Avaya 1150E User's Guide

Nortel Communication Server 1000IP Phone 1150EUser GuideTitle page

Revision history10October 2006Standard 01.02. This document is up-issued to support Nortel Communication Server 1000 Release 4.5 software. This docume

Additional Call Features100Using Enhanced OverrideEnhanced Override allows you to override an active call after you have attempted a Forced Camp-on. U

Additional Call Features101Using Forced Camp-onForced Camp-on allows your phone to automatically ring another phone as soon as that phone disconnects

Additional Call Features102To answer a camped-on call:Override FeatureYou can Override a busy signal and interrupt another call.To override a busy/eng

Additional Call Features103Using Privacy ReleasePrivacy Release allows one or more people who share your DN to join your call.To use Privacy Release w

Additional Call Features104To use Automatic Post selection:Note: Use this feature when the called party is either busy on the phone or away from the d

Additional Call Features105To use the Special Radio Paging features:If you carry a Radio Pager, you will receive a paging indication when another Meri

Additional Call Features106To respond to a voice call:Using the Voice Messaging control screensThe Voice Messaging control screens allow you to send c

Additional Call Features1075. Press the Play Key to play your first new message.Note: Use the More. . . Key to view additional message options.6. Pres

Additional Call Features108Activate Automatic AnswerbackWhen Automatic Answerback is active, your set automatically answers in handsfree mode after on

Additional Call Features109To answer an incoming call in another Call Pickup Group:To answer a call at a specific extension in any Pickup Group:Use Ca

About the Nortel IP Phone 1150E11About the Nortel IP Phone 1150EThe Nortel IP Phone 1150E provides easy access to a wide range of business features. Y

Additional Call Features110To answer an incoming call while on another call:To return to your first phone call:If you do not have a Call Waiting Key:1

Additional Call Features111Forward callsThe Call Forward feature allows you to direct your calls to ring at another Line (DN). You cannot forward call

Additional Call Features112To cancel Call Forward:Forward internal calls onlyInternal Call Forward allows only calls originating at internal DNs to ri

Additional Call Features113To reinstate Internal Call Forward to the same number:Use Remote Call ForwardThe Remote Call Forward feature allows you (fr

Additional Call Features114To cancel Remote Call Forward:6. Dial the number where you want to forward your calls. If you forward calls to an invalid n

Additional Call Features115Secure your phoneYou can lock your phone with a password so that no one can make calls on your Individual Line (DN).To lock

Additional Call Features116To change your password (must be done from your phone):Set up a Conference callYou can set up a Conference call for up to s

Additional Call Features117If the person you attempt to add to the conference is unavailable:Join a callThe Call Join feature allows you to connect an

Additional Call Features118Selectable Conferee Display and DisconnectYou can view the list of active conferees by using the Conferee Selectable Displa

Additional Call Features119Use Group CallGroup Call automatically calls members of a predefined group, one at a time, until they have all answered. As

About the Nortel IP Phone 1150E12Basic featuresThe IP Phone 1150E supports the following features:• six self-labeled line/programmable with labels and

Additional Call Features120To answer a Group Call:1. Press the Group Call Key or enter the Group Call FFC. The feature automatically calls all group m

Additional Call Features121To end a Group Call:1. Press the Goodbye key.Note: When the person who made the group call disconnects, the call terminates

Additional phone features122Additional phone featuresThe following features are described in this section:• “Using the Personal Directory” on page 122

Additional phone features123To edit an entry:3. Press the Next soft key.4. Use the dialpad to enter the phone number.5. Do one of the following:— Pres

Additional phone features124To delete an entry:To search for an entry:1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2

Additional phone features125Using the Callers ListThe Callers List feature logs all incoming calls. The Callers List can store up to 100 entries. When

Additional phone features126To dial an entry:To delete an entry:1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Pres

Additional phone features127To delete the entire Callers List:Using the Redial ListThe Redial List feature logs all outgoing calls. Redial List can st

