Title page
Nortel Communication Server 1000
IP Phone 1120E
Call Center User Guide
Revision history
June 2010
Standard 04.01. This document is up-issued to support
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 5.5 for UNIStim 3.0.
May 2007
Standard 01.01. This document reflects the new document
number.
Revision history
January 2006
Standard 1.00. This document is issued for Nortel
Communication Server 1000 Release 4.5.
3
Revision history
4
Contents
About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 18
Logging in without Agent ID (for
basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Logging in with Agent ID (for Basic ACD
or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Logging in using Multiple
Queue Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . 20
Logging in with an Agent ID and MQA login options . . . . 20
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Contents
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 26
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 28
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Record On Demand key . . . . . . . . . . . . . . . . . . . . 31
Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
5
Contents
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
6
About the Nortel IP Phone 1120E
About the Nortel IP Phone 1120E
The Nortel IP Phone 1120E brings voice and data to the desktop by
connecting directly to a Local Area Network (LAN) thro ug h an Ethe rne t
connection.
Note: In this guide, self-labeled line/p rogrammable 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
User-defined
feature key labels
Soft keys
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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 IP Phone 1120E supports the following features :
• four self-labeled line/programmable feature keys with labels and
indicators
• four context-sensitive soft keys
For information about the context-sensitive soft keys, see New in This
Release Communication Server Release 5.0 (NN43001-115).
7
About the Nortel IP Phone 1120E
Note: Some IP Phone 1120E phones are not configured to support
soft key functionality. Consult your system administrator.
• graphical, high-resolution LCD display, backlit, with adjustable
contrast
• high-quality speaker phone
• volume control keys for adjusting ringer, speaker, handset, and
headset volume
• six specialized feature keys:
—Quit
— Directory
— Message/Inbox
— Shift/Outbox
— Services
—Copy
• six call-processing fixed keys:
—Mute
— Handsfree
— Goodbye
— Expand
— Headset
—Hold
• gigabit Ethernet ports
• built-in gigabit Ethernet switch for shared PC access
• headset jack with an On/Off key
• USB port to support a keyboard or mouse
Note: Powered downstream 1.1-compliant USB hubs are sup ported,
including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.
• automatic network configuration
• Graphical XAS
• hearing aid compatibility
8
About the Nortel IP Phone 1120E
• Accessory Expansion Module port to connect the Expansion Module
for IP Phone 1100 Series (Expansion Module)
For information about using the Expansion Module, see the Expansion
Module for IP Phone 1100 Series User Guide (NN43130-101).
Figure 2 shows the IP Phone 1120E.
Figure 2: IP Phone 1120E
User-defined feature keys
Visual Alerter/Message Waiting
indicator
High-resolution
graphical display screen
Soft keys
Navigation keys
Message/Inbox key
Shift/Outbox key
Directory key
Enter key
Goodbye key
Expand to PC key
Headset key
Hold key
Handset
Speaker
Copy key
Services key
Quit/Stop key
Volume control
Mute key
Handsfree key
Feature Status Lamp*
Dialpad
*Note: If supported by your server, the Feature Status Lamp provides a user-defined alert.
Contact your system administrator to find out if this feature is available for you.
Telephone controls
This section describes the controls on the IP Phone 1120E. In some
geographic regions, the IP Phone 1120E 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).
9
About the Nortel IP Phone 1120E
Table 1: Telephone controls
Fwd
Fwd
More
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: 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.
AutoAns Z
10
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 Nortel IP Phone 1120E
(Volume +)
(Volume -)
(Mute)
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.
(Handsfree)
The Mute ke y 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 indicator,
located on the Handsfree key, lights to
indicate when handsfree is active.
11
About the Nortel IP Phone 1120E
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.
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(Hold)
(Expand)
(Headset)
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.
(Goodbye)
About the Nortel IP Phone 1120E
Use the Goodbye key to terminate an active
call.
