Nortel 2050 User Manual

Title page

Nortel Networks Communication Server 1000

IP Softphone 2050

Call Center User Guide

Revision history

September 2004

Standard 3.00. This document is up-issued for Communication
Server 1000 Release 4.0.

October 2003

Standard 2.00. This document is up-issued to support
Succession 3.0 Software.

September 2002

Standard 1.00. This document is issued to support Meridian 1
Release 25.40 and Succession Communication Server for
Enterprise 1000, Release 2.0.

Revision history

3

Revision history

4

Contents

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Enhanced Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . 9

Standard Call Control window . . . . . . . . . . . . . . . . . . . . . . . . 22

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 28

Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Login with Agent ID and Multiple Queue Assignments . . . . . . 29

Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 36

Contacting your Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

5

Contents

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

6

Overview

Overview

The IP Softphone 2050 turns your computer into a telephone. To make a
call, you dial with your keyboard or mouse. To answer a call, you simply
click a button. Instead of holding a telephone receiver to hear and speak
to callers, you wear a headset.

Designed to work with IP-based phone systems, the IP Softphone 2050
provides Voice Over IP (VoIP) services using a telephony server and your
company’s Local Area Network (LAN).

The server that supports your IP Softphone 2050 determines what
features you can receive. For example, your server might provide
Conference, Call Transfer, and Call Forward.

Features

The IP Softphone 2050 supports the following features:

• twelve programmable feature keys: six Programmable Line (DN)/
Feature Keys (self-labeled) and six lines/features accessed by
pressing the shift key

• four soft keys (self-labeled) that provide access to ten features

• multi-field display

• directory capabilities that are stored locally on your PC or linked to
external directories such as LDAP, Microsoft Outlook, and ACT!
contact management software

• Personal Directory, Redial List, Callers List, and Password
Administration, maintained in a remote, central database

• one-click direct dialing from various windows and applications

• six specialized fixed keys:

— DN/ Feature Tray selection

— Directory

— Inbox (Message)

—Shift

7

Overview

— Services

— Expand to PC

• dedicated call processing keys

—Hold

— Goodbye

—Answer

—Volume

—Mute

—Navigation

— Message waiting

• end user-selectable ringer that enables the PC speakers or the
headset to ring for incoming calls

• macro functions for programming lengthy dialing patterns

Display

Figure 1 shows the IP Softphone 2050 display.

The IP Softphone 2050 has two display areas:

• The upper display area contains a three-line information display for
items such as party and set information.

• The lower display area provides soft key labels.

Figure 1: IP Softphone 2050 display

8

Call Control window

Call Control window

Basics

To open the Nortel Networks IP Softphone 2050 window, do the following:

1. Click Start.

2. Click Programs.

3. Click Nortel Networks IP Softphone 2050. The IP Softphone 2050
Enhanced Call Control window appears.

The Enhanced Call Control window is the default when you start the
IP Softphone 2050 for the first time.

The IP Softphone 2050 provides the Enhanced and Standard Call Control
window modes, a System Tray Interface, and a Local Directory.

To access the IP Softphone 2050 Standard Call Control window from the
Enhanced Call Control window:

1. Click File.

2. Click Select Skin.

3. Click Standard.

Enhanced Call Control window

To open the Enhanced Call Control window from the Standard Call
Control window, do the following:

1. Click Application menu.

2. Select Skin.

3. Select Enhanced. The Enhanced Call Control window appears.

9

Call Control window

The Enhanced Call Control window contains the following window
interfaces:

• Primary User Interface contains the main Call Window controls.

• Local Directory Quick Access Tray contains lists for local directory,
redial, and callers.

• Combo Tray contains a dial pad and DN/Features selections.

• DN/Feature Key Tray contains DN/Features selections.

• Number Pad Tray contains a dial pad for making calls.

Primary User Interface

The Primary User Interface is the default window mode for the Enhanced
Call Control window. See Figure 2 on page 11.

