Avaya 2007 IP Deskphone Call Center Guide de l'utilisateur

Avaya 2007 IP Deskphone Call Center User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 05.01Part Code: NN43118-102Dat

About the Avaya 2007 IP Deskphone10Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the h

About the Avaya 2007 IP Deskphone11IP Deskphone DisplayThe Avaya 2007 IP Deskphone provides a large, color, touch panel display that supports color XM

About the Avaya 2007 IP Deskphone12Figure 2: Avaya 2007 IP Deskphone displayNote: The display can differ from the above example.To extend the life of

About the Avaya 2007 IP Deskphone13Figure 3 shows the Application area and the feature area, the soft keys can show either text or icons.Figure 3: Ava

About the Avaya 2007 IP Deskphone14Tools/Navigation areaThe Tools/Navigation area provides controls for navigating between features and selecting tool

About the Avaya 2007 IP Deskphone15Figure 4: Avaya 2007 IP Deskphone Tools/Navigation areaThe Tools/Navigation area has five main elements presented a

About the Avaya 2007 IP Deskphone16Touch panelYou perform point-and-click operations on your Avaya 2007 IP Deskphone using the touch panel. The touch

About the Avaya 2007 IP Deskphone17Calibrate the touch panelYou calibrate the touch panel through the Tools menu, where you can fine-tune the touch pa

Entering and editing text18Entering and editing textYou can enter and edit text on your Avaya 2007 IP Deskphone using the following methods:• “Enterin

Entering and editing text19Note: No letters are associated with the number 1 or the number 0 key. Punctuation is associated with the number 1.When ent

© 2010 Avaya Inc. All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is complete and a

Entering and editing text20For number entry in phone applications (for example, when dialing), the keyboard can be used to enter digits (0 to 9), as w

Agent and Supervisor features21Agent and Supervisor featuresThis section describes the following login features that are common to the Call Center Age

Agent and Supervisor features22Login with Agent ID and Multiple Queue AssignmentsA Multiple Queue Assignment (MQA) login involves entering a four-digi

Agent and Supervisor features23Agent ID and MQA login optionsTo enter ACD queues, use an Agent ID login with one of the following MQA login options:•

Agent and Supervisor features24To log in1. Tap the Incalls soft key.2. Choose one of the following four login options:— For No Supervisor ID, No Prior

Agent and Supervisor features25Default LoginWhen you always use the same phone, use the Default Login to log in only one time at the beginning of a sh

Agent and Supervisor features26Agent LogoutLog out of the system completely or temporarily (NotReady state).To log out5. To join the ACD queue, choose

Agent features27Agent featuresThe following sections describe features available to Agents:• Answer ACD calls• Activity code • Call Forcing • Emergenc

Agent features28To terminate the callUse Force CallUse the Force Call feature to automatically connect to an incoming ACD call. A time interval is set

Agent features29Use Activity codeYou use Activity codes to record the types of activities performed.To record activities3. Press the Services soft key

Contents3ContentsAbout the Avaya 2007 IP Deskphone . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . . . . .

Agent features30Use EmergencyUse the Emergency feature to contact the supervisor immediately in an emergency situation.Use Not ReadyUse the Not Ready

Agent features31Place or answer non-ACD callsUse this feature to place or answer calls on an individual line.To place a callTo answer a call2. To retu

Agent features32Contact the supervisorUse the Supervisor feature to talk to the supervisor in the following ways:• answer a call from the supervisor•

Agent features33To place a call to the supervisorTo return to the ACD callTo conference in the supervisor during a call in progressTo transfer a call

Agent features34Using Record On Demand keyIf this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conv

Agent features35• CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call. If the SAVE key is pre

Supervisor features36Supervisor featuresThe following sections describe features available to the Supervisor:• Answer Agent• Agent key• Answer Emergen

Supervisor features37Use Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a p

Supervisor features38Use Call AgentUse the Call Agent feature to contact an Agent.Use InterflowUse the Interflow feature to redirect calls when the ba

Supervisor features39Use Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Servic

Contents4Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Place or answer non-ACD calls . . . . . . . . . .

Supervisor features40ObserveUse the Observe feature to monitor an agent in a call.Display QueueUse the Display Queue feature to access the status of c

Supervisor features41• length of time the oldest call has waited in the queue• number of calls that have overflowed into the queueTo display informati

Supervisor features42Display Agent statusUse the Display Agent feature to view a summary of the current status for all agents who have an agent Positi

Supervisor features43The Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 6 lists the four states for t

Supervisor features44

Terms you should know45Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know46FastbusyA signal given when all outgoing lines are busy.Feature displayAn area that shows status information about the feature

Terms you should know47Message (Inbox)A soft key on your telephone that connects to your voice messaging system when the key is tapped.Message Waiting

Terms you should know48Programmable line (DN)/feature soft keys (self-labeled)The six soft keys located in the upper area of the display.Quit keyA sof

Terms you should know49Status messagesA message displayed to inform the user of important information. A right arrow appears if more than one status m

Revision history5Revision historyNovember 2010Standard 05.01. This document is up-issued to support Avaya rebranding changes.August 2010Standard 04.0

Terms you should know50

Regulatory and safety information51Regulatory and safety informationThis equipment has been tested and found to comply with the limits for a Class B d

Regulatory and safety information52Table 7 lists EMC compliance for various jurisdictions.Table 2: SafetyOther Safety Approvals: IEC 60950-1: ITE equi

Regulatory and safety information53OtherUS/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68This equipment complies with the CE Marking requi

Regulatory and safety information54

Index55IndexAAbout the Avaya 2007 IP Desk-phone 7Activity code 29Agent and MQA login options 23Agent and Supervisor features 21Agent features 27Agent

Index56Login with Agent ID and MQA 22MMeridian 1 47, 49Message (Inbox) 47Message waiting indicator 47More key 47Mute key 10, 47NNavigation keys 9, 47N

Revision history6August 2005Standard 2.00. This document is up-issued to support the Communication Server 1000 Release 4.5.May 2005Standard 1.00. Thi

About the Avaya 2007 IP Deskphone7About the Avaya 2007 IP DeskphoneThe Avaya 2007 IP Deskphone brings a premier multimedia experience to the IP Deskph

About the Avaya 2007 IP Deskphone8• volume control bar for adjusting ringer, speaker, handset, and headset volume• five call-processing fixed keys: —H

About the Avaya 2007 IP Deskphone9Figure 1: Avaya 2007 IP DeskphoneUse the Volume control bar to adjust the volume of the ringer, handset, headset, sp