or there is an incoming call the red Message AVAYA Waiting Incoming Call Indicator LED at aaa the top center of the IP Deskphone 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 Context Sensitive Soft keys are located on either side of the navigation key The LCD label above each key changes based on the active feature Ihese keys are sometimes referred to as Soft keys IP Deskphone Display The Avaya 2007 IP Deskphone provides a large color touch panel display that supports color XML HTML content through an external application server The Avaya 2007 IP Deskphone window based user interface has two display areas e Application area e Tools Navigation area Figure 2 shows an idle display About the Avaya 2007 IP Deskphone Figure 2 Avaya 2007 IP Deskphone display
19. eee 34 Supervisor features cccccococococ 36 Use Answer Agent sa 36 Use Agent key 0 cece es 37 Use Answer Emergency a 37 Use Call Agent 2 mods eee ngs MAG kamen ae NA ha 38 Use Interflow ic 38 Use Night Service Wa 39 Observe 1 na 40 Display Queue ii 40 Display Agent status ees 42 Terms you should know c c ccccococcococ c 45 Regulatory and safety information 51 Si PAP AA 53 DenAn regulatory notice for Japan 53 Revision history Revision history November 2010 Standard 05 01 This document is up issued to support Avaya rebranding changes August 2010 Standard 04 02 This document is up issued to support Avaya Communication Server 1000 Release 7 0 Rebranding done June 2010 Standard 04 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 December 2009 Standard 03 03 This document is up issued to support Communication Server 1000 Release 6 0 This document contains updates to the IP Phone 2007 LCD May 2009 Standard 03 02 This document is up issued to support Communication Server 1000 Release 6 0 April 2008 Standard 02 01 This document is issued to support Communication Server 1000 Release 5 5 for UNIStim 3 0 May 2007 Standard 01 02 This document is issued to support Communication Server 100
20. ew or no calls waiting Normal An acceptable number of calls are waiting Slow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue are not accepted Fast Flashing Overloaded Too many calls in this queue New calls are overflowed to another queue Supervisor features Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial soft key for one touch dialing Avaya Communication Server 1000 An office communication system Copy key A soft key used to copy entries to your Personal Directory from other lists such as the Callers List Redial List Corporate Directory etc Date Time display The current date and time when the telephone is in an idle state Directory soft key Enables access to Corporate Directory Personal Directory Redial List and Callers List Directory Number DN A number consisting of one to seven digits for a telephone Also known as an extension number Expand to PC A soft key on your telephone used to access external server applications Terms you should know Fastbusy A signal given when all outgoing lines are busy Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Fixed key Any of the hard labeled keys on your telephone Goodbye
21. ewer version Text display Icon display Text display Icon display About the Avaya 2007 IP Deskphone Table 1 Feature key text and icon displays Part 2 of 2 Avaya 2007 IP Deskphone Avaya 2007 IP Deskphone older version newer version Text display Icon display Text display Icon display Directory Copy Outbox Quit Expand Services Tools Navigation area The Tools Navigation area provides controls for navigating between features and selecting tools This area is visible and functional at all times unless you tap the keyboard icon The pop up keyboard occupies this portion of the screen Figure 4 on page 15 shows the Tools Navigation area About the Avaya 2007 IP Deskphone Figure 4 Avaya 2007 IP Deskphone Tools Navigation area Quit Expand Services Copy Primary application Telephone The Tools Navigation area has five main elements presented as touchable soft keys The icons on the soft keys are different depending on the installed IP Deskphone software Tap this icon to determine which external 9 CI applications are registered for example My CallPilot and launch them by tapping on the Applications appropriate icon Tap this icon to access the Telephone screen Ta Telephone Tap this soft key to go to the primary external A application as configured by the administrator The key displays the icon of the primary Primary appl
22. ibed 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 this product 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 Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya 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 AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE EN
23. ication Application About the Avaya 2007 IP Deskphone Tools Keyboard Touch panel Tap this icon to access the following tools used on the Avaya 2007 IP Deskphone You can be prompted to enter the Administration password e Network Configuration e Local Diagnostics e Touch Panel Setup e Display Settings e USB Devices e Preferences e Lock Menu Note Network Configuration Local Diagnostics and TFTP Upgrade are for administrator use only Tap this icon to display a virtual keyboard pop up keyboard for text entry The stylus or USB keyboard can be used to enter text in some of the applications See Entering and editing text on page 18 for further information You perform point and click operations on your Avaya 2007 IP Deskphone using the touch panel The touch panel is used with the graphical user interface GUI to present soft keys directly on the display You can activate all Line DN soft keys and feature soft keys by using the touch panel For important information about cleaning your touch panel see Cleaning the phone Screen on page 17 About the Avaya 2007 IP Deskphone Calibrate the touch panel You calibrate the touch panel through the Tools menu where you can fine tune the touch panel You are prompted to use the stylus to tap three targets For more information see the Avaya 2007 IP Deskphone User Guide NN43118 100 Using the stylus You operate the tou
