Avaya IP Phone 2004 Call Center for Nortel Communication Server 1000 User Guide
Contents
1. 9 46 Outbox Shift key 12 44 P Paging tone 44 Place or answer non ACD calls 25 Primary Directory Number 44 Programmable line DN feature keys self labeled 10 44 Q Quit key 13 44 R Ringback ring tone 44 S Services key 11 44 Soft keys self labeled 13 45 Speaker key 12 45 Special dial tone 45 Status messages 45 Supervisor features 30 Switchhook 45 Nortel Communication Server 1000 IP Phone 2004 Call Center User Guide Copyright 2007 Nortel Networks All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Nortel Logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks Document Number NN43117 100 Document Release Standard 01 01 Date May 2007 Produced in Canada To provide feedback or report a problem in this document go to www nortel com documentfeedback N O RT E L www nortel com2. Nortel IP Phone 2004 providing a total of 48 keys Message Inbox A fixed key on your telephone which connects to your voice mes saging system when the key is pressed Message waiting indicator Incoming call indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Meridian 1 An office communication system More An option allowing access to the multiple layers of the soft keys Soft keys are the four keys located directly below the display area Mute key A fixed key used to listen to the caller without transmitting Navigation key Up Down and Left Right keys used to scroll through menus and lists appearing on the LCD screen Terms you should know Off hook Any line selected to make a call or receive an incoming call The term off hook is applied whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the set or d a line is automatically selected for an outgoing call Outbox Shift key A fixed key used to switch between 2 feature key pages to provide access to an additional 6 lines features and an additional 24 lines on the Nortel IP Phone KEM Primary Directory Number The main extension number on your telephone Programmable line DN feature keys self labeled The six keys located at the sides of the upper area of the display Quit key A fixed key on your telephone th
3. Terms you should know 0 00 cece eee ees 41 About the telephone About the telephone The Nortel IP Phone 2004 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 some telephones Consult your system administrator to verify which features are available for your use 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 shows key labels Figure 1 Programmable line DN feature keys and soft key labels Programmable line DN feature keys self labeled Soft keys About the telephone Basic features The IP Phone 2004 supports the following features 12 programmable feature keys six physical user defined feature key labels and six lines features accessed by pressing the Shift key 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 Some IP Phone 2004 phones are not configured to support soft key functionality Consult your system administrator multi field LCD screen speaker for on hook dialing or on hook listening volume control bar for adjusting ringer speaker handset and headset volume Six specialized fixed keys Qu
4. you log out automatically when the call finishes Agent features Agent features The following sections describe features that are available to Agents e Answering ACD calls on page 21 e Using Call Force on page 22 e Using Activity Code on page 23 e Using Emergency on page 24 e Using Not Ready on page 24 e Placing or answering non ACD calls on page 25 e Contacting your supervisor on page 27 e Supervisor features on page 30 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN The InCalls key is located in the lower right hand of the programmable line feature keys To answer a Call S960 Gey When the LCD next to the InCalls key flashes press the InCalls key Note The LCD remains lit as long as you are on the call Agent features To terminate a call Choose one of the following 3 ma LB Press the Goodbye key Goodbye Press the InCalls key Press the individual DN line key 27648 Gey This removes you from the queue Press the NotReady key this a Gal removes you from the queue but HotResdy Gey keeps you logged in as an agent position or wait for the caller to terminate the call Using Call Force Use the Force Call feature to automatically connect an incoming ACD call A time interval is set by your system administrator between each incoming call When calls come in
5. Agent ID and MQA login options on page 17 e Using Default Login on page 19 Agent and supervisor features Logging in with Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 16 Use an Agent ID login with one of the following four MQA login options to enter ACD queues Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including login IDs where the agent must enter a Supervisor ID The login options require the following entries in sequential order 1 a four digit Agent ID 2 a Supervisor ID if your queue requires one 3 up to five ACD DNs and priority values if priority values are being used terminated by Agent and supervisor features To log in Press the InCalls key Choose one of the following four login options For No Supervisor ID No Priority dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial your Agent ID Supervisor ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 For No Supervisor ID With Priority dial your Agent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 For Supervisor ID With Priority dial your Agent ID Supervisor ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Pri
