First Virtual Communications 1150E User Manual

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Nortel Communication Server 1000

IP Phone 1150E

User Guide

Revision history

May 2007

Standard 01.03. This document is up-issued to support Nortel Communication Server 1000 Release 5.0 software. This document was up-issued to 01.03 to reflect a change in technical content found in the regulatory section.

October 2006

Standard 01.02. This document is up-issued to support Nortel Communication Server 1000 Release 4.5 software. This document was up-issued to 01.02 to reflect a change in technical content found in the regulatory section.

October 2006

Standard 01.01. This document is up-issued to support Nortel Communication Server 1000 Release 4.5 software. This document was up-issued to 01.01 to reflect a change in technical content found in the regulatory section.

Revision history

About the Nortel IP Phone 1150E . . . . . . . . . . . . . . . . . . . . 11

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 22

Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Managing your Station Control Password (SCPW) . . . . . 23

Entering and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Entering text using the USB keyboard . . . . . . . . . . . . . . . . . . 26

Entering text using the telephone dialpad . . . . . . . . . . . . . . . 27

Editing text using the context-sensitive soft keys . . . . . . . . . . 27

Contents

Connecting the components . . . . . . . . . . . . . . . . . . . . . . . . 30

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Connecting the components of the phone . . . . . . . . . . . . . . . 31

Configuring Telephone Options . . . . . . . . . . . . . . . . . . . . . 36

Using the Telephone Options menu . . . . . . . . . . . . . . . . . . . . 37

Adjusting the volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Adjusting the display screen contrast . . . . . . . . . . . . . . . . 39

Selecting a language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Selecting date and time format . . . . . . . . . . . . . . . . . . . . 41

Accessing display diagnostics . . . . . . . . . . . . . . . . . . . . . 41

Choosing a local dialpad tone . . . . . . . . . . . . . . . . . . . . . 42

Viewing phone information . . . . . . . . . . . . . . . . . . . . . . . . 43

Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Selecting a headset type . . . . . . . . . . . . . . . . . . . . . . . . . 44

Configuring call log options . . . . . . . . . . . . . . . . . . . . . . . 45

Contents

Choosing a ring type . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Enabling or disabling Call Timer . . . . . . . . . . . . . . . . . . . 51

Setting the call indicator light . . . . . . . . . . . . . . . . . . . . . . 51

Changing feature key labels . . . . . . . . . . . . . . . . . . . . . . . 52

Configuring the name display format . . . . . . . . . . . . . . . . 54

To configure name display format: . . . . . . . . . . . . . . . . . . 54

Configuring Live Dialpad . . . . . . . . . . . . . . . . . . . . . . . . . 54

Using the Password Admin menu . . . . . . . . . . . . . . . . . . . . . 56

Call Center Agent/Supervisor Features . . . . . . . . . . . . . . . 59

Headset interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Agent login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Assignment (MQA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Default login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Agent logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Call Center Agent features . . . . . . . . . . . . . . . . . . . . . . . . . 64

Use Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Answer Call Center calls . . . . . . . . . . . . . . . . . . . . . . . . . 64

Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

The Emergency Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Activate Make Set Busy . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Making non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Contact your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Use Walkaway and Return from Walkaway . . . . . . . . . . . 69

Call Center Supervisor Features . . . . . . . . . . . . . . . . . . . . . 72

Agent Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Use the Supervisor Observe and Supervisor Headset Port

. 74

Contents

Observe Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

IP Phone 1150E non-ACD call features . . . . . . . . . . . . . . . 79

Make a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Using Predial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Using Auto Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using Ring Again . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Using Last Number Redial . . . . . . . . . . . . . . . . . . . . . . . . 83

Using Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Using System Speed Call . . . . . . . . . . . . . . . . . . . . . . . . 85

Using Hot Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Using Intercom calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

While on an active call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Using Timed Reminder Recall . . . . . . . . . . . . . . . . . . . . . . . . 90

Using Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Using Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Calling Party Number/Charge Account . . . . . . . . . . . . . . . . . . 93

Displaying incoming calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Tracing a Malicious call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Additional Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Using the buzz signal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Using Call Page Connect to make an announcement . . . . . . 96

Charging a call or charging a forced call . . . . . . . . . . . . . . . . 97

Using Enhanced Override . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Using Forced Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Contents

Override Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Using Privacy Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Using Radio Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Using Voice Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Using the Voice Messaging control screens . . . . . . . . . . . . . 106

Activate Automatic Answerback . . . . . . . . . . . . . . . . . . . . . . 108

Activate Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Use Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Forward calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Forward internal calls only . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Use Remote Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Secure your phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Set up a Conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Join a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Selectable Conferee Display and Disconnect . . . . . . . . . . . 118

Use Group Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Additional phone features . . . . . . . . . . . . . . . . . . . . . . . . . 122

Using the Personal Directory . . . . . . . . . . . . . . . . . . . . . . . . 122

Using the Callers List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Using the Redial List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Using Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Logging in to Virtual Office . . . . . . . . . . . . . . . . . . . . . . . 130

Using Virtual Office on your Remote phone . . . . . . . . . . 131

Using Virtual Office on your Office phone . . . . . . . . . . . 133

Logging out of Virtual Office . . . . . . . . . . . . . . . . . . . . . . 135

Troubleshooting Virtual Office . . . . . . . . . . . . . . . . . . . . 136

Using Media Gateway 1000B . . . . . . . . . . . . . . . . . . . . . . . . 138

Using Test Local Mode . . . . . . . . . . . . . . . . . . . . . . . . . 139

Using Resume Normal Mode . . . . . . . . . . . . . . . . . . . . . 139

Contents

Troubleshooting MG 1000B . . . . . . . . . . . . . . . . . . . . . . 140

Regulatory and safety information . . . . . . . . . . . . . . . . . . 141

DenAn regulatory notice for Japan . . . . . . . . . . . . . . . . . . . . 144

Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Contents

About the Nortel IP Phone 1150E

The Nortel IP Phone 1150E provides easy access to a wide range of business features. Your network administrator assigns features to your feature keys and provides you with passwords and other codes as required. The CS 1000 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

The IP Phone 1150E can be configured for either an Agent, or Supervisor. It is shipped in the Agent configuration, but can be modified to support the Supervisor configuration. Depending on your role, you will have been provided with one of the two configurations.

Note:

In this document,

Distribution phone (ACD)

Figure 1: Self-labeled line/programmable feature keys and contextsensitive soft keys

Call Center phone

are interchangeable terms for the 1150E.

and

Automatic Call

About the Nortel IP Phone 1150E

Basic features

The IP Phone 1150E supports the following features:

• six self-labeled line/programmable with labels and indicators

• four context-sensitive soft keys providing access to a maximum of nine features

Note:

Some IP Phone 1150E phones are not configured to support

soft key functionality. Contact your system administrator.

For information about context-sensitive soft keys, see

Release Communication Server Release 5.0

• graphical, high-resolution pixel-based display, backlit, with adjustable contrast

• volume control keys for adjusting ringer, speaker, and headset volume

• seven specialized feature keys:

—Copy

—Services

—Quit/Stop

— Message/Inbox

— Shift/Outbox

—Directory

— Feature (reserved for future use)

• seven dedicated Automatic Call Distribution (ACD) fixed keys for default Agent key configuration with an integrated LED (configured by your system administrator):

— Supervisor Talk/Listen

(NN43001-115).

New in This

— Emergency

— Supervisor

— Make Busy

— Not Ready

About the Nortel IP Phone 1150E

—In-Calls

— Activity

• eight dedicated ACD fixed keys for Supervisor key configuration with an integrated LED (configured by your system administrator):

— Supervisor Talk/Listen

— Display Agents

— Interflow

— Answer Emergency

— Answer Agent

—Call Agent

— Observe Agent

—In-Calls

• Call Duration Timer

• Corporate Directory

• Personal Directory

• Redial List

• Callers List

• Password Administration

• Virtual Office

• Branch Office

• integrated Gigabit Ethernet switch for shared PC access

— LAN Ethernet port

— PC Ethernet port

• Agent headset port

• Supervisor headset port

• USB port to support standard USB keyboard, mouse, or powered hub

Note:

Powered downstream 1.1-compliant USB hubs are supported,

including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.

