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IP Phone 2007 Call Center
User Guide
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Avaya IP Phone 2007 Call Center User Guide

Title page

Nortel Communication Server 1000
IP Phone 2007
Call Center User Guide

Revision history

June 2010
December 2009
May 2009
April 2008
Standard 02.01. This document is issued to support Nortel Communication Server 1000 Release 5.5 for UNIStim 3.0.
Revision history
May 2007
Standard 01.02. This document is issued to support Nortel Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Phone 2007 Call Center User Guide (NN10300-020). Graphics are also updated.
August 2005
Standard 2.00. This document is up-issued to support the Nortel Communication Server 1000 Release 4.5.
May 2005
Standard 1.00. This document is issued to support the IP Phone 2007 on Nortel Communication Server 1000 Release 4.0.
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Revision history
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Contents

About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
IP Phone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
IP Phone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Application area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Tools/Navigation area . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Touch panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Calibrate the touch panel . . . . . . . . . . . . . . . . . . . . . . . . . 17
Using the stylus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Cleaning the phone Screen . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Entering and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Entering text using the phone dialpad . . . . . . . . . . . . . . . . . . 18
Editing text using the soft keys . . . . . . . . . . . . . . . . . . . . . . . . 19
Contents
Entering text using the pop-up keyboard . . . . . . . . . . . . . . . . 19
Entering text using the USB keyboard . . . . . . . . . . . . . . . . . . 20
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 21
Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Login with Agent ID and Multiple Queue Assignments . . . . . . 22
Agent ID and MQA login options . . . . . . . . . . . . . . . . . . . 23
Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Answer ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Use Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Use Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Use Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
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Contents
Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31
Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . . 34
Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Use Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Use Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Use Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Use Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Use Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Use Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Display Agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Regulatory and safety information . . . . . . . . . . . . . . . . . . . 51
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
DenAn regulatory notice for Japan . . . . . . . . . . . . . . . . . . . . . 53
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
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About the IP Phone 2007

About the IP Phone 2007
The IP Phone 2007 brings a premier multimedia experience to the desktop IP Phone and offers color touch-screen that enables the presentation of a wide array of information and applications. It supports the services provided by Nortel Application Gateway 2000. The IP Phone 2007 display can present multimedia content to enhance your communications experience, including visual voicemail, broadcast alerts such as company news and emergency notifications, promotion of guest services within hospitality environments for revenue generation as well as other customized applications desired by the organization.
The Nortel IP Phone 2007 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.
The IP Phone 2007 provides all the functionality of the IP Phone 2004, using a graphical user interface (GUI). In addition, advanced text and graphic-based Web-centric applications are supported.
The IP Phone 2007 does not support the IP Phone Key Expansion Module (KEM).
Note: Not all features are available on all phone. Consult the system
administrator to verify which features are available.

Basic features

The IP Phone 2007 supports the following features:
• large, color, touch panel display screen
• high quality speaker phone.
• 12 programmable feature keys: six programmable line (DN)/feature keys and six lines/features accessed by pressing the Shift key
• four context-sensitive soft keys
• volume control bar for adjusting ringer, speaker, handset, and headset volume
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About the IP Phone 2007
• five call-processing fixed keys:
—Hold
— Goodbye
— Handsfree
—Mute
— Headset
• shared LAN access with a PC
• automatic network configuration
• hearing-aid compatibility
• Web-based applications support
• remote firmware download
• USB mouse and keyboard support or mouse
Note: For more information about context-sensitive soft keys, see New in This Release (NN43001-115) for Communication Server 1000
Release 6.0 . Consult your system administrator to verify if your IP Phone 2007 is configured to support soft key functionality.

IP Phone controls

Figure 1 on page 9 shows the IP Phone 2007.
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Figure 1: IP Phone 2007
About the IP Phone 2007
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.
Use the Goodbye key to terminate an active
call.
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 Navigation key to scroll through
menus and lists appearing on the LCD screen. The key rocks for up, down, left, and right movements.
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About the IP Phone 2007
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 LED next to the headset button flashes when the headset is in use.
Press the Handsfree key to activate
handsfree. The speaker LED indicator lights to indicate when handsfree is active.
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.
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Note: The Mute LED indicator, located on the Mute key, flashes to indicate that
the microphone is muted.
About the IP Phone 2007
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.
Context-Sensitive Soft keys are located on
either side of the navigation key. The LCD label above each key changes, based on the active feature. These keys are sometimes
referred to as Soft keys.