The Primary User Interface provides access to the following:

• the main controls for managing calls (see “Primary User Interface
controls” on page 12), including the Directory key that provides
access to Corporate Directory, Personal Directory, and Password
Administration

• the Services menu containing programmable features such as
language selection or date formatting (see “Network Services Menu”
on page 14)

• the Combo Tray (“Opening the Combo Tray” on page 19)

• the Number Pad Tray (see “Opening the Number Pad Tray” on
page 20)

• the DN/Feature Key Tray (see “Opening the DN Feature Key Tray” on
page 20)

10

Figure 2: Primary User Interface

Call Control window

Primary Interface

w/Trays Retracted

DN/Feature

Tray Selection

Navigation Keys

Hold

Tray Menu List

Network Directory

Local Directory

Quick Access

Application Menu

Inbox/

Messages

Message Lamp

Outbox/

Shift

Service

Minimize

Expand

Exit

Display Area

4 Soft Keys

Mute
Volume Control

Answer

Goodbye

Tray Display

Information

Help/About

Local Directory

Quick Access

Network

Services List

Quick

Details

Redial

List

Callers

List

Local

Directory

11

Call Control window

Primary User Interface controls

The following are descriptions of the main controls for managing calls.

Application Menu key The Application Menu key (top left-hand

corner of the display) provides access to the
Configuration Utility.

Consult your system administrator before
changing the configuration.

Message Lamp The Message Lamp displays a solid light to

indicate that a message is waiting; a flashing
light indicates an incoming call.

Minimize key The Minimize key minimizes the Call Control

window.

Exit key The Exit key closes the Call Control window

and leaves the IP Softphone 2050 running in
the background to receive calls.

Feature keys There are four soft-labeled feature keys:

Transfer for connecting calls to other

people, Conference for group calls,

Forward for forwarding calls to other people,

and More... to access additional features.

DN/Feature Tray

selection

Copy/Quit key The Copy key can be used to copy entries to

12

The DN/Feature Tray Selection key opens
the DN/Feature Key tray mode to access up
to 12 DNs or features (six feature keys
display and six additional features can be
accessed with the Shift key).

Personal Directory from Personal Directory,
from Corporate Directory, Redial List, or
Callers List to Personal Directory. The Quit
key is used to exit the Option menu.

Call Control window

Navigation keys The Navigation keys enable scrolling

through menus and lists in the display area.

Mute key The Mute key allows you to listen to the

receiving party without transmitting. Click the

Mute key to activate Mute. Click the Mute

key again to return to a two-way
conversation. The Mute key mutes your
Headset microphone.

Volume keys The Volume keys increase or decrease the

Headset volume.

Hold key The Hold key places an active call on hold.

The feature key label for the held line
displays a flashing icon to indicate the call
hold status. Return to the call by clicking the

DN key that corresponds to the feature key

for the line on hold.

Handsfree key The Answer key is used to answer and

make calls. Calls can also be answered or
made by clicking a DN key in the Lines or
Combo trays.

Goodbye key The Goodbye key terminates calls (only

applies to active calls).

13

Call Control window

Tray menu key The Tray menu key opens and closes the

displayed tray.

Network Services Menu

Use the Network Services menu to access features such as e-mail and
Network Directory lists. The Network Services menu is the default menu
view on the Primary User Interface. Figure 3 illustrates the Network
Services icons.

Figure 3: Network Services menu icons

The following are descriptions of the Network Services menu icons.

Tray Menu List key The Tray Menu List key scrolls through an

opened directory menu.

Network Directory key The Network Directory key is a fixed-

feature key that provides access to network
directory options.

Inbox (Message) key The Inbox (Message) key is a fixed-feature

key that provides access to voice messages.

Outbox (Shift) key The Shift key toggles between two feature

key displays.

14

Call Control window

Services key The Services key provides access to the

following features:

a. Telephone Options:

- Language

- Date/Time Format

- Ring type

- Call timer

- Set Information

b. Virtual Office Login and Virtual

Office Logout (if Virtual Office is
configured)

c. Test Local Mode and Resume Local

Mode (if Branch Office is configured)

Expand to PC key The Expand to PC key is not used in this

release.

Local Directory Quick

The Local Directory Quick Access key
opens the Local Directory Quick Access
menu.

Access key

Information/Help key The Information/Help key opens a help file

for the IP Softphone 2050.

