Avaya 1165E User Guide
Contents
1. Avaya 1165E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 04 02 Part Code NN43101 104 Date March 2013 AVAYA 2013 Avaya Inc All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the cont2. Press the Observe key Choose one of the following Press a selected Agent key Dial the agent s Position ID Choose one of the following Press the Ring Agent key creating a three party call so that you can break in to the call and speak to both the caller and the agent Press the Call Agent key to talk to the agent you are monitoring Proceedto step 4 Press the Observe key to terminate the observation Supervisor features Displaying the queue Use the Display Queue feature to access the status of calls in an ACD queue The information displayed includes the following number of calls waiting in the queue number of agent positions occupied for the queue e the length of time that the oldest call has waited in the queue number of calls that have been overflowed into the queue To display information on your ACD queue DisplayQue __ Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 on page 47 shows the ACD queue status Supervisor features Figure 4 Current status of ACD queue WAITING MAND IWAN 12 0 20 Calls time overflowed into this queue ze 4 Callers Redial Number of Length of time manned first call has waited positions The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue Table 2 li
3. software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additio
4. soo doi sontak sea 39 Using Answer Agent 40 Using the Agent key 41 Using Answer Emergency 41 Using Call Agent Pieds TT TIE TT TD Using Intenlo sena came 43 Using Night SBIVIBE iussa SANG Vaasa ewes Redes PON 43 COSS A CAI en ina Ul den un doe UR ch o 45 Displaying the gueue pap AG Displaying agent status 48 Revision history Revision history March 2013 Standard 04 02 This document is up issued to support Avaya Communication Server 1000 Release 7 6 November 2010 Standard 03 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 June 2010 Standard 02 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 April 2010 Standard 01 02 This document is up issued to support Avaya Communication Server 1000 Release 5 5 and Avaya CS 1000 Release 6 0 with UNIStim 4 1 October 2009 Standard 01 01 This document issued to support the IP Phone 1165E Revision history About the 1165E IP Deskphone About the Avaya 1165E IP Deskphone The Avaya 1165E IP Deskphone builds on the award winning Avaya 1100 Series IP Deskphones industrial design and offers a beautiful high resolution color display which include
5. ACD queue and the your IP Deskphone 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 are performing To record activities Activity 1 When the Activity LCD indicator is flashing press the Activity key aaa 2 Use the dialpad to enter the Activity code Agent features Activity 3 Press the Activity key 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 Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation To use Emergency Emergency 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 2 Press the Emergency key again to Emergency MM 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 IP Deskphone out of the call queue while completing post call work Note If you don t activate Make Set Bus
6. ID Supervisor ID HH ACD DN 1 4 ACD DN 2 aaa ACD DN 3 ACD DN4 ACD DN 5 No Supervisor ID With Priority For No Supervisor ID With Priority dial your Agent ID DN 1 H Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Supervisor ID With Priority For Supervisor ID With Priority dial aaa your Agent ID Supervisor ID H H ACD DN 1 Priority 1 ACD DN2 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 2260 Press the In Calls key 9r Press the NotReady key to enter the NotReady ACD queue Using Default Login If you normally use the same IP Deskphone 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 1 Lift the handset 2260 2 Press the In Calls key mag 3 When Enter Agent ID appears on the Tua screen use the dialpad to enter your ID 4 Choose one of the following f your queue requires a Supervisor ID press the key three times f your queue does not require Supervisor ID press the key two times Ag
7. Note The Interflow LCD flashes while the feature is active Interflow D D 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 NightSvc 1 Press the Night Service key Supervisor features mag 2 Press the 6 key 6 N for Night to go aaa aud into Night Service The Night Service LCD lights continuously All calls in the queue and new calls receive night service To transition to Night Service NightSvc 1 Press the Night Service key 2 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 To deactivate Night Service NightSvc 1 Press the Night Service key aaa 2 Press the 3 key 3 D for Day to resume Day mode 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 Note Use this feature to listen to a conversation between an Agent and a Customer or to create a three party conference with the Supervisor Agent and Customer To observe a call Observe Agentkey or aaa RAG CallAgt Observe TK Lena 4
8. are on the call To answer a call from your supervisor while on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds Agent features Hold Supervisor Press the Hold key to put the current call on hold 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 Supervisor To return to the ACD call 2260 INN Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key Press the In Calls key To conference in your supervisor during a call in progress Supervisor Supervisor Press the Supervisor key to talk privately with your supervisor 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 Supervisor 1 Press the Supervisor key Supervisor 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 If 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
