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Nortel Communication Server 1000
IP Phone 2007
Call Center User Guide
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Revision history Revision history May 2007 Standard 01.02. This document is issued to support Communication Server 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: IP Phone 2007 Call Center User Guide (NN10300-020). Graphics are also updated. August 2005 Standard 2.00. This document is up-issued to support the Nortel Communication Server 1000 Release 4.5. May 2005 Standard 1.00. This document is issued to support the
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Revision history 4
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Contents Contents About the IP Phone 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Telephone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Application area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Tools/Navigation area . . . . . . . . .
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Contents Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Place or answer non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 31 Contact the supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Use Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Use Agent key . . . . . . . . . . . . . . . . . . . . .
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About the IP Phone 2007 About the IP Phone 2007 The Nortel IP Phone 2007 brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. The IP Phone 2007 provides all the functionality of the IP Phone 2004, using a graphical user interface (GUI). In addition, advanced text and graphic-based web-centric applications are supported. The IP Phone 2007 does not support the IP Phone Key Expansion Module (KEM). Note: Not all features are
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About the IP Phone 2007 —Mute • shared LAN access with a PC • headset jack with On/Off key • automatic network configuration • hearing-aid compatibility • large, color, touch panel display screen • web-based applications support • remote firmware download • USB mouse and keyboard support Figure 1: IP Phone 2007 8
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About the IP Phone 2007 Telephone controls Use the Volume control bar to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the right side of the rocker bar to increase volume, the left side to decrease volume. Programmable line (DN)/feature soft keys are extra DNs or feature soft keys used to access additional features. Note: A color change for a line (DN) soft key indicates that the feature or line is active. A flashing soft key indicates the
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About the IP Phone 2007 Tap the Services soft key and use the Navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Live Dialpad — Date/Time — Display diagnostics — Local DialPad Tone — Set Info — Diagnostics — Call Log Options — Ring type — Call time — OnHook default path — Change feature key label — Name Display Format 10
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About the IP Phone 2007 • Password Admin: — Station Control Password Note: The Password Admin menu may not be available on the IP Phone 2007. Consult the system administrator. • Display Network Diagnostics Utilities: Note: Only the system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics. • Virtual Office Login and Virtual Office Logout (if Virtual Office is configured) • Test Local Mode and Resume Local Continued Mode (
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About the IP Phone 2007 Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones. The Mute LED indicator flashes when the Mute option is in use. Tap the Quit soft key to end an active application. Tapping the Quit soft key does not affect the status of calls currently on the telephone. Soft keys are located below the LCD screen. Note: When th
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About the IP Phone 2007 Telephone Display The IP Phone 2007 provides a large, color, touch panel display that supports color XML/HTML content through an external application server. The IP Phone 2007 window-based user interface has two display areas: • Application area • Tools/Navigation area Figure 2 on page 13 shows an idle display. Figure 2: IP Phone 2007 display Note: The display can differ from the example. Application area The Application area provides: • line and feature key status • inf
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About the IP Phone 2007 Figure 3: IP Phone 2007 Application area Tools/Navigation area The Tools/Navigation area provides controls for navigating between features and selecting tools. It is visible and functional at all times. Figure 4 on page 14 shows the Tools/Navigation area Figure 4: IP Phone 2007 Tools/Navigation area 14
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About the IP Phone 2007 The Tools/Navigation area has five main elements presented as touchable keys: Tap this icon to determine which external applications are registered (for example, My CallPilot), and launch them by tapping on the appropriate icon. Tap this icon to access the Telephone screen. Tap this soft key to go to the primary external application, as configured by the administrator. The key displays the icon of the primary application. Tap this icon to access the following to
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About the IP Phone 2007 Tap this icon to display a virtual keyboard (pop-up keyboard) for text entry. The stylus or USB keyboard can be used to enter text in some of the applications. See “Enter and edit text” on page 17 for further information. Touch panel Use the touch panel to perform point-and-click operations on the IP Phone 2007. The touch panel is used with the graphical user interface (GUI) to present keys directly on the display. All line/DN keys, feature keys, and soft keys are
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Enter and edit text Enter and edit text Enter and edit text on the IP Phone 2007 using the following methods: • telephone dialpad • soft keys • pop-up keyboard • USB keyboard (optional) The use of any of these methods for text entry depends on the applica- tion. Table 1 shows the applications and input devices that can be used for text entry: Table 1: Application Text Entry For: Use: Call Server related applications Dialpad (for example, changing feature Pop-up or USB keyboard for key labels
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Enter and edit text When entering IP addresses with the dialpad, the address is entered as xxx*xxx*xxx*xxx, and the telephone translates this to xxx.xxx.xxx.xxx. Edit text using the soft keys You use soft keys to access text when you work with such applications as Personal Directory, Redial List, and Callers List. Table 2 describes the soft key editing functions on the IP Phone 2007. Table 2: Editing soft key description Soft key Description Cancel Stop the current action. Choose Select a symb
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Enter and edit text Enter text using the USB keyboard The USB keyboard, when connected, can be used to enter text in the tools and graphical applications. For number entry in telephone applications (for example, when dialing), the keyboard may be used to enter digits (0–9), as well as * and #. Other characters are ignored. When on a call, the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) can be used to control the telephone. Table 3 shows the function keys and their associated action d
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Agent and Supervisor features Agent and Supervisor features This section describes the following login features that are common to the Call Center Agent and Supervisor: • Agent Login • Login with Agent ID and Multiple Queue Assignments • Agent Logout Agent Login Use the Agent Login to enter an Automated Call Distribution (ACD) queue. If an Agent ID is assigned, enter the four-digit code at the display screen prompts. 1. Lift the handset. 2. Tap the Incalls soft key. 3. If Enter Agent ID ap