15

Call Control window

Local Directory Quick Access menu

Use the Local Directory Quick Access menu to open lists in the Local
Directory. Figure 4 illustrates the icons available on the Local Directory
Quick Access bar.

Figure 4: Local Directory Quick Access icons

To open the Local Directory Quick Access menu do the following:

1. Open the Network Services menu from the Primary User interface.

2. Click the Local Directory Quick Access key on the right side of the
Network Services menu (see below).

Figure 5: Local Directory Quick Access key

The following are descriptions of the Local Directory Quick Access menu
icons.

Network Services key The Network Services key returns the view

to Network Services.

Quick Dials key The Quick Dials key opens the Quick Dials

directory.

Redial key The Redial key opens the Redial list.

16

Call Control window

Callers List key The Callers List key opens the Callers List.

Local Directory key The Local Directory (or Main directory) key

opens the Local Directory menu.

Hot keys

Within the Primary User Interface, the computer keyboard provides hot
keys for one press access to the following common features:

• answer (Enter)

• release (F12)

• hold (F5)

• soft keys/interactive keys (F1-F4)

• alphabetic keys map to numbers the same way as dial-pad mapping

• arrow keys map to navigation keys

• Alt-V pastes/inserts data to the interface (For example, you can copy
a phone number from Microsoft Outlook and paste it into the
Softphone interface.)

Local Directory Quick Access Tray

The Local Directory Quick Access Tray maintains quick dial, redial, and
callers lists. You can view up to ten items in a list at one time. See
Figure 6.

17

Call Control window

Figure 6: Local Directory Quick Access Tray

Opening the Local Directory Quick Access Tray

To open the Local Directory Quick Access Tray, do one of the following:

1. From the Primary User Interface window, open the Local Directory
Quick Access Tray.

a. Select the Network Services menu.

b. Click the Local Directory Quick Access key.

c. Click the Local Directory key.

2. Click the System Tray icon on your computer’s Shortcut bar to open
the System Tray Interface.

3. Click Local Directory to launch the Local Directory Quick Access
tray.

Combo Tray

The Combo Tray contains the Primary User Interface controls plus a key
pad and DN/Feature selections. See Figure 7.

18

Opening the Combo Tray

To open the Combo tray do the following:

1. Click the Application Menu icon.

2. Select Trays.

3. Select Combo.

Figure 7: Combo Tray

Call Control window

Click the InCalls key to log in and answer
incoming call center calls. See Figure 7.

Number Pad Tray

The Number Pad Tray contains the Primary User Interface controls plus a
key pad (see Figure 8). The numeric key pad mimics a regular phone’s
dialpad.

19

Call Control window

Opening the Number Pad Tray

To open the Number Pad Tray, do the following:

1. Click Application menu.

2. Select Trays.

3. Select Number Pad.

Figure 8: Number Pad Tray

DN/Feature Key Tray

The DN/Feature Key Tray contains the Primary User Interface controls
plus six feature keys. See Figure 9. You can access an additional six
features are accessed with the Shift key.

Opening the DN Feature Key Tray

To open the DN Feature Key Tray, do the following:

1. Click Application menu.

2. Select Trays.

3. Select DN Feature Key.

20

Figure 9: DN Feature Key Tray

Click the InCalls key to log in and answer
incoming call center calls. See Figure 9.

Call Control window

21

Call Control window

Standard Call Control window

The Standard Call Control window can be selected from the Application
Menu. It contains the main features of the Enhanced Call Control window
(see “Enhanced Call Control window” on page 9) but without a Network
Directory menu (see Figure 10).

Figure 10: Standard Call Control window

System Tray Interface

The System Tray Interface enables you to answer calls without opening
the Primary User Interface.

Opening the System Tray Interface

To open the System Tray Interface, do the following:

1. Select the shortcut menu toolbar on your PC.

2. Double-click the System Tray icon.

22

Figure 11: System Tray menu

Call Control window

The following are descriptions of the selections on the System tray menu:

• Exit: Closes and exits the IP Softphone 2050 application.

• Open: Opens the Primary User Interface.

