Nortel 1000 Con?guration guide Manual de usuario
Nortel Communication Server 1000
IP Phone 2002
Call Center User Guide
Title page
Revision history
3
Revision history
July 2006
Standard 5.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.5. LOGOs and
trademark information updated. Document feedback URL added
to back page.
August 2005
Standard 4.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.5.
September 2004
Standard 3.00. This document is up-issued to support Nortel
Networks Communication Server 1000 Release 4.0.
October 2003
Standard 2.00. This document is up-issued to support
Succession 3.0 Software.
November 2002
Standard 1.00. This document is issued to support Meridian 1
Release 25.40 and Succession Communication Server for
Enterprise 1000, Release 2.0.
Revision history
4
Contents
5
Contents
About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 15
Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Logging in with Agent ID and Multiple Queue Assignments . . 16
Using Agent ID and MQA login options . . . . . . . . . . . . . . 17
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Logging out an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 25
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Contents
6
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
About the Phone
7
About the Phone
The Nortel IP Phone 2002 brings voice and data to the desktop by
connecting directly to a Local Area Network (LAN) through an Ethernet
connection.
Note 1: All features are not available on all telephones. Consult your
system administrator to verify the features that are available on your
telephone.
Note 2: In this guide, programmable line (DN)/feature key labels
display beside the key, and soft key labels display directly above the
key. Figure 1 illustrates key labels.
Figure 1: Programmable line (DN)/feature key and soft key
labels
Basic features
The IP Phone 2002 supports the following features:
• four programmable line (DN)/feature keys (self-labeled)
• four soft keys (self-labeled) providing access to a maximum of ten
features
About the Phone
8
Note: Not all IP Phone 2002 sets are configured to support soft key
functionality. Consult your system administrator.
• multi-field LCD display screen
• call timer to indicate the duration of each call
• speaker for on-hook dialing or on-hook listening
• volume control bar for adjusting ringer, speaker, handset, and
headset volume
• six specialized fixed keys:
—Quit
— Directory
— Message (Inbox)
— Outbox/Shift (reserved for future development)
— Services
— Expand to PC
• four call processing fixed keys:
—Hold
— Goodbye
— Handsfree
—Mute
• shared LAN access with a PC
• headset jack with On/Off key
• automatic network configuration
• hearing-aid compatibility
About the Phone
9
Figure 2 illustrates the IP Phone 2002.
Figure 2: IP Phone 2002
Telephone controls
Note: Some IP Phone 2002 sets include optional key caps. Text in
parenthesis indicates labels appearing on the key caps. For example,
(Services)
Use the Volume control bar to adjust the
volume of the ringer, handset, headset,
speaker, and Handsfree feature. Press the
right side of the rocker bar to increase
volume, the left side to decrease volume.
The InCalls key is the primary DN key.
About the Phone
10
Programmable line (DN)/feature keys are
extra DNs or feature keys used to access
additional features.
A steady LCD light beside a line (DN) key
indicates that the line is active. A flashing
LCD indicates that the line is on hold.
A steady LCD light beside a feature key
indicates that the feature is active. A flashing
LCD indicates that the feature is being
programmed.
Use the Goodbye key to terminate an active
call.
Press the Hold key to put an active call on
hold. Press the line (DN) key beside the
flashing LED indicator to return to the caller
on hold.
Press the Message (Inbox) key to access
your voice mailbox.
Use the Navigation keys to scroll through
menus and lists on the LCD display screen.
(Goodbye)
(Hold)
(Message)
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