Avaya 1140E User Guide
Contents
1. Mute Handsfree indicates that the feature is active A flashing LCD light indicates that the feature is being programmed Use the Volume control buttons to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume Your Mute key functionality is enabled or disabled by your system administrator Contact your system administrator to determine if your Mute key is enabled If your Mute key is enabled press the Mute key to listen to the receiving party without transmitting your voice Press the Mute key again to return to two way conversation If your Mute key is not enabled pressing the Mute key places the call on hold Press the Mute key again to restore the active call or press the line key to restore the active call You cannot retrieve this call from hold by pressing the Hold key Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active About the Avaya 1140E IP Deskphone Headset Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen The outer part of this key cluster rocks for up down left and right movements Use U2. support avaya com scroll to the bottom of the page and select Contact Avaya Support Contents About the Avaya 1140E IP Deskphone Basic features eu mbk bata Oe eae oe ee a Reale pet Telephone controls ii Telephone display in Agent and supervisor features Logging in without Agent ID for basic ACD Logging in with Agent ID for Basic ACD or Contact Center Manager 5 Logging in using Multiple Queue Assignments for Basic ACD c eee aes Logging in with an Agent ID and MQA login options Using Default Login ee eee eee LOGGING Out beaeiegiet mn tered dee ees Agent features coocomcococomc oo y Answering ACD calls 000 e eee eee eee Using Call Forcing 00 cece eee Using Return to Queue on No Answer 0065 Using Activity code nh Using Emergency 0 0 e eee eee Using Not Ready an Placing or answering non ACD calls auauna Using voice mail soft keys 0 0 cee eee eee ee Contacting your Supervisor 6 0 00 ne Using Record On Demand key Using SAVE key ii Supervisor features 0000 c eee eee eee 35 Using Answer Agent cece eee eee eee 35 Using the Agent key c eee eee 36 Using Answer Emergency 000e0ee eee eeees 36
3. Any line selected to make a call or receive an incoming call The term off hook is applied whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Terms you should know Return to Queue on No Answer If a call is not answered by the agent the call is sent back to the ACD queue and the agent s telephone is automatically placed in the Not Ready state Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A fixed key used to access options such as Telephone Options Password Admin Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Shared Directory Number A DN extension that is shared by two or more persons Special Prefix code SPRE Special codes entered using the dialpad followed by a two digit access code that enable features for example Call Forward All Calls requires entry of SPRE code 74 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent acce
4. About the Avaya 1140E IP Deskphone About the Avaya 1140E IP Deskphone The Avaya 1140E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection In this guide sefl labeled line programmable feature key labels appear beside the keys and context sensitive soft key labels appear directly above the keys Figure 1 shows self labeled line programmable feature keys and context sensitive soft keys Figure 1 Self labeled line programmable feature keys and context sensitive soft keys Self labeled line programmable feature keys a nt ao oe AutoDial Context sensitive soft keys Basic features Your Avaya 1140E IP Deskphone supports the following features Six self labeled line programmable feature keys with labels and indicators e four context sensitive soft keys For information about the context sensitive soft keys see Avaya Features and Services Fundamentals Book 2 of 6 NN43001 106_B2 About the Avaya 1140E IP Deskphone Note Some Avaya 1140E IP Deskphone phones are not configured to support soft key functionality Consult your system administrator e graphical high resolution LCD display backlit with adjustable contrast e high quality speaker phone e volume control keys for adjusting ringer speaker handset and headset volume e Six specialized feature keys Quit Directory Message Inbox Shif
5. 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 Agent features Using SAVE key Use the SAVE feature key to save the recording of an active call This key is associated with the active user ID and is operational only if a call is active The SAVE key is displayed in the following scenarios e Normal operations If the SAVE key is pressed during an active call the call is saved e CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is pressed then the call is not saved e CR application in Bulk Record Delete everything mode Recorded conversation is deleted at the end of the call If the SAVE key is pressed then the call is saved The SAVE key lamp status depends on the status of the call recording If the cal
6. Using Call Agent ii 37 Using Interflow ia 38 Using Night Service in 38 Observing a call ii 40 Displaying the queue ia 41 Displaying agent Status La 42 Terms you should Know c c cocococmcoWcco 44 Revision history March 2013 Standard 07 01 This document is up issued to support Avaya Communication Server 1000 Release 7 6 November 2010 Standard 06 01 This document is up issued to support changes related to rebranding October 2010 Standard 05 01 This document is up issued to support changes related to rebranding June 2010 Standard 04 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 May 2009 Standard 03 01 This document is up issued to support Communication Server 1000 Release 6 0 April 2008 Standard 02 01 This document is up issued to support Communication Server 1000 Release 5 5 for UNIStim 3 0 May 2007 Standard 01 01 This document is up issued to support CS 1000 Release 5 0 This document reflects the new document number Revision history February 2006 Standard 3 00 This document is up issued to support Communication Server 1000 Release 4 5 January 2006 Standard 2 00 This document is up issued to support Communication Server 1000 Release 4 5 November 2005 Standard 1 00 This document is up issued to support Communication Server 1000 Release 4 5