• Local Directory: Opens the Local Directory Quick Access tray.

• Macro: Allows you to select a pre-recorded macro to play.

• Callers List: Opens a Callers fly-out list.

• Redial: Opens a Redial fly-out list.

• Quick Call: Opens a Quick dial fly-out list.

• Make Call: Opens a Make Call fly-out menu.

• Answer: Answers the incoming call.

• Hold: Places the active call on hold.

• Release: Terminates the active call.

• Line State icons: Displays the status of the line through changing
icon images.

23

Call Control window

The System Tray icon images change to reflect the call state. See
Figure 12.

Figure 12: System Tray icons

Local Directory Interface

The IP Softphone 2050 Directory Interface maintains the personal
directory for placing calls. The directory can be stored within the
IP Softphone 2050 application (by default in a local file named
Directory.mdb) or linked to external directories such as LDAP, Outlook,
Windows Address Book (WAB) and ACT!.

Entries are created, modified, and deleted in the local directory. Entries
from external directories, the redial list, and the caller lists can be copied
into the local directory. See Figure 13 on page 25.

Directory lists can be “filtered” in simple or complex ways to show, for
example, people whose last name starts with 'B' and work for “Nortel
Networks”.

24

Figure 13: Local Directory Interface

Opening the Local Directory Interface

Call Control window

To open the Local Directory Interface, do one of the following:

1. Click Application menu.

a. Click Local Directory.

b. Select Local Directory.

2. Click Application menu.

a. Click View.

b. Select Local Directory.

25

Call Control window

Directories

The Directory Interface contains customized
directories and lists located on the left side of
the window. See Figure 13.

Local Directory provides a shortcut that

returns to the Local Directory view.

Call Log consists of Redial List and Callers
List. These lists can also be viewed from the
Primary User Interface and the System Tray
Interface.

Integrated External Directories can consist of
Outlook, LDAP, WIndows Address Book
(WAB), and ACT!.

Directory entry management

The Directory Interface features management functions for entries
located on a toolbar above the display screen.

The New Contact key enables new contact
entries.

The Properties key enables information
changes for contact entries like e-mail,
address, and company information.

26

Call Control window

The Delete key enables the removal of a
contact entry.

The Find Contact key enables automatic
search and find of a contact entry.

The Filter key enables sorting of information
for a contact entry.

The Call Contact key enables the dialing of
a contact entry.

Personal Directory, Redial List, and Callers List

For information about the IP Line 4.0 features Personal Directory, Redial
List and Callers List, and Password Administration, and their operation,
see the IP Softphone 2050 and Mobile Voice Client 2050 User Guide.
These features are supported on CS 1000 Release 4.0 and use a
separate central database to store directory data, call log information,
and user profile options.

For further information about the IP Phone 2050, consult IP Phones:
Description, Installation, and Operation (553-3001-368).

27

Agent and Supervisor features

Agent and Supervisor features

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

• Agent Login

• Login with Agent ID and Multiple Queue Assignments

• Agent Logout

Agent Login

Use the Agent Login feature to enter an ACD queue. If an Agent ID is
assigned to you, the Display screen prompts you to enter a four-digit
code.

Click the InCalls key (see Figure 9 on
page 21).

28

If Enter Agent ID appears on the screen,
use the key pad to enter your Agent ID.

Click the # key (the phone goes into a
NotReady State).

Click the InCalls key to join the ACD queue
or click the NotReady key.

Agent and Supervisor features

Login with Agent ID and Multiple Queue Assignments

A Multiple Queue Assignment (MQA) login consists of entering a four-digit
Agent ID and up to five ACD DNs, with an option to add a Supervisor ID
and up to five Priority values.

Choose one of the following login methods:

• Agent ID and MQA Login Option

• Default Login

MQA login options

To enter ACD queues, use an Agent ID login with one of the following four
MQA login options.

• No Supervisor ID, No Priority

• Supervisor ID, No Priority

• No Supervisor ID, with Priority

• Supervisor ID, with Priority

Note: When a Supervisor logs in to accept ACD calls the system
prevents the supervisor from entering a Supervisor ID. This includes
logins where agents are required to enter a Supervisor ID.