When a message is waiting, or there is an
incoming call, the red Message
Waiting\Incoming Call Indicator LED at the
top right of the IP Phone 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 IP Phone 1120E firmware is
being updated, the blue Feature Status
Lamp indicator flashes.
Note: To find out if additional features
are supported, contact your system
administrator.
(Copy)
(Quit)
(Shift/Outbox)
Press the Copy key to copy entries to your
Personal Directory from other lists, such as
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
does not affect the status of active calls.
The Shift/Outbox key is a fixed key that is
reserved for future feature development.
13
About the Nortel IP Phone 1120E
Press the Message/Inbox key to access
(Msg/Inbox)
your voice mailbox.
This function is not available on all phones;
consult your system administrator.
Press the Directory key to access directory
(Directory)
services.
14
(Services)
About the Nortel IP Phone 1120E
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
— 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
• Password Admin:
— Station Control Password
The Password Ad min menu is not available
on all IP Phone 1120E 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.
15
About the Nortel IP Phone 1120E
• Virtual Office Login and Virtual Office
Logout (if Virtual Office is configured)
• Test Local Mode and Resume Local
(Services)
(continued)
(Services)
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:
(Services)
• 1. Preferences
• 2. Local Diagnostics
• 3. Network Configuration
•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 IP Phone 1120E has three display areas:
• The upper display area provides labels for the four 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 string,
user-entered digits, date and time information, and phone
information.
Because the IP Phone 1120E 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, only the
16
About the Nortel IP Phone 1120E
Directory Number (DN) appears if the caller name is greater than 10
characters. Press the flashing arrow to display the caller name.
• The lower display area provides labels for the four context-sensitive
soft keys.
Figure 3 shows an idle LCD display screen.
Figure 3: IP Phone 1120E LCD display screen
Upper display area
User-defined
feature key labels
Middle display area
Information line
Lower display area
Soft key labels
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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:
• “Logging in without Agent ID (for basic ACD)” on page 18
• “Logging in with Agent ID (for Basic ACD or Contact Center
Manager)” on page 18
• “Logging in using Multiple Queue Assignments (for Basic ACD)” on
page 20
• “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.
MakeSetBsy
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: The following procedure applies if you are working in a Basic
ACD environment or a Nortel Contact Center Manager environment.
18
Agent and Supervisor features
For more information about Nortel Contact Center Manager, visit
www.nortel.com.
To log in as an agent:
1. Lift the handset.
2260
2260
Not Ready
or
2. Press the In-Calls key.
3. If “Enter Agent ID” appears on the
screen, use the dialpad to enter your ID.
4. Press the # key. The phone goes into a
Not Ready state.
5. To join the ACD queue, choose one of
the following:
— Press the In-Calls key.
— Press the NotReady key.
19
Agent and Supervisor features
6. If you use a headset and Handset OnHook Means Log out (HOML) is
configured 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.
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:
• “Logging in with an Agent ID and MQA login options” on page 20
• “Using Default Login” on page 22
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 21.
Note: A supervisor logging in to accept ACD ca lls is prevented by th e
system from entering a Supervisor ID (including logins where agents
must enter a Supervisor ID).
20
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:
2260
No Supervisor ID, No Priority
Supervisor ID, No Priority
No Supervisor ID, With Priority
Supervisor ID, With Priority
1. Press the In-Calls key.
2. Choose one of the following four login
options:
— For No Supervisor ID, No Priority,
dial your Agent ID # ACD DN 1 #
ACD DN 2 # ACD DN 3 # ACD DN 4
# ACD DN 5 # #.
— For Supervisor ID, No Priority, dial
your Agent ID # Supervisor ID #
ACD DN 1 # ACD DN 2 #
ACD DN 3 # ACD DN 4 #
ACD DN 5 # #.
— For No Supervisor ID, With Priority,
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 #.
21
Agent and Supervisor features
3. Choose one of the following:
2260
or
Not Ready
— Press the In-Calls key.
—Press the NotReady key to enter the
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:
1. Lift the handset.
22
2260
2. Press the In-Calls key.
3. When “Enter Agent ID” appears on the
screen, use the dial pad to enter your ID.
