Answer Agent, Answer Emergency | Avaya 1150E specs

Call Center Supervisor Features

Answer Agent

When your phone rings and the Answer Agent indicator flashes:

1.Press the Answer Agent Key. Your position goes into Not Ready state and you are connected to the agent.

To disconnect an agent call:

1. Press the Goodbye Key.

Answer Emergency

When your phone buzzes and the Answer Emergency indicator flashes:

1.Press the Hold Key if you intend to return to the call in progress.

2.Press the Answer Emergency Key. Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call.

To disconnect from the emergency call:

1. Press the Goodbye Key.

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Avaya 1150E manual Answer Agent, Answer Emergency, To disconnect an agent call, To disconnect from the emergency call

Contents

Avaya 1150E IP Deskphone User Guide Date October Downloading documents Contact Avaya Support Revision history Revision history Contents Enabling or disabling Call Timer Call Center Agent/Supervisor Features Avaya 1150E IP Deskphone non-ACD call features Additional phone features Quick Reference About the Avaya 1150E IP Deskphone Basic features About the Avaya 1150E IP Deskphone Supports the WML Browser see WML Browser support on Avaya 1150E IP Deskphone Telephone controls Context-sensitive soft keys are located About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone Password Admin About the Avaya 1150E IP Deskphone Telephone display License notification Call features and Flexible Feature Codes Audio and text message broadcast WML Browser support WML softkey display Condition Soft key Condition Soft key Managing your Station Control Password Scpw Security featuresUsing encrypted calling To change your Scpw To turn Password Protection on or off Enable Password ProtectionDisable Password Protection Mode Choose one of the following context Application text entry Entering text using the USB keyboardEntering and editing text USB keyboard function keys during telephone calls Entering text using the telephone dialpadEditing text using the context-sensitive soft keys To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 1 Editing context-sensitive soft key description Part 2 Connecting the components Avaya 1150E IP Deskphone connections Connecting the components of the phone Before you begin Removing the stand Connecting the components Cable routing tracks Connecting the components Virtual Private Network Connecting your IP Deskphone IP Deskphone connected to the modem QoS configuration recommendations Installing and configuring VPN To install and configure VPN Welcome & language selection window Virtual Private Network Equipment Setup and VPN window Locate Data Files window MuteMute Prepare Phone for Configuration Try again window Prepare Phone for Configuration window Virtual Private Network Virtual Private Network Virtual Private Network Autodiscover Phone window Autodiscover Phone more than one phone was discovered window Configure phone window When Phone configuration complete is displayed, click Next Confirmation & Finish window Key Generates O M N O Configuring Telephone Options Telephone Options menu Using the Telephone Options menu To use the Telephone Options menu Telephone Options menu Adjusting the volume Adjusting the display screen contrast To adjust the display screen contrastSelecting a language Language… To select a date and time format Selecting date and time formatTo select a language Accessing display diagnostics To use Display diagnosticsChoosing a local dialpad tone Options menu To view phone information Viewing phone informationTo choose a local dialpad tone Selecting a headset type DiagnosticsTo view diagnostic information To select a headset type Configuring call log optionsConfiguring the Callers List log To log only unanswered calls New call indication off New call indication on Configuring New Call IndicationTo configure New Call Indication Configuring Preferred Name Match To configure Preferred Name MatchConfiguring Area Code Setup Preferred name match on Preferred name match off To configure default area codes maximum of three Ring type… Choosing a ring typeTo edit area code display To select a ring type Enabling or disabling Call TimerTo enable or disable Call Timer To turn the call indicator light on or off Setting the call indicator lightChanging feature key labels To rename the labels Configuring the name display format To restore the default labels Configuring Live Dialpad To configure name display formatTo configure Live Dialpad First name, last name Last name, first name Configuring Telephone Options Using the Password Admin menu Mode Choose one of the following context Configuring Local Menu options Navigation key functions in menus Part 1 Navigation key functions in Edit mode Part 1 Navigation key functions in menus Part 2Enter key Navigation key functions in dialog boxes Preferences submenu Changing 1. Display SettingsNavigation key functions in Edit mode Part 2 Contrast Sleep Display SettingsTo adjust Contrast or Sleep settings Changing 3. Headsets Changing 2. LanguageLanguage To select the language used in local menus Enabling HID Commands HeadsetsTo enable HID Commands To select the active headset device Enabling USB Headset Select the Enable HID Commands checkboxTo enable USB headset Configuring Local Menu options Configuring Local Menu options Limitations and Advisories Avaya Mobile Headset Adapter properties Configuring 4. Bluetooth Avaya Mobile Headset Adaptor elements and functions To pair a wireless headset with your phone Configuring Local Menu options 100 101 102 103 104 Dual Pairing Headsets Interaction with wired headsets To switch between a wired headset and a wireless headset To unpair a wireless headset 108 Local Diagnostics submenu Network Diagnostic ToolsIP Set Information Ethernet Statistics IP Network Statistics USB DevicesAdvanced Diag Tools License Information Network Configuration menu Select Network ConfigurationCertificate Information Dhcp Information To configure the WML Browser Lock Menu Call Center Agent/Supervisor Features Agent loginTo login as an agent Headset interface Login with Agent ID and