Nortel NN43119-100 manual

Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide[...]

Title page[...]

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Revision history 9 Revision histor y June 2010 S tan dard 04.01. This documen t is up-issued to suppor t Communication Server Release 7.0. June 2009 S tan dard 03.02. This documen t is up-issued to support IP Soft phone 2050 Relea se 3.3 with Communicatio n Server Release 5.5 and later . May 2009 S tan dard 03.01. This documen t is up-issued to sup[...]

Revision history 10 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 tphone 2050 V e rsion 2. August 2005 S tan dard 4.00. This d ocument is up -issued to su pport Nortel Communication Serve r 1000 Release 4.5. September 2004 S tandard 3.00 . This do cument is up-issu[...]

Revision history 11[...]

Contents 12 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call Control window . . . . . . . . . . . . . . . . . . . . . . . .[...]

Contents 13 For Basic ACD or Contac t Center Manager . . . . . . . . . . . 33 Logging in u sing Agent ID and Multiple Queu e Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 35 Logging in: Supervisor ID, No Priority . . . . . . . . . . . .[...]

Contents 14 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 4[...]

IP Softphone 2050 overvie w 15 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 t[...]

IP Softphone 2050 overview 16 — 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:[...]

IP Softphone 2050 overvie w 17 • Always-on-top option that kee ps the Call Control windo w on top of all other ope n applicat ions Components The IP Softphone 2050 supports six main componen ts: • “Call Control window” on page 17 • “Local Dir ectory windo w” on page 17 • “Settings window” on page 17 • “System tray icon and m[...]

IP Softphone 2050 overview 18 For more information abo ut the Settings window, consult the IP Softphon e 2050 User Guide (NN43119-101). System tray icon and menu You can right-click the IP Softp hone 2050 system tray icon—located at the right side of the Windows taskbar at the bottom of your screen—to make and m anage calls. Expansion Module Us[...]

IP Softphone 2050 Call Control window 19 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window suppo rts the 1100 theme— designed to look and fe el like the desktop IP Phone 1100 series—as well as an additional two co mpact themes , avail able in black a nd silver. The IP Softphone 2050 also su pports an Accessibility[...]

IP Softphone 2050 Call Control window 20 Call Contr ol window The Call Control window (see Figure 1 below and Figu re 2 on page 21) 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 2 2. Figure 1: Call Control Window—1100 series theme Soft[...]

IP Softphone 2050 Call Control window 21 Figure 2: Call Contr ol Window—Compact Theme (silve r) 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. The Accessibility Inte rface h[...]

IP Softphone 2050 Call Control window 22 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 4) Element Functio n Primary display To provide call in formation (such as Caller ID) and instructions for using certai n [...]

IP Softphone 2050 Call Control window 23 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 (1 100 series theme only). Volume decrea se increase To increase or de crease the volume. Headset T o answer and make calls using the h eadset.[...]

IP Softphone 2050 Call Control window 24 Hold To place an active call on hold. The featur e key label fo r the line on ho ld displays a flashing icon to indicate th at the call is on hold. Return to the call by clicking the Line button of the call on hold. Release To terminate an active call. Line keys To access one of six programmable Line keys. T[...]

IP Softphone 2050 Call Control window 25 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. Click the Menu button. 2. Select File > Settin gs > Hot Keys. 3. Choose the feature grou p that you want to acce ss: Buttons , Menu , or Sele[...]

IP Softphone 2050 Call Control window 26 To assign a hot ke y, you can ente r any keyboard key combination except for the following: •A t o Z • Shift-A to Shift-Z • Alt-A to Alt-Z • 0 to 9 • Alt+0 to Alt+9 • Asterisk (*) • Number sig n (#) • Up, down, left, and right arrow keys • Shift+Up, Shift+ Down • PageUp, PageDn • Alt+F1[...]

IP Softphone 2050 Call Control window 27 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 menu, you can make, an swer, and manage your c[...]

IP Softphone 2050 Directories 28 IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing contacts: the Loca l Directory, stored o n your loca l hard drive, and the CS 1000 Directory, sto red on your server. • “Local Dir ectory” on page 28 • “CS 1000 Directo ry” on page 30 Local Director y U[...]

IP Softphone 2050 Directories 29 Opening a Local Director y fr om the Call Contr ol window To open a Loca l Directory: 1. On the Call Control window, click the Menu button. 2. Select View > Local Directory . 3. Select on e of the following: — On the Shortcut Bar , select Directories > Local Director y . — On the menu, select Directory >[...]

IP Softphone 2050 Directories 30 For more in formation abo ut ma naging contacts, refer to the IP Softphone 2050 User Guide (NN43119-101) . 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 Ca[...]

IP Softphone 2050 Directories 31 For further info rmation about the Nor tel IP Softphone 20 50, consult IP Phones Fundame ntals (NN43001-368) .[...]

Agent and Supervisor features 32 Agent and Super visor features This section describe s login featur es co mmon to th e Call Center Agent and Supervisor. The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window. Figure 3: Line and feature keys Use these keys to acce ss and manage Call Center Agent and S[...]

Agent and Supervisor features 33 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, which is often the case if you do not share your phone with anothe r person, use the following procedur e to log in to an Automatic Call Distribution (ACD) queue. Logging in with Agent ID For Basic ACD or Co ntact Center M[...]

