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Nortel Networks 1000 manual Copyright 2007 Nortel Networks. All rights reserved

Models: 1000

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Nortel Communication Server 1000

IP Phone 2007

Call Center User Guide

Copyright © 2007 Nortel Networks. All rights reserved.

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

Publication Number: NN43118-102

Document Release: Standard 01.02

Date: May 2007

Produced in Canada

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

www.nortel.com

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Nortel Networks 1000 manual Copyright 2007 Nortel Networks. All rights reserved

Contents

IP Phone Page Revision history Revision history Contents Supervisor features IndexBasic features About the IP PhoneIP Phone Telephone controls About the IP Phone About the IP Phone About the IP Phone Telephone Display IP Phone 2007 displayTools/Navigation area About the IP Phone Cleaning the Telephone Screen Touch panelEnter text using the telephone dialpad Enter and edit textApplication Text Entry Edit text using the soft keys Enter text using the pop-up keyboardEditing soft key description Enter text using the USB keyboard USB keyboard function keys during telephone callsAgent and Supervisor features Agent LoginLogin with Agent ID and Multiple Queue Assignments Agent ID and MQA login options To log Default Login Agent Logout To log outAgent features Answer ACD callsTo answer the call To enable call forcing for headset users Use Force CallTo terminate the call Use Activity code To record activitiesUse Emergency Use Not ReadyPlace or answer non-ACD calls To place a callTo answer a call Contact the supervisor To answer a call from the supervisorTo answer a call from the supervisor while on another call To place a call to the supervisor To return to the ACD callTo conference in the supervisor during a call in progress Supervisor features Use Answer AgentUse Agent key Use Answer EmergencyAgent status Use Call Agent Use InterflowTo transition to Night Service Use Night ServiceTo activate Night Service To deactivate Night ServiceObserve Display QueueTo display information on the ACD queue Current status of ACD queueDisplay Agent status Current status of agentsDisplay Queue soft key states Soft key display Queue status DescriptionTerms you should know Terms you should know Terms you should know Terms you should know Terms you should know Terms you should know Regulatory and safety information Safety EMC ComplianceOther DenAn regulatory notice for JapanRegulatory and safety information Index Cleaning Page Copyright 2007 Nortel Networks. All rights reserved