Avaya 1140E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status: Standard Document Version: 07.
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Contents Contents About the Avaya 1140E IP Deskphone . . . . . . . . . . . . . . . . . 8 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 19 Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . .
Contents Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Revision history Revision history March 2013 Standard 07.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.6. November 2010 Standard 06.01. This document is up-issued to support changes related to rebranding. October 2010 Standard 05.01. This document is up-issued to support changes related to rebranding. June 2010 Standard 04.01. This document is up-issued to support Avaya Communication Server 1000 Release 7.0. May 2009 Standard 03.01.
Revision history February 2006 Standard 3.00. This document is up-issued to support Communication Server 1000 Release 4.5. January 2006 Standard 2.00. This document is up-issued to support Communication Server 1000 Release 4.5. November 2005 Standard 1.00. This document is up-issued to support Communication Server 1000 Release 4.5.
About the Avaya 1140E IP Deskphone About the Avaya 1140E IP Deskphone The Avaya 1140E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. In this guide, sefl-labeled line/programmable feature key labels appear beside the keys, and context-sensitive soft key labels appear directly above the keys. Figure 1 shows self-labeled line/programmable feature keys and context-sensitive soft keys.
About the Avaya 1140E IP Deskphone Note: Some Avaya 1140E IP Deskphone phones are not configured to support soft key functionality. Consult your system administrator.
About the Avaya 1140E IP Deskphone • wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2) • Accessory Expansion Module port to connect the Avaya 1100 Series Expansion Module For information about using the Expansion Module, see the Avaya 1100 Series Expansion Module User Guide (NN43130-101). Figure 2 shows the Avaya 1140E IP Deskphone.
About the Avaya 1140E IP Deskphone Telephone controls This section describes the controls on your Avaya 1140E IP Deskphone. In some geographic regions, the Avaya 1140E IP Deskphone is offered with key caps that have English text labels. In this document, text in parentheses indicates the labels that appear on the key caps, for example, (Services). Context-sensitive soft keys are located below the display area. The LCD label above each key changes based on the active feature.
About the Avaya 1140E IP Deskphone Z (Volume +) (Volume -) (Mute) A steady LCD light beside a feature key indicates that the feature is active. A flashing LCD light indicates that the feature is being programmed. Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and press the bottom button to decrease volume.
About the Avaya 1140E IP Deskphone Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this key cluster rocks for up, down, left, and right movements. Use Up and Down to scroll up and down in lists, and the Left and Right keys to position the cursor.
About the Avaya 1140E IP Deskphone Press the Headset key twice to open the Bluetooth Setup menu. (Headset) (Headset) If Bluetooth wireless technology is not enabled on your phone, this menu is not available. For information about installing a Bluetooth wireless technology headset, see the Avaya 1140E IP Deskphone User Guide. (Goodbye) Use the Goodbye key to terminate an active call.
About the Avaya 1140E IP Deskphone (Quit) (Shift/Outbox) Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key does not affect the status of active calls. Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features. Note: This function is not available on all phones; consult your system administrator. (Msg/Inbox) Press the Message/Inbox key to access your voice mailbox.
About the Avaya 1140E IP Deskphone (Services) Press the Services key to open the Services menu, and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — Display diagnostics — Local Dialpad Tone — Set Info — Diagnostics — Call Log Options — Ring type — Call Timer — On hook default path — Change Feature Key Label — Name Display Format — LiveDialpad — Caller ID display order — Normal mode indication 16
About the Avaya 1140E IP Deskphone • Password Admin: — Station Control Password (Services) The Password Admin menu is not available on all Avaya 1140E IP Deskphone sets. Consult your system administrator. (continued) • Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
About the Avaya 1140E IP Deskphone Telephone display The Avaya 1140E IP Deskphone has three display areas: • The upper display area provides labels for the six self-labeled line/ programmable feature key labels. • The middle display area contains single-line information for items such as caller number, caller name, Call Timer, feature prompt strings, user-entered digits, date and time information, and IP Deskphone information.
Agent and supervisor features Agent and supervisor features This section describes login features that are common to the Call Center agent and supervisor.
Agent and supervisor features assigned to you, the display screen prompts you to enter a four-digit code. Note: The following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager environment. For more information about Avaya NES Contact Center Manager, visit www.avaya.com. To 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. 4. Press the # key.
