Instruction/ maintenance manual of the product NN43112-107 Nortel Networks
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Norte l Communication Ser ver 1000 IP Phone 1120E Call Center User Guide Title page.
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Revision history 3 Revision histor y May 2007 S tanda rd 01.01. This document is up-issu ed to support CS 1000 Release 5.0. This docume nt reflects the new document number . Januar y 2006 S tandard 1.00. This document is issued for No rtel Communication Server 1000 Rele ase 4.
Revision history 4.
Contents 5 Contents About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . .
Contents 6 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the Nortel IP Phone 1120E 7 About the Nor tel IP Phone 1120E The Nortel IP Phone 1120E br ings voice and data to the desktop by connecting direc tly to a Lo ca l Area Netw or k (L AN) th ro ug h an Ether ne t connection.
About the Nortel IP Phone 1120E 8 Note: Some IP Phone 1120E phones are not configured to suppo rt soft key functionality . Consul t your system administrator .
About the Nortel IP Phone 1120E 9 • Accessory Expansion Module port to connect the Expansion Mod ule for IP Phone 1100 Series (Expa nsion Module) For information about using the Expansion Module, see the Expansion Module for IP Phone 1100 Se ries User Guide (NN43130-10 1).
About the Nortel IP Phone 1120E 10 T able 1: T elephone controls Context-sensitive soft keys are located below the display area. Th e LCD label above each key changes b ased on the active feature. When a triangle appear s before a soft key label, the feature is active.
About the Nortel IP Phone 1120E 11 Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, a nd the Handsf ree featur e. Press the top button to incr ease the volume, and press the b ottom button to decrea se volume.
About the Nortel IP Phone 1120E 12 Press the Enter key, at the center of the Navigation key cluste r, to confirm menu selections. In most me nus, you ca n use the Enter key instead of the Select so ft key. Press the Hold key to put an active call on hold.
About the Nortel IP Phone 1120E 13 When your IP Phone 1120E firmware is being upda ted, the b lue Feature Status Lamp indicator flashes. Note: T o find out if additional features are supported, cont act your system administr ator .
About the Nortel IP Phone 1120E 14 Press the Services key to open the Se rvices menu, and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contra.
About the Nortel IP Phone 1120E 15 T elephone display Your IP Phone 1 120E has three display areas: • The upper display area pro vid es labe ls for the four self-labeled line/ programm able feature key labels .
About the Nortel IP Phone 1120E 16 • The lower display area provides la bels for the four context-s ensit ive soft keys. Figure 3 shows an idle LCD display screen.
Agent and Supervisor features 17 Agent and Super visor features This section describes the login feature s that are common to the Call Center agent and supe rvisor.
Agent and Supervisor features 18 For more information ab out Nortel Contact Center Manager , visit www .nortel.com . T o log in as an agent: 1. Lift the handset. 2. Press the In-Calls key. 3. If “Enter Agent ID” appears on the screen, use the dialpad to enter your ID.
Agent and Supervisor features 19 Logging in using Multiple Queue Assignments (for Basic ACD) If your configuration uses Multiple Queue Assignment (MQA), use the following procedure.
Agent and Supervisor features 20 The login options require th e following entries in sequential order: 1. a four-digit Agen t ID 2. a Supervisor ID (if your queue requires one) 3. up to five ACD DNs and Priority values (if Priority value s are being used) terminated by # # T o log in: 1.
Agent and Supervisor features 21 Using Default Login Use the Default Login to log in just one time at the beginni ng of a shift. The Default Login uses your previous shift’s logi n to place you in the same ACD queues with the same supe rvisor. T o use Default Login: or 3.
Agent and Supervisor features 22 Logging out You can log out of the system comple tely or temp orarily (Not R eady state). To l o g o u t : or 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. — Press the NotReady key .
Agent features 23 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 23 • “Using Call F orcing” on page 24 • “Using .
Agent features 24 T o terminate the call: Using Call Forcing Use the Call Forcing feature to auto matically connect an incoming ACD call. A time interval is configured by your system administra tor between each incoming call. Note: Y ou cannot use both Call Forcing and Return T o Queue on No Answer at the same time.
Agent features 25 T o enable Call Forcing for headset user s: Using Return to Queue on No Answer If a call is not answered, the call is se nt back to the ACD queue, and the your telephon e is autom atically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key.
Agent features 26 Using Emer gency Use the Emergency feature to contact your supervisor im mediately in a n emergency situation. T o use the Emergency feature: 3.
Agent features 27 Using Not Ready Use the Not Ready feature to take your tele phone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy or Not R eady , callers will continue to be d irected to your phone.
Agent features 28 T o answ e r a ca ll: 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 pag.
Agent features 29 T o place a call to your supervisor: T o return to the ACD call: T o conference in your supervisor dur ing a call in progress: 1. Press th e Hold key to put the current call on hold. 2. Press the Supervisor key. Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.
Agent features 30 T o transfer a call to your supervisor during a call in progre ss: 1. Press the Supervisor key. 2. When your supervisor answer s, press the Supervisor key again.
Supervisor features 31 Super visor features The following sections de sc ribe features av aila ble to the sup e rvis or: • “Using Answer Agent” on page 31 • “Using the Agent key” on page 3.
Supervisor features 32 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 ke ys.
Supervisor features 33 Using Call Agent Use the Call Agent feature to contact an agent. T o use Call A gent: Using Inter flow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined th reshold. T o use Interflow: 2.
Supervisor features 34 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 tr ansition to Night Service : 2. Press the Interflow key again to deactivate the fe ature and resume normal call f low.
Supervisor features 35 T o deactivate Night Service: Obser ving a call Use the Observe feature to monitor an agent in a call. T o observe 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.
Supervisor features 36.
Terms you should know 37 T erms you should know Calling Par ty Name Display Information appearing on the LCD displa y scr een, such as the caller ’s name and telephone number .
Terms you should know 38 Director y Number (DN) A number consisting of one to seven digit s for a telephone, and also known as an extension number . Feature display An area that shows status infor mat ion abo ut th e featur e in use. It also displays the name and st atus of the active session.
Terms you should know 39 Information line A one-line by 24-character area th at displays date an d time or application information. Interrupted dial tone A broken or pulsed dial tone that so unds when you access some features on your telephone.
Terms you should know 40 Ser vices key A fixed key used to acce ss optio ns such as T elephone Options, Password Admin, V irtual Office Logi n, V irtual Office Logout, T est Local Mode, and Resume Normal Mode. Shared Director y Number A DN (extension) that is shared by two or more persons.
Terms you should know 41 releases the switchhook, and you eithe r an swer an incoming call or you receive a dial tone to make a call. User interface Screen displays that interact with the end user as a result of an action or event.
Terms you should know 42.
Index 43 Index A About the IP Phone 1120E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 3 2 Agent login 17 Answer ACD calls 23 Answer A.
Index 44 M Message key 39 Message waiting indicator 12, 41 Message/Inbox key 13 More key 10 Mute key 11 N Navigation keys 11, 39 Night Service 34 Not Ready 27 O Observe 35 Off-hook 39 P Paging tone 39.
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Norte l Communication Ser ver 1000 IP Phone 1120E Call Center User Guide Copyright © 2006–2007 Nortel Netwo r ks. All Righ ts Reserved. The informa tion in this docu ment is subject to change without n otice.
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