Nortel Networks 1165E manual Contents

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Contents

Contents

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18

Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Station Control Password (SCPW) . . . . . . . . . . . . . . . . . 18

Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 21

Logging in with Agent ID (for Basic

ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 21

Logging in using Multiple Queue

Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 23 Logging in with an Agent ID and MQA login options . . . . 23 Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 29 Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 31 Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

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Contents IP Phone 1165E Page October AprilRevision history Contents Contents About the Nortel IP Phone 1165E Basic featuresAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E On page 10 shows the IP Phone 1165E Telephone controlsAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E On page 17 shows an idle LCD screen USB supportSecurity features Call features and Flexible Feature CodesTo change your Scpw Highlight New PasswordMode To turn Password Protection on or offLogging in without Agent ID for basic ACD Agent and supervisor featuresTo log in as an agent Logging in with an Agent ID and MQA login options Logging in using Multiple Queue Assignments for Basic ACDTo log To use Default Login Using Default LoginTo log out Logging outTo answer the call Answering ACD callsTo terminate the call Using Call ForcingUsing Activity code Using Return to Queue on No AnswerTo enable Call Forcing for headset users To record activitiesTo use Emergency Using EmergencyPlacing or answering non-ACD calls Using Not ReadyTo use Not Ready To place a callTo answer a call Contacting your supervisorTo answer a call from your supervisor To answer a call from your supervisor while on another callTo conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyTo use Call Agent Using Call AgentTo use Answer Emergency Using Night Service Using InterflowTo activate Night Service To use InterflowTo deactivate Night Service To transition to Night ServiceTo observe a call Observing a callTo display information on your ACD queue Displaying the queueIndicator Queue status Description To display agent status Displaying agent statusCurrent status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice
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