Agent and supervisor features 6. If you use a headset and Handset OnHook Means Log out (HOML) is configured to No by your administrator, then do the following: (Headset) a. Press the Headset key and replace the handset in the cradle to receive calls on your headset. (Services) b. Press the Services key. Change the On-hook default path to Headset Enabled. Note: If HOML is configured to Yes, replace the handset to log out of the queue.
Agent and supervisor features The login options require the following entries in sequential order: 1. a four-digit Agent ID 2. a Supervisor ID (if your queue requires one) 3. up to five ACD DNs and Priority values (if Priority values are being used) terminated by # # To log in: 1. Press the In-Calls key. 2.
Agent and supervisor features 3. Choose one of the following: or — Press the In-Calls key. — Press the NotReady key to enter the ACD queue. Using Default Login If you normally use the same IP Deskphone, use the Default Login to log in just one time at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues with the same supervisor. To use Default Login: 1. Lift the handset. 2. Press the In-Calls key. 3.
Agent and supervisor features or 5. To join the ACD queue, choose one of the following: — Press the In-Calls key. — Press the NotReady key. Logging out You can log out of the system completely or temporarily (Not Ready state). To log out: Choose one of the following: or — To log out completely, press the MakeSetBusy key. — To log out temporarily, press the NotReady key.
Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 25 • “Using Call Forcing” on page 26 • “Using Return to Queue on No Answer” on page 27 • “Using Activity code” on page 27 • “Using Emergency” on page 28 • “Using Not Ready” on page 29 • “Placing or answering non-ACD calls” on page 29 • “Contacting your supervisor” on page 31 Answering ACD calls Use the In-Calls key to answer the next queued ACD call on the pri
Agent features To terminate the call: Choose one of the following: — Press the Goodbye key. (Goodbye) or — Press the In-Calls key. — Press the individual DN line key (this removes you from the queue). or — Press the Not Ready key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to terminate the call. or Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call.
Agent features To enable Call Forcing for headset users: 1. Log in. 2. Replace the handset. (Services) 3. Press the Services key. Configure the On-hook default path to Headset Enabled. Using Return to Queue on No Answer If a call is not answered, the call is sent back to the ACD queue, and the your IP Deskphone is automatically placed in Not Ready state. To return to the ACD queue, log in, or press the NotReady key.
Agent features 3. Press the Activity key. If you are performing multiple tasks, repeat steps 1 and 2. Note: If configured, you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time. Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. To use Emergency: 1. During an active call, press the Emergency key.
Agent features Using Not Ready Use the Not Ready feature to take your IP Deskphone out of the call queue while completing post-call work. Note: If you don't activate Make Set Busy or Not Ready, callers will continue to be directed to your phone. To use Not Ready: 1. Press the NotReady key to temporarily log out of the system. Note: The NotReady LCD remains lit as long as the feature is active. or 2.
Agent features To answer a call: When the LCD next to your individual DN key flashes, press the DN key. Note: The LCD remains lit as long as you are on the call. Using voice mail soft keys Note: This feature is not available on all telephones. Contact your system administrator to determine if this feature is available on your telephone.
Agent features Soft key Action Reply Reply to the voice mail message. More... Display the next layer of soft keys. Comp Compose a voice mail message. Forwrd Forward the voice mail message to another telephone number. Bye Disconnect from the voice mail system. More... Cycle back to the first layer of soft keys.
Agent features To answer a call from your supervisor while on another call: (Hold) The LCD next to the Supervisor key flashes and a buzzer sounds. 1. Press the 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. To place a call to your supervisor: Press the Supervisor key. Note: Calls are automatically put on hold when you use the Supervisor key.
Agent features To transfer a call to your supervisor during a call in progress: 1. Press the Supervisor key. 2. When your supervisor answers, press the Supervisor key again. (Goodbye) 3. Press the Goodbye key to terminate your access to the call. Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation. Press the ROD key to start or stop the call recording.