7. software including open source software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 235
8. the ACD queue Table 2 lists the four states for this LCD indicator Table 2 States of LCD indicator Indicator Queue status Description Off Light There are few or no calls waiting On Normal An acceptable number of calls are waiting Slow flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor s IP Deskphone Supervisor features To display agent status Disrlasast Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your system administrator Figure 5 Current status of agents Positions busy ae ja Vacant agent on ACD calls 4 cs PTS i positions Positions waiting Ti 5 Positions busy for ACD calls on 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 co
9. up to five ACD DNs and Priority values if Priority values are being used terminated by To log in 2260 1 Press the In Calls key 2 Choose one of the following four login options No Supervisor ID No Priority For No Supervisor ID No Priority pid dial your Agent ID ACD DN 1 aaa ACD DN 2 ACD DN 3 ACD DN 4 ACD DN5 Supervisor ID No Priority For Supervisor ID No Priority dial aaa your Agent ID Supervisor ID HH ACD DN 1 ACD DN 2 aaa ACD DN 3 ACD DN4 ACD DN 5 No Supervisor ID With Priority For No Supervisor ID With Priority aaa dial your Agent ID ACD DN 1 H Priority 1 ACD DN 2 Priority 2 aaa ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Supervisor ID With Priority For Supervisor ID With Priority dial aaa your Agent ID Supervisor ID one ACD DN 1 Priority 1 ACD DN 2 ana Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter Agent and supervisor features 3 Choose one of the following 2266 Press the In Calls key or Press the NotReady key to enter the HotReads 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
10. with the same supervisor To use Default Login C 2 1 Lift the handset 2268 2 Press the In Calls key 3 When Enter Agent ID appears on the a screen use the dialpad to enter your ID a 4 Choose one of the following If your queue requires a Supervisor ID press the key three times If your queue does not require a Supervisor ID press the key two times Agent and supervisor features 5 To join the ACD queue choose one of 260 ED the following or Press the In Calls key HotReacds Press the NotReady key Logging out You can log out of the system completely or temporarily Not Ready state To log out Choose one of the following MakesetBusu To log out completely press the ai MakeSetBusy key To log out temporarily press the NotReads MD 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 25 e Using Call Forcing on page 26 e Using Return to Queue on No Answer on page 27 e Using Activity code on page 27 e Using Emergency on page 28 e Using Not Ready on page 29 e Placing or answering non ACD calls on page 29 e Contacting your supervisor on page 31 Answering ACD calls Use the I
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13. AVAYA Avaya 1140E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 07 01 Part Code NN43113 105 Date March 2013 AVAYA 2013 Avaya Inc All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the conte
14. 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 w 2 Replace the handset cP 3 Press the Services key Configure the Services On hook default path to Headset 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 are performing To record activities Activity L 1 When the Activity LCD indicator is flashing press the Activity key yan 2 Use the dialpad to enter the Activity Buea code aaa Agent features Activity 3 Press the Activity key Using Emergency If you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time Use the Emergency feature to contact your supervisor immediately in an emergency situation To use Emergency Emergency Emergency During an active call press the Emergency key Note The Emergency LCD remains lit as long as the feature is active When the supervisor a
15. ate time display The current date and time when the telephone is in an idle state Directory Number DN A number consisting of one to seven digits for a telephone and also known as an extension number Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFCs Specialized codes entered using the dialpad that enable features for example Ring Again Terms you should know Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls If the text message exceeds the display area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your Avaya 1140E 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
16. en when you access your voice mail either by pressing the Messages Inbox key or by dialing your voice mail access number voice mail soft keys are displayed that let you perform various actions for your messages The following soft keys are displayed Play Delete Call More Stop Conf Reply More Comp Forwrd Bye More Play Play the voice mail message Delete Delete the voice mail message Call Call the telephone number that left the voice mail message Display the next layer of soft keys Stop playing the voice mail message Conf Conference in another party to listen to the voice mail message Agent features Reply Reply to the voice mail message Display the next layer of soft keys Compose a voice mail message Forwrd Forward the voice mail message to another telephone number Disconnect from the voice mail system Cycle back to the first layer of soft keys Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways e To answer a call from your supervisor on page 31 To answer a call from your supervisor while on another call on page 32 e To place a call to your supervisor on page 32 e To conference in your supervisor during a call in progress on page 32 e To transfer a call to your supervisor during a call in progress on page 33 To answer a call from your supervisor Sana When the LCD next to the Supe