24. n Agent features 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 e 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 e 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 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 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 pressed then the call is not saved e CR application in B
25. nux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Contents About the Avaya 2007 IP Deskphone 7 Basic features 0 cee
26. o activate Night Service nas 1 Tap the Night Service soft key Gi la ta 2 Press the 6 key 6 N for Night to go aaa aaa into Night Service gua The Night Service soft key color changes and remains altered All calls in queue and new calls receive night service To transition to Night Service Congo 1 Tap the Night Service soft key 2 Press the 8 key 8 T for Transition to CC A Gua activate Transition mode ag The Night Service soft key color changes and remains altered All calls in queue remain in queue and new calls receive Night Service To deactivate Night Service DO nga j 1 Tap the Night Service soft key Supervisor features Observe Press the 3 key 3 D for Day to resume Day mode The Night Service soft key color changes and remains altered New calls enter the queue Use the Observe feature to monitor an agent in a call l Display Queue Tap the Observe soft key Choose one of the following Tap a selected Agent soft key Dial the agent s Position ID Tap the Call Agent soft key to talk to the agent being monitored Tap the Observe soft key to terminate the observation Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following e number of calls waiting in the queue e number of agent positions occupied
27. on Server B Basic features 7 C Calibrate the touch panel 17 Call Agent 38 Cleaning the telephone screen 17 Contact your supervisor 32 Copy key 45 D Date Time display 45 Default login 25 Directory key 45 Directory Number DN 45 Display Agent status 42 Display Queue 40 E Emergency 30 Expand to PC key 45 F Fastbusy signal 46 Feature display 46 Fixed key 46 Force Call 28 G Goodbye key 9 46 H Handsfree 46 Headset key 10 46 Hold key 9 46 Indicator status 47 Information display 46 Information line 46 Interflow 38 Interrupted dial tone 46 L Local Area Network 7 Login with Agent ID and MQA 22 S services key 48 M Soft keys self labeled 48 Meridian 1 47 49 Speaker key 10 48 Message Inbox 47 Special dial tone 48 Message waiting indicator 47 Status messages 49 More key 47 Supervisor features 34 Mute key 10 47 Switchhook 49 N System or Switch 49 Navigation keys 9 47 T Night Service 39 Not Ready 30 Touch panel 16 cleaning 17 O U Observe 40 User interface 49 Off hook 47 Outbox Shift key 47 V p Volume control bar 9 49 Paging tone 47 Place or answer non ACD calls 31 Primary Directory Number 47 Programmable line DN feature keys self labeled 48 Q Quit key 48 R Regulatory and safety information 51 Ringback ring tone 48
28. pment off and on the user is encouraged to try to correct the interference by one or more of the following measures e Reorient or relocate the receiving antenna e Increase the separation between the equipment and receiver e Connect the equipment into an outlet on a circuit different from that to which the receiver is connected e Consult the dealer or an experienced radio TV technician for help Note The user should not make changes or modifications not expressly approved by Avaya Any such changes could void the user s authority to operate the equipment This Class B digital apparatus complies with Canadian ICES 003 Cet appareil numerique de la classe B est conforme a la norme NMB 003 du Canada Warnings e This is a Class B product In a domestic environment this product can cause radio interference in which case the user must take adequate measures e Operation is subject to the following two conditions 1 this device may not cause interference and 2 this device must accept any interference including interference that may cause undesired operation of the device CORBIS 1A RU ES ERE AERHAS VCCI OBBICBOC IIA Bathin ka CI CORBIS RRR CHI BEL LEAMELTEEYH CO KEDIYAPTLEVA BAAL CHEAT NAL HAI sec cl DOVES FINE CHE TIE LU RRY RUS LT FEU Regulatory and safety information Table 7 lists EMC compliance for various jurisdictions Table 1 EMC Compliance Jurisdiction Standard Description
29. r the letter A press the number 2 key once To enter the letter C press the number 2 key three times Entering and editing text Note No letters are associated with the number 1 or the number 0 key Punctuation is associated with the number 1 When entering IP addresses with the dialpad the address is entered as XXX XXX XXX xxx and the phone translates this to xxx xxx xxx xxx Editing text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory Redial List and Callers List Table 3 describes the soft key editing functions on the Avaya 2007 IP Deskphone Table 3 Editing soft key description Soft key Description Cancel Stop the current action Choose Select a symbol Clear Clear the input field Case Switch the next character to either uppercase or lowercase Delete Backspace one character Done Select Enter Depends on application More Access additional soft keys Entering text using the pop up keyboard A full uppercase and lowercase keyboard and a number pad are available to enter text The user can type on the keyboard with the stylus The pop up keyboard can be used to enter text in the tools and graphical applications Entering and editing text For number entry in phone applications for example when dialing the keyboard can be used to enter digits O to 9 as well as asterisk and pound Other