Additional phone features128To dial an entry:To delete an entry:To delete the entire Redial List:1. Press the Up/Down navigation keys to scroll and hi

Additional phone features129Using Virtual OfficeThe Virtual Office (VO) feature provides a service you can use while you are away from your desk to tr

About the Nortel IP Phone 1150E13— In-Calls— Activity• eight dedicated ACD fixed keys for Supervisor key configuration with an integrated LED (configu

Additional phone features130A successful login transfers all the features, time, date, and tones to your Remote phone from your Office phone.2. Press

Additional phone features131Using Virtual Office on your Remote phoneBecause the display characteristics, including size, vary from one IP Phone model

Additional phone features132Figure 9: Office phone displays the message Logged OutWhen activated for Virtual Office by a Remote phone, your Office pho

Additional phone features133To regain operation of a phone being used for Virtual Office:Logging out of Virtual OfficeWhile working on a Remote phone,

Additional phone features134Troubleshooting Virtual OfficeVirtual Office can cause error messages to display on-screen. Table 5 lists error messages a

Additional phone features135Permission Denied (1)Remote phone has no Station Control Password.Notify system administrator.Permission Denied (3)Incorre

Additional phone features136Using Media Gateway 1000BThe Media Gateway 1000B (MG 1000B) provides a means of extending CS 1000 Release 4.5 features to

Additional phone features137Local Mode. When in Local Mode, the phone displays the message LOCAL MODE.Using Test Local ModeUse Test Local Mode to chec

Additional phone features138Troubleshooting MG 1000B The MG 1000B can cause error messages to display on-screen. Table 6 lists error messages and desc

Regulatory and safety information139Regulatory and safety informationThis equipment has been tested and found to comply with the limits for a Class B

About the Nortel IP Phone 1150E14• automatic network configuration• Hearing Aid Compatibility (HAC) as per FCC Part 68• wireless device support (Agent

Regulatory and safety information140• This is a Class B product. In a domestic environment this product can cause radio interference in which case the

Regulatory and safety information141Canada ICES-003 Class B Emissions: Interference-Causing Equipment Standard: Digital Apparatus Australia/New Zeal

Regulatory and safety information142DenAn regulatory notice for JapanOther US/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68Australia: AS/

Regulatory and safety information143Table 9 lists EMC compliance for various jurisdictionsNote: This equipment has been tested and found to comply wit

Regulatory and safety information144• Increase the separation between the equipment and receiver.• Connect the equipment into an outlet on a circuit d

Regulatory and safety information145Other US/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68This equipment complies with the CE Marking req

Regulatory and safety information146

Terms you should know147Terms you should knowCalling Party Name DisplayInformation appearing on the LCD display screen, such as the caller’s name and

Terms you should know148Feature displayAn area that shows status information about the feature in use. It also displays the name and status of the act

Terms you should know149Navigation keysKeys used to scroll through menus and lists appearing on the LCD display screen.Off-hookAny line selected to ma

About the Nortel IP Phone 1150E15Telephone controlsThis section describes the controls on your IP Phone 1150E. In some geographic regions, the IP Phon

Terms you should know150programmable layers. These keys are also used to configure parameters in the Telephone Options menu.Special dial toneThe three

IndexIndex151IndexAAbout the IP Phone 2004 147ACD calls 64Activity code 64agent ID 60agent keys 72Agent Return 69Agent Walkaway 69announcement 96, 105

IndexIndex152Directory Number 147Display Key 93, 94Display Network Diagnostics Utili-ties 20DN 147EElectronic Lock 115Emergencysupervisor 73End ACD ca

IndexIndex153Message key 148Message waiting indicator 18, 150More key 15Multiple Appearance DirectoryNumber (MADN) 103Multiple Queue Assignment (MQA)6

IndexIndex154Speed Call, System 85Station Control Password 113,114, 116Station Control Password (SCPW)150Status Messages 150Supervisor 60, 68Superviso

