Avaya 1165E User's Guide

Nortel Communication Server 1000IP Phone 1165ECall Center User GuideTitle page

About the Nortel IP Phone 1165E10Telephone controlsFigure 1 on page 10 shows the IP Phone 1165E.Figure 1: IP Phone 1165EThis section describes the con

About the Nortel IP Phone 1165E11Press the More... key to access the next layer of soft keys (self-labeled).The keys on either side of the LCD display

About the Nortel IP Phone 1165E12Press the Handsfree key to make or answer a call using the two way speakerphone.The Handsfree LED indicator, located

About the Nortel IP Phone 1165E13Press the Headset key twice to open the Bluetooth Setup menu.If Bluetooth wireless technology is not enabled on your

About the Nortel IP Phone 1165E14Press the Shift/Outbox key to toggle between two feature key pages and to access an additional six lines/features.Not

About the Nortel IP Phone 1165E15Telephone displayThe IP Phone 1165E has a 4.1 inch (diagonal measured) color QVGA TFT display, capable of displaying

About the Nortel IP Phone 1165E16• The lower display area provides labels for the four soft keys.Following figure shows the IP Phone 1165E display are

About the Nortel IP Phone 1165E17Figure 3 on page 17 shows an idle LCD screen.Figure 3: IP Phone 1165E LCD display screenUSB supportThe IP Phone 1165E

About the Nortel IP Phone 1165E18Call features and Flexible Feature CodesSome features are not available on all IP Phones. Call features and Flexible

About the Nortel IP Phone 1165E19To change your SCPW:Note: The default configuration for Password Protection is off. 1. Press the Services key once.2.

About the Nortel IP Phone 1165E20To turn Password Protection on or off:1. Press the Directory key.2. Press the Up/Down navigation keys to scroll and h

Agent and supervisor features21Agent and supervisor featuresThis section describes login features that are common to the Call Center agent and supervi

Agent and supervisor features22assigned to you, the display screen prompts you to enter a four-digit code.Note: The following procedure applies if you

Agent and supervisor features23Logging in using Multiple QueueAssignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA), u

Agent and supervisor features24The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and supervisor features25Using Default LoginIf you normally use the same IP Phone, use the Default Login to log in just one time at the beginnin

Agent and supervisor features26Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features27Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 27• “Using Call Fo

Agent features28To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features29To 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

Revision history3Revision historyApril 2010Standard 01.02. This document is up-issued to support Communication Server 1000 Release 5.5 and CS 1000 Rel

Agent features30Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use Emergency:3. Press th

Agent features31Using Not ReadyUse the Not Ready feature to take your IP Phone out of the call queue while completing post-call work.Note: If you don&

Agent features32To answer a call:Contacting your supervisor•Use the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Agent features33To 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 features34To transfer a call to your supervisor during a call in progress:1. Press the Supervisor key.2. When your supervisor answers, press the

Supervisor features35Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 35• “Using

Supervisor features36Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features37To 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 features38Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.To use I

Supervisor features39To transition to Night Service:To deactivate Night Service:2. Press the 6 key (6 = N for Night) to go into Night Service.The Nigh

Revision history4

Supervisor features40Observing a callUse the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between

Supervisor features41Displaying the queueUse the Display Queue feature to access the status of calls in an ACD queue. The information displayed includ

Supervisor features42Figure 4: Current status of ACD queueThe LCD indicator beside the Display Queue key gives you a visual indication of the number o

Supervisor features43Displaying agent statusUse the Display Agent feature to view a summary of current status for all agents who have an agent Positio

Supervisor features44Figure 5: Current status of agents on ACD calls Positions busy Positions waitingfor ACD callsPositions busy positionsVacant age

Terms you should know45Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know46Contact Center ManagerNortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providi

Terms you should know47Goodbye 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 know48Return 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 know49Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office comm

Contents5ContentsBasic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Telephone controls . . . . . . . . . .

Terms you should know50

1AAbout the IP Phone 1140E 7Activity code 29Agent and MQA login options 23Agent and Supervisor features 21Agent features 27Agent key 36Agent login 21A

2Expand key 12FFeature display 46Fixed key 46Flexible Feature Code (FFC) 46Flexible Feature Codes 18GGoodbye key 13, 47HHeadset key 12, 13Hold key 12I

3NNavigation keys 12, 47Night Service 38Not Ready 31OObserve 40Off-hook 47PPaging tone 47Place or answer non-ACD calls 31QQuit/Stop key 13RRingback/ri

4TTelephone controls 15Telephone display 15UUser Interface 49VVolume control 11Volume control bar 11

Nortel Communication Server 1000IP Phone 1165ECall Center User Guidewww.nortel.comCopyright © 2009-2010, Nortel Networks. All Rights ReservedLEGAL NOT

Contents6Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Using Interflow . . . . . . . . . . . . . . . . .

About the Nortel IP Phone 1165E7About the Nortel IP Phone 1165EThe IP Phone 1165E builds on the award-winning IP Phone 1100 Series industrial design a

About the Nortel IP Phone 1165E8• high-quality handsfree speakerphone• wideband audio support for handset, headset, speaker, and handsfree microphone•

About the Nortel IP Phone 1165E9• support for Graphical External Application Server (GXAS) protocol that enables External Application Server APIs to p