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Nortel NN-10300-053 manuel d'utilisation

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  • Page 1

    Nor tel 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 tan dard 6.00. This d ocument is up-issue d to reflect additional information ab out reserved ke yboard keys. March 2006 S tan dard 5.00. This d ocument is up -issued to su pport Nortel Communication Ser ver 1000 Release 4.5, for the IP Sof t phone 2050 V e rsion 2. August 2005 S tan dard 4.00. This [...]

  • 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 overvie w 7 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone application that yo u can use to make and take calls over your computer. Using a head set or handset connected to your PC, you contr ol calls with the click of the mouse pointer, from yo ur PC keyboard , or from the USB Audio Adapter. Designed to[...]

  • Page 8

    IP Softphone 2050 overview 8 — Shift (Outbox) — Services — Expand • Dedicated call pr ocessing 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-selec ted ringer that lets the PC spea kers or the he adset ring for incoming calls • Choice of the following inte rfaces: [...]

  • Page 9

    IP Softphone 2050 overvie w 9 • “Local Dir ectory windo w” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on page 9 • “i2050.exe application ” on page 10 Call Contr ol window The IP Softphone 2050 Call Contro l window displays the line keys, feature bu ttons, and call disp lay. Use this window to make [...]

  • Page 10

    IP Softphone 2050 overview 10 i2050.exe application The i2050.e xe application lets the IP Softphone 2050 communicate with the server. It launches when you start the IP Softphone 2 050 but remains hidden in the backg round. To verify tha t the i2050.exe is running, ope n the Windows Task Manager. To view the i2050.exe pro cess, select Processes . T[...]

  • Page 11

    IP Softphone 2050 Call Control window 11 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window suppo rts the 1140 skin— designed to look and feel like th e de sktop IP Phone 1140—a s well as an additional two compact skins, available in bla ck and silver. The IP Softphone 2050 also su pports an Accessibility Interface[...]

  • Page 12

    IP Softphone 2050 Call Control window 12 Call Contr ol window The Call Control window (see Figure 3 below and Figu re 4 on page 13) includes the stand ard features that let you ma ke and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 1 4. Figure 3: Call Control Window—1140 Soft keys Mute Di[...]

  • Page 13

    IP Softphone 2050 Call Control window 13 Figure 4: Call Control Wi ndow—Compact Sk in (silver) Accessibility Inter face______________________________ The Accessibility Interface works with JAWS® for Windows from Freedom Scienti fic—screen reading software that lets visually impaired users access the full range of IP Softphon e 2050 features. T[...]

  • Page 14

    IP Softphone 2050 Call Control window 14 Call Contr ol window elements and functions Table 1 describes the elem ents and fu nctions of the Ca ll Control w indow. T able 1: IP Softphone 2050 compo nents and functions (Par t 1 of 3) Element Functio n Primary display To provide call in formation (such as Caller ID) and instructions for using certai n [...]

  • 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 t o confirm m enu selec tion (1 140 skin only). Volume decrea se increase To increase or decrease the he adset volume. Mute To listen to the re ceiving party without transm[...]

  • Page 16

    IP Softphone 2050 Call Control window 16 Hot keys You can assign keyboar d hot keys to access the full range of Call Con trol 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 grou p that you want to acce ss: Buttons , Menu , or Select Fields (Accessibility In[...]

  • Page 17

    IP Softphone 2050 Call Control window 17 4. Under Press a new shortcut key , enter the key combination—“Alt + Ctrl + V”, fo r exam ple—that you want as your h ot key. 5. Click Assign . Note: If the key combination is already taken, the previously assig ned feature ap pears in the Shortcut curre ntly used by text box. To assign a hot ke y, y[...]

  • Page 18

    IP Softphone 2050 Call Control window 18 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage ph one calls and messages without openin g the Call Control window. To access the menu, rig ht-click the IP Softphone 2050 icon found in the Windows taskbar system tray. From the me nu (Figure 5 ), you ca n make, answer, and [...]

  • Page 19

    IP Softphone 2050 Call Control window 19 • Select Make Call to open the Phone Nu mber dialog box. • Select Features to access server-sup ported features. • Select Macros to access your list of macros. • Select Open to open the Call Control win dow. • Select Exit to close the IP Softphone 2050. • Select Cancel to cancel the system tray m[...]

  • Page 20

    IP Softphone 2050 Call Control window 20 Local Director y The IP Softphone 2050 Local Directory (Fig ure 6) lets you store as many phone directories on yo ur comput er as you nee d. You can use the Shortcut Bar to organize yo ur contacts into smaller group s of shortcut links. Figure 6: Local Director y window You can use the Loca l Directory 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 shortcu t links, including: • Local Directory—main directory co ntacts • Redial List—mo st recent calls made • Callers List—most recent calls received • Quick Dials—a built in group fo r selecting shortcuts to contacts Open[...]