Login Option entries

The login options require the following entries:

• a four-digit Agent ID

• a Supervisor ID (if your queue requires one)

• up to five ACD DNs and priority values (if priority values are being
used), terminated by ##.

29

Agent and Supervisor features

Logging In

Click the InCalls key.

After clicking the InCalls key, choose one of the following login options:

• No Supervisor ID, No Priority

• Supervisor ID, No Priority

• No Supervisor ID, With Priority

• Supervisor ID, With Priority

No Supervisor ID, No Priority

To login using the No Supervisor ID, No Priority option, use the key pad
to dial the following numbers in order:

1. Agent ID #

2. ACDDN1#

3. ACD DN 2 #

4. ACDDN3#

5. ACDDN4#

6. ACDDN5##

Supervisor ID, No Priority

To login using the Supervisor ID, No Priority option, use the key pad to
dial the following numbers in order:

1. Agent ID #

2. Supervisor ID #

3. ACDDN1#

4. ACDDN2#

5. ACDDN3#

6. ACDDN4#

7. ACDDN5##

30

Agent and Supervisor features

No Supervisor ID, With Priority

To login using the No Supervisor ID, With Priority option, use the key
pad to dial the following numbers in order:

1. Agent ID #

2. ACDDN1#

3. Priority 1 #

4. ACDDN2#

5. Priority 2 #

6. ACDDN3#

7. Priority 3 #

8. ACDDN4#

9. Priority 4 #

10. ACD DN 5 #

11. Priority 5 ##

Supervisor ID, With Priority:

To login using the Supervisor ID, With Priority option, use the key pad
to dial the following numbers in order:

1. Agent ID #

2. Supervisor ID #

3. ACDDN1#

4. Priority 1 #

5. ACDDN2#

6. Priority 2 #

7. ACDDN3#

8. Priority 3 #

9. ACDDN4#

10. Priority 4 #

11. ACD DN 5 #

31

Agent and Supervisor features

12. Priority 5 ##

Click the InCalls Key or the NotReady Key to enter the ACD queue.

Note: To choose the default Priority or Supervisor ID, enter #
instead of a Priority entry or a Supervisor ID entry (the Priority or
Supervisor ID for your set is used).

Default Login

If you normally use the same telephone, use the Default Login once at the
beginning of a shift. The Default Login uses your previous shift’s login to
place you in the same ACD queues and with the same Supervisor.

Click the InCalls key. Enter Agent ID
appears on the screen.

Use the key pad to enter your Agent ID.

32

For Supervisor ID Required, click the # key
three times.

For Supervisor ID not Required, click the #
key twice.

To join the ACD queue, click the

InCalls key or the NotReady key.

Agent and Supervisor features

Agent Logout

You can log out of the system either completely or temporarily.

Logging out temporarily

Click the NotReady key to log out temporarily.

Logging out

Click the MakeSetBusy key to log out completely.

Note: If you click the MakeSetBusy key while on an ACD call,
you are logged out automatically when the call is finished.

33

Agent features

Agent features

The following sections describe features that are available to Agents:

• Answer ACD Calls

• Activity code

• Call forcing

• Emergency

•NotReady

• Answer or Make Non-ACD calls

• Contact your supervisor

Answering ACD calls

Use the InCalls key to answer the next queued ACD call on the
primary DN. The InCalls key is located in the lower right-hand corner of
the programmable line/feature keys (see Figure 9 on page 21).

Answering a call

When the indicator next to the InCalls key flashes, do one of the following
to answer the call:

• Click the InCalls key.

• Press the Enter key on your PC keyboard.

Note: The indicator remains lit while the call is active.

Terminating a call

To end a call, choose one of the following:

• Click the Goodbye key.

• Click the InCalls key

• Click the individual DN line key. (This removes you from the queue.)

34

.

Agent features

• Click the NotReady key (this removes you from the queue but keeps
you logged in as an agent position).

• Wait for the caller to terminate the call

• Press F12 on your PC’s keyboard.

.

Using Force Call

Use the Force Call feature to automatically connect an incoming
ACD call.

Note: Your system administrator sets the time interval for the period
between each incoming call.

