Nortel 1140E User Manual

Title page

Nortel Communication Server 1000

IP Phone 1140E

Call Center User Guide

Revision history

June 2010

Standard 04.01. This document is up-issued to support Communication Server 1000 Release 7.0.

May 2009

Standard 03.01. This document is up-issued to support Communication Server 1000 Release 6.0.

April 2008

Standard 02.01. This document is up-issued to support Communication Server 1000 Release 5.5 for UNIStim 3.0.

May 2007

Standard 01.01. This document is up-issued to support CS 1000 Release 5.0. This document reflects the new document number.

Revision history

February 2006

Standard 3.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.

January 2006

Standard 2.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.

November 2005

Standard 1.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.

Revision history

About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 18

Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 18

Logging in with Agent ID (for Basic

ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 18

Logging in using Multiple Queue

Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 20

Logging in with an Agent ID and MQA login options . . . . 20

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Contents

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 26

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 28

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . 31

Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Contents

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

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

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

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

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

About the Nortel IP Phone 1140E

The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.

In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. Figure 1 shows self-labeled line/programmable feature keys and context-sensitive soft keys.

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

Basic features

Your IP Phone 1140E supports the following features:

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

• four context-sensitive soft keys

About the Nortel IP Phone 1140E

For information about the context-sensitive soft keys, see Features and Services Fundamentals - Book 2 of 6 (NN43001-106_B2).

Note: Some IP Phone 1140E phones are not configured to support

soft key functionality. Consult your system administrator.

• graphical, high-resolution LCD display, backlit, with adjustable contrast

• high-quality speaker phone

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

• six specialized feature keys:

—Quit

— Directory

— Message/Inbox

— Shift/Outbox

— Services

—Copy

• six call-processing fixed keys:

—Mute

— Handsfree

— Goodbye

— Expand

— Headset

—Hold

• gigabit Ethernet ports

• built-in gigabit Ethernet switch for shared PC access

• headset jack with an On/Off key

• USB port to support a keyboard or mouse. Powered downstream 1.1compliant USB hubs are supported, including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.

• automatic network configuration

• Graphical XAS

About the Nortel IP Phone 1140E

• hearing aid compatibility

• wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2)

• Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series (Expansion Module)

For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Series User Guide (NN43130-101).

Figure 2 shows the IP Phone 1140E.

Figure 2: IP Phone 1140E

About the Nortel IP Phone 1140E

Telephone controls

This section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key caps, for example, (Services).

Fwd

Context-sensitive soft keys are located

below the display area. The LCD label above

each key changes based on the active feature.

When a triangle appears before a soft key label, the feature is active.

Press the More key to access the next layer

of soft keys (self-labeled).

The keys on either side of the LCD display

area are self-labeled line/programmable

feature keys, with labels on the LCD. These

keys also function as line (DN) keys.

A steady LCD light beside a line (DN) key

indicates that the line is active. A flashing LCD indicates the line is on hold or the feature is being programmed.

Throughout this document, the ACD line key is indicated by the line number 2260. The ACD line number that appears on your phone can be a different number.

AutoAns Z

A steady LCD light beside a feature key indicates that the feature is active. A flashing LCD light indicates that the feature is being programmed.

About the Nortel IP Phone 1140E

(Volume +)

(Volume -)

(Mute)

Use the Volume control buttons to adjust the

volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and press the bottom button to decrease volume.

Your Mute key functionality is enabled or

disabled by your system administrator. Contact your system administrator to

determine if your Mute key is enabled. If your Mute key is enabled, press the Mute

key to listen to the receiving party without

transmitting your voice. Press the Mute key

again to return to two-way conversation.

If your Mute key is not enabled, pressing the

Mute key places the call on hold. Press the Mute key again to restore the active call or

press the line key to restore the active call. You cannot retrieve this call from hold by pressing the Hold key.

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

microphone is muted.

(Handsfree)

Press the Handsfree key to activate

handsfree.

Note: The Handsfree LED indicator, located on the Handsfree key, lights to

indicate when handsfree is active.

About the Nortel IP Phone 1140E

Use the Navigation keys to scroll through

menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements.

Use Up and Down to scroll up and down in lists, and the Left and Right keys to position

the cursor. In some dialog boxes that appear

on your phone, you can also use the Left and

Right keys to select editable fields; press the Right key to select the field below the current

selection, or the Left key to select the one

above.

Use the Enter key, at the center of the

Navigation key cluster, to confirm menu selections.

In most menus, you can use the Enter key instead of the Select soft key.

(Hold)

(Expand)

(Headset)

Press the Hold key to put an active call on hold. Press the Hold key again or tap the flashing line (DN) soft key to return to the

caller on hold.

Use the Expand key to access external

server applications.

Press the Headset key to answer a call using

the headset or to switch a call from the handset or handsfree to the headset.

The Headset LED indicator, located on the

Headset key, lights to indicate that the

headset is in use.

(Headset)

(Goodbye)

About the Nortel IP Phone 1140E

Press the Headset key twice to open the

Bluetooth Setup menu.

If Bluetooth wireless technology is not enabled on your phone, this menu is not available.

For information about installing a Bluetooth wireless technology headset, see the

IP Phone 1140E User Guide.

Use the Goodbye key to terminate an active

call.

When a message is waiting, or there is an

incoming call, the red Message

Waiting\Incoming Call Indicator LED at the

top 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.

(Copy)

When your IP Phone 1140E firmware is being

updated, the blue Feature Status Lamp

indicator flashes.

Note: To find out if additional features are

supported, contact your system administrator.

Press the Copy key to copy entries to your

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

About the Nortel IP Phone 1140E

Press the Quit/Stop key to exit an active

(Quit)

menu or dialog. Pressing the Quit/Stop key

does not affect the status of active calls.

Press the Shift/Outbox key to toggle

(Shift/Outbox)

between two feature key pages and to access an additional six lines/features.

Note: This function is not available on all

phones; consult your system administrator.

Press the Message/Inbox key to access your

(Msg/Inbox)

voice mailbox.

Note: This function is not available on all

phones; consult your system administrator.

Press the Directory key to access directory

(Directory)

services.

(Services)(Services)

About the Nortel IP Phone 1140E

Press the Services key to open the Services

menu, and use the navigation keys to access the following items:

• Telephone Options:

— Volume adjustment

— Contrast adjustment

— Language

— Date/Time

— Display diagnostics

— Local Dialpad Tone

— Set Info

— Diagnostics

— Call Log Options

— Ring type

— Call Timer

— On hook default path

— Change Feature Key Label

— Name Display Format

— LiveDialpad

— Caller ID display order

— Normal mode indication

About the Nortel IP Phone 1140E

• Password Admin:

(Services)

(continued)

— Station Control Password

The Password Admin menu is not

available on all IP Phone 1140E sets. Consult your system administrator.

• Display Network Diagnostics Utilities

Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.

• 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.

Press the Services key twice to access the

(Services)(Services)

Local Tools menu, and use the navigation keys to access the following items:

(Services)(Services)

• 1. Preferences

• 2. Local Diagnostics

• 3. Network Configuration

•4. Lock Menu

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

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