Avaya 1120E Guía de usuario

Nortel Communication Server 1000IP Phone 1120ECall Center User GuideTitle page

About the Nortel IP Phone 1120E10Table 1: Telephone controlsContext-sensitive soft keys are located below the display area. The LCD label above each

About the Nortel IP Phone 1120E11Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree featu

About the Nortel IP Phone 1120E12Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen. The outer part of this

About the Nortel IP Phone 1120E13Use the Goodbye key to terminate an active call.When a message is waiting, or there is an incoming call, the red Mess

About the Nortel IP Phone 1120E14Press the Message/Inbox key to access your voice mailbox.This function is not available on all phones; consult your s

About the Nortel IP Phone 1120E15Press the Services key to open the Services menu, and use the navigation keys to access the following items:• Telepho

About the Nortel IP Phone 1120E16Telephone displayYour IP Phone 1120E has three display areas:• The upper display area provides labels for the four se

About the Nortel IP Phone 1120E17Directory Number (DN) appears if the caller name is greater than 10 characters. Press the flashing arrow to display t

Agent and Supervisor features18Agent and Supervisor featuresThis section describes the login features that are common to the Call Center agent and sup

Agent and Supervisor features19For more information about Nortel Contact Center Manager, visit www.nortel.com.To log in as an agent:1. Lift the handse

Agent and Supervisor features20Logging in using Multiple Queue Assignments (for Basic ACD)If your configuration uses Multiple Queue Assignment (MQA),

Agent and Supervisor features21The login options require the following entries in sequential order:1. a four-digit Agent ID2. a Supervisor ID (if your

Agent and Supervisor features22Using Default LoginUse the Default Login to log in just one time at the beginning of a shift. The Default Login uses yo

Agent and Supervisor features23Logging outYou can log out of the system completely or temporarily (Not Ready state).To log out:or5. To join the ACD qu

Agent features24Agent featuresThe following sections describe features that are available to agents:• “Answering ACD calls” on page 24• “Using Call Fo

Agent features25To terminate the call:Using Call ForcingUse the Call Forcing feature to automatically connect an incoming ACD call. A time interval is

Agent features26To 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 features27Using EmergencyUse the Emergency feature to contact your supervisor immediately in an emergency situation.To use the Emergency feature

Agent features28Using Not ReadyUse the Not Ready feature to take your telephone out of the call queue while completing post-call work.Note: If you don

Agent features29To answer a call:Contacting your supervisorUse the Supervisor feature to talk to your supervisor in the following ways:• “To answer a

Revision history3Revision history June 2010Standard 04.01. This document is up-issued to support Communication Server 1000 Release 7.0.May 2009Standar

Agent features30To 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

Agent features31To transfer a call to your supervisor during a call in progress:Using Record On Demand keyIf this feature is enabled, you can use the

Agent features32Using SAVE keyUse the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is

Supervisor features33Supervisor featuresThe following sections describe features available to the supervisor:• “Using Answer Agent” on page 33• “Using

Supervisor features34Using the Agent keyUse the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links

Supervisor features35Using Call AgentUse the Call Agent feature to contact an agent.To use Call Agent:Using InterflowUse the Interflow feature to redi

Supervisor features36Using Night ServiceUse the Night Service feature to define how calls are handled outside of business hours.To activate Night Serv

Supervisor features37To deactivate Night Service:Observing a callUse the Observe feature to monitor an agent in a call.To observe a call:1. Press the

Supervisor features38

Terms you should know39Terms you should knowCalling Party Name DisplayInformation appearing on the LCD display screen, such as the caller’s name and t

Revision history4

Terms you should know40Directory Number (DN)A number consisting of one to seven digits for a telephone, and also known as an extension number.Feature

Terms you should know41Information lineA one-line by 24-character area that displays date and time or application information.Interrupted dial toneA b

Terms you should know42Services keyA fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office

Terms you should know43releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.User interface Screen

Terms you should know44

Index45IndexAAbout the IP Phone 1120E 7Activity code 26Agent and MQA login options 20Agent and Supervisor features 18Agent features 24Agent key 34Agen

Index46MMessage key 41Message waiting indicator 43Message/Inbox key 14More key 10NNavigation keys 12, 41Night Service 36Not Ready 28OObserve 37Off-hoo

Nortel Communication Server 1000IP Phone 1120ECall Center User GuideCopyright © 2006–2010 Nortel Networks. All Rights Reserved.The information in this

Contents5ContentsAbout the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7Basic features . . . . . . . . . . . . . . . . . . . . .

Contents6Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Using Answer Agent . . . . . . . . . . . . . . . . . .

About the Nortel IP Phone 1120E7About the Nortel IP Phone 1120EThe Nortel IP Phone 1120E brings voice and data to the desktop by connecting directly t

About the Nortel IP Phone 1120E8Note: Some IP Phone 1120E phones are not configured to support soft key functionality. Consult your system administrat

About the Nortel IP Phone 1120E9• Accessory Expansion Module port to connect the Expansion Module for IP Phone 1100 Series (Expansion Module)For infor