IP Phone Display

The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through an external application server.
The IP Phone 2007 window-based user interface has two display areas:
• Application area
• Tools/Navigation area
Figure 2 shows an idle display.
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About the IP Phone 2007
Figure 2: IP Phone 2007 display
Note: The display can differ from the above example.
To extend the life of the LCD panel, the panel goes dark (“sleeps”) after a configured period of time. For information about configuring the time
before the display sleeps, see the IP Phone 2007 User Guide (NN43118-
100).

Application area

The Application area provides:
• line and feature key status
• information items such as caller number, caller name, feature prompt strings, user-entered digits, date and time information (or call timer, if provisioned in the Telephone Options menu), and IP Phone information
• context-sensitive soft keys
• feature keys
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About the IP Phone 2007
Figure 3 shows the Application area and the feature area, the soft keys
can show either text or icons.
Figure 3: IP Phone 2007 Detailed in Application area
Table 1 shows the soft key text and icon equivalents. The text labels are
displayed by default and are changed using the Tools menu.
Your IP Phone 2007 displays different icons and text labels depending on the version of your IP Phone and the installed firmware, as shown in
Table 1.
Table 1: Feature key text and icon displays (Part 1 of 2)
IP Phone 2007 older version IP Phone 2007 newer version
Text display Icon display Text display Icon display
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About the IP Phone 2007
Table 1: Feature key text and icon displays (Part 2 of 2)
IP Phone 2007 older version IP Phone 2007 newer version
Text display Icon display Text display Icon display

Tools/Navigation area

The Tools/Navigation area provides controls for navigating between features and selecting tools. This area is visible and functional at all times unless you tap the keyboard icon. The pop-up keyboard occupies this portion of the screen.
Figure 4 on page 14 shows the Tools/Navigation area.
Figure 4: IP Phone 2007 Tools/Navigation area
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About the IP Phone 2007
The Tools/Navigation area has five main elements presented as touchable soft keys. The icons on the soft keys are different depending on the installed IP Phone software.
Tap this icon to determine which external applications are registered (for example, My CallPilot), and launch them by tapping on the
Applications
appropriate icon.
Tap this icon to access the Telephone screen.
Telephone
Tap this soft key to go to the primary external application, as configured by the administrator. The key displays the icon of the primary
Primary
application.
Application
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About the IP Phone 2007
Tools
Tap this icon to access the following tools used on the IP Phone 2007. You can be prompted to enter the Administration password.
• Network Configuration
• Local Diagnostics
• Touch Panel Setup
• Display Settings
• USB Devices
• Preferences
• Lock Menu
Note: Network Configuration, Local
Diagnostics, and TFTP Upgrade are for administrator use only.
Tap this icon to display a virtual keyboard (pop-up keyboard) for text entry.
Keyboard
The stylus or USB keyboard can be used to enter text in some of the applications. See
“Entering and editing text” on page 18 for
further information.

Touch panel

You perform point-and-click operations on your IP Phone 2007 using the touch panel. The touch panel is used with the graphical user interface (GUI) to present soft keys directly on the display. You can activate all Line/DN soft keys and feature soft keys by using the touch panel.
For important information about cleaning your touch-panel, see
“Cleaning the phone Screen” on page 17.
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About the IP Phone 2007

Calibrate the touch panel

You calibrate the touch panel through the Tools menu, where you can
fine-tune the touch panel. You are prompted to use the stylus to tap three
targets. For more information, see the IP Phone 2007 User Guide (NN43118-100).

Using the stylus

You operate the touch panel using a stylus or your finger. However, use of a stylus is recommended to avoid damage to the touch panel.

Cleaning the phone Screen

Hold the Goodbye key down and gently wipe the phone screen with a
soft, dry cloth.
CAUTION
Do not use any liquids or powders on the phone.
Using anything other than a soft, dry cloth can contaminate phone components and cause premature failure.
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Entering and editing text

Entering and editing text
You can enter and edit text on your IP Phone 2007 using the following methods:
• “Entering text using the phone dialpad” on page 18
• “Editing text using the soft keys” on page 19
• “Entering text using the pop-up keyboard” on page 19
• “Entering text using the USB keyboard” on page 20
The use of any of these methods for text entry depends on the applica­tion. Table 2 shows the applications and input devices that can be used for text entry:
Table 2: Application Text Entry
For: Use:
Call server related applications (for example, changing feature key labels, adding personal directory entries or for dialing)
Graphical applications Pop-up or USB keyboard
Tools menu Pop-up or USB keyboard
Dialpad
Pop-up or USB keyboard for numeric entries only
Dialpad for numeric and text entries

Entering text using the phone dialpad

You use the dialpad to enter text when using features such as programming an Autodial key.
For example, to enter the letter A, press the number 2 key once. To enter the letter C, press the number 2 key three times.
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