9. call 2 To stop the call recording press the ROD key again 3 Press the SAVE key to save the conversation Supervisor features Supervisor features The following sections describe features available to the supervisor Using Answer Agent on page 40 Using the Agent key on page 41 e Using Answer Emergency on page 41 Using Call Agent on page 42 Using Interflow on page 43 Using Night Service on page 43 e Observing a call on page 45 Displaying the queue on page 46 Displaying agent status on page 48 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent 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 IP Deskphone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady If configured your status is displayed as Not Ready in Contact Center Manager Administration Real Time Display 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 or Observe Agent keys Table 1 lists the four states
10. encryption Contact your system administrator to find out if this feature is available for your use Station Control Password SCPW Your Station Control Password SCPW enables the following security features Electronic Lock to prevent others from making calls from your IP Deskphone password protected IP Deskphone features for example Personal Directory Redial List and Callers List Your system administrator defines your initial SCPW Contact your system administrator for detailed information To change your SCPW P 1 Press the Services key once Services 2 Press the Up Down keys to scroll and 4 fej then highlight Password Admin About the Avaya 1165E IP Deskphone 3 Press Enter H 4 Use the dialpad to enter your password at the prompt 5 Press the Up Down keys to scroll and 4 highlight New Password 6 Press Enter tt 7 Use the dialpad to enter the new password Select 8 Press the Select soft key to accept the new password If you are locked out of your Avaya 1165E IP Deskphone or if you forget your SCPW contact your system administrator Note The default configuration for Password Protection is off To turn Password Protection on or off 1 Press the Directory key Directory About the 1165E IP Deskphone 2 Press the Up Down navigation keys to te scroll and highlight Change Protection Mode 3 Use the dialpad to ent
11. 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 e 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 1 Press the ROD key during an active call Agent features 2 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 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 e 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 e 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 1 Press the ROD key during an active
12. your supervisor 36 Context sensitive soft keys 11 Copy key 15 D Date time display 51 Default login 29 Directory key 16 Directory Number 51 DN 51 E Emergency 34 Encrypted calling 22 Expand key 14 F Feature display 51 Fixed key 51 Flexible Feature Code FFC 51 Flexible Feature Codes 20 G Goodbye key 14 52 H Headset key 14 Hold key 14 Indicator status 52 Information display 52 Interflow 43 Interrupted dial tone 52 L Line DN key 12 Local Area Network 8 Login with Agent ID and MQA 27 M Message Inbox key 16 Message key 52 Message waiting indicator 54 More key 12 Mute key 13 N Navigation keys 13 52 Night Service 43 Not Ready 35 O Observe 45 Off hook 52 P Paging tone 52 Place or answer non ACD calls 35 Q Quit Stop key 15 R Ringback ring tone 53 S Security features 22 Self labeled line programmable feature keys 12 Services key 16 53 Shared Directory Numbers 53 Shift Outbox key 15 Speaker key 13 Special dial tone 53 Special Prefix code SPRE 53 Station Control Password SCPW 22 53 Status Messages 53 Supervisor features 40 Switchhook 54 System or Switch 54 T Telephone controls 17 Telephone display 17 U User Interface 54 V Volume control 12 Volume control bar 12
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14. About the Avaya 1165E IP Deskphone Telephone controls Figure 1 on page 11 shows the Avaya 1165E IP Deskphone Figure 1 Avaya 1165E IP Deskphone Self labeled line programmable feature keys Feature Status Lamp pesage waiting Handset High resolution graphical display screen Speaker Navigation and Enter keys Context sensitive soft keys Copy key Message Inbox key Services key E Shift Outbox key Quit Stop key M Directory key Goodbye key Volume Control Expand key Mute key 7 go Tw Headset key Hold key Handsfree key Dialpad If supported by your server the Feature Status Lamp provides a user defined alert Contact your system administrator to find out if this feature is available for you This section describes the controls on your Avaya 1165E IP Deskphone Context sensitive soft keys are located below the display area The LCD label above each key changes based on the active feature These keys are referred to as Soft keys throughout this document gt Fud When a triangle appears before a soft key ez label the feature is active About the 1165E IP Deskphone 2 D 40 Volume la Volume Press the More keyto access the next layer of soft keys self labeled 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 These keys ar
15. ains information for items such as caller number caller name Call Timer feature prompt strings user entered digits date and time information and IP Deskphone information lower display area provides labels for the four soft keys Following figure shows the Avaya 1165E IP Deskphone display area including the line feature keys and soft keys Figure 2 Avaya 1165E IP Deskphone display area Dexter R Jin Xue Henry B 55339 Reshmi 55338 CS 1000 Nov23 9 44 am New callers 8 Trans Conf It Self labeled line programmable feature key labels appear beside the line keys and context sensitive soft key labels appear directly above the soft keys Self labeled means that the label next to the line feature key is presented from the call server automatically if a feature is programmed and can also be edited and changed by the user Context sensitive means that the labels that appear above the soft keys present the features that are available to the user at that time The soft key labels change depending on the active feature or the state of the call Self labeled line programmable feature keys are referred to as line feature keys and context sensitive soft keys are referred to as soft keys throughout this document shows an idle LCD screen Figure 3 Avaya 1165E IP Deskphone LCD display screen Dexter R Jin Xue Henry B 55339 Reshmi 55338 CS 1000 Nov23 9 44 am Avaya N
16. ator LED at the top right of the IP Deskphone 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 When your Avaya 1165E IP Deskphone AVAyA firmware is being updated the blue Feature Status Lamp indicator flashes Note To find out if additional features are supported for this lamp contact your System administrator Press the Copy key to copy entries to your Personal Directory from other lists such as Copy the Caller List Redial List and Corporate Directory Press the Quit Stop key to exit an active Quit menu or dialog Pressing the Quit Stop key does not affect the status of active calls Press the Shift Outbox key to toggle Shift Outbox between two feature key pages and to access an additional six lines features Note This function is not available on all phones consult your system administrator About the 1165E IP Deskphone Msg Inbox Directory CD Services Press the Message Inbox key to access your voice mailbox Press the Directory key to access directory Note This function is not available on all phones consult your system administrator services Press the Services key and use the navigation keys to access the following items Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnosti
17. cs Local Dialpad Tone Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feature Key Label Name Display Format LiveDial Pad About the Avaya 1165E IP Deskphone LS Services Services Navigation keys Telephone display Password Admin Station Control Password The Password Admin menu is not available on all Avaya 1165E IP Deskphone sets Consult your system administrator Virtual Office Login and Virtual Office Logout if Virtual Office is configured Press the Services key to exit from any menu or menu item Press the Services key twice to access the Local Tools menu and then use the Left Right navigation keys to access the following items Preferences Diagnostics e Configuration e Locks If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password contact your system administrator Your system administrator can establish a password for the Local Tools menu The Avaya 1165E IP Deskphone has a 4 1 inch diagonal measured color QVGA TFT display capable of displaying a QVGA 320 x 240 H x W image The graphics controller supports 24 bit color 16 million colors The Avaya 1165E IP Deskphone has three display areas upper display area provides labels for the eight line feature key labels About the 1165E IP Deskphone e middle display area cont
18. dministrator to determine if this feature is available on your telephone When this feature is enabled then when you access your voice mail either by pressing the Messages Inbox key or by dialing your voice mail access number voice mail soft keys are displayed that let you perform various actions for your messages About the Avaya 1165E IP Deskphone The following soft keys are displayed Play Delete Call More Stop Conf Reply More Comp Forwrd Bye More Play the voice mail message Delete the voice mail message Call Call the telephone number that left the voice mail message Display the next layer of soft keys Stop playing the voice mail message Conf Conference in another party to listen to the voice 4 mail message Reply Reply to the voice mail message Display the next layer of soft keys Compose a voice mail message Forwrd Forward the voice mail message to another telephone number Disconnect from the voice mail system More Cycle back to the first layer of soft keys About the 1165E IP Deskphone Security features The following security features are available on your Avaya 1165E IP Deskphone Encrypted calling Station Control Password SCPW Encrypted calling Your Avaya 1165E IP Deskphone supports secure communication using SRTP media encryption If the feature is enabled a security icon fa appears on the screen when your call is secured using SRTP media
19. e referred to as Line feature keys throughout the remainder of this guide A steady LCD icon beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed A steady LCD icon beside a feature key indicates that the feature is active A flashing LCD icon indicates that the feature is being programmed 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 About the Avaya 1165E IP Deskphone Handsfree to 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 Press the Handsfree key
