Title page Nortel Networks Communication Server 1000 IP Softphone 2050 Call Center User Guide
Revision history Revision history September 2004 Standard 3.00. This document is up-issued for Communication Server 1000 Release 4.0. October 2003 Standard 2.00. This document is up-issued to support Succession 3.0 Software. September 2002 Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Succession Communication Server for Enterprise 1000, Release 2.0.
Revision history 4
Contents Contents Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Overview Overview The IP Softphone 2050 turns your computer into a telephone. To make a call, you dial with your keyboard or mouse. To answer a call, you simply click a button. Instead of holding a telephone receiver to hear and speak to callers, you wear a headset. Designed to work with IP-based phone systems, the IP Softphone 2050 provides Voice Over IP (VoIP) services using a telephony server and your company’s Local Area Network (LAN).
Overview — Services — Expand to PC • dedicated call processing keys — Hold — Goodbye — Answer — Volume — Mute — Navigation — Message waiting • end user-selectable ringer that enables the PC speakers or the headset to ring for incoming calls • macro functions for programming lengthy dialing patterns Display Figure 1 shows the IP Softphone 2050 display.
Call Control window Call Control window Basics To open the Nortel Networks IP Softphone 2050 window, do the following: 1. Click Start. 2. Click Programs. 3. Click Nortel Networks IP Softphone 2050. The IP Softphone 2050 Enhanced Call Control window appears. The Enhanced Call Control window is the default when you start the IP Softphone 2050 for the first time. The IP Softphone 2050 provides the Enhanced and Standard Call Control window modes, a System Tray Interface, and a Local Directory.
Call Control window The Enhanced Call Control window contains the following window interfaces: • Primary User Interface contains the main Call Window controls. • Local Directory Quick Access Tray contains lists for local directory, redial, and callers. • Combo Tray contains a dial pad and DN/Features selections. • DN/Feature Key Tray contains DN/Features selections. • Number Pad Tray contains a dial pad for making calls.
Call Control window Figure 2: Primary User Interface Primary Interface w/Trays Retracted Message Lamp Application Menu Exit Minimize Display Area 4 Soft Keys Mute Volume Control DN/Feature Tray Selection Answer Navigation Keys Goodbye Tray Display Hold Information Help/About Tray Menu List Network Directory Local Directory Inbox/ Outbox/ Service Messages Shift Expand Quick Access Local Directory Quick Access Network Services List Quick Redial Callers List Details List Local Directory 11
Call Control window Primary User Interface controls The following are descriptions of the main controls for managing calls. Application Menu key The Application Menu key (top left-hand corner of the display) provides access to the Configuration Utility. Consult your system administrator before changing the configuration. 12 Message Lamp The Message Lamp displays a solid light to indicate that a message is waiting; a flashing light indicates an incoming call.
Call Control window Navigation keys The Navigation keys enable scrolling through menus and lists in the display area. Mute key The Mute key allows you to listen to the receiving party without transmitting. Click the Mute key to activate Mute. Click the Mute key again to return to a two-way conversation. The Mute key mutes your Headset microphone. Volume keys The Volume keys increase or decrease the Headset volume. Hold key The Hold key places an active call on hold.
Call Control window Tray menu key The Tray menu key opens and closes the displayed tray. Network Services Menu Use the Network Services menu to access features such as e-mail and Network Directory lists. The Network Services menu is the default menu view on the Primary User Interface. Figure 3 illustrates the Network Services icons. Figure 3: Network Services menu icons The following are descriptions of the Network Services menu icons.
Call Control window Services key The Services key provides access to the following features: a. Telephone Options: - Language - Date/Time Format - Ring type - Call timer - Set Information b. Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) c. Test Local Mode and Resume Local Mode (if Branch Office is configured) Expand to PC key The Expand to PC key is not used in this release.
Call Control window Local Directory Quick Access menu Use the Local Directory Quick Access menu to open lists in the Local Directory. Figure 4 illustrates the icons available on the Local Directory Quick Access bar. Figure 4: Local Directory Quick Access icons To open the Local Directory Quick Access menu do the following: 1. Open the Network Services menu from the Primary User interface. 2. Click the Local Directory Quick Access key on the right side of the Network Services menu (see below).
Call Control window Callers List key The Callers List key opens the Callers List. Local Directory key The Local Directory (or Main directory) key opens the Local Directory menu.
Call Control window Figure 6: Local Directory Quick Access Tray Opening the Local Directory Quick Access Tray To open the Local Directory Quick Access Tray, do one of the following: 1. From the Primary User Interface window, open the Local Directory Quick Access Tray. a. Select the Network Services menu. b. Click the Local Directory Quick Access key. c. Click the Local Directory key. 2. Click the System Tray icon on your computer’s Shortcut bar to open the System Tray Interface. 3.
