Nortel Networks 1000 User Manual 2

Title page

Nortel Communication Server 1000

IP Phone 2002

Call Center User Guide

Revision history

July 2006

Standard 5.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5. LOGOs and trademark information updated. Document feedback URL added to back page.

August 2005

Standard 4.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.5.

September 2004

Standard 3.00. This document is up-issued to support Nortel Networks Communication Server 1000 Release 4.0.

October 2003

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

Revision history

November 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

About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

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

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 15

Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Logging in with Agent ID and Multiple Queue Assignments . . 16

Using Agent ID and MQA login options . . . . . . . . . . . . . . 17

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Logging out an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Contents

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 25

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

About the Phone

The Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.

Note 1: All features are not available on all telephones. Consult your system administrator to verify the features that are available on your telephone.

Note 2: In this guide, programmable line (DN)/feature key labels display beside the key, and soft key labels display directly above the key. Figure 1 illustrates key labels.

Figure 1: Programmable line (DN)/feature key and soft key labels

Basic features

The IP Phone 2002 supports the following features:

• four programmable line (DN)/feature keys (self-labeled)

• four soft keys (self-labeled) providing access to a maximum of ten features

About the Phone

Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator.

• multi-field LCD display screen

• call timer to indicate the duration of each call

• speaker for on-hook dialing or on-hook listening

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

• six specialized fixed keys:

—Quit

— Directory

— Message (Inbox)

— Outbox/Shift (reserved for future development)

— Services

— Expand to PC

• four call processing fixed keys:

—Hold

— Goodbye

— Handsfree

—Mute

• shared LAN access with a PC

• headset jack with On/Off key

• automatic network configuration

• hearing-aid compatibility

Figure 2 illustrates the IP Phone 2002.

Figure 2: IP Phone 2002

About the Phone

Telephone controls

Note: Some IP Phone 2002 sets include optional key caps. Text in parenthesis indicates labels appearing on the key caps. For example, (Services)

Use the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume.

The InCalls key is the primary DN key.

About the Phone

(Goodbye)

(Hold)

Programmable line (DN)/feature keys are

extra DNs or feature keys used to access additional features.

A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD indicates that the line is on hold.

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

Use the Goodbye key to terminate an active call.

Press the Hold key to put an active call on hold. Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.

(Message)

Press the Message (Inbox) key to access your voice mailbox.

Use the Navigation keys to scroll through menus and lists on the LCD display screen.

(Services)

About the Phone

Press the Services key and use the navigation keys to access the following items:

• Telephone Options:

— Volume adjustment

— Contrast adjustment

— Language

— Date/Time

— OnHook Default Path

— Display diagnostics

— Local DialPad Tone

— Ring type

— Change feature key label

— Set Information

• Password Admin:

— Station Control Password

• Display Network Diagnostics Utilities

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

About the Phone

• 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)

Note 1: Press the Services key to exit from any menu or menu item.

•The Password Admin menu many not be available on your IP Phone 2002. Consult your system administrator.

Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset.

Press the Speaker key to activate handsfree. The speaker LED indicator lights to indicate when handsfree is active.

(Directory)

(Mute)

Press the Directory key to access directory services.

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 handsfree, handset, and headset microphones. The Mute LED indicator flashes when the Mute option is in use.

About the Phone

Soft keys (self-labeled) are located below

the display area. The LCD label above the key changes, based on the active feature.

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

Press the More.. key to access the next layer of Soft keys (self-labeled).

When a message is left for the user, the

Message Waiting Indicator flashes. Also,

this indicator flashes when the set ringer is ON.

(Quit)

Press the Quit key to end an active application. Pressing the Quit key does not affect the status of calls currently on your telephone.

The Expand to PC key is a fixed key reserved for future development.

The Outbox/Shift key is a fixed key that is reserved for future development.

About the Phone

Telephone display

The IP Phone 2002 has two display areas:

• The upper display area contains single-line information for items such as caller number, caller name, feature prompt string, user-entered digits, date and time information, and set information.

• The lower display area provides soft key label information.

Figure 3 shows an idle LCD display screen.

Figure 3: IP Phone LCD display screen

+ 30 hidden pages