Avaya IP Softphone 2050 Call Center User's Guide

Nortel Communication Server 1000IP Softphone 2050Call Center User Guide

IP Softphone 2050 overview10— Shift (Outbox)— Services— Expand• Dedicated call processing keys: —Hold— Goodbye—Answer—Volume—Mute—Navigation— Message

IP Softphone 2050 overview11• Always-on-top option that keeps the Call Control window on top of all other open applicationsComponentsThe IP Softphone

IP Softphone 2050 overview12For more information about the Settings window, consult the IP Softphone 2050 User Guide (NN43119-101).System tray icon an

IP Softphone 2050 overview13DisplayIP Softphone 2050 themes (1100 series and compact) support two display areas (shown in Figure 1 and Figure 2).Figur

IP Softphone 2050 Call Control window14IP Softphone 2050 Call Control windowThe IP Softphone 2050 Call Control window supports the 1100 theme—designed

IP Softphone 2050 Call Control window15Call Control windowThe Call Control window (see Figure 3 below and Figure 4 on page 16) includes the standard f

IP Softphone 2050 Call Control window16Figure 4: Call Control Window—Compact Theme (silver)Accessibility InterfaceThe Accessibility Interface works wi

IP Softphone 2050 Call Control window17Call Control window elements and functionsTable 1 describes the elements and functions of the Call Control wind

IP Softphone 2050 Call Control window18Navigation arrowsTo scroll through menus and lists in the display area.Use the Send/Enter key at the center of

IP Softphone 2050 Call Control window19Hot keysYou can assign keyboard hot keys to access the full range of Call Control window functions and menu opt

Title page

IP Softphone 2050 Call Control window204. From the Items list, select the feature to which you want to assign a hot key.5. Under Press a new shortcut

IP Softphone 2050 Call Control window214. From the Items list, select the feature from which you want to remove a hot key.5. Click Remove. System tray

IP Softphone 2050 Call Control window22• Select Mute to mute the headset microphone.• Select Send to confirm menu selections and terminate input seque

IP Softphone 2050 Call Control window23Local DirectoryThe IP Softphone 2050 Local Directory (Figure 6) lets you store as many phone directories on you

IP Softphone 2050 Call Control window24The Shortcut Bar on the left side of the window lists all groups of shortcut links, including: • Local Director

IP Softphone 2050 Call Control window25For more information about managing contacts, refer to the IP Softphone 2050 User Guide (NN43119-101).CS 1000

IP Softphone 2050 Call Control window26Note: The Personal Directory, Redial List, and Callers List features have a one-minute time-out control period.

Agent and Supervisor features27Agent and Supervisor featuresThis section describes login features common to the Call Center Agent and Supervisor. The

Agent and Supervisor features28Logging 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 features29Logging in using Agent ID and Multiple Queue AssignmentsIf your configuration uses Multiple Queue Assignment (MQA, use

Revision history3Revision historyJuly 2008Standard 02.02. This document is up-issued to support IP Softphone 2050 Release 3.1. Updated to include info

Agent and Supervisor features30Logging in: No Supervisor ID, No PriorityTo login using the No Supervisor ID, No Priority option:1. Click InCalls.2. Di

Agent and Supervisor features317. 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 features32Using Default LoginIf you normally use the same telephone for each shift, use the Default Login once at the beginning o

Agent features33Agent featuresThe following sections describe features that are available to agents:• “Incoming Call Notification” on page 33• “Incomi

Agent features34Answering 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 features35When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes

Agent features36Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator rem

Agent features37Answering a callWhen the indicator next to your individual DN key flashes, click DN. The indicator remains lit as long as the call rem

Agent features38Conferencing your supervisor to a call in progressYou can conference in your supervisor to a call in progress:• To talk privately with

Supervisor features39Supervisor featuresThis section describes the following features that are available to supervisors:• “Using Answer Agent” on page

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

Supervisor features40Using Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a

Supervisor features41Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC display

Supervisor features42Activating Night ServiceTo activate Night Service, do the following:1. Click Night.2. Click the 6 key (N for Night) to go into Ni

Supervisor features433. To terminate the observation, click Observe.Using Display Agent StatusUse the Display Agent feature to view a summary of curre

Supervisor features44Using Display QueueUse the Display Queue feature to view the status of all calls waiting in the queue.To activate Display Queue,

Supervisor features45Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue are not being accepted.Fast Flashing Overlo

Supervisor features46

Index47IndexAActivity Code, 35Agent ID, 29Agent, 40Answer Agent, 39Answer Emergency, 40Answer, 18CCall Agent, 41Call Control Window1140 skin, 15Compac

Index48No Supervisor ID, With Priority, 30Non-ACD calls, 36NotReady, 31, 32, 36OObserve Agent, 40Observe, 42Outbox/Shift, 19PPrimary display, 17Priori

Revision history5

Nortel Communication Server 1000IP Softphone 2050Call Center User GuideCopyright © 2008 Nortel Networks. All rights reserved.LEGAL NOTICEWhile the i

Contents6ContentsIP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 9Features . . . . . . . . . . . . . . . . . . . . .

Contents7For Basic ACD or Contact Center Manager . . . . . . . . . . . 28Logging in using Agent ID and Multiple Queue Assignments . 29Using MQA lo

Contents8Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Using Answer Agent . . . . . . . . . . . . . . . . . .

IP Softphone 2050 overview9IP Softphone 2050 overviewThe IP Softphone 2050 is a business telephone application that you can use to make and take calls