About the Nortel IP Phone 1150E

• automatic network configuration

• Hearing Aid Compatibility (HAC) as per FCC Part 68

• wireless device support (Agent port, only) through Bluetooth®

1.2 compliant Audio Gateway Headset Profile)

• language support: English, French, Swedish, Danish, Norwegian, German, Dutch, Portuguese, Czech, Finnish, Hungarian, Italian, Polish, Spanish, Russian, Latvian, Turkish, and Katakana

Figure 2: IP Phone 1150E

About the Nortel IP Phone 1150E

Telephone controls

This section describes the controls on your IP Phone 1150E. In some geographic regions, the IP Phone 1150E is offered with key caps that have English text labels. Text in parentheses indicates labels appearing on the key caps, for example (Services).

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 context-sensitive soft keys (selflabeled).

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 icon 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.

A steady LCD icon 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 1150E

(Volume +)

(Volume -)

Use the Volume control buttons to adjust the volume of the ringer, headset, and speaker. Press the top button to increase the volume, and press the bottom button to decrease the volume.

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 keys to scroll up and down in lists, and the Left and Right keys to position the cursor. You can also use the Left and Right keys to select editable fields that appear on the phone. Press the Right key to select the field below the current position, or press the Left key to select the field above the current position.

Use the Send/Enter key, at the center of the Navigation key cluster, to confirm menu selections.

Note:

In most menus, you can use the

Send/Enter key instead of the Select

soft key.

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.

About the Nortel IP Phone 1150E

Feature key (reserved for future use)

Activity key (reserved for future use)

Use the Goodbye key to terminate an active call.

Press the Emergency key to join the supervisor into a call that you judge to be an emergency situation.

Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to headset microphones.

Note 1:

The Mute LED indicator, located on the Mute key, flashes to indicate that the microphone is muted.

Note 2:

The Supervisor key acts as a mute key for the Supervisor. It is active when flashing.

Press the Make Busy key to log out of the ACD queue and agent position.

Press the Not Ready key to exit the ACD queue without logging out.

Press the In-Calls key to answer incoming ACD calls.

About the Nortel IP Phone 1150E

When a message is waiting, the red Visual

Alerter/Message Waiting indicator flashes.

Also, this indicator flashes when the set ringer is on.

When a data-related message, such as an instant message, is received, the blue

Feature Status Lamp flashes. Also, this

indicator flashes when a contact has come online.

Note:

support and, therefore, is not available on all phones; consult your administrator.

Press the Copy Key to copy entries to your Personal Directory from other lists, such as the Caller List, Redial List, and Corporate Directory.

This function requires server

About the Nortel IP Phone 1150E

Press the Services key 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

— Headset Type

— Call Log Options

— Ring type

—Call Timer

— Call Indicator Light

— Change Feature Key Label

— Name Display Format

— Live Dialpad

Press the (Quit) key to exit an active menu or dialog. Pressing the Quit key does not affect the status of active calls.

Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features.

About the Nortel IP Phone 1150E

• Password Admin:

— Station Control Password

(continued)

Note:

not available on all IP Phone 1150E phones. Consult your system administrator.

• Display Network Diagnostics Utilities

Note:

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)

Press the Services key to exit from any menu or menu item.

The Password Admin menu is

Only your system administrator

Press the Services key twice to access the

Local Tools menu, and use the navigation

keys to access the following items:

• 1. Preferences

• 2. Local Diagnostics

• 3. Network Configuration

• 4. Lock Menu

Press the Services key to exit from any menu or menu item.

Note:

Your system administrator can establish a password for the Local Tools menu. If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password, contact your system administrator.

About the Nortel IP Phone 1150E

Press the Message/Inbox key to access your voice mailbox.

Note:

This function is not available on all phones; consult your system administrator.

The following telephone controls are IP Phone 1150E Supervisor phones only.

Press the Ans Emerg key to join the agent in an emergency situation call.

Press the Interflow key to forward calls to a predefined target queue when the call backlog, or the waiting time in the queue exceeds a set threshold.

Press the Ans Agent key to open the direct line between the Supervisor and the agent.

The Ans Agent key corresponds to the agent Supervisor key.

Press the Call Agent key to connect to an agent position.

Press the Obv Agent key to monitor activity on the agent phone.

About the Nortel IP Phone 1150E

Telephone display

Your IP Phone 1150E 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, Call Timer, feature prompt strings, user-entered digits, date and time information, and telephone information.

• The lower display area provides feature soft key label information.

Figure 3: IP Phone 1150E LCD screen

Call features and Flexible Feature Codes

Some features are not available on all telephones. Call features and Flexible Feature Codes (FFC) must be assigned to your telephone and supported by system software. Contact your system administrator to configure these features and codes on your telephone.

About the Nortel IP Phone 1150E

Security features

The following security features are available on your IP Phone 1150E:

• Using encrypted calling

• Managing your Station Control Password (SCPW)

Using encrypted calling

Your IP Phone 1150E supports secure communication using SRTP media encryption. If the feature is enabled, a security icon appears on the screen when your call is secured using SRTP media encryption. Contact your system administrator to find out if this feature is available for your use.

Managing your Station Control Password (SCPW)

Your Station Control Password (SCPW) enables the following security features:

• Electronic Lock to prevent others from making calls from your telephone

• password-protected telephone features (for example, Personal Directory, Redial List, and Callers List)

Your system administrator defines your initial SCPW. Contact your system administrator for detailed information.

To change your SCPW:

1. Press the Services key.

(Services)

2. Press the Up/Down keys to scroll and highlight Password Admin.

About the Nortel IP Phone 1150E

3. Press the Send/Enter key.

4. Use the dialpad to enter your password at the prompt.

5. Press the Up/Down keys to scroll and highlight New Password.

6. Press the Send/Enter key.

7. Use the dialpad to enter the new password.

Select

8. Press the Select soft key to accept the new password.

If you are locked out of your IP Phone 1150E, or if you forget your SCPW, contact your system administrator.

Note:

The default configuration for Password Protection is off.

To turn Password Protection on or off:

1. Press the Directory key.

(Directory)

About the Nortel IP Phone 1150E

2. Press the Up/Down navigation keys to scroll and highlight Change Protection

Mode.

3. Use the dialpad to enter your password (if Password Protection is enabled).

Enter

Yes No

Done

4. Press the Enter soft key.

5. Press the Up/Down navigation keys to scroll and highlight one of the following:

— Enable Password Protection

— Disable Password Protection

6. Choose one of the following contextsensitive soft keys:

— Yes to accept the selection

— No to return to the Directory menu

7. Press the Done soft key.

Entering and editing text

You can enter and edit text on your IP Phone 1150E using the following methods:

• “Entering text using the telephone dialpad” on page 27

• “Editing text using the context-sensitive soft keys” on page 27

The use of any of these methods for text entry or editing depends on the application. Table 1 shows the applications and input devices that you can use for text entry.

Table 1: Application text entry

For: Use:

Call Server-related applications (for example, changing feature key labels, adding personal directory entries, or dialing)

Graphical applications USB keyboard

Local Tools menu USB keyboard

Dialpad

USB keyboard for numeric entries only

Dialpad for numeric entries

Entering text using the USB keyboard

You can use the USB keyboard, when connected, to enter text in the tools and graphical applications.

For number entry in telephone applications (for example, when dialing), you can use the keyboard to enter digits (0–9), as well as * and #. Other characters are ignored.

Entering and editing text

When on a call, you can use the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) to control the telephone. Table 2 shows the function keys and their associated action during telephone calls.

