Avaya 1165E User Guide
Contents
1. Directory Number DN A number consisting of one to seven digits for a telephone and also known as an extension number Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFCs Specialized codes entered using the dialpad that enable features for example Ring Again Terms you should know Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls If the text message exceeds the display area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your Avaya 1165E IP Deskphone that connects to your voice messaging system when the key is pressed Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen Off hook Any line selected to make a call or receive an incoming call The term off hook is appli2. dial your Agent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 For Supervisor ID With Priority dial your Agent ID Supervisor ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter Agent and supervisor features 3 Choose one of the following 2260 K3 Press the In Calls key or Press the NotReady key to enter the NotReady ACD queue Using Default Login If you normally use the same IP Deskphone use the Default Login to log in just one time at the beginning of a shift The Default Login uses your previous shift s login to place you in the same ACD queues with the same supervisor To use Default Login Co a 1 Lift the handset 2260 mn 2 Press the In Calls key 3 When Enter Agent ID appears on the screen use the dialpad to enter your ID 4 Choose one of the following f your queue requires a Supervisor ID press the key three times If your queue does not require a Supervisor ID press the key two times Agent and supervisor features 5 To join the ACD queue choose one of the following 2260 e Tollowing or Press the In Calls key NotReady Press the NotReady key Logging out You can log out of the system completely or tem
3. Press the Hold key to put the current call on hold Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold To place a call to your supervisor Supervisor To return to the ACD call 2260 IS Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key Press the In Calls key To conference in your supervisor during a call in progress Supervisor Supervisor 1 Press the Supervisor key to talk privately with your supervisor Press the Supervisor key again for a conference call with you your supervisor and the other caller Agent features To transfer a call to your supervisor during a call in progress Supervisor 1 Press the Supervisor key Supervisor 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Goodbye Using Record On Demand key If this feature is enabled you can use the Record on Demand ROD feature key to record your telephone conversation Press the 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
4. contact your system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as the Caller List Redial List and Corporate Directory Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls Press the Shift Outbox key to toggle between two feature key pages and to access an additional six lines features Note This function is not available on all phones consult your system administrator About the Avaya 1165E IP Deskphone Msg Inbox Directory Lx Services Press the Message Inbox key to access your voice mailbox Press the Directory key to access directory Note This function is not available on all phones consult your system administrator services Press the Services key and use the navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feature Key Label Name Display Format LiveDial Pad About the Avaya 1165E IP Deskphone Lx Services Lx Services 4 to gt Navigation keys Telephone display e Password Admin Station Control Password The Password Admin menu is not available on all Avaya 1165E IP Deskpho
5. LCD display screen such as the caller s name and telephone number The system must have CPND enabled Category 5 Cat5 Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Cat5e cable normally has four pairs of copper wire Category 6 Cat6 Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000BaseT Gig Ethernet GigE it is also compatible with 10BaseT 100BaseT4 and 100Base TX installations The cable normally has four pairs of copper wire Terms you should know Contact Center Manager Avaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments providing skill based routing call treatment flexibility real time displays multimedia routing comprehensive management and reporting tools and a rich scripting language For more information visit www avaya com Context sensitive soft keys A group of keys programmed by your system administrator These four keys located directly below the display area have four programmable layers These keys are also used to configure parameters in the Telephone Options menu Date time display The current date and time when the telephone is in an idle state
