Avaya 1120E User Guide
Contents
1. Goodbye Using Call Agent Use the Call Agent feature to contact an agent To use Call Agent CallAst 1 Press the Call Agent key Asenkes 2 Choose one of the following or Press a selected Agent key aaa aaa Di iti HoH Dial the agent s Position ID aaa 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 To use Interflow Interflow 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Supervisor features Intert low pan 2 Using Night Service Use the Night Service feature to business hours To activate Night Service Hishtswc 1 To transition to Night Service Hishtswc 1 Press the Interflow key again to deactivate the feature and resume normal call flow define how calls are handled outside of Press the Night Service key Press the 6 key 6 N for Night to go into Night Service The Night Service LCD lights continuously All calls in the queue and new calls receive Night Service Press the Night Service key Press the 8 key 8 T for Transition to activate Transition mode The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service Supervisor features To deactivate Night Service Nishtswc il Obs2. Communication Server 1000 Your office communication system Context sensitive soft keys A set of keys programmed by your system administrator These four keys located directly below the display area have four programmable layers These keys are also used to configure parameters in the Telephone Options menu Date time display The current date and time when the telephone is in an idle state Terms you should know Directory Number DN A number consisting of one to seven digits for a telephone and also known as an extension number Feature display An area that shows status information about the feature in use lt also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFC Specialized codes entered using the dialpad that enable features for example Ring Again Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls On your IP Phone 1120E this information area is one line of text and symbols If a text message exceeds this area a scroll arrow icon indicates that you must use the scroll ke
3. 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 Priority 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 2266 pp Press the In Calls key or Press the NotReady key to enter the Hot Reads ACD queue Using Default Login 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 with the same supervisor To use Default Login C Y 1 Lift the handset 2260 2 Press the In Calls key aaa 3 When Enter Agent ID appears on the aaa aaa screen use the dial pad to enter your ID aga 4 Choose one of the following If your queue requires a Supervisor ID press the key three times If 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 2268 the following or Press the In Calls key Hot Ready Press the NotReady key Logging out You can log out of the system completely or t
4. are performing To record activities Activity TC 1 When the Activity LCD indicator is flashing press the Activity key aaa 2 Use the dial pad to enter the Activity aaa aaa code aaa Agent features Activity 3 Press the Activity key Using Emergency If you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time Use the Emergency feature to contact your supervisor immediately in an emergency situation To use the Emergency feature Emergencia Emerdenca 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 Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor Agent features Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post call work Note l you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready NotReads 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the
5. case if you share your phone with another person use the following procedure to log in to 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 Note The following procedure applies if you are working in a Basic ACD environment or a Nortel Contact Center Manager environment Agent and Supervisor features For more information about Nortel Contact Center Manager visit www nortel com To log in as an agent 2268 or Hot Ready Lift the handset Press the In Calls key If Enter Agent ID appears on the screen use the dialpad to enter your ID Press the key The phone goes into a Not Ready state To join the ACD queue choose one of the following Press the In Calls key Press the NotReady key Agent and Supervisor features 6 If you use a headset and Handset On Hook Means Log out HOML is configured to No by your administrator then do the following ae a Press the Headset key and replace eS the handset in the cradle to receive calls on your headset LP b Press the Services key Change the Services On hook default path to Headset Enabled Note If HOML is configured to Yes replace the handset to log out of the queue Logging in using Multiple Queue Assignments for Basic ACD If your configuration uses Multiple Queue Assignment MQA use the following procedure MQA