20. ent and supervisor features 5 Tojoin the ACD gueue choose one of he following 2260 the following Press the In Calls key NotReady Press the NotReady key Logging out You can log out of the system completely or temporarily Not Ready state To log out Choose one of the following To log out completely press the MakeSetBus x L MakeSetBusy key To log out temporarily press the NotReady NotReady key Note If you press the MakeSetBusy key while on 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 31 e Using Call Forcing on page 32 Using Return to Queue on No Answer on page 33 e Using Activity code on page 33 Using Emergency on page 34 Using Not Ready page 35 Placing or answering non ACD calls on page 35 e Contacting your supervisor on page 36 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 2260 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 followin
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22. er your password if Password Protection is enabled Enter 4 Press the Enter soft key 5 Press the Up Down navigation keys to 4 scroll and highlight one of the following Enable Password Protection Disable Password Protection 6 Choose one of the following soft keys Yes to accept the selection Yes No x lema No to return to the Directory menu Done 7 Press the Done soft key Agent and supervisor features Agent and supervisor features This section describes 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 Logging in without Agent ID for basic on page 25 Logging in with Agent ID for Basic ACD or Contact Center Manager on page 25 Logging in using Multiple Queue Assignments for Basic ACD on page 27 Logging out on page 30 CAUTION When logged on you are placed into the queue for incoming calls If you are unavailable or away from your phone activate Make Set Busy or Not Ready to prevent callers from being directed to your phone 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 MakeSetBsy 8 Press the Make S
23. et 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 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 Agent and supervisor features 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 an Avaya NES Contact Center Manager environment For more information about Avaya NES Contact Center Manager visit www avaya com To log in as an agent C a 1 Lift the handset 2260 LLL 2 Press the In Calls key aoe 3 If Enter Agent ID appears on the aud screen use the dialpad to enter your ID p 4 Press the key The phone goes into a Not Ready state 5 To join the ACD queue choose one of he following 2260 a the following or Press the In Calls key NotReady 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 a Press the Headset key and replace the handset in the cradle to receive Headset calls on your headset m m b Pressthe Services key Change the On hook default path to Headset Services Enabled Note If HOML is configured to Yes re
24. ew callers 8 Trans L Conf The Avaya 1165E IP Deskphone has a USB port for connecting a USB keyboard USB mouse USB headset and USB flash drive The Avaya 1165E IP Deskphone supports powered downstream 1 1 compliant USB hubs including USB 2 0 hubs if they offer USB 1 1 backwards compliancy There are two levels of power for the USB port When you power the Avaya 1165E IP Deskphone through Ethernet POE the Avaya 1165E IP Deskphone provides up to 100 mA at 5 volts for the USB port When you power the Avaya 1165E IP Deskphone through local AC power the Avaya 1165E IP Deskphone provides up to 500 mA at 5 volts on the USB port Note Current limiting can obstruct the working of complex devices such as USB keyboards with built in hubs If a hub is involved use external power About the Avaya 1165E IP Deskphone You can plug a USB flash drive into the USB Port of the Avaya 1165E IP Deskphone or on a powered hub connected to the IP Deskphone and transfer files to and from the IP Deskphone Call features and Flexible Feature Codes Some features are not available on all IP Deskphones Call features and Flexible Feature Codes FFC must be assigned to your Avaya 1165E IP Deskphone and supported by system software Contact your system administrator to configure these features and codes on your Avaya 1165E IP Deskphone Using voice mail soft keys Note This feature is not available on all telephones Contact your system a
25. g Press the Goodbye key Goodbye Press the In Calls key AN Press the individual DN line key this 2260 removes you from the queue EE Press the Not Ready key this 2498 removes you from the queue but or keeps you logged in as an agent Not Ready 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 m m 3 Press the Services key Configure the Servi On hook default path to Headset Services Enabled Using Return to Queue on No Answer If a call is not answered the call is sent back to the
26. ice 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 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 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 Terms you should know 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 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 extension 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 feat
27. ized activation or authorized usage level Solely for the purpose specified in the Documentation and solely as embedded in for execution on or in the event the applicable Documentation permits installation on non Avaya equipment for communication with Avaya equipment Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation Software or hardware provided by Avaya All content on this site the documentation and the Product provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software unless expressly authorized by Avaya Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third party components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software including open source
