Avaya Communication Server 1000 IP Phone 2002 Call Center User Guide
Contents
1. Agent features To terminate the call Choose one of the following yr e Press the Goodbye key Goodbye e Press the InCalls key 2268 Gey e Press the individual DN line key This 498 FG removes you from the queue e Press the NotReady key this removes HoLFead Gey you from the queue but keeps you logged in as an agent position or wait for the caller to terminate the call Using Force Call 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 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 Log in 2 Replace the handset ga Agent features 3 Press the Services key Set the On hook default path to Services Headset Enabled Using Activity code Use Activity code to record the types of activities you are performing To record activities Ma 1 When the Activity LCD indicator is feline ae flashing press the Activity key Ba 2 Use the dial pad to enter the Activity GaGa TT code TC 3 Press the Activity key Activites Gama If performing multiple tasks repeat these steps Note lf configured2. 20 aaea 34 About the Phone 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 Programmable jo NORTEL Ba line DN feature keys self labeled ee eee Soft wee RES Basic features The IP Phone 2002 supports the following features e four programmable line DN feature keys self labeled e 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 About the Phone Note Not all IP Phone 2002 sets are configured to support soft key functionality Consult your system administrator multi field LCD 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
3. 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 Enae aan Gey 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 Enersercg 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 feature to take your telephone out of the call queue while completing post call work Hot Ready Gey 1 Press the NotReady key to temporarily logout of the system Note The NotReady LCD remains lit as long as the feature is active Agent features 2 To return to the queue choose one of the following 2264 Gey Press the InCalls key Hot Ready 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 2498 Gey 1 Press your individual DN key e 2 Use the dial pad to dial the telephone aaa number aug Note The LCD remains lit as long as you are on the call To answer a call s498 E When the LCD next to your individual DN key flashes press the DN key Note The LCD remai
4. a AN Ga 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 Spero ec Gey 1 Press the Supervisor key Agent features Eara ucar Gay 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Goodbye Using Record On Demand key J Using Record On Demand key f this feature is enabled you can use the Record on Demand ROD feature key to record your telephone conversation Press the ROD key to start or stop the call recording This key is associated with the active user ID and is displayed only if a call is active The ROD key blinks while it is connecting to the call recording application and is lit when the call is recording The ROD key is displayed in the following scenarios Normal operation Press the ROD key during an active call to record the call Call Recording CR application in ROD Mode Press the ROD key during an active call to record the call Bulk Recording For an active call or unregistered DN Position ID call recording is initiated even though the ROD key is not pressed Press the ROD key during an active call To stop the call recording press the ROD key again Using SAVE key Use the SAVE feature key to save the recording of an active call This key is associated with the active user
5. ID press the key three times If your queue does not require a Supervisor ID press the key two times To join the ACD queue choose one of the following Press the InCalls key Press the NotReady key Agent and Supervisor features Logging out an Agent You can log out of the system completely or temporarily NotReady state To log out Choose one of the following e To log out completely press the NabeS RLETI Gam MakeSetBusy key e To log out temporarily press the Not Ready Gey NotReady key Note f 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 22 e Using Force Call on page 23 e Using Activity code on page 24 e Using Emergency on page 25 e Using Not Ready on page 25 e Placing or answering non ACD calls on page 26 e Contacting your supervisor on page 27 e Using Record On Demand key 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 the call When the LCD next to the InCalls key flashes press the InCalls key 2768 Gey Note The LCD remains lit as long as you are on the call
6. 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 Figure 2 illustrates the IP Phone 2002 Figure 2 IP Phone 2002 Programmable line DN feature keys self labeled Message waiting indicator Incoming call indicator Multi field LCD display screen Handset Navigation keys Speaker Message inbox key Soft keys self labeled i Outbox Shift key Dialpad 2 gt z Directory key Handsfree LED 9 n i Sm mes ET C E dtoPCk Handsfree key _ j l aiid pi Ha Quit key Services key Ng Goodbye key Volume control bar Hold key Mute LED Headset Key Mute Key Headset LED 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 OO a i 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 Saga 6 The InCalls key is the primary DN key About the Phone CallWait Gey 2403 Mm MD Calluait A WD n i Goodbye Hold Message Progra
