Instruction/ maintenance manual of the product 1000 Nortel Networks
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Norte l Communication Ser ver 1000 IP Phone 2002 Call Center User Guide Title page.
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Revision history 3 Revision histor y July 2006 S tandard 5 .00. This document is up-issued to support Nortel Networks Communication Server 1000 Relea se 4.5. LOGOs and trademark informa tion updated. Document feedback URL added to back page . August 2005 S tandard 4.
Revision history 4.
Contents 5 Contents About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . .
Contents 6 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . .
About the Phone 7 About the Phone The Nortel IP Phone 2002 br ings voice and data to the desktop by connecting direc tly to a Local Area Networ k (LAN) through an Ethe rnet connection. Note 1: All features are not available on all telephones. Consult your system administrator to verif y the f eatures that are available on your telephone.
About the Phone 8 Note: Not all IP Phone 2002 sets are configured to support so ft key functionality . Consult your system administrator . • multi-field LCD display sc reen • call timer to indicat.
About the Phone 9 Figure 2 illustrates the IP Phone 2002. Figure 2: IP Phone 2002 Te l e p h o n e c o n t r o l s Note: Some IP Phone 2002 sets include optional key caps.
About the Phone 10 Programmable line (DN)/featur e keys are extra DNs or feature ke ys used to access additional features. A steady LCD light beside a line (DN) key indicates that the line is active. A flashing LCD indicates that the line is on hold. A steady LCD lig ht beside a feature key indicates that the feature is active.
About the Phone 11 Press the Services key an d use the navigation keys to access th e following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time .
About the Phone 12 • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) • Test Local Mode and Resume Local Mode (if Me dia Gateway 1000B is configured) Note 1: Press the Services key to exit from any menu or menu item.
About the Phone 13 Soft keys (self-labeled) are located below the display area. T he LCD labe l above the key changes, based on the active feature . Note: When a triangle appears before a key label, the feature is a ctive. Press the More.. key to access the next layer of Soft ke ys (self-labeled).
About the Phone 14 T elephone display The IP Phon e 2002 has t wo display area s: • The upper display area contains single-line informa tion for items such as caller number, caller name, feature pr ompt string, user-entered digits, date and time informa tion, and set information.
Agent and Supervisor features 15 Agent and Super visor features This section describes the login feature s that are common to the Call Center Agent an d Supervisor, whic h are: • “Logging in an Ag.
Agent and Supervisor features 16 Logging in with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (MQA) logi n involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), wi th the option of adding a Supervisor ID and up to five Priori ty values.
Agent and Supervisor features 17 Using Agent ID and MQA login options To enter ACD queues, use an Agent ID log in with one of the MQA login options described on page 18 . Note: A superviso r logging in to accept ACD calls is p revented by the system from entering a Supervisor ID (including logins where agent s must enter a Supervisor ID).
Agent and Supervisor features 18 T o log in: 1. Press the InCalls key. 2. Choose o ne of the follo wing four login options: — For No Supervisor ID, No Priority, dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.
Agent and Supervisor features 19 Using Default Login Use the Default Login to log in just one time at the beginn ing of a shift. The Default Login uses your previous shift’s logi n to place you in the same ACD queues and with the same Supervisor . 1.
Agent and Supervisor features 20 Logging out an Agent You can log out of the system comple tely or temp orarily (NotRea dy state). To l o g o u t : Choose one of the following: • To log out completely, press the MakeSetBus y key. • To log out temporarily, pr ess the NotReady key.
Agent features 21 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 21 • “Using Fo rce Call” on page 22 • “Using Ac.
Agent features 22 T o terminate the call: Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. A time interval is set by y our system administrator between each incoming call. When calls come in, a short tone indicates the new call.
Agent features 23 Using Activity code Use Activity code to record the types of activities yo u are perform ing. T o record activities: 3. Press the Services key. Set the “On-hook default path” to “Headset En abled”. 1. When the Activity LCD indicator is flashing, press the Activity key.
Agent features 24 Using Emer gency Use the Emergency feature to conta c t your supervisor immediatel y in an emergency situation. Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post-call work. 1.