6. a three party call so that you can break in to the call and speak to both the caller and the agent Press the Call Agent key to talk to the agent you are monitoring Proceed to step 4 Press the Observe key to terminate the observation Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following number of calls waiting in the queue number of agent positions occupied for the queue the length of time that the oldest call has waited in the queue the number of calls that have been overflowed into the queue To display information on your ACD queue DisplayQue __ Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 on page 44 shows the ACD queue status Supervisor features Figure 4 Current status of ACD queue WAITING MAND LWAH TOFQ 12 9 0 20 0 Calls time overflowed into this queue Forward Callers 1 Redial Number of Length of time manned first call has waitedj positions The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD gueue Table 2 lists the four states for this LCD indicator Table 2 States of LCD indicator Part 1 of 2 Indicator Queue status Description Off Light There are few or no calls waiting On Normal An acceptable number of calls are
7. but or keeps you logged in as an agent Not Ready position or wait for the caller to terminate the call Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call A time interval is configured by your system administrator between each incoming call Note You cannot use both Call Forcing and Return To Queue on No Answer at the same time A short tone indicates a new incoming call The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Pressing the In Calls key while call forcing Auto Answer is active disconnects an active ACD call CAUTION If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise callers continue to be connected to your phone Because you are not at your desk callers hear only the background noise in your work space until they hang up Agent features To enable Call Forcing for headset users 1 Login amp 2 Replace the handset cP a 3 Press the Services key Configure the Servi On hook default path to Headset Services Enabled Using Return to Queue on No Answer If a call is not answered the call is sent back to the ACD queue and the your IP Deskphone is automatically placed in Not Ready state To return to the ACD queue log in or press the NotReady key Using Activity code Use Activity code to record the types of activities you a
8. ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume About the Avaya 1165E IP Deskphone Handsfree Your Mute key functionality is enabled or disabled by your system administrator Contact your system administrator to determine if your Mute key is enabled If your Mute key is enabled press the Mute key to listen to the receiving party without transmitting your voice Press the Mute key again to return to two way conversation If your Mute key is not enabled pressing the Mute key places the call on hold Press the Mute key again to restore the active call or press the line key to restore the active call You cannot retrieve this call from hold by pressing the Hold key The Mute key applies to handsfree handset and headset microphones The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to make or answer a call using the two way speakerphone The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen Use Up and Down to scroll up and down in lists About the Avaya 1165E IP Deskphone Hold 1 Expand Headset 3 Headset E Headset Goodbye Use the E
9. 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 Agent features 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 e CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is pressed then the call is not saved e CR application in Bulk Record Delete everything mode Recorded conversation is deleted at the end of the call If the SAVE key is pressed then the call is saved The SAVE key lamp status depends on the 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 av
10. 5339 Reshmi 55338 CS 1000 Nov23 9 44 am Pa 7 4 New callers 8 4 H o g H Trans Conf fi Forward More Self labeled line programmable feature key labels appear beside the line keys and context sensitive soft key labels appear directly above the soft keys Self labeled means that the label next to the line feature key is presented from the call server automatically if a feature is programmed and can also be edited and changed by the user Context sensitive means that the labels that appear above the soft keys present the features that are available to the user at that time The soft key labels change depending on the active feature or the state of the call Self labeled line programmable feature keys are referred to as line feature keys and context sensitive soft keys are referred to as soft keys throughout this document shows an idle LCD screen Figure 3 Avaya 1165E IP Deskphone LCD display screen Dexter R Jin Xue Henry B 55339 Reshmi 55338 CS 1000 Nov23 9 44 am Avaya 4 New callers 8 Trans Conf WM Forward The Avaya 1165E IP Deskphone has a USB port for connecting a USB keyboard USB mouse USB headset and USB flash drive The Avaya 1165E IP Deskphone supports powered downstream 1 1 compliant USB hubs including USB 2 0 hubs if they offer USB 1 1 backwards compliancy There are two levels of power for the USB port e When you power the Avaya 1165E IP Deskphone through Ethernet POE th