30. rgency feature to contact the supervisor immediately in an emergency situation a 1 During an active call tap the Emergency Emergency soft key Note The Emergency soft key color changes and remains altered as long as the feature is active When the supervisor answers a three way call commences Tum mud 2 Tap the Emergency soft key again to Emergency transfer the caller to the supervisor and terminate access to the caller and supervisor Use Not Ready Use the Not Ready feature to take the phone out of the call queue while completing post call work 1 Tap the NotReady soft key to temporarily log out of the system Note The NotReady soft key color changes and remains altered as long as the feature is active Agent features 2 Toreturn to the queue choose one of the following Tap the Incalls soft key Tap the NotReady soft key Place or answer non ACD calls Use this feature to place or answer calls on an individual line To place a call 1 Tap the individual DN soft key 2 Use the dialpad to dial the phone aaa number Note The DN soft key color changes and remains altered as long as the call is active To answer a Call When the soft key for the individual DN ENG soft key flashes tap the DN soft key Note The DN soft key color changes and remains altered as long as the call is active Agent features Contact the s
31. tatus messages include Message Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again Active Ringer is OFF and Line x Unavailable System or Switch Your office communication system Switchhook A button that the handset depresses disconnecting your call when you replace the handset When lifted the handset releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User interface Screen displays that interact with the end user as a result of an action or event Volume control bar A rocker bar you press to increase or decrease the volume of the ringer handset headset speaker and the Handsfree feature Terms you should know Regulatory and safety information Regulatory and safety information This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equi
32. tial order 1 a four digit Agent ID 2 a Supervisor ID if the queue requires one 3 up to five ACD DNs and priority values if priority values are being used terminated by Agent and Supervisor features To log in 1 Tap the Incalls soft key mog 2 Choose one of the following four login options see For No Supervisor ID No Priority TE dial the Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial aaa the Agent ID Supervisor ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 uaa For No Supervisor ID with Priority dial the Agent ID ACD DN 1 yua Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Baa For Supervisor ID with Priority dial the Agent ID Supervisor ID yua ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter Agent and Supervisor features 3 Choose one of the following ncas Tap the Incalls soft key Tap the NotReady soft key to enter Notkeaay NoiRe a the ACD queue Default Login When you always use the same phone use the Default Login to log in only one time at the beginning of a shift The Default Login uses the login of the previous shift to enter the same ACD que
33. ues and with the same Supervisor 1 Lift the handset Ca nak 2 Tap the Incalls soft key 3 When Enter Agent ID appears on the EE screen use the dialpad to enter the ID gaa 4 Choose one of the following If the queue requires a Supervisor ID press the key three times lf the 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 the following Tap the Incalls soft key Tap the NotReady soft key Agent Logout Log out of the system completely or temporarily NotReady state To log out Choose one of the following To log out completely press the MakeSetBusy soft key TO log out temporarily press the NotReady soft key Note While on an ACD call tapping the MakeSetBusy soft key results in automatic logout when the call finishes Agent features Agent features The following sections describe features available to Agents e Answer ACD calls e Activity code e Call Forcing e Emergency e Not Ready e Answer or Place Non ACD calls e Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primary DN The Incalls key is located in the lower right hand corner of the programmable line feature keys To answer the call i When the Incalls soft key flashes tap the aE Incalls soft key
34. ulk 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 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 Answer Agent e Agent key e Answer Emergency e Call Agent e Interflow e Night Service e Observe e Display Agent Status e Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation ___AnsAgent 1 When the Answer Agent soft key flashes tap the Answer Agent soft key Note 1 The Agent ID of the contacting individual displays on the phone Note 2 The soft key color changes and remains altered as long as the call is active The status changes to NotReady oer 2 Press the Goodbye key to end the call Supervisor features Use Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key links to a particular agent position and can be used with the Call Agent or Observe Agent keys Table 5 lists the four states of the LCD indicator Table 5 Agent status
35. upervisor Use the Supervisor feature to talk to the supervisor in the following ways e answer a call from the supervisor e answer a call from the supervisor while on another call e place a call to the supervisor e conference in the supervisor while on another call e transfer a call to the supervisor To answer a call from the supervisor Supervisor When the Supervisor soft key flashes tap the Supervisor soft key Note The soft key color changes and remains altered as long as the call is active To answer a call from the supervisor while on another call 1 The Supervisor soft key flashes and a buzzer sounds on hold gery 2 Press the Hold key to put the current call 3 Tap the Supervisor soft key Tap the flashing line DN soft key to return to the caller on hold Agent features To place a call to the supervisor Ea Tap the Supervisor soft key Note Calls are automatically put on hold when the Supervisor soft key is used To return to the ACD call To conference in the supervisor during a call in progress Tap the Incalls soft key Supervisor 1 Tap the Supervisor soft key to talk privately with the supervisor Dewe 2 Tap the Supervisor soft key again for a conference call To transfer a call to the supervisor during a call in progress 3 Press the Goodbye key to terminate access to the call 2 When the supervisor answers tap the Supervisor Supervisor key agai
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