Nortel Networks NN10300-025 User Manual

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

Release: CICM 10.1 MR2 Document Revision: 04.01

www.nortel.com

NN10300-025

Carrier VoIP Release: CICM 10.1 MR2 Publication: NN10300-025 Document status: Standard Document release date: 24 April 2009

Printed in Canada, the United States of America, and the United Kingdom

LEGAL NOTICE

While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

Nortel, the Nortel logo, Business Made Simple and the Globemark are trademarks of Nortel.

All other trademarks are the property of their respective owners.

Contents

New in this release 7

Features 7

Other changes 7

Overview 9

IP Phone terminal description 10 Terminal display 12 Softkey functionality 13 ACD keys 14 Terminal indicators 14 USB keyboard 15 USB mouse 16

IP Phone 1150E menu systems 17

Logoff 17 Audio 17 Display 17 Feature 17 ACD Keys 18 Language 18 Time 19 User 19 History 19 Diagnostics 19 Upgrade 19 Menu hierarchy 20 How to use the navigation keys 20

Terminal features customization, POR 330579 7

Connecting the IP Phone to the LAN 21 Logging on 23

Logging on to the network 23 Logging on to the ACD queue 24

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Logging off 25

Logging off from the network 25 Logging off the ACD queue 25

Using a handset 27 Agent features 29

Using the Activity feature 29 Answering an ACD call 30 Ending an ACD call 30 Using the Emergency feature 31 Using the Not Ready feature 31 Using the Make Set Busy feature 32 Answering a call from the supervisor 32 Calling the supervisor 33 Using the Walkaway feature 33

Supervisor features 35

Agent Status Lamp 36 Using the Answer Agent feature 36 Answering an emergency 36 Calling an agent 37 Observing an agent 37 Using the Forced Agent Availability feature 38 Using the Talk/Listen feature 38 Using the Interflow feature 39 Using the Night Service feature 39 Viewing agent status 39 Viewing queue status 40 Display Queue status indicator 41

Making a non-ACD call 43

Making a call using predial 43 Editing a predialed number 43 Originating a call from the Inbox or Outbox 44

Answering non-ACD calls 45

Answering a call 45 Answering a second call 45

Ending a non-ACD call 47 While on a non-ACD call 49

Using call hold 49 Transferring a call 49 Using conference call 50

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Using the mute feature 50

Using call forward 53 Navigating the menu system 55

Navigating the main menu 55 Navigating the Audio menu 56 Navigating the Feature menu 56 Navigating the Time menu 57 Navigating the User menu 57

Using the Audio menu 59

Viewing and editing your audio profile 59 Changing the default volume 60 Resetting the default volume of the headset 60 Selecting a headset type 61 Selecting the dialpad feedback 61

Adjusting the contrast level of the display 63 Using the Feature menu 65

Using the Assign menu 65 Labeling a feature key 68 Using the Options menu 68

Viewing features assigned to the ACD keys 71 Selecting the language 73 Using the Time menu 75

Setting the time zone 75 Enabling Daylight Saving Time 75 Disabling Daylight Saving Time 76 Setting the time format 76 Setting the date format 77 Resetting the default time 78

Using the User menu 79

Viewing your user name 79 Viewing your login type 79 Viewing, disabling, or enabling the auto login feature 80 Changing your password 81

Testing the local mode 83 Performing a firmware upgrade 85 Using the directory 87

Adding or editing a directory entry 87 Deleting an entry from the directory 88

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Making a call using the directory 89

Using the Inbox 91

Accessing the Inbox 92 Viewing Inbox call information 92 Storing a number from the Inbox 93 Using the Inbox to make a call 93 Resetting the Inbox 94

Using the Outbox 95

Accessing the Outbox 95 Viewing Outbox call information 96 Storing a number from the Outbox 96 Using the Outbox to make a call 97 Resetting the Outbox 97

Configuring Bluetooth wireless headsets 99

Pairing a wireless headset with the IP Phone 99 Unpairing a wireless headset 101 Interaction with wired headsets 102 Switching between a wireless and a wired headset 102 Bluetooth headset feature activation 103

Using the dialpad to enter text 105 Using a keyboard with an IP Phone 107 Access code summary 109

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

New in this release

The following sections detail what is new in Nortel IP Phone 1150E User Guide (CICM), (NN10300-025) for this release.