Nortel Communication Server 1000IP Phone 1150EUser Guidewww.nortel.comCopyright © 2006–2009 Nortel Networks. All rights reserved.The information in th

About the Nortel IP Phone 1150E16Use the Volume control buttons to adjust the volume of the ringer, headset, and speaker. Press the top button to incr

About the Nortel IP Phone 1150E17Feature key (reserved for future use)Activity key (reserved for future use)Use the Goodbye key to terminate an active

About the Nortel IP Phone 1150E18When a message is waiting, the red Visual Alerter/Message Waiting indicator flashes. Also, this indicator flashes whe

About the Nortel IP Phone 1150E19Press the Services key and use the navigation keys to access the following items:• Telephone Options:— Volume adjustm

About the Nortel IP Phone 1150E20(continued)• Password Admin:— Station Control PasswordNote: The Password Admin menu is not available on all IP Phone

About the Nortel IP Phone 1150E21Press the Message/Inbox key to access your voice mailbox.Note: This function is not available on all phones; consult

About the Nortel IP Phone 1150E22Telephone displayYour IP Phone 1150E has three display areas:• The upper display area provides line and feature key s

About the Nortel IP Phone 1150E23Security featuresThe following security features are available on your IP Phone 1150E:• Using encrypted calling• Mana

About the Nortel IP Phone 1150E24Note: The default configuration for Password Protection is off. To turn Password Protection on or off:3. Press the Se

About the Nortel IP Phone 1150E252. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode.3. Use the dialpad to enter your

Entering and editing text26Entering and editing textYou can enter and edit text on your IP Phone 1150E using the following methods:• “Entering text us

Entering and editing text27When on a call, you can use the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) to control the telephone. Table 2 shows

Entering and editing text28To edit an entry in your Personal Directory, press the Directory key, and select the desired entry from your Personal Direc

Entering and editing text29Done/Select/Enter Varies, depending on the state of your phone.More.. Access additional context-sensitive soft keys.Table 3

Contents3ContentsRevision history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9About the Nortel IP Phone 1150E . . . . .

Connecting the components30Connecting the componentsFigure 4 shows connections on the IP Phone 1150E.Figure 4: IP Phone 1150E connectionsWARNING *Ensu

Connecting the components31Before you beginConnecting the components of the phoneCAUTIONDamage to EquipmentDo not plug your IP Phone 1150E into a regu

Connecting the components321. Remove the stand cover. Pull upward on the center catch as indicated in Figure 5, and remove the stand cover. The cable

Connecting the components33separately. To use Power over Ethernet, where power is delivered over the CAT5e cable, the LAN must support Power over Ethe

Connecting the components34Figure 6: Cable routing tracks7. Wall-mount your phone (optional). Your IP Phone 1150E can be mounted either:— using the mo

Connecting the components35Complete steps 1-7, as needed, before you wall-mount your phone:Method A: Press the wall-mount lever, and pull the phone aw

Configuring Telephone Options36Configuring Telephone OptionsThe IP Phone 1150E allows you to customize certain characteristics. Screen prompts take yo

Configuring Telephone Options37Using the Telephone Options menuUse the Telephone Options menu to access the following:• “Adjusting the volume” on page

Configuring Telephone Options38Adjusting the volumeTo adjust the volume, press the Services key and select Telephone Options, and select Volume adjust

Configuring Telephone Options39Adjusting the display screen contrastTo adjust the LCD screen contrast, press the Services key, select Telephone Option

Contents4Selecting a headset type . . . . . . . . . . . . . . . . . . . . . . . . . 44Configuring call log options . . . . . . . . . . . . . . . .