11. AVAYA Avaya 1165E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 03 01 Part Code NN43101 104 Date November 2010 AVAYA O 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 described
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14. ailable to the supervisor e Using Answer Agent on page 37 e Using the Agent key on page 38 e Using Answer Emergency on page 38 e Using Call Agent on page 39 e Using Interflow on page 40 e Using Night Service on page 40 e Observing a call on page 42 e Displaying the queue on page 43 e Displaying agent status on page 45 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent Lama 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the person contacting you displays on your IP Deskphone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady If configured your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display Supervisor features 2 Press the Goodbye key to end the call Goodbye Using the Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys Table 1 lists the four states of the LCD indicator Table 1 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or ona call Slow Flashing Agent is wa
15. and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Logging in with an Agent ID and MMA login options on page 24 e Using Default Login on page 26 Logging in with an Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 25 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID Agent and supervisor features The login options reguire the following entries in seguential order 1 a four digit Agent ID 2 a Supervisor ID if your queue requires one 3 up to five ACD DNs and Priority values if Priority values are being used terminated by To log in 2260 No Supervisor ID No Priority aaa GaGa aaa aaa Supervisor ID No Priority aaa GGG aaa aaa No Supervisor ID With Priority aaa GaGa aaa Supervisor ID With Priority aaa GaGa aaa Press the In Calls key Choose one of the following four login options For No Supervisor ID No Priority dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial your Agent ID Supervisor ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For No Supervisor ID With Priority
16. e Avaya 1165E IP Deskphone provides up to 100 mA at 5 volts for the USB port e When you power the Avaya 1165E IP Deskphone through local AC power the Avaya 1165E IP Deskphone provides up to 500 mA at 5 volts on the USB port Note Current limiting can obstruct the working of complex devices such as USB keyboards with built in hubs If a hub is involved use external power About the Avaya 1165E IP Deskphone You can plug a USB flash drive into the USB Port of the Avaya 1165E IP Deskphone or on a powered hub connected to the IP Deskphone and transfer files to and from the IP Deskphone Call features and Flexible Feature Codes Some features are not available on all IP Deskphones Call features and Flexible Feature Codes FFC must be assigned to your Avaya 1165E IP Deskphone and supported by system software Contact your system administrator to configure these features and codes on your Avaya 1165E IP Deskphone Security features The following security features are available on your Avaya 1165E IP Deskphone e Encrypted calling e Station Control Password SCPW Encrypted calling Your Avaya 1165E IP Deskphone supports secure communication using SRTP media encryption If the feature is enabled a security icon fa appears on the screen when your call is secured using SRTP media encryption Contact your system administrator to find out if this feature is available for your use Station Control Password SCPW Your Stat
17. e TITER T ee eee 40 Using Night Service 2 0 kn nk gmna ee ka 40 Observing SO 01 non 0 bean 4 Gabe e whee Sedo dee eee ee 42 Displaying the queue 0 o coco dus sivdsadawencews 43 Displaying agent status Nan Bela Re ta TEETE 45 Revision history Revision history November 2010 Standard 03 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 June 2010 Standard 02 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 April 2010 Standard 01 02 This document is up issued to support Avaya Communication Server 1000 Release 5 5 and Avaya CS 1000 Release 6 0 with UNIStim 4 1 October 2009 Standard 01 01 This document issued to support the IP Phone 1165E Revision history About the Avaya 1165E IP Deskphone About the Avaya 1165E IP Deskphone The Avaya 1165E IP Deskphone builds on the award winning Avaya 1100 Series IP Deskphones industrial design and offers a beautiful high resolution color display which includes new graphical user interface elements that vastly improve the quality of the user experience The Avaya 1165E IP Deskphone provides easy access to multiple lines and call processing features It supports converged voice and data applications through External Application Server APIs to provide productivity enhancing applications and to enrich user experience with advanced multimedia interaction see Note 1 U
