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First Virtual Communications 1150E manual Press the key next to the flashing indicator

Models: 1150E

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Call Center Agent features

1.Press the key next to the flashing indicator.

Note 1: If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode.

Note 2: Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect for the handset.

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First Virtual Communications 1150E manual Press the key next to the flashing indicator

Contents

IP Phone 1150E Page Revision history Revision history Contents Call Center Supervisor Features Call Center Agent/Supervisor FeaturesIP Phone 1150E non-ACD call features Additional phone features 149 Regulatory and safety information145 Contents About the Nortel IP Phone 1150E Basic features About the Nortel IP Phone 1150E IP Phone 1150E Context-sensitive soft keys are located Telephone controlsAbout the Nortel IP Phone 1150E About the Nortel IP Phone 1150E About the Nortel IP Phone 1150E About the Nortel IP Phone 1150E Password Admin About the Nortel IP Phone 1150E Telephone display Call features and Flexible Feature CodesTo change your Scpw Security featuresUsing encrypted calling Managing your Station Control Password ScpwTo turn Password Protection on or off Highlight New PasswordMode Enable Password Protection Disable Password ProtectionEntering and editing text Entering text using the USB keyboardEditing text using the context-sensitive soft keys Entering text using the telephone dialpadSoft key Description To edit text with the context-sensitive soft keysEditing context-sensitive soft key description Part 2 Shows connections on the IP Phone 1150E Connecting the componentsBefore you begin Connecting the components of the phoneRemoving the stand Connecting the components Cable routing tracks Connecting the components Telephone Options menu Configuring Telephone OptionsTo use the Telephone Options menu Using the Telephone Options menuTelephone Options menu Adjusting the volumeOptions, and select Volume adjustment To adjust the volumeAdjusting the display screen contrast To select a language To adjust the display screen contrastSelecting a language Language…Options menu Accessing display diagnosticsSelecting date and time format To select a date and time formatTo choose a local dialpad tone To use Display diagnosticsChoosing a local dialpad tone To view phone information DiagnosticsViewing phone information To select a headset type To view diagnostic informationSelecting a headset type To log only unanswered calls Configuring call log optionsConfiguring the Callers List log New call indication off New call indication on Configuring New Call IndicationTo configure New Call Indication Preferred name match on Preferred name match off Configuring Preferred Name MatchTo configure Preferred Name Match To configure default area codes maximum of three Configuring Area Code SetupTo edit area code display To select a ring type Choosing a ring typeRing type… To turn the call indicator light on or off Enabling or disabling Call TimerSetting the call indicator light To enable or disable Call TimerTo rename the labels Changing feature key labelsTo restore the default labels First name, last name Last name, first name Configuring the name display formatConfiguring Live Dialpad To configure name display formatTo configure Live Dialpad Using the Password Admin menu Enable Password Protection Choose one of the following context Headset interface Call Center Agent/Supervisor FeaturesAgent login To login as an agentTo login with Agent ID and MQA Login with Agent ID and Multiple Queue Assignment MQACall Center Agent/Supervisor Features Example Default loginTo correct errors during the login procedure To use the default login featureTo logout Agent logoutTo capture activities Call Center Agent featuresUse Activity Code Answer Call Center callsCall Forcing To be taken out of the queue When you have an emergency situationEmergency Key Use Not ReadyTo deactivate Make Set Busy Activate Make Set BusyMaking non-ACD calls To activate Make Set BusyTo return to the ACD call Contact your supervisorTo answer a non-ACD call To call your supervisorTo Transfer to a supervisor, during a call in progress To use the Walkaway featureUse Walkaway and Return from Walkaway To Conference your Supervisor during a call in progressTo return from Walkaway Press the key next to the flashing indicator Agent Keys Call Center Supervisor FeaturesTo disconnect from the emergency call Answer AgentAnswer Emergency To disconnect an agent callTo leave Call Agent state Call AgentUse the Supervisor Observe and Supervisor Headset Port To call an agentTo observe an agent To use the Supervisor Talk/Listen featureObserve Agent To mute the Supervisor headsetTo leave the Observe state To talk to an agent you are observingTo activate Interflow Night ServiceTo enter Night Service InterflowTo exit Night Service To transition to Night ServiceTo make a call IP Phone 1150E non-ACD call featuresMake a call To use Predial Using PredialTo store an Auto Dial number Using Auto DialTo use Auto Dial To display the Auto Dial numberTo use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification To use Last Number Redial Using Last Number RedialUsing Speed Call To cancel Ring Again before notificationTo make a Speed Call To store or change a Speed Call numberTo make a System Speed Call Using System Speed CallPress the Speed Call Controller Key or To make an Intercom call Using Intercom callingUsing Hot Line To use Hot LineTo answer a call Answering a callTo retrieve a call on hold While on an active callTo place a call on Hold Transferring a call To use the Transfer featureIf the transferred call is not answered, your phone rings Using Timed Reminder RecallTo use Timed Reminder Recall To park a call on a System Park DN Using Attendant RecallUsing Call Park To contact the attendant while on a callTo retrieve a parked call To park a call on a DN other than the System Park DNTo record the calling party number or charge account number Calling Party Number/Charge AccountDisplaying incoming calls To use Call Trace while you are on a call Tracing a Malicious callPress the Individual Line DN Key To use Call Trace if you do not have a Call Trace KeyConference Key To buzz the phone linked to yours Additional Call FeaturesUsing the buzz signal Using Call Page Connect to make an announcementTo disconnect from the paging system Charging a call or charging a forced callTo charge a call in progress To charge a call to an account when you transfer a callDial the number of the phone where To end the connection Using Enhanced OverrideTo use Enhanced Override To use Forced Camp-on Using Forced Camp-onTo answer a camped-on call Override FeatureTo override a busy/engaged signal To use Automatic Pre-selectionMeet me Using Privacy ReleaseUsing Radio To use Privacy Release while on an established callTo 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 Play Stop Last Next Delete Skip Quit Press the Automatic Answerback Key Activate Automatic AnswerbackActivate Call Pickup To answer an incoming call in another Call Pickup Group Use Call WaitingIf 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 forward your internal calls To cancel Call ForwardTo cancel Internal Call Forward Forward internal calls onlyTo activate Remote Call Forward Use Remote Call ForwardTo reinstate Internal Call Forward to the same number IntForward 1. Press the Internal Call Forward KeyTo 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 To call group members Use Group CallPress the Individual Line DN Key on To answer a Group Call To end a Group Call To add an entry Additional phone featuresUsing the Personal Directory To edit an entry To search for an entry To delete an entryUsing the Callers List To dial an entry To delete the entire Callers List Using the Redial ListTo delete the entire Redial List Using Virtual Office Logging in to Virtual Office Using IP Phone Possible to log in to the 1150E?Using Virtual Office on your Remote phone Logged in to an IP Phone 1150E Logged in to an IP Phone 1150E using an IP Softphone Using Virtual Office on your Office phoneOffice phone displays the message Logged Out To log out from a Remote phone Logging out of Virtual OfficeDisplayed Probable Cause Actions Message Troubleshooting Virtual OfficeTroubleshooting Virtual Office Part 2 Local Mode Using Media Gateway 1000BNormal Mode Using Resume Normal Mode Using Test Local ModeDisplay Message Probable Cause Actions Troubleshooting MG 1000BRegulatory and safety information Jurisdiction Standard Description Vcci DenAn regulatory notice for Japan Other Terms you should know Information display 147 148 Index 150 151 152 Page Copyright 2007 Nortel Networks. All rights reserved