17. erue 1 2 Agentkes or ag BEB GaGa aaa ro pg callat Obserue 4 Press the Observe key Choose one of the following Press aselected Agent key Dial the agent s Position ID Choose one of the following Press the Ring Agent key creating a three party call so that you can break in to the call and speak to both the caller and the agent Press the Call Agent key to talk to the agent you are monitoring Proceed to step 4 Press the Observe key to terminate the observation Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following number of calls waiting in the queue number of agent positions occupied for the queue e the length of time that the oldest call has waited in the queue e the number of calls that have been overflowed into the queue To display information on your ACD queue DisFlaydue Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 shows the ACD queue status Figure 4 Current status of ACD queue Calls waiting Calls time overflowed into this queue Number of 1 Length of manned time first call positions f has waited Supervisor features The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in
18. he Data waiting message indicator provides a data alert Contact your system administrator to find out if this feature is available for you About the Avaya 1140E IP Deskphone Telephone controls This section describes the controls on your Avaya 1140E IP Deskphone In some geographic regions the Avaya 1140E IP Deskphone is offered with key caps that have English text labels In this document text in parentheses indicates the labels that appear on the key caps for example Services Fud a p gt Fud Lessee More Lae 2493 Dp Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature When a triangle appears before a soft key label the feature is active Press the More key to access the next layer of soft keys self labeled The keys on either side of the LCD display area are self labeled line programmable feature keys with labels on the LCD These keys also function as line DN keys A steady LCD light beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed Throughout this document the ACD line key is indicated by the line number 2260 The ACD line number that appears on your phone can be a different number About the Avaya 1140E IP Deskphone AutoAns dh A steady LCD light beside a feature key Volume Daa
19. hone Telephone display The Avaya 1140E IP Deskphone has three display areas e The upper display area provides labels for the six self labeled line programmable feature key labels The middle display area contains single line information for items such as caller number caller name Call Timer feature prompt strings user entered digits date and time information and IP Deskphone information The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD screen Figure 3 Avaya 1140E IP Deskphone LCD display screen Upper display area Setf labeled line programmable feature keys Tes AV AY A IP mtodial AutoDial au AutoDial 2000 i AutoDial Sm 1 TO P a One new caller Middle display area Information lines Trans Conf Forward More Lower display area Context sensitive soft keys Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID for basic ACD on page 19 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 19 e Logging in using Multiple Queue Assignments for Basic ACD on page 21 e Logging out on page 24 CAUTION When logged on you are placed into the que
20. l is to be saved then the lamp is lit 1 Press the ROD key during an active call 2 To stop the call recording press the ROD key again 3 Press the SAVE key to save the conversation Supervisor features Supervisor features The following sections describe features available to the supervisor e Using Answer Agent on page 35 e Using the Agent key on page 36 e Using Answer Emergency on page 36 e Using Call Agent on page 37 e Using Interflow on page 38 e Using Night Service on page 38 e Observing a call on page 40 e Displaying the queue on page 41 e Displaying agent status on page 42 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsA3ent 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 p
21. ming Call Indicator LED at 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 When your Avaya 1140E IP Deskphone firmware is being updated the blue Feature Status Lamp indicator flashes Note To find out if additional features are supported contact your system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as the Callers List Redial List and Corporate Directory About the Avaya 1140E IP Deskphone Quit Shift Outbox Msg Inbox Directory Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls Press the Shift Outbox key to toggle between two feature key pages and to access an additional six lines features Note This function is not available on all phones consult your system administrator Press the Message Inbox key to access your voice mailbox Note This function is not available on all phones consult your system administrator Press the Directory key to access directory services About the Avaya 1140E IP Deskphone A Press the Services key to open the Services menu and use the navigation keys to access Services the following items e Telephone Options Volume adjustment Contrast adjustme
22. mmunication system Calling Party Name Display Information appearing on the LCD display screen such as the caller s name and telephone number The system must have CPND enabled Category 5 Cat5 Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Cat5e cable normally has four pairs of copper wire Category 6 Cat6 Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000BaseT Gig Ethernet GigE it is also compatible with 10BaseT 100BaseT4 and 100BaseTX installations The cable normally has four pairs of copper wire 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 D
