Avaya 1140E User's Guide

Avaya 1140E IP Deskphone Call Center User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 06.01Part Code: NN43113-105Da

About the Avaya 1140E IP Deskphone10Telephone controlsThis section describes the controls on your Avaya 1140E IP Deskphone. In some geographic regions

About the Avaya 1140E IP Deskphone11A steady LCD light beside a feature key indicates that the feature is active. A flashing LCD light indicates that

About the Avaya 1140E IP Deskphone12Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of t

About the Avaya 1140E IP Deskphone13Press the Headset key twice to open the Bluetooth Setup menu.If Bluetooth wireless technology is not enabled on yo

About the Avaya 1140E IP Deskphone14Press the Quit/Stop key to exit an active menu or dialog. Pressing the Quit/Stop key does not affect the status of

About the Avaya 1140E IP Deskphone15Press the Services key to open the Services menu, and use the navigation keys to access the following items:• Tele

About the Avaya 1140E IP Deskphone16• Password Admin:— Station Control PasswordThe Password Admin menu is not available on all Avaya 1140E IP Deskphon

About the Avaya 1140E IP Deskphone17Telephone displayThe Avaya 1140E IP Deskphone has three display areas:• The upper display area provides labels for

Agent and supervisor features18Agent and supervisor featuresThis section describes login features that are common to the Call Center agent and supervi

Agent and supervisor features19assigned to you, the display screen prompts you to enter a four-digit code.Note: The following procedure applies if you

© 2010 Avaya Inc. All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is complete and a

Agent and supervisor features20Logging in using Multiple QueueAssignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA), u

Agent and supervisor features21The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and supervisor features22Using Default LoginIf you normally use the same IP Deskphone, use the Default Login to log in just one time at the begi

Agent and supervisor features23Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features24Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 24• “Using Call Fo

Agent features25To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features26To enable Call Forcing for headset users:Using Return to Queue on No AnswerIf a call is not answered, the call is sent back to the ACD

Agent features27Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use Emergency:3. Press th

Agent features28Using Not ReadyUse the Not Ready feature to take your IP Deskphone out of the call queue while completing post-call work.Note: If you

Agent features29To answer a call:Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Contents3ContentsAbout the Avaya 1140E IP Deskphone . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . . . . .

Agent features30To place a call to your supervisor:To return to the ACD call:To conference in your supervisor during a call in progress:1. Press the H

Agent features31To transfer a call to your supervisor during a call in progress:Using Record On Demand keyIf this feature is enabled, you can use the

Agent features32Using SAVE keyUse the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is

Supervisor features33Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 33• “Using

Supervisor features34Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features35To use Answer Emergency:Using Call AgentUse the Call Agent feature to contact an Agent.To use Call Agent:1. When the LCD next to

Supervisor features36Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.To use I

Supervisor features37To 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 features38Observing a callUse the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between

Supervisor features39Displaying the queueUse the Display Queue feature to access the status of calls in an ACD queue. The information displayed includ

Contents4Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Using Answer Emergency . . . . . . . . . . . . . .

Supervisor features40The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lis

Supervisor features41To display agent status:Figure 5: Current status of agentsPress the Display Agent key. The summary information displays for twelv

Supervisor features42

Terms you should know43Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know44Contact Center ManagerAvaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments, prov

Terms you should know45Goodbye keyA fixed key used to end an active call. IndicatorAn LCD or an LED that indicates the status of a feature by the flas

Terms you should know46Return to Queue on No AnswerIf a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s tele

Terms you should know47Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office comm

Terms you should know48

Index49IndexAAbout the Avaya 1140E IP Desk-phone 7Activity code 26Agent and MQA login options 20Agent and Supervisor features 18Agent features 24Agent

Revision history5Revision historyNovember 2010Standard 06.01. This document is up-issued to support changes related to rebranding.October 2010Standard

Index50Message waiting indicator 47More key 10Mute key 11NNavigation keys 12, 45Night Service 36Not Ready 28OObserve 38Off-hook 45PPaging tone 45Place

Revision history6January 2006Standard 2.00. This document is up-issued to support Communication Server 1000 Release 4.5.November 2005Standard 1.00. Th

About the Avaya 1140E IP Deskphone7About the Avaya 1140E IP DeskphoneThe Avaya 1140E IP Deskphone brings voice and data to the desktop by connecting d

About the Avaya 1140E IP Deskphone8Note: Some Avaya 1140E IP Deskphone phones are not configured to support soft key functionality. Consult your syste

About the Avaya 1140E IP Deskphone9• wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway (Headset Profile, Bluet