Nortel Networks 1000 manuale d’uso

Norte l Communication Ser ver 1000 IP Phone 2007 Call Center User Guide Title page[...]

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Revision history 3 Revision histor y May 2007 S tandard 01.02. This document is issued to support Communication Server 1000 Rele ase 5.0. This document contains information pr eviously contained in the following legacy document, now retired: IP Phone 2007 Call Cente r User Guide (NN10300-020). Graphics are also upd ated. August 2005 S tanda rd 2.00[...]

Revision history 4[...]

Contents 5 Contents About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone Display . . . . . . . . . . . . . . . . . . . . . . . . [...]

Contents 6 Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31 Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 [...]

About the IP Phone 2007 7 About the IP Phone 2007 The Nortel IP Phone 2007 br ings voice and data to the desktop by connecting direc tly to a Local Area Networ k (LAN) through an Ethe rnet connection. The IP Phone 2007 provides all the functionality of the IP Phone 2 004, using a graphical user interface (GUI ). In addition, adva nced text and grap[...]

About the IP Phone 2007 8 —M u t e • shared LAN access with a PC • headset jack with On/Off key • automatic network configuration • hearing-aid compatibility • large, color, touch panel display screen • web-based applications support • remote firmware downl oad • USB mouse and keyboard suppo rt Figure 1: IP Phone 2007[...]

About the IP Phone 2007 9 Te l e p h o n e c o n t r o l s Use the Volume control bar to adjust the volume of t he ringer, handset, h eadset, speaker, a nd the Handsf ree featur e. Press the right side of the rocker bar to incre ase volume, the left side to decrease volume. Programmable line (DN)/feature soft keys are extra DNs or feature soft keys[...]

About the IP Phone 2007 10 Tap the Services soft key and use the Navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — Display diagnostics — Local DialPad Tone — Set Info — Diagnostics — Call Log Options — Ring type — Call time [...]

About the IP Phone 2007 11 • Password Admin: — Station Control Password Note: The Password Admin menu may not be available on the IP Phone 2007. Consult the syste m administrato r . • Display Network Diagnostics Utilities: Note: Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet[...]

About the IP Phone 2007 12 Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones. The Mute LED indicator flashes when the Mute option is in use. Tap the Quit soft key to end an active application. Tappi[...]

About the IP Phone 2007 13 T elephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML co ntent thro ugh an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/Nav igation area Figure 2 on page 13 shows an idle display. Fi[...]

About the IP Phone 2007 14 Figure 3: IP Phone 2007 Application area T ools/Navigation area The Tools/Navigation area pro v ides controls for navigatin g between features and selecting tools. It is visible and functional at all times. Figure 4 on page 14 shows the Tools/N avigation ar ea Figure 4: IP Phone 2007 T ools/Navigation area[...]

About the IP Phone 2007 15 The Tools/Navigation area has five main ele ments presented as touchable k eys: Tap this icon to dete rmine which exte rnal applications ar e registered (fo r example, My CallPilot), and launch them by tapping on the appropriate icon . Tap this icon to access the Telephone screen. Tap this soft key to go to the primary ex[...]

About the IP Phone 2007 16 T ouch panel Use the touch panel to perform po int-and-click operations on the IP Phone 2007. The touch p anel is used with the graphical u ser interface (GUI) to present keys directly on th e display. All line/DN keys, feature keys, and soft keys are activated by using the touch panel. See “Cleaning the Telephon e Scre[...]

Enter and edit text 17 Enter and edit text Enter and edit text on the IP Phone 20 07 using the following methods: • telephone d ialpad • soft keys • pop-up keyboard • USB keyboard (o ptional) The use of any of these meth ods for text entry depends on the applica- tion. Table 1 shows the applications and input devices that can be use d for t[...]

Enter and edit text 18 When entering IP addr esses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and t he telephone translates this to xxx.xxx. xxx.xxx. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory, Redial List, and Callers List. Table 2 describes the soft k[...]

Enter and edit text 19 Enter text using the USB keyboard The USB keyboard, when connected, ca n be used to enter text in the tools and graphical ap plications. For number entry in telephone applications (for example, when dialing), the keyboa rd may be us ed to enter digits (0– 9), as well as * and #. Othe r characters ar e ignored. When on a cal[...]

Agent and Supervisor features 20 Agent and Super visor features This section describes the following lo g in features that are common to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID and M ultiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to en ter an Autom ated Call Distr ibution (ACD) queue[...]

Agent and Supervisor features 21 Login with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment (MQA) logi n involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), wi th the option of adding a Supervisor ID and up to five Priori ty values. Choose one of the following login procedures: • Agent ID and MQA[...]