23. n Calls key to answer the next queued ACD call on the primary DN The In Calls key is located in the lower right area of the self labeled line programmable feature keys To answer the call 2260 When the LCD next to the In Calls key flashes press the In Calls key Note The LCD remains lit as 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 Press the individual DN line key this 2268 removes you from the queue or Press the Not Ready key this 2498 Lo removes you from the queue but or keeps you logged in as an agent Hot Ready position or wait for the caller to terminate the call Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call A time interval is configured by your system administrator between each incoming call Note You cannot use both Call Forcing and Return To Queue on No Answer at the same time A short tone indicates a new incoming call The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Pressing the In Calls key while call forcing Auto Answer is active disconnects an active ACD call CAUTION If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise callers continue to be connected to your phone
24. nswers a three way call commences with you your supervisor and the caller Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor Agent features Using Not Ready Use the Not Ready feature to take your IP Deskphone out of the call queue while completing post call work Note If you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready HotResds 2268 P0 or HotResds 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active To return to the queue choose one of the following Press the In Calls key Press the NotReady key Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 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 2458 DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Using voice mail soft keys Note This feature is not available on all telephones Contact your system administrator to determine if this feature is available on your telephone When this feature is enabled th
25. nt 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 LiveDialpad Caller ID display order Normal mode indication About the Avaya 1140E IP Deskphone A e Password Admin Station Control Password The Password Admin menu is not available on all Avaya 1140E IP Deskphone sets Consult your system administrator Services continued e Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics e Virtual Office Login and Virtual Office Logout if Virtual Office is configured Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Press the Services key to exit from any menu or menu item A Press the Services key twice to access the Servi Local Tools menu and use the navigation Services keys to access the following items CL e 1 Preferences Services e 2 Local Diagnostics e 3 Network Configuration e 4 Lock Menu If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password contact your system administrator Your system administrator can establish a password for the Local Tools menu About the Avaya 1140E IP Deskp
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27. osition 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 on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation 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 AnsEmera 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 Callast 20 1 Press the Call Agent key 2 Choose one of the following Adentkes aaa Dial the agent s Position ID Press a selected Agent key Supervisor features 3 Press the Goodbye key to end the call Goodbye Using Interflow Use the Interflo
28. ostics Utili ties 17 DN 45 E Emergency 28 Expand key 13 F Feature display 45 Fixed key 45 Flexible Feature Code FFC 45 G Goodbye key 14 46 H Headset key 13 14 Hold key 13 l Indicator status 46 Information display 46 Interflow 38 Interrupted dial tone 46 L Line DN key 11 Local Area Network 8 Login with Agent ID and MQA 21 Message Inbox key 15 Message key 46 Message waiting indicator 48 More key 11 Mute key 12 N Navigation keys 13 46 Night Service 38 Not Ready 29 O Observe 40 Off hook 46 P Paging tone 46 Place or answer non ACD calls 29 Q Quit Stop key 15 R Ringback ring tone 47 S Self labeled line programmable feature keys 11 Services key 16 47 Shared Directory Numbers 47 Shift Outbox key 15 Speaker key 12 Special dial tone 47 Special Prefix code SPRE 47 Station Control Password SCPW 47 Status Messages 47 Supervisor features 35 Switchhook 48 System or Switch 48 T Telephone controls 18 Telephone display 18 U User Interface 48 V Volume control 12 Volume control bar 12
29. otReady key Agent and supervisor features 6 If you use a headset and Handset On Hook Means Log out HOML is configured to No by your administrator then do the following at a Press the Headset key and replace the handset in the cradle to receive Headset calls on your headset A b Press the Services key Change the r On hook default path to Headset Services Enabled Note If HOML is configured to Yes replace the handset to log out of the queue Logging in using Multiple Queue Assignments for Basic ACD If your configuration uses Multiple Queue Assignment MQA use the following procedure MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Logging in with an Agent ID and MQA login options on page 21 e Using Default Login on page 23 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 22 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID Agent and supervisor features The login options require the following entries in sequential order 1 a four digit Agent ID 2 a Supervisor ID if your queue requires one 3