  • Page 22

    IP Softphone 2050 Call Control window 22 For more in formation abo ut ma naging contacts, refer to the IP Softphone 2050 User Guide. CS 1000 Director y The CS 1000 Directory mainta ins contact information and ser ver- supported feature s in a remote, central da tabase called the Applica tion Server. Accessib le from the IP Softphon e 2050 Call Cont[...]

  • Page 23

    IP Softphone 2050 Call Control window 23 Note: Th e Personal Direc tory , Redi al List, and Callers List features have a one-minute time-out control per iod. If the application rest s idle for one minute durin g any of the op erations, the list closes and your IP Softphone 2050 return s to the idle sta te. For further info rmation about CS 1 000 Di[...]

  • Page 24

    Agent and Supervisor features 24 Agent and Super visor features This section describe s login featur es co mmon to th e Call Center Agent and Supervisor. Com mon features a re as follows. • “Line and feat ure keys” on pag e 24 • “Logging in an Agent” on page 24 • “Logging in with Agent ID an d Multiple Queue Assignments” on page 2[...]

  • 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 NotRea dy (Figure 7, page 24). Log[...]

  • Page 26

    Agent and Supervisor features 26 Login Option ent ries The login optio ns require the following entri es: • A four-d igit Agent ID • A Supervisor ID (if your queue requir es one) • Up to five ACD DNs and priority va lues (if priority values are bein g used), te rminat ed by ## . Logging in: No Super v isor ID, No Priority To login using the N[...]

  • Page 27

    Agent and Supervisor features 27 Logging in: No Super vis or ID, With Priority To log in using the No Supe rvisor ID, With Priority optio n: 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 Supe rvisor ID, enter # instead of a Priority entry or a Supe rvisor I D entry (t he Priority or Supervis or ID fo r your set is used). Using Default Login If you normally use the[...]

  • Page 29

    Agent features 29 Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 29 • “Using Fo rce Call” on page 3 0 • “Using Activity Code” on page 30 • “Using Emergen cy” on page 31 • “Using No tReady” on page 31 • “Answering or making non-ACD calls” on pa[...]

  • Page 30

    Agent features 30 • Click NotReady . (This removes you from th e queue but keep s you logged in as an agent po sition.) • Wait for the caller to termi nate the call . • On your PC keyboard, pr ess F12 . Using Force Call Use the Force Call featur e to automatically connect an incom ing ACD call. Note: Your sys tem administrato r sets the time [...]

  • Page 31

    Agent features 31 Using Emer gency Use the Emergency featu re to contact your supervisor imme diately in an emergency situation . The Emergency ind icator remains li t as long as the feature is activ e. To use the Emerge ncy feature, do the fo llowing: 1. During an active call, click Emergency . When the supervisor picks u p, a three-way call comme[...]

  • Page 32

    Agent features 32 Contacting your super visor Use the Supervisor feature to do the following: • Answer a call from your su pervisor • Answer a call from your su pervisor when on an other call • Place a call to your super visor • Confere nce in your superviso r when on another call • Transfer a call to your super visor Answering a call fr [...]

  • 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 InCall s . Placing your super visor in conference with a call in pr ogress You can conferen ce in your supervisor dur[...]

  • Page 34

    Supervisor feature s 34 Super visor features This section desc ribes the follow ing features that are available to supervisors: • “Using Answer Age nt” on page 34 • “Using Agent key” on page 34 • “Using Answer Emer gency” on page 35 • “Using Call Agent” on page 36 • “Using Inte rflow” on page 36 • “Using Night Se r[...]

  • Page 35

    Supervisor features 35 To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agen t status indications. Using Answer Emer gency Use the Answer Emergency feature to receive calls fr om agents in an emergency situation . Your status changes to NotRe ady and the indica tor remains lit as long as the call [...]

  • Page 36

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

  • 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 receive night service. Deactivating Night Ser vice To dea[...]

  • Page 38

    Supervisor feature s 38 Using Display Agent Status Use the Display Agen t feature to view a summary of current status for all agents that have an agent Po sition ID key assign ed on t he Supervisor’s telephone. See Fi gure 8 below. Click Display Agent . The summary information appears for 1 2 seconds or until you click another featur e key. In th[...]

  • 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 a ppears in the display area of the Call Con trol window. See Figure 9 below. Figure 9: Display Queue To view the amount of ca ll traffic in the ACD q ueu[...]

  • Page 40

    Supervisor feature s 40 Slow Flashing Busy Calls are backing up in th e queue. Calls overflowing to this qu eue are no t being accepted . Fast Flashing Overloaded You have too many calls in this queue. New calls overflow to anoth er queue. T able 3: Di splay Que ue indica tors Indicator Queue Stat us 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 Lo gin, 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 2 6 Supervisor ID, 25 Supervisor ID, N o Priority, 26 Supervisor ID , Wi th Priorit y, 27 Supervis[...]

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    Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2006 Nortel Networks. All rights reserved. The information in this documen t is subje ct to change without notice . The statement s, configurations, techn ical data, and recommendations i n this document are believed to be accurate and reliable, b ut are presen[...]