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Nortel Networks NN-10300-053 manuel d'utilisation

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  • Page 1

    Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide[...]

  • Page 2

    Title page[...]

  • Page 3

    Revision history 3 Revision histor y June 2006 S tandard 6.00. This document is up-issued to r eflect additional information about rese rved keyboard keys. March 2006 S tandard 5.00. This document is up-issued to support Nortel Communication Server 1000 Rele ase 4.5, for the IP Softphone 2050 V ersion 2. August 2005 S tandard 4.00. This document is[...]

  • Page 4

    Revision history 4[...]

  • Page 5

    Contents 5 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 6

    Contents 6 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 35[...]

  • Page 7

    IP Softphone 2050 overview 7 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone app lication that you can use to make and take calls over your computer. Using a headse t or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Ada pter. Designed to wo[...]

  • Page 8

    IP Softphone 2050 overview 8 — Shift (Outbox) — Services — Expand • Dedicated call processing keys: —H o l d — Goodbye —A n s w e r —V o l u m e —M u t e —N a v i g a t i o n — Message Waiting • User-selecte d ringer that lets the PC spea kers or the he adset ring fo r incoming calls • Choice of the foll owing interfaces: [...]

  • Page 9

    IP Softphone 2050 overview 9 • “Local Directo ry window” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on pa ge 9 • “i2050.exe application” on pag e 10 Call Control window The IP Softphone 2050 Call Contro l window displays the line keys, feature butt ons, and call display. Use this window to make and[...]

  • Page 10

    IP Softphone 2050 overview 10 i2050.exe application The i2050.exe applica tion lets the IP Softphone 2050 comm unicate with the server. It launches when yo u start the IP Softphone 2050 but remains hidden in the background . To verify that the i2050.exe is running, open the Windows Task Manager. To view the i2050 .exe process, select Processes . Th[...]

  • Page 11

    IP Softphone 2050 Call Control window 11 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window supports the 1140 skin — designed to look and feel like the de sktop IP Phone 1140—as well as an additional two compact skins, available in black and silver. The IP Softphone 2050 also su pports an Accessibility Interface fo[...]

  • Page 12

    IP Softphone 2050 Call Control windo w 12 Call Contr ol window The Call Control window (see Figu re 3 below and Figure 4 on page 13) includes the standard fe atures that let you make and manage telephone calls. For information on the elements of the Call Control windo w, see Table 1 on page 1 4. Figure 3: Call Control Window—1140 Soft keys Mute D[...]

  • Page 13

    IP Softphone 2050 Call Control window 13 Figure 4: Call Control Wi ndow—Compact Skin (s ilver) Accessibility Interface______________________________ The Accessibility Interface works with JAWS® for Window s from Freedom Scientific—screen reading software that lets visually impair ed users access the full range of IP Softphone 20 50 features. T[...]

  • Page 14

    IP Softphone 2050 Call Control windo w 14 Call Contr ol window elements and functions Table 1 de scribes the elements and functions of the Call Co ntrol window . T able 1: IP Softphone 2050 componen ts and functions (Par t 1 of 3) Element Function Primary display To provide call in formation (such as Caller ID) and instructions for using certain so[...]

  • Page 15

    IP Softphone 2050 Call Control window 15 Navigation arrows To scroll through menus and lists in the display area. Use the Send/Enter key at the center of the navigation c luster to co nfirm menu selec tion (1 140 skin only). Volume decrease increase To increase or decrease the headset volum e. Mute To listen to the re ceiving party without transmit[...]

  • Page 16

    IP Softphone 2050 Call Control windo w 16 Hot keys You can assign keyboard ho t keys to access the full range of Call Control window functions and menu options. Adding a hot key To add a new hot key: 1. Select File > Settings > Hot Keys. 2. Choose the feature group that yo u want to access: Buttons , Menu , or Select Fields (Accessibility Int[...]

  • Page 17

    IP Softphone 2050 Call Control window 17 4. Under Press a new shortcut key , enter th e key combination—“Alt + Ctrl + V”, for example— that you wa nt as your h ot key. 5. Click Assign . Note: If the key combination is already taken, th e previously assigned feature app ears in the Shortcut currently used by text box. To assign a hot key, yo[...]