6. feature is active 2 To return to the queue choose one of 260 AD the following or Press the In Calls key NotReady Press the NotReady key Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 2492 _ 1 Press your individual DN key 2 Use the dial pad to dial the telephone aaa number aaa Note The LCD remains lit as long as you are on the call Agent features To answer a call 2498 When the LCD next to your individual DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways To answer a call from your supervisor on page 28 To answer a call from your supervisor when on another call on page 28 e To place a call to your supervisor on page 29 e To conference in your supervisor during a call in progress on page 29 e To transfer a call to your supervisor during a call in progress on page 30 To answer a call from your supervisor Sureruisor 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 when on another call Surervisar The LCD next to the Supervisor key flashes and a buzzer sounds Agent featur
7. 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 an Agent ID and MQA login options on page 19 e Using Default Login on page 21 Logging in with an 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 20 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID Agent and Supervisor features 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 To log in 2268 No Supervisor ID No Priority aaa aaa aga Supervisor ID No Priority aaa aaa aaa No Supervisor ID With Priority aaa aaa aaa Supervisor ID With Priority aaa aaa aaa Press the In Calls 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
8. you from the queue but keeps you Hot Readw logged in as an agent position or wait for the caller to terminate the call Using Call Forcing Use the Call Forcing feature to automatically connect an incoming ACD call A time interval is configured by your system administrator between each incoming call Note You cannot use both Call Forcing and Return To Queue on No Answer at the same time A short tone indicates a new incoming call The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Pressing the In Calls key while call forcing Auto Answer is active disconnects an active ACD call CAUTION If you are away from your phone and Call Forcing is enabled remember to log out or activate Not Ready Otherwise callers continue to be connected to your phone Because you are not at your desk callers hear only the background noise in your work space until they hang up Agent features To enable Call Forcing for headset users 1 Login w 2 Replace the handset Pu 3 Press the Services key Configure the Servi On hook default path to Services Headset Enabled Using Return to Queue on No Answer If a call is not answered the call is sent back to the ACD queue and the your telephone is automatically placed in Not Ready state To return to the ACD queue log in or press the NotReady key Using Activity code Use Activity code to record the types of activities you
9. NORTEL Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide 610000000000 0000000001444 00001010101000 10101 Revision history Revision history May 2007 Standard 01 01 This document is up issued to support CS 1000 Release 5 0 This document reflects the new document number January 2006 Standard 1 00 This document is issued for Nortel Communication Server 1000 Release 4 5 Revision history Contents About the Nortel IP Phone 1120E Basicfeatures Telephone controls Telephone display Agent and Supervisor features Logging in without Agent ID for basic ACD cursi AA dre Logging in with Agent ID for Basic ACD or Contact Center Manager Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login options Using Default Login LOQGINGOUl eme a a eae eae Agent features Answering ACD calls Using Call Forcing Using Return to Queue on No Answer Using Activity code Using Emergency III ee Using Not Ready 0 ee eee eee Placin
10. emporarily Not Ready state To log out Choose one of the following MakeSetBusy e To log out completely press the a MakeSetBusy key e To log out temporarily press the Hot Read ot Read MED NotReady key Note l you press the MakeSetBusy key during an ACD call 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 23 e Using Call Forcing on page 24 e Using Return to Queue on No Answer on page 25 e Using Activity code on page 25 e Using Emergency on page 26 e Using Not Ready on page 27 e Placing or answering non ACD calls on page 27 e Contacting your supervisor on page 28 Answering ACD calls Use the In Calls key to answer the next queued ACD call on the primary DN The In Calls key is located in the lower right area of the self labeled line programmable feature keys To answer the call 2268 When the LCD next to the In Calls key flashes press the In Calls key Note The LCD remains lit as long as you are on the call Agent features To terminate the call Choose one of the following Goodbye e Press the Goodbye key or e Press the In Calls key 2268 J Press the individual DN line key this or removes you from the queue 2468 e Press the Not Ready key this removes En
