Avaya 1120E User Guide
Contents
1. 3 Observe kami 4 Press the Observe key Choose one of the following Press aselected 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 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 Cathe cable normally has four pairs of copper wire Category 6 Cat6 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 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 Tel2. support avaya com scroll to the bottom of the page and select Contact Avaya Support Contents About the Avaya 1120E IP Deskphone Basic features AA Telephone controls ii Telephone display 000 eee eee eee Agent and Supervisor features Logging in without Agent ID for basig ACD Won ee K ERA KAKANAN NA NN ted Logging in with Agent ID for Basic ACD or Contact Center Manager aa Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login options Using Default Login a LOGGING OUL o cect ae sg sewaan ala Rn kena Agent features coccomcococomcco Answering ACD calls 000 e eee eee eee Using Call Forcing in Using Return to Queue on No Answer Using Activity code nh Using Emergency 2 006 c eee ee Using Not Ready ee eee Placing or answering non ACD calls 24 Using voice mail soft keys cee eee eee Contacting your supervisor Wa Using Record On Demand key anann Using SAVE key 000 cc eee eee eee Supervisor features 000 cece eee eee 36 Using Answer Agent ii 36 Using the Agent key c eee eee 37 Using Answer Emergency ee eeeee 37 Using Call Agent ii 38 U
3. 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 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 2 lists the four states of the LCD indicator Table 2 Agent status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or ona 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 _ 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 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 Dia
4. 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy About the Avaya 1120E IP Deskphone e automatic network configuration e Graphical XAS e hearing aid compatibility e Accessory Expansion Module port to connect the Avaya 1100 Series Expansion Module For information about using the Expansion Module see the Avaya 1100 Series Expansion Module User Guide NN43130 101 Figure 2 shows the Avaya 1120E IP Deskphone Figure 2 Avaya 1120E IP Deskphone Self labeled line programmable feature keys Data message waiting indicator Message waiting indicator Handset High resolution graphical display screen Navigation keys Context sensitive soft keys Speaker Copy key CU J Message Inbox key Services key Shift Outbox key Quit Stop key Directory key Enter key Goodbye key Volume Control Expand key Mute key 7 7 D Headset key Hold key Handsfree key Dialpad 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 Avaya 1120E IP Deskphone In some geographic regions the Avaya 1120E IP Deskphone is offered with key caps that have English text labels In this document text in About the Avaya 1120E IP Deskphone parentheses indicates the labels that appear on the
5. 1 shows the key labels Figure 1 Self labeled line programmable feature keys and context sensitive soft key labels Self labeled line programmable feature keys 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 Avaya 1120E IP Deskphone supports the following features e four self labeled line programmable feature keys with labels and indicators About the Avaya 1120E IP Deskphone e four context sensitive soft keys For information about the context sensitive soft keys see Avaya New in This Release Communication Server Release 5 0 NN43001 115 Note Some Avaya 1120E IP Deskphone phones are not configured to support soft key functionality Consult your system administrator e graphical high resolution LCD display backlit with adjustable contrast e 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 six call processing fixed keys Mute Handsfree Goodbye Expand Headset Hold e gigabit Ethernet ports e built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key e USB port to support a keyboard or mouse Note Powered downstream 1
6. call 2498 D Press your individual DN key Use the dial pad to dial the telephone number Note The LCD remains lit as long as you are on the call To answer a call 2498 up 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 Using voice mail soft keys Note This feature is not available on all telephones Contact your system administrator 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 Agent features 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 p 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 Agent feat
7. conference call with you your supervisor and the other caller To transfer a call to your supervisor during a call in progress Supervisor 1 Press the Supervisor key Superwisor 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Goodbye Agent features 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 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 e 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 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 i
8. 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 should know Index A About the Avaya 1120E IP Desk phone 8 Activity code 27 Agent and MQA login options 21 Agent and Supervisor features 19 Agent features 25 Agent key 37 Agent login 19 Answer ACD calls 25 Answer Agent 36 Answer Emergency 37 B Basic
9. 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 cP 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 are performing To record activities Activity 1 When the Activity LCD indicator is flashing press the Activity key aaa 2 Use the dial pad to enter the Activity aaa Tua code aaa Agent features Activity 3 Press the Activity key Using Emergency If you ar
