Avaya 1120E User Guide
Contents
1. Supervisor features Intert low mad 2 Using Night Service Use the Night Service feature to business hours To activate Night Service NightSuc 1 To transition to Night Service Hiahtsuc 1 Press the Interflow key again to deactivate the feature and resume normal call flow define how calls are handled outside of Press the Night Service key 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 Supervisor features To deactivate Night Service HishtSwc P7 1 Press the Night Service key 2 Press the 3 key 3 D for Day to resume Day mode The Night Service LCD flashes New calls enter the queue Observing a call Use the Observe feature to monitor an agent in a call To observe a call Observe 1 Press the Observe key 2 Choose one of the following Agenkey mn or Press a selected Agent key H Dial the agent s Position ID aaa aaa CallAst 3 Press the Call Agent key to talk to the agent you are monitoring Observe 4 Press the Observe key to terminate the observation Supervisor features Terms you should2. A message displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again active and Ringer is OFF System or Switch Your office communication system Switchhook A button on which the handset presses down disconnecting your call when you replace the handset The handset when lifted Terms you should know 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 1120E IP Desk phone 7 Activity code 26 Agent and MQA login options 20 Agent and Supervisor features 18 Agent features 24 Agent key 34 Agent login 18 Answer ACD calls 24 Answer Agent 33 Answer Emergency 34 B Basic features 7 Cc Call Agent 35 Call party information 39 Contact your supervisor 29 Context sensitive soft keys 10 39 Copy key 13 D Date time display 39 Default login 22 Directory key 14 Directory Number 40 display areas 16 Display Network Diagnostics Utili ties 15 DN 40 E Emergency 27 Enter ke
3. Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feature Key Label Name Display Format Live Dialpad Caller ID display order Normal mode indication e Password Admin Station Control Password The Password Admin menu is not available on all Avaya 1120E IP Deskphone sets Consult your system administrator Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics About the Avaya 1120E IP Deskphone Services continued Lx Services Lx Services 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 Press the Services key twice to access the Local Tools menu and use the navigation keys to access the following items e 1 Preferences e 2 Local Diagnostics e 3 Network Configuration e 4 Lock Menu Your system administrator can establish a password for the Local Tools menu If you attempt to access the Local Tools menu and a password prompt dialog box appears contact your system administrator Telephone display Your Avaya 1120E IP Deskphone has three display areas The upper display area provides labels for the four self labeled
4. on page 20 e Logging out on page 23 Logging in without Agent ID for basic ACD If your ACD configuration does not rely on Agent ID which is often the case if you do not share your phone with another person use the following procedure to log in to an Automatic Call Distribution ACD queue MakeSetBsu y 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 assigned to you the display screen prompts you to enter a four digit code Note Note The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager Agent and Supervisor features environment For more information about Avaya NES Contact Center Manager visit www avaya com To log in as an agent 2268 Oy or Not Ready pn Lift the handset Press the In Calls key If Enter Agent ID appears on the screen use the dialpad to enter your ID Press the key The phone goes into a Not Ready state To join the ACD queue choose one of the following Press the In Calls key Press the NotReady key Agent and Supervisor features 6 If you use a headset and Handset On Hook Means Log out HOML is configured
5. 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 1120E IP Deskphone Basic features ii Tele
6. Priority aaa aaa aaa aaa Supervisor ID No Priority aaa aaa aaa No Supervisor ID With Priority aaa aaa aaa Supervisor ID With Priority aaa aaa 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 DN2 ACD DN 3 ACD DN 4 ACD DN 5 For No Supervisor ID With Priority dial your Agent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 For Supervisor ID With Priority dial your Agent ID Supervisor ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter Agent and Supervisor features 3 Choose one of the following 2266 Ny Press the In Calls key er Press the NotReady key to enter the Hot Reads ACD queue Using Default Login Use the Default Login to log in just one time at the beginning of a shift The Default Login uses your previous shift s login to place you in the same ACD queues with the same supervisor To use Default Login Cr Y 1 Lift the handset 2268 _ 2 Press the In Calls key aaa 3 When Enter Agent ID appears on
7. hook is applied when a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Return to Queue on No Answer If a call is not answered by the agent the call is sent back to the ACD queue and the agent s telephone is automatically placed in the Not Ready state Ringback ring tone A sound indicating that a call you have made is ringing at its destination Terms you should know 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