Table 2: USB keyboard function keys during telephone calls

Function key Action

f1 Go to speaker mode

f2 Go to Headset mode

f3 Place the current call on hold

f4 Mute the current call

f5 Volume up

f6 Volume down

f7 Copy

f8 Quit

Entering text using the telephone dialpad

You can use the dialpad to enter text when you use features such as Personal Directory, Redial List, and Callers List. Use the dialpad in conjunction with the context-sensitive soft keys.

For example, if you want to enter the letter A, press the number 2 key once. If you want to enter the letter C, press the number 2 key three times. No letters are associated with the number 1 or the 0 keys.

Editing text using the context-sensitive soft keys

You can use context-sensitive soft keys to edit text when you use features such as Personal Directory, Redial List, and Callers List. Use the contextsensitive soft keys in conjunction with the dialpad.

Entering and editing text

To edit an entry in your Personal Directory, press the Directory key, and select the desired entry from your Personal Directory.

To edit text with the context-sensitive soft keys:

1. Press the Edit soft key.

2. Press the Left/Right navigation keys to move through the text.

3. Select the appropriate editing soft key for the operation you want to perform.

4. If the character you want is not visible, press the More... contextsensitive soft key to access the next layer of context-sensitive soft keys.

5. To add non-alphanumeric symbols, press the Symbol contextsensitive soft key, and perform the following:

a. Press the Up navigation key to access the symbols.

b. Press the Left/Right navigation keys to move to a specific

symbol.

c. Press the Choose soft key to select a symbol.

6. Press the Next soft key to submit your changes.

When you are editing text using the context-sensitive soft keys, various commands are available on the soft keys to help you, as described in Table 3.

Table 3: Editing context-sensitive soft key description (Part 1 of 2)

Soft key Description

Cancel Cancel an action.

Choose Select a non-alphanumeric symbol (available

only after the Symbol soft key is selected).

Clear Clear the input field.

Case Switch the next character to either uppercase or

lowercase.

Delete Backspace one character.

Entering and editing text

Table 3: Editing context-sensitive soft key description (Part 2 of 2)

Soft key Description

Done/Select/Enter Varies, depending on the state of your phone.

More.. Access additional context-sensitive soft keys.

Connecting the components

Figure 4 shows connections on the IP Phone 1150E.

Figure 4: IP Phone 1150E connections

Tilt lever button

Accessory Expansion module port*

PC Ethernet port

Agent headset port

Supervisor headset port

LAN Ethernet port

AC adapter port

USB port

WARNING *Ensure that the protective rubber cap on the IP Phone 1150E: Accessory Expansion Module port is in place when the port is not in use. Connecting anything other than the proper Accessory Expansion Module connector to this port can cause damage to the phone.

Connecting the components

Before you begin

CAUTION Damage to Equipment

Do not plug your IP Phone 1150E into a regular telephone jack. This results in severe damage to the IP Phone. Consult your system administrator to ensure that you plug your telephone into a 10/100BaseT Ethernet jack.

CAUTION

Your IP Phone 1150E is designed for use in an indoor environment only.

Connecting the components of the phone

WARNING Your IP Phone 1150E is shipped with the base locked in position. To avoid damaging your phone, press the wall-mount lever, located under the base, to release the stand and pull it away from the phone.

Connecting the components

1. Remove the stand cover. Pull upward on the center catch as indicated in Figure 5, and remove the stand cover. The cable routing tracks are now accessible.

Figure 5: Removing the stand

2. Connect the AC power adapter (optional). Connect the adapter to the AC adapter jack in the bottom of the phone. Form a small bend in the cable, and then thread the adapter cord through the channels in the stand.

WARNING

Use your IP Phone 1150E with the approved Nortel AC Adapter (model #N0089601) for this model of phone only.

Note 1:

Your IP Phone 1150E supports both AC power and Power over Ethernet options, including IEEE 802.3af Power Classification 3. To use local AC power, the optional AC adapter can be ordered

Connecting the components

separately. To use Power over Ethernet, where power is delivered over the CAT5 cable, the LAN must support Power over Ethernet, an AC adapter is not required.

Note 2:

You must use CAT5e (or later) cables if you want to use gigabit Ethernet.

3. Install the headset. Plug the connector into the RJ-9 headset jack marked with the symbol ) on the back of the phone, and thread the headset cord through the channels in the stand, so that the headset cord exits the channel marked with the symbol ).

4. Install the Ethernet cable. Connect one end of the supplied Ethernet cable to the back of your phone using the RJ-45 connector marked with the symbol %, and thread the network cable through the channel marked with the symbol %.

5. Install the Ethernet cable connecting the PC to the phone (optional). If you are connecting your PC Ethernet through the phone, connect one end of the PC Ethernet cable to your phone using the RJ-45 connector marked with the symbol (, and thread it through the channel marked with the symbol (. Connect the other end to the LAN connector on the back of your PC.

6. Install additional cables. If applicable, plug in optional USB devices. Connect the Ethernet cable to the LAN Ethernet connection. If you are using an AC power adapter, plug the adapter into an ACM outlet.

Connecting the components

Figure 6: Cable routing tracks

2 Rivet slots (Method B)

4 Wall-mount holes (Method A)

7. Wall-mount your phone (optional). Your IP Phone 1150E can be mounted either:

— using the mounting holes on the bottom of the phone stand

(Method A), or

— using a traditional-style wall-mount box with RJ-45 connector and

15-cm (6-inch) RJ-45 cord (not provided) (Method B).

Connecting the components

Complete steps 1-7, as needed, before you wall-mount your phone:

Method A: Press the wall-mount lever, and pull the phone away from the stand. Using the stand cover (the part you removed in step 1), mark the wall-mount holes by pressing the bottom of the stand cover firmly against the wall in the location where you want to install the phone. Four small pins on the bottom of the stand cover make marks on the wall. Use the marks as a guideline for installing the wall-mount screws (not provided). Install the screws so that they protrude 3 mm (1/8 inch) from the wall, and then install the phone stand mounting holes over the screw heads as indicated in Figure 6 (Method A). You may need to remove the phone from the wall to adjust the lower screws. When the lower screws are snug, install the phone on the mounting screws, and then tighten the top screws.

Method B: Attach the 15-cm (6-inch) CAT5e cable, position the stand over the mounting rivets, and slide the phone down the wall so that the rivets fit into the slots on the stand, indicated in Figure 6 (Method B).

8. Replace the stand cover. Ensure that all cables are neatly routed and press the stand cover into place until you hear a click.

9. Put the phone in the wall-mount position (optional). If you wallmounted your phone, put it in the wall-mount position by holding the Tilt lever and pressing the phone towards the base until the phone is parallel with the base. Release the Tilt lever and continue to push the phone towards the base until you hear a click. Ensure the phone is securely locked in position.

Configuring Telephone Options

The IP Phone 1150E allows you to customize certain characteristics. Screen prompts take you step-by-step through procedures to keep you informed on the status of various settings.

The IP Phone 1150E Services menu lists the following submenus:

• The Telephone Options menu enables you or your system administrator to configure phone preferences. The Telephone

Options menu offers the options shown in Figure 7.

•The Password Admin menu enables you or your system administrator to change the Station Control Password (SCPW).

•The

Virtual Office Login and Test Local Mode (for branch office)

menus are listed when an IP Phone 1150E Class of Service is configured for Virtual Office and branch office. For more information, see “Using Virtual Office” on page 129.

Note:

The Password Admin, Virtual Office Login, and Test Local

Mode menus are not available on all IP Phone 1150E phones.

Consult your system administrator.

Figure 7: Telephone Options menu

Volume adjustment

Contrast adjustment

Language

Date/Time

Display diagnostics

Local Dialpad Tone

Set Info

Diagnostics

Note:

When an option has a sublist, an ellipsis (...) appears after the

option.

