Avaya 2050 IP Softphone Call Center User's Guide

Avaya 2050 IP Softphone Call Center User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 05.03Part Code: NN43119-100Dat

Revision history10December 2007Standard 02.01. This document is up-issued to support IP Softphone 2050 Release 3.0.May 2007Standard 01.01. This docume

Revision history11September 2002Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Communication Server for Enterprise 100

Contents11ContentsAvaya 2050 IP Softphone overview . . . . . . . . . . . . . . . . . . 15New features and support . . . . . . . . . . . . . . .

Contents12Logging in with Agent ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34For Basic ACD or Contact Center Manager . . . . . . .

Contents13Transferring a call to your supervisor . . . . . . . . . . . . . . . . 45Supervisor features . . . . . . . . . . . . . . . . . . . . . .

Contents14

Avaya 2050 IP Softphone overview15Avaya 2050 IP Softphone overviewThe Avaya 2050 IP Softphone is a business telephone application that you can use to

Avaya 2050 IP Softphone overview16FeaturesThe Avaya 2050 IP Softphone supports the following features:• Twelve user-defined feature keys: six Programm

Avaya 2050 IP Softphone overview17• User-selected ringer that lets the PC speakers or the headset ring for incoming calls• Choice of the following int

Avaya 2050 IP Softphone overview18Call Control windowThe Avaya 2050 IP Softphone Call Control window displays the line keys, feature buttons, and call

© 2012 Avaya Inc. All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is complete and a

Avaya 2050 IP Softphone overview19i2050.exe applicationThe i2050.exe application lets the Avaya 2050 IP Softphone communicate with the server. It laun

Avaya 2050 IP Softphone Call Control window20Avaya 2050 IP Softphone Call Control windowThe Avaya 2050 IP Softphone Call Control window supports the 1

Avaya 2050 IP Softphone Call Control window21Call Control windowThe Call Control window (see Figure 1 below and Figure 2 on page 22) includes the stan

Avaya 2050 IP Softphone Call Control window22Figure 2: Call Control Window—Compact Theme (silver)Accessibility InterfaceThe Accessibility Interface wo

Avaya 2050 IP Softphone Call Control window23Call Control window elements and functionsTable 1 describes the elements and functions of the Call Contro

Avaya 2050 IP Softphone Call Control window24Navigation arrowsTo scroll through menus and lists in the display area.Use the Send/Enter key at the cent

Avaya 2050 IP Softphone Call Control window25Mute Mute key functionality is enabled or disabled by your system administrator. Contact your system admi

Avaya 2050 IP Softphone Call Control window26Dialpad To dial a telephone number. Use your mouse pointer to click the numbers you want to enter.Directo

Avaya 2050 IP Softphone Call Control window27Hot keysYou can assign keyboard hot keys to access the full range of Call Control window functions and me

Avaya 2050 IP Softphone Call Control window28• Shift+Up, Shift+Down• PageUp, PageDn• Alt+F1 to Alt+F12• F1, Shift+F1,Ctrl+F1, Ctrl+Alt+F1, Ctrl+Alt+Sh

3GNU GENERAL PUBLIC LICENSEVersion 2, June 1991Copyright (C) 1989, 1991 Free Software Foundation, Inc. 59 Temple Place - Suite 330, Boston, MA 02111-1

Avaya 2050 IP Softphone Directories29Avaya 2050 IP Softphone DirectoriesThe Avaya 2050 IP Softphone uses the following directories for maintaining and

Avaya 2050 IP Softphone Directories30Opening a Local Directory from the Call Control windowTo open a Local Directory:1. On the Call Control window, cl

Avaya 2050 IP Softphone Directories31For more information about managing contacts, refer to the Avaya 2050 IP Softphone User Guide (NN43119-101).Avaya

Avaya 2050 IP Softphone Directories32For further information about the Avaya 2050 IP Softphone and Avaya Mobile Voice Client 2050, consult Avaya IP Ph

Agent and Supervisor features33Agent and Supervisor featuresThis section describes login features common to the Call Center Agent and Supervisor. The

Agent and Supervisor features34Logging in without Agent ID For basic ACDIf your ACD configuration does not rely on Agent ID, which is often the case i

Agent and Supervisor features35Logging in using Agent ID and Multiple Queue AssignmentsIf your configuration uses Multiple Queue Assignment (MQA, use

Agent and Supervisor features36Logging in: No Supervisor ID, No PriorityTo login using the No Supervisor ID, No Priority option:1. Click InCalls.2. Di

Agent and Supervisor features377. Dial ACD DN 3 #.8. Dial Priority 3 #.9. Dial ACD DN 4 #.10. Dial Priority 4 #.11. Dial ACD DN 5 #.12. Dial Priority

Agent and Supervisor features38Using Default LoginIf you normally use the same telephone for each shift, use the Default Login once at the beginning o

4TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License applies to any program or other work which contains a notice placed b

Agent features39Agent featuresThe following sections describe features that are available to agents:• “Incoming Call Notification” on page 39• “Incomi

Agent features40Answering ACD callsClick InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right

Agent features41When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes

Agent features42To use the Emergency feature, do the following:1. During an active call, click Emergency.When the supervisor picks up, a three-way cal

Agent features43• CR application in Bulk Record + Save everything mode - Recorded conversation is saved at the end of the call. If the SAVE key is cli

Agent features44Answering a callWhen the indicator next to your individual DN key flashes, click DN. The indicator remains lit as long as the call rem

Agent features45Note: The enter key on the keyboard can also be used to pick up the longest incoming ringing/non-ringing DN by configuring Automatic l

Supervisor features46Supervisor featuresThis section describes the following features that are available to supervisors:• “Using Answer Agent” on page

Supervisor features47Using Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a

Supervisor features48Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC display

5whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardl

Supervisor features49Activating Night ServiceTo activate Night Service, do the following:1. Click Night.2. Click the 6 key (N for Night) to go into Ni

Supervisor features503. To terminate the observation, click Observe.Using Display Agent StatusUse the Display Agent feature to view a summary of curre

Supervisor features51Using Display QueueUse the Display Queue feature to view the status of all calls waiting in the queue.To activate Display Queue,

Supervisor features52Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue are not being accepted.Fast Flashing Overlo

Index53IndexAActivity Code, 41Agent ID, 35Agent, 47Answer Agent, 46Answer Emergency, 47Answer, 24CCall Agent, 48Call Control Window1140 skin, 21Compac

Index54No Supervisor ID, With Priority, 36Non-ACD calls, 43NotReady, 37, 38, 43OObserve Agent, 47Observe, 49Outbox/Shift, 26PPrimary display, 23Priori

6works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based

7the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free

8This program is free software; you can redistribute it and/or modify it under the terms of the GNU General Public License as published by the Free So

Revision history9Revision historyApril 2012Standard 05.03. This document is up-issued to include information about answering calls using the Enter key