8. in progress on page 30 e To transfer a call to your supervisor during a call in progress on page 31 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 when on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds Agent features 1 Press the Hold key to put the current call ra 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 Surervisor Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 2268 _ Press the In Calls key To conference in your supervisor during a call in progress Supervisor lamad 1 Press the Supervisor key to talk privately with your supervisor Surervisor 2 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 Superwisor 1 Press the Supervisor key Supervisor 2 When your supervisor answers press the Supervisor key again uia 3 Press the Goodbye key to terminate your access to the call Goodbye Usin
9. the aaa wag screen use the dial pad to enter your ID gaa 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 2268 the following or Press the In Calls key Not Reads 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 MakesetBuss e To log out completely press the ar MakeSetBusy key e To log out temporarily press the Hot Read ot Ready MD NotReady key Note If you press the MakeSetBusy key during 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 24 e Using Call Forcing on page 25 e Using Return to Queue on No Answer on page 26 e Using Activity code on page 26 e Using Emergency on page 27 e Using Not Ready on page 28 e Placing or answering non ACD calls on page 28 e Contacting your supervisor on page 29 Answering ACD calls Use the In Calls key to answer the next queued ACD call on the primary DN The In Calls key is located in the lower right area of the self labeled line
10. to No by your administrator then do the following a Press the Headset key and replace the handset in the cradle to receive calls on your headset CF b Press the Services key Change the Services On hook default path to Headset 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 20 e Using Default Login on page 22 Logging in with an Agent ID and MOA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 21 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID 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 up to five ACD DNs and Priority values if Priority values are being used terminated by To log in 22668 No Supervisor ID No
11. AVAYA Avaya 1120E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 06 01 Part Code NN43112 107 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 describ
12. Y 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 Linux
13. d terminate your access to the caller and supervisor Agent features Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post call work Note If you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready Not Ready pm 2268 uy or Not Ready m 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 dial pad to dial the telephone number Note The LCD remains lit as long as you are on the call Agent features To answer a Call 2438 When the LCD next to your individual DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways To answer a call from your supervisor on page 29 To answer a call from your supervisor when on another call on page 29 e To place a call to your supervisor on page 30 e To conference in your supervisor during a call
14. e 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 Using Answer Agent on page 33 Using the Agent key on page 34 Using Answer Emergency on page 34 Using Call Agent on page 35 Using Interflow on page 35 Using Night Service on page 36 Observing a call on page 37 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent Goodbye 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 telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady 2 Press the Goodbye key to end the call Supervisor features 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 us
15. e Inbox key Services key 7 Shift Outbox key Quit Stop key Directory key Enter key Goodbye key Volume Control Expand key Mute key pre gw ES D Headset key Hold key Handsfree key Dialpad If supported by your server the Data message waiting indicator provides a data alert Contact your system administrator to find out if this feature is available for you Telephone controls This section describes the controls on the Avaya 1120E IP Deskphone In some geographic regions the Avaya 1120E IP Deskphone is offered with key caps that have English text labels In this document text in About the Avaya 1120E IP Deskphone parentheses indicates the labels that appear on the key caps for example Services Table 1 Telephone controls Fud kene gt Fud More ama cs 2493 E AutoAns dh Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature When a triangle appears before a soft key label the feature is active Press the More key to access the next layer of soft keys The keys on either side of the LCD display area are self labeled line 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 light indicates the line is on hold or the feature is being programmed Note Throu
16. ed along with the Call Agent or Observe Agent keys Table 2 lists the four states of the LCD indicator Table 2 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation To use Answer Emergency AnsEmera a 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready Supervisor features 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 _ 1 Press the Call Agent key Asenkes 2 Choose one of the following Or Press a selected Agent key aaa aaa i iti Dial the agent s Position ID aa 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
17. ed 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 AVAYAINC 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 ENTIT
18. g Record On Demand key If this feature is enabled you can use the Record on Demand ROD feature key to record your telephone conversation Press the ROD key to start or stop the call recording This key is associated with the active user ID and is displayed only if a call is active The ROD key blinks while it is connecting to the call recording application and is lit when the call is recording The ROD key is displayed in the following scenarios Normal operation Press the ROD key during an active call to record the call e Call Recording CR application in ROD Mode Press the ROD key during an active call to record the call Bulk Recording For an active call or unregistered DN Position ID call recording is initiated even though the ROD key is not pressed 1 Press the 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 Normal operations If the SAVE key is pressed during an active call the call is saved CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is pressed then the call is not saved e CR application in Bulk Record Delete everything mod
19. ghout this document the ACD line key is indicated by the line number 2260 The ACD line number that appears on your phone can be a different number A steady LCD light beside a feature key indicates that the feature is active A flashing LCD light indicates that the feature is being programmed About the Avaya 1120E IP Deskphone Volume La Volume Ub Mute Handsfree Use the Volume control buttons to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume Your Mute key functionality is enabled or dis abled by your system administrator Contact your system administrator to determine if your Mute key is enabled If your Mute key is enabled press the Mute key to listen to the receiving party without transmitting your voice Press the Mute key again to return to two way conversation If your Mute key is not enabled pressing the Mute key places the call on hold Press the Mute key again to restore the active call or press the line key to restore the active call You cannot retrieve this call from hold by pressing the Hold key The Mute key applies to handsfree handset and headset microphones Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note The Handsfree LED indicat
20. ing 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 1120E IP Deskphone oo o p rr Avaya 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 C Personal Directory from other lists such as Copy the Callers List the Redial List and the Corporate Directory Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key Quit does not affect the status of active calls Lia The Shift Outbox key is a fixed key that is Shift Outbox reserved for future feature development About the Avaya 1120E IP Deskphone Msg Inbox Directory Press the Message Inbox key to access your voice mailbox This function is not available on all phones consult your system administrator Press the Directory key to access directory services About the Avaya 1120E IP Deskphone Lx Services Press the Services key to open the Services menu and use the navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone
21. know Terms you should know Avaya Communication Server 1000 Your office communication 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 Cat 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 Context sensitive soft keys A set of keys programmed by your system administrator These four keys located directly below the display area have four programmable layers These 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 Terms you should know 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 informatio
22. line programmable feature key labels The middle display area contains single line information for items such as caller number caller name Call Timer feature prompt string user entered digits date and time information and phone information Because the Avaya 1120E IP Deskphone only has a single line information display area you are prompted to scroll through any additional lines of information For example during an incoming call About the Avaya 1120E IP Deskphone only the Directory Number DN appears if the caller name is greater than 10 characters Press the flashing arrow to display the caller name e The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD display screen Figure 3 Avaya 1120E IP Deskphone LCD display screen Upper display area Self labeled line programmable feature keys Middle display area Information line Lower display area Context sensitive soft keys Agent and Supervisor features Agent and Supervisor features This section describes the 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 18 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 18 e Logging in using Multiple Queue Assignments for Basic ACD
23. n about the feature in use It also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFC Specialized codes entered using the dialpad that enable features for example Ring Again Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls On your Avaya 1120E IP Deskphone this information area is one line of text and symbols If a text message exceeds this area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Terms you should know Information line A one line by 24 character area that displays date and time or application information Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your Avaya 1120E 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
24. ndard 02 01 This document is up issued to support Communication Server 5 5 for UNIStim 3 0 May 2007 Standard 01 01 This document reflects the new document number January 2006 Standard 1 00 This document is issued for Communication Server 1000 Release 4 5 Revision history About the Avaya 1120E IP Deskphone About the Avaya 1120E IP Deskphone The Avaya 1120E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection Note In this guide self labeled line programmable feature key labels appear beside the keys and context sensitive soft key labels appear directly above the keys Figure 1 shows the key labels Figure 1 Self labeled line programmable feature keys and context sensitive soft key labels Self labeled line programmable feature keys Context sensitive soft keys Note Some features are not available on all telephones Consult your system administrator to verify the features that are available on your telephone Basic features Your Avaya 1120E IP Deskphone supports the following features e four self labeled line programmable feature keys with labels and indicators About the Avaya 1120E IP Deskphone e four context sensitive soft keys For information about the context sensitive soft keys see Avaya New in This Release Communication Server Release 5 0 NN43001 115 Note Some Avaya 1120E IP Deskpho
