Instruction/ maintenance manual of the product NN-10300-053 Nortel Networks
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Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide.
Title page.
Revision history 3 Revision histor y June 2006 S tandard 6.00. This document is up-issued to r eflect additional information about rese rved keyboard keys. March 2006 S tandard 5.00. This document is up-issued to support Nortel Communication Server 1000 Rele ase 4.
Revision history 4.
Contents 5 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Components . . . . . . . . . . . . . . . . . . . . . . . .
Contents 6 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphone 2050 overview 7 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone app lication that you can use to make and take calls over your computer. Using a headse t 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 Ada pter.
IP Softphone 2050 overview 8 — Shift (Outbox) — Services — Expand • Dedicated call processing keys: —H o l d — Goodbye —A n s w e r —V o l u m e —M u t e —N a v i g a t i o n — M.
IP Softphone 2050 overview 9 • “Local Directo ry window” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on pa ge 9 • “i2050.exe application” on pag e 10 Call Control window The IP Softphone 2050 Call Contro l window displays the line keys, feature butt ons, and call display.
IP Softphone 2050 overview 10 i2050.exe application The i2050.exe applica tion lets the IP Softphone 2050 comm unicate with the server. It launches when yo u start the IP Softphone 2050 but remains hidden in the background . To verify that the i2050.exe is running, open the Windows Task Manager.
IP Softphone 2050 Call Control window 11 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window supports the 1140 skin — designed to look and feel like the de sktop IP Phone 1140—as well as an additional two compact skins, available in black and silver.
IP Softphone 2050 Call Control windo w 12 Call Contr ol window The Call Control window (see Figu re 3 below and Figure 4 on page 13) includes the standard fe atures that let you make and manage telephone calls. For information on the elements of the Call Control windo w, see Table 1 on page 1 4.
IP Softphone 2050 Call Control window 13 Figure 4: Call Control Wi ndow—Compact Skin (s ilver) Accessibility Interface______________________________ The Accessibility Interface works with JAWS® for Window s from Freedom Scientific—screen reading software that lets visually impair ed users access the full range of IP Softphone 20 50 features.
IP Softphone 2050 Call Control windo w 14 Call Contr ol window elements and functions Table 1 de scribes the elements and functions of the Call Co ntrol window .
IP Softphone 2050 Call Control window 15 Navigation arrows To scroll through menus and lists in the display area. Use the Send/Enter key at the center of the navigation c luster to co nfirm menu selec tion (1 140 skin only). Volume decrease increase To increase or decrease the headset volum e.
IP Softphone 2050 Call Control windo w 16 Hot keys You can assign keyboard ho t keys to access the full range of Call Control window functions and menu options.
IP Softphone 2050 Call Control window 17 4. Under Press a new shortcut key , enter th e key combination—“Alt + Ctrl + V”, for example— that you wa nt as your h ot key. 5. Click Assign . Note: If the key combination is already taken, th e previously assigned feature app ears in the Shortcut currently used by text box.
IP Softphone 2050 Call Control windo w 18 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Ca ll Control window. To access the menu, right-click the IP Softphon e 2050 icon found in the Windows taskbar system tray.
IP Softphone 2050 Call Control window 19 • Select Ma ke Call to open the Ph one Number dialog box. • Select Fe atures to access server-supported fea tures. • Select Ma cros to access your list of macros. • Select Op en to open the Call Control window.
IP Softphone 2050 Call Control windo w 20 Local Director y The IP Softphone 2050 Local Directory (Figur e 6) lets you store as many phone directories on your comput er as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcu t links.
IP Softphone 2050 Call Control window 21 The Shortcut Bar on the left side of th e window lists all gr oups of shor tcut links, including: • Local Directory—main directory contacts • Redial List.
IP Softphone 2050 Call Control windo w 22 For more info rmation about ma naging contacts, refer to the IP Softphone 2050 User Guide. CS 1000 Director y The CS 1000 Directory maintains co ntact information and server- supported features in a remote , central database called the Application Server.