  • Page 18

    IP Softphone 2050 Call Control windo w 18 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Ca ll Control window. To access the menu, right-click the IP Softphon e 2050 icon found in the Windows taskbar system tray. From t he menu ( Figure 5), yo u can make, answer, and [...]

  • Page 19

    IP Softphone 2050 Call Control window 19 • Select Ma ke Call to open the Ph one Number dialog box. • Select Fe atures to access server-supported fea tures. • Select Ma cros to access your list of macros. • Select Op en to open the Call Control window. • Select Exit to close the IP Softphone 2050. • Select Cancel to ca ncel the system tr[...]

  • Page 20

    IP Softphone 2050 Call Control windo w 20 Local Director y The IP Softphone 2050 Local Directory (Figur e 6) lets you store as many phone directories on your comput er as you need. You can use the Shortcut Bar to organize your contacts into smaller groups of shortcu t links. Figure 6: Local Director y window You can use the Local Dir ectory to: •[...]

  • Page 21

    IP Softphone 2050 Call Control window 21 The Shortcut Bar on the left side of th e window lists all gr oups of shor tcut links, including: • Local Directory—main directory contacts • Redial List—most rece nt calls made • Callers List—most recent calls received • Quick Dials—a built in group fo r selecting shortcuts to contacts Openi[...]

  • Page 22

    IP Softphone 2050 Call Control windo w 22 For more info rmation about ma naging contacts, refer to the IP Softphone 2050 User Guide. CS 1000 Director y The CS 1000 Directory maintains co ntact information and server- supported features in a remote , central database called the Application Server. Accessible fr om the IP Softphone 2050 Call Control [...]

  • Page 23

    IP Softphone 2050 Call Control window 23 Note: The Personal Directory , Redial List, and Caller s List features have a one-minute time-o ut control period. If the application rests idle for one minute during an y of the op erations, the list closes and your IP Softphone 2050 returns to the idle st ate. For further inform ation about CS 1 000 Direct[...]

  • Page 24

    Agent and Supervisor features 24 Agent and Super visor features This section describes login featur es common to th e Call Center Agent and Supervisor. Common fea tures are as follows. • “Line and feature keys” on page 24 • “Logging in an Agent” on pag e 2 4 • “Logging in with Agent ID and Multiple Queue Assignments” on page 25 ?[...]

  • Page 25

    Agent and Supervisor features 25 To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to en ter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state. 4. Click InCalls to join the ACD queue, or click NotReady (F igure 7, page 24). Log[...]

  • Page 26

    Agent and Supervisor features 26 Login Option entrie s The login options requir e the following entries: • A four-digit Agent ID • A Supervisor ID (if your queue requires one ) • Up to five ACD DNs and priority va lu es (if priority values ar e being used), term inated by ##. Logging in: No Super v isor ID, No Priority To login using the No S[...]

  • Page 27

    Agent and Supervisor features 27 Logging in: No Super vis or ID, With Priority To log in using the No Supervisor ID, With Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial Priority 1 #. 5. Dial ACD DN 2 # . 6. Dial Priority 2 #. 7. Dial ACD DN 3 # . 8. Dial Priority 3 #. 9. Dial ACD DN 4 # . 10. Dial Priority 4 #[...]

  • Page 28

    Agent and Supervisor features 28 12. Dial ACD DN 5 # . 13. Dial Priority 5 ## . Click InCalls or NotReady to enter the ACD queue. Note: T o choose the default Priority or Superviso r ID, enter # instead of a Priority entry or a Supe rv isor ID ent ry (the Priority or Supervis or ID for your set is used). Using Default Login If you normally use the [...]

  • Page 29

    Agent features 29 Agent features The following sections descri be features that are available to agents: • “Answering ACD calls” on page 29 • “Using Forc e Call” on pa ge 30 • “Using Activity Code” on page 30 • “Using Emergency” on page 31 • “Using NotReady” on page 31 • “Answering or making non-ACD calls” on pag[...]

  • Page 30

    Agent features 30 • Click NotReady . (This removes you from the queue but keeps you logged in as an agent positio n.) • Wait for the caller to termi nate the call . • On your PC keyb oard, press F12 . Using Force Call Use the Force Call feature to automatically connect an incoming ACD call. Note: Your system administrato r sets the t ime inte[...]

