Nortel NN43112-102 Manuel utilisateur
Nortel Communication Server 1000
IP Phone 1120E
Call Center User Guide
Title page
Revision history
3
Revision history
May 2007
Standard 01.01. This document is up-issued to support
CS 1000 Release 5.0. This document reflects the new document
number.
January 2006
Standard 1.00. This document is issued for Nortel
Communication Server 1000 Release 4.5.
Revision history
4
Contents
5
Contents
About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 17
Logging in without Agent ID (for
basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Logging in with Agent ID (for Basic ACD
or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Logging in using Multiple
Queue Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . 19
Logging in with an Agent ID and MQA login options . . . . 19
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 25
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 27
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Contents
6
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
About the Nortel IP Phone 1120E
7
About the Nortel IP Phone 1120E
The Nortel IP Phone 1120E brings voice and data to the desktop by
connecting directly to a Local Area Network (LAN) through an Ethernet
connection.
Note: In this guide, self-labeled line/programmable feature key labels
appear beside the keys, and context-sensitive soft key labels appear
directly above the keys. Figure 1 shows the key labels.
Figure 1: Self-labeled line/programmable feature keys and
context-sensitive soft key labels
Note: Some features are not available on all telephones. Consult
your system administrator to verify the features that are available on
your telephone.
Basic features
Your IP Phone 1120E supports the following features:
• four self-labeled line/programmable feature keys with labels and
indicators
• four context-sensitive soft keys
For information about the context-sensitive soft keys, see New in This
Release Communication Server Release 5.0 (NN43001-115).
About the Nortel IP Phone 1120E
8
Note: Some IP Phone 1120E phones are not configured to support
soft key functionality. Consult your system administrator.
• graphical, high-resolution LCD display, backlit, with adjustable
contrast
• high-quality speaker phone
• volume control keys for adjusting ringer, speaker, handset, and
headset volume
• six specialized feature keys:
—Quit
— Directory
— Message/Inbox
— Shift/Outbox
— Services
—Copy
• six call-processing fixed keys:
—Mute
— Handsfree
— Goodbye
— Expand
— Headset
—Hold
• gigabit Ethernet ports
• built-in gigabit Ethernet switch for shared PC access
• headset jack with an On/Off key
• USB port to support a keyboard or mouse
Note: Powered downstream 1.1-compliant USB hubs are supported,
including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.
• automatic network configuration
• Graphical XAS
• hearing aid compatibility
About the Nortel IP Phone 1120E
9
• Accessory Expansion Module port to connect the Expansion Module
for IP Phone 1100 Series (Expansion Module)
For information about using the Expansion Module, see the Expansion
Module for IP Phone 1100 Series User Guide (NN43130-101).
Figure 2 shows the IP Phone 1120E.
Figure 2: IP Phone 1120E
Telephone controls
This section describes the controls on the IP Phone 1120E. In some
geographic regions, the IP Phone 1120E is offered with key caps that
have English text labels. In this document, text in parentheses indicates
the labels that appear on the key caps, for example, (Services).
About the Nortel IP Phone 1120E
10
Table 1: Telephone controls
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.
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