6. Nortel Communication Server 1000 IP Phone 2004 Call Center User Guide NORTEL 16 a 7481576 eleleteicis Tare thas sip PC TO 901 DIHOC aly 000000000111 1111 eTeTeTle o ke o00001n111odooo hh NAA 00000101000 0000101001111100 IO EI gt k 1010101001016363668d 10 1 ek re ey TON 0100000000000 elel OOOO00OOO9THM19MTIATYA OOOO10O10O1O1OOOOOO 101010100 Revision history Revision history May 2007 Standard 01 01 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 2004 Call Center User Guide NN10300 051 This document contains updated content based on CR Q01130629 01 See Placing or answering non ACD calls on page 25 July 2006 Standard 5 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 LOGOs and trademark information was updated URL for document feedback added to back page August 2005 Standard 4 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 September 2004 Standard 3 00 This document is up issued to support Nortel Communication Server 1000 Release 4 0 October 2003 Standard 2 00 This document is up issued to support Succession 3 0 Software September 2002 Standard 1 00 This document is issued to support Meridian 1 Release 25 40 and Nort
7. Press the 6 key 6 N for Night to go TE 992 into Night Service aaa The Night Service LCD lights continuously All calls in queue and new calls receive night service To transition to Night Service KIT ent sue Gey 1 Press the Night Service key Bag 2 Press the 8 key 8 T for Transition to Gag l ie 992 activate Transition mode gaa The Night Service LCD flashes All calls IN queue remain in queue and new calls receive Night Service To deactivate Night Service RIT eire Gy 1 Press the Night Service key aaa 2 Press the 3 key 3 D for Day to FEE wag resume Day mode aaa The Night Service LCD flashes New calls enter the queue Supervisor features Observing a call Use the Observe feature to monitor an agent in a call fbseeue Gey 1 Press the Observe key 2 Choose one of the following HsenLkey Gey Press a selected Agent key Dial the agent s Position ID Th 999 Cal 1 pat Gey 3 Press the Call Agent key to talk to the agent you are monitoring DIES nie GD 4 Press the Observe key to terminate the na observation Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following e number of calls waiting in the queue e number of agent positions occupied for the queue e the length of time that the oldest call has waited in the queue e the number of calls that have been overf
8. The green InCalls key is the primary DN key located at the bottom right side of the LCD screen 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 appearing on the LCD screen About the telephone SS Press the Services key and use the navigation keys to access the following Services tems e Telephone Options Volume adjustment Contrast adjustment Language Live Dialpad Date Time On hook default path Call timer Display diagnostics Local dialpad tone Ring type Change feature key label Set Info e Password Admin Station Control Password e Display Network Diagnostics Utilities Note Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics e Virtual Office Login and V
9. a short tone indicates the new call The InCall indicator lights continuously and the ACD call automatically goes to your agent position Pressing the InCalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users 1 Login w 2 Replace the handset C 2 Agent features 3 Press the Services key Set the On hook default path to Headset Enabled Services Using Activity Code Use Activity Code to record the types of activities you are performing To record activities Activity Gey 1 When the Activity LCD indicator is flashing press the Activity key 2 Use the dialpad to enter the Activity aaa code aaa Activity Gey 3 Press the Activity key If performing multiple tasks repeat these steps Note f configured Activity codes can be entered while in the NotReady state Agent features Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation EIS Gy 1 During an active call press the Emergency key Note The Emergency LCD remains lit as long as the feature is active When the supervisor answers a three way call commences with you your Supervisor and the caller Eeee Gey 2 Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and Supervisor Using Not Ready Use the Not Ready featur
10. at is used to exit applications Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A fixed key used to access options such as Telephone Options Password Admin Display Network Diagnostics Utilities Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Terms you should know Soft keys A set of keys programmed by your system administrator These four keys located directly below the display area have four pro grammable layers The layers are accessed through the More key These keys are also used to configure parameters in the Telephone Option menu Speaker key A fixed key used to activate Handsfree Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Status messages A message displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again active Ringer is OFF and Line x Unavailable System or Switch Your office communication system Switchhook A button that the handset presses down disconnecting your call when you replace the handset The handset when lifted releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User interfa