7. The LCD label above the key changes based on the active feature Note When a triangle appears before a key label the feature is active Press the More key to access the next layer of Soft keys About the Phone When a message is waiting or there is an ag incoming call the red Message NORTEL Waiting Incoming Call Indicator LED at the top right of the IP Phone flashes The flash cadence for each alert is different Note You may also hear an audio Message Waiting Indicator stutter or beeping dial tone when you go off hook Press the Quit key to end an active application Pressing the Quit key does not affect the status of calls currently on your telephone The Expand to PC key is a fixed key reserved for future development The Outbox Shift key is a fixed key that is reserved for future development Telephone display The IP Phone 2002 has three display areas The upper display area provides labels for the four user defined feature keys The middle display area contains single line information for items such as caller number caller name feature prompt string user entered digits date and time information and telephone information Because the IP Phone 2002 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 Number DN appears if the caller name is greater than 10 ch
8. agent in a call Dbserve Gey Asentk es Gey callat Observe 1 3 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 Accessories Accessories Nortel 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 to your IP Phone 2002 You can connect up to two KEMs to your IP Phone 2002 providing a total of 48 additional keys Figure 4 The IP Phone KEM For more information about the KEM consult the P 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 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 extension number Expand to PC A fixed key on your t
9. ID and is operational only if a call is active The SAVE key is displayed in the following scenarios Normal operations If the SAVE key is pressed during an active call the call is saved CR application in Bulk Record Save everything mode Recorded conversation is saved at the end of the call If the SAVE key is pressed then the call is not saved Using Record On Demand key CR application in Bulk Record Delete everything mode Recorded conversation is deleted at the end of the call If the SAVE key is pressed then the call is saved The SAVE key lamp status depends on the status of the call recording If the call is to be saved then the lamp is lit Press the ROD key during an active call To stop the call recording press the ROD key again Press the SAVE key to save the conversation Supervisor features Supervisor features The following sections describe features available to the Supervisor e Using Answer Agent on page 32 e Using the Agent key on page 33 e Using Answer Emergency on page 33 e Using Call Agent on page 34 e Using Interflow on page 34 e Using Night Service on page 35 e Observing a call on page 36 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation AnsHaent Gey 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the ind
10. NORTEL Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide ooocoocOooOMINAn relelelolo yey GEESE oTo TEED T 00101000 Je lt en ei i TERIS iite aie ING aa ka Nad a Na 1010101001016462 64b3 391010 ile 10107 o NG 010000000000 J0 ol QO0OOOOOOAIY HAHHA 000010101010 000005 Revision history Revision history June 2010 Standard 03 01 This document is up issued to support Communication Server 1000 Release 7 0 May 2009 Standard 02 01 This document is up issued to support Communication Server 1000 Release 6 0 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 2002 Call Center User Guide NN10300 049 This document includes updated content based on CR 01478322 See Telephone display p 14 Graphics are also updated 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 Revision history October 2003
11. 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 Contents About the Phone 0000c cence eee AA AG 7 Basic features Un a a aa a oem Db x 7 Telephone controls 1 0 0 0 ce eee 9 Telephone display 0 0 cece eee eee 14 Agent and Supervisor features 16 Logging in an Agent see secs a wre gio Aone a a Ca 16 Logging in with Agent ID and Multiple Queue Assignments 17 Using Agent ID and MQA login options 18 Using Default Login 0 0 0 0 cc eee 20 Logging out an Agent 0 eee 21 AGCNVIGAIUICS s2cchenetecer de NG tanisa dew aw tice ee ka 22 Answering ACD calls 0 0 0 0 eee 22 Using Force Call 0 0 ce ene 23 Using Activity code t 2n o6ddcewnd MAKA oe Sed es 24 Using Emergency e eee eee eee 25 Using Not Ready 0 00 eee 25 Placing or answering non ACD calls 26 Contacting your supetvisor aaa 27 Using Record On Demand key 00000008 30 Using SAVE key 2a pna aanak da Un LGE A PAL KA ure 30 Supervisor features eee 32 Using Answer Agent 000 eee eee eee 32 Using the Agent key 0 33 Using Answer Emergency 0c eee nee 33 Using Call Agent