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
2260
or
Not Ready
the following:
— Press the In-Calls key.
— 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:
MakeSetBusy
Not Ready
or
• To log out completely, press the
MakeSetBusy key.
• To log out temporarily, press the
NotReady key.
Note: If you press the MakeSetBusy
key during an ACD call, you log out
automatically when the call finishes.
23
Agent features
Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 24
• “Using Call Forcing” on page 25
• “Using Return to Queue on No Answer” on page 26
• “Using Activity code” on page 26
• “Using Emergency” on page 27
• “Using Not Ready” on page 28
• “Placing or answering non-ACD calls” on page 28
• “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/programmable feature keys.
To answer the call:
2260
24
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.
To terminate the call:
Agent features
Choose one of the following:
(Goodbye)
or
2260
or
2468
or
Not Ready
• Press the Goodbye key.
• Press the In-Calls key.
• Press the individual DN line key (this
removes you from the queue).
• Press the Not Ready key (this removes
you from the queue but keeps you
logged in as an agent position) or wait
for the caller to terminate the call.
Using Call Forcing
Use the Call Forcing feature to automatically connect an incoming ACD
call. A time interval is configured by your system administrator between
each incoming call.
Note: You cannot use both Call Forcing and Return To Queue on
No Answer at the same time.
A short tone indicates a new incoming call. The In-Calls indicator lights
continuously, and the ACD call automatically goes to your agent position.
Pressing the In-Calls key while call forcing (Auto Answer) is active
disconnects an active ACD call.
CAUTION
If you are away from your phone and Call Forcing is
enabled, remember to log out or activate Not Ready.
Otherwise, callers continue to be connected to your
phone. Because you are not at your desk, callers hear
only the background noise in your work space, until they
hang up.
25
Agent features
To enable Call Forcing for headset users:
1. Log in.
2. Replace the handset.
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 pe rf or m ing .
To record activities:
Activity
26
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
3. Press the Activity key.
If you are performing multiple tasks,
repeat steps 1 and 2.
Note: If configured, you can enter
Activity Codes while in the Not Ready
state and run Not Ready Reason Codes
by Agent report in Contact Center
Manager Administration to track Not
Ready time.
Using Emergency
Use the Emergency feature to contact your supervisor immediately in an
emergency situation.
To use the Emergency feature:
Emergency
1. During an active call, press the
Emergency key.
Note: The Emergency LCD remains lit
as long as the feature is active.
Emergency
When the supervisor answers, a threeway call commences with you, your
supervisor, and the caller.
2. Press the Emergency key again to
transfer the caller to the supervisor and
terminate your access to the caller and
supervisor.
27
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:
NotReady
2260
or
NotReady
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.
2. 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
1. Press your individual DN key.
28
2. Use the dial pad to dial the telephone
number.
Note: The LCD remains lit as long as
you are on the call.
To answer a call:
Agent features
2498
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
• “To place a call to your supervisor:” on page 30
• “To conference in your supervisor during a call in progress:” on
page 30
• “To transfer a call to your supervisor during a call in progress:” on
page 31
To answer a call from your supervisor:
Supervisor
To answer a call from your supervisor when on another call:
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.
The LCD next to the Supervisor key flashes
and a buzzer sounds.
29
Agent features
(Hold)
1. Press the Hold key to put the current call
on hold.
Supervisor
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:
Supervisor
Press the Supervisor key.
Note: Calls are automaticall y 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:
Supervisor
1. Press the Supervisor key to talk
privately with your supervisor.
Supervisor
30
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:
Supervisor
Supervisor
(Goodbye)
1. Press the Supervisor key.
2. When your supervisor answers, press
the Supervisor key again.
3. Press the Goodbye key to terminate
your access to the call.
Using Record On Demand key
If this feature is enabled, you can use the Record on Demand (ROD)
feature key to record your telephone conversation.
Press the ROD key to start or stop the call recording. This key is
associated with the active user ID and is displayed only if a call is active.
