Nortel Networks NN-10300-053 User Manual

Nortel Communication Server 1000

IP Softphone 2050

Call Center User Guide

Title page

Revision history

June 2006

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.

Revision history

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

IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

IP Softphone 2050 Call Control window . . . . . . . . . . . . . . . 11

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Call Control window elements and functions . . . . . . . . . . . . . 14

Hot keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Local Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

CS 1000 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 24

Contents

Line and feature keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Logging in with Agent ID and Multiple Queue Assignments . . 25

Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 31

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

Contents

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

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

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 telephony server and 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, Call Transfer, and Call Forward.

Features

The IP Softphone 2050 supports the following features:

• Twelve user-defined feature keys: six Programmable Line

(DN)/Feature Keys (self-labeled) and six lines/features accessed 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)

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:

— 1140 skin

— Compact black and silver skins

— Accessibility Interface for the visually impaired

• Programmable hot keys that allow single key access to userdefinable features

• Three input modes: Digit, Alpha, and Native

• Macro functions available for programming long dialing patterns

• A check box for setting hook switch status

• Always-on-top option that keeps the Call control window on top of all other open applications

Components

The IP Softphone 2050 supports five main components:

• “Call Control window” on page 9

IP Softphone 2050 overview

• “Local Directory window” on page 9

• “Settings window” on page 9

• “System tray icon and menu” on page 9

• “i2050.exe application” on page 10

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, Redial List, Callers List, Application Server Administration, and Password Administration).

For more information about the Call Control window, consult the IP

Softphone 2050 User Guide

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

Settings window

Use the Settings window—a series of dialog boxes—to set up the various IP Softphone 2050 features.

For more information about the Settings window, consult the IP Softphone 2050 User Guide.

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.

IP Softphone 2050 overview

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.

Display

Both IP Softphone 2050 skins (1140 and compact skins) support two display areas (shown in Figure 1 and Figure 2).

Figure 1: IP Softphone 2050—1140 skin display

Primary display

Soft keys

Figure 2: IP Softphone 2050—compact skin display

Primary display

Soft keys

The primary display area provides up to four lines of operating 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.

IP Softphone 2050 Call Control window

The IP Softphone 2050 Call Control window supports the 1140 skin— designed to look and feel like the desktop IP Phone 1140—as well as an additional two compact skins, 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. Select File > Settings > Skin.

3. Select Accessibility Interface.

Note: If the IP Softphone 2050 is running, you must exit and restart for the change to the Accessibility Interface to take effect.

IP Softphone 2050 Call Control window

Call Control window

The Call Control window (see Figure 3 below and Figure 4 on page 13) 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 14.

Figure 3: Call Control Window—1140

Line keys

Navigation arrows

Quit

Services

Copy

Volume up

Volume down

Mute

Speaker

Line keys Display

Soft keys

Inbox/Messages Outbox/Shift

Accessibility Interface______________________________

The Accessibility Interface works with JAWS® for Windows from Freedom Scientific—screen reading software that lets visually impaired users access the full range of IP Softphone 2050 features. The Accessibility Interface has been tested on JAWS® Version 5.0. The screen is divided into four groups of controls: Display, Line and Feature, Date and Time, and Indicators.

Menu Command options in the Accessibility Interface match those in the standard Call Control window.

For more information about the Accessibility Interface, consult the IP Softphone 2050 User Guide.

IP Softphone 2050 Call Control window

Call Control window elements and functions

Table 1 describes the elements and functions of the Call Control window.

Table 1: IP Softphone 2050 components and functions (Part 1 of 3)

Element Function

Primary display To provide call information (such as Caller ID)

and instructions for using certain soft key features.

When idling, the telephone displays only the date and time.

Soft keys To access server-definable features, such as

Transfer (for connecting calls to other people), Conference (for group calls), and so on.

To select a feature, click one of the four available soft-labelled soft keys, and then follow the instructions on the display.

Available soft key features vary, depending on:

• Your current task: the features available at any time depend on your current call activity.

• Server support: IP Softphone 2050 functionality depends on communication server configuration.

Note: To view additional features, click the

More soft key.

Copy To copy a network service, feature, or folder.

Quit To quit a network service or feature.

+ 30 hidden pages