Headset Type

Call Log Options

Ring Type

Call Timer

Call Indicator Light

Change Feature Key Label

Name Display Format

Live Dialpad

Configuring Telephone Options

Using the Telephone Options menu

Use the Telephone Options menu to access the following:

• “Adjusting the volume” on page 38

• “Adjusting the display screen contrast” on page 39

• “Selecting a language” on page 40

• “Selecting date and time format” on page 41

• “Accessing display diagnostics” on page 41

• “Choosing a local dialpad tone” on page 42

• “Viewing phone information” on page 43

• “Diagnostics” on page 43

• “Selecting a headset type” on page 44

• “Configuring call log options” on page 45

• “Choosing a ring type” on page 50

• “Enabling or disabling Call Timer” on page 51

• “Setting the call indicator light” on page 51

• “Changing feature key labels” on page 52

• “Configuring the name display format” on page 54

• “Configuring Live Dialpad” on page 54

To use the Telephone Options menu:

1. Press the Services key.

2. Press the Up/Down navigation keys to scroll and highlight Telephone Options.

Configuring Telephone Options

3. Press the Send/Enter key.

4. Press the Up/Down navigation keys

5. Press the Send/Enter key. The display

6. Choose one of the following:

Select Cancel

to scroll and highlight an option (for example, Language…).

provides information required to adjust your selection.

— Press the Select soft key to save

changes and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Adjusting the volume

To adjust the volume, press the Services key and select Telephone

Options, and select Volume adjustment...

To adjust the volume:

1. Press the Up/Down navigation keys to scroll and highlight one of the following:

— Headset talk

— Ringer

— Headset listen

—Buzzer

Down Up

Select Cancel

Configuring Telephone Options

2. Press the Send/Enter key.

3. To increase or decrease the volume, do one of the following:

— Press the Down and Up context-

sensitive soft keys.

— Press the Up/Down navigation keys.

4. Choose one of the following:

— Press the Select soft key to save the

volume level and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Adjusting the display screen contrast

To adjust the LCD screen contrast, press the Services key, select

Telephone Options, and select Contrast adjustment.

Note 1:

attached to your phone, adjusting the phone LCD screen contrast also adjusts the display screen contrast configuration for the Expansion Module.

Note 2:

Nortel recommends that you use the control in the Telephone

Options menu.

If you have an Expansion Module for the IP Phone 1150E

You can also adjust the contrast using the Local Tools menu;

Configuring Telephone Options

To adjust the display screen contrast:

1. To increase or decrease the display

Down Up

contrast level, choose one of the following:

— Press the Down and Up context-

sensitive soft keys.

— Press the Up/Down navigation keys.

2. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

changes and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Selecting a language

The display is available in multiple languages. To choose a language, press the Services key, select Telephone Options, and select

Language…

Note:

This language setting controls the language used by features on your phone only. To set the language used elsewhere on your phone, press Services twice, select Preferences, and select Language.

To select a language:

1. Press the Up/Down navigation keys to scroll and highlight the desired language (for example, German [Deutsche]).

Configuring Telephone Options

2. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

desired language and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Selecting date and time format

Several date and time formats are available. Formats are based on the 12-hour and 24-hour clocks. To select the date and time format, press the

Services key, select Telephone Options, and select Date/Time…

To select a date and time format:

1. Press the Up/Down navigation keys to scroll and highlight the desired format. Sample formats appear on the upperright side of the display area.

2. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

format and return to the Telephone

Options menu.

— Press the Cancel soft key to keep

existing configurations.

Accessing display diagnostics

The Display diagnostics option tests the phone display screen and indicator lights.To access Display diagnostics, press the Services key, select Telephone Options, and select Display diagnostics.

Configuring Telephone Options

To use Display diagnostics:

1. Press the Up/Down navigation keys to scroll through the list to view display capabilities.

Cancel

2. Press the Cancel soft key to return to the Telephone Options menu.

Choosing a local dialpad tone

The Local DialPad Tone option produces Dual-Tone Multi-Frequency (DTMF) sounds, a single tone, or no sound when you press a key on the dialpad. To choose a local dialpad tone, press the Services key, select

Telephone Options, and select Local DialPad Tone.

To choose a local dialpad tone:

1. Press the Up/Down navigation keys to scroll and highlight one of the following dialpad tones:

— None to disable all tones

— Short Click to enable a single tone

for all keys

— DTMF to turn on a separate DTMF

tone for each key

Select Cancel

2. Choose one of the following:

— Press the Select soft key to save the

tone selection and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Configuring Telephone Options

Viewing phone information

The Set Info option displays the following phone-specific information:

• IP address

• Hardware ID of the IP Phone

• Current firmware version

To view phone information, press the Services key, select Telephone

Options, and select Set Info.

To view phone information:

1. Press the Up/Down navigation keys to scroll through the list to view phone information.

Cancel

2. Press the Cancel soft key to return to the Telephone Options menu.

Diagnostics

The Diagnostics option displays the following phone-specific information:

• Diag Tools (Ping, do Route Traces)

• EtherStats (Speed, Auto Neg, CRC Errors, Collision)

• IP Stats (Packet Info)

• RUDP Stats (Message receive or transmit)

•QOS Stats

To view diagnostic information, press the Services key, select

Telephone Options, and select Diagnostics.

Configuring Telephone Options

To view diagnostic information:

1. Press the Up/Down navigation keys to scroll through the list of diagnostic information.

Cancel

2. Press the Cancel soft key to return to the Telephone Options menu.

Selecting a headset type

You can configure your IP Phone 1150E to select a headset type:

• Plantronics

• GN Netcom

• Nortel Networks handset

To select a headset type, press the Services key, select Telephone

Options, and select Headset Type.

To select a headset type:

1. Press the Up/Down navigation keys to scroll and highlight Headset Type.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight a headset type.

Configuring Telephone Options

4. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring call log options

Use the call log option to configure the following preferences:

• “Configuring the Callers List log” on page 45

• “Configuring New Call Indication” on page 46

• “Configuring Preferred Name Match” on page 47

• “Configuring Area Code Setup” on page 48

Configuring the Callers List log

You can configure the Callers List to log all incoming calls or only unanswered calls. The default configuration is Log all calls. To log only unanswered calls, press the Services key, select Telephone Options, and select Call Log Option.

To log only unanswered calls:

1. Press the Up/Down navigation keys to scroll and highlight the Log Mode option.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight Log unanswered

calls.

Configuring Telephone Options

4. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring New Call Indication

You can configure your IP Phone 1150E to display a message to indicate that a new incoming call was received. The default configuration is On. To configure new call indication, press the Services key, select Telephone

Options, and select Call Log Option.

To configure New Call Indication:

1. Press the Up/Down navigation keys to scroll and highlight the Log Mode option.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight New Call Indication.

4. Press the Send/Enter key.

5. Press the Up/Down navigation keys to scroll and highlight one of the following:

— New call indication off

— New call indication on

Configuring Telephone Options

6. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring Preferred Name Match

You can configure your IP Phone 1150E to display the name of the caller as defined in your Personal Directory. The default configuration is Off. To configure Preferred Name Match, press the Services key, select

Telephone Options, and select Call Log Option.

To configure Preferred Name Match:

1. Press the Up/Down navigation keys to scroll and highlight Preferred Name

Match.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight one of the following:

Select Cancel

— Preferred name match on

— Preferred name match off

4. Choose one of the following:

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring Telephone Options

Configuring Area Code Setup

Use the Area Code Setup menu to save up to three area codes. When an incoming call arrives with an area code that matches one of the three stored area codes, the incoming call number is reordered to display the phone number followed by the area code (as opposed to the area code followed by the phone number).

This reordering is also performed when you scroll through your Callers List. To configure area codes, press the Services key, select Telephone

Options, and select Call Log Option.

