Nortel Networks NN43119-100 manual

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

Title page[...]

3 GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Copyright (C) 1989, 1991 Free Software Fou ndation, Inc. 59 Temple Place - Suite 330, Boston, MA 02111-1307, USA Everyone is permitted to cop y and distribute ve rbatim copies of this license document, but changing it is not allowed. Preamble The licenses for most software are designed to take a way[...]

4 TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed unde r the terms of this Gener al Public License. The "Program", below, refers to any such program or wo rk, and a "work based on th[...]

5 whole must be on the terms of this License, whose permission s for other licensees extend to the entire whole, and thus to each and every part rega rdless of who wrote it. Thus, it is not the intent of this section to cl aim rights or contest your rights to work written entirely by you; rather, the int ent is to exercise the r ight to control the[...]

6 works. These actions are prohibited by law if yo u do not acce pt this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all it s terms and conditions for copying, distributing or modifying the Program or works based o n it. 6. Each time you [...]

7 the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation. 10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission. For software[...]

8 This program is free software; you can redistri bute it and/or modify it under the terms of the GNU General Public Li cense as published by the Free Softw are Foundation; either version 2 of the License, or (at your option) any later version. This program is distributed in the hope that it w ill be useful, but WITHOUT ANY WARRANTY; without even t[...]

Revision history 9 Revision histor y June 2010 S t andard 04.01. This document is up-issued to supp ort Communication Server Release 7.0. June 2009 S t andard 03.02. This document is up-issued to suppor t IP Softphon e 2050 Release 3.3 with Commun ication Server Release 5.5 and later . May 2009 S tandard 03.01. This document is up-i ssued to suppor[...]

Revision history 10 March 2006 S tandard 5.00. This docum ent is up-issued to support Nortel Communication Server 1000 Rele ase 4.5, for the IP Softphon e 2050 V ersion 2. August 2005 S tandard 4.00. This docum ent is up-issued to support Nortel Communication Server 1000 Rele ase 4.5. September 2004 S tandard 3.00. This document is up-issued for No[...]

Revision history 11[...]

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

Contents 13 For Basic ACD or Contact C enter Manager . . . . . . . . . . . 33 Logging in using Agent ID and Multiple Qu eue Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 35 Logging in: Supervisor ID, No Priorit y . . . . . . . . . . . .[...]

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

IP Softphone 2050 overview 15 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 Adapter. Designed to wo[...]

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

IP Softphone 2050 overview 17 • Always-on-top option that keeps the Call Co ntrol window on top of a ll other open ap plications Components The IP Softphone 2050 supports six main components: • “Call Control window” on page 17 • “Local Directo ry window” on pa ge 17 • “Settings window” on page 17 • “System tray icon and menu[...]

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

IP Softphone 2050 Call Control window 19 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window supports the 110 0 theme— designed to look and feel like the desktop IP Phone 1100 series—as well as an additional two compact them es , available in b lack and silver. The IP Softphone 2050 also su pports an Accessibility I[...]

IP Softphone 2050 Call Control windo w 20 Call Contr ol window The Call Control window (see Figu re 1 below and Figure 2 on page 21) includes the standard fe atures that let you make and mana ge telephone calls. For information on the elements of the Call Control windo w, see Table 1 on page 2 2. Figure 1: Call Control Window—1100 series theme So[...]

IP Softphone 2050 Call Control window 21 Figure 2: Call Contr ol Window—Compac t Theme (silver) Accessibility Inter face The Accessibility Interface works with JAWS® for Window s from Freedom Scientific—screen reading software th at lets visually impaired users access the full range of IP Softphone 20 50 features. The Accessibility Inte rface [...]

IP Softphone 2050 Call Control windo w 22 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 components and functions (Par t 1 of 4) Element Function Primary display To provide call in formation (such as Caller ID) and instructions for using certain sof[...]

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 to co nfirm menu selec tion (1 100 series theme only). Volume decrease increase To increase or de crease the volume. Headset T o answer and make calls using the head set. H[...]

IP Softphone 2050 Call Control windo w 24 Hold To place an active call on hold. The feature ke y label for the line on hold displays a flashing icon to ind icate that the cal l 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 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. Click the Menu button. 2. Select File > Settin gs > Hot Keys. 3. Choose the feature group that yo u want to access: Buttons , Menu , or Select[...]

IP Softphone 2050 Call Control windo w 26 To assign a hot key, yo u 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 sign (#) • Up, down, left, and right arrow keys • Shift+Up, Shift+Dow n • 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 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 the menu, you can make, answer , and manage your ca[...]

IP Softphone 2050 Directories 28 IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing co ntacts: the Local Directo ry, stored on your local har d drive, and the CS 1000 Directory, stored on your server. • “Local Directo ry” on page 28 • “CS 1000 Directory” o n page 30 Local Director y Us[...]