Configuring Telephone Options40To adjust the display screen contrast: Selecting a languageThe display is available in multiple languages. To choose a

Configuring Telephone Options41Selecting date and time formatSeveral date and time formats are available. Formats are based on the 12-hour and 24-hour

Configuring Telephone Options42To use Display diagnostics:Choosing a local dialpad toneThe Local DialPad Tone option produces Dual-Tone Multi-Frequenc

Configuring Telephone Options43Viewing phone informationThe Set Info option displays the following phone-specific information:• IP address• Hardware I

Configuring Telephone Options44To view diagnostic information:Selecting a headset typeYou can configure your IP Phone 1150E to select a headset type:

Configuring Telephone Options45Configuring call log optionsUse the call log option to configure the following preferences: • “Configuring the Callers

Configuring Telephone Options46Configuring New Call IndicationYou can configure your IP Phone 1150E to display a message to indicate that a new incomi

Configuring Telephone Options47Configuring Preferred Name MatchYou can configure your IP Phone 1150E to display the name of the caller as defined in y

Configuring Telephone Options48Configuring Area Code SetupUse the Area Code Setup menu to save up to three area codes. When an incoming call arrives w

Configuring Telephone Options49To edit area code display: 6. Choose one of the following:—Press the Select soft key to save the configuration.— Press

Contents5Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Use the Supervisor Observe and Supervisor Headset Por

Configuring Telephone Options50Choosing a ring typeThe Ring type… option configures the phone ring tone. To choose a ring type, press the Services key

Configuring Telephone Options51Enabling or disabling Call TimerThe call timer measures how long you are on each call. To enable Call Timer, press the

Configuring Telephone Options52Changing feature key labelsThe Change feature key label option renames the label displayed next to each feature key or

Configuring Telephone Options53To restore the default labels:To restore feature key labels, press the Services key, select Telephone Options, and sele

Configuring Telephone Options54Configuring the name display formatYou can configure your IP Phone 1150E to display the name of the incoming calling pa

Configuring Telephone Options55To configure Live Dialpad, press the Services key, select Telephone Options, and select Live Dialpad.To configure Live

Configuring Telephone Options56Using the Password Admin menuThe Password Admin menu allows you to set or change your SCPW and to enable or disable Pas

Configuring Telephone Options57Note: The default configuration for Password Protection is off.To turn Password Protection on or off:8. Press the Selec

Configuring Telephone Options586. Choose one of the following context-sensitive soft keys:— Yes to accept the selection— No to return to the Directory

Call Center Agent/Supervisor Features59Call Center Agent/Supervisor FeaturesThis section describes features and procedures common to both the Call Cen

Contents6Using Enhanced Override . . . . . . . . . . . . . . . . . . . . . . . . . . 100Using Forced Camp-on . . . . . . . . . . . . . . . . . .

Call Center Agent/Supervisor Features60Login with Agent ID and Multiple Queue Assignment (MQA)The process of logging in using MQA consists of entering

Call Center Agent/Supervisor Features61Dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 ##Dial your Agent ID, Supervisor IDAC

Call Center Agent/Supervisor Features62To correct errors during the login procedure:Default loginIf you usually use the same phone, you do not need to

Call Center Agent/Supervisor Features63Agent logoutTo logout:1. Press the Make Busy Key and disconnect the headset. The LED indicator lights steadily.

Call Center Agent features64Call Center Agent featuresThis section explains the features that are available to ACD agent positions.Use Activity CodeTh

Call Center Agent features65Note: If you have the handset option and you pick up the handset, you must also press a DN key, otherwise the handset is n

Call Center Agent features66The Emergency KeyWhen you have an emergency situation:Use Not ReadyUse the Not Ready Key, when performing post-call work.T

Call Center Agent features67Activate Make Set BusyMake Set Busy allows you to make your phone appear busy to all callers.To activate Make Set Busy:To

Call Center Agent features68To answer a non-ACD call:Contact your supervisorTo answer your supervisor when your phone rings and the Supervisor indicat

Call Center Agent features69To Conference your Supervisor during a call in progress:To Transfer to a supervisor, during a call in progress:Use Walkawa

Contents7Using Media Gateway 1000B . . . . . . . . . . . . . . . . . . . . . . . . 136Using Test Local Mode . . . . . . . . . . . . . . . . . . . .