To configure default area codes (maximum of three):

1. Press the Up/Down navigation keys to scroll and highlight Area Code Setup.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight one of the following:

— Area Code # 1

— Area Code # 2

— Area Code # 3

4. Press the Send/Enter key.

5. Use the dialpad to enter the number at the prompt.

Configuring Telephone Options

6. Choose one of the following:

Select Cancel

To edit area code display:

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

the existing configurations.

1. Press the Up/Down navigation keys to scroll and highlight Area Code Setup.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight one of the following:

— Area Code # 1

— Area Code # 2

— Area Code # 3

4. Press the Send/Enter key.

5. Use the dialpad to edit the number.

Configuring Telephone Options

6. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Choosing a ring type

The Ring type… option configures the phone ring tone. To choose a ring type, press the Services key, select Telephone Options, and select

Ring type…

To select a ring type:

1. Press the Up/Down navigation keys to scroll and highlight one of the ring types.

Play

2. Press the Play soft key to sample the ring tone.

3. Choose one of the following:

Select

Stop

Cancel

— Press the Select soft key to save the

ring type and return to the

Telephone Options menu.

— Press the Stop soft key and use the

Up/Down navigation keys to select a

different ring type.

— Press the Cancel soft key to keep

existing configurations.

Configuring Telephone Options

Enabling or disabling Call Timer

The call timer measures how long you are on each call. To enable Call Timer, press the Services key, select Telephone Options, and select

Call Timer. When Call Timer is enabled, it is shown in the Date/Time area

of the display.

To enable or disable Call Timer:

1. Choose one of the following:

On Off

Select Cancel

— To turn on the call timer, press the

On soft key.

— To turn off the call timer, press the

Off soft key.

2. Choose one of the following:

— Press the Select soft key to save the

configuration and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

Setting the call indicator light

To select a headset type, press the Services key, select Telephone

Options, and select Call Indicator Light.

To turn the call indicator light on or off:

1. Press the Up/Down navigation keys to scroll and highlight Headset Type.

2. Press the Send/Enter key.

Configuring Telephone Options

3. Press the Up/Down navigation keys to

4. Choose one of the following:

scroll and highlight a headset type.

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Changing feature key labels

The Change feature key label option renames the label displayed next to each feature key or restores the default labels to the keys (collectively or individually). To rename feature key labels, press the Services key, select Telephone Options, and select Change feature key labels.

Note:

If a feature key is configured as an auto-dial key, the label does

not change if the auto-dial key configuration changes.

To rename the labels:

1. Press the Send/Enter key.

2493

2. Press the feature key that you are changing.

Note:

If you press a prime DN key, an

error message appears.

3. Enter the new information for the feature key label. To enter special characters, press the Up navigation key.

Configuring Telephone Options

4. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

changes and return to the

Telephone Options menu.

— Press the Cancel soft key to keep

existing configurations.

To restore the default labels:

To restore feature key labels, press the Services key, select Telephone

Options, and select Change feature key labels.

1. Press the Send/Enter key.

2. Use the Up/Down navigation keys to scroll and highlight one of the following:

a. Restore all key labels

— Press the Yes soft key to change all

feature keys to default values.

b. Restore one key label

— Press the Select soft key.

— Press the feature key.

— Press the Yes soft key to change the

selected feature key label to the default value.

Note:

When labels are changed to default values, you cannot undo the change. The label configurations must be reentered.

Configuring Telephone Options

Configuring the name display format

You can configure your IP Phone 1150E to display the name of the incoming calling party in the following formats:

• first name, last name

• last name, first name

To configure name display format, press the Services key, select

Telephone Options, and select Name Display Format.

To configure name display format:

1. Press the Up/Down navigation keys to scroll and highlight Name display

format.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight one of the following:

— first name, last name

— last name, first name

4. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring Live Dialpad

The Live Dialpad option activates the Primary DN key when you make a call by dialing a directory number on the dialpad without picking up the handset or pressing the handsfree key.first name, last name

Configuring Telephone Options

To configure Live Dialpad, press the Services key, select Telephone

Options, and select Live Dialpad.

To configure Live Dialpad:

1. Press the Up/Down navigation keys to scroll and highlight Live Dialpad.

2. Press the Send/Enter key.

3. Press the Up/Down navigation keys to scroll and highlight one of the following:

—On

—Off (default)

4. Choose one of the following:

Select Cancel

— Press the Select soft key to save the

configuration.

— Press the Cancel soft key to keep

existing configurations.

Configuring Telephone Options

Using the Password Admin menu

The Password Admin menu allows you to set or change your SCPW and to enable or disable Password Protection.

To change your SCPW:

1. Press the Services key.

2. Press the Up/Down keys to scroll and highlight Password Admin.

3. Press the Send/Enter key.

4. Use the dialpad to enter your password at the prompt.

5. Press the Up/Down keys to scroll and highlight New Password.

6. Press the Send/Enter key.

7. Use the dialpad to enter the new password.

Configuring Telephone Options

Select

8. Press the Select soft key to accept the new password.

Note:

If you are locked out of your IP Phone 1150E, or if you forget your SCPW, contact your system administrator.

Note:

The default configuration for Password Protection is

To turn Password Protection on or off:

1. Press the Directory key.

2. Press the Up/Down navigation keys to scroll and highlight Change Protection

Mode.

3. Use the dialpad to enter your password (if Password Protection is enabled).

off

Enter

4. Press the Send/Enter soft key.

5. Press the Up/Down navigation keys to scroll and highlight one of the following:

— Enable Password Protection

— Disable Password Protection

Configuring Telephone Options

6. Choose one of the following context-

Yes No

sensitive soft keys:

— Yes to accept the selection

— No to return to the Directory menu

Done

7. Press the Done soft key.

Call Center Agent/Supervisor Features

This section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor.

Headset interface

Note:

Refer to your distributor for recommended headset types for

use with the IP Phone 1150E.

Test your headset before using the phone to receive calls. In a noisy environment, an amplified headset is an option. Select Headset type in the Options list and choose Type 1, Type 2, or Amplified. When an amplified headset is used, there are two methods of volume control: the

Volume Control Bar on the phone and the volume control on the

headset amplifier. Adjust the phone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the headset volume control should have a higher setting than the phone volume control.

Agent login

To login as an agent:

1. Press the In-Calls Key.

2. Dial your Agent ID (if required).

3. Press either the In-Calls Key, or the Not

Ready Key to enter the ACD queue.

Call Center Agent/Supervisor Features

Login with Agent ID and Multiple Queue Assignment (MQA)

The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by up to five ACD DNs and priority values (if priority values are being used) terminated by ##.

To choose the default Priority or Supervisor ID, enter # instead of a Priority entry or a Supervisor ID entry. The Priority or Supervisor configured for your set will be used.

Note:

A Supervisor who is logging in to accept ACD calls will not be able to specify a Supervisor ID (even in the case where agents are required to enter one).

To login with Agent ID and MQA:

1. Press the In-Calls Key.

Call Center Agent/Supervisor Features

2. Select one of the following four login options:

Dial your Agent ID #

ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 ##

Dial your Agent ID,

Supervisor ID

ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 ##

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 # #

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 ##

To login with Supervisor ID and without Priority

To login without Supervisor ID and with Priority

To login with Supervisor ID and with Priority

3. Press either the In-Calls Key, or the Not Ready Key to enter the ACD queue.

Call Center Agent/Supervisor Features

To correct errors during the login procedure:

1. Dial 0# to correct the previous entry. The Supervisor ID, ACD DNs, and Priorities can be re-entered (see the example below).

Example

To re-enter ACD DN 1 without using Priority (press # 0 # to correct ACD DN

1):

Dial your Agent ID # Supervisor ID #

ACDDN1# 0 # ACD DN 1 # ACDDN2# ACD DN 3 # ACD DN 4 # ACDDN5##.

Default login

If you usually use the same phone, you do not need to repeat the entire login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervisor that the set had in the previous login.

To use the default login feature:

1. Press the In-Calls Key.

2. Dial your Agent ID # # # (if your queue

requires a Supervisor ID) or Dial your Agent ID # # (if a Supervisor ID is not required).