  • Page 31

    Agent features 31 Using Emer gency Use the Emergency feature to conta c t your supervisor immediatel y in an emergency situation. Th e Emergency indicator remains lit as long as the feature is active. To use the Emergency fea t ure, do the following: 1. During an active call, click Emergency . When the supervisor picks up, a three -way call commenc[...]

  • Page 32

    Agent features 32 Contacting your super visor Use the Supervisor feature to do the followin g: • Answer a call from your super visor • Answer a call from your super visor when on another call • Place a call to your superviso r • Conference in your supervisor when on another call • Transfer a call to your su pervisor Answering a call from [...]

  • Page 33

    Agent features 33 Placing a call to your su pervisor when on another call To place a call to your supervi sor: 1. Click Supervisor . Calls are automatically put on hold when using Supervisor . 2. To return to the current call, click InCalls . Placing your supervisor in conference with a call in progress You can conference in your supervisor during [...]

  • Page 34

    Supervisor features 34 Super visor features This section describ es the following features that are available to supervisors: • “Using Answer Agent” on page 34 • “Using Agent key” on pag e 34 • “Using Answer Emerge ncy” on page 35 • “Using Ca ll Agent” on page 36 • “Using Interflow” on page 36 • “Using Night Servic[...]

  • Page 35

    Supervisor features 35 To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agent status indications. Using Answer Emergency Use the Answer Emergency feature to receive calls from agen ts in an emergency situation. Your sta tus changes to NotReady and the indicator remains lit as long as the call is a[...]

  • Page 36

    Supervisor features 36 Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent feature, do the following: 1. Click Call Agent . 2. Click a selected Agent key or dial the agent’s Position ID. 3. To end the call, click Goodbye . Using Inter flow Use the Interflow feature to redirect calls when the backlog or wait time[...]

  • Page 37

    Supervisor features 37 T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1. Click Night . 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls r eceive night service. Deactivating Night Ser vice To de[...]

  • Page 38

    Supervisor features 38 Using Display Agent Status Use the Display Agent featur e to view a summary of current status for all agents that have an agent Position ID key assigned on the Su pervisor’s telephone. See Figur e 8 below. Click Display Agent . The summary information appears for 12 se conds or until you click another feature key. In the No[...]

  • Page 39

    Supervisor features 39 Using Display Queue Use the Display Queue feature to view th e status of all calls waiting in the queue. To activate Display Queue , click Display Queue . Your queue status appe ars in the display area of the Call Control window. See Figure 9 below. Figure 9: Display Queue To view the amount of call traffic in the ACD queue, [...]

  • Page 40

    Supervisor features 40 Slow Flashing Busy Calls are backing up in the queue. Calls over flowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue. New calls overflow to another queue. T able 3: Disp lay Queue in dicators Indicator Queue Status Meaning[...]

  • Page 41

    Index 41 Index A Activity Code, 30 Agent ID, 24, 26 Agent Login, 24 Agent, 34 Answer Agent, 34 Answer Emergency, 35 Answer, 15 Automatic Call Distribution (ACD), 24 C Call Agent, 36 Call Control Window 1140 skin, 12 Compact Skin, 13 Copy, 14 CS 1000 Directory, 22 D Default Log in, 28 Dialpad, 15 Directory, 16 Display Agent, 38 Display Queue, 39 E E[...]

  • Page 42

    Index 42 Non-ACD calls, 31 NotReady, 28, 31 O Observe Agent, 34 Observe, 37 Outbox/Shift, 16 P Primary display, 14 Priority 28 Q Quit, 14 R Release, 15 S Services, 16 Skin display 1140 skin, 10 compact skin, 10 Soft keys, 14 Speaker, 16 Supervis or ID 26 Supervisor ID, 25 Supervisor ID, No Priority, 26 Supervisor ID, W i th Priority, 27 Supervis or[...]

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    Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2006 Nortel Networks. All rights reserved. The information in this document i s subject to change without no tice. The statements, configurations, technical data, and recommendations i n this document are believed to be accurate and rel iable, but are pre sente[...]