10. features 8 Cc Call Agent 38 Call party information 42 Contact your supervisor 32 Context sensitive soft keys 11 42 Copy key 14 D Date time display 42 Default login 23 Directory key 15 Directory Number 43 display areas 17 Display Network Diagnostics Utili ties 16 DN 43 E Emergency 28 Enter key 13 Expand key 13 F Feature display 43 Fixed key 43 Flexible Feature Code FFC 43 Force Call 26 G Goodbye key 14 43 H Handsfree Speaker key 12 Headset key 13 Hold key 13 l Indicator status 43 Information display 43 Information line 44 Interflow 38 Interrupted dial tone 44 L Line DN key 11 Login with Agent ID and MQA 21 M Station Control Password SCPW 45 Status Messages 45 Supervisor features 36 Switchhook 45 Message key 44 Message waiting indicator 46 Message Inbox key 15 More key 11 System or Switch 45 N Navigation keys 13 44 T Night Service 39 Telephone controls 10 Not Ready 29 Telephone display 17 O U Observe 40 User Interface 46 Off hook 44 V P Volume control 12 Paging tone 44 Volume control bar 12 Place or answer non ACD calls 29 Q Quit Stop key 14 R Return to Queue on No Answer 44 Ringback ring tone 44 S Self labeled line programmable feature keys 11 Services key 16 45 Shared Directory Numbers 45 Shift Outbox key 14 Special dial tone 45 Special Prefix code SPRE 45
11. software including open source 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
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13. AVAYA Avaya 1120E IP Deskphone Call Center User Guide Avaya Communication Server 1000 Document Status Standard Document Version 07 01 Part Code NN43112 107 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 conte
14. D and MQA login options on page 21 e Using Default Login on page 23 Logging in with an Agent ID and MOA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 22 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 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 EGG dial your Agent ID ACD DN 1 sad ACD DN 2 ACD DN 3 ACD DN 4 ana ACD DN 5 Supervisor ID No Priority For Supervisor ID No Priority dial aaa your Agent ID Supervisor ID HH ACD DN 1 ACD DN 2 aan ACD DN3 ACDDN4 ACD DN 5 No Supervisor ID With Priority For No Supervisor ID With Priority aaa dial your Agent ID ACD DN 1 4 Priority 1 ACD DN 2 Priority 2 aaa 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 ues your Agent ID Supervisor ID Tua ACD DN 1 Prior
15. Message Inbox A fixed key on your Avaya 1120E IP Deskphone 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 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
16. 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 25 e Using Call Forcing on page 26 e Using Return to Queue on No Answer on page 27 e Using Activity code on page 27 e Using Emergency on page 28 e Using Not Ready on page 29 e Placing or answering non ACD calls on page 29 e Contacting your supervisor on page 32 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 LL Press the individual DN line key this or removes you from the queue 2458 lm e Press the Not Ready key this removes om you from the queue but keeps you Hot Reads 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
17. e following procedure applies if you are working in a Basic ACD environment or an Avaya NES Contact Center Manager Agent and Supervisor features environment For more information about Avaya NES Contact Center Manager visit www avaya com To log in as an agent 2268 Oy Or Not Ready mn 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 ST a Press the Headset key and replace the handset in the cradle to receive calls on your headset TA 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 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 I
18. e 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 Emergency Energencs 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 If you don t activate Make Set Busy or Not Ready callers will continue to be directed to your phone To use Not Ready Not Ready 2268 or HotReads lama 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active 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
19. e status of active calls Cat The Shift Outbox key is a fixed key that is Shift Outbox reserved for future feature development About the Avaya 1120E IP Deskphone Msg Inbox Directory 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 Avaya 1120E IP Deskphone CF Services Press the Services key to open the Services menu and use the navigation keys to access the following items 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 Caller ID display order Normal mode indication Password Admin Station Control Password The Password Admin menu is not available on all Avaya 1120E IP Deskphone sets Consult your system administrator e Display Network Diagnostics Utilities Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics About the Avaya 1120E IP Deskphone Services continued CF Services CF Services e Virtual Office Login and Virtual Office Logout
20. ephone 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 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 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 oran 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 Avaya 1120E IP Deskphone 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 keys 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
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22. hows an idle LCD display screen Figure 3 Avaya 1120E IP Deskphone 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 19 e Logging in with Agent ID for Basic ACD or Contact Center Manager on page 19 e Logging in using Multiple Queue Assignments for Basic ACD on page 21 e Logging out on page 24 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 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 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 Note Th
23. if Virtual Office is configured Test Local Mode and Resume Local Mode if Media Gateway 1000B 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 use the navigation keys to access the following items e 1 Preferences e 2 Local Diagnostics e 3 Network Configuration e 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 Avaya 1120E IP Deskphone has three display areas The upper display area provides labels for the four self labeled line programmable feature key labels 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 Avaya 1120E IP Deskphone 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 About the Avaya 1120E IP Deskphone only the Directory Number DN appears if the caller name is greater than 10 characters Press the flashing arrow to display the caller name e The lower display area provides labels for the four context sensitive soft keys Figure 3 s
