Nortel Networks NN10300-025 manual Using the Forced Agent Availability feature

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38Supervisor features

Using the Forced Agent Availability feature

Follow this procedure to force an Automatic Call Distribution (ACD) agent from the Not Ready state. The agent is now available to take calls. See “Using the Not Ready feature” (page 31).

You have the option to enter an Agent ID. Agent IDs are configured by the system administrator. Contact your system administrator for more information.

Step Action

1Press the Forced Agent Availability key.

2Press the key assigned to the agent, or dial the agent’s ID. The agent is removed from the Not Ready state and available to accept calls.

--End--

Using the Talk/Listen feature

Follow this procedure to talk with an agent or mute the call and listen only, from an Automatic Call Distribution (ACD) terminal.

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the Talk/Listen key. See Figure 4 "IP Phone 1150E connectors" (page

22)for the location of the supervisor headset jack.

Step Action

Talking to the agent

1Plug the headset into the supervisor headset jack on the agent’s terminal.

2Press the supervisor Talk/Listen key.

The supervisor talk/listen indicator lamp is lit. The supervisor participates in the conversation.

Muting the call

3Press the supervisor Talk/Listen key again.

The supervisor talk/listen indicator lamp is turned off. The supervisor’s headset microphone is muted.

--End--

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Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks

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Contents Nortel IP Phone 1150E User Guide Cicm Legal Notice Contents Answering a call Answering a second call Using call hold Transferring a call Using conference callLogging off from the network Logging off the ACD queue Using call forward Navigating the menu system Using the mute featureUsing the Inbox Making a call using the directoryOther changes FeaturesNew in this release There are no other changes for this releaseNew in this release Overview IP Phone terminal description OverviewIP Phone terminal description Terminal display Softkey functionality Terminal indicators ACD keysUSB keyboard USB mouse Logoff FeatureIP Phone 1150E menu systems AudioLanguage IP Phone 1150E menu systemsTime DiagnosticsUpgrade UserHow to use the navigation keys Menu hierarchyConnecting the IP Phone to the LAN Risk of equipment damageProcedure job aid Connecting the IP Phone to the LANLogging on Logging on to the networkPress the In-Callskey Logging on to the ACD queueYou are logged on and the Menu screen appears Logging onLogging off from the network ACD feature indicator lamp is litLogging off Logging off the ACD queueLogging off Using a handset Using a handset Agent features Using the Activity featureAnswering an ACD call Caller is connected. The in-calls indicator lamp is litFollow this procedure to end an ACD call Ending an ACD callUsing the Emergency feature Using the Not Ready featureYou are removed from the queue Using the Make Set Busy featureAnswering a call from the supervisor You are logged out of the ACD groupCalling the supervisor Using the Walkaway featureIn-calls indicator lamp flashes If you are on a call, that call is put on holdWalkaway feature is deactivated. You are in not-ready mode Connect the headsetSupervisor features Answering an emergency Using the Answer Agent featureAgent Status Lamp Observing an agent You are in not-ready mode. See Using the Not Ready featureCalling an agent You are in a three-way conferenceFor the location of the supervisor headset jack Using the Forced Agent Availability featureUsing the Talk/Listen feature Press the supervisor Talk/Listen key againViewing agent status Using the Interﬂow featureUsing the Night Service feature Press the Display Queue key Viewing queue statusPress the Display Agent key Information for the current queue is displayedIndication of the number of calls in the ACD queue Display Queue status indicatorFollowing table lists the four states of the LCD indicator Supervisor features Making a non-ACD call Making a call using predialWhen the call is answered, begin speaking Editing a predialed numberPress the Inbox key or the Outbox key Originating a call from the Inbox or OutboxNumber must be predialed Making a non-ACD callAnswering a call Follow this procedure to answer the callAnswering non-ACD calls Answering a second callPress the hold key to put the active call on hold Answering non-ACD callsEnding a non-ACD call Press the release key. The call is endedEnding a non-ACD call Transferring a call Using call holdWhile on a non-ACD call To put the call on hold, press the hold keyCall is transferred Using conference callUsing the mute feature Dial the number of the person you want to add to the callRed light is turned on to indicate the feature is enabled During a call, press the mute keyWhile on a non-ACD call Using call forward To turn off call forward, press the forward keyUsing call forward Navigating the main menu Follow this procedure to navigate the main menuNavigating the menu system Selected menu opensNavigating the Feature menu Navigating the Audio menuNavigating the Time menu Navigating the User menuSee Changing your password Using the Audio menu Viewing and editing your audio proﬁleChanging the default volume Resetting the default volume of the headsetSelecting the dialpad feedback Default volume is applied the next time the headset is usedSelecting a headset type Step Action Adjusting the contrast level of the display Adjusting the contrast level of the display Follow this procedure to open the Assign menu Using the Feature menuUsing the Assign menu From the main menu, open the Feature menuSelect a key to change Feature submenu appearsUsing the Feature menu Using the Assign menu Directory contact list opensNew label is applied. You return to the Feature menu Labeling a feature keyUsing the Options menu Follow this procedure to open the Options menuSelecting the default line key Press Ok, or press the send key. The Options menu opensPress Yes, or press the send key Viewing features assigned to the ACD keys Viewing features assigned to the ACD keys Selecting the language Follow this procedure to select your language preferencePress Cancel Terminal now displays text in the selected languageSelecting the language Enabling Daylight Saving Time Using the Time menuSetting the time zone Time displayed changes to that of the selected zoneDisabling Daylight Saving Time Setting the time formatFollow this procedure to disable Daylight Saving Time Select On Press Ok, or press the send keySetting the date format Check mark appears beside the format currently in useResetting the default time Follow this procedure to view your user name Using the User menuViewing your login type Viewing your user nameViewing, disabling, or enabling the auto login feature Using the User menuChanging your password Enter your new password againUsing the User menu Testing the local mode Testing the local mode Performing a ﬁrmware upgrade Second confirmation screen appearsPerforming a firmware upgrade Directory menu opens Using the directoryAdding or editing a directory entry Using the directory Deleting an entry from the directoryMaking a call using the directory Using the directory Using the Inbox Follow these procedures to use the InboxViewing Inbox call information Accessing the InboxUsing the Inbox Press the Inbox keyStoring a number from the Inbox Using the Inbox to make a callFollow this procedure to make a call from within the Inbox Resetting the Inbox Follow this procedure to delete the contents of the InboxFollow these procedures to use the Outbox feature Using the OutboxAccessing the Outbox Follow this procedure to access and use the OutboxStoring a number from the Outbox Using the OutboxViewing Outbox call information Press the Outbox keyFollow this procedure to make a call from within the Outbox Using the Outbox to make a callResetting the Outbox Follow this procedure to delete the contents of the OutboxUsing the Outbox Conﬁguring Bluetooth wireless headsets Pairing a wireless headset with the IP PhoneServices menu is displayed Configuring Bluetooth wireless headsetsDialog box appears, prompting you to enter a PIN Unpairing a wireless headsetSelect Pair Press the send key Interaction with wired headsets Switching between a wireless and a wired headsetBluetooth headset feature activation Press the Exit key to toggle this option on or offConfiguring Bluetooth wireless headsets Using the dialpad to enter text Letter appears on the displayUsing the dialpad to enter text Special charactersUsing a keyboard with an IP Phone Key ActionUsing a keyboard with an IP Phone ESCAccess code summary Feature access codes Access codeAccess code summary Page Nortel IP Phone 1150E User Guide Cicm Carrier VoIP