Agent features Using SAVE key Use the SAVE feature key to save the recording 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 operations - If the SAVE key is pressed during an active call, the call is saved. • CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call. If the SAVE key is pressed, then the call is not saved.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 35 • “Using the Agent key” on page 36 • “Using Answer Emergency” on page 36 • “Using Call Agent” on page 37 • “Using Interflow” on page 38 • “Using Night Service” on page 38 • “Observing a call” on page 40 • “Displaying the queue” on page 41 • “Displaying agent status” on page 42 Using Answer Agent Use the Answer Agent feature to receive calls from a
Supervisor features 2. Press the Goodbye key to end the call. (Goodbye) Using the Agent key Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys. Table 1 lists the four states of the LCD indicator. Table 1: Agent’s status LCD display Description Off Agent is not logged in. On Agent is logged in but is either NotReady or on a call.
Supervisor features To use Answer Emergency: 1. When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key. Note 1: The Agent ID of the person contacting you displays on your IP Deskphone. Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready. 2. Press the Goodbye key to end the call. (Goodbye) Using Call Agent Use the Call Agent feature to contact an Agent. To use Call Agent: 1. Press the Call Agent key. 2.
Supervisor features 3. Press the Goodbye key to end the call. (Goodbye) Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. To use Interflow: 1. Press the Interflow key. Note: The Interflow LCD flashes while the feature is active. 2. Press the Interflow key again to deactivate the feature and resume normal call flow.
Supervisor features 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service LCD lights continuously. All calls in the queue and new calls receive night service. To transition to Night Service: 1. Press the Night Service key. 2. Press the 8 key (8 = T for Transition) to activate Transition mode. The Night Service LCD flashes. All calls in the queue remain in the queue and new calls receive Night Service. To deactivate Night Service: 1.
Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between an Agent and a Customer, or to create a three-party conference with the Supervisor, Agent and Customer. To observe a call:. or 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. 3.
Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following: • number of calls waiting in the queue • number of agent positions occupied for the queue • the length of time that the oldest call has waited in the queue • the number of calls that have been overflowed into the queue To display information on your ACD queue: Press the Display Queue key.
Supervisor features The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator. Table 2: States of LCD indicator Indicator Queue status Description Off Light There are few or no calls waiting. On Normal An acceptable number of calls are waiting. Slow flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted.
Supervisor features To display agent status: Press the Display Agent key. The summary information displays for twelve seconds or until another feature key is pressed, as shown in Figure 5. Agent positions in the Not Ready state are counted as busy on either ACD calls or nonACD calls, as specified by your system administrator.
Terms you should know Terms you should know Attendant A telephone operator in your organization. AutoDial A telephone number programmed on the AutoDial key for onetouch dialing. Avaya Communication Server 1000 Your office communication system. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and telephone number. The system must have CPND enabled.
Terms you should know Contact Center Manager Avaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a rich scripting language. For more information, visit www.avaya.com. Context-sensitive soft keys A group of keys programmed by your system administrator.
Terms you should know Goodbye key A fixed key used to end an active call. Indicator An LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off. Information display Any display of call activity, lists, prompts, and status of calls. If the text message exceeds the display area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining text.
Terms you should know Return to Queue on No Answer If a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s telephone is automatically placed in the Not Ready state. Ringback/ring tone A sound indicating that a call you have made is ringing at its destination. Services key A fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office Logout, Test Local Mode, and Resume Normal Mode.
Terms you should know Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF. System or Switch Your office communication system. Switchhook A button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when lifted) releases the switchhook, and you either answer 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 49
Index Index A DN 45 About the Avaya 1140E IP Deskphone 8 E Activity code 27 Emergency 28 Agent and MQA login options 21 Expand key 13 Agent and Supervisor features 19 Agent features 25 F Agent key 36 Feature display 45 Agent login 19 Fixed key 45 Answer ACD calls 25 Flexible Feature Code (FFC) 45 Answer Agent 35 Answer Emergency 36 Attendant 44 AutoDial 44 B Basic features 8 C Call Agent 37 Contact your supervisor 31 Context-sensitive soft keys 11, 45 Copy key 14 D Date/time display 45 D
Index Message waiting indicator 48 Supervisor features 35 More key 11 Switchhook 48 Mute key 12 System or Switch 48 N T Navigation keys 13, 46 Telephone controls 18 Night Service 38 Telephone display 18 Not Ready 29 U O User Interface 48 Observe 40 Off-hook 46 V Volume control 12 P Paging tone 46 Place or answer non-ACD calls 29 Q Quit/Stop key 15 R Ringback/ring tone 47 S Self-labeled line/programmable feature keys 11 Services key 16, 47 Shared Directory Numbers 47 Shift/Outbox key 15
