Avaya 1120E User's Guide

Nortel Communication Server 1000IP Phone 1120ECall Center User GuideTitle page

About the Nortel IP Phone 1120E10Table 1: Telephone controlsContext-sensitive soft keys are located below the display area. The LCD label above each

About the Nortel IP Phone 1120E11Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree featu

About the Nortel IP Phone 1120E12Press the Enter key, at the center of the Navigation key cluster, to confirm menu selections.In most menus, you can u

About the Nortel IP Phone 1120E13When your IP Phone 1120E firmware is being updated, the blue Feature Status Lamp indicator flashes.Note: To find out

About the Nortel IP Phone 1120E14Press the Services key to open the Services menu, and use the navigation keys to access the following items:• Telepho

About the Nortel IP Phone 1120E15Telephone displayYour IP Phone 1120E has three display areas:• The upper display area provides labels for the four se

About the Nortel IP Phone 1120E16• The lower display area provides labels for the four context-sensitive soft keys.Figure 3 shows an idle LCD display

Agent and Supervisor features17Agent and Supervisor featuresThis section describes the login features that are common to the Call Center agent and sup

Agent and Supervisor features18For more information about Nortel Contact Center Manager, visit www.nortel.com.To log in as an agent:1. Lift the handse

Agent and Supervisor features19Logging in using Multiple Queue Assignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA),

Agent and Supervisor features20The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and Supervisor features21Using 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 features22Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features23Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 23• “Using Call Fo

Agent features24To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features25To 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 features26Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use the Emergency feature

Agent features27Using Not ReadyUse the Not Ready feature to take your telephone out of the call queue while completing post-call work.Note: If you don

Agent features28To answer a call:Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Agent features29To 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

Revision history3Revision history May 2009Standard 03.01. This document is up-issued to support Communication Server 1000 Release 6.0. April 2008Stand

Agent features30To transfer a call to your supervisor during a call in progress:1. Press the Supervisor key.2. When your supervisor answers, press the

Supervisor features31Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 31• “Using

Supervisor features32Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features33Using Call AgentUse the Call Agent feature to contact an agent.To use Call Agent:Using InterflowUse the Interflow feature to redi

Supervisor features34Using Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Serv

Supervisor features35To deactivate Night Service:Observing a callUse the Observe feature to monitor an agent in a call.To observe a call:1. Press the

Supervisor features36

Terms you should know37Terms you should knowCalling Party Name DisplayInformation appearing on the LCD display screen, such as the caller’s name and t

Terms you should know38Directory Number (DN)A number consisting of one to seven digits for a telephone, and also known as an extension number.Feature

Terms you should know39Information lineA one-line by 24-character area that displays date and time or application information.Interrupted dial toneA b

Revision history4

Terms you should know40Services keyA fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office

Terms you should know41releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.User interface Screen

Terms you should know42

Index43IndexAAbout the IP Phone 1120E 7Activity code 25Agent and MQA login options 19Agent and Supervisor features 17Agent features 23Agent key 32Agen

Index44MMessage key 39Message waiting indicator 12, 41Message/Inbox key 13More key 10Mute key 11NNavigation keys 11, 39Night Service 34Not Ready 27OOb

Nortel Communication Server 1000IP Phone 1120ECall Center User GuideCopyright © 2006–2009 Nortel Networks. All Rights Reserved.The information in this

Contents5ContentsAbout the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . . .

Contents6Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Using Call Agent . . . . . . . . . . . . . . . . . . . . . .

About the Nortel IP Phone 1120E7About the Nortel IP Phone 1120EThe Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly t

About the Nortel IP Phone 1120E8Note: Some IP Phone 1120E phones are not configured to support soft key functionality. Consult your system administrat

About the Nortel IP Phone 1120E9• Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series (Expansion Module)For infor