Avaya IP 2007 Call Center User's Guide

Nortel Communication Server 1000IP Phone 2007Call Center User GuideTitle page

About the IP Phone 200710Tap the Services soft key and use the Navigation keys to access the following items:• Telephone Options:— Volume adjustment—

About the IP Phone 200711 Continued• Virtual Office Login and Virtual Office Logout (if Virtual Office is configured)• Test Local Mode and Resum

About the IP Phone 200712Telephone DisplayThe IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through

About the IP Phone 200713• Tools/Navigation areaFigure 2 on page 13 shows an idle display.Figure 2: IP Phone 2007 displayNote: The display can differ

About the IP Phone 200714Figure 3: IP Phone 2007 Application areaTools/Navigation areaThe Tools/Navigation area provides controls for navigating betwe

About the IP Phone 200715The Tools/Navigation area has five main elements presented as touchable keys:Tap this icon to determine which external applic

About the IP Phone 200716Touch panelUse the touch panel to perform point-and-click operations on the IP Phone 2007. The touch panel is used with the g

Enter and edit text17Enter and edit textEnter and edit text on the IP Phone 2007 using the following methods:• telephone dialpad• soft keys• pop-up ke

Enter and edit text18When entering IP addresses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and the telephone translates this to xxx.

Enter and edit text19Enter text using the USB keyboardThe USB keyboard, when connected, can be used to enter text in the tools and graphical applicati

Agent and Supervisor features20Agent and Supervisor featuresThis section describes the following login features that are common to the Call Center Age

Agent and Supervisor features21Login with Agent ID and Multiple Queue AssignmentsA Multiple Queue Assignment (MQA) login involves entering a four-digi

Agent and Supervisor features22Agent ID and MQA login optionsTo enter ACD queues, use an Agent ID login with one of the following MQA login options:•

Agent and Supervisor features23To log in1. Tap the Incalls soft key.2. Choose one of the following four login options:— For No Supervisor ID, No Prior

Agent and Supervisor features24Default LoginWhen you always use the same telephone, use the Default Login to log in only one time at the beginning of

Agent and Supervisor features25Agent LogoutLog out of the system completely or temporarily (NotReady state).To log out5. To join the ACD queue, choose

Agent features26Agent featuresThe following sections describe features available to Agents:• Answer ACD calls• Activity code • Call Forcing • Emergenc

Agent features27To terminate the callUse Force CallUse the Force Call feature to automatically connect to an incoming ACD call. A time interval is set

Agent features28Use Activity codeYou use Activity codes to record the types of activities performed.To record activities3. Press the Services soft key

Agent features29Use EmergencyUse the Emergency feature to contact the supervisor immediately in an emergency situation.Use Not ReadyUse the Not Ready

Revision history3Revision historyAugust 2005Standard 2.00. This document is up-issued to support the Nortel Communication Server 1000 Release 4.5.May

Agent features30Place or answer non-ACD callsUse this feature to place or answer calls on an individual line.To place a callTo answer a call2. To retu

Agent features31Contact the supervisorUse the Supervisor feature to talk to the supervisor in the following ways:• answer a call from the supervisor•

Agent features32To place a call to the supervisorTo return to the ACD callTo conference in the supervisor during a call in progressTo transfer a call

Supervisor features33Supervisor featuresThe following sections describe features available to the Supervisor:• Answer Agent• Agent key• Answer Emergen

Supervisor features34Use Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a p

Supervisor features35Use Call AgentUse the Call Agent feature to contact an Agent.Use InterflowUse the Interflow feature to redirect calls when the ba

Supervisor features36Use Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Servic

Supervisor features37ObserveUse the Observe feature to monitor an agent in a call.Display QueueUse the Display Queue feature to access the status of c

Supervisor features38• length of time the oldest call has waited in the queue• number of calls that have overflowed into the queueTo display informati

Supervisor features39Display Agent statusUse the Display Agent feature to view a summary of the current status for all agents who have an agent Positi

Revision history4

Supervisor features40The Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 5 lists the four states for t

Terms you should know41Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know42FastbusyA signal given when all outgoing lines are busy.Feature displayAn area that shows status information about the feature

Terms you should know43Message (Inbox)A soft key on your telephone that connects to your voice messaging system when the key is tapped.Message Waiting

Terms you should know44Programmable line (DN)/feature soft keys (self-labeled)The six soft keys located in the upper area of the display.Quit keyA sof

Terms you should know45Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again Active, Ringer is OFF, and Line x Unavailable. System or S

Terms you should know46

Regulatory and safety information47Regulatory and safety informationNote 1: This equipment has been tested and found to comply with the limits for a C

Regulatory and safety information48harmful interference to radio or television reception, which can be determined by turning the equipment off and on,

Index49IndexAAbout the IP Phone 2007 7Activity code 28Agent and MQA login options 22Agent and Supervisor features 20Agent features 26Agent key 34Agent

Contents5ContentsAbout the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . .

Index50MMeridian 1 43, 45Message (Inbox) 43Message waiting indicator 12, 43More key 12, 43Mute key 11, 43NNavigation keys 9, 43Night Service 36Not Rea

Nortel Communication Server 1000IP Phone 2007Call Center User GuideCopyright © Nortel Networks Limited 2005All Rights ReservedInformation is subject t

Contents6Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Place or answer non-ACD calls . . . . . . . . . .

About the IP Phone 20077About the IP Phone 2007The Nortel IP Phone 2007 brings voice and data to the desktop by connecting directly to a Local Area Ne

About the IP Phone 20078• headset jack with On/Off key• automatic network configuration• hearing-aid compatibility• large, color, touch panel display

About the IP Phone 20079Telephone controlsUse the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree