Instruction/ maintenance manual of the product NN43119-100 Nortel
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Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide.
Title page.
3 GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Copyright (C) 1989, 1991 Free Softwar e Foundation, Inc. 59 Temple Place - Suite 330, Boston, MA 02111-1307, USA Everyone is permitted t o copy and distribute ve rbatim copies of this license document, but changing it is not allowed.
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7 the Free Software Foundation. If the Program doe s not specify a version number of this License, you may choose any version ever published by the Free Software Foundat ion. 10. If you wish to incorporate parts of the Pr ogram into other free programs whose distribution conditions are different, write to the auth or to ask for permission.
8 This program is free software; you can r edistri bute it and/or modify it under the terms of the GNU General Public Li cense as published by the Free Software Foundation; either version 2 of the License, or (at your option) any later version.
Revision history 9 Revision histor y June 2010 S tan dard 04.01. This documen t is up-issued to suppor t Communication Server Release 7.0. June 2009 S tan dard 03.02. This documen t is up-issued to support IP Soft phone 2050 Relea se 3.3 with Communicatio n Server Release 5.
Revision history 10 March 2006 S tan dard 5.00. This d ocument is up -issued to su pport Nortel Communication Ser ver 1000 Release 4.5, for the IP Sof tphone 2050 V e rsion 2. August 2005 S tan dard 4.00. This d ocument is up -issued to su pport Nortel Communication Serve r 1000 Release 4.
Revision history 11.
Contents 12 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . .
Contents 13 For Basic ACD or Contac t Center Manager . . . . . . . . . . . 33 Logging in u sing Agent ID and Multiple Queu e Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority .
Contents 14 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphone 2050 overvie w 15 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone application that yo u can use to make and take calls over your computer. Using a head set or handset connected to your PC, you contr ol calls with the click of the mouse pointer, from yo ur PC keyboard , or from the USB Audio Adapter.
IP Softphone 2050 overview 16 — Shift (Outbox) — Services — Expand • Dedicated call pr ocessing 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 —.
IP Softphone 2050 overvie w 17 • Always-on-top option that kee ps the Call Control windo w on top of all other ope n applicat ions Components The IP Softphone 2050 supports six main componen ts: •.
IP Softphone 2050 overview 18 For more information abo ut the Settings window, consult the IP Softphon e 2050 User Guide (NN43119-101). System tray icon and menu You can right-click the IP Softp hone 2050 system tray icon—located at the right side of the Windows taskbar at the bottom of your screen—to make and m anage calls.
IP Softphone 2050 Call Control window 19 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window suppo rts the 1100 theme— designed to look and fe el like the desktop IP Phone 1100 series—as well as an additional two co mpact themes , avail able in black a nd silver.
IP Softphone 2050 Call Control window 20 Call Contr ol window The Call Control window (see Figure 1 below and Figu re 2 on page 21) includes the stand ard features that let you ma ke and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 2 2.
IP Softphone 2050 Call Control window 21 Figure 2: Call Contr ol Window—Compact Theme (silve r) Accessibility Inter face The Accessibility Interface works with JAWS® for Windows from Freedom Scienti fic—screen reading software that lets visually impaired users access the full range of IP Softphon e 2050 features.
IP Softphone 2050 Call Control window 22 Call Contr ol window elements and functions Table 1 describes the elem ents and fu nctions of the Ca ll Control w indow.
IP Softphone 2050 Call Control window 23 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 t o confirm m enu selec tion (1 100 series theme only). Volume decrea se increase To increase or de crease the volume.
IP Softphone 2050 Call Control window 24 Hold To place an active call on hold. The featur e key label fo r the line on ho ld displays a flashing icon to indicate th at the call is on hold. Return to the call by clicking the Line button of the call on hold.
IP Softphone 2050 Call Control window 25 Hot keys You can assign keyboar d hot keys to access the full range of Call Con trol window functions and menu options. Adding a hot key To add a new hot key: 1. Click the Menu button. 2. Select File > Settin gs > Hot Keys.
IP Softphone 2050 Call Control window 26 To assign a hot ke y, you can ente r any keyboard key combination except for the following: •A t o Z • Shift-A to Shift-Z • Alt-A to Alt-Z • 0 to 9 •.
IP Softphone 2050 Call Control window 27 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage ph one calls and messages without openin g the Call Control window. To access the menu, rig ht-click the IP Softphone 2050 icon found in the Windows taskbar system tray.
IP Softphone 2050 Directories 28 IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing contacts: the Loca l Directory, stored o n your loca l hard drive, and the CS 1000 Directory, sto red on your server.
IP Softphone 2050 Directories 29 Opening a Local Director y fr om the Call Contr ol window To open a Loca l Directory: 1. On the Call Control window, click the Menu button. 2. Select View > Local Directory . 3. Select on e of the following: — On the Shortcut Bar , select Directories > Local Director y .
IP Softphone 2050 Directories 30 For more in formation abo ut ma naging contacts, refer to the IP Softphone 2050 User Guide (NN43119-101) . CS 1000 Director y The CS 1000 Directory mainta ins contact information and ser ver- supported feature s in a remote, central da tabase called the Applica tion Server.
IP Softphone 2050 Directories 31 For further info rmation about the Nor tel IP Softphone 20 50, consult IP Phones Fundame ntals (NN43001-368) ..
Agent and Supervisor features 32 Agent and Super visor features This section describe s login featur es co mmon to th e Call Center Agent and Supervisor. The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window.
Agent and Supervisor features 33 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, which is often the case if you do not share your phone with anothe r person, use the following procedur e to log in to an Automatic Call Distribution (ACD) queue.
Agent and Supervisor features 34 Logging in using Agent ID and Multiple Queue Assi gnments If your configuration uses Multip le Queue Assignment (MQA, use the following proced ure. MQA login involves e ntering a four- digit Agent ID and up to five ACD Directory Numbers (DN), with th e option of adding a Supervisor ID and up to five Priority values.
Agent and Supervisor features 35 Logging in: No Super v isor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial ACD DN 2 # . 5. Dial ACD DN 3 # . 6. Dial ACD DN 4 # .
Agent and Supervisor features 36 7. Dial ACD DN 3 # . 8. Dial Priority 3 #. 9. Dial ACD DN 4 # . 10. Dial Priority 4 #. 11. Dial ACD DN 5 # . 12. Dial Priority 5 ## . Logging in: Super visor ID, With Priority : To log in using the Supervisor ID, With Priority option: 1.
Agent and Supervisor features 37 Using Default Login If you normally use the same teleph one for each shi ft, use the Defa ult Login once at the beginn ing of a shift. The Default Log in uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor.
Agent features 38 Agent features The following sections describe features that are available to agents: • “Incoming Ca ll Notification” on page 38 • “Incoming Ca ll Notification” on page 3.
Agent features 39 Answering ACD calls Click InCalls to an swer the next que ued ACD call on the primary DN. You can find the InCalls key in the lower rig ht-hand corner of the programmable lin e/feature keys (se e Figure 3 on page 32). Answering a call The indicato r next to the InCalls key flashes on in coming call s.
Agent features 40 When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call auto matically goes to your agent po sition. To disconnect an ac tive ACD call while Force Call (Auto Ans wer) is active, click InCalls .
Agent features 41 Using Emer gency Use the Emergency featu re to contact your supervisor imme diately in an emergency situation . The Emergency ind icator remains li t as long as the feature is activ e. To use the Emerge ncy feature, do the fo llowing: 1.
Agent features 42 Using SA VE key Use the SAVE feature key to save the recordin g of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operation s - If the SAVE key is clicked during an active call, the call is saved.
Agent features 43 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. Th e NotReady indicato r remains lit as long as the feature is active. Note: If you don’t activate Make Set Busy or Not Ready , the system will continue to direct callers to your phone.
Agent features 44 Answering a call fr om your super visor When the in dicator next to the Supe rvisor key flashe s, cli ck Supervis or . The indicator remains lit as l ong as the call remains active. Answering a call fr om your supervisor wh en on a call Answering a call from your super visor when on another ca ll.
Supervisor features 45 Super visor features This section desc ribes the follow ing features that are available to supervisors: • “Using Answer Age nt” on page 45 • “Using Agent key” on pag.
Supervisor feature s 46 Using Agent key Use the Agent feature to co nnect, ob serve, o r monitor the statu s of each agent posit ion. Eac h Agent key links to a p articular agent po sition when used with th e Call Agent or Obse rve Agent ke y. To activate the Agent feature: 1.
Supervisor features 47 Note: If Contact Center Ma nager Administratio n is in use, a nd if multiple Agent s have pressed Emergency , the co nnected PC displays a list of Agents who have pr essed Emerge ncy . Using Call Agent Use the Call Agent feature to contact an agent.
Supervisor feature s 48 Activating Night Ser vice To activate Night Serv ic e, do the following: 1. Click Night . 2. Click the 6 key (N for Night) to go into Night Service. T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1.
Supervisor features 49 3. To terminate the observation, click Observe . Using Display Agent Status Use the Display Agen t feature to view a summary of current status for all agents that have an agent Po sition ID key assign ed on t he Supervisor’s telephone.
Supervisor feature s 50 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 a ppears in the display area of the Call Con trol window.
Supervisor features 51 Slow Flashing Busy Calls are backing up in th e queue. Calls overflowing to this qu eue are no t being accepted . Fast Flashing Overloaded You have too many calls in this queue.
Supervisor feature s 52.
Index 53 Index A Activity Code, 40 Agent ID, 34 Agent, 46 Answer Agent, 45 Answer Emergency, 46 Answer, 23 C Call Agent, 47 Call Control Window 1140 skin, 20 Compact Skin, 21 Copy, 22 CS 1000 Director.
Index 54 No Supervisor ID, With Priority, 35 Non-ACD calls, 43 NotReady, 36, 37, 43 O Observe Agent, 46 Observe, 48 Outbox/Shift, 25 P Primary display, 22 Priority 36 Q Quit, 22 R Release, 24 S Servic.
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Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2002-2010 Nortel Networks. All right s reserved. LEGAL NOTICE While the information in this document is believe.
An important point after buying a device Nortel NN43119-100 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Nortel NN43119-100 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Nortel NN43119-100 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Nortel NN43119-100 you will learn all the available features of the product, as well as information on its operation. The information that you get Nortel NN43119-100 will certainly help you make a decision on the purchase.
If you already are a holder of Nortel NN43119-100, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Nortel NN43119-100.
However, one of the most important roles played by the user manual is to help in solving problems with Nortel NN43119-100. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Nortel NN43119-100 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