Agent features 25 Placing or answering non-ACD calls Use this feat ure to receive and place calls on your in dividual line. T o pla ce a call: T o an swer a call: 2. To return to the queue, cho ose one of the following: — Press the InCalls key. — Press the NotReady key .
Agent features 26 Contacting your super visor Use the Supervisor feature to talk to your supervisor in the following ways: • “To answer a call from your supervisor :” on page 26 • “To answer.
Agent features 27 T o place a call to your supervisor: T o return to the ACD call: T o conference in your supervisor during a call in progress: T o transfer a call to your supervisor during a call in progress: 2. Press the Supervisor key. Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.
Agent features 28 2. When your supervisor an swers, press the Supervisor key again. 3. Press the Goodbye key to terminate your access to the call. (Goodbye).
Supervisor features 29 Super visor features The following sections de scribe featur es available to the Superv isor: • “Using Answer Agent ” on page 29 • “Using the Agent key” on page 30 .
Supervisor features 30 Using the Agent key Use the Agen t feature to connect, ob serve, or m onitor the status of e ach agent posit ion. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys.
Supervisor features 31 Using Call Agent Use the Call Agent feature to contact an agent. Using Inter flow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined th reshold. 2. Press the Goodbye key to end the call.
Supervisor features 32 Using Night Ser vice Use the Night Service feature to defin e how calls are handled outside of business hours. T o activate Night Service: T o t ransition to Night Servi ce: 2. Press the Interflow key again to deactivate the fe ature and resume normal call f low.
Supervisor features 33 T o deactivate Night Service: Obser ving a call Use the Observe feature to monitor an agent in a call. 1. Press the Night Service key. 2. Press the 3 key (3 = D for Day) to resume Day mo de. The Night Service LCD flashes. New calls enter the queue.
Accessories 34 Accessories Nortel IP Phone Key Expansion Module (KEM) The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides addition al line appearances and feature keys to your IP Phone 20 02. You can c o nnect up to two KEMs to your IP Phone 2002, providing a total of 48 additional keys.
Terms you should know 35 T erms you should know Attendant A telephone operator in your organization. AutoDial A telephone numbe r programmed on the AutoDial key for one- touch dialing. Nor tel Comm unication Ser ver 1000 An office communication system.
Terms you should know 36 Feature display An area that shows status infor mat ion about the feature in use. It also displays the name and status of the active session. Fixed key The hard-labeled ke ys on your telephone. Goodbye key A fixed key us ed to end an active ca ll.
Terms you should know 37 Nor tel IP Phone Key Expansio n Module (KEM) An optional hardwa re module which prov ides additiona l line appearances and feature keys to your IP Phone. Up to two KEMs can be attached to your IP Phone 2002, providing a total of 48 keys.
Terms you should know 38 Outbox/Shift key A fixed key reserved for future featur e development. Primar y Director y Num ber The main extension numb er on your telephone. Programmable line (DN/feature keys (self-labeled) The four keys located at the sides of the uppe r area of the dis- play .
Terms you should know 39 Special dial tone The three consecutive tones follow ed by dial tone that yo u hear when accessing telephone features. Status messages A message displayed to inform the user of important information. A right arro w appears if m ore than on e S tatus Message is present.
Terms you should know 40.
Index 41 Index A About the IP Phone 2002 7 Activity code 23 Agent and Supervisor features 15 Agent features 21 Agent key 3 0 Agent logout 20 Answer ACD calls 21 Answer Agent 29 Answer Emergency 30 Att.
Index 42 More key 13, 37 Mute key 12, 37 N Navigation keys 10, 37 Night Service 32 Not Ready 24 O Observe 33 Off-hook 37 Outbox/Shift key 13, 38 P Paging tone 38 Place or answer non-ACD calls 25 Prima.
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Norte l Communication Ser ver 1000 IP Phone 2002 Call Center User Guide Copyright © 2006 Nortel Netw orks. All rights reserved. The information in this document is subject to change without notice.
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However, one of the most important roles played by the user manual is to help in solving problems with Nortel Networks 1000. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Nortel Networks 1000 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