11. ce screen displays that interact with the end user as a result of an action or event Terms you should know Volume control bar A rocker bar you press to increase or decrease the volume of the ringer handset headset speaker and the Handsfree feature Index A About the IP Phone 2004 7 Activity code 23 Agent and MQA login options 17 Agent and Supervisor features 15 Agent features 21 Agent key 31 Agent login 15 Answer ACD calls 21 Answer Agent 30 Answer Emergency 32 Attendant 41 AutoDial 41 B Basic features 8 C Call Agent 32 Contact your supervisor 27 Copy key 41 D Date Time display 41 Default login 19 Directory key 12 41 Directory Number DN 41 E Emergency 24 Expand to PC key 13 41 F Fastbusy signal 42 Feature display 42 Fixed key 42 G Goodbye key 10 42 H Handsfree 42 Headset key 12 42 Hold key 10 42 InCalls key 10 Indicator status 43 Information display 42 Information line 42 Interflow 33 Interrupted dial tone 43 IP Phone Key Expansion Module KEM 39 43 L Line DN key 10 Local Area Network 7 Login with Agent ID and MQA 16 M Meridian 1 43 45 Message Inbox 10 43 Message waiting indicator 13 43 47 More key 13 43 system or Switch 45 Mute key 12 43 T N Telephone controls 9 Navigation keys 10 43 Telephone display 14 Night Service 33 Not Ready 24 U User interface 45 O Observe 35 V Off hook 44 Volume control bar
12. e to take your telephone out of the call queue while completing post call work HotResdy Gy 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active Agent features 2 Toreturn to the queue choose one of the following Press the InCalls key 220 ED HolReady Gey Press the NotReady key Placing or answering non ACD calls Use this feature to receive and place calls on your individual line To place a call s498 Ga 1 Press your individual DN key 2 Use the dialpad to dial the telephone number 999 Note The LCD remains lit as long as you are on the call Agent features To answer a call 2498 amp When the LCD next to your individual DN key flashes press the DN key The LCD remains lit as long as you are on the call Note During an incoming call if you have a feature key page selected that does not contain the flashing DN key the display will revert to the active feature key page This enables you to answer the call without having to press the shift key Agent features Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways e To answer a call from your supervisor on page 27 e To answer a call from your supervisor while on another call on page 27 e To place a call to your supervisor on page 28 e To co
13. el Communication Server 1000 Release 2 0 Revision history Contents About the telephone 000 cee ee 7 Basic features tiie a eae aR oe eR Re Oo eH OO aR 8 Telephone controls 0 0 a 9 Telephone display aaa 14 Agent and supervisor features 15 Logging in as agent cece ees 15 Logging in with Agent ID and Multiple Queue Assignments 16 Logging in with Agent ID and MQA login options 17 Using Default Login a 19 Logging out as agent cece es 20 Agent features e e DAN NENA MAUNA ENGE DAA WG 21 Answering ACD calls 0a 21 USING Cal FONG ss an a GG Ma KAMAG we A NG 22 Using Activity Code 0 23 Using Emergency aa maaawa ba KAR AA KAN de AG La 24 Using Not Ready 0 0 ees 24 Placing or answering non ACD calls 25 Contacting your supervisor cee eee eee 27 Supervisor features e e cee es 30 Using Answer Agent 0000 cece eee ees 30 Using the Agent key 0 cc ees 31 Using Answer Emergency eee eee eens 32 Using Call Agent 0 0 0 ees 32 USING INETMOW 2a ae 8 wd ee aa oe ea oe a R 33 Using Night Service 0 0 ccc ees 33 Observing a call 0 0 aaa 35 Displaying the queue es 35 Displaying agent status 0 AA 37 ACCeSS0rles aa nnnn nnn 39 IP Phone Key Expansion Module KEM 39
14. hen a triangle appears before a key label the feature is active Press the More key to access the next layer of Soft keys When a message is left for the user the Message Waiting Indicator flashes Also this indicator flashes when the telephone ringer is ON Use the Expand to PC key to access external server applications such as XSA Press the Copy Key to copy entries to your Personal Directory from other lists such as the Caller List Redial List Corporate Directory etc About the telephone Telephone display The IP Phone 2004 has three display areas e The upper display area provides line and feature key status e The middle display area contains single line information for items such as caller number caller name feature prompt strings user entered digits date and time information and telephone information e The lower display area provides feature key label information Figure 3 shows an idle LCD screen display Figure 3 IP Phone 2004 LCD screen Upper Display Area Programmable line DN feature keys self labeled Middle display area Date time display Call party information Feature status information Options information Directories information Lower display area soft keys Agent and supervisor features Agent and supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor e Logging in as agent o