Agent and Supervisor features 22 Agent ID and MQA login options To enter ACD queues, use an Agent ID logi n with one of the following MQA login options: • No Supervisor ID, No Priority • Superviso r ID, No Priority • No Supervisor ID, with Priority • Supervisor ID, with Priority Note: The system prevents a supervisor from entering a Supervi[...]

Agent and Supervisor features 23 T o log in 1. Tap the Incalls soft key. 2. Choose o ne of the follo wing four login options: — For No Supervisor ID, No Priority, dial the Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # #. — For Supervisor ID, No Priority, dial the Agent ID # Supervisor ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # AC[...]

Agent and Supervisor features 24 Default Login When you alw ays use the s ame telepho ne, use the Default Login to log in only one time at the beginning of a sh ift. The Default Login uses the login of the previous shift to enter the same ACD queues and with the sa me Supervis or. 3. Choose one of the following: —T a p t h e Incalls soft key. —[...]

Agent and Supervisor features 25 Agent Logout Log out of the system completely or temporarily (NotRe ady state). To l o g o u t 5. To join the ACD queue, choose one of the following: —T a p t h e Incalls soft key. —T a p t h e NotReady soft key . Choose one of the following: — To log out completely, press the MakeSetBu sy soft key. — To log[...]

Agent features 26 Agent features The following sections de scribe features av ailable to Agents: • Answer ACD calls • Activity code • Call Forcing • Emergency • Not Ready • Answer or Place Non-ACD calls • Contact the Supervisor Answer ACD calls Use the Incalls key to answer the next queued ACD call on the primary DN. The Incalls key i[...]

Agent features 27 T o terminate the call Use Force Call Use the Force Call feature to automatically connect to an incoming ACD call. A time interval is set by th e system administrator between each incoming call. When calls come in, a short tone in dicates the new call. The InCall soft key changes color, and the ACD call auto matically goes to the [...]

Agent features 28 Use Activity code You use Activity codes to record th e types of activities performed. T o record activities 3. Press the Services soft key. Set the On-hook default path to Headset Enabled . 1. When the Activity soft key is flashing, tap the Activity soft key. 2. Use the dialpad to enter the Activity code. 3. Tap the Activity soft[...]

Agent features 29 Use Emer gency Use the Emergency feature to contact th e supervisor immediately in an emergency situation. Use Not Ready Use the Not Ready feature to take the telephone out of the call que ue while completing post-call work. 1. During an active call, tap the Emergency soft key. Note: The Emergency soft key color changes and remai [...]

Agent features 30 Place or answer non-ACD calls Use this feature to place or answer calls on an individual line. T o place a call T o answe r a call 2. To return to the queue, cho ose one of the following: —T a p t h e Incalls soft key —T a p t h e NotReady so ft key . 1. Tap the individual DN soft key. 2. Use the dialpad to dial th e telephone[...]

Agent features 31 Contact the super visor Use the Supervisor feature to talk to the supe rvisor in the following ways: • answer a call from the superviso r • answer a call from the superviso r while on another call • place a call to the supervisor • conference in the supervisor while on a nother call • transfer a call to the supervisor T [...]

Agent features 32 T o place a call to the supervisor T o return to the ACD call T o conference in the superv isor during a call in progress T o transfer a call to the supe rvisor during a call in progress Tap the Supervisor s oft key. Note: Calls are automatically put on ho ld when the Supervisor sof t key is used. Tap the Incalls soft key. 1. Tap [...]

Supervisor features 33 Super visor features The following sections de scribe featur es available to the Superv isor: • Answer Agent • Agent key • Answer Emergen cy • Call Agent • Interflow • Night Service • Observe • Display Agent Status • Display Queue Use Answer Agent Use the Answer Agent feature to receive calls from agents in [...]

Supervisor features 34 Use Agent key Use the Agen t feature to connect, ob serve, or m onitor the status of e ach agent posit ion. Each Agent key links to a particular agent position, and can be used with the Call Agent or Observe Agent keys. Table 4 lists the four states of the LCD indicator. Use Answer Emer gency Use the Answer Emergency feature [...]

Supervisor features 35 Use Call Agent Use the Call Agent feature to contact an Agent. Use Inter flow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a p redefined threshold. 1. Tap the Call Agent soft key. 2. Choose one of the following: — Tap a selected Agent soft key. — Dial the agent’s Position ID. 3. Pres[...]

Supervisor features 36 Use Night Ser vice Use the Night Service feature to defin e how calls are handled outside of business hours. T o activate Night Service T o transiti on to Nig ht Service T o deactivate Night Service 1. Tap the Night Service soft key. 2. Press the 6 key (6 = N for Night) to go into Night Service. The Night Service soft key col[...]

