Avaya 2050 IP User Guide

Avaya 2050 IP Softphone Call Center User Guide

Avaya Communication Server 1000

Document Status: Standard

Document Version: 05.03

Part Code: NN43119-100

Date: April 2012

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Revision history

April 2012

Standard 05.03. This document is up-issued to include information about answering calls using the Enter key.

March 2012

Standard 05.02. This document is up-issued to support Avaya 2050 Softphone Release 4.3 reflecting support for 64-b Windows

October 2010

Standard 05.01. This document is up-issued to support Avaya 2050 Softphone Release 4.0.

June 2010

Standard 04.01. This document is up-issued to support Communication Server Release 7.0.

7 and Vista operating systems.

Revision history

it on

June 2009

Standard 03.02. This document is up-issued to support IP Softphone 2050 Release 3.3 with Communication Server Release 5.5 and later.

May 2009

Standard 03.01. This document is up-issued to support Communication Server Release 6.0.

July 2008

Standard 02.02. This document is up-issued to support IP Softphone 2050 Release 3.1 and is updated to include information on incoming call notification.

Revision history

December 2007

Standard 02.01. This document is up-issued to support IP Softphone 2050 Release 3.0.

May 2007

Standard 01.01. This document is issued to support Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Softphone 2050 Call Center User Guide (NN-10300-053).

June 2006

Standard 6.00. This document is up-issued to reflect additional information about reserved keyboard keys.

March 2006

Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5, for the IP Softphone 2050 Version 2.

August 2005

Standard 4.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.

September 2004

Standard 3.00. This document is up-issued for Nortel Communication Server 1000 Release 4.0.

October 2003

Standard 2.00. This document is up-issued to support Succession 3.0 software.

September 2002

Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Communication Server for Enterprise 1000, Release 2.0.

Revision history

Avaya 2050 IP Softphone overview . . . . . . . . . . . . . . . . . . 15

New features and support . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Local Directory window . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Settings window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . 18

Expansion Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

i2050.exe application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Avaya 2050 IP Softphone Call Control window . . . . . . . . . 20

Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Contents

Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Call Control window elements and functions . . . . . . . . . . . . . 23

Hot keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Adding a hot key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Removing a hot key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Avaya 2050 IP Softphone Directories . . . . . . . . . . . . . . . . . 29

Local Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Opening a Local Directory from the Call Control window . 30

Directory entry management . . . . . . . . . . . . . . . . . . . . . . 30

Avaya Communication Server 1000 Directory . . . . . . . . . . . . 31

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 33

Logging in without Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . 34

For basic ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

Logging in with Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

For Basic ACD or Contact Center Manager . . . . . . . . . . . 34

Logging in using Agent ID and Multiple Queue Assignments . 35

Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 35

Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 36

Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 36

Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 36

Logging in: Supervisor ID, With Priority: . . . . . . . . . . . . . 37

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Logging out temporarily . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Incoming Call Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Terminating a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . . 42

Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 43

Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Answering a call from your supervisor . . . . . . . . . . . . . . . 44

Answering a call from your supervisor when on a call . . . 44

Placing a call to your supervisor when on a call . . . . . . . 44

Conferencing your supervisor to a call in progress . . . . . 45

Contents

Transferring a call to your supervisor . . . . . . . . . . . . . . . . 45

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Activating Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Transitioning to Night Service . . . . . . . . . . . . . . . . . . . . . 49

Deactivating Night Service . . . . . . . . . . . . . . . . . . . . . . . . 49

Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Contents

Avaya 2050 IP Softphone overview

The Avaya 2050 IP Softphone is a business telephone application that you can use to make and take calls over your computer. Using a headset or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Adapter.

Designed to work with IP-based phone systems, the Avaya 2050 IP Softphone provides Voice over IP (VoIP) services using a telephony server and your Local Area Network (LAN) or Wide Area Network (WAN).

The server that supports your Avaya 2050 IP Softphone determines the features you can access, such as Call Conference, Call Transfer, and Call Forward.

New features and support

Avaya 2050 IP Softphone Release 4.3 introduces support for the following:

• Windows XP (32 bit)

• Windows Vista (32 bit and 64 bit)

• Windows 7 (32 bit and 64 bit)

• Secure Call Recording

For more information, see Avaya 2050 IP Softphone User Guide (NN43119-101).

Avaya 2050 IP Softphone overview

Features

The Avaya 2050 IP Softphone supports the following features:

• Twelve user-defined feature keys: six Programmable Line (DN)/Feature Keys (self-labeled) and six lines/features accessed by pressing the shift key

• Four soft keys that provide access to a maximum of 10 features

• Four-line display

• Directory capabilities stored locally on your PC or linked to external directories, such as Lightweight Directory Access Protocol (LDAP), Microsoft Outlook, and Windows Address Book (WAB) contact management software

• Avaya Communication Server 1000 (Avaya CS 1000) Directory features (Personal Directory, Redial List, Callers List, and Password Administration) stored on the application server for systems running CS 1000 Release 4.0 or later software

• One-click direct dialing from various windows and applications

• Five specialized fixed keys:

— Directory

— Inbox (Message)

— Shift (Outbox)

— Services

— Expand

• Dedicated call processing keys:

—Hold

— Goodbye

—Answer

—Volume

—Mute

—Navigation

— Message Waiting

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