28. keys with indicators using the Shift feature About the 1165E IP Deskphone four soft keys to provide easy access to features and call control high resolution color display high quality handsfree speakerphone e wideband audio support for handset headset speaker and handsfree microphone e volume control keys for adjusting ringer handsfree handset and headset volume Seven specialized feature keys Quit Directory Message Inbox Shift Outbox Services Expand five call handling keys Mute Handsfree Goodbye Headset Hold e two Gigabit Ethernet ports for LAN and PC connections integrated headset support for wired and wireless options including USB and Bluetooth Wireless Technology 802 3af Class 2 PoE or local AC power options e Hearing aid compatibility USB port for connecting USB mouse USB keyboard USB headset USB flash drive and powered hubs USB access control USB lock that controls how the USB port on the Avaya 1165E IP Deskphone can be used About the 1165E IP Deskphone e support for Graphical External Application Server GXAS protocol that enables External Application Server APIs to provide feature functionality e support for Avaya 1100 Series Expansion Module to add keys For information about using the Expansion Module see the Avaya 1100 Series Expansion Module User Guide NN43130 101
29. n your organization AutoDial A telephone number programmed on the AutoDial key for one touch dialing Avaya Communication Server 1000 Your office communication system 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 Cat5e 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 Terms you should know Contact Center Manager Avaya NES Contact Center Manager offers a scalable solution for dynamic contact center environments providing skill based routing call treatment flexibility real time displays multimedia routing comprehensive management and reporting tools and a rich scripting language For more information visit www avaya com Context sensitive soft keys A group of keys programmed by your system administrator These four ke
30. nal support telephone numbers see the Avaya Support website http support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks The trademarks logos and service marks Marks displayed in this site the Documentation and Product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the Documentation and Product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners and Linux is a registered trademark of Linus Torvalds Downloading documents For the most current versions of documentation see the Avaya Support website http support avaya com Contact Avaya Support See the Avaya Support website http support avaya com for product notices and articles or to report a problem with your Avaya product For a list of support telephone numbers and contact addresses go to the Avaya Support website http support avaya com scroll to the bottom of
31. of the LCD indicator Table 1 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 Note If Contact Center Manager Administration is in use and if multiple Agents have pressed Emergency the connected PC displays a list of Agents who have pressed Emergency Supervisor features To use Answer Emergency Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your IP Deskphone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an Agent To use Call Agent CallAgt 1 Press the Call Agent key 2 Choose one of the following AgentKey Had Dial the agent s Position ID Press a selected Agent key Supervisor features 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 Pressthe Interflow key
32. place the handset to log out of the queue Logging in using Multiple Queue Assignments for Basic ACD If your configuration uses Multiple Queue Assignment use the following procedure 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 Logging in with an Agent ID and MQA login options on page 27 Using Default Login on page 29 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 28 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 reguire the following entries in seguential order 1 a four digit Agent ID 2 a Supervisor ID if your gueue reguires one 3 up to five ACD DNs and Priority values if Priority values are being used terminated by To log in 2260 1 Press the In Calls key 2 Choose one of the following four login options No Supervisor ID No Priority For No Supervisor ID No Priority H dial your Agent ID ACD DN 1 aaa ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 t Supervisor ID No Priority For Supervisor ID No Priority dial aaa your Agent
33. s new graphical user interface elements that vastly improve the quality of the user experience The Avaya 1165E IP Deskphone provides easy access to multiple lines and call processing features It supports converged voice and data applications through External Application Server APIs to provide productivity enhancing applications and to enrich user experience with advanced multimedia interaction see Note 1 Users can fully experience the display capabilities by personalizing the background image of the Avaya 1165E IP Deskphone display and loading digital pictures into the IP Deskphone to view a Digital Picture Slideshow when the IP Deskphone is idle The audio experience is enhanced through engineered audio tuning and supports wideband see Note 2 with a newly stylized handset that has been softly contoured for additional comfort when using the handset Note 1 This feature requires an External Application Server Note 2 Wideband has dependencies on Avaya Communication Platform support including Avaya Communication Server 1000 and is minimum release dependent Your Avaya 1165E IP Deskphone brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection For more information about the Avaya 1165E IP Deskphone see the Avaya 1165E IP Deskphone User Guide NN43101 102 Basic features Your Avaya 1165E IP Deskphone supports the following features upto sixteen line feature