Supervisor features 37 Observe Use the Observe feature to monitor an agent in a call. Display Queue Use the Display Queue feature to a ccess the status of calls in an ACD queue. The information displayed includes th e following: • number of calls waiting in the queue • number of agent positions occupi ed for the queue 2. Press the 3 key (3 = D [...]

Supervisor features 38 • length of time the oldest call has waited in the queue • number of calls that have overflowed into the queue T o display information on the ACD queue Figure 5: Current status of ACD queue Tap the Display Queue sof t key. Information on the current ACD queue appears on the display.[...]

Supervisor features 39 Display Agent status Use the Disp lay Agent fe ature to v iew a sum mary of the current st atus for all agents who have an agent Position ID key assigned on the supervisor’s telephone. Figure 6: Current status of agents Tap the Display Agent soft key. The summary information displays for twelve seconds or until anot her fea[...]

Supervisor features 40 The Display Queue soft key gives a visual indication of the number of calls in the ACD queue. Table 5 lists the four s tates for this soft key. T able 5: Dis play Queue so ft key states Soft key display Queue stat us Description Off Light There are few o r no calls waiting. On Normal An acceptable number of ca lls are waiting[...]

Terms you should know 43 T erms you should know Attendant A telephone operator in your organization. AutoDial A telephone numbe r programmed on the AutoDial soft key for one-touch dialing. Communication Se r ver 1000 An office communication system. Copy key A soft key used to copy entr ies to your Personal Directory from other lists, such as th e C[...]

Terms you should know 44 Fastbusy A signal gi ven when all outgoing lines are b usy . Feature display An area that shows status infor mat ion about the feature in use. It also displays the name and status of the active session. Fixed key Any of the hard-labele d keys on your telephone. Goodbye key A fixed key us ed to end an active ca ll. Handsfree[...]

Terms you should know 45 Message (Inbox) A soft key on your telephone that conn ects to your voice messaging system when the key is tapped. Message W aiting indica tor/Incoming Call indicator An LCD or an LED that ind icates the s tatus of a featur e by the flash, wink, steady on, or of f. Meridian 1 An office communication system. More.. An option[...]

Terms you should know 46 Programmable line (D N)/feature soft keys (self-labeled) The six soft keys located in the upper area of the display . Quit key A soft key on your telephone that is used to exit ap plications. Ringback/ring tone A sound indicatin g that a call you have made is ringing at its destination. Ser vices key A soft key used to acce[...]

Terms you should know 47 W aiting, All Lines Forwarded to : 6453, Do Not Dis turb On, Ring Again Active, R inger is OFF , a nd Line x Unav ailable. System or Switch Y our office communication system. Switchhook A button that the handset depresses, disconnecting your call when you replace the ha ndset. When lifted, the handset releases the switchhoo[...]

Terms you should know 48[...]

Regulatory and safety information 49 Regulator y and safety information This equipment has been tested and found to comply with the limi ts for a Class B digital device, pursuant to part 15 of th e FCC Rules. These limits are designed to provide reasonable protec tion against harmful interference in a residential installation. This equip ment gener[...]

Regulatory and safety information 50 Table lists EMC compliance for various jurisdictions. Ta b l e 7 : S a f e t y Other Safety Appr ovals: IEC 60950-1: ITE equipment - Safety - Part 1 : General requirements T able 6: EMC Compli ance Jurisdiction Stan da r d Description United States FCC CFR 47 Part 15 Class B Emissions: FCC Rules for Radio Freque[...]

Regulatory and safety information 51 Other US/Canada : Hea ring Aid Compatibility (HAC) as per FCC Part 68 This equipment comp lies with the CE Ma rking requirements. Australia : AS/AC IF S004: Voice Freq uency Performance Require ments for Customer Equipment EU Countries: This device complies with the e ssential require ments and other relevant pr[...]

Regulatory and safety information 52[...]

Index 53 Index A About the IP Phone 2007 7 Activity code 29 Agent and MQA login options 23 Agent and Supervisor features 21 Agent features 27 Agent key 3 5 Agent login 21 Agent logout 26 Answer ACD calls 27 Answer Agent 34 Answer Emergency 35 Attendant 43 AutoDial 43 B Basic features 7 C Calibrate the touch panel 16 Call Agent 36 Cleaning the telep[...]

Index 54 M Meridian 1 45, 47 Message (Inbox) 45 Message waiting indicator 12, 45 More key 12, 45 Mute key 12, 45 N Navigation keys 9, 45 Night Service 37 Not Ready 30 O Observe 38 Off-hook 45 Outbox/Shift key 11, 45 P Paging tone 45 Place or answer non-ACD calls 31 Primary Directory Number 45 Programmable line (DN)/feature keys (self-labeled) 46 Pr[...]

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Norte l Communication Ser ver 1000 IP Phone 2007 Call Center User Guide Copyright © 2007 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 sented wi[...]