Nortel Communication Server 1000
IP Softphone 2050
Call Center User Guide
Title page
Revision history
December 2007
Standard 02.01. This document is up-issued to support IP
Softphone 2050 Release 3.
May 2007
Standard 01.01. This document is issued to support
Communication Server 1000 Release 5.0. This document
contains information previously contain ed in the following legacy
document, now retired: IP Softphone 2050 Call Center User
Guide (NN-10300-053).
June 2006
Revision history
Standard 6.00. This document is up-issued to reflect additional
information about reserved keyboard keys.
March 2006
Standard 5.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5, for the IP Softphone
2050 Version 2.
August 2005
Standard 4.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
September 2004
Standard 3.00. This document is up-issued for Nortel
Communication Server 1000 Release 4.0.
October 2003
Standard 2.00. This document is up-issued to support
Succession 3.0 Software.
3
Revision history
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.
4
Revision history
5
Contents
Contents
IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 9
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Local Directory window . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Settings window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . 12
Expansion Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
i2050.exe application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
IP Softphone 2050 Call Control window . . . . . . . . . . . . . . . 14
Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call Control window elements and functions . . . . . . . . . . . . . 17
Hot keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Adding a hot key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Removing a Hot Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Local Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Opening a Local Directory from the Call Control window . 24
Directory entry management . . . . . . . . . . . . . . . . . . . . . . 24
CS 1000 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 27
Logging in without Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . 28
For basic ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Logging in with Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
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Contents
For Basic ACD or Contact Center Manager . . . . . . . . . . . 28
Logging in using Agent ID and Multiple Queue Assignments . 29
Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 29
Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 30
Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 30
Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 30
Logging in: Supervisor ID, With Priority: . . . . . . . . . . . . . 31
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Logging out temporarily . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Terminating a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 36
Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Answering a call from your supervisor . . . . . . . . . . . . . . . 36
Answering a call from your supervisor when on a call . . . 36
Placing a call to your supervisor when on a call . . . . . . . 37
Conferencing your supervisor to a call in progress . . . . . 37
Transferring a call to your supervisor . . . . . . . . . . . . . . . . 37
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
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Contents
Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Activating Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Transitioning to Night Service . . . . . . . . . . . . . . . . . . . . . 41
Deactivating Night Service . . . . . . . . . . . . . . . . . . . . . . . . 41
Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
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IP Softphone 2050 overview
IP Softphone 2050 overview
The IP Softphone 2050 is a business telephone application that you can
use to make and take calls over your computer. Using a headset or
handset connected to your PC, you control calls with the click of the
mouse pointer, from your PC keyboard, or from the USB Audio Adapter.
Designed to work with IP-based phone systems, the IP Softphone 2050
provides Voice over IP (VoIP) services using a telephon y server a nd your
Local Area Network (LAN) or Wide Area Network (WAN).
The server that supports your IP Softphone 2050 determines the features
you can access, such as Call Conference, Ca ll Trans fe r, an d
Call Forward.
Features
The IP Softphone 2050 supports the following features:
• Twelve user-defined featur e ke ys: six Prog ra mm a ble Li n e
(DN)/Feature Keys (self-labeled) and six lines/features acc es se d by
pressing the shift key
• Four soft keys that provide access to a maximum of 10 features
• Four-line display
• Directory capabilities stored locally on your PC or linked to external
directories, such as Lightweight Directory Access Protocol (LDAP),
Microsoft Outlook, and Windows Address Book (WAB) contact
management software
• CS 1000 Directory features (Personal Directory, Redial List, Callers
List, and Password Administration) stored on the application server
for systems running CS 1000 Release 4.0 or 4.5 software
• One-click direct dialing from various windows and applications
• Five specialized fixed keys:
— Directory
— Inbox (Message)
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IP Softphone 2050 overview
— Shift (Outbox)
— Services
— Expand
• Dedicated call processing keys:
—Hold
— Goodbye
—Answer
—Volume
—Mute
—Navigation
— Message Waiting
• User-selected ringer that lets the PC speakers or the headset ring for
incoming calls
• Choice of the following interfaces:
— 1100 series theme
— Compact black and silver themes
— Accessibility Interface for the visually impaired
• Programmable hot keys that allow single key access to userdefinable features
• Two input modes: Numeric and Alphabetic
• Supported languages include: Arabic, Chinese (Traditional and
Simplified), Czech, Danish, Dutch, English, Finnish, French, German,
Greek, Hebrew, Hungarian, Italian, Korean, Japanese, Latvian,
Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and
Turkish.