•

“Features” (page 7)

•

“Other changes” (page 7)

Features

See the following sections for information about feature changes:

•

“Terminal features customization, POR 330579” (page 7)

Terminal features customization, POR 330579

•

This feature allows the message waiting indicator to emit different signals to indicate a missed call with no voice message, or a missed call with a voice message. For details, see “Terminal indicators” (page

14).

•

This feature makes it possible to dial a call by highlighting an entry in the Inbox/Outbox/Contact list and then pressing a DN key either on the main terminal or extension module, or by highlighting the entry and then pressing the Dial softkey. For details, see “Originating a call from

the Inbox or Outbox” (page 44).

•

Call Display now displays the name, as well as the number, of calls received.

Other changes

There are no other changes for this release.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

8 New in this release

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Overview

The IP Phone 1150E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection.

When you are logged on to the network, the keypad of the IP Phone operates in the same way as a standard M5216 Meridian Business Set (MBS) telephone. With the correct permissions, additional services and features can be accessed using the softkeys of the function display area. The four softkeys located below the display area can consist of a Menu softkey and three feature softkeys. The navigation keys can be used to select a particular menu option. The three feature softkeys can be configured by your system administrator to activate features provisioned on the line without having to use the dedicated feature key. The default Centrex features available on the softkeys are Transfer, Forward, and Conference. For more information, see “Softkey functionality” (page 13).

The IP Phone 1150E is an Automatic Call Distribution (ACD) phone designed primarily for call center agents. The administrator can configure the ACD keys so that the feature set required by a supervisor and the agent features, are on the same terminal. The administrator creates user profiles and assigns the ACD features to the dedicated ACD keys.

The Figure 1 "IP Phone 1150E components" (page 10) identifies the location of the keys and components of the IP Phone 1150E.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

10 Overview

Figure 1 IP Phone 1150E components

IP Phone terminal description

The IP Phone 1150E offers these features:

• light-emitting diode (LED) indicator lamps

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

Carrier VoIP

24 April 2009

IP Phone terminal description 11

— supervisor talk/listen lamp —

message waiting lamp

—

data waiting lamp

—

mute lamp

—

headset lamp

—

link lamp

— Automatic Call Distribution (ACD) feature and in-calls lamp — lamp on each ACD key

•

volume control keys

•

standard telephone dialpad

• six dedicated ACD keys

— Activity —

Emergency

—

Supervisor

—

Make Busy

—

Not Ready

— Feature

•

six feature keys

• four softkeys; one softkey is for navigation and selection of menu

options, three remaining softkeys can be configured to support features

• five navigation keys

—

down

— left — right —

send (located in the middle of the navigation key, this key is mapped to execute the current function of the left soft key)

• multifield LCD screen

— adjustable contrast — backlight

• one audio mode

— headset (autodetect and Bluetooth support)

• one USB port

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

12 Overview

•

• upgradeable firmware

•

Terminal display

The display on the IP Phone terminal has blue LED backlighting, which you can turn on and off. The backlight turns off automatically after a period of inactivity.

The IP Phone 1150E display has three distinct areas:

• The upper area shows line and feature key status.

• The middle area shows information for items such as caller number,

•

— USB mouse and keyboard

automatic network configuration

wideband audio support

caller name, feature prompt strings, user-entered digits, date and time information, and telephone information.

The lower area displays labels for four configurable softkeys. For more information, see “Softkey functionality” (page 13).

Figure 2 "IP Phone 1150E display" (page 13) identifies each section of

the display, and shows the location of the user-defined feature keys and the soft keys.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Figure 2 IP Phone 1150E display

Softkey functionality 13

Softkey functionality

Softkey functionality allows access to a small subset of Centrex features on Nortel IP Phone 1150E softkeys, located below the main display and to the right of the Menu softkey. The administrator has the ability to change, enable, or disable the softkeys. The default features for these softkeys are Transfer, Forward, and Conference. The softkeys can be utilized when you are not navigating the CICM menus.

The features must be provisioned on the LINE to be displayed on the softkeys. For a LINE that does not have an m522 extension module, the softkey features reside on the first 14 feature keys. For a LINE that has one m522 extension module, the softkey features reside on keys 1 to 36. For a line that has two m522 extension modules, the softkey features reside on keys 1 to 58.