12. an action or event Volume control bar A rocker bar you press to increase or decrease the volume of the ringer handset headset speaker and the Handsfree feature Terms you should know Index A About the IP Phone 2002 7 Activity code 24 Agent and Supervisor features 16 Agent features 22 Agent key 33 Agent logout 21 Answer ACD calls 22 Answer Agent 32 Answer Emergency 33 Attendant 39 AutoDial 39 B Basic features 7 C Call Agent 34 Communication Server 1000 39 Contact your supervisor 27 D Date Time display 39 Default login 20 Directory key 12 39 Directory number 39 E Emergency 25 Expand to PC key 14 39 F Fastbusy signal 39 Feature display 40 Fixed key 40 Force Call 23 G Goodbye key 10 40 H Handsfree 40 Headset key 12 40 Hold key 10 40 InCalls key 9 Indicator status 41 Information display 40 Information line 40 Interflow 34 Interrupted dial tone 40 IP Phone Key Expansion Module KEM 41 L Line DN key 10 Login with Agent ID and MQA 17 M Meridian 1 41 43 Message Inbox 10 41 Message waiting indicator 41 Index More key 13 41 System or Switch 43 Mute key 41 T N Telephone controls 9 Navigation keys 10 41 Telephone display 14 Night Service 35 Not Ready 25 U User interface 43 O Observe 36 V Off hook 41 Volume control bar 9 43 Outbox Shift key 14 42 P Paging tone 42 Place or answer non ACD calls 26 Primary Directory N
13. and Handset On Hook Means Log out HOML is set to No by your administrator then do the following Eo a Press the Headset key and replace D the handset in the cradle to receive calls on your headset b Press the Services key Change the 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 Using Agent ID and MQA login options on page 18 e Using Default Login on page 20 Agent and Supervisor features Using 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 19 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logon IDs where agents 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 1 Press the InCalls key 2 Choose on
14. aracters Press the DN key with the flashing arrow for the caller name to appear About the Phone e The lower display area provides soft key label information Figure 3 IP Phone 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 NORTEL Dane goer 3 gani Baki pug Agent and Supervisor features Agent and Supervisor features This section describes the login features that are common to the Call Center Agent and Supervisor which are e Logging in an Agent on page 16 e Logging in with Agent ID and Multiple Queue Assignments on page 17 e Logging out an Agent on page 21 Logging in an 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 Ca d 1 Lift the handset 2 Press the InCalls key 226 i 3 If Enter Agent ID appears on the aaa screen use the dial pad to enter your ID 4 Press the key The phone goes into a Not Ready state Agent and Supervisor features 5 To join the ACD queue choose one of the following z256 ED Hot Read Gam Press the InCalls key Press the NotReady key 6 If you use a headset
15. e of the following Press a selected Agent key Dial the agent s Position ID 3 Press the Goodbye key to end the call Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold InterF low Gd 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Supervisor features InterF low Gey 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 HishtSuc ey 1 Press the Night Service key EGG 2 Press the 6 key 6 N for Night to go FEE i aa into Night Service aaa The Night Service LCD lights continuously All calls in the queue and new calls receive Night Service To transition to Night Service HishtSuc in 1 Press the Night Service key aaa 2 Press the 8 key 8 T for Transition to T dt aaa activate Transition mode aaa 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 Nisht Suc Gey Observing a call 1 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
16. e of the following four login options san For No Supervisor ID No Priority TI dial your Agent ID ACD DN 1 ae ACD DN 2 ACD DN3 ACD DN 4 ACD DN 5 For Supervisor ID No Priority dial GaGa your Agent ID Supervisor ID maha ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 IE For No Supervisor ID With Priority rio dial your Agent ID ACD DN 1 aga Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 ET For Supervisor ID With Priority dial j your Agent ID Supervisor ID EC 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 3 Choose one of the following Press the InCalls key 220 ED Hot Read Gey Press the NotReady key to enter the ACD queue Agent and Supervisor features 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 and with the same Supervisor 2768 Gey GaGa GaGa Goa z256 ED Hot Read Gam Lift the handset Press the InCalls key When Enter Agent ID appears on the screen use the dial pad to enter your ID Choose one of the following f your queue requires a Supervisor