The ROD key blinks while it is connecting to the call recording application,
and is lit when the call is recording.
The ROD key is displayed in the following scenarios:
• Normal operation - Press the ROD key during an active call to record
the call.
• 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.
31
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.
• CR application in Bulk Record + Delete everything mode - Recorded
conversation is deleted at the end of the call. If the SAVE key is
pressed, then the call is saved.
The SAVE key lamp status depends on the status of the call recording. If
the call is to be saved, then the lamp is lit..
1. Press the ROD key during an active call.
2. To stop the call recording, press the
ROD key again.
3. Press the SAVE key to save the
conversation.
32
Supervisor features
Supervisor features
The following sections describe features available to the s upe rvis or :
• “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 nonemergency 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.
33
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 used along with the Call Agent or Observe Agent keys.
Table 2 lists the four states of the LCD ind icat or .
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:
AnsEmerg
34
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.
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:
Supervisor features
CallAgt
AgenKey
or
(Goodbye)
1. Press the Call Agent key.
2. Choose one of the following:
— Press a selected Agent key.
— Dial the agent’s Position ID.
3. Press the Goodbye key to end the call.
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.
35
Supervisor features
Interflow
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:
NightSvc
1. Press the Night Service key.
2. Press the 6 key (6 = N for Night) to go
into Night Service.
The Night Service LCD lights
continuously. All calls in the queue and
new calls receive Night Service.
To transition to Night Service:
NightSvc
36
1. Press the Night Service key.
2. Press the 8 key (8 = T for Transition) to
activate Transition mode.
The Night Service LCD flashes. All calls
in the queue remain in the queue and
new calls receive Night Service.
To deactivate Night Service:
Supervisor features
NightSvc
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
AgenKey
or
1. Press the Observe key.
2. Choose one of the following:
— Press a selected Agent key.
— Dial the agent’s Position ID.
CallAgt
Observe
3. Press the Call Agent key to talk to the
agent you are monitoring.
4. Press the Observe key to terminate the
observation.
37
Supervisor features
38
Terms you should know
Terms you should know
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 designate d Cat 5e. Ca t5e
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.
Communication Server 1000
Your office communication system.
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.
39
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 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 (FFC)
Specialized co des e nter ed 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 IP Phone 1120E, this infor mation area is on e 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.
40
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 IP Phone 1120E that connects to your voice
messaging system when the key is pressed.
Navigation keys
Keys used to scroll through menus and lists appearing on the
LCD display screen.
Off-hook
Any line selected to make a call or receive an incoming call.
The term off-hook is 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.
Terms you should know
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.
41
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 code s 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, Rem ot e Call F or wa rd ).
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
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, disconnectin g your
call when you replace the handset. The handset (when lifted)
42
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
43
Terms you should know
44
Index
Index
A
About the IP Phone 1120E 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
C
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 key 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
I
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
45
Index
M
Message key 41
Message waiting indicator 43
Message/Inbox key 14
More key 10
N
Navigation keys 12, 41
Night Service 36
Not Ready 28
O
Observe 37
Off-hook 41
P
Paging tone 41
Place or answer non-ACD calls 28
Q
Quit/Stop key 13
Station Control Password (SCPW)
42
Status Messages 42
Supervisor features 33
Switchhook 42
System or Switch 42
T
Telephone controls 9
Telephone display 16
U
User Interface 43
V
Volume control 11
Volume control bar 11
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
46
Nortel Communication Server 1000
IP Phone 1120E
Call Center User Guide
Copyright © 2006–2010 Nortel Networks. All Rights Reserved.
The information in this document is subject to change without notice. The
statements, configurations, technical data, and recommendations in this
document are believed to be accurate and reliable, but are presented
without express or implied warranty. Users must take full responsibility
for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession
are trademarks of Nortel Networks.
Publication Number: NN43112-107
Document Release: Standard 04.01
Date: June 2010
Produced in Canada
To provide feedback or report a problem in this document,
go to www.nortel.com/documentfeedback.
www.nortel.com
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