Avaya IP Phone 2004 Call Center User Guide

Title page

Nortel Communication Server 1000

IP Phone 2004

Call Center User Guide

Nortel Communication Server 1000

IP Phone 2004 Call Center User Guide

Release: 7.0 Publication: NN43117-100 Document revision: 03.01 Document release date: 04 June 2010

LEGAL NOTICE

While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED.

The information and/or products described in this document are subject to change without notice.

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

About the telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 16

Logging in as agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Logging in with Agent ID and Multiple Queue Assignments . . 17

Logging in with Agent ID and MQA login options . . . . . . . 18

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Logging out as agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Contents

Using Call Force . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 26

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . . 30

Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

IP Phone Key Expansion Module (KEM) . . . . . . . . . . . . . . . . 41

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

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 2004 Call Center User Guide (NN10300-051). This document contains updated content based on CR Q01130629-01. See “Placing or answering non-ACD calls” on page 26.

Revision history

July 2006

Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. LOGOs and trademark information was updated. URL for document feedback added to back page.

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 to support Nortel Communication Server 1000 Release 4.0.

Revision history

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 Nortel Communication Server 1000, Release

2.0.

About the telephone

The IP Phone 2004 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.

Note 1: All features are not available on some telephones. Consult

your system administrator to verify which features are available for your use.

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 shows key labels.

Figure 1: Programmable line (DN)/feature keys and soft key labels

About the telephone

Basic features

The IP Phone 2004 supports the following features:

• 12 programmable feature keys: six (physical) user-defined feature

key labels and six lines/features accessed by pressing the Shift key

• 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).

Note: Some IP Phone 2004 phones are not configured to support soft

key functionality. Consult your system administrator.

• multi-field LCD screen

• 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

— 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

Figure 2 shows the IP Phone 2004.

Figure 2: IP Phone 2004

About the telephone

Telephone controls

Note: Some IP Phone 2004 phones are shipped with optional key

caps installed. Text in parenthesis indicates labels appearing on the key caps. For example, (Services).

Use the Volume control bar to adjust the

volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume.

About the telephone

(Goodbye)

The green InCalls key is the primary DN key

located at the bottom right-side of the LCD screen.

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.

(Hold)

(Msg/Inbox)

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.

Press the Message (Inbox) key to access

your voice mailbox.

Use the Navigation keys to scroll through

menus and lists appearing on the LCD screen.

(Services)

About the telephone

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

• 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.

• 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)

About the telephone

(Shift)

Note: Press the Services key to exit

from any menu or menu item.

•The Password Admin menu many not

be available on your IP Phone 2004. 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.

Press the Outbox/Shift key to toggle

between two feature key pages and to access an additional six lines/features and an additional 24 lines on the Nortel IP Phone KEM.

(Directory)

Press the Directory key to access directory

services.

(Mute)

(Quit)

About the telephone

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.

Note: The Mute LED indicator, located on the Mute key, flashes to indicate that

the microphone is muted.

Press the Quit key to end an active application. Pressing the Quit key does not

affect the status of calls currently on your telephone.

Soft keys are located below the LCD

screen. 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.

About the telephone

When a message is waiting, or there is an

incoming call, the red Message Waiting\

Incoming Call Indicator LED at the top

center 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.

Use the Expand to PC key to access

external server applications such as XSA.

Press the Copy Key to copy entries to your

Personal Directory from other lists, such as the Callers List, Redial List, Corporate Directory, etc.

About the telephone

Telephone display

The IP Phone 2004 has three display areas:

• The upper display area provides line and feature key status.

• The middle display area contains single-line information for items such as caller number, caller name, feature prompt strings, userentered digits, date and time information, and telephone information.

• The lower display area provides feature key label information.

Figure 3 shows an idle LCD screen display.

Figure 3: IP Phone 2004 LCD screen

Agent and supervisor features

This section describes the following login features that are common to the Call Center Agent and Supervisor:

• “Logging in as agent” on page 16

• “Logging in with Agent ID and Multiple Queue Assignments” on page 17

• “Logging out as agent” on page 21

Logging in as agent

Use the Agent Login to enter 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.

1. Lift the handset.

2. Press the InCalls key.

3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID.

4. Press the # key. The telephone goes into a Not Ready state.

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