17. elephone reserved for future feature devel opment An audible non working tone is generated along with a display message Service not available if this key is pressed Fastbusy A signal given when all outgoing lines are busy Terms you should know 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 2002 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 Interrupted dial tone A broken or pulsed dial tone heard when you access some features on your telephone Terms you should know Nortel IP Phone Key Expansion Module KEM An optional hardware module which provides additional line appearances and feature keys to you
18. ice Logout if Virtual Office is configured e Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Note 1 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 2002 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 Directory key to access directory services About the Phone Pd gt Fug More Your Mute key functionality is enabled or disabled by your system administrator Contact your system administrator to determine if your Mute key is enabled If your Mute key is enabled press the Mute key to listen to the receiving party without transmitting your voice Press the Mute key again to return to two way conversation If your Mute key is not enabled pressing the Mute key places the call on hold Press the Mute key again to restore the active call or press the line key to restore the active call You cannot retrieve this call from hold by pressing the Hold key The Mute key applies to handsfree handset and headset microphones The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Soft keys are located below the display area
19. ividual 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 LM 2 Press the Goodbye key to end the call Goodbye 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 1 lists the four states of the LCD indicator Table 1 Agent 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 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 HnsEmers 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 Supervisor features Goodbye Using Call Agent 2 Press the Goodbye key to end the call Use the Call Agent feature to contact an agent Cal lAst Gaga AsenLk ey Gam Goodbye Using Interflow 1 2 Press the Call Agent key Choose on
20. mmable 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 screen About the Phone Services Press the Services key and use the navigation keys to access the following Items 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 Caller ID display order Normal mode indication Password Admin Station Control Password Display Network Diagnostics Utilities Note Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics About the Phone Directory e Virtual Office Login and Virtual Off
21. ns lit as long as you are on the call 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 when on another call on page 27 e To place a call to your supervisor on page 28 e To conference 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 Sheer Sor Gey 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 SPER Scr Gey The LCD next to the Supervisor key flashes and a buzzer sounds 073 1 Press the Hold key to put the current call on hold Hold Agent features ipapa 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 Spenco Gey Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call Press the InCalls key 2260 y To conference in your supervisor during a call in progress Seen oar GD 1 Press the Supervisor key to talk privately with your supervisor
22. r IP Phone Up to two KEMs can be attached to your IP Phone 2002 providing a total of 48 keys Message Inbox A fixed key on your telephone which connects to your voice messaging 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 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 Terms you should know Outbox Shift key A fixed key reserved for future feature development Primary Directory Number The main extension number on your telephone Programmable line DN feature keys self labeled The four keys located at the sides of the upper area of the dis play Quit key A fixed key on your telephone that is used to exit applications Ringback ring tone A sound indica
23. ting 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 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 Terms you should know 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 Wait ing 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 Interface Screen displays that interact with the end user as a result of
24. umber 42 Programmable line DN feature keys self labeled 10 42 Q Quit key 14 42 R Ringback ring tone 42 S Services key 11 42 Soft keys self labeled 13 42 Speaker key 12 42 Special dial tone 43 Status messages 43 Supervisor features 30 Switchhook 43 Nortel Communication Server 1000 IP Phone 2002 Call Center User Guide Copyright 2002 2010 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 NN43116 102 Document Release Standard 03 01 Date June 2010 To provide feedback or report a problem in this document go to www nortel com documentfeedback www nortel com NORTEL
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