15. irtual Office Logout if Virtual Office is configured e Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured About the telephone Shift Directory Note Press the Services key to exit from any menu or menu item e The Password Admin menu many not be available on your IP Phone 2004 Consult your system administrator Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset Press the Speaker key to activate handsfree The speaker LED indicator lights to indicate when handsfree is active Press the Outbox Shift key to toggle between two feature key pages and to access an additional six lines features and an additional 24 lines on the Nortel IP Phone KEM Press the Directory key to access directory services Press the Mute key to listen to the receiving party without transmitting Press the Mute key again to return to two way conversation The Mute key applies to handsfree handset and headset microphones The Mute LED indicator flashes when the Mute option is in use About the telephone Quit Fig gt Fud More a NORTEL p Press the Quit key to end an active application Pressing the Quit key does not affect the status of calls currently on your telephone Soft keys are located below the LCD screen The LCD label above the key changes based on the active feature Note W
16. it Directory Message Inbox Outbox Shift 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 About the telephone e hearing aid compatibility Figure 2 shows the IP Phone 2004 Figure 2 IP Phone 2004 Programmable line DN feature keys self labeled Goodbye key Message waiting indicator Incoming call indicator Hold key NORTEL Handset Primary Directory 2 Number key Multi field LCD display screen Speaker Dialpad Handsfree LED gl Ng Soft keys ia self labeled Expand to PC key 1e 3 L PP Copy key aO Services key rn Headset Key Navigation keys control bar Mute Key Outbox Shift key Directory key Message inbox key Quit key Telephone controls Note Some IP Phone 2004 phones are shipped with optional key caps installed Text in parenthesis indicates labels appearing on the key caps For example Services peep 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 About the telephone 2266 Ga Calluait Gey 2495 ae Calluait AL Goodbye Hold I 2 Msg Inbox
17. lowed into the queue Supervisor features To display information on your ACD queue DisplsyAst Ga Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 shows the ACD queue status Figure 4 Current status of ACD queue Calls waiting Calls time overflowed into this queue Number of manned positions Length of time first call has waited Supervisor features Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor s telephone DisplayAst Gey Press the Display Agent key The summary i information displays for twelve seconds or until another feature key is pressed Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your system administrator Figure 5 Current status of agents Positions busy on ACD Calls Vacant Agent positions Positions busy on non ACD Calls Positions waiting for ACD Calls Supervisor features The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue Table 2 lists the four states for this LCD indicator Table 2 States of LCD indicator Indicator Queue status Description Off Light There are few or no calls waiting Normal An acceptable number of calls are waiting Sl
18. n page 15 e Logging in with Agent ID and Multiple Queue Assignments on page 16 e Logging out as agent on page 20 Logging in as agent Use the Agent Login to enter an Automatic Call Distribution ACD queue If an Agent ID is assigned to you the display screen prompts you to enter a four digit code GG a 1 Lift the handset T S960 Gay 2 Press the InCalls key 3 If Enter Agent ID appears on the a screen use the dialpad to enter your ID E 4 Press the key The telephone goes into P a Not Ready state Agent and supervisor features 5 To join the ACD queue choose one of the following maag e Press the InCalls key Mol Reads GR Press the NotReady key 6 If you use a headset and Handset On Hook Means Log out HOML is set to No by your administrator then do the following LOT a Press the Headset key and replace the handset in the cradle to receive calls on your headset b Press the Services key Change the Services On hook default path to Headset Enabled Note If HOML is set to Yes replace the handset to log out of the queue Logging in with Agent ID and Multiple Queue Assignments A Multiple Queue Assignment MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Logging in with
19. nference in your supervisor during a call in progress on page 28 e To transfer a call to your supervisor during a call in progress on page 28 To answer a call from your supervisor Sas Ge When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call To answer a call from your supervisor while on another call SEE ei ey The LCD next to the Supervisor key flashes and a buzzer sounds Gey 1 Press the Hold key to put the current call on hold Hold Agent features Spend aaa Gey 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold To place a call to your supervisor Eaa ear Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 26A G Press the InCalls key To conference in your supervisor during a call in progress SUFEruisor Gey 1 Press the Supervisor key to talk privately with your supervisor SG O Gey 2 Press the Supervisor key again for a conference call with your supervisor yourself and the other caller To transfer a call to your supervisor during a call in progress SUE GU Sor Gey 1 Press the Supervisor key Agent features ci AABANG Gey 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to te
