Avaya Communication Server 1000 IP Phone 2002 Call Center Guide de l'utilisateur

Nortel Communication Server 1000IP Phone 2002Call Center User GuideTitle page

About the Phone10Programmable line (DN)/feature keys are extra DNs or feature keys used to access additional features.A steady LCD light beside a line

About the Phone11Press the Services key and use the navigation keys to access the following items:• Telephone Options:— Volume adjustment— Contrast ad

About the Phone12• Virtual Office Login and Virtual Office Logout (if Virtual Office is configured)• Test Local Mode and Resume Local Mode (if Media G

About the Phone13Your Mute key functionality is enabled or disabled by your system administrator. Contact your system administrator to determine if yo

About the Phone14Telephone displayThe IP Phone 2002 has three display areas:• The upper display area provides labels for the four user-defined feature

About the Phone15• The lower display area provides soft key label information.Figure 3: IP Phone LCD screen

Agent and Supervisor features16Agent and Supervisor featuresThis section describes the login features that are common to the Call Center Agent and Sup

Agent and Supervisor features17Logging in with Agent ID and Multiple Queue AssignmentsA Multiple Queue Assignment (MQA) login involves entering a four

Agent and Supervisor features18Using Agent ID and MQA login optionsTo enter ACD queues, use an Agent ID login with one of the MQA login options descri

Agent and Supervisor features19To 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 features20Using Default LoginUse the Default Login to log in just one time at the beginning of a shift. The Default Login uses yo

Agent and Supervisor features21Logging out an AgentYou can log out of the system completely or temporarily (NotReady state).To log out:Choose one of t

Agent features22Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 22• “Using Force C

Agent features23To terminate the call:Using Force CallUse the Force Call feature to automatically connect an incoming ACD call. A time interval is set

Agent features24Using Activity codeUse Activity code to record the types of activities you are performing.To record activities:3. Press the Services k

Agent features25Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.Using Not ReadyUse the Not R

Agent features26Placing or answering non-ACD callsUse this feature to receive and place calls on your individual line.To place a call:To answer a call

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 history June 2010Standard 03.01. This document is up-issued to support Communication Server 1000 Release 7.0.May 2009Standar

Using Record On Demand key30Using Record On Demand keyf this feature is enabled, you can use the Record on Demand (ROD) feature key to record your tel

Using Record On Demand key31CR application in Bulk Record + Delete everything mode - Recorded conversation is deleted at the end of the call. If the S

Supervisor features32Supervisor featuresThe following sections describe features available to the Supervisor:• “Using Answer Agent” on page 32• “Using

Supervisor features33Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features34Using Call AgentUse the Call Agent feature to contact an agent.Using InterflowUse the Interflow feature to redirect calls when th

Supervisor features35Using Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Serv

Supervisor features36To deactivate Night Service:Observing a callUse the Observe feature to monitor an agent in a call.1. Press the Night Service key.

Accessories37AccessoriesNortel IP Phone Key Expansion Module (KEM)The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that p

Accessories38

Terms you should know39Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Revision history4October 2003Standard 2.00. This document is up-issued to support Succession 3.0 Software.November 2002Standard 1.00. This document is

Terms you should know40Feature displayAn area that shows status information about the feature in use. It also displays the name and status of the acti

Terms you should know41Nortel IP Phone Key Expansion Module (KEM)An optional hardware module which provides additional line appearances and feature ke

Terms you should know42Outbox/Shift keyA fixed key reserved for future feature development.Primary Directory NumberThe main extension number on your t

Terms you should know43Special dial toneThe three consecutive tones followed by dial tone that you hear when accessing telephone features.Status messa

Terms you should know44

Index45IndexAAbout the IP Phone 2002 7Activity code 24Agent and Supervisor features 16Agent features 22Agent key 33Agent logout 21Answer ACD calls 22A

Index46More key 13, 41Mute key 41NNavigation keys 10, 41Night Service 35Not Ready 25OObserve 36Off-hook 41Outbox/Shift key 14, 42PPaging tone 42Place

Nortel Communication Server 1000IP Phone 2002Call Center User GuideCopyright © 2002-2010 Nortel Networks. All rights reserved.The information in this

Contents5ContentsAbout the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . .

Contents6Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Using Night Service . . . . . . . . . . . . . .

About the Phone7About the PhoneThe Nortel IP Phone 2002 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) thro

About the Phone8Note: Not all IP Phone 2002 sets are configured to support soft key functionality. Consult your system administrator.• multi-field LCD

About the Phone9Figure 2 illustrates the IP Phone 2002.Figure 2: IP Phone 2002Telephone controlsNote: Some IP Phone 2002 sets include optional key cap