Avaya IP Phone 2004 Call Center User's Guide

Nortel Communication Server 1000IP Phone 2004Call Center User GuideTitle page

About the phone10The green InCalls key is the primary DN key located at the bottom right-side of the LCD display screen.Programmable line (DN)/feature

About the phone11Press the Services key and use the navigation keys to access the following items:• Telephone Options:— Volume adjustment— Contrast ad

About the phone12Note: Press the Services key to exit from any menu or menu item.•The Password Admin menu many not be available on your IP Phone 2004.

About the phone13Press the Quit key to end an active application. Pressing the Quit key does not affect the status of calls currently on your telephon

About the phone14Telephone displayThe IP Phone 2004 has three display areas:• The upper display area provides line and feature key status.• The middle

Agent and supervisor features15Agent and supervisor featuresThis section describes the following login features that are common to the Call Center Age

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

Agent and supervisor features17Logging in with Agent ID and MQA login optionsTo enter ACD queues, use an Agent ID login with one of the MQA login opti

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 LoginIf you normally use the same telephone, use the Default Login to log in just one time at the beginni

Agent and supervisor features20Logging out as agentYou can log out of the system completely or temporarily (NotReady state).To log out:5. To join the

Agent features21Agent featuresThe following sections describe features that are available to Agents:• “Answering ACD calls” on page 21• “Using Call Fo

Agent features22To terminate the call:Using Call ForceUse 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 historyJuly 2006Standard 5.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5. LOGOs and

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 Answer EmergencyUse the Answer Emergency feature to receive calls from agents in an emergency situation.Using Call AgentUse

Supervisor features32Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.Using Ni

Supervisor features33To 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 features34Observing a callUse the Observe feature to monitor an agent in a call.Displaying the queueUse the Display Queue feature to access

Supervisor features35To display information on your ACD queue:Figure 4 shows the ACD queue status.Figure 4: Current status of ACD queuePress the Displ

Supervisor features36Displaying agent statusUse the Display Agent feature to view a summary of current status for all agents who have an agent Positio

Supervisor features37The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lis

Accessories38AccessoriesIP Phone Key Expansion Module (KEM)The Nortel IP Phone Key Expansion Module (KEM) is an optional hardware module that provides

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

Revision history4

Terms you should know40FastbusyA signal given when all outgoing lines are busy.Feature displayAn area that shows status information about the feature

Terms you should know41Interrupted dial toneA broken or pulsed dial tone, heard when you access some features on your telephone.Nortel IP Phone Key Ex

Terms you should know42Off-hookAny line selected to make a call or receive an incoming call. The term off-hook is applied whether (a) the end-user lif

Terms you should know43Soft keys (self-labeled)A set of keys programmed by your system administrator. These four keys located directly below the displ

Terms you should know44Volume control barA rocker bar you press to increase or decrease the volume of the ringer, handset, headset, speaker and the Ha

Index45IndexAAbout the IP Phone 2004 7Activity code 23Agent and MQA login options 17Agent and Supervisor features 15Agent features 21Agent key 30Agent

Index46More key 13, 41Mute key 12, 41NNavigation keys 10, 41Night Service 32Not Ready 24OObserve 34Off-hook 42Outbox/Shift key 12, 42PPaging tone 42Pl

Nortel Communication Server 1000IP Phone 2004Call Center User GuideCopyright © 2006 Nortel Networks. All rights reserved.The information in this docum

Contents5ContentsAbout the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . .

Contents6Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Displaying the queue . . . . . . . . . . . . .

About the phone7About the phoneThe Nortel IP Phone 2004 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) thro

About the phone8Basic featuresThe IP Phone 2004 supports the following features:• 12 programmable feature keys: six (physical) user-defined feature ke

About the phone9Figure 2 shows the IP Phone 2004.Figure 2: IP Phone 2004Telephone controlsNote: Some IP Phone 2004 phones are shipped with optional ke