Nortel-networks 1140E User Manual

Nortel Communication Server 1000IP Phone 1140ECall Center User GuideTitle page

About the Nortel IP Phone 1140E10Telephone controlsThis section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phon

About the Nortel IP Phone 1140E11Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree featu

About the Nortel IP Phone 1140E12Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this

About the Nortel IP Phone 1140E13Press the Headset key twice to open the Bluetooth Setup menu.If Bluetooth wireless technology is not enabled on your

About the Nortel IP Phone 1140E14Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key does not affect the status of ac

About the Nortel IP Phone 1140E15Press the Services key to open the Services menu, and use the navigation keys to access the following items:• Telepho

About the Nortel IP Phone 1140E16• Password Admin:— Station Control PasswordThe Password Admin menu is not available on all IP Phone 1140E sets. Consu

About the Nortel IP Phone 1140E17Telephone displayThe IP Phone 1140E has three display areas:• The upper display area provides labels for the six self

Agent and supervisor features18Agent and supervisor featuresThis section describes login features that are common to the Call Center agent and supervi

Agent and supervisor features19assigned to you, the display screen prompts you to enter a four-digit code.Note: The following procedure applies if you

Agent and supervisor features20Logging in using Multiple QueueAssignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA), u

Agent and supervisor features21The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and supervisor features22Using Default LoginIf you normally use the same IP Phone, use the Default Login to log in just one time at the beginnin

Agent and supervisor features23Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features24Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 24• “Using Call Fo

Agent features25To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features26To enable Call Forcing for headset users:Using Return to Queue on No AnswerIf a call is not answered, the call is sent back to the ACD

Agent features27Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use Emergency:3. Press th

Agent features28Using Not ReadyUse the Not Ready feature to take your IP Phone out of the call queue while completing post-call work.Note: If you don&

Agent features29To answer a call:Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Revision history3Revision historyJune 2010Standard 04.01. This document is up-issued to support Communication Server 1000 Release 7.0.May 2009Standard

Agent features30To place a call to your supervisor:To return to the ACD call:To conference in your supervisor during a call in progress:1. Press the H

Agent features31To transfer a call to your supervisor during a call in progress:Using Record On Demand keyIf this feature is enabled, you can use the

Agent features32Using SAVE keyUse the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is

Supervisor features33Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 33• “Using

Supervisor features34Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features35To use Answer Emergency:Using Call AgentUse the Call Agent feature to contact an Agent.To use Call Agent:1. When the LCD next to

Supervisor features36Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.To use I

Supervisor features37To transition to Night Service:To deactivate Night Service:2. Press the 6 key (6 = N for Night) to go into Night Service.The Nigh

Supervisor features38Observing a callUse the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between

Supervisor features39Displaying the queueUse the Display Queue feature to access the status of calls in an ACD queue. The information displayed includ

Revision history4

Supervisor features40The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lis

Supervisor features41To display agent status:Figure 5: Current status of agentsPress the Display Agent key. The summary information displays for twelv

Supervisor features42

Terms you should know43Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know44Contact Center ManagerNortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providi

Terms you should know45Goodbye keyA fixed key used to end an active call. IndicatorAn LCD or an LED that indicates the status of a feature by the flas

Terms you should know46Return to Queue on No AnswerIf a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s tele

Terms you should know47Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office comm

Terms you should know48

Index49IndexAAbout the IP Phone 1140E 7Activity code 26Agent and MQA login options 20Agent and Supervisor features 18Agent features 24Agent key 34Agen

Contents5ContentsAbout the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . .

Index50More key 10Mute key 11NNavigation keys 12, 45Night Service 36Not Ready 28OObserve 38Off-hook 45PPaging tone 45Place or answer non-ACD calls 28Q

Nortel Communication Server 1000IP Phone 1140ECall Center User Guide Copyright © 2005–2010 Nortel Networks. All Rights Reserved.LEGAL NOTICEWhile the

Contents6Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Using Answer Emergency . . . . . . . . . . . . . .

About the Nortel IP Phone 1140E7About the Nortel IP Phone 1140EThe Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly t

About the Nortel IP Phone 1140E8For information about the context-sensitive soft keys, see Features and Services Fundamentals - Book 2 of 6 (NN43001-1

About the Nortel IP Phone 1140E9• hearing aid compatibility• wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway