Avaya IP Phone 2004 Call Center for Nortel Communication Server 1000 Guide de l'utilisateur

Nortel Communication Server 1000IP Phone 2004Call Center User GuideTitle page

About the telephone10The green InCalls key is the primary DN key located at the bottom right-side of the LCD screen.Programmable line (DN)/feature key

About the telephone11Press the Services key and use the navigation keys to access the following items:• Telephone Options:— Volume adjustment— Contras

About the telephone12Note: Press the Services key to exit from any menu or menu item.•The Password Admin menu many not be available on your IP Phone 2

About the telephone13Press the Quit key to end an active application. Pressing the Quit key does not affect the status of calls currently on your tele

About the telephone14Telephone displayThe IP Phone 2004 has three display areas:• The upper display area provides line and feature key status.• The mi

Agent and supervisor features15Agent and supervisor featuresThis section describes the following login features that are common to the Call Center Age

Agent and supervisor features16Logging in with Agent ID and Multiple Queue AssignmentsA Multiple Queue Assignment (MQA) login involves entering a four

Agent and supervisor features17Logging in with Agent ID and MQA login optionsTo enter ACD queues, use an Agent ID login with one of the MQA login opti

Agent and supervisor features18To log in:1. Press the InCalls key.2. Choose one of the following four login options:— For No Supervisor ID, No Priorit

Agent and supervisor features19Using Default LoginIf you normally use the same telephone, use the Default Login to log in just one time at the beginni

Agent and supervisor features20Logging out as agentYou can log out of the system completely or temporarily (NotReady state).To log out:5. To join the

Agent features21Agent featuresThe following sections describe features that are available to Agents:• “Answering ACD calls” on page 21• “Using Call Fo

Agent features22To terminate a call:Using Call ForceUse the Force Call feature to automatically connect an incoming ACD call. A time interval is set b

Agent features23Using Activity CodeUse Activity Code to record the types of activities you are performing.To record activities:3. Press the Services k

Agent features24Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.Using Not ReadyUse the Not R

Agent features25Placing or answering non-ACD callsUse this feature to receive and place calls on your individual line.To place a call:2. To return to

Agent features26To answer a call:When the LCD next to your individual DN key flashes, press the DN key. The LCD remains lit as long as you are on the

Agent features27Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a call from your su

Agent features28To place a call to your supervisor:To return to the ACD call:To conference in your supervisor during a call in progress:To transfer a

Agent features292. When your supervisor answers, press the Supervisor key again.3. Press the Goodbye key to terminate your access to the call.(Goodbye

Revision history3Revision historyMay 2007Standard 01.01. This document is issued to support Communication Server 1000 Release 5.0. This document con

Supervisor features30Supervisor featuresThe following sections describe features available to the Supervisor:• “Using Answer Agent” on page 30• “Using

Supervisor features31Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features32Using Answer EmergencyUse the Answer Emergency feature to receive calls from agents in an emergency situation.Using Call AgentUse

Supervisor features33Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.Using Ni

Supervisor features34To transition to Night Service:To deactivate Night Service:2. Press the 6 key (6 = N for Night) to go into Night Service.The Nigh

Supervisor features35Observing a callUse the Observe feature to monitor an agent in a call.Displaying the queueUse the Display Queue feature to access

Supervisor features36To display information on your ACD queue:Figure 4 shows the ACD queue status.Figure 4: Current status of ACD queuePress the Displ

Supervisor features37Displaying agent statusUse the Display Agent feature to view a summary of current status for all agents who have an agent Positio

Supervisor features38The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 li

Accessories39AccessoriesIP Phone Key Expansion Module (KEM)The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides

Revision history4

Accessories40

Terms you should know41Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know42FastbusyA signal given when all outgoing lines are busy.Feature displayAn area that shows status information about the feature

Terms you should know43Interrupted dial toneA broken or pulsed dial tone, heard when you access some features on your telephone.Nortel IP Phone Key Ex

Terms you should know44Off-hookAny line selected to make a call or receive an incoming call. The term off-hook is applied whether (a) the end-user lif

Terms you should know45Soft keys A set of keys programmed by your system administrator. These four keys located directly below the display area have f

Terms you should know46Volume control barA rocker bar you press to increase or decrease the volume of the ringer, handset, headset, speaker and the Ha

Index47IndexAAbout the IP Phone 2004 7Activity code 23Agent and MQA login options 17Agent and Supervisor features 15Agent features 21Agent key 31Agent

Index48More key 13, 43Mute key 12, 43NNavigation keys 10, 43Night Service 33Not Ready 24OObserve 35Off-hook 44Outbox/Shift key 12, 44PPaging tone 44Pl

Contents5ContentsAbout the telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . .

Nortel Communication Server 1000IP Phone 2004Call Center User GuideCopyright © 2007 Nortel Networks. All rights reserved.The information in this docum

Contents6Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Displaying the queue . . . . . . . . . . . . .

About the telephone7About the telephoneThe Nortel IP Phone 2004 brings voice and data to the desktop by connecting directly to a Local Area Network (L

About the telephone8Basic featuresThe IP Phone 2004 supports the following features:• 12 programmable feature keys: six (physical) user-defined featur

About the telephone9• hearing-aid compatibilityFigure 2 shows the IP Phone 2004.Figure 2: IP Phone 2004Telephone controlsNote: Some IP Phone 2004 phon