IP Softphone 2050 Call Control window 23 Note: The Personal Directory , Redial List, and Caller s List features have a one-minute time-o ut control period. If the application rests idle for one minute during an y of the op erations, the list closes and your IP Softphone 2050 returns to the idle st ate.
Agent and Supervisor features 24 Agent and Super visor features This section describes login featur es common to th e Call Center Agent and Supervisor.
Agent and Supervisor features 25 To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to en ter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state.
Agent and Supervisor features 26 Login Option entrie s The login options requir e the following entries: • A four-digit Agent ID • A Supervisor ID (if your queue requires one ) • Up to five ACD DNs and priority va lu es (if priority values ar e being used), term inated by ##.
Agent and Supervisor features 27 Logging in: No Super vis or ID, With Priority To log in using the No Supervisor ID, With Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial Priority 1 #. 5. Dial ACD DN 2 # . 6. Dial Priority 2 #.
Agent and Supervisor features 28 12. Dial ACD DN 5 # . 13. Dial Priority 5 ## . Click InCalls or NotReady to enter the ACD queue. Note: T o choose the default Priority or Superviso r ID, enter # instead of a Priority entry or a Supe rv isor ID ent ry (the Priority or Supervis or ID for your set is used).
Agent features 29 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 29 • “Using Forc e Call” on pa ge 30 • “Using A.
Agent features 30 • Click NotReady . (This removes you from the queue but keeps you logged in as an agent positio n.) • Wait for the caller to termi nate the call . • On your PC keyb oard, press F12 . Using Force Call Use the Force Call feature to automatically connect an incoming ACD call.
Agent features 31 Using Emer gency Use the Emergency feature to conta c t your supervisor immediatel y in an emergency situation. Th e Emergency indicator remains lit as long as the feature is active. To use the Emergency fea t ure, do the following: 1.
Agent features 32 Contacting your super visor Use the Supervisor feature to do the followin g: • Answer a call from your super visor • Answer a call from your super visor when on another call • .
Agent features 33 Placing a call to your su pervisor when on another call To place a call to your supervi sor: 1. Click Supervisor . Calls are automatically put on hold when using Supervisor .
Supervisor features 34 Super visor features This section describ es the following features that are available to supervisors: • “Using Answer Agent” on page 34 • “Using Agent key” on pag e.
Supervisor features 35 To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agent status indications. Using Answer Emergency Use the Answer Emergency feature to receive calls from agen ts in an emergency situation.
Supervisor features 36 Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent . 2. Click a selected Agent key or dial the agent’s Position ID. 3. To end the call, click Goodbye .
Supervisor features 37 T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1. Click Night . 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls r eceive night service.
Supervisor features 38 Using Display Agent Status Use the Display Agent featur e to view a summary of current status for all agents that have an agent Position ID key assigned on the Su pervisor’s telephone. See Figur e 8 below. Click Display Agent .
Supervisor features 39 Using Display Queue Use the Display Queue feature to view th e status of all calls waiting in the queue. To activate Display Queue , click Display Queue . Your queue status appe ars in the display area of the Call Control window.
Supervisor features 40 Slow Flashing Busy Calls are backing up in the queue. Calls over flowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue.
Index 41 Index A Activity Code, 30 Agent ID, 24, 26 Agent Login, 24 Agent, 34 Answer Agent, 34 Answer Emergency, 35 Answer, 15 Automatic Call Distribution (ACD), 24 C Call Agent, 36 Call Control Windo.
Index 42 Non-ACD calls, 31 NotReady, 28, 31 O Observe Agent, 34 Observe, 37 Outbox/Shift, 16 P Primary display, 14 Priority 28 Q Quit, 14 R Release, 15 S Services, 16 Skin display 1140 skin, 10 compac.
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Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2006 Nortel Networks. All rights reserved. The information in this document i s subject to change without no tice.
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