For more information, see Nortel CICM IP Phones Fundamentals, (NN10300-135).

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

14 Overview

ACD keys

The IP Phone terminal has the following Automatic Call Distribution (ACD) feature keys. These keys provide agent-specific features.

• Emergency

• Supervisor

• Make Busy

• Not Ready

•

Feature

•

Activity

The In-Calls key is the default line key. It allows the ACD agent to access incoming ACD queue calls.

Figure 1 "IP Phone 1150E components" (page 10) shows the location of

the ACD keys and the In-Calls key. You may order an optional kit that provides labeled key caps to replace

the default ACD keys. The administrator configures these keys on a per user basis. The kit provides a key cap for each of the following supervisor-specific features:

•

Call Agent

•

Answer Agent

•

Answer Emergency Call

• Talk/Listen Agent

•

Display Queue

Terminal indicators

The IP Phone terminal uses light-emitting diodes (LEDs) of different colors to indicate the current state of the terminal. This table describes each color and its associated state.

A steady indicator means that the extension or feature beside it is active. A flashing indicator means the line is on hold or the feature is in the process of being programmed.

Indicator LED color Meaning

Supervisor talk/listen Red (located on the front cover

near the supervisor headset jack)

Lit when the supervisor is participating in a call. Unlit when the supervisor’s headset is muted.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Indicator LED color Meaning

USB keyboard 15

ACD feature and in-calls Red (located on the front cover

next to each ACD key)

Message waiting Red (located on the top right

corner of the set)

Data waiting Blue (located on the top left

corner of the set)

Headset Red (located on the front cover

near the headset key)

Mute Red (located on the front cover

near the mute key)

Lit when the associated feature is active.

Indicates when a message is waiting, or a call is missed. If you miss a call and the caller does not leave a voice message, the indicator is illuminated without interruption. If you miss a call and the caller leaves a voice message, the indicator may be illuminated without interruption, or it may flash or flicker or wink or twinkle or blink, depending on what the system administrator has arranged.

Lit when the terminal is on an active call.

Lit when the headset is in use.

Lit when the mute feature is active. The system administrator can configure the mute lamp to be steady on or blinking.

Link/Data Green (located on the back

cover near the network Ethernet jack)

USB keyboard

You can connect a USB keyboard to the IP Phone and use it to enter information in the tools and graphical applications. The keyboard has a maximum current supply of 100 milliamps. If you are using a hub, the keyboard needs to be powered locally; it cannot be powered from the phone. Complex devices such as USB keyboards with built-in hubs, may not work due to the current limitations. See “Using a keyboard with an IP

Phone” (page 107).

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Lit when the link is alive and flashes to indicate activity.

16 Overview

USB mouse

A mouse pointer appears on the screen when a USB mouse is connected to the IP Phone. Soft key labels and feature keys only can be selected with a mouse click. You cannot use the mouse to navigate the menus; use the navigational keys.

•

Left-click to select soft keys and feature keys.

•

Right-click to open the local configuration menu.

• Center buttons and wheels are not supported.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

IP Phone 1150E menu systems

After you successfully log on, the menu systems are active and available. An up or down arrow beside an item indicates the navigation key you can press to scroll to the next item. Labels appear next to the soft keys, in response to items selected on the screen.

The IP Phone main menu system provides access to these menus and functions.

Logoff

Use Logoff to log out from the IP Phone system:

• “Logging off from the network” (page 25)

•

“Logging off the ACD queue” (page 25)

Audio

Use the Audio menu to:

•

view and edit your audio profile

•

change the volume of the headset, ringer, and buzzer

• select the headset type

•

select the dialpad feedback

See “Using the Audio menu” (page 59).

Display

Use this item to adjust the contrast level of the display. See “Adjusting the contrast level of the display” (page 63).

Feature

Use the Feature menu to access these submenus:

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

18 IP Phone 1150E menu systems

Assign

Use the Assign menu to:

•

define the key type

•

enable and disable the Inbox

IP Phone 1150E has only one page of feature keys. The Autoscroll feature is therefore not supported.

See “Using the Assign menu” (page 65).

Label

Use the Label item to change a label associated with a feature key. See “Labeling a feature key” (page 68).

Options

Use the Options menu to:

•

define your default feature

•

enable the Outbox feature

Reset

ACD Keys

Language

IP Phone 1150E displays only one page of features. The Auto Hide feature is therefore not supported.