Note:

If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. Press In-

Calls, Not Ready, or Make Busy to

cancel display of Multiple Queues.

Agent logout

To logout:

Call Center Agent/Supervisor Features

1. Press the Make Busy Key and disconnect the headset. The LED indicator lights steadily.

Note 1:

again, the LED indicator will turn off. At this point your phone can accept nonACD calls, but you are logged out of the queue.

Note 2:

while on an ACD call, you will be logged out automatically when the call is finished.

If you press the Make Busy Key

Call Center Agent features

This section explains the features that are available to ACD agent positions.

Use Activity Code

This feature allows you to record the type of activity you are performing. On the Meridian 1, use the Activity Key and activity codes.The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls.

To capture activities:

1. Press the Activity key.

2. Dial the Activity Code that corresponds to the activity being performed.

3. Press the Activity key again.

Repeat these steps if performing multiple tasks.

Answer Call Center calls

The In-Calls Key is the lower right key on your IP Phone 1150E and is the main ACD extension (Primary DN). It allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Goodbye Key or press the

In-Calls Key a second time.

To make outgoing calls and accept non-ACD calls, your network administrator must configure one or more non-ACD DNs (Individual DNs) to your IP Phone 1150E.

Call Center Agent features

Note:

If you have the handset option and you pick up the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.

The phone rings and the In-Calls indicator flashes:

1. Press the In-Calls Key. The caller is connected and the indicator lights continuously.

To end an ACD call:

1. Press the In-Calls Key. The caller is disconnected and the indicator light turns off.

Press the Goodbye Key.

Wait for the caller to terminate the call.

Call Forcing

The Call Forcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key.

When Call Forcing is on, you have a time interval between each incoming call that is defined by your network administrator. After the time interval is up, you hear a tone and Call Forcing automatically connects you with the incoming caller. You will hear a short tone and then the call automatically gets routed to your station. The In-Calls indicator lights continuously during the call.

Note:

Pressing the In-Calls Key with Call Forcing (Auto Answer) on,

disconnects an active ACD call.

Call Center Agent features

The Emergency Key

When you have an emergency situation:

1. Press the Emergency Key. The indicator flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference.

Note:

The display shows information

about the call. Before you press the

Emergency Key, write down this

information for future reference.

Use Not Ready

Use the Not Ready Key, when performing post-call work.

To be taken out of the queue:

1. Press the Not Ready Key. This takes

To be placed back in the queue:

1. Press the Not Ready Key or the

you out of the queue.

In-Calls Key.

Note:

If you Press the In-Calls Key during an ACD call, the call is disconnected.

Call Center Agent features

Activate Make Set Busy

Make Set Busy allows you to make your phone appear busy to all callers.

To activate Make Set Busy:

1. Press the Make Busy Key.

To deactivate Make Set Busy:

1. Press the Make Busy Key a second time.

Making non-ACD calls

An Individual DN allows you to make outgoing calls and to receive nonACD incoming calls. If you do not have an active call when the LCD indicator flashes, you can press the corresponding Individual DN Key and answer the call.

To make a non-ACD call:

2637

1. Press an Individual DN Key.

2. Dial the number you want to call.

Call Center Agent features

To answer a non-ACD call:

2637

1. Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller.

Contact your supervisor

To answer your supervisor when your phone rings and the Supervisor indicator flashes:

1. Press the Supervisor Key.

If you are on a call and hear a buzz and the Supervisor indicator flashes:

1. Press the Hold Key.

2. Press the Supervisor Key.

To call your supervisor:

To return to the ACD call:

1. Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold.

1. Press the In-Calls Key.

Call Center Agent features

To Conference your Supervisor during a call in progress:

1. Press the Supervisor Key. The caller is on hold and you can talk privately with your supervisor.

2. Press the Supervisor Key a second time to have a three-way conversation with the supervisor and the caller.

To Transfer to a supervisor, during a call in progress:

1. Press the Supervisor Key. The caller is on hold and you can talk privately with your supervisor.

2. Press the Supervisor Key again when the supervisor answers.

3. Press the Goodbye Key to disconnect from the call. The caller remains connected with your supervisor.

Use Walkaway and Return from Walkaway

Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state.

To use the Walkaway feature:

1. Press the Hold Key. The LCD indicator beside the In-Calls extension flashes.

Call Center Agent features

2. Disconnect the headset before you leave.

Note:

Some headsets have a quick disconnect feature. You can do a quick disconnect instead of disconnecting the headset.

To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):

1. Press the Not Ready Key.

2. Press the Hold Key.

3. Disconnect the headset.

To return from Walkaway:

1. Connect the headset.

Call Center Agent features

1. Press the key next to the flashing indicator.

Note 1:

If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode.

Note 2:

Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect for the handset.

Call Center Supervisor Features

In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's phone (except Supervisor).

Agent Keys

Agent Keys allow you to connect, observe, or monitor the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys. The following table shows the meaning of LCD indicator associated with an Agent Key.

Table 4: LCD status indicators

Indicator Agent Status

Off No agent logged in at this position

On Busy on an ACD call

Slow Flashing Waiting for an ACD call

Fast Flashing Busy on a non-ACD call

Call Center Supervisor Features

Answer Agent

When your phone rings and the Answer Agent indicator flashes:

1. Press the Answer Agent Key. Your position goes into Not Ready state and you are connected to the agent.

To disconnect an agent call:

1. Press the Goodbye Key.

Answer Emergency

When your phone buzzes and the Answer Emergency indicator flashes:

1. Press the Hold Key if you intend to return to the call in progress.

2. Press the Answer Emergency Key. Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call.

To disconnect from the emergency call:

1. Press the Goodbye Key.

Call Center Supervisor Features

Call Agent

To call an agent:

1. Press Call Agent Key, your position goes into the Not Ready state.

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To leave Call Agent state:

2. Press the Agent Key assigned to the agent

3. Dial the agent's position ID.

Note:

To talk to another agent repeat steps one and two or press the Agent Key for the next agent.

1. Press the Goodbye Key.

Use the Supervisor Observe and Supervisor Headset Port

The Supervisor Talk/Listen Key is located in the upper left corner of the IP Phone 1150E and has an associated LED.

A supervisor can listen in on an active call at an IP Phone 1150E by connecting the headset into the port near the Supervisor Talk/Listen Key on an agent’s phone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.

Call Center Supervisor Features

To use the Supervisor Talk/Listen feature:

1. Plug your headset into the agent phone.

To use the Supervisor Observe feature for a two way conversation:

1. Press the Supervisor Key. The LED lights continuously and the supervisor can participate in the conversation.

To mute the Supervisor headset:

1. Press the Supervisor Key a second time to put the supervisor headset on mute. The LED turns off.

Observe Agent

To observe an agent:

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1. Press the Observe Agent Key. Your position goes into Not Ready state.

2. Press the Agent Key.

3. Dial the agent's position ID. You can listen to the agent and caller's conversation.

Note:

To observe another agent, repeat

step two.

Call Center Supervisor Features

Note:

You cannot observe an agent if the agent's call is on hold or if

no calls are in progress.

To talk to an agent you are observing:

1. Press the Observe Agent Key.

You now have a conference with the agent and the caller.

To leave the Observe state:

1. Press the Goodbye Key.

Call Center Supervisor Features

Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.

To activate Interflow:

1. Press the Interflow Key.

The indicator flashes and excess calls are routed to the destination.

To stop Interflow:

1. Press the Interflow Key again.

Night Service

To enter Night Service:

Night

1. Press the Night Key and dial 6 (6=N for Night).

The indicator lights continuously. All calls in the queue and new calls receive Night Service.

Call Center Supervisor Features

To transition to Night Service:

Night

To exit Night Service:

Night

1. Press the Night Key and dial 8 (8=T for Transition).

The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.