18. e displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Terms you should know Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again active and Ringer is OFF System or Switch Your office communication system Switchhook A button on which the handset presses down disconnecting your call when you replace the handset The handset when lifted releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User interface Screen displays that interact with the end user as a result of an action or event Visual Alerter Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on Terms you should know Index A About the Avaya 1165E IP Deskphone 7 Activity code 30 Agent and MQA login options 24 Agent and Supervisor features 22 Agent features 28 Agent key 38 Agent login 22 Answer ACD calls 28 Answer Agent 37 Answer Emergency 38 Attendant 47 AutoDial 47 B Basic features 7 Cc Call Agent 39 Call features 19 Contact your supervisor 33 Context sensitive soft keys 10 Copy key 14 D Date time display 48 Default login 26 Directory key 15 Directory Number 48 DN 48 E Emergency 31 Encrypted calling 19 Expand key 13 F Feature display 48 Fixed
19. ed whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Terms you should know Return to Queue on No Answer If a call is not answered by the agent the call is sent back to the ACD queue and the agent s telephone is automatically placed in the Not Ready state Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A fixed key used to access options such as Telephone Options Password Admin Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Shared Directory Number A DN extension that is shared by two or more persons Special Prefix code SPRE Special codes entered using the dialpad followed by a two digit access code that enable features for example Call Forward All Calls requires entry of SPRE code 74 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features for example Remote Call Forward Status Messages A messag
20. esume normal call flow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours To activate Night Service NightSve __ 1 Press the Night Service key Supervisor features 2 Press the 6 key 6 N for Night to go into Night Service The Night Service LCD lights continuously All calls in the queue and new calls receive night service To transition to Night Service NightSve __ 1 Press the Night Service key 2 Press the 8 key 8 T for Transition to activate Transition mode The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service To deactivate Night Service NightSve __ 1 Press the Night Service key aaa 2 Press the 3 key 3 D for Day to aaa FEE resume Day mode aaa The Night Service LCD flashes New calls enter the queue Supervisor features Observing a call Use the Observe feature to monitor an agent in a call Note Use this feature to listen to a conversation between an Agent and a Customer or to create a three party conference with the Supervisor Agent and Customer To observe a call Observe Agentkey or RAG CallAgt Observe a buas a Press the Observe key Choose one of the following Press a selected Agent key Dial the agent s Position ID Choose one of the following Press the Ring Agent key creating
21. feature is active To return to the queue choose one of the following Press the In Calls key Press the NotReady key Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 2498 Press your individual DN key Use the dialpad to dial the phone number Note The LCD remains lit as long as you are on the call Agent features To answer a Call When the LCD next to your individual 2498 DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Contacting your supervisor e Use the Supervisor feature to talk to your supervisor in the following ways e To answer a call from your supervisor on page 33 e To answer a call from your supervisor while on another call on page 33 e To place a call to your supervisor on page 34 e To conference in your supervisor during a call in progress on page 34 e To transfer a call to your supervisor during a call in progress on page 35 To answer a call from your supervisor Supervisor When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call To answer a call from your supervisor while on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds Agent features Hold Supervisor 1
22. ion Control Password SCPW enables the following security features e Electronic Lock to prevent others from making calls from your IP Deskphone e password protected IP Deskphone features for example Personal Directory Redial List and Callers List Your system administrator defines your initial SCPW Contact your system administrator for detailed information About the Avaya 1165E IP Deskphone To change your SCPW oft ep 7 LF se f Press the Services key once Press the Up Down keys to scroll and then highlight Password Admin Press Enter Use the dialpad to enter your password at the prompt Press the Up Down keys to scroll and highlight New Password Press Enter Use the dialpad to enter the new password Press the Select soft key to accept the new password If you are locked out of your Avaya 1165E IP Deskphone or if you forget your SCPW contact your system administrator Note The default configuration for Password Protection is off About the Avaya 1165E IP Deskphone To turn Password Protection on or off 1 Press the Directory key Directory 2 Press the Up Down navigation keys to 4 scroll and highlight Change Protection z Mode mH 3 Use the dialpad to enter your password aaa if Password Protection is enabled aaa Enter 4 Press the Enter soft key 5 Press the Up Down navigation keys to 4 scroll and highlight one of the following Enable Password Pr