When calls come in, a short tone indicates the new call. The InCalls
indicator lights continuously and the ACD call automatically goes to your
agent position.

To disconnect an active ACD call while Force Call (Auto Answer) is
active, click the InCalls key.

Using Activity Code

Use the Activity Code feature to record the type of activity you are
performing. If configured, activity codes can be entered while in the
NotReady state.

To record an activity, do the following:

1. When the Activity indicator flashes, click the Activity key.

2. Use the key pad to enter the activity code.

3. Click the Activity key again.

If performing multiple tasks, repeat steps 1 through 3.

35

Agent features

Using Emergency

Use the Emergency feature to contact your supervisor immediately in an
emergency situation. The Emergency indicator remains lit as long as the
feature is active.

To use the Emergency feature, do the following:

1. During an active call, click the Emergency key.

When the supervisor picks up, a three-way call commences with you,
the supervisor, and the caller.

2. Click the Emergency key again to transfer the caller to the supervisor
and terminate your access to the caller and supervisor.

Using NotReady

Use the NotReady feature to take your telephone out of the call queue
while completing post-call work. The NotReady indicator remains lit as
long as the feature is active.

To use the NotReady feature, do the following:

1. Click the NotReady key to temporarily log out of the system.

2. Click the NotReady or InCalls key to return to the queue.

Answering or making non-ACD calls

This Non-ACD calls feature enables you to use your individual line to
receive and place calls. The indicator remains lit while the call is active.

Placing a call

1. Click your individual DN key.

2. Use the key pad to dial the telephone number.

36

Agent features

Answering a call

When the indicator next to your individual DN key flashes, click the DN
key

. The indicator remains lit as long as the call remains active.

Contacting your Supervisor

Use the Supervisor feature to do the following:

• answer a call from your supervisor

• answer a call from your supervisor when on another call

• place a call to your supervisor

• conference in your supervisor when on another call

• transfer a call to your supervisor

Answering a call from your supervisor

When the indicator next to the Supervisor key flashes, click the

Supervisor key

.

The indicator remains lit as long as the call remains active.

Answering a call from your supervisor when on another call

When the indicator next to the Supervisor key flashes:

1. Click the Hold key to put the current call on hold.

2. Click the Supervisor key to speak to your supervisor.

3. Click the InCalls key to return to the active call.

37

Agent features

Placing a call to your supervisor when on another call

To place a call to your supervisor:

1. Click the Supervisor key. Calls are automatically put on hold when
you use the Supervisor key.

2. Click the InCall key to return to the current call.

Placing your supervisor in conference with a call in progress

To conference in your supervisor during a call in progress:

1. Click the Supervisor key to talk privately with your supervisor.

2. Click the Supervisor key again to activate a conference call including
you, your supervisor, and the current caller.

Transferring a call to your supervisor during a call in progress

To transfer a current call to your supervisor:

1. Click the Supervisor key.

2. When your supervisor answers, click the Supervisor key again.

3. Click the Goodbye key to terminate your access to the call.

38

Supervisor features

Supervisor features

This section describes the following features that are available to
Supervisors:

• Answer Agent

• Agent key

• Answer Emergency

• Call Agent

• Interflow

• Night Service

• Observe

• Display Agent Status

• Display Queue

Using Answer Agent

Use Answer Agent to receive calls from Agents in a non-emergency
situation. Your status changes to NotReady and the indicator remains lit
as long as the call is active.

To use the Answer Agent feature, do the following:

1. When the indicator next to the Answer Agent key flashes, click the

Answer Agent key

2. Click the Goodbye key to end the call.

.

Using Agent key

Use the Agent feature to connect, observe, or monitor the status of each
agent position. Each Agent key links to a particular agent position when
used with the Call Agent or Observe Agent keys.

To activate the Agent feature, click the Call Agent or Observe Agent key
and then click the Agent key

.

39

Supervisor features

Table 1 lists Agent’s status indications.

Tabl e 1: Agen t Status

Indicator Display Meaning

Off Agent is not logged in.

On Agent is logged in but is either NotReady or on

a call.