11. erving a call Press the Night Service key Press the 3 key 3 D for Day to resume Day mode The Night Service LCD flashes New calls enter the queue Use the Observe feature to monitor an agent in a call To observe a call Observe m de 2 Agenkey pn or Baa Baa Baa aga CallAst 9 3 Observe lenta 4 Press the Observe key Choose one of the following Press a selected Agent key Dial the agent s Position ID Press the Call Agent key to talk to the agent you are monitoring Press the Observe key to terminate the observation Supervisor features Terms you should know Terms you should know Calling Party Name Display Information appearing on the LCD display screen such as the caller s name and telephone number The system must have CPND enabled Category 5 Cat5 Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Cathe cable normally has four pairs of copper wire Category 6 Cat Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000BaseT Gig Ethernet GigE it is also compatible with 10BaseT 100BaseT4 and 100BaseTX installations The cable normally has four pairs of copper wire
12. es 1 Press the Hold key to put the current call a on hold Sureruisor 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 Sureruisor Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 2268 _ Press the In Calls key To conference in your supervisor during a call in progress Sureruisor 1 Press the Supervisor key to talk privately with your supervisor Sureruisor 2 Press the Supervisor key again for a conference call with you your supervisor and the other caller Agent features To transfer a call to your supervisor during a call in progress Sureruisor 1 Press the Supervisor key Surervisor 2 When your supervisor answers press the Supervisor key again kum 3 Press the Goodbye key to terminate your access to the call Goodbye Supervisor features Supervisor features The following sections describe features available to the supervisor Using Answer Agent on page 31 Using the Agent key on page 32 Using Answer Emergency on page 32 Using Call Agent on page 33 Using Interflow on page 33 Using Night Service on page 34 Observing a call on page 35 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a no
13. ey 13 R Return to Queue on No Answer 39 Ringback ring tone 39 S Self labeled line programmable feature keys 10 Services key 14 40 Shared Directory Numbers 40 Shift Outbox key 13 Special dial tone 40 Nortel Communication Server 1000 IP Phone 1120E Call Center User Guide Copyright O 2006 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 Publication Number NN43112 107 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 RT E L www nortel com
14. g or answering non ACD calls Contacting your SUPErVviIsOr Supervisor features UsingAnswerAgent Using the Agent key Using Answer Emergency 32 Using Call Agent 33 Using Interflow 33 Using Night Service 34 Observing a call 35 Terms you should know 37 About the Nortel IP Phone 1120E About the Nortel IP Phone 1120E The Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection Note In this guide self labeled line programmable feature key labels appear beside the keys and context sensitive soft key labels appear directly above the keys Figure 1 shows the key labels Figure 1 Self labeled line programmable feature keys and context sensitive soft key labels NORTEL Self labeled line 47678 AutoDial programmable feature keys D 42888 2348 10 30 4 30pm a Trans Conf Forward More Context sensitive soft keys Note Some features are not available on all telephones Consult your system administrator to verify the features that are available on your telephone Basic features Your IP Ph
15. he blue Feature Status 5 o lt Shift Outbox E Directory Lamp indicator flashes Note To find out if additional features are supported contact your system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as the Caller List the Redial List and the Corporate Directory Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls The Shift Outbox key is a fixed key that is reserved for future feature development Press the Message Inbox key to access your voice mailbox This function is not available on all phones consult your system administrator Press the Directory key to access directory services About the Nortel IP Phone 1120E Pd Press the Services key to open the Services menu and use the navigation keys to access the following items Services e Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feature Key Label Name Display Format Live Dialpad e Password Admin Station Control Password The Password Admin menu is not available on all IP Phone 1120E sets Consult your system administrator e Display Network Diagnostics Utilities Only yo
16. n emergency situation To use Answer Agent AnsAgent Goodbye 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady 2 Press the Goodbye key to end the call Supervisor features 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 or Observe Agent keys Table 2 lists the four states of the LCD indicator Table 2 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation To use Answer Emergency AnsEmera 29 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready Supervisor features 2 Press the Goodbye key to end the call