30. p and Down to scroll up and down in lists and the Left and Right keys to position the cursor In some dialog boxes that appear on your phone you can also use the Left and Right keys to select editable fields press the Right key to select the field below the current selection or the Left key to select the one above Use the Enter key at the center of the Navigation key cluster to confirm menu selections In most menus you can use the Enter key instead of the Select soft key Press the Hold key to put an active call on hold Press the Hold key again or tap the flashing line DN soft key to return to the caller on hold Use the Expand key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Headset LED indicator located on the Headset key lights to indicate that the headset is in use About the Avaya 1140E IP Deskphone Headset Headset Goodbye AVAYA 1 c Copy AVAYA 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 For information about installing a Bluetooth wireless technology headset see the Avaya 1140E IP Deskphone User Guide Use the Goodbye key to terminate an active call When a message is waiting or there is an incoming call the red Message Waiting Inco
31. rvisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call Agent features To answer a call from your supervisor while on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds pom m 1 Press the Hold key to put the current call on hold Surervisor 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold To place a call to your supervisor Press the Supervisor key Surerwisor Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 2260 Press the In Calls key To conference in your supervisor during a call in progress Surervisor 1 Press the Supervisor key to talk privately with your supervisor Supervisor 2 Press the Supervisor key again fora 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
32. ss to protected features for example Remote Call Forward Status Messages A message displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Terms you should know Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again active and Ringer is OFF System or Switch Your office communication system Switchhook A button on which the handset presses down disconnecting your call when you replace the handset The handset when lifted releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User interface Screen displays that interact with the end user as a result of an action or event Visual Alerter Message Waiting indicator 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 1140E IP Desk phone 8 Activity code 27 Agent and MQA login options 21 Agent and Supervisor features 19 Agent features 25 Agent key 36 Agent login 19 Answer ACD calls 25 Answer Agent 35 Answer Emergency 36 Attendant 44 AutoDial 44 Basic features 8 Cc Call Agent 37 Contact your supervisor 31 Context sensitive soft keys 11 45 Copy key 14 D Date time display 45 Default login 23 Directory key 15 Directory Number 45 Display Network Diagn
33. t Outbox Services Copy e six call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold gigabit Ethernet ports e built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key e USB port to support a keyboard or mouse Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy e automatic network configuration e Graphical XAS e hearing aid compatibility About the Avaya 1140E IP Deskphone e wireless headset support using Bluetooth 1 2 wireless technology compliant Audio Gateway Bluetooth Headset Profile Bluetooth Power Class 2 e Accessory Expansion Module port to connect the Avaya 1100 Series Expansion Module For information about using the Expansion Module see the Avaya 1100 Series Expansion Module User Guide NN43130 101 Figure 2 shows the Avaya 1140E IP Deskphone Figure 2 Avaya 1140E IP Deskphone Self labeled line programmable feature keys Data message waiting indicator Message waiting indicator Handset High resolution graphical display screen Speaker Navigation and Enter keys Context sensitive soft keys Copy key 9 Message Inbox key Services key 3 f Shift Outbox key Quit Stop key Directory key Enter key Goodbye key Volume Control Expand key Mute key i ge D Headset key Hold key Handsfree key Dialpad If supported by your server t
34. to the extent of the authorized activation or authorized usage level solely for the purpose specified in the Documentation and solely as embedded in for execution on or in the event the applicable Documentation permits installation on non Avaya equipment for communication with Avaya equipment Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation Software or hardware provided by Avaya All content on this site the documentation and the Product 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 unless expressly authorized by Avaya 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 Third Party Components mean certain software programs or portions thereof included in the Software that may contain
35. ue 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 MakeSetBsu 1 Press the Make Set Busy key Logging in with Agent ID for Basic ACD or Contact Center Manager If your ACD configuration uses Agent ID which is often the case if you share your phone with another person use the following procedure to log in to an Automatic Call Distribution ACD queue If an Agent ID is Agent and supervisor features assigned to you the display screen prompts you to enter a four digit code Note The following procedure applies if you are working in a Basic ACD environment or 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 C a 1 Lift the handset neo ND 2 Press the In Calls key aoe 3 If Enter Agent ID appears on the aaa screen use the dialpad to enter your ID aaa 4 Press the key The phone goes into a E Not Ready state 5 To join the ACD queue choose one of 26a L the following or Press the In Calls key HotReads Press the N
36. w 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 0 2 Press the Interflow key again to deactivate the feature and resume normal call flow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours To activate Night Service Hiahtsuc 2 1 Press the Night Service key Supervisor features To transition to Night Service HightSuc To deactivate Night Service HightSuc a ba 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 Press the Night Service key 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 Press the Night Service key Press the 3 key 3 D for Day to resume Day mode 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 Obs
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