Nortel Networks 1165E User Manual

Title page

Nortel Communication Server 1000

IP Phone 1165E

Call Center User Guide

Revision history

April 2010

Standard 01.02. This document is up-issued to support Communication Server 1000 Release 5.5 and CS 1000 Release 6.0 with UNIStim 4.1.

October 2009

Standard 01.01. This document issued to support the IP Phone 1165E.

Revision history

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

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

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18

Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Station Control Password (SCPW) . . . . . . . . . . . . . . . . . 18

Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 21

Logging in with Agent ID (for Basic

ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 21

Logging in using Multiple Queue

Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 23

Logging in with an Agent ID and MQA login options . . . . 23

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Contents

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 29

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 31

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

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

Contents

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About the Nortel IP Phone 1165E

The IP Phone 1165E builds on the award-winning IP Phone 1100 Series industrial design and offers a beautiful high resolution color display which includes new graphical user interface elements that vastly improve the quality of the user experience. The IP Phone 1165E provides easy access to multiple lines and call processing features. It supports converged (voice and data) application s t hr ou gh Exte rn a l Applic atio n Server APIs to provide productivity enhancing applications and to enr ich user experience with advanced multimedia interaction. (see Note 1).

Users can fully experience the display capabilities by personalizing the background image of the IP Phone 1165E display, and loading digital pictures into the IP Phone to view a Digital Pictu re Slideshow when the IP Phone is idle. The audio experience is enhanced through engineered audio tuning, and supports wideband (see Note 2) with a newly-stylized handset that has been softly contoured for additional comfort when using the handset.

Note 1: This feature requires an External Application Server. Note 2: Wideband has dependencies on Nortel Communication

Platform support, including Communication Server 1000 and is minimum-release dependent.

Your Nortel IP Phone 1165E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) thro ug h an Ethe rne t connection.

For more information about the IP Phone 1165E, see the IP Phone 1165E User Guide (NN43101-102).

Basic features

Your IP Phone 1165E supports the following features:

• up to sixteen line/feature keys with indicators, using the Shift feature

• four soft keys to provide easy access to features and call control

• high resolution color display

About the Nortel IP Phone 1165E

• high-quality handsfree speakerphone

• wideband audio support for handset, headset, speaker, and handsfree microphone

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

• seven specialized feature keys —Quit — Directory — Message/Inbox — Shift/Outbox — Services —Copy — Expand

• five call-handling keys: —Mute — Handsfree — Goodbye — Headset —Hold

• two Gigabit Ethernet ports–for LAN and PC connections

• integrated headset support for wired and wireless options including USB and Bluetooth Wireless Technology

• IEEE 802.3af Class 2 PoE or local AC power options

• Hearing aid compatibility

• USB port for connecting USB mouse, USB keyboard, USB headset, USB flash drive and powered hubs

• USB access control (USB lock) that controls how the USB port on the IP Phone 1165E can be used

About the Nortel IP Phone 1165E

• support for Graphical External Application Server (GXAS) protocol that enables External Application Server APIs to provide feature functionality

• support for IP Phone 1100 Series Expansion Module to add keys

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

About the Nortel IP Phone 1165E

Telephone controls

Figure 1 on page 10 shows the IP Phone 1165E.

Figure 1: IP Phone 1165E

This section describes the controls on your IP Phone 1165E.

Context-sensitive soft keys are located

below the display area. The LCD label above each key changes based on the active feature. These keys are referred to as Soft

keys throughout this document.

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

About the Nortel IP Phone 1165E

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. These keys are referred to as Line/ feature keys throughout the remainder of this guide .

A steady LCD icon 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.

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

(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.

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, located on the Mute

key, flashes to indicate that the microphone is muted.

About the Nortel IP Phone 1165E

Press the Handsfree key to make or answer

(Handsfree)

a call using the two way speakerphone. The Handsfree LED indicator, located on the

Handsfree key, lights to indicate when

handsfree is active.

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

Use Up and Down to scroll up and down in lists.

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.

Press the Hold key to put an active call on hold. Tap the flashing line key to return to the

(Hold)

caller on hold.

(Expand)

(Headset)

Use the Expand key to access applications managed through an external server.

Note: This feature requires an Extern al Application Server.

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 1165E

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.

Use the Goodbye key to terminate an active call.

When a message is waiting, the red Visual

Alerter/Message Waiting indicator lights.

Also, when the ringer sounds, this indicator flashes.

When your IP Phone 1165E firmware is being updated, the blue Feature Status Lamp indicator flashes.

(Copy)

(Quit)

Note: To find out if additional features are supported for this lamp, contact your system administrator.

Press the Copy key to copy entries to your Personal Directory from other lists, such as the Caller List, Redial List, and Corporate Directory.

Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key does not affect the status of active calls.

About the Nortel IP Phone 1165E

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.

Press the Services key, and use the

(Services)(Services)

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 — LiveDial Pad

(Services)(Services)

Navigation keys

About the Nortel IP Phone 1165E

• Password Admin: — Station Control Password The Password Admin menu is not

available on all IP Phone 1165E sets. Consult your system administrator.

• Virtual Office Login and Virtual Office Logout (if Virtual Office is configured)

Press the Services ke y to exit from any menu or menu item.

Press the Services key twice to access the Local Tools menu, and then use the Left /

Right navigation keys to access the following

items:

• Preferences

• Diagnostics

• Configuration

• Locks

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.

Telephone display

The IP Phone 1165E has a 4.1 inch (diagonal measured) color QVGA TFT display, capable of displaying a QVGA 320 x 240 (H x W) image. The graphics controller supports 24 bit color (16 million colors).

The IP Phone 1165E has three display areas:

• The upper display area provides labels for the eight line feature key labels.

• The middle display area contains information for items such as caller number, caller name, Call Timer, feature prompt strings, user-entered digits, date and time information, and IP Phone information.

About the Nortel IP Phone 1165E

• The lower display area provides labels for the four soft keys.

Following figure shows the IP Phone 1165E display area, including the line/feature keys and soft keys.

Figure 2: IP Phone 1165E display area

Self-labeled line/programmable feature key labels appear beside the line keys, and context-sensitive soft key labels appear directly above the soft keys. Self-labeled means that the label next to the line/feature key is presented from the call server automatically if a feature is programmed, and can also be edited and changed by the user. Context-sensitive means that the labels that appear above the soft keys present the features that are available to the user at that time. The soft key labels change depending on the active feature or the state of the call.

Self-labeled line/programmable feature keys are referred to as line/ feature keys and context sensitive soft keys are referred to as soft keys throughout this document.

About the Nortel IP Phone 1165E

Figure 3 on page 17 shows an idle LCD screen.

Figure 3: IP Phone 1165E LCD display screen

USB support

The IP Phone 1165E has a USB port for connecting a USB keyboard, USB mouse, USB headset, and USB flash drive. The IP Phone 1165E supports powered downstream 1.1-compliant USB hubs, including USB

2.0 hubs, if they offer USB 1.1-backwards compliancy. There are two

levels of power for the USB port.

• When you power the IP Phone 1165E through Ethernet POE, the IP Phone 1165E provides up to 100 mA at 5 volts for the USB port.

• When you power the IP Phone 1165E through local AC powe r, the IP Phone 1165E provides up to 500 mA at 5 volts on the USB port.

Note: Current limiting can obstruct the working of complex devices such as USB keyboards with built-in hubs. If a hub is involved, use external power.

You can plug a USB flash drive into the USB Port of the IP Phone 1165E or on a powered hub connected to the IP Phone, and transfer file s to an d from the IP Phone.

+ 39 hidden pages