Nortel 1000 Con?guration guide Manual de usuario
Nortel Communication Server 1000
IP Phone 2007
Call Center User Guide
Title page
Revision history
3
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
4
Contents
5
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
Login with Agent ID and Multiple Queue Assignments . . . . . . 22
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
6
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
7
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
8
—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
9
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
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
— OnHook default path
— Change feature key label
— Name Display Format
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