Nortel Networks NN43119-100 User Manual

Nortel Communication Server 1000

IP Softphone 2050

Call Center User Guide

Title page

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MAD

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Revision history

June 2010

Standard 04.01. This document is up-issued to support Communication Server Release 7.0.

June 2009

Standard 03.02. This document is up-issued to support IP Softphone 2050 Release 3.3 with Communication Server Release 5.5 and later.

May 2009

Standard 03.01. This document is up-issued to support Communication Server Release 6.0.

July 2008

Standard 02.02. This document is up-issued to support IP Softphone 2050 Release 3.1. Updated to include information on incoming call notification.

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 contained in the following legacy document, now retired: IP Softphone 2050 Call Center User Guide (NN-10300-053).

June 2006

Standard 6.00. This document is up-issued to reflect additional information about reserved keyboard keys.

Revision history

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.

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

Contents

IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Local Directory window . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Settings window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

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

Expansion Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

i2050.exe application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

IP Softphone 2050 Call Control window . . . . . . . . . . . . . . . 19

Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Accessibility Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Call Control window elements and functions . . . . . . . . . . . . . 22

Hot keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Adding a hot key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Removing a hot key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . . . . 27

IP Softphone 2050 Directories . . . . . . . . . . . . . . . . . . . . . . . 28

Local Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Opening a Local Directory from the Call Control window . 29

Directory entry management . . . . . . . . . . . . . . . . . . . . . . 29

CS 1000 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 32

Logging in without Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . 33

For basic ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Logging in with Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Contents

For Basic ACD or Contact Center Manager . . . . . . . . . . . 33

Logging in using Agent ID and Multiple Queue Assignments . 34

Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34

Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 35

Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 35

Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 35

Logging in: Supervisor ID, With Priority: . . . . . . . . . . . . . 36

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Logging out temporarily . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Incoming Call Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Terminating a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . . 41

Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 43

Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering a call from your supervisor . . . . . . . . . . . . . . . 44

Answering a call from your supervisor when on a call . . . 44

Placing a call to your supervisor when on a call . . . . . . . 44

Conferencing your supervisor to a call in progress . . . . . 44

Transferring a call to your supervisor . . . . . . . . . . . . . . . . 44

Contents

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Activating Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Transitioning to Night Service . . . . . . . . . . . . . . . . . . . . . 48

Deactivating Night Service . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

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

• Communication Server 1000 (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 later 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:

— 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

IP Softphone 2050 overview

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

Components

The IP Softphone 2050 supports six main components:

• “Call Control window” on page 17

• “Local Directory window” on page 17

• “Settings window” on page 17

• “System tray icon and menu” on page 18

• “Expansion Module” on page 18

• “i2050.exe application” on page 18

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 (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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