Nortel Networks NN10300-025 manual Viewing queue status, Press the Display Agent key

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40Supervisor features

The supervisor uses the Display Agent feature to monitor the status of all agents with agent keys assigned to them.

Agents in the Not Ready state will be counted as busy on ACD calls or non-ACD calls, as specified by the system administrator.

The following status information is displayed on the LCD:

•the number of active agents on ACD calls

•the number of idle agents

•the number of agents in not ready mode

•the number of unmanned sets

Step Action

1Press the Display Agent key.

The status of all agents with a key assigned on the supervisor’s phone is displayed for 12 seconds.

--End--

Viewing queue status

Follow this procedure to view the status of calls in the Automatic Call Distribution (ACD) queue. The supervisor uses the Display Queue feature to verify that calls are being handled effectively.

The following status information is displayed on the LCD:

•the number of calls waiting in the queue

•the number of agent positions occupied for the queue

•the length of time, in seconds, that the oldest call has been waiting in the queue

Step Action

1Press the Display Queue key.

Information for the current queue is displayed.

2The display scrolls through the different queues at two-second intervals.

Carrier VoIP

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 Logging off from the network Logging off the ACD queue Using call hold Transferring a call Using conference callAnswering a call Answering a second call Using call forward Navigating the menu system Using the mute featureUsing the Inbox Making a call using the directoryFeatures New in this releaseOther changes 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 Feature IP Phone 1150E menu systemsLogoff AudioLanguage IP Phone 1150E menu systemsDiagnostics UpgradeTime 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 networkLogging on to the ACD queue You are logged on and the Menu screen appearsPress the In-Callskey Logging onACD feature indicator lamp is lit Logging offLogging off from the network Logging off the ACD queueLogging off Using a handset Using a handset Agent features Using the Activity featureCaller is connected. The in-calls indicator lamp is lit Follow this procedure to end an ACD callAnswering an ACD call Ending an ACD callUsing the Emergency feature Using the Not Ready featureUsing the Make Set Busy feature Answering a call from the supervisorYou are removed from the queue You are logged out of the ACD groupUsing the Walkaway feature In-calls indicator lamp flashesCalling the supervisor 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 Agent Status Lamp Using the Answer Agent featureAnswering an emergency You are in not-ready mode. See Using the Not Ready feature Calling an agent Observing an agent You are in a three-way conferenceUsing the Forced Agent Availability feature Using the Talk/Listen featureFor the location of the supervisor headset jack Press the supervisor Talk/Listen key againUsing the Night Service feature Using the Interﬂow featureViewing agent status Viewing queue status Press the Display Agent keyPress the Display Queue key Information for the current queue is displayedFollowing table lists the four states of the LCD indicator Display Queue status indicatorIndication of the number of calls in the ACD queue Supervisor features Making a call using predial When the call is answered, begin speakingMaking a non-ACD call Editing a predialed numberOriginating a call from the Inbox or Outbox Number must be predialedPress the Inbox key or the Outbox key Making a non-ACD callFollow this procedure to answer the call Answering non-ACD callsAnswering a call 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 Using call hold While on a non-ACD callTransferring a call To put the call on hold, press the hold keyUsing conference call Using the mute featureCall is transferred 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 Follow this procedure to navigate the main menu Navigating the menu systemNavigating the main menu 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 a headset type Default volume is applied the next time the headset is usedSelecting the dialpad feedback Step Action Adjusting the contrast level of the display Adjusting the contrast level of the display Using the Feature menu Using the Assign menuFollow this procedure to open the Assign menu From the main menu, open the Feature menuUsing the Feature menu Feature submenu appearsSelect a key to change Using the Assign menu Directory contact list opensLabeling a feature key Using the Options menuNew label is applied. You return to the Feature 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 Follow this procedure to select your language preference Press CancelSelecting the language Terminal now displays text in the selected languageSelecting the language Using the Time menu Setting the time zoneEnabling Daylight Saving Time Time displayed changes to that of the selected zoneSetting the time format Follow this procedure to disable Daylight Saving TimeDisabling 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 Using the User menu Viewing your login typeFollow this procedure to view your user name 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 Adding or editing a directory entry Using the directoryDirectory menu opens 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 InboxAccessing the Inbox Using the InboxViewing Inbox call information Press the Inbox keyFollow this procedure to make a call from within the Inbox Using the Inbox to make a callStoring a number from the Inbox Resetting the Inbox Follow this procedure to delete the contents of the InboxUsing the Outbox Accessing the OutboxFollow these procedures to use the Outbox feature Follow this procedure to access and use the OutboxUsing the Outbox Viewing Outbox call informationStoring a number from the Outbox Press the Outbox keyUsing the Outbox to make a call Resetting the OutboxFollow this procedure to make a call from within 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 headsetsSelect Pair Press the send key Unpairing a wireless headsetDialog box appears, prompting you to enter a PIN 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