Call Center Agent features70To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):To retur

Call Center Agent features711. Press the key next to the flashing indicator.Note 1: If a caller disconnects before you return from Walkaway, the Not R

Call Center Supervisor Features72Call Center Supervisor FeaturesIn addition to the features described in this section, your network administrator can

Call Center Supervisor Features73Answer AgentWhen your phone rings and the Answer Agent indicator flashes:To disconnect an agent call:Answer Emergency

Call Center Supervisor Features74Call AgentTo call an agent:To leave Call Agent state:Use the Supervisor Observe and Supervisor Headset PortThe Superv

Call Center Supervisor Features75To use the Supervisor Talk/Listen feature:To use the Supervisor Observe feature for a two way conversation:To mute th

Call Center Supervisor Features76Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.To talk to an ag

Call Center Supervisor Features77InterflowWhen the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to

Call Center Supervisor Features78To transition to Night Service:To exit Night Service:1. Press the Night Key and dial 8 (8=T for Transition).The indic

IP Phone 1150E non-ACD call features79IP Phone 1150E non-ACD call featuresThis section describes non-ACD features commonly used for call processing. Y

Contents8

IP Phone 1150E non-ACD call features80Using PredialThe Predial feature allows you to enter and preview a number of up to 31 digits and make correction

IP Phone 1150E non-ACD call features81Using Auto DialAuto Dial lets you dedicate a feature key to a specific phone number. When the Auto Dial Key is p

IP Phone 1150E non-ACD call features82Using Ring AgainUse the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring

IP Phone 1150E non-ACD call features83 To cancel Ring Again before notification:Using Last Number RedialLast Number Redial allows you to automatically

IP Phone 1150E non-ACD call features84To store or change a Speed Call number:To make a Speed Call:1. Press the Speed Call Controller Key. The screen d

IP Phone 1150E non-ACD call features85Using System Speed CallSystem Speed Call allows you to make a call by dialing Speed Call codes which may overrid

IP Phone 1150E non-ACD call features86Using Hot LineThe network administrator can program a Hot Line Key that allows you to dial a specific number aut

IP Phone 1150E non-ACD call features87To answer an Intercom call while on a line other than your Intercom group line:Answering a callWhen you receive

IP Phone 1150E non-ACD call features88While on an active callThis section describes features that you can use while on an active call on an Individual

IP Phone 1150E non-ACD call features89Transferring a callUse the Transfer feature to redirect a call to a third party.To use the Transfer feature:To g

Revision history9Revision historyApril 2009Standard 01.09. This document is up-issued to support Nortel Communication Server 1000 Release 5.0 software

IP Phone 1150E non-ACD call features90Using Timed Reminder RecallTimed Reminder Recall gives you a reminder tone when a call you transferred is not an

IP Phone 1150E non-ACD call features91Using Attendant RecallThe Attendant Recall feature allows you to contact an attendant while on a call and connec

IP Phone 1150E non-ACD call features92To park a call on a DN other than the System Park DN:To retrieve a parked call:1. Press the Park Key. The screen

IP Phone 1150E non-ACD call features93Calling Party Number/Charge AccountThe Calling Party Number/Charge Account feature allows you to record a caller

IP Phone 1150E non-ACD call features94To view the name of a second caller while on a call in progress:Tracing a Malicious callMalicious Call Trace pro

IP Phone 1150E non-ACD call features95To use Call Trace if you do not have a Call Trace Key:or1. Press the Transfer Key or the Conference Key.2. Dial

Additional Call Features96Additional Call FeaturesUsing the buzz signalBuzz allows one person, whose phone is linked to another phone, to signal the o

Additional Call Features97To disconnect from the paging system:Charging a call or charging a forced callCall Charge allows you to charge a call to a s

Additional Call Features98To charge a call in progress:To charge a call to an account when you transfer a call:5. Dial the number.1. Press the Charge

Additional Call Features99To charge a call to an account when you add someone to a conference call:4. Dial the number of the phone where the call is t