24. ity 1 ACD DN 2 aan 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 266 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 a 1 Lift the handset 2266 2 Press the In Calls key 3 When Enter Agent ID appears on the screen use the dial pad to enter your ID 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 Uy the following Or Press the In Calls key Mot Ready 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 e To log out completely press the MakeSetB akeSetBuss D MakeSetBusy key or e To log out temporarily press the Hot Read ot Reads MED NotReady key Note If you press the MakeSetBusy key during
25. key caps for example Services Table 1 Telephone controls Fud Lael gt Fud More lem m o 2493 B 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 keys 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 Avaya 1120E IP Deskphone Volume Ea a 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 Your Mute key functionality is enabled or dis abled by your system administrator Contac
26. l the agent s Position ID 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 Interflow 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 HightSuc 1 Press the Night Service key 2 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 To transition to Night Service MightSuc 1 Press the Night Service key 5 2 Press the 8 key 8 T for Transition to a activate Transition mode a 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 Hightsuc 1 Observing 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 kd Th Agenkey man CallAst
27. n the following scenarios e 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 Agent features 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 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 e Using Answer Agent on page 36 e Using the Agent key on page 37 e Using Answer Emergency on page 37 e Using Call Agent on page 38 e Using Interflow on page 38 e Using Night Service on page 39 e Observing a call on page 40 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent 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
28. nts or reliability of any linked websites referenced within this site or documentation provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on its hardware and Software Product s Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website http support avaya com Please note that if you acquired the Product s from an authorized Avaya reseller outside of the United States and Canada the warranty is provided to you by said Avaya reseller and not by Avaya Software means computer programs in object code provided by Avaya or an Avaya Channel Partner whether as stand alone products or pre installed on hardware products and any upgrades updates bug fixes or modified versions thereto Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INST
29. sing Interflow ee 38 Using Night Service ia 39 Observing a call ii 40 Si guste dere teas les AA Sata ete Petter 41 Terms you should know 2 2 42 Revision history March 2013 Standard 07 01 This document is up issued to support Avaya Communication Server 1000 Release 7 6 November 2010 Standard 06 01 This document is up issued to support rebranding updates October 2010 Standard 05 01 This document is up issued to support rebranding updates June 2010 Standard 04 01 This document is up issued to support Avaya Communication Server 1000 Release 7 0 May 2009 Standard 03 01 This document is up issued to support Communication Server 1000 Release 6 0 April 2008 Standard 02 01 This document is up issued to support Communication Server 5 5 for UNIStim 3 0 May 2007 Standard 01 01 This document reflects the new document number January 2006 Standard 1 00 This document is issued for Communication Server 1000 Release 4 5 Revision history About the Avaya 1120E IP Deskphone About the Avaya 1120E IP Deskphone The Avaya 1120E IP Deskphone 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
30. t 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 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 About the Avaya 1120E IP Deskphone Expand Headset Use the Navigation keys to scroll through menus 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 Domn 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 Press the Enter key at the center of the Na
31. to the extent of the authorized 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
32. ures 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 32 To answer a call from your supervisor when on another call on page 32 To place a call to your supervisor on page 33 e To conference in your supervisor during a call in progress on page 33 e To transfer a call to your supervisor during a call in progress on page 33 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 are on the call To answer a call from your supervisor when on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds 1 Press the Hold key to put the current call ma on hold Supervisor 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold Agent features To place a call to your supervisor Surervisor 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 Surervisor 1 Press the Supervisor key to talk privately with your supervisor Supervisor 2 Press the Supervisor key again for a
33. vigation 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 About the Avaya 1120E IP Deskphone Use the Goodbye key to terminate an active call Goodbye When a message is waiting or there is an AVAYA a incoming call the red Message Waiting Incoming Call Indicator 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 1120E IP Deskphone Avaya firmware is being updated the blue Feature Status 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 C Personal Directory from other lists such as copy the Callers List the Redial List and the Corporate Directory Ga Press the Quit Stop key to exit an active Quit menu or dialog Pressing the Quit Stop key does not affect th
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