Avaya IP Phone 1120E Call Center User Guide

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.

Revision history

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

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

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

Trans

47678

42888

Conf

AutoDial

2348

10/30 4:30pm

Forward More...

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).

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

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).

About the Nortel IP Phone 1120E

Table 1: Telephone controls

Fwd

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

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.

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.

(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.

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.

(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.

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