Avaya 1140E Guia do Utilizador

Nortel Communication Server 1000IP Phone 1140ECall Center User GuideTitle page

About the Nortel IP Phone 1140E10Telephone controlsThis section describes the controls on your IP Phone 1140E. In some geographic regions, the IP Phon

About the Nortel IP Phone 1140E11Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree featu

About the Nortel IP Phone 1140E12Use the Enter key, at the center of the Navigation key cluster, to confirm menu selections.In most menus, you can use

About the Nortel IP Phone 1140E13When a message is waiting, the red Visual Alerter/Message Waiting indicator flashes. Also, when the ringer sounds, th

About the Nortel IP Phone 1140E14Press the Directory key to access directory services.Press the Services key to open the Services menu, and use the na

About the Nortel IP Phone 1140E15• Password Admin:— Station Control PasswordThe Password Admin menu is not available on all IP Phone 1140E sets. Consu

About the Nortel IP Phone 1140E16Telephone displayThe IP Phone 1140E has three display areas:• The upper display area provides labels for the six self

Agent and supervisor features17Agent and supervisor featuresThis section describes login features that are common to the Call Center agent and supervi

Agent and supervisor features18assigned to you, the display screen prompts you to enter a four-digit code.Note: The following procedure applies if you

Agent and supervisor features19Logging in using Multiple QueueAssignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA), u

Agent and supervisor features20The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and supervisor features21Using Default LoginIf you normally use the same IP Phone, use the Default Login to log in just one time at the beginnin

Agent and supervisor features22Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features23Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 23• “Using Call Fo

Agent features24To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features25To enable Call Forcing for headset users:Using Return to Queue on No AnswerIf a call is not answered, the call is sent back to the ACD

Agent features26Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use Emergency:3. Press th

Agent features27Using Not ReadyUse the Not Ready feature to take your IP Phone out of the call queue while completing post-call work.Note: If you don&

Agent features28To answer a call:Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Agent features29To place a call to your supervisor:To return to the ACD call:To conference in your supervisor during a call in progress:1. Press the H

Revision history3Revision historyMay 2007Standard 01.01. This document is up-issued to support CS 1000 Release 5.0. This document reflects the new doc

Agent features30To transfer a call to your supervisor during a call in progress:1. Press the Supervisor key.2. When your supervisor answers, press the

Supervisor features31Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 31• “Using

Supervisor features32Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features33To use Answer Emergency:Using Call AgentUse the Call Agent feature to contact an Agent.To use Call Agent:1. When the LCD next to

Supervisor features34Using InterflowUse the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.To use I

Supervisor features35To transition to Night Service:To deactivate Night Service:2. Press the 6 key (6 = N for Night) to go into Night Service.The Nigh

Supervisor features36Observing a callUse the Observe feature to monitor an agent in a call. Note: Use this feature to listen to a conversation between

Supervisor features37Displaying the queueUse the Display Queue feature to access the status of calls in an ACD queue. The information displayed includ

Supervisor features38The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lis

Supervisor features39To display agent status:Figure 5: Current status of agentsPress the Display Agent key. The summary information displays for twelv

Revision history4

Supervisor features40

Terms you should know41Terms you should knowAttendant A telephone operator in your organization.AutoDialA telephone number programmed on the AutoDial

Terms you should know42Contact Center ManagerNortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providi

Terms you should know43Goodbye keyA fixed key used to end an active call. IndicatorAn LCD or an LED that indicates the status of a feature by the flas

Terms you should know44Return to Queue on No AnswerIf a call is not answered by the agent, the call is sent back to the ACD queue and the agent’s tele

Terms you should know45Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office comm

Terms you should know46

Index47IndexAAbout the IP Phone 1140E 7Activity code 25Agent and MQA login options 19Agent and Supervisor features 17Agent features 23Agent key 32Agen

Index48More key 10Mute key 11NNavigation keys 11, 43Night Service 34Not Ready 27OObserve 36Off-hook 43PPaging tone 43Place or answer non-ACD calls 27Q

Contents5ContentsAbout the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . . .

Nortel Communication Server 1000IP Phone 1140ECall Center User GuideCopyright © 2005–2007 Nortel Networks. All Rights Reserved.The information in this

Contents6Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Using Interflow . . . . . . . . . . . . . . . . .

About the Nortel IP Phone 1140E7About the Nortel IP Phone 1140EThe Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly t

About the Nortel IP Phone 1140E8For information about the context-sensitive soft keys, see New in This Release Communication Server Release 5.0 (NN43

About the Nortel IP Phone 1140E9• hearing aid compatibility• wireless headset support using Bluetooth® 1.2 wireless technology compliant Audio Gateway