1. Press the Night Key and dial 3 (3=D for Day).

The indicator flashes. New calls enter the queue.

IP Phone 1150E non-ACD call features

This section describes non-ACD features commonly used for call processing. Your network administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you.

To access a feature, you press a Feature Key, or enter a Flexible Feature Code (FFC). Your network administrator supplies you with the Flexible Feature Codes for your system.

Note:

To use a feature described in this section, your system software must support the feature and the feature must be assigned to your phone. Check with your network administrator for more details.

Make a call

This section describes features that you can use when you make a call. There are several ways to make a call from your Nortel IP Phone 1150E. To make a call from your phone, use the features described in this chapter.

To make a call:

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1. Press an Individual Line (DN) Key.

IP Phone 1150E non-ACD call features

2. Dial the number.

Note:

If you are on a call on your Individual Line (DN) and your phone is not in Not Ready or Make Busy state, your call is automatically placed on hold when an ACD call rings your phone enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual Line (DN), you cannot put your ACD call on hold to answer the call on your Individual Line (DN).

Using Predial

The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number.

To use Predial:

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1. Dial the number.

Note 1:

long distance number, be sure that the appropriate access codes are included.

Note 2:

1.5 second pause in the dialing string.

2. Press an Individual Line (DN) Key to receive dial tone. The displayed predialed number is automatically dialed.

Note:

if the Live dial pad feature is active.

If you are calling an external or

Press the Pause Key to insert a

You cannot use the Predial feature

IP Phone 1150E non-ACD call features

Using Auto Dial

Auto Dial lets you dedicate a feature key to a specific phone number. When the Auto Dial Key is pressed, the number is dialed automatically.

To use Auto Dial:

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AutoDial

1. Press an Individual Line (DN) Key.

2. Press the associated Auto Dial Key.

Note:

automatically.

To display the Auto Dial number:

Display

AutoDial

To store an Auto Dial number:

AutoDial

1. Press the Display Key.

2. Press the configured Auto Dial Key. The number appears on the display.

1. Press the Auto Dial Key.

The number is dialed

2. Dial the number to be stored on the Auto Dial Key.

IP Phone 1150E non-ACD call features

AutoDial

3. Press the Auto Dial Key again. The number is stored on the key. To change the key label “AutoDial”, select Change feature key label from the Options

List menu. Please see “Changing

feature key labels” on page 52 for detailed instructions.

Using Ring Again

Use the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their phone. The feature notifies you when to redial your party. The Ring Again feature automatically redials the number.

To use Ring Again:

1. Dial a number and receive a busy tone or no answer.

RingAgn

2. Press the Ring Again Key. The screen displays Ring again is active.

To call a Ring Again party when you receive notification:

When the number you want to reach is available, or the person has reused their set, you hear the Ring Again tone.

2637

1. Press an Individual Line (DN) Key.

IP Phone 1150E non-ACD call features

RngCall

To cancel Ring Again before notification:

CanclRA

2. Press the Ring Call Key.

1. Press the Cancel Ring Again Key. The screen displays Ring Again is cancelled.

Using Last Number Redial

Last Number Redial allows you to automatically redial the last number you dialed. This feature must be enabled by your network administrator.

To use Last Number Redial:

2637

1. Press an Individual Line (DN) Key.

2. Press the Individual Line (DN) Key again. The last number you dialed is automatically redialed.

Using Speed Call

The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. Contact your network administrator to determine the capacity of your Speed Call list.

A phone designated as a Speed Call Controller can program or edit the Speed Call list. This feature must be enabled by your network administrator.

IP Phone 1150E non-ACD call features

To store or change a Speed Call number:

SpcCtrl

1. Press the Speed Call Controller Key. The screen displays Enter Code, then number.

2. Dial a one, two, or three digit code. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number. A dash is automatically inserted after the required number of digits have been entered.

3. Dial the associated phone number. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number.

Note 1:

Dial the access code (if required) followed by the internal, external, or long-distance phone number.

Note 2:

Press the Pause Key to insert a

1.5 second pause in the dialing string.

Done

To make a Speed Call:

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4. Press the Done Key to save the code and number.

1. Press an Individual Line (DN) Key.

IP Phone 1150E non-ACD call features

SpcCtrl

SpcUsr

2. Press the Speed Call Controller Key or the Speed Call User Key. The screen displays Enter code.

3. Dial the Speed Call code assigned to the phone number. The number is automatically dialed.

Using System Speed Call

System Speed Call allows you to make a call by dialing Speed Call codes which may override your phone’s class of service restrictions. The System Speed Call feature is set up on the system by your network administrator. It is a speed dial number that is common to many users, therefore it is set up on the system not on your individual phone.

To make a System Speed Call:

2637

SpcCtrl

SpcUsr

1. Press an Individual Line (DN) Key.

2. Press the System Speed Call

Controller key or the System Speed Call User Key, or enter the System

Speed Call User FFC.

IP Phone 1150E non-ACD call features

3. Dial the Speed Call code assigned to the phone number. The number is automatically dialed.

Using Hot Line

The network administrator can program a Hot Line Key that allows you to dial a specific number automatically. The network administrator can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is answered by a person and not by a voice mail box.

To use Hot Line:

HotLine

1. Press the Hot Line Key. The Hot Line Key automatically dials the number.

Note:

If your main DN is a Hot Line, the

Hot Line dials the number automatically.

Using Intercom calling

The Intercom feature connects a group of people together through an Intercom Key. You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group. The intercom group must be set up by your network administrator.

To make an Intercom call:

2637

Intercom

1. Press an Individual Line (DN) Key.

2. Press the Intercom Key.

IP Phone 1150E non-ACD call features

3. Dial the one or two digit code for the intercom group member you want to call.

To answer an Intercom call while on a line other than your Intercom group line:

1. Press the Hold Key to put the current call on hold.

Press the Goodbye Key to end the call.

Intercom

2. Press the Intercom Key and begin to speak.

Answering a call

When you receive an incoming call on an Individual Line (DN), your phone rings and the LCD indicator flashes.

To answer a call:

2637

1. Press the Individual Line (DN) Key beside the flashing LCD indicator.

Note:

If you have the handset option and you pick up the handset, you must also press the Individual Line (DN) Key, otherwise the handset is not operable. However, you may terminate a call by replacing the handset in the cradle.

IP Phone 1150E non-ACD call features

While on an active call

This section describes features that you can use while on an active call on an Individual Line (DN).

To place a call on Hold:

Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN). You can answer the second call and retain the original call by putting it on Hold.

1. Press the Hold Key. The LCD indicator flashes beside the line on hold.

To retrieve a call on hold:

2493

Note 1:

configured for your Meridian 1, the active call is automatically put on Hold when you answer the second call.

Note 2:

hold, if the Music on Hold feature is configured for your system.

1. Press the Individual Line (DN) Key beside the flashing LCD indicator.

If the Automatic Hold feature is

The caller hears music while on

IP Phone 1150E non-ACD call features

Transferring a call

Use the Transfer feature to redirect a call to a third party.

To use the Transfer feature:

Trans

Swap

Connect

To go back to the original call if the transfer is incomplete:

1. Press the Transfer Key. The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number.

2. Dial the number of the phone where the call is to be transferred.

3. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the transfer. The two callers are connected and your phone is ready to make or receive new calls.

1. Press the Goodbye key. The caller remains connected to the attendant.

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2. Press the Individual Line (DN) Key with the flashing icon to return to your original

call

IP Phone 1150E non-ACD call features

Using Timed Reminder Recall

Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered.

To use Timed Reminder Recall:

Trans

If the transferred call is not answered, your phone rings:

2493

Trans

1. Press the on hold.

2. Dial the number where you want to transfer the call.

3. Press the Transfer Key again.

Note:

recall timer stops.

1. Press the Individual Line (DN) Key beside the flashing LCD indicator.

2. Press the Transfer Key and repeat the transfer (to a different DN).

Note:

and they pick up the line while you are still on the line, press the Goodbye Key to complete the transfer. Check with your network administrator to determine the time interval of your recall timer.

