Avaya IP Phone 2002 Call Center User Guide
Title page
Nortel Communication Server 1000
IP Phone 2002
Call Center User Guide
Revision history
June 2010
Standard 03.01. This document is up-issued to support
Communication Server 1000 Release 7.0.
May 2009
Standard 02.01. This document is up-issued to support
Communication Server 1000 Release 6.0.
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 Phone 2002 Call Center User Guide
(NN10300-049). This document includes updated content based
on CR 01478322. See Telephone display (p. 14). Graphics are
also updated.
Revision history
July 2006
Standard 5.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.5. LOGOs and
trademark information updated. Document feedback URL added
to back page.
August 2005
Standard 4.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.5.
September 2004
Standard 3.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.0.
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Revision history
October 2003
Standard 2.00. This document is up-issued to support
Succession 3.0 Software.
November 2002
Standard 1.00. This document is issued to support Meridian 1
Release 25.40 and Succession Communication Server for
Enterprise 1000, Release 2.0.
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Contents
About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 16
Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Logging in with Agent ID and Multiple Queue Assignments . . 17
Using Agent ID and MQA login options . . . . . . . . . . . . . . 18
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Logging out an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Contents
Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 26
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . 30
Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
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Contents
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 37
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
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About the Phone
About the Phone
The Nortel IP Phone 2002 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 1: All features are not available on all telephones. Consult your
system administrator to verify the features that are available on your
telephone.
Note 2: In this guide, programmable line (DN)/feature key labels
display beside the key, and soft key labels display directly above the
key. Figure 1 illustrates key labels.
Figure 1: Programmable line (DN)/feature key and soft key
labels
Basic features
The IP Phone 2002 supports the following features:
• four programmable line (DN)/feature keys (self-labeled)
• four context-sensitive soft keys providing access to a maximum of 10
features
For information about context-sensitive soft keys, see New in This
Release Communication Server 1000 Release 5.0 (NN43001-115).
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About the Phone
Note: Not all IP Phone 2002 sets are configured to support soft key
functionality. Consult your system administrator.
• multi-field LCD screen
• call timer to indicate the duration of each call
• speaker for on-hook dialing or on-hook listening
• volume control bar for adjusting ringer, speaker, handset, and
headset volume
• six specialized fixed keys:
—Quit
— Directory
— Message (Inbox)
— Outbox/Shift (reserved for future de ve lop m en t)
— Services
— Expand to PC
• four call processing fixed keys:
—Hold
— Goodbye
— Handsfree
—Mute
• shared LAN access with a PC
• headset jack with On/Off key
• automatic network configuration
• hearing-aid compatibility
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Figure 2 illustrates the IP Phone 2002.
Figure 2: IP Phone 2002
About the Phone
Telephone controls
Note: Some IP Phone 2002 sets include optional key caps. Text in
parenthesis indicates labels appearing on the key cap s. For example,
(Services)
Use the Volume control bar to adjust the
volume of the ringer, handset, headset,
speaker, and Handsfree feature. Press the
right side of the rocker bar to increase
volume, the left side to decrease volume.
The InCalls key is the primary DN key.
9
About the Phone
(Goodbye)
(Hold)
Programmable line (DN)/feature keys are
extra DNs or feature keys used to access
additional features.
A steady LCD light beside a line (DN) key
indicates that the line is active. A flashing
LCD indicates that the line is on hold.
A steady LCD light beside a feature key
indicates that the feature is active. A flashing
LCD indicates that the feature is being
programmed.
Use the Goodbye key to terminate an active
call.
Press the Hold key to put an active call on
hold. Press the line (DN) key beside the
flashing LED indicator to return to the caller
on hold.
10
(Message)
Press the Message (Inbox) key to access
your voice mailbox.
Use the Navigation keys to scroll through
menus and lists on the LCD screen.
(Services)
About the Phone
Press the Services key and use the
navigation keys to access the following
items:
• Telephone Options:
— Volume adjustment
— Contrast adjustment
— Language
— Live Dialpad
— Date/Time
— On-hook default path
— Call timer
— Display diagnostics
— Local dialpad tone
— Ring type
— Change feature key label
— Set Info
— Caller ID display order
— Normal mode indication
• Password Admin:
— Station Control Password
• Display Network Diagnostics Utilities
Note: Only your system administrator
or service provider can use Display
Network Diagnostics Utilities to perform
Internet diagnostics.
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About the Phone
• 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)
Note 1: Press the Services key to exit
from any menu or menu item.
•The Password Admin menu many not
be available on your IP Phone 2002.
Consult your system administrator.
Press the Headset key to answer a call
using the headset or to switch a call from the
handset or handsfree to the headset.
Press the Speaker key to activate
handsfree. The speaker LED indicator lights
to indicate when handsfree is active.
12
Press the Directory key to access directory
services.
(Directory)
(Mute)
About the Phone
Your Mute key functionality is enabled or
disabled by your system administrator.
Contact your system administrator to
determine if your Mute key is enabled.
If your Mute key is enabled, press the Mute
key to listen to the receiving
party without transmitting your voice. Press
the Mute key again to return to two-way
conversation.
If your Mute key is not enabled, pressing the
Mute key places the call on hold. Press the
Mute key again to restore the active call or
press the line key to restore the active call.
You cannot retrieve this call from hold by
pressing the Hold key.
The Mute key a pplies to handsfree, handset,
and headset microphones. The Mute LED
indicator, located on the Mute key, flashes to
indicate that the microphone is muted.
Soft keys are located below the display
area. The LCD label above the key changes,
based on the active feature.
Note: When a triangle appears before a
key label, the feature is active.
Press the More.. key to access the next
layer of Soft keys.
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About the Phone
(Quit)
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-h ook.
Press the Quit key to end an active
application. Pressing the Quit key does not
affect the status of calls currently on your
telephone.
The Expand to PC key is a fixed key
reserved for future development.
The Outbox/Shift key is a fixed key that is
reserved for future development.
Telephone display
The IP Phone 2002 has three display areas:
• The upper display area provides labels for the four user-defined
feature keys.
• The middle display area contains single-line information for items
such as caller number, caller name, feature prompt string, userentered digits, date and time information, and telephone information.
Because the IP Phone 2002 only has a single-line information display
area, you are prompted to scroll through any ad d itio na l lines of
information. For example, during an incoming ca ll, only the Directory
Number (DN) appears if the caller name is greater than 10
characters. Press the DN key with the flashing arrow for the caller
name to appear.
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About the Phone
• The lower display area provides soft key label information.
Figure 3: IP Phone LCD screen
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