Avaya IP Phone 2002 Call Center User's Guide

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 Phone13Telephone displayThe IP Phone 2002 has three display areas:• The upper display area provides labels for the four user-defined feature

About the Phone14• The middle display area contains single-line information for items such as caller number, caller name, feature prompt string, user-

Agent and Supervisor features15Agent and Supervisor featuresThis section describes the login features that are common to the Call Center Agent and Sup

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

Agent and Supervisor features17Using 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 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 LoginUse the Default Login to log in just one time at the beginning of a shift. The Default Login uses yo

Agent and Supervisor features20Logging out an AgentYou can log out of the system completely or temporarily (NotReady state).To log out:Choose one of t

Agent features21Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 21• “Using Force C

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

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:To answer a call

Agent features26Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a call from your su

Agent features27To 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 features282. When your supervisor answers, press the Supervisor key again.3. Press the Goodbye key to terminate your access to the call.(Goodbye

Supervisor features29Supervisor featuresThe following sections describe features available to the Supervisor:• “Using Answer Agent” on page 29• “Using

Revision history3Revision history May 2009Standard 02.01. This document is up-issued to support Communication Server 1000 Release 6.0. May 2007Standar

Supervisor features30Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features31Using Call AgentUse the Call Agent feature to contact an agent.Using InterflowUse the Interflow feature to redirect calls when th

Supervisor features32Using Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Serv

Supervisor features33To deactivate Night Service:Observing a callUse the Observe feature to monitor an agent in a call.1. Press the Night Service key.

Accessories34AccessoriesNortel IP Phone Key Expansion Module (KEM)The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that p

Terms you should know35Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know36Feature displayAn area that shows status information about the feature in use. It also displays the name and status of the acti

Terms you should know37Nortel IP Phone Key Expansion Module (KEM)An optional hardware module which provides additional line appearances and feature ke

Terms you should know38Outbox/Shift keyA fixed key reserved for future feature development.Primary Directory NumberThe main extension number on your t

Terms you should know39Special dial toneThe three consecutive tones followed by dial tone that you hear when accessing telephone features.Status messa

Revision history4November 2002Standard 1.00. This document is issued to support Meridian 1 Release 25.40 and Succession Communication Server for Enter

Terms you should know40

Index41IndexAAbout the IP Phone 2002 7Activity code 23Agent and Supervisor features 15Agent features 21Agent key 30Agent logout 20Answer ACD calls 21A

Index42More key 13, 37Mute key 12, 37NNavigation keys 10, 37Night Service 32Not Ready 24OObserve 33Off-hook 37Outbox/Shift key 13, 38PPaging tone 38Pl

Nortel Communication Server 1000IP Phone 2002Call Center User GuideCopyright © 2002-2009 Nortel Networks. All rights reserved. LEGAL NOTICEWhile the i

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

Contents6Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Accessories . . . . . . . . . . . . . . . . . .

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