See “Using the Options menu” (page 68).

Use the Reset item to reset the feature keys to the default settings. See “Resetting the feature key to the default settings” (page 69).

Use the ACD Keys item to view the features assigned to the Automatic Call Distribution (ACD) keys. You can not perform edits; the ACD Keys menu is read-only.

See “Viewing features assigned to the ACD keys” (page 71).

Use the Language item to select the language used in the display. See “Selecting the language” (page 73).

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Time

User

Use the Time menu to:

•

select a time zone

•

enable or disable Daylight Saving Time

• select the format used to display the time

• select the format used to display the date

• reset the time to the defaults

See “Using the Time menu” (page 75).

Use the User menu to:

• view your user name

•

view your login type

•

enable or disable auto login feature

•

change your password

Upgrade 19

History

Diagnostics

Upgrade

See “Using the User menu” (page 79).

Use History menu to:

•

reset the Inbox

•

reset the Outbox

See “Resetting the Inbox” (page 94) and “Resetting the Outbox” (page 97).

Use the Diagnostics item to test the local mode. See “Testing the local mode” (page 83).

Use the Upgrade item to perform a firmware upgrade. This item appears in the menu only if a firmware upgrade is available.

See “Performing a firmware upgrade” (page 85).

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

20 IP Phone 1150E menu systems

Menu hierarchy

Figure 3 IP Phone 1150E menu hierarchy

How to use the navigation keys

The IP Phone terminal has navigation keys that you use to navigate the menus and to help you to enter text in the display. See Figure 1 "IP Phone

1150E components" (page 10) for the location of these keys.

When the menu system is active, the navigation keys behave this way:

• up—return to the previous menu item. When entering text, press the

up key to move the cursor to the home position.

• down—go to the next menu item. When entering text, press the down

key to move the cursor to the end of the text.

• left/right—active when you can enter text. To move the cursor to the

left, press the left key. Press the right key to move the cursor to the right.

• send key—located in the middle of the navigation keys, press to select

the menu item.

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

Carrier VoIP

24 April 2009

Connecting the IP Phone to the LAN

Follow this procedure to connect the terminal to the Local Area Network (LAN), and to a power source.

CAUTION

Risk of equipment damage

Do not plug the IP Phone into a regular telephone jack. This causes severe damage to the terminal. Consult your system administrator to ensure that you plug your telephone into a 10/100BaseT Ethernet jack.

Prerequisites

•

IP Phones can be powered by an AC adapter or over a LAN. Contact your installation technician to identify the correct power option.

• See Figure 4 "IP Phone 1150E connectors" (page 22) for the location

of the connectors on the back of the IP Phone.

Step Action 1 Connect one end of the CAT-5 line cable to the LAN Ethernet

2 Connect the other end of the CAT-5 line cable to the IP network

3 For a secure power connection, thread the cord around the strain

4 Secure the terminal footstand to the terminal base.

port, identified with a LAN icon, located on the underside of the terminal.

jack.

For a terminal sharing LAN access with a PC, connect a second CAT-5 line cable to the PC Ethernet port located on the back of the terminal, identified by the PC icon. Connect the other end of the cable to the Ethernet port on the computer.

relief retaining hook and through the channel on the underside of the terminal.

--End--

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

22 Connecting the IP Phone to the LAN

Procedure job aid

Figure 4 IP Phone 1150E connectors

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Logging on

Logging on to the network

Follow this procedure to log on to the network. If the Centrex IP Client Manager (CICM) is set up as part of a group of CICMs, you can choose which CICM to connect to. After you select a gateway, the terminal directs itself at that CICM and the Username screen appears.

If a firmware upgrade for the IP Phone is available, the system prompts you to upgrade when you log on. If the firmware level is between the minimum and maximum level set by the administrator, Yes and No options appear on the soft keys. If the terminal is below the minimum level, the only option available is Yes. You cannot log on until you perform the upgrade.

To perform an upgrade, see “Performing a firmware upgrade” (page 85).

Step Action

1 If the Selective Gateway Login feature is configured on your

2 When the gateway you want appears, press Ok, or start entering

3 If you make a mistake, press Clear to clear the field, and then

4 Press Ok, or press the send key.

5 Enter your password. For security, the password characters are

system, navigate through the list to select the gateway.

your user name.