23. irectory key Goodbye key Volume Control Expand key Mute key amp pos T grr gue ii Headset key Hold key Handsfree key Dialpad If supported by your server the Feature Status Lamp provides a user defined alert Contact your system administrator to find out if this feature is available for you This section describes the controls on your Avaya 1165E IP Deskphone Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature These keys are referred to as Soft keys throughout this document PFud When a triangle appears before a soft key kez label the feature is active About the Avaya 1165E IP Deskphone 233 IB ED mw G D Luj Volume Le Volume Press the More key to access the next layer of soft keys self labeled The keys on either side of the LCD display area are self labeled line programmable feature keys with labels on the LCD These keys also function as line DN keys These keys are referred to as Line feature keys throughout the remainder of this guide A steady LCD icon beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed A steady LCD icon beside a feature key indicates that the feature is active A flashing LCD icon indicates that the feature is being programmed Use the Volume control buttons to adjust the volume of the
24. iting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation Note If Contact Center Manager Administration is in use and if multiple Agents have pressed Emergency the connected PC displays a list of Agents who have pressed Emergency Supervisor features To use Answer Emergency AnsEmerg 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your IP Deskphone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an Agent To use Call Agent CallAgt 0 1 Press the Call Agent key 2 Choose one of the following AgentKey 2 i Press a selected Agent key aaa Dial the agent s Position ID aaa aaa Supervisor features 3 Press the Goodbye key to end the call Goodbye Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold To use Interflow Interflow 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Interflow C _ 2 Press the Interflow key again to deactivate the feature and r
25. key 48 Flexible Feature Code FFC 48 Flexible Feature Codes 19 G Goodbye key 13 49 H Headset key 13 Hold key 13 l Indicator status 49 Information display 49 Interflow 40 Interrupted dial tone 49 L Line DN key 11 Local Area Network 7 Login with Agent ID and MQA 24 M Message Inbox key 15 Message key 49 Message waiting indicator 51 More key 11 Mute key 12 N Navigation keys 12 49 Night Service 40 Not Ready 32 O Observe 42 Off hook 49 P Paging tone 49 Place or answer non ACD calls 32 Q Quit Stop key 14 R Ringback ring tone 50 S Security features 19 Self labeled line programmable feature keys 11 Services key 15 50 Shared Directory Numbers 50 Shift Outbox key 14 Speaker key 12 Special dial tone 50 Special Prefix code SPRE 50 Station Control Password SCPW 19 50 Status Messages 50 Supervisor features 37 Switchhook 51 System or Switch 51 T Telephone controls 16 Telephone display 16 U User Interface 51 V Volume control 11 Volume control bar 11
26. ne sets Consult your system administrator e Virtual Office Login and Virtual Office Logout if Virtual Office is configured Press the Services key to exit from any menu or menu item Press the Services key twice to access the Local Tools menu and then use the Left Right navigation keys to access the following items e Preferences e Diagnostics e Configuration e Locks If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password contact your system administrator Your system administrator can establish a password for the Local Tools menu The Avaya 1165E IP Deskphone has a 4 1 inch diagonal measured color QVGA TFT display capable of displaying a QVGA 320 x 240 H x W image The graphics controller supports 24 bit color 16 million colors The Avaya 1165E IP Deskphone has three display areas e The upper display area provides labels for the eight line feature key labels About the Avaya 1165E IP Deskphone e The middle display area contains information for items such as caller number caller name Call Timer feature prompt strings user entered digits date and time information and IP Deskphone information e The lower display area provides labels for the four soft keys Following figure shows the Avaya 1165E IP Deskphone display area including the line feature keys and soft keys Figure 2 Avaya 1165E IP Deskphone display area Dexter R Jin Xue Henry B 5