Transfer Key. The call is put

If the transfer is complete, the

If you transfer a call to a person

IP Phone 1150E non-ACD call features

Using Attendant Recall

The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant.

To contact the attendant while on a call:

AttRecall

1. Press the Attendant Recall Key while on a call. Stay on the line until the attendant answers.

2. Press the Goodbye key. The caller remains connected to the attendant.

Using Call Park

The Call Park feature allows a call to be held temporarily and to be retrieved from any phone. You can park an incoming call and page the called party. When you use Call Park, you do not tie up a line. Your network administrator can set up a System Park where most calls are automatically parked.

If configured network-wide, Call Park can be used across networks.

To park a call on a System Park DN:

Park

1. Press the Park Key. The screen displays a System Park DN and asks for confirmation.

2. Press the OK Key. The call parks on the System Park DN.

IP Phone 1150E non-ACD call features

To park a call on a DN other than the System Park DN:

Park

To retrieve a parked call:

2493

1. Press the Park Key. The screen displays

Press OK to park call on 2190 (Where 2190 represents the default System Park

DN).

2. Dial the DN where you want to park the call. When you begin dialing, the screen displays Enter digits, then park. When you have completed dialing the call park DN, the screen displays Press OK to park call.

3. Press the OK Key. The call parks on the selected DN.

1. Press an Individual Line (DN) Key.

2. Dial the DN where you parked the call.

Note:

If a parked call is not retrieved within a specified period of time, it rings back to your phone or to the attendant. Check with your network administrator to determine your specified period of time.

IP Phone 1150E non-ACD call features

Calling Party Number/Charge Account

The Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an established call.

To record the calling party number or charge account number:

Charge

Account

EnterCallParty

1. Press the Charge Key. The screen displays Select Charge type.

2. Press the Account Key. The screen displays Enter account number.

Press the Calling Party Number Key. The screen displays Enter Calling party number.

3. Dial the charge account number or calling party number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

4. Press the OK Key to return to your call.

Displaying incoming calls

The Display Key allows you to be on an active call and display an incoming caller’s name and/or number, if not automatically displayed, without interfering with the call in progress.

IP Phone 1150E non-ACD call features

To view the name of a second caller while on a call in progress:

Display

2493

1. Press the Display Key.

2. Press the flashing Individual Line (DN) Key. The call waiting information appears on the display.

Note 1:

interfere with the call in progress.

Note 2:

combination with other feature keys to display information associated with the feature.

Use of the Display Key does not

You can use the Display Key in

Tracing a Malicious call

Malicious Call Trace provides a way for you to trace nuisance calls. The feature is available for both internal and external calls. When the key is pressed, your Directory Number and the phone number of the caller are recorded for access by your network administrator.

To use Call Trace while you are on a call:

CallTrace

1. Press the Call Trace Key.

IP Phone 1150E non-ACD call features

To use Call Trace if you do not have a Call Trace Key:

Trans

Conf

2493

1. Press the Transfer Key or the

Conference Key.

2. Dial the Malicious Call Trace FFC.

3. Press the Individual Line (DN) Key beside the flashing LCD indicator to return to the call.

Additional Call Features

Using the buzz signal

Buzz allows one person, whose phone is linked to another phone, to

signal the other phone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visitor, or a request.

To buzz the phone linked to yours:

Buzz

1. Press the Buzz Key. The phone linked to yours buzzes as long as you hold down the key.

Using Call Page Connect to make an announcement

Call Page allows you to make an announcement over the paging system.

To make a page call, dial the paging trunk access code.

Note:

When the Page Key is used on an attendant console it overrides the phones; the phones are disconnected and must reaccess the paging trunk.

To connect to the paging system:

2637

1. Press an Individual Line (DN) Key.

2. Dial the paging trunk access code. The connection to the paging system is complete.

Additional Call Features

3. Make your announcement.

To disconnect from the paging system:

1. Press the Goodbye key.

Charging a call or charging a forced call

Call Charge allows you to charge a call to a specific account. Forced Charge Account allows you to charge long-distance calls from a phone

restricted to local calls.

To charge or force charge a local or a long-distance call to an account before you dial:

2637

Account

1. Press an Individual Line (DN) Key.

2. Press the Account Key. The screen displays Enter account number.

3. Dial the charge account number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

4. Press the OK Key.

Additional Call Features

5. Dial the number.

To charge a call in progress:

Charge

1. Press the Charge Key. The screen displays Select Charge type.

Account

2. Press the Account Key. The screen displays Enter account number.

3. Dial the charge account number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

4. Press the OK Key. You return to your call.

To charge a call to an account when you transfer a call:

Trans

1. Press the Transfer Key. The call is placed on hold.

Account

2. Press the Account Key.

3. Dial charge account number. You receive dial tone.

Additional Call Features

4. Dial the number of the phone where the call is to be transferred.

Connect

5. Press the Connect Key when you hear the phone ring.

Note:

You can use the Swap Key to talk privately to the person at the transfer number before you press the Connect Key.

To charge a call to an account when you add someone to a conference call:

Conf

1. Press the Conference Key. The call is placed on hold.

Account

2. Press the Account Key.

3. Dial the charge account number. You receive dial tone.

Swap

Connect

4. Dial the number of the person you want to add to the conference.

5. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the conference.

Additional Call Features

Using Enhanced Override

Enhanced Override allows you to override an active call after you have

attempted a Forced Camp-on. Use Enhanced Override when you make either a simple call or a consultation call (i.e., place a call on hold and call another party).

To use Enhanced Override:

1. Dial a phone number and receive a busy signal.

Override

To end the connection:

2. Press the Override Key or enter the Override FFC to initiate a Forced Campon. If either of the persons on the call disconnects at this time, you receive an overflow (fast busy/engaged) signal.

3. Press the Override Key again or enter the Override FFC again. The other two persons on the call receive an override tone and a conference call is established between the three of you. If anyone disconnects, the other two persons will remain connected.

1. Press the Goodbye key.

100

First Virtual Communications 1150E User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Title page

Revision history

Contents

About the Nortel IP Phone 1150E

Basic features

Telephone controls

Telephone display

Call features and Flexible Feature Codes

Security features

Using encrypted calling

Managing your Station Control Password (SCPW)

Entering and editing text

Entering text using the USB keyboard

Entering text using the telephone dialpad

Editing text using the context-sensitive soft keys

Connecting the components

Before you begin

Connecting the components of the phone

Configuring Telephone Options

Using the Telephone Options menu

Adjusting the volume

Adjusting the display screen contrast

Selecting a language

Selecting date and time format

Accessing display diagnostics

Choosing a local dialpad tone

Viewing phone information

Diagnostics

Selecting a headset type

Configuring call log options

Choosing a ring type

Enabling or disabling Call Timer

Setting the call indicator light

Changing feature key labels

Configuring the name display format

To configure name display format:

Configuring Live Dialpad

Using the Password Admin menu

Call Center Agent/Supervisor Features

Headset interface

Agent login

Login with Agent ID and Multiple Queue Assignment (MQA)

Default login

Agent logout

Call Center Agent features

Use Activity Code

Answer Call Center calls

Call Forcing

The Emergency Key

Use Not Ready

Activate Make Set Busy

Making non-ACD calls

Contact your supervisor

Use Walkaway and Return from Walkaway

Call Center Supervisor Features

Agent Keys

Answer Agent

Answer Emergency

Call Agent

Use the Supervisor Observe and Supervisor Headset Port

Observe Agent

Interflow

Night Service

IP Phone 1150E non-ACD call features

Make a call

Using Predial

Using Auto Dial

Using Ring Again

Using Last Number Redial

Using Speed Call

Using System Speed Call

Using Hot Line

Using Intercom calling

Answering a call

While on an active call

Transferring a call