Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide
Revision history Revision history February 2006 Standard 3.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. January 2006 Standard 2.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. November 2005 Standard 1.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.
Revision history 4
Contents Contents About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 17 Logging in as an agent . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the Nortel IP Phone 1140E About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. Note: In this guide, user-defined feature key labels appear beside the keys, and soft key labels appear directly above the keys. Figure 1 shows the key labels.
About the Nortel IP Phone 1140E Note: Some IP Phone 1140E phones are not configured to support soft key functionality. Consult your system administrator.
About the Nortel IP Phone 1140E • wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2) Figure 2 shows the IP Phone 1140E.
About the Nortel IP Phone 1140E Telephone controls Note: In some geographic regions, the IP Phone 1140E is offered with key caps that have English text labels. Text in parentheses indicates labels appearing on the key caps. For example, (Services). Fwd Fwd Soft keys are located below the display area. The LCD label above each key changes based on the active feature. When a triangle appears before a soft key label, the feature is active.
About the Nortel IP Phone 1140E (Volume +) (Volume -) (Mute) 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. Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones.
About the Nortel IP Phone 1140E (Hold) (Expand) (Headset) Press the Hold key to put an active call on hold. Tap the flashing line (DN) soft key to return to the caller on hold. Use the Expand to PC key to access external server applications. Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset. Note: The Headset LED indicator, located on the Headset key, lights to indicate that the headset is in use.
About the Nortel IP Phone 1140E When a data-related message, such as an instant message, is received, the blue Feature Status Lamp flashes. Also, this indicator flashes when a contact has come online. Note: This lamp flashes when your IP Phone 1140E firmware is being updated. To find out if additional features are supported, contact your system administrator.
About the Nortel IP Phone 1140E • Password Admin: (Services) — Station Control Password (continued) Note: The Password Admin menu is not available on all IP Phone 1140E sets. Consult your system administrator. • Display Network Diagnostics Utilities Note: Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics.
About the Nortel IP Phone 1140E (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. 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 Nortel IP Phone 1140E Figure 3 shows an idle LCD screen. Figure 3: IP Phone 1140E LCD display screen Upper display area User-defined feature key labels 42597 41798 47678 Middle display area 44759 42888 49521 Date/time display Call party information Feature status information Options information Directories information Lower display area Soft key labels 16 Trans Conf 09/16 2:32pm Forward More...
Agent and supervisor features Agent and supervisor features This section describes the following login features that are common to the Call Center agent and supervisor: • “Logging in as an agent” on page 17 • “Logging in with an Agent ID and Multiple Queue Assignments” on page 18 • “Logging out as an agent” on page 21 Logging in as an agent Use the Agent Login feature to enter an Automatic Call Distribution (ACD) queue.
Agent and supervisor features 2260 or NotReady 5. To join the ACD queue, choose one of the following: — Press the InCalls key. — Press the NotReady key. 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.
Agent and supervisor features Logging in with an Agent ID and MQA login options To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 20. Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID). 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.
Agent and supervisor features To log in: 2260 1. Press the InCalls key. 2. Choose one of the following four login options: No Supervisor ID, No Priority Supervisor ID, No Priority — 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 # #. — For Supervisor ID, No Priority, dial your Agent ID # Supervisor ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #.
Agent and supervisor features Using Default Login If you normally use the same telephone, 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. 2260 2. Press the InCalls key. 3. When “Enter Agent ID” appears on the screen, use the dialpad to enter your ID. 4.
Agent and supervisor features To log out: Choose one of the following: MakeSetBusy or NotReady — To log out completely, press the MakeSetBusy key. — To log out temporarily, press the NotReady key. Note: If you press the MakeSetBusy key while on an ACD call, you log out automatically when the call finishes.
Agent features Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 23 • “Using Force Call” on page 24 • “Using Activity code” on page 25 • “Using Emergency” on page 25 • “Using Not Ready” on page 26 • “Placing or answering non-ACD calls” on page 27 • “Contacting your supervisor” on page 28 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN.
Agent features To terminate the call: Choose one of the following: — Press the Goodbye key. (Goodbye) or 2260 or 2498 or Not Ready — Press the InCalls key. — Press the individual DN line key (this removes you from the queue). — 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. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call.
Agent features Using Activity code Use Activity code to record the types of activities you are performing. To record activities: Activity 1. When the Activity LCD indicator is flashing, press the Activity key. 2. Use the dialpad to enter the Activity code. Activity 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.
Agent features To use Emergency: Emergency 1. During an active call, press the Emergency key. Note: The Emergency LCD remains lit as long as the feature is active. When the supervisor answers, a threeway call commences with you, your supervisor, and the caller. Emergency 2. Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor.