IP Softphone 2050 Directories 29 Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control window, click the Menu bu tton. 2. Select View > Local Directory . 3. Select one of the fo llowing: — On the Shortcut Bar, select Directories > Loc al Directory . — On the menu, select Direc tory > V[...]

IP Softphone 2050 Directories 30 For more info rmation about ma nag ing contacts, refer to the IP Softphone 2050 User Guide (NN43119-101) . CS 1000 Director y The CS 1000 Directory maintains co ntact information and server- supported features in a remote , central database called the App lication Server. Accessible fr om the IP Softphone 2050 Call [...]

IP Softphone 2050 Directories 31 For further inform ation about the Nortel IP Softp hone 2050, consult IP Phones Fundamentals (NN430 01-368).[...]

Agent and Supervisor features 32 Agent and Super visor features This section describes login featur es common 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 f eature keys Use these keys to access and manage Call Center Agent and Su [...]

Agent and Supervisor features 33 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, wh ich is often the case if you do not share your phone with another person , use the following procedure 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 Assignments If your configuration uses Multip le Queue Assignment (MQA, use the following procedure. M QA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the optio n of adding a Supervisor ID and up to five Priority values. Yo[...]

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 telephone for each shi ft, use the Default Login once at the beginning of a shift. The Default Login 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 . Th[...]

Agent features 38 Agent features The following sections descri be features that are available to agents: • “Incoming Call Notification” on page 38 • “Incoming Call Notification” on page 38 • “Using Forc e Call” on pa ge 39 • “Using Activity Code” on page 40 • “Using Emergency” on page 41 • “Using NotReady” on pag[...]

Agent features 39 Answering ACD calls Click InCalls to answer th e next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/fe ature keys (see Figure 3 on pa ge 32). Answering a call The indicator ne xt to the InCalls key flashes on incoming call s. To answer a call: • Click InCa[...]

Agent features 40 When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goe s to your agent posit ion. To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls . Using Activity Code Use the Activity Code feature to re cord the type of activit[...]

Agent features 41 Using Emer gency Use the Emergency feature to conta ct your supervisor immediately in an emergency situation. Th e Emergency indicator r emains lit as long as the feature is active. To use the Emergency fea ture, do the following: 1. During an active call, click Emergency . When the supervisor picks up, a three -way call commences[...]

Agent features 42 Using SA VE key Use the SAVE feature key to save the recording 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 operations - If the SAVE key is clicked during an active call, the call is saved. • CR appl[...]

Agent features 43 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. The No tReady indicator remains lit as long as the feature is active. Note: If you don’t activ ate Make Set Busy or Not Ready , the system will continue to direct callers to your phone. To temporarily log out of [...]

Agent features 44 Answering a call from your supervisor When the indic ator next to t he Supervisor key flashes, cli ck Supervisor . The indicator remains lit as l ong as the call remains active. Answering a call from your supervisor wh en on a call Answering a call from your superviso r when on another call. When the indicator next to the Su pervi[...]

Supervisor features 45 Super visor features This section describ es the following features that are available to supervisors: • “Using Answer Agent” on page 45 • “Using Agent key” on pag e 46 • “Using Answer Emerge ncy” on page 46 • “Using Ca ll Agent” on pa ge 47 • “Using Interflow” on page 47 • “Using Night Servi[...]

Supervisor features 46 Using Agent key Use the Agent feature to conn ect, observ e, or monit or the status of each agent positi on. Each A gent key links to a particular agent position when used with the Call Age nt or Observe Age nt key. To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agent stat[...]

Supervisor features 47 Note: If Contact Center Manager Administration is in u se, and if multiple Agents have pressed Emergency , the conne cted PC displays a list of Agents who have pres sed Emergency . 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[...]

Supervisor features 48 Activating Night Service To activate Night Serv ice, 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: The [...]

Supervisor features 49 3. To terminate the observation, click Observe . 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 4 below. Click Display Agent . The summary information appears for 12 se conds [...]

Supervisor features 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 appe ars in the display are a of the Call Control window. See Figure 5 below. Figure 5: Display Queue To view the amount of call traffic in the ACD queue,[...]

Supervisor features 51 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: Displa y Queue indica tors Indicator Queue Status Meaning[...]

Supervisor features 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 Log in, 37 Dialpad, 24 Directory, 24 Display Agent, 49 Display Queue, 50 E Emergency, 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 34 Supervisor ID, 34 Supervisor ID, No Priority, 35 Supervisor ID, W i th Priority, 36 Supervis or, 44 System tray[...]

[...]

Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2002-2010 Nortel Network s. All right s reserved. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writin g, NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT W ARRANTY OR CO[...]