• Support for BlueTooth and standard USB headsets
• Expansion Module (EM)
• Drag and Drop dialing
• Macro functions available for programming long dialing patterns
• A check box for setting hook switch status
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IP Softphone 2050 overview
• Always-on-top option that keeps the Call Control window on top of a ll
other open applications
Components
The IP Softphone 2050 supports six main components:
• “Call Control window” on page 11
• “Local Directory window” on page 11
• “Settings window” on page 11
• “System tray icon and menu” on page 12
• “Expansion Module” on page 12
• “i2050.exe application” on page 12
Call Control window
The IP Softphone 2050 Call Control window displays the line keys,
feature buttons, and call display. Use this window to make and manage
your telephone calls. You also use this window to access both your Local
Directory and CS 1000 Directory features (Personal Directory, Redi al List,
Callers List, Application Server Administration, and Password
Administration).
For more information about the Call Control window, consult the IP
Softphone 2050 User Guide (NN43119-101)
Local Directory window
Use the Local Directory window to create, manage, and use a telephone
directory stored on your local computer and to access external
directories, such as LDAP, Outlook, and WAB.
For more information about the Local Directory window, consult the IP
Softphone 2050 User Guide (NN43119-101)
Settings window
Use the Settings window—a series of dialog boxes—to set up the various
IP Softphone 2050 features.
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IP Softphone 2050 overview
For more information about the Settings window, consult the IP Softp hone
2050 User Guide (NN43119-101).
System tray icon and menu
You can right-click the IP Softphone 2050 system tray icon—located at
the right side of the Windows taskbar at the bottom of your screen—to
make and manage calls.
Expansion Module
Use the Expansion Module (EM) to display the status of pre-progr ammed
lines for other IP Phones on the network.
For more information about the Expansion Module, consult the IP
Softphone 2050 User Guide (NN43119-101).
i2050.exe application
The i2050.exe application lets the IP Softphone 2050 communicate with
the server. It launches when you start the IP Softphone 2050 but remains
hidden in the background. To verify that the i2050.exe is running, open
the Windows Task Manager. To view the i2050.exe process, select
Processes. The process appears as long as the IP Softphone 2050 icon
appears in the system tray.
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IP Softphone 2050 overview
Display
IP Softphone 2050 themes (1100 series and compact) support two
display areas (shown in Figure 1 and Figure 2).
Figure 1: IP Softphone 2050—1100 theme display
Primary display
Soft keys
Figure 2: IP Softphone 2050—compact theme display
Primary display
Soft keys
The primary display area provides up to four lines of oper ating
information, such as Caller ID, server status, and so on.
The four soft keys provide access to server-definable features, such as
Transfer, Conference, and so on.
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IP Softphone 2050 Call Control window
IP Softphone 2050
Call Control window
The IP Softphone 2050 Call Control window supports the 1100 theme—
designed to look and feel like the desktop IP Phone 1100 series—as well
as an additional two compact themes, available in black and silver. The
IP Softphone 2050 also supports an Accessibility Interface for visually
impaired users.
To open the IP Softphone 2050 Call Control window:
1. From your desktop PC, select Start.
2. Select Programs.
3. Select Nortel > IP Softphone 2050 > IP Softphone 2050.
Accessibility Interface
To open the IP Softphone 2050 Accessibility Interface from the Call
Control window:
1. From your desktop PC, select Start > Programs > Nortel >
IP Softphone 2050 > IP Softphone 2050.
The Call Control window opens.
2. Click the Menu button.
3. Select File > Settings > Theme.
4. Select Accessibility Interface.
Note: If the IP Softphone 2050 is running, you must exit and rest art
for the change to the Accessibility Interface to take effect.
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IP Softphone 2050 Call Control window
Call Control window
The Call Control window (see Figure 3 below and Figure 4 on page 16)
includes the standard features that let you make and manage telephone
calls.
For information on the elements of the Call Control window, see Table 1
on page 17.
Figure 3: Call Control Window—1100 series theme
Menu button
Line keys
Navigation
arrows
Quit
Services
Copy
Volume up
Volume down
Mute
Speaker
Line keys
Display
Soft keys
Inbox/Messages
Outbox/Shift
Directory
Release
Expand
Answer
Hold
Dialpad
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