17. nus and lists appearing on the LCD display screen The outer part of this key cluster rocks for up down left and right movements Use Up and Down to scroll up and down in lists and the Left and Right keys to position the cursor In some dialog boxes that appear on your phone you can also use the Left and Right keys to select editable fields press the Right key to select the field below the current selection or the Left key to select the one above About the Nortel IP Phone 1120E Hold Lea Expand eer Headset Goodbye NORTEL D Press the Enter key at the center of the Navigation key cluster to confirm menu selections In most menus you can use the Enter key instead of the Select soft key Press the Hold key to put an active call on hold Tap the flashing line DN soft key to return to the caller on hold Use the Expand key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset The Headset LED indicator located on the Handsfree key lights to indicate that the headset is in use Use the Goodbye key to terminate an active call When a message is waiting the red Visual Alerter Message Waiting indicator flashes Also when the ringer sounds this indicator flashes About the Nortel IP Phone 1120E When your IP Phone 1120E firmware is A A M norte being updated t
18. one 1120E supports the following features e four self labeled line programmable feature keys with labels and indicators e four context sensitive soft keys For information about the context sensitive soft keys see New in This Release Communication Server Release 5 0 NN43001 115 About the Nortel IP Phone 1120E Note Some IP Phone 1120E phones are not configured to support soft key functionality Consult your system administrator graphical high resolution LCD display backlit with adjustable contrast high quality speaker phone e volume control keys for adjusting ringer speaker handset and headset volume e six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy e sik call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold gigabit Ethernet ports e built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key USB port to support a keyboard or mouse Note Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy automatic network configuration e Graphical XAS hearing aid compatibility About the Nortel IP Phone 1120E e Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series Expansion Module For information about using the Expansion Module see the Expansion Module fo
19. r DN appears if the caller name is greater than 10 characters Press the flashing arrow to display the caller name About the Nortel IP Phone 1120E e The lower display area provides labels for the four context sensitive soft keys Figure 3 shows an idle LCD display screen Figure 3 IP Phone 1120E LCD display screen Upper display area Self labeled line programmable feature keys Middle display area Information line Lower display area Context sensitive soft keys Agent and Supervisor features Agent and Supervisor features This section describes the login features that are common to the Call Center agent and supervisor Depending on your system configuration choose from the following methods of logging in and out e Logging in without Agent ID for basic ACD on page 17 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 17 e Logging in using Multiple Queue Assignments for Basic ACD on page 19 Logging out on page 22 Logging in without Agent ID for basic ACD If your ACD configuration does not rely on Agent ID which 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 MakeSetB w 1 Press the Make Set Busy key Logging in with Agent ID for Basic ACD or Contact Center Manager If your ACD configuration uses Agent ID which is often the
20. r IP Phone 1100 Series User Guide NN43130 101 Figure 2 shows the IP Phone 1120E Figure 2 IP Phone 1120E Self labeled line programmable feature keys Data message waiting indicator Message waiting indicator Handset High resolution graphical display screen Speaker Context sensitive soft keys Navigation keys Copy key Message Inbox key Services key B E Shift Outbox key Quit Stop key Directory key Enter key Goodbye key Volume control E dk xpand key Mute key p A ES y Headset key Handsfree ops Hold key Dialpad Note If supported by your server the data message waiting indicator provides a data alert Contact your system administrator to find out if this feature is available for you Telephone controls This section describes the controls on the IP Phone 1120E In some geographic regions the IP Phone 1120E is offered with key caps that have English text labels In this document text in parentheses indicates the labels that appear on the key caps for example Services About the Nortel IP Phone 1120E Table 1 Telephone controls Find hna gt Fwd More la 2493 E AutoAns dh Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature When a triangle appears before a soft key label the feature is active Press the More key to access the next layer of soft key
