Avaya 1165E Guide de l'utilisateur

Avaya 1165E IP Deskphone Call Center User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 04.02Part Code: NN43101-104Da

About the Avaya 1165E IP Deskphone10• support for Graphical External Application Server (GXAS) protocol that enables External Application Server APIs

About the Avaya 1165E IP Deskphone11Telephone controlsFigure 1 on page 11 shows the Avaya 1165E IP Deskphone.Figure 1: Avaya 1165E IP DeskphoneThis se

About the Avaya 1165E IP Deskphone12Press the More... key to access the next layer of soft keys (self-labeled).The keys on either side of the LCD disp

About the Avaya 1165E IP Deskphone13Your Mute key functionality is enabled or disabled by your system administrator. Contact your system administrator

About the Avaya 1165E IP Deskphone14Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections.In most menus, you can

About the Avaya 1165E IP Deskphone15When a message is waiting, or there is an incoming call, the red Message Waiting\Incoming Call Indicator LED at th

About the Avaya 1165E IP Deskphone16Press the Message/Inbox key to access your voice mailbox.Note: This function is not available on all phones; consu

About the Avaya 1165E IP Deskphone17Telephone displayThe Avaya 1165E IP Deskphone has a 4.1 inch (diagonal measured) color QVGA TFT display, capable o

About the Avaya 1165E IP Deskphone18• The middle display area contains information for items such as caller number, caller name, Call Timer, feature p

About the Avaya 1165E IP Deskphone19Figure 3 on page 19 shows an idle LCD screen.Figure 3: Avaya 1165E IP Deskphone LCD display screenUSB supportThe A

© 2013 Avaya Inc. All Rights Reserved.NoticeWhile reasonable efforts have been made to ensure that the information in this document is complete and ac

About the Avaya 1165E IP Deskphone20You can plug a USB flash drive into the USB Port of the Avaya 1165E IP Deskphone or on a powered hub connected to

About the Avaya 1165E IP Deskphone21The following soft keys are displayed:Play Delete Call More...Stop Conf Reply More...Comp Forwrd Bye More...Soft k

About the Avaya 1165E IP Deskphone22Security featuresThe following security features are available on your Avaya 1165E IP Deskphone:• Encrypted callin

About the Avaya 1165E IP Deskphone23Note: The default configuration for Password Protection is off. To turn Password Protection on or off:3. Press Ent

About the Avaya 1165E IP Deskphone242. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode.3. Use the dialpad to enter yo

Agent and supervisor features25Agent and supervisor featuresThis section describes login features that are common to the Call Center agent and supervi

Agent and supervisor features26assigned to you, the display screen prompts you to enter a four-digit code.Note: The following procedure applies if you

Agent and supervisor features27Logging in using Multiple QueueAssignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA), u

Agent and supervisor features28The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and supervisor features29Using Default LoginIf you normally use the same IP Deskphone, use the Default Login to log in just one time at the begi

written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.Third-party components“Third Party Components” mean ce

Agent and supervisor features30Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features31Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 31• “Using Call Fo

Agent features32To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features33To enable Call Forcing for headset users:Using Return to Queue on No AnswerIf a call is not answered, the call is sent back to the ACD

Agent features34Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use Emergency:3. Press th

Agent features35Using Not ReadyUse the Not Ready feature to take your IP Deskphone out of the call queue while completing post-call work.Note: If you

Agent features36To answer a call:Contacting your supervisor•Use the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Agent features37To place a call to your supervisor:To return to the ACD call:To conference in your supervisor during a call in progress:1. Press the H

Agent features38To transfer a call to your supervisor during a call in progress:Using Record On Demand keyIf this feature is enabled, you can use the

Agent features39Using SAVE keyUse the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is

Contents4ContentsBasic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Telephone controls . . . . . . . . . . .

Supervisor features40Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 40• “Using

Supervisor features41Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features42To use Answer Emergency:Using Call AgentUse the Call Agent feature to contact an Agent.To use Call Agent:1. When the LCD next to

Supervisor features43Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.To use I

Supervisor features44To 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 features45Observing a callUse the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between

Supervisor features46Displaying the queueUse the Display Queue feature to access the status of calls in an ACD queue. The information displayed includ

Supervisor features47Figure 4: Current status of ACD queueThe LCD indicator beside the Display Queue key gives you a visual indication of the number o

Supervisor features48Displaying agent statusUse the Display Agent feature to view a summary of current status for all agents who have an agent Positio

Supervisor features49Figure 5: Current status of agents

Contents5Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Using the Agent key . . . . . . . . . . . . . . . . .

Terms you should know50Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know51Contact Center ManagerAvaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments, prov

Terms you should know52Goodbye keyA fixed key used to end an active call. IndicatorAn LCD or an LED that indicates the status of a feature by the flas

Terms you should know53Return to Queue on No AnswerIf a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s tele

Terms you should know54Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office comm

Terms you should know55

Index56IndexAAbout the Avaya 1165E IP Desk-phone 8Activity code 33Agent and MQA login options 27Agent and Supervisor features 25Agent features 31Agent

Index57Message key 52Message waiting indicator 54More key 12Mute key 13NNavigation keys 13, 52Night Service 43Not Ready 35OObserve 45Off-hook 52PPagin

Revision history6Revision historyMarch 2013Standard 04.02. This document is up-issued to support Avaya Communication Server 1000 Release 7.6.November

Revision history7

About the Avaya 1165E IP Deskphone8About the Avaya 1165E IP DeskphoneThe Avaya 1165E IP Deskphone builds on the award-winning Avaya 1100 Series IP Des

About the Avaya 1165E IP Deskphone9• four soft keys to provide easy access to features and call control• high resolution color display• high-quality h