27. nter key at the center of the Navigation key cluster to confirm menu selections In most menus you can use the Enter key instead of the Select soft key Press the Hold key to put an active call on hold Tap the flashing line key to return to the caller on hold Use the Expand key to access applications managed through an external server Note This feature reguires an External Application Server Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Headset LED indicator located on the Headset key lights to indicate that the headset is in use Press the Headset key twice to open the Bluetooth Setup menu If Bluetooth wireless technology is not enabled on your phone this menu is not available Use the Goodbye key to terminate an active call About the Avaya 1165E IP Deskphone AVAYA d When a message is waiting or there is an incoming call the red Message Waiting Incoming Call Indicator LED at the top right of the IP 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 When your Avaya 1165E IP Deskphone C AVAyA firmware is being updated the blue Feature Copy ru Quit Shift Outbox Status Lamp indicator flashes Note To find out if additional features are supported for this lamp
28. 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 ENTITY
29. otection Disable Password Protection 6 Choose one of the following soft keys Yes No Yes to accept the selection a or No to return to the Directory menu Done 7 Press the Done soft key Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID for basic ACD on page 22 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 22 e Logging in using Multiple Queue Assignments for Basic ACD on page 24 e Logging out on page 27 CAUTION When logged on you are placed into the queue for incoming calls If you are unavailable or away from your phone activate Make Set Busy or Not Ready to prevent callers from being directed to your phone Logging in without Agent ID for basic ACD If your ACD configuration does not rely on Agent ID which is often the case if you do not share your phone with another person use the following procedure to log in to an Automatic Call Distribution ACD queue MakeSetBsy 8 Press the Make Set Busy key Logging in with Agent ID for Basic ACD or Contact Center Manager If your ACD configuration uses Agent ID which is often the case if you share your phone with another person use the following procedu
30. phone display SERES RESES NN Ten USB support se ali ia ake eee eee ee eee s 18 Call features and Flexible Feature Codes 19 Security featUreS os cae dae eee CARER CER LN RE Ek RES 19 Encrypted calling bib enak aa eT ee pe eas xx 19 Station Control Password SCPW ts Ge eh Grd Sach Gate Ae So 8 19 Logging in without Agent ID for basic ACD 22 Logging in with Agent ID for Basic ACD or Contact Center Manager 22 Logging in using Multiple Queue Assignments for Basic ACD 0 0000 eee eee 24 Logging in with an Agent ID and MQA baie selina raaa 24 Using Default Login EPTFE TEET TETIT va 26 Logging out EEEE eee ee eketa betii pb Mana an al Answering ACD calls a oo Wo oo oo co co cW o m cc oo 28 Usma Cal FOGN Las dak 29 Using Return to Queue on No Answer Serhan oe Using Activity COJO 4 oo c o W Wo Woman seine ox bea sx 30 Using EMErgenty pan 31 Usin Nol ROSY eka ke ova one abah alan 32 Placing or answering non ACD calls TTET T ee Contacting your supervisor ea bas en been ng kain 33 Using Record On Demand Key Wi 35 Using SAME KEY Lane aan nana were se 38 Using Answer Agent SOLER Rn Dek na ni EC eae ee sae Ok Using the Agent key ages Meee Maki TERET prati 38 Using Answer Emergency oa 38 Using Cal Agai kan en gk an arr reer a gw ere 39 Using Interflow e
31. porarily Not Ready state To log out Choose one of the following MakeSetBusy To log out completely press the ar MakeSetBusy key To log out temporarily press the MORE laa NotReady key Note If you press the MakeSetBusy key while on an ACD call you log out automatically when the call finishes Agent features Agent features The following sections describe features that are available to agents e Answering ACD calls on page 28 e Using Call Forcing on page 29 e Using Return to Queue on No Answer on page 30 e Using Activity code on page 30 e Using Emergency on page 31 e Using Not Ready on page 32 e Placing or answering non ACD calls on page 32 e Contacting your supervisor on page 33 Answering ACD calls Use the In Calls key to answer the next queued ACD call on the primary DN The In Calls key is located in the lower right area of the self labeled line programmable feature keys To answer the call 2260 lai When the LCD next to the In Calls key flashes press the In Calls key Note The LCD remains lit as long as you are on the call Agent features To terminate the call Choose one of the following Press the Goodbye key Goodbye Press the In Calls key we Press the individual DN line key this 2260 removes you from the queue or Press the Not Ready key this 2498 removes you from the queue
32. re performing To record activities Activity L 1 When the Activity LCD indicator is flashing press the Activity key 2 Use the dialpad to enter the Activity code Agent features Activity 3 Press the Activity key If you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation To use Emergency Emergency 1 During an active call press the Emergency key Note The Emergency LCD remains lit as long as the feature is active When the supervisor answers a three way call commences with you your supervisor and the caller r 2 Press the Emergency key again to Emergency aa transfer the caller to the supervisor and terminate your access to the caller and supervisor Agent features Using Not Ready Use the Not Ready feature to take your IP Deskphone out of the call gueue while completing post call work Note If you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready NotReady 2260 ip Or NotReady Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the