Call Control window Opening the Combo Tray To open the Combo tray do the following: 1. Click the Application Menu icon. 2. Select Trays. 3. Select Combo. Figure 7: Combo Tray Click the InCalls key to log in and answer incoming call center calls. See Figure 7. Number Pad Tray The Number Pad Tray contains the Primary User Interface controls plus a key pad (see Figure 8). The numeric key pad mimics a regular phone’s dialpad.
Call Control window Opening the Number Pad Tray To open the Number Pad Tray, do the following: 1. Click Application menu. 2. Select Trays. 3. Select Number Pad. Figure 8: Number Pad Tray DN/Feature Key Tray The DN/Feature Key Tray contains the Primary User Interface controls plus six feature keys. See Figure 9. You can access an additional six features are accessed with the Shift key. Opening the DN Feature Key Tray To open the DN Feature Key Tray, do the following: 1. Click Application menu. 2.
Call Control window Figure 9: DN Feature Key Tray Click the InCalls key to log in and answer incoming call center calls. See Figure 9.
Call Control window Standard Call Control window The Standard Call Control window can be selected from the Application Menu. It contains the main features of the Enhanced Call Control window (see “Enhanced Call Control window” on page 9) but without a Network Directory menu (see Figure 10). Figure 10: Standard Call Control window System Tray Interface The System Tray Interface enables you to answer calls without opening the Primary User Interface.
Call Control window Figure 11: System Tray menu The following are descriptions of the selections on the System tray menu: • Exit: Closes and exits the IP Softphone 2050 application. • Open: Opens the Primary User Interface. • Local Directory: Opens the Local Directory Quick Access tray. • Macro: Allows you to select a pre-recorded macro to play. • Callers List: Opens a Callers fly-out list. • Redial: Opens a Redial fly-out list. • Quick Call: Opens a Quick dial fly-out list.
Call Control window The System Tray icon images change to reflect the call state. See Figure 12. Figure 12: System Tray icons Local Directory Interface The IP Softphone 2050 Directory Interface maintains the personal directory for placing calls. The directory can be stored within the IP Softphone 2050 application (by default in a local file named Directory.mdb) or linked to external directories such as LDAP, Outlook, Windows Address Book (WAB) and ACT!.
Call Control window Figure 13: Local Directory Interface Opening the Local Directory Interface To open the Local Directory Interface, do one of the following: 1. Click Application menu. a. Click Local Directory. b. Select Local Directory. 2. Click Application menu. a. Click View. b. Select Local Directory.
Call Control window Directories The Directory Interface contains customized directories and lists located on the left side of the window. See Figure 13. Local Directory provides a shortcut that returns to the Local Directory view. Call Log consists of Redial List and Callers List. These lists can also be viewed from the Primary User Interface and the System Tray Interface. Integrated External Directories can consist of Outlook, LDAP, WIndows Address Book (WAB), and ACT!.
Call Control window The Delete key enables the removal of a contact entry. The Find Contact key enables automatic search and find of a contact entry. The Filter key enables sorting of information for a contact entry. The Call Contact key enables the dialing of a contact entry. Personal Directory, Redial List, and Callers List For information about the IP Line 4.
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: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login feature to enter an ACD queue. If an Agent ID is assigned to you, the Display screen prompts you to enter a four-digit code. Click the InCalls key (see Figure 9 on page 21).
Agent and Supervisor features Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (MQA) login consists of entering a four-digit Agent ID and up to five ACD DNs, with an option to add a Supervisor ID and up to five Priority values. Choose one of the following login methods: • Agent ID and MQA Login Option • Default Login MQA login options To enter ACD queues, use an Agent ID login with one of the following four MQA login options.
Agent and Supervisor features Logging In Click the InCalls key. After clicking the InCalls key, choose one of the following login options: • No Supervisor ID, No Priority • Supervisor ID, No Priority • No Supervisor ID, With Priority • Supervisor ID, With Priority No Supervisor ID, No Priority To login using the No Supervisor ID, No Priority option, use the key pad to dial the following numbers in order: 1. Agent ID # 2. ACD DN 1 # 3. ACD DN 2 # 4. ACD DN 3 # 5. ACD DN 4 # 6.
Agent and Supervisor features No Supervisor ID, With Priority To login using the No Supervisor ID, With Priority option, use the key pad to dial the following numbers in order: 1. Agent ID # 2. ACD DN 1 # 3. Priority 1 # 4. ACD DN 2 # 5. Priority 2 # 6. ACD DN 3 # 7. Priority 3 # 8. ACD DN 4 # 9. Priority 4 # 10. ACD DN 5 # 11. Priority 5 ## Supervisor ID, With Priority: To login using the Supervisor ID, With Priority option, use the key pad to dial the following numbers in order: 1. Agent ID # 2.
Agent and Supervisor features 12. Priority 5 ## Click the InCalls Key or the NotReady Key to enter the ACD queue. Note: To choose the default Priority or Supervisor ID, enter # instead of a Priority entry or a Supervisor ID entry (the Priority or Supervisor ID for your set is used). Default Login If you normally use the same telephone, use the Default Login once at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor.
Agent and Supervisor features Agent Logout You can log out of the system either completely or temporarily. Logging out temporarily Click the NotReady key to log out temporarily. Logging out Click the MakeSetBusy key to log out completely. Note: If you click the MakeSetBusy key while on an ACD call, you are logged out automatically when the call is finished.
Agent features Agent features The following sections describe features that are available to Agents: • Answer ACD Calls • Activity code • Call forcing • Emergency • NotReady • Answer or Make Non-ACD calls • Contact your supervisor Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN. The InCalls key is located in the lower right-hand corner of the programmable line/feature keys (see Figure 9 on page 21).
Agent features • Click the NotReady key (this removes you from the queue but keeps you logged in as an agent position). • Wait for the caller to terminate the call. • Press F12 on your PC’s keyboard. Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. Note: Your system administrator sets the time interval for the period between each incoming call. When calls come in, a short tone indicates the new call.
Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active. To use the Emergency feature, do the following: 1. During an active call, click the Emergency key. When the supervisor picks up, a three-way call commences with you, the supervisor, and the caller. 2.
Agent features Answering a call When the indicator next to your individual DN key flashes, click the DN key. The indicator remains lit as long as the call remains active.
Agent features Placing a call to your supervisor when on another call To place a call to your supervisor: 1. Click the Supervisor key. Calls are automatically put on hold when you use the Supervisor key. 2. Click the InCall key to return to the current call. Placing your supervisor in conference with a call in progress To conference in your supervisor during a call in progress: 1. Click the Supervisor key to talk privately with your supervisor. 2.
Supervisor features Supervisor features This section describes the following features that are available to Supervisors: • Answer Agent • Agent key • Answer Emergency • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Using Answer Agent Use Answer Agent to receive calls from Agents in a non-emergency situation. Your status changes to NotReady and the indicator remains lit as long as the call is active.
Supervisor features Table 1 lists Agent’s status indications. Table 1: Agent Status Indicator Display Meaning Off Agent is not logged in. On Agent is logged in but is either NotReady or on a call. Slow Flashing Agent is waiting for an ACD call. Fast Flashing Agent is on a non-ACD call. Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation. Your status changes to NotReady and the indicator remains lit as long as the call is active.
Supervisor features Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold. The Interflow indicator flashes while the feature is active. To use the Interflow feature, do the following: 1. Click the Interflow key. 2. Click the Interflow key again to deactivate the feature and resume normal call flow. Using Night Service Use the Night Service feature to define how calls are handled outside of business hours.
Supervisor features Deactivating Night Service To deactivate Night Service, do the following: 1. Click the Night key. 2. Click the 3 key (D for Day) to resume Day mode. Note: The Night Service indicator flashes, and new calls enter the queue. Using Observe Use the Observe feature to monitor an agent in a call. To active the Observe feature, do the following: 1. Click the Observe key. 2. Do one of the following: — Click a selected Agent key. — Dial the agent’s Position ID.
Supervisor features Figure 14: Display Agent Status Positions busy on ACD calls Vacant Agent positions Positions waiting for ACD calls Positions busy on non-ACD calls Using Display Queue Use the Display Queue feature to view the status of the number of calls waiting in the queue. To activate Display Queue, click the Display Queue key. The queue’s status appears on your telephone display. See Figure 15 on page 44.
Supervisor features Figure 15: Display Queue Calls Waiting Length of time first call has waited Number of manned positions Calls time overflowed into this queue The indicator beside the Display Queue key gives a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this indicator. Table 2: Display Queue indicators Indicator Queue Status Meaning Off Light There are few or no calls waiting. On Normal An acceptable number of calls are waiting.
Nortel Networks Communication Server 1000 IP Softphone 2050 Call Center User Guide Copyright © 2004 Nortel Networks All Rights Reserved Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. Document Release: Standard 3.00 Date: September 2004 Produced in Canada Internet address http://www.nortelnetworks.
