Nortel 1000 Con?guration guide Manuel utilisateur

Nortel Communication Server 1000

IP Phone 2002

Call Center User Guide

Title page

Revision history

July 2006

Standard 5.00. This document is up-issued to support Nortel

Networks Communication Server 1000 Release 4.5. LOGOs and

trademark information updated. Document feedback URL added

to back page.

August 2005

Standard 4.00. This document is up-issued to support Nortel

Networks Communication Server 1000 Release 4.5.

September 2004

Standard 3.00. This document is up-issued to support Nortel

Networks Communication Server 1000 Release 4.0.

October 2003

Standard 2.00. This document is up-issued to support

Succession 3.0 Software.

November 2002

Standard 1.00. This document is issued to support Meridian 1

Release 25.40 and Succession Communication Server for

Enterprise 1000, Release 2.0.

Revision history

Contents

About the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 15

Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Logging in with Agent ID and Multiple Queue Assignments . . 16

Using Agent ID and MQA login options . . . . . . . . . . . . . . 17

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Logging out an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 25

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Nortel IP Phone Key Expansion Module (KEM) . . . . . . . . . . . 34

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

About the Phone

The Nortel IP Phone 2002 brings voice and data to the desktop by

connecting directly to a Local Area Network (LAN) through an Ethernet

connection.

Note 1: All features are not available on all telephones. Consult your

system administrator to verify the features that are available on your

telephone.

Note 2: In this guide, programmable line (DN)/feature key labels

display beside the key, and soft key labels display directly above the

key. Figure 1 illustrates key labels.

Figure 1: Programmable line (DN)/feature key and soft key

labels

Basic features

The IP Phone 2002 supports the following features:

• four programmable line (DN)/feature keys (self-labeled)

• four soft keys (self-labeled) providing access to a maximum of ten

features

About the Phone

Note: Not all IP Phone 2002 sets are configured to support soft key

functionality. Consult your system administrator.

• multi-field LCD display screen

• call timer to indicate the duration of each call

• speaker for on-hook dialing or on-hook listening

• volume control bar for adjusting ringer, speaker, handset, and

headset volume

• six specialized fixed keys:

—Quit

— Directory

— Message (Inbox)

— Outbox/Shift (reserved for future development)

— Services

— Expand to PC

• four call processing fixed keys:

—Hold

— Goodbye

— Handsfree

—Mute

• shared LAN access with a PC

• headset jack with On/Off key

• automatic network configuration

• hearing-aid compatibility

About the Phone

Figure 2 illustrates the IP Phone 2002.

Figure 2: IP Phone 2002

Telephone controls

Note: Some IP Phone 2002 sets include optional key caps. Text in

parenthesis indicates labels appearing on the key caps. For example,

(Services)

Use the Volume control bar to adjust the

volume of the ringer, handset, headset,

speaker, and Handsfree feature. Press the

right side of the rocker bar to increase

volume, the left side to decrease volume.

The InCalls key is the primary DN key.

About the Phone

Programmable line (DN)/feature keys are

extra DNs or feature keys used to access

additional features.

A steady LCD light beside a line (DN) key

indicates that the line is active. A flashing

LCD indicates that the line is on hold.

A steady LCD light beside a feature key

indicates that the feature is active. A flashing

LCD indicates that the feature is being

programmed.

Use the Goodbye key to terminate an active

call.

Press the Hold key to put an active call on

hold. Press the line (DN) key beside the

flashing LED indicator to return to the caller

on hold.

Press the Message (Inbox) key to access

your voice mailbox.

Use the Navigation keys to scroll through

menus and lists on the LCD display screen.

(Goodbye)

(Hold)

(Message)

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