20. ng for an ACD call Fast Flashing Agent is on a non ACD call Supervisor features Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation BE Gey 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the individual contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status changes to NotReady 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an Agent CallAat Gey 1 Press the Call Agent key 2 Choose one of the following Asentk es amp Dial the agent s Position ID Press a selected Agent key Supervisor features L eS 3 Press the Goodbye key to end the call Goodbye Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold fotere ion Gey 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active interr iou E 2 Press the Interflow key again to deactivate the feature and resume normal call flow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours To activate Night Service HishtSus Gey 1 Press the Night Service key Supervisor features aaa 2
21. ority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter Agent and supervisor features 3 Choose one of the following 56h Gy Press the InCalls key Press the NotReady key to enter the pee ACD queue Using Default Login If you normally use the same telephone use the Default Login to log in just one time 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 Ga O 1 Lift the handset T 2260 Gy 2 Press the InCalls key gag 3 When Enter Agent ID appears on the aaa 999 screen use the dialpad to enter your ID aaa 4 Choose one of the following f your queue requires a Supervisor ID press the key three times f your queue does not require a Supervisor ID press the key two times Agent and supervisor features 5 To join the ACD queue choose one of the following Press the InCalls key 220 ED HolReady amp Press the NotReady key Logging out as agent You can log out of the system completely or temporarily NotReady state To log out Choose one of the following To log out completely press the MakeSetBusy key MakeSetLBsy Gey HoLRe ad lad TO log out temporarily press the NotReady key Note If you press the MakeSetBusy key while on an ACD call
22. ow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Fast Flashing Overloaded Too many calls in this queue New calls are being overflowed to another queue Accessories Accessories IP Phone Key Expansion Module KEM The Nortel IP Phone Key Expansion Module KEM is an optional hardware module that provides additional line appearances and feature keys on your IP Phone 2004 Figure 6 The IP Phone KEM You can connect up to two KEMs to your IP Phone 2004 providing a total of 48 additional keys For more information about the IP Phone Key Expansion Module see the Nortel IP Phone Key Expansion Module KEM User Guide NN43119 102 Accessories Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial key for one touch dialing Nortel Communication Server 1000 An office communication system Copy key A fixed key used to copy entries to your Personal Directory from other lists such as the Caller List Redial List Corporate Directory etc Date Time display The current date and time when the telephone is in an idle state Directory key Enables access to Corporate Directory Personal Directory Redial List and Callers List Directory Number DN A number consisting of one to seven digits for a telephone Also known as an ex
23. rminate your access to the call Goodbye Supervisor features Supervisor features The following sections describe features available to the Supervisor e Using Answer Agent on page 30 e Using the Agent key on page 31 e Using Answer Emergency on page 32 e Using Call Agent on page 32 e Using Interflow on page 33 e Using Night Service on page 33 e Observing a call on page 35 e Displaying the queue on page 35 e Displaying agent status on page 37 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation AnzAsent G 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the individual contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status changes to NotReady Supervisor features 2 Press the Goodbye key to end the call Goodbye Using the Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key links to a particular agent position and can be used along with the Call Agent of Observe Agent keys Table 1 lists the four states of the LCD indicator Table 1 Agent s status LCD screen Description Off Agent is not logged in On Agent is logged in but either NotReady or on a call Slow Flashing Agent is waiti
24. tension number Expand to PC A fixed key on your telephone used to access external server applications such as XSA Terms you should know Fastbusy A signal given when all outgoing lines are busy Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Fixed key The hard labeled keys on your telephone Goodbye key A fixed key used to end an active call Handsfree A method of conversing with the party on the other end of the line without lifting your handset Headset key A fixed key used to answer a call using the headset Hold key A fixed key used to place an active call on hold Information display Any display of call activity lists prompts and status of calls On the Nortel IP Phone 2004 the information area is a 1 line by 24 character display If the text message exceeds this area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Information line A 1 line by 24 character area that displays date and time or appli cation information Terms you should know Interrupted dial tone A broken or pulsed dial tone heard when you access some features on your telephone Nortel IP Phone Key Expansion Module KEM An optional hardware module which provides additional line appearances and feature keys to your IP Phone Up to two KEMs can be attached to your
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