25. ne 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 Shift Outbox Services Copy e six call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold gigabit Ethernet ports built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key USB port to support a keyboard or mouse Note Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy About the Avaya 1120E IP Deskphone e automatic network configuration e Graphical XAS e hearing aid compatibility 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 1120E IP Deskphone Figure 2 Avaya 1120E IP Deskphone Self labeled line programmable feature keys Data message waiting indicator Message waiting Y indicator AMAYA Handset High resolution graphical display screen Navigation keys Context sensitive soft keys Speaker Copy key 3 Messag
26. or located on the Handsfree key lights to indicate when handsfree is active About the Avaya 1120E IP Deskphone Hold Les Expand 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 Up and Down to scroll up and down in lists and the Left and Right keys to position the cursor In some dialog boxes that appear on your phone you can also use the Left and Right keys to select editable fields press the Right key to select the field below the current selection or the Left key to select the one above Press the Enter key at the center of the Navigation key cluster to confirm menu selections In most menus you can use the Enter key instead of the Select soft key Press the Hold key to put an active call on hold Tap the flashing line DN soft key to return to the caller on hold Use the Expand key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Headset LED indicator located on the Handsfree key lights to indicate that the headset is in use About the Avaya 1120E IP Deskphone Use the Goodbye key to terminate an active call Goodbye When a message is waiting or there is an AVAYA 3 incoming call the red Message Waiting Incom
27. phone controls 00 cee eee eee Telephone display cece eee eee eee Agent and Supervisor features Logging in without Agent ID for basic ACD serna ena PALAKA NA PED ew ae mena eS Logging in with Agent ID for Basic ACD or Contact Center Manager ii Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login options Using Default Login 0 000 cee eee LOGGING Out ce knee ede da oo Ka Agent features ooooooo Wo oo mo oom mena Answering ACD calls c eee ee eee Using Call Forcing in Using Return to Queue on No Answer Using Activity code ii Using Emergency ooocccccccc eee Using Not Ready 0 eee Placing or answering non ACD calls Contacting your supervisor ii Using Record On Demand key Using SAVE Key iii Revision history Revision history November 2010 Standard 06 01 This document is up issued to support rebranding updates October 2010 Standard 05 01 This document is up issued to support rebranding updates 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 Sta
28. 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 Goodbye e Press the Goodbye key Or e Press the In Calls key 2268 J Pressthe individual DN line key this or removes you from the queue 2468 Press the Not Ready key this removes you from the gueue but keeps you Hot Reads logged in as an agent position or wait for the caller to terminate the call or 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 Fo
29. rcing for headset users 1 Login EQ 2 Replace the handset Pu 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 telephone is automatically placed in Not Ready state To return to the ACD queue log in or press the NotReady key Using Activity code Use Activity code to record the types of activities you are performing To record activities Activity 1 When the Activity LCD indicator is flashing press the Activity key 2 Use the dial pad to enter the Activity code Agent features Activity Using Emergency 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 Use the Emergency feature to contact your supervisor immediately in an emergency situation To use the Emergency feature Energencs I Energencs 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 Press the Emergency key again to transfer the caller to the supervisor an
30. y 12 Expand key 12 F Feature display 40 Fixed key 40 Flexible Feature Code FFC 40 Force Call 25 G Goodbye key 13 40 H Handsfree Speaker key 11 Headset key 12 Hold key 12 l Indicator status 40 Information display 40 Information line 41 Interflow 35 Interrupted dial tone 41 L Line DN key 10 Login with Agent ID and MQA 20 M Station Control Password SCPW 42 Status Messages 42 Supervisor features 33 Switchhook 42 Message key 41 Message waiting indicator 43 Message Inbox key 14 More key 10 System or Switch 42 N Navigation keys 12 41 T Night Service 36 Telephone controls 9 Not Ready 28 Telephone display 16 O U Observe 37 User Interface 43 Off hook 41 V P Volume control 11 Paging tone 41 Volume control bar 11 Place or answer non ACD calls 28 Q Quit Stop key 13 R Return to Queue on No Answer 41 Ringback ring tone 41 S Self labeled line programmable feature keys 10 Services key 15 42 Shared Directory Numbers 42 Shift Outbox key 13 Special dial tone 42 Special Prefix code SPRE 42
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