34. sts the four states for this LCD indicator Table 2 States of LCD indicator Part 1 of 2 Indicator Queue status Description Off Light There are few or no calls waiting On Normal An acceptable number of calls are waiting Slow flashing Busy Calls are backing up in the gueue Calls overflowing to this gueue will not be accepted Supervisor features Table 2 States of LCD indicator Part 2 of 2 Indicator Queue status Description Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue 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 IP Deskphone To display agent status DisplayAgt Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 on page 49 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 Supervisor features Figure 5 Current status of agents s ACD WAIT DH Positions busy Vacant agent on ACD calls positions Forward Redial Positions waiting Positions busy on for ACD calls non ACD calls Terms you should know Terms you should know Attendant A telephone operator i
35. the page and select Contact Avaya Support Contents Basie Loves bana ha BUS XU RENS E ARP ERE AA 8 Telephone CONMIGO ua d dock ERR CAR a QUE ded NOR car 11 Telephone display m t TT USB SUPPO teased beeen sean ded 19 Call features and Flexible Feature Codes 20 Using voice mail soft keys 20 Security features aie T TO PE Encrypted Calling abah T CREER RAS 22 Station Control Password SCPW 22 Logging in without Agent ID for basic ACD dodge ee Logging in with Agent ID for Basic ACD or Contact Center Manager 25 Logging in using Multiple Queue Assignments for Basic 27 Logging in with an Agent ID MQA login options 27 Using Default Login x2 soam vee en amos 29 ad Re Abah CUR dee dodo RR 30 Answering ACD calls 31 Using Call Forcing pg TNT TOES T be uuo OE Using Return to Queue on No Answer 33 Using gt on ab Add EAR A 33 Using EMON eka dA i ich A cg 34 Using Not Ready TERET TU T TTE Placing or answering non ACD calls 35 Contacting your 36 Using Record On Demand 38 Using SAVE
36. to make or answer a call using the two way speakerphone The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen Use Up and Down to scroll up and down in lists About the 1165E IP Deskphone Expand p i I E o 1 Headset Headset Headset Goodbye Use 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 key to return to the caller on hold Use the Expand key to access applications managed through an external server Note This feature requires an External Application Server 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 Headset key lights to indicate that the headset is in use Press the Headset key twice to open the Bluetooth Setup menu If Bluetooth wireless technology is not enabled on your phone this menu is not available Use the Goodbye key to terminate an active call About the Avaya 1165E IP Deskphone When a message is waiting or there is an AVAYA 3 incoming call the red Message Waiting Incoming Call Indic
37. ures 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 Terms you should know 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 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 message is waiting or when the ringer is on Terms you should know Index A About the Avaya 1165E IP Desk phone 8 Activity code 33 Agent and MQA login options 27 Agent and Supervisor features 25 Agent features 31 Agent key 41 Agent login 25 Answer ACD calls 31 Answer Agent 40 Answer Emergency 41 Attendant 50 AutoDial 50 Basic features 8 C Call Agent 42 Call features 20 Contact
38. y or Not Ready callers will continue to be directed to your phone To use Not Ready NotReady NotReady Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active To return to the queue choose one of the following Press the In Calls key 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 Press your individual DN key Use the dialpad to dial the phone number Note The LCD remains lit as long as you are on the call Agent features To answer call When the LCD next to your individual 2498 DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Contacting your supervisor e Use the Supervisor feature to talk to your supervisor in the following ways To answer a call from your supervisor on page 36 To answer call from your supervisor while on another call on page 36 To place a call to your supervisor on page 37 e To conference in your supervisor during a call in progress on page 37 e transfer a call to your supervisor during a call in progress on page 38 To answer a call from your supervisor Supervisor When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you
39. ys 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 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 It 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 FFCs Specialized codes entered using the dialpad that enable features for example Ring Again Terms you should know 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 If the text message exceeds the display area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text 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 Avaya 1165E IP Deskphone that connects to your vo
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