Agent and Supervisor features 34 Logging in using Agent ID and Multiple Queue Assi gnments If your configuration uses Multip le Queue Assignment (MQA, use the following proced ure. MQA login involves e ntering a four- digit Agent ID and up to five ACD Directory Numbers (DN), with th e option of adding a Supervisor ID and up to five Priority values.[...]

Agent and Supervisor features 35 Logging in: No Super v isor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial ACD DN 2 # . 5. Dial ACD DN 3 # . 6. Dial ACD DN 4 # . 7. Dial ACD DN 5 ## . Logging in: Super vis or ID, No Priority To login using the Supervisor[...]

Agent and Supervisor features 36 7. Dial ACD DN 3 # . 8. Dial Priority 3 #. 9. Dial ACD DN 4 # . 10. Dial Priority 4 #. 11. Dial ACD DN 5 # . 12. Dial Priority 5 ## . Logging in: Super visor ID, With Priority : To log in using the Supervisor ID, With Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial Supervisor ID # . 4. Dial ACD DN 1[...]

Agent and Supervisor features 37 Using Default Login If you normally use the same teleph one for each shi ft, use the Defa ult Login once at the beginn ing of a shift. The Default Log in uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor. To use the Default Login (with MQA enabled ): 1. Click InCalls[...]

Agent features 38 Agent features The following sections describe features that are available to agents: • “Incoming Ca ll Notification” on page 38 • “Incoming Ca ll Notification” on page 38 • “Using Fo rce Call” on page 3 9 • “Using Activity Code” on page 40 • “Using Emergen cy” on page 41 • “Using No tReady” on [...]

Agent features 39 Answering ACD calls Click InCalls to an swer the next que ued ACD call on the primary DN. You can find the InCalls key in the lower rig ht-hand corner of the programmable lin e/feature keys (se e Figure 3 on page 32). Answering a call The indicato r next to the InCalls key flashes on in coming call s. To answer a call: • Click I[...]

Agent features 40 When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call auto matically goes to your agent po sition. To disconnect an ac tive ACD call while Force Call (Auto Ans wer) is active, click InCalls . Using Activity Code Use the Activity Code feature to re cord the type of activ[...]

Agent features 41 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[...]

Agent features 42 Using SA VE key Use the SAVE feature key to save the recordin g of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operation s - If the SAVE key is clicked during an active call, the call is saved. • CR ap[...]

Agent features 43 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. Th e NotReady indicato r remains lit as long as the feature is active. Note: If you don’t activate Make Set Busy or Not Ready , the system will continue to direct callers to your phone. To temporarily log ou t of[...]

Agent features 44 Answering a call fr om your super visor When the in dicator next to the Supe rvisor key flashe s, cli ck Supervis or . The indicator remains lit as l ong as the call remains active. Answering a call fr om your supervisor wh en on a call Answering a call from your super visor when on another ca ll. When the indicator next to the Su[...]

Supervisor features 45 Super visor features This section desc ribes the follow ing features that are available to supervisors: • “Using Answer Age nt” on page 45 • “Using Agent key” on page 46 • “Using Answer Emer gency” on page 46 • “Using Call Agent” on page 47 • “Using Inte rflow” on page 47 • “Using Night Se rv[...]

Supervisor feature s 46 Using Agent key Use the Agent feature to co nnect, ob serve, o r monitor the statu s of each agent posit ion. Eac h Agent key links to a p articular agent po sition when used with th e Call Agent or Obse rve Agent ke y. To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agen [...]

Supervisor features 47 Note: If Contact Center Ma nager Administratio n is in use, a nd if multiple Agent s have pressed Emergency , the co nnected PC displays a list of Agents who have pr essed Emerge ncy . 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. Cl[...]

Supervisor feature s 48 Activating Night Ser vice To activate Night Serv ic e, do the following: 1. Click Night . 2. Click the 6 key (N for Night) to go into Night Service. 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: T[...]

Supervisor features 49 3. To terminate the observation, click Observe . 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 4 below. Click Display Agent . The summary information appears for 1 2 second[...]

Supervisor feature s 50 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 5 below. Figure 5: Display Queue To view the amount of ca ll traffic in the ACD q ue[...]

Supervisor features 51 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[...]

Supervisor feature s 52[...]

Index 53 Index A Activity Code, 40 Agent ID, 34 Agent, 46 Answer Agent, 45 Answer Emergency, 46 Answer, 23 C Call Agent, 47 Call Control Window 1140 skin, 20 Compact Skin, 21 Copy, 22 CS 1000 Directory, 30 D Default Lo gin, 37 Dialpad, 24 Directory, 24 Display Agent, 49 Display Queue, 50 E Emergen cy, 41 Expand, 24 Expansion Module, 18 F Force Call[...]

Index 54 No Supervisor ID, With Priority, 35 Non-ACD calls, 43 NotReady, 36, 37, 43 O Observe Agent, 46 Observe, 48 Outbox/Shift, 25 P Primary display, 22 Priority 36 Q Quit, 22 R Release, 24 S Services, 24 Soft keys, 22 Supervis or ID 3 4 Supervisor ID, 34 Supervisor ID, N o Priority, 35 Supervisor ID , Wi th Priorit y, 36 Supervis or, 44 System t[...]

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Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2002-2010 Nortel Networks. All right s reserved. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agree d to in writing, NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT W ARRANTY OR CON[...]