Nortel 1000 Con?guration guide Manual de usuario

Nortel Communication Server 1000

IP Phone 2007

Call Center User Guide

Title page

Revision history

May 2007

Standard 01.02. This document is issued to support

Communication Server 1000 Release 5.0. This document

contains information previously contained in the following legacy

document, now retired: IP Phone 2007 Call Center User Guide

(NN10300-020). Graphics are also updated.

August 2005

Standard 2.00. This document is up-issued to support the Nortel

Communication Server 1000 Release 4.5.

May 2005

Standard 1.00. This document is issued to support the

IP Phone 2007 on Nortel Communication Server 1000

Release 4.0.

Revision history

Contents

About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Application area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Tools/Navigation area . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Touch panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Calibrate the touch panel . . . . . . . . . . . . . . . . . . . . . . . . . 16

Stylus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Cleaning the Telephone Screen . . . . . . . . . . . . . . . . . . . . . . . 17

Enter and edit text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Enter text using the telephone dialpad . . . . . . . . . . . . . . . . . . 18

Edit text using the soft keys . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Enter text using the pop-up keyboard . . . . . . . . . . . . . . . . . . . 19

Enter text using the USB keyboard . . . . . . . . . . . . . . . . . . . . 20

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 21

Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Agent ID and MQA login options . . . . . . . . . . . . . . . . . . . 23

Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Answer ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Use Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Use Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Use Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Contents

Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31

Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Use Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Use Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Use Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Use Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Use Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Use Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Display Agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Regulatory and safety information . . . . . . . . . . . . . . . . . . . 49

Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

DenAn regulatory notice for Japan . . . . . . . . . . . . . . . . . . . . . 51

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

About the IP Phone 2007

The Nortel IP Phone 2007 brings voice and data to the desktop by

connecting directly to a Local Area Network (LAN) through an Ethernet

connection.

The IP Phone 2007 provides all the functionality of the IP Phone 2004,

using a graphical user interface (GUI). In addition, advanced text and

graphic-based web-centric applications are supported.

The IP Phone 2007 does not support the IP Phone Key Expansion

Module (KEM).

Note: Not all features are available on all telephones. Consult the

system administrator to verify which features are available.

Basic features

The IP Phone 2007 supports the following features:

• 12 programmable feature keys

• four context-sensitive soft keys providing access to a maximum of

10 features

For information about context-sensitive soft keys, see New in This

Release Communication Server 1000 Release 5.0 (NN43001-115).

Note: The IP Phone 2007 may not be configured to support soft key

functionality. Consult the system administrator.

• speaker for on-hook dialing or on-hook listening

• volume control bar for adjusting ringer, speaker, handset, and

headset volume

• four call-processing fixed keys:

—Hold

— Goodbye

— Handsfree

About the IP Phone 2007

—Mute

• 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 download

• USB mouse and keyboard support

Figure 1: IP Phone 2007

About the IP Phone 2007

Telephone controls

Use the Volume control bar to adjust the

volume of the ringer, handset, headset,

speaker, and the Handsfree feature. Press

the right side of the rocker bar to increase

volume, the left side to decrease volume.

Programmable line (DN)/feature soft keys

are extra DNs or feature soft keys used to

access additional features.

Note: A color change for a line (DN) soft

key indicates that the feature or line is

active. A flashing soft key indicates the

line is on hold or 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) soft key beside the

flashing LED indicator to return to the caller

on hold.

Tap the Inbox soft key to access the voice

mailbox.

Use the Navigation key to scroll through

menus and lists appearing on the LCD

screen. The key rocks for up, down, left, and

right movements.

About the IP Phone 2007

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

— OnHook default path

— Change feature key label

— Name Display Format

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