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

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

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

Contents

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

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

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

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

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

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

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

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.

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)

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

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

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).

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.

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