Agent features Placing or answering non-ACD calls Use this feature to place and receive calls on your individual line. To place a call: 2498 1. Press your individual DN key. 2. Use the dialpad to dial the telephone number. Note: The LCD remains lit as long as you are on the call. To answer a call: 2498 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.
Agent features Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways: • “To answer a call from your supervisor:” on page 28 • “To answer a call from your supervisor while on another call:” on page 28 • “To place a call to your supervisor:” on page 29 • “To conference in your supervisor during a call in progress:” on page 29 • “To transfer a call to your supervisor during a call in progress:” on page 29 To answer a call from your supervisor: Supervi
Agent features To place a call to your supervisor: Supervisor Press the Supervisor key. Note: Calls are automatically put on hold when you use the Supervisor key. To return to the ACD call: 2260 Press the InCalls key. To conference in your supervisor during a call in progress: Supervisor 1. Press the Supervisor key to talk privately with your supervisor. Supervisor 2. Press the Supervisor key again for a conference call with you, your supervisor, and the other caller.
Supervisor features Supervisor features The following sections describe features available to the supervisor: • “Using Answer Agent” on page 30 • “Using the Agent key” on page 31 • “Using Answer Emergency” on page 31 • “Using Call Agent” on page 32 • “Using Interflow” on page 33 • “Using Night Service” on page 33 • “Observing a call” on page 35 • “Displaying the queue” on page 35 • “Displaying agent status” on page 37 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: AnsEmerg 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 telephone. 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: CallAgt 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: Interflow 1. Press the Interflow key. Note: The Interflow LCD flashes while the feature is active. Interflow 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: NightSvc 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: NightSvc 1.
Supervisor features Observing a call Use the Observe feature to monitor an agent in a call. To observe a call:. Observe Agentkey or 1. Press the Observe key. 2. Choose one of the following: — Press a selected Agent key. — Dial the agent’s Position ID. CallAgt 3. Press the Call Agent key to talk to the agent you are monitoring. Observe 4. Press the Observe key to terminate the observation. Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue.
Supervisor features To display information on your ACD queue: DisplayQue Press the Display Queue key. Information on your current ACD queue appears on the display. Figure 4 shows the ACD queue status.
Supervisor features Table 2: States of LCD indicator (Part 2 of 2) Indicator Queue status Description Slow flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted. Fast flashing Overloaded There are too many calls in this queue. New calls are being overflowed to another queue. Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s telephone.
Supervisor features Figure 5: Current status of agents Positions busy on ACD calls Positions waiting for ACD calls 38 ACD 23 WAIT 2 DH 0 LOGOUT 0 Vacant agent positions Positions busy on non-ACD calls
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. 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. Category 5 (Cat5) Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz, used by 10BaseT, 100BaseT4, 100BaseTX.
Terms you should know Date/time display The current date and time when the telephone is in an idle state. Directory Number (DN) A number consisting of one to seven digits for a telephone, and also known as an extension number. Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Feature Status Lamp indicator An LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, or off.
Terms you should know Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone. Message/Inbox A fixed key on your IP Phone 1140E that connects to your voice messaging system when the key is pressed. Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen. Off-hook Any line selected to make a call or receive an incoming call.
Terms you should know Special Prefix code (SPRE) Special codes entered using the dialpad, followed by a two-digit access code, that enable features (for example, Call Forward All Calls requires entry of SPRE code + 74). Soft keys A group of keys programmed by your system administrator. These four keys, located directly below the display area, have four programmable layers. These keys are also used to configure parameters in the Telephone Options menu.
Terms you should know User interface Screen displays that interact with the end user as a result of an action or event. Visual Alerter/Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on.
Terms you should know 44
Index Index A E About the IP Phone 1140E 7 Emergency 25 Activity code 25 Expand to PC key 12 Agent and MQA login options 19 Agent and Supervisor features 17 F Agent features 23 Feature display 40 Agent key 31 Fixed key 40 Agent login 17 Flexible Feature Code (FFC) 40 Answer ACD calls 23 Answer Agent 30 G Answer Emergency 31 Goodbye key 12, 40 Attendant 39 H AutoDial 39 Headset key 12 B Hold key 12 Basic features 7 I C Indicator status 40 Call Agent 32 Information display 40 Co
Index More key 10 T Mute key 11 Telephone controls 15 N Telephone display 15 Navigation keys 11, 41 U Night Service 33 User Interface 43 Not Ready 26 O Observe 35 Off-hook 41 P Paging tone 41 Place or answer non-ACD calls 27 R Ringback/ring tone 41 S Services key 13, 41 Shared Directory Numbers 41 Soft keys (self-labeled) 42 Speaker key 11 Special dial tone 42 Special Prefix code (SPRE) 42 Station Control Password (SCPW) 42 Status Messages 42 Supervisor features 30 Switchhook 42 System or Swi
Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Copyright © 2006 Nortel Networks. All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document.