21. s The keys on either side of the LCD display area are self labeled line programmable feature keys with labels on the LCD These keys also function as line DN keys A steady LCD light beside a line DN key indicates that the line is active A flashing LCD light indicates the line is on hold or the feature is being programmed Note Throughout this document the ACD line key is indicated by the line number 2260 The ACD line number that appears on your phone can be a different number A steady LCD light beside a feature key indicates that the feature is active A flashing LCD light indicates that the feature is being programmed About the Nortel IP Phone 1120E Volume Mute Handsfree Use the Volume control buttons to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume 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 Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active Use the Navigation keys to scroll through me
22. should know Index A About the IP Phone 1120E 7 Activity code 25 Agent and MQA login options 19 Agent and Supervisor features 17 Agent features 23 Agent key 32 Agent login 17 Answer ACD calls 23 Answer Agent 31 Answer Emergency 32 B Basic features 7 C Call Agent 33 Call party information 37 Contact your supervisor 28 Context sensitive soft keys 10 37 Copy key 13 D Date time display 37 Default login 21 Directory key 13 Directory Number 38 display areas 15 Display Network Diagnostics Utili ties 14 DN 38 E Emergency 26 Enter key 12 Expand key 12 F Feature display 38 Fixed key 38 Flexible Feature Code FFC 38 Force Call 24 G Goodbye key 12 38 H Handsfree Speaker key 11 Headset key 12 Hold key 12 Indicator status 38 Information display 38 Information line 39 Interflow 33 Interrupted dial tone 39 L Line DN key 10 Login with Agent ID and MQA 19 M Special Prefix code SPRE 40 Message key 39 Station Control Password SCPW 40 Message waiting indicator 12 41 Message Inbox key 13 Status Messages 40 More key 10 Supervisor features 31 Mute key 11 Switchhook 40 System or Switch 40 N Navigation keys 11 39 T Night Service 34 Telephone controls 9 Not Ready 27 Telephone display 15 O U Observe 35 User Interface 41 Off hook 39 y P Volume control 11 Paging tone 39 Volume control bar 11 Place or answer non ACD calls 27 Q Quit Stop k
23. ur system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics e Virtual Office Login and Virtual Office Logout if Virtual Office is configured About the Nortel IP Phone 1120E CH e Test Local Mode and Resume Local Mode if Media Gateway 1000B is Services configured continued Press the Services key to exit from any menu or menu item A Press the Services key twice to access the Sani Local Tools menu and use the navigation Services keys to access the following items ore e 1 Preferences Services e 2 Local Diagnostics e 3 Network Configuration 4 Lock Menu Your system administrator can establish a password for the Local Tools menu If you attempt to access the Local Tools menu and a password prompt dialog box appears contact your system administrator Telephone display Your IP Phone 1120E has three display areas The upper display area provides labels for the four self labeled line programmable feature key labels e The middle display area contains single line information for items such as caller number caller name Call Timer feature prompt string user entered digits date and time information and phone information Because the IP Phone 1120E only has a single line information display area you are prompted to scroll through any additional lines of information For example during an incoming call only the Directory Numbe
24. xtension that is shared by two or more persons Special Prefix code SPRE Special codes entered using the dialpad followed by a two digit access code that enable features for example Call Forward All Calls requires entry of SPRE code 74 Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features for example Remote Call Forward 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 and Ringer is OFF System or Switch Your office communication system Switchhook A button on which the handset presses down disconnecting your call when you replace the handset The handset when lifted Terms you should know releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call User interface Screen displays that interact with the end user as a result of an action or event Visual Alerter Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on Terms you
25. ys to view the remaining text Terms you should know Information line A one line by 24 character area that displays date and time or application information Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your IP Phone 1120E that connects to your voice messaging system when the key is pressed Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen Off hook Any line selected to make a call or receive an incoming call The term off hook is applied when a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Return to Queue on No Answer If a call is not answered by the agent the call is sent back to the ACD queue and the agent s telephone is automatically placed in the Not Ready state Ringback ring tone A sound indicating that a call you have made is ringing at its destination Terms you should know Services key A fixed key used to access options such as Telephone Options Password Admin Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Shared Directory Number A DN e
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