33. re to log in to an Automatic Call Distribution ACD queue If an Agent ID is Agent and supervisor features assigned to you the display screen prompts you to enter a four digit code Note The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager environment For more information about Avaya NES Contact Center Manager visit www avaya com To log in as an agent Gx 1 Lift the handset 2260 3 2 Press the In Calls key 4 3 If Enter Agent ID appears on the aag screen use the dialpad to enter your ID 4 Press the key The phone goes into a 4 Not Ready state 5 To join the ACD queue choose one of 2260 L the following or Press the In Calls key NotReady Press the NotReady key Agent and supervisor features 6 Ifyou use a headset and Handset On Hook Means Log out HOML is configured to No by your administrator then do the following rn a Press the Headset key and replace the handset in the cradle to receive Headset calls on your headset 2 b Press the Services key Change the F On hook default path to Headset Services Enabled Note If HOML is configured to Yes replace the handset to log out of the gueue Logging in using Multiple Queue Assignments for Basic ACD If your configuration uses Multiple Queue Assignment MMA use the following procedure MQA login involves entering a four digit Agent ID
34. sers can fully experience the display capabilities by personalizing the background image of the Avaya 1165E IP Deskphone display and loading digital pictures into the IP Deskphone to view a Digital Picture Slideshow when the IP Deskphone is idle The audio experience is enhanced through engineered audio tuning and supports wideband see Note 2 with a newly stylized handset that has been softly contoured for additional comfort when using the handset Note 1 This feature requires an External Application Server Note 2 Wideband has dependencies on Avaya Communication Platform support including Avaya Communication Server 1000 and is minimum release dependent Your Avaya 1165E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection For more information about the Avaya 1165E IP Deskphone see the Avaya 1165E IP Deskphone User Guide NN43101 102 Basic features Your Avaya 1165E IP Deskphone supports the following features e up to sixteen line feature keys with indicators using the Shift feature About the Avaya 1165E IP Deskphone e four soft keys to provide easy access to features and call control e high resolution color display e high quality handsfree speakerphone e wideband audio support for handset headset speaker and handsfree microphone e volume control keys for adjusting ringer handsfree handset and headset volume seven speciali
35. waiting Slow flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Supervisor features Table 2 States of LCD indicator Part 2 of 2 Indicator Queue status Description Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor s IP Deskphone To display agent status DisplayAgt ___ Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 on page 46 Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your system administrator Supervisor features Figure 5 Current status of agents IP ACD WAIT DH LOGOUT Positions busy Vacant agent on ACD calls 3 we positions Forward Cali rs Redial j Positions waiting Positions busy on for ACD calls non ACD calls Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial key for one touch dialing Avaya Communication Server 1000 Your office communication system Calling Party Name Display Information appearing on the
36. zed feature keys Quit Directory Message Inbox Shift Outbox Services Copy Expand e five call handling keys Mute Handsfree Goodbye Headset Hold e two Gigabit Ethernet ports for LAN and PC connections e integrated headset support for wired and wireless options including USB and Bluetooth Wireless Technology e IEEE 802 3af Class 2 PoE or local AC power options e Hearing aid compatibility e USB port for connecting USB mouse USB keyboard USB headset USB flash drive and powered hubs e USB access control USB lock that controls how the USB port on the Avaya 1165E IP Deskphone can be used About the Avaya 1165E IP Deskphone support for Graphical External Application Server GXAS protocol that enables External Application Server APIs to provide feature functionality e support for Avaya 1100 Series Expansion Module to add keys For information about using the Expansion Module see the Avaya 1100 Series Expansion Module User Guide NN43130 101 About the Avaya 1165E IP Deskphone Telephone controls Figure 1 on page 10 shows the Avaya 1165E IP Deskphone Figure 1 Avaya 1165E IP Deskphone Self labeled line programmable feature keys Feature Status Lamp Massage waiting Handset High resolution graphical display screen Speaker Navigation and Enter keys Context sensitive soft keys Copy key Message Inbox key Services key Shift Outbox key Quit Stop key D
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