Avaya I2050 User's Guide

Meridian 1, Succession 1000, Succession 1000MSuccession 3.0 Softwarei2050 Software Phone Call Center User GuideTitle page

10Your Call Control window Click the Mute key to listen to the receiving party without transmitting. Click the Mute key again to return to a two-way c

11Your Call Control windowNetwork Services MenuUse the Network Services menu to access features such as e-mail and Network Directory lists. The Networ

12Your Call Control window The Expand to PC key is not used in this release. The Local Directory Quick Access key opens the Local Directory Quick Acc

13Your Call Control windowThe Callers List key opens the Callers list.The Local Directory (or Main directory) key opens the Local Directory menu. Hot

14Your Call Control window To open the Local Directory Quick Access Tray:From the Primary User Interface window:1. In Network Services menu, click the

15Your Call Control windowCombo TrayThe Combo Tray contains the Primary User Interface controls plus a keypad and DN/Feature selections.To open the Co

16Your Call Control window Number Pad and DN Feature Key TraysNumber Pad Tray. DN Feature Key TrayTo open the Number Pad Tray: To ope

17Your Call Control windowStandard Call Control windowThe Standard Call Control window appears by default when the i2050 Software Phone is started. It

18Your Call Control window System Tray InterfaceThe System Tray Interface enables you to answer calls without opening the Primary User Interface.To op

19Your Call Control windowLocal Directory InterfaceThe i2050 Software Phone's Directory Interface maintains the personal directory for placing ca

20Your Call Control window To open the Local Directory Interface:Click Application menu, then select Local Directory > Local Directory.orClick Appl

21Your Call Control windowEntry ManagementThe Directory Interface features management functions for entries located on a toolbar above the display scr

22The i2050 Software Phone display The i2050 Software Phone displayThe display is shown in the figure below.i2050 display areasThe i2050 Software Phon

23Agent and Supervisor featuresAgent and Supervisor featuresThis section describes the following login features that are common to the Call Center Age

24Agent and Supervisor featuresoginUse an Agent ID login with one of the following four MQA login options to enter ACD queues. Note: A Supervisor logg

25Agent and Supervisor featuresNo Supervisor ID, With PriorityDial your Agent ID # ACD DN 1 # Priority 1 # ACDDN2# Priority 2 # ACDDN3# Priority 3 # A

26Agent and Supervisor features5. To join the ACD queue, click the In-Calls key or the Not Ready key.orAgent LogoutYou can logout of the system either

27Agent featuresAgent featuresThe following sections describe features that are available to Agents:• Answer ACD Calls • Activity code• Call forcing •

28Agent features• Click the NotReady key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to term

29Agent featuresEmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.1. During an active call, click th

3Revision historyRevision historyOctober 2003Standard 2.00. This document is up-issued to support Succession 3.0 Software.September 2002Standard 1.00.

30Agent featuresAnswer or Make Non-ACD callsThis feature enables you to use your individual line to receive and place calls.To place a call:1. Click y

31Supervisor featuresSupervisor featuresThe following sections describe features that are available to Supervisors:• Answer Agent • Agent key• Answer

32Supervisor featuresAgent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a parti

33Supervisor featuresCall AgentUse the Call Agent feature to contact an Agent.1. Click the Call Agent key.2. Click a selected Agent key or dial the ag

34Supervisor featuresNight ServiceUse the Night Service feature to define how calls are handled outside of business hours.Activate Night Service1. Cli

35Supervisor featuresObserveUse the Observe feature to monitor an agent in a call.1. Click the Observe key.2. Click a selected Agent key or dial the a

36Supervisor featuresDisplay Agent StatusUse the Display Agent feature to view a summary of current status for all agents that have an agent Position

37Supervisor featuresThe indicator beside the Display Queue key gives a visual indication of the number of calls in the ACD queue. The following table

38Supervisor features

4 Draft 0.01Contents4Contentsi2050 Software Phone 6i2050 Software Phone features ...

Meridian 1, Succession 1000, Succession 1000Mi2050 Software Phone Call Center User GuideCopyright © 2001 – 2003 Nortel NetworksAll Rights ReservedInfo

5ContentsAnswer Emergency... 32Call Agent ...

6i2050 Software Phone i2050 Software PhoneThe i2050 Software Phone is a Windows-based application that enables voice to make your computer a powerful

7Your Call Control windowYour Call Control windowi2050 Software Phone Call Control windowsTo open the i2050 Software Phone window:From the Start butto

8Your Call Control window Primary User Interface The Primary User Interface is the default window mode for the Enhanced Call Control window and contai

9Your Call Control windowPrimary User Interface controls The Application Menu key (top left-hand corner) accesses the Configuration Utility that conf