If the Username screen appears when you start to enter your user name, the characters you already entered appear at the beginning of the Username field.

enter the user name again.

If your user name is too long for the display (longer than 15 characters), the digits scroll to the left and an ellipsis appears to the left of the user name.

The Password screen appears.

displayed as asterisks (*).

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

24 Logging on

6 If you make an error, press Clear to clear the field, and then

enter the password again.

7 Press Ok, or press the send key.

You are logged on and the Menu screen appears.

Logging on to the ACD queue

Follow this procedure to log on to the Automatic Call Distribution (ACD) queue.

You may be prompted to enter an Agent ID when you log on. Agent IDs are configured by the system administrator. Contact your system administrator for more information.

Step Action 1 Press the In-Calls key.

--End--

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the In-Calls key.

2 Dial your agent ID, if required. 3 Perform one of these actions to enter the ACD queue:

• Press the In-Calls key.

•

Press the Not Ready key.

--End--

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Logging off

Logging off from the network

Follow this procedure to log off from the network.

Step Action 1 From the main menu, select Logoff.

2 Press Ok, or press the send key.

A confirmation screen appears.

3 Confirm the action.

You are logged off from the network. If you are logged on to an ACD queue, you are automatically placed in Not Ready mode.

--End--

Logging off the ACD queue

Follow this procedure to log off the Automatic Call Distribution (ACD) queue.

Step Action 1 Press the Make Busy key.

The ACD feature indicator lamp is lit.

2 Perform one of these actions:

• Press the Make Busy key again to log out of the ACD queue.

The ACD feature indicator lamp will turn off. You can accept non-ACD calls.

• While on an ACD call, press the Make Busy key again.

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

Carrier VoIP

24 April 2009

26 Logging off

You are automatically logged out of the queue when the call is finished.

--End--

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Using a handset

The 1150E is not shipped with a handset. A handset is available as a hardware option for the phone.

The handset is plugged into the headset jack. See Figure 4 "IP Phone

1150E connectors" (page 22) for location of the headset jack.

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

28 Using a handset

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

Agent features

Follow these procedures to use the agent features. See “ACD keys” (page

14) for a description of the agent keys.

The availability of each Automatic Call Distribution (ACD) feature is dependant on the Centrex feature provisioned on the user’s line. Contact your system administrator for more information.

Navigation

• “Using the Activity feature” (page 29)

•

“Answering an ACD call” (page 30)

•

“Ending an ACD call” (page 30)

•

“Using the Emergency feature” (page 31)

•

“Using the Not Ready feature” (page 31)

•

“Using the Make Set Busy feature” (page 32)

•

“Answering a call from the supervisor” (page 32)

•

“Calling the supervisor” (page 33)

• “Using the Walkaway feature” (page 33)

Using the Activity feature

Follow this procedure to record call activities. The Activity key is defaulted to Line of Business (LOB) on Centrex IP

Client Manager (CICM). The feature allows you to record the type of activity you are performing. The types of activities that are recorded include:

• type of call

• number of calls

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

Carrier VoIP

24 April 2009

30 Agent features

• holding times for calls

• length of time spent on a call

Each activity is associated with a three-digit code, entered for each call. The codes are configured by the system administrator. Contact your system administrator for more information.

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the Activity key.

Step Action 1 Press the Activity key.

2 Enter the activity code that corresponds to the activity being

performed.

3 Press the Activity key again.

Repeat these steps for each task you are performing.

--End--

Answering an ACD call

Follow this procedure to answer an Automatic Call Distribution (ACD) call. The In-Calls key is the main ACD extension. It allows you to answer the

next queued call on the primary directory number (DN). See Figure 1 "IP

Phone 1150E components" (page 10) for the location of the In-Calls key.

To make and accept calls that are not ACD calls, your network administrator must configure one or more non-ACD DNs the IP Phone 1150E. See “Making a non-ACD call” (page 43).

Step Action 1 Press the In-Calls key.

The caller is connected. The in-calls indicator lamp is lit.

Ending an ACD call

Follow this procedure to end an ACD call.

--End--

Nortel IP Phone 1150E User Guide (CICM)

Carrier VoIP

NN10300-025 04.01 Standard

24 April 2009

+ 82 hidden pages