Multiple Queue Assignment MQA To login with Agent ID and MQA Login without Supervisor ID To login without Supervisor IDWithout Priority With Priority Default login To correct errors during the login procedureTo use the default login feature Example Agent logout To logout Call Center Agent features Use Activity CodeAnswer Call Center calls To capture activities Call Forcing When you have an emergency situation Emergency KeyUse Not Ready To be taken out of the queue Activate Make Set Busy Making non-ACD callsTo activate Make Set Busy To deactivate Make Set Busy Contact your supervisor To answer a non-ACD callTo call your supervisor To return to the ACD call To use the Walkaway feature Use Walkaway and Return from WalkawayTo Conference your Supervisor during a call in progress To Transfer to a supervisor, during a call in progress To return from Walkaway Press the key next to the flashing indicator Agent Keys Call Center Supervisor FeaturesLCD status indicators Answer Agent Answer EmergencyTo disconnect an agent call To disconnect from the emergency call Call Agent Use the Supervisor Observe Supervisor Headset PortTo call an agent To leave Call Agent state To use the Supervisor Talk/Listen feature Observe AgentTo mute the Supervisor headset To observe an agent To talk to an agent you are observing To leave the Observe state Night Service To enter Night ServiceInterflow To activate Interflow To transition to Night Service To exit Night Service To make a call Avaya 1150E IP Deskphone non- ACD call featuresMake a call Using Predial To use Predial Using Auto Dial To use Auto DialTo display the Auto Dial number To store an Auto Dial number To use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification Using Last Number Redial Using Speed CallTo cancel Ring Again before notification To use Last Number Redial To store or change a Speed Call number Press the Speed Call Controller Key To make a System Speed Call Using System Speed CallPress the Speed Call Controller Key or Using Intercom calling Using Hot LineTo use Hot Line To make an Intercom call Answering a call To answer a call To retrieve a call on hold While on an active callTo place a call on Hold To use the Transfer feature Transferring a call If the transferred call is not answered, your phone rings Using Timed Reminder RecallTo use Timed Reminder Recall Using Attendant Recall Using Call ParkTo contact the attendant while on a call To park a call on a System Park DN To park a call on a DN other than the System Park DN To retrieve a parked call To record the calling party number or charge account number Calling Party Number/Charge AccountDisplaying incoming calls Tracing a Malicious call To use Call Trace while you are on a call Press the Individual Line DN Key To use Call Trace if you do not have a Call Trace KeyConference Key Additional Call Features Using the buzz signalUsing Call Page Connect to make an announcement To buzz the phone linked to yours Charging a call or charging a forced call To disconnect from the paging system To charge a call to an account when you transfer a call To charge a call in progress Trans Press the Transfer Key when you hear Phone ring To use Enhanced Override Using Enhanced OverrideAlso assumes AHA CLS Automatic To use Forced Camp-on Using Forced Camp-onTo end the connection To answer a camped-on call Override FeatureTo override a busy/engaged signal Using Privacy Release Using RadioTo use Privacy Release while on an established call To use Automatic Pre-selectionMeet me To use Automatic Post selection To make a voice call Using Voice CallTo use the Special Radio Paging features To use Voice Messaging controls Using the Voice Messaging control screensTo respond to a voice call 162 Press the Automatic Answerback Key Activate Automatic AnswerbackActivate Call Pickup Use Call Waiting To answer an incoming call in another Call Pickup Group If you do not have a Call Waiting Key To answer an incoming call while on another callTo return to your first phone call To view the number that your calls are being forwarded to Forward callsTo forward your calls To cancel Call Forward To cancel Internal Call ForwardForward internal calls only To forward your internal calls To activate Remote Call Forward Use Remote Call ForwardTo reinstate Internal Call Forward to the same number To cancel Remote Call Forward To unlock your phone Secure your phoneTo lock your phone To set up a conference call Set up a Conference callTo change your password must be done from your phone Join a call To disconnect a conferee Selectable Conferee Display and DisconnectTo view active conferees Use Group Call To call group members To answer a Group Call Using Record On Demand key To end a Group Call Using Save key To add an entry Additional phone featuresUsing the Personal Directory To edit an entry To delete an entry To search for an entry Using the Callers List To dial an entry Using the Redial List To delete the entire Callers List To delete the entire Redial List Using Virtual Office Logging in to Virtual Office Virtual soft key Using Virtual Office on your Remote phone Using Virtual Office on your Office phone Logged in to an Avaya 1150E IP Deskphone Office phone displays the message Logged Out Emergency calls on your Remote IP Deskphone Logging out of Virtual OfficeAutomatic log out from Virtual Office Troubleshooting Virtual Office Troubleshooting Virtual Office Part 1 Troubleshooting Virtual Office Part 2 Normal Mode Using Media Gateway 1000BTroubleshooting Virtual Office Part 3 Local Mode Using Test Local ModeUsing Resume Normal Mode Troubleshooting MG 1000B Troubleshooting MG 1000B Part 1 Troubleshooting MG 1000B Part 2 Feature Quick Reference Services and Telephone Options menus Icon 199 Quick Reference 200 Regulatory and safety information EMC compliance Jurisdiction Standard Description DenAn regulatory notice for Japan Other Regulatory and safety information 204 Third party terms Public Domain Notice GNU 207 208 209 210 211 212 OpenSSL 214 215 Zlib Curl Copyright and Permission Notice Libpng 219 Kernrandom ConvertUTF Wchar functions Libjpeg 224 Terms you should know Information display 227 228 Index 230 231 232