Slow Flashing Agent is waiting for an ACD call.

Fast Flashing Agent is on a non-ACD call.

Using Answer Emergency

Use the Answer Emergency feature to receive calls from agents in an
emergency situation. Your status changes to NotReady and the indicator
remains lit as long as the call is active.

To use the Answer Emergency feature, do the following:

1. When the indicator next to the Answer Emergency key flashes, click
the Answer Emergency key

Note: The Agent ID of the individual contacting you displays on your
telephone.

2. Click the Goodbye key to end the call.

.

Using Call Agent

Use the Call Agent feature to contact an Agent.

To use the Call Agent feature, do the following:

1. Click the Call Agent key

2. Click a selected Agent key or dial the agent’s Position ID.

3. Click the Goodbye key to end the call.

40

.

Supervisor features

Using Interflow

Use the Interflow feature to redirect calls when the backlog or wait time
exceeds a pre-defined threshold. The Interflow indicator flashes while the
feature is active.

To use the Interflow feature, do the following:

1. Click the Interflow key

2. Click the Interflow key again to deactivate the feature and resume
normal call flow.

.

Using Night Service

Use the Night Service feature to define how calls are handled outside of
business hours. When Night Service is active, the indicator lights
continuously and all new calls and calls already in the queue receive night
service.

Activating Night Service

To activate Night Service, do the following:

1. Click the Night key

2. Click the 6 key (N for Night) to go into Night Service.

Transitioning to Night Service

To transition into Night Service, do the following:

1. Click the Night key

.

.

2. Click the 8 key (T for Transition) to activate Transition mode.

Note: The Night Service indicator flashes. All calls in the queue
remain in the queue and new calls receive night service.

41

Supervisor features

Deactivating Night Service

To deactivate Night Service, do the following:

1. Click the Night key

2. Click the 3 key (D for Day) to resume Day mode.

Note: The Night Service indicator flashes, and new calls enter the
queue.

.

Using Observe

Use the Observe feature to monitor an agent in a call.

To active the Observe feature, do the following:

1. Click the Observe key.

2. Do one of the following:

— Click a selected Agent key.

— Dial the agent’s Position ID.

— Click the Call Agent key to talk to the agent you are monitoring.

3. Click the Observe key to terminate the observation

.

Using Display Agent Status

Use the Display Agent feature to view a summary of current status for all
agents that have an agent Position ID key assigned on the Supervisor’s
telephone. See Figure 14 on page 43.

Click the Display Agent key. The display summary information displays
for 12 seconds or until another feature key is clicked.

Agent positions in the NotReady state are counted as busy on either ACD
calls or non-ACD calls, as specified by your system administrator.

42

Figure 14: Display Agent Status

Supervisor features

Positions busy on
ACD calls

Positions waiting
for ACD calls

Vacant Agent
positions

Positions busy on
non-ACD calls

Using Display Queue

Use the Display Queue feature to view the status of the number of calls
waiting in the queue.

To activate Display Queue, click the Display Queue key

.

The queue’s status appears on your telephone display. See Figure 15 on
page 44.

43

Supervisor features

Figure 15: Display Queue

Calls Waiting

Length of time first
call has waited

Number of
manned positions

Calls time overflowed
into this queue

The indicator beside the Display Queue key gives a visual indication of
the number of calls in the ACD queue. Table 2 lists the four states for this
indicator.

Table 2: Display Queue indicators

Indicator Queue Status Meaning

Off Light There are few or no calls

waiting.

On Normal An acceptable number of

calls are waiting.

Slow Flashing Busy Calls are backing up in the

queue. Calls overflowing to
this queue are not being
accepted.

Fast Flashing Overloaded Too many calls in this queue.

New calls are being
overflowed to another queue.

44

Nortel Networks Communication Server 1000

IP Softphone 2050

Call Center User Guide

Copyright © 2004 Nortel Networks

All Rights Reserved

Information is subject to change without notice. Nortel Networks reserves
the right to make changes in design or components as progress in
engineering and manufacturing may warrant.

SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

Document Release: Standard 3.00

Date: September 2004

Produced in Canada

Internet address

http://www.nortelnetworks.com