Avaya IP Softphone 2050 Call Center User's Guide

Nortel Communication Server 1000IP Softphone 2050Call Center User Guide

Revision history10August 2005Standard 4.00. This document is up-issued to support Nortel Communication Server 1000 Release 4.5.September 2004Standard

Revision history11

Contents12ContentsIP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15Features . . . . . . . . . . . . . . . . . . . . . .

Contents13For Basic ACD or Contact Center Manager . . . . . . . . . . . 32Logging in using Agent ID and Multiple Queue Assignments . 33Using MQA log

Contents14Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Using Answer Agent . . . . . . . . . . . . . . . . . .

IP Softphone 2050 overview15IP Softphone 2050 overviewThe IP Softphone 2050 is a business telephone application that you can use to make and take call

IP Softphone 2050 overview16— Shift (Outbox)— Services— Expand• Dedicated call processing keys: —Hold— Goodbye—Answer—Volume—Mute—Navigation— Message

IP Softphone 2050 overview17• Always-on-top option that keeps the Call Control window on top of all other open applicationsComponentsThe IP Softphone

IP Softphone 2050 overview18For more information about the Settings window, consult the IP Softphone 2050 User Guide (NN43119-101).System tray icon an

IP Softphone 2050 Call Control window19IP Softphone 2050 Call Control windowThe IP Softphone 2050 Call Control window supports the 1100 theme—designed

Title page

IP Softphone 2050 Call Control window20Call Control windowThe Call Control window (see Figure 1 below and Figure 2 on page 21) includes the standard f

IP Softphone 2050 Call Control window21Figure 2: Call Control Window—Compact Theme (silver)Accessibility InterfaceThe Accessibility Interface works wi

IP Softphone 2050 Call Control window22Call Control window elements and functionsTable 1 describes the elements and functions of the Call Control wind

IP Softphone 2050 Call Control window23Navigation arrowsTo scroll through menus and lists in the display area.Use the Send/Enter key at the center of

IP Softphone 2050 Call Control window24Hot keysYou can assign keyboard hot keys to access the full range of Call Control window functions and menu opt

IP Softphone 2050 Call Control window25Adding a hot keyTo add a new hot key:1. Click the Menu button.2. Select File > Settings > Hot Keys.3. Cho

IP Softphone 2050 Call Control window26• Space barRemoving a hot keyTo remove a hot key:1. Click the Menu button. 2. Select File > Settings > Ho

IP Softphone 2050 Directories27IP Softphone 2050 DirectoriesThe IP Softphone 2050 uses two directories for maintaining and accessing contacts: the Loc

IP Softphone 2050 Directories28Opening a Local Directory from the Call Control windowTo open a Local Directory:1. On the Call Control window, click th

IP Softphone 2050 Directories29For more information about managing contacts, refer to the IP Softphone 2050 User Guide (NN43119-101).CS 1000 Director

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IP Softphone 2050 Directories30For further information about the Nortel IP Softphone 2050, consult IP Phones Fundamentals (NN43001-368).

Agent and Supervisor features31Agent and Supervisor featuresThis section describes login features common to the Call Center Agent and Supervisor. The

Agent and Supervisor features32Logging 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 features33Logging in using Agent ID and Multiple Queue AssignmentsIf your configuration uses Multiple Queue Assignment (MQA, use

Agent and Supervisor features34Logging in: No Supervisor ID, No PriorityTo login using the No Supervisor ID, No Priority option:1. Click InCalls.2. Di

Agent and Supervisor features357. 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 features36Using Default LoginIf you normally use the same telephone for each shift, use the Default Login once at the beginning o

Agent features37Agent featuresThe following sections describe features that are available to agents:• “Incoming Call Notification” on page 37• “Incomi

Agent features38Answering 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 features39When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes

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Agent features40Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator rem

Agent features41Answering a callWhen the indicator next to your individual DN key flashes, click DN. The indicator remains lit as long as the call rem

Agent features42Conferencing your supervisor to a call in progressYou can conference in your supervisor to a call in progress:• To talk privately with

Supervisor features43Supervisor featuresThis section describes the following features that are available to supervisors:• “Using Answer Agent” on page

Supervisor features44Using Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a

Supervisor features45Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC display

Supervisor features46Activating Night ServiceTo activate Night Service, do the following:1. Click Night.2. Click the 6 key (N for Night) to go into Ni

Supervisor features473. To terminate the observation, click Observe.Using Display Agent StatusUse the Display Agent feature to view a summary of curre

Supervisor features48Using Display QueueUse the Display Queue feature to view the status of all calls waiting in the queue.To activate Display Queue,

Supervisor features49Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue are not being accepted.Fast Flashing Overlo

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Supervisor features50

Index51IndexAActivity Code, 39Agent ID, 33Agent, 44Answer Agent, 43Answer Emergency, 44Answer, 23CCall Agent, 45Call Control Window1140 skin, 20Compac

Index52No Supervisor ID, With Priority, 34Non-ACD calls, 40NotReady, 35, 36, 40OObserve Agent, 44Observe, 46Outbox/Shift, 24PPrimary display, 22Priori

Nortel Communication Server 1000IP Softphone 2050Call Center User GuideCopyright © 2002-2009 Nortel Networks. All rights reserved.LEGAL NOTICEWhile

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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 historyJune 2009Standard 03.02. This document is up-issued to support IP Softphone 2050 Release 3.3 with Communication Serve