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Nortel Networks 1150E manual Answer Agent, Answer Emergency, To disconnect an agent call

Models: 1150E

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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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Nortel Networks 1150E Answer Agent, Answer Emergency, To disconnect an agent call, To disconnect from the emergency call

Contents

IP Phone 1150E Page Revision history Revision history Contents Call Center Agent/Supervisor Features Call Center Supervisor FeaturesIP Phone 1150E non-ACD call features Additional Call FeaturesAdditional phone features Regulatory and safety information 145149 Contents About the Nortel IP Phone 1150E Basic features About the Nortel IP Phone 1150E IP Phone 1150E Telephone controls Context-sensitive soft keys are locatedAbout 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 Call features and Flexible Feature Codes Telephone displaySecurity features Using encrypted callingManaging your Station Control Password Scpw To change your ScpwHighlight New Password To turn Password Protection on or offMode Entering text using the USB keyboard Entering and editing textApplication text entry Entering text using the telephone dialpad Editing text using the context-sensitive soft keysUSB keyboard function keys during telephone calls To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 1Editing context-sensitive soft key description Part 2 Connecting the components IP Phone 1150E connectionsConnecting the components of the phone Before you beginRemoving the stand Connecting the components Cable routing tracks Connecting the components Configuring Telephone Options Telephone Options menuUsing the Telephone Options menu To use the Telephone Options menuAdjusting the volume To adjust the volumeAdjusting the display screen contrast To adjust the display screen contrast Selecting a languageTo select a language Accessing display diagnostics Selecting date and time formatTo select a date and time format To use Display diagnostics Choosing a local dialpad toneTo choose a local dialpad tone Diagnostics Viewing phone informationTo view phone information To view diagnostic information Selecting a headset typeTo select a headset type Configuring call log options Configuring the Callers List logTo log only unanswered calls Configuring New Call Indication To configure New Call IndicationConfiguring Preferred Name Match To configure Preferred Name MatchConfiguring Area Code Setup To configure default area codes maximum of threeTo edit area code display Choosing a ring type To select a ring typeEnabling or disabling Call Timer Setting the call indicator lightTo enable or disable Call Timer To turn the call indicator light on or offChanging feature key labels To rename the labelsTo restore the default labels Configuring the name display format To configure name display formatUsing the Password Admin menu To change your ScpwEnable Password Protection Choose one of the following context Call Center Agent/Supervisor Features Agent loginTo login as an agent Headset interfaceLogin with Agent ID and Multiple Queue Assignment MQA To login with Agent ID and MQALogin without Supervisor ID To login without Supervisor IDWithout Priority With PriorityDefault login To correct errors during the login procedureTo use the default login feature ExampleAgent logout To logoutCall Center Agent features Use Activity CodeAnswer Call Center calls To capture activitiesCall Forcing When you have an emergency situation Emergency KeyUse Not Ready To be taken out of the queueActivate Make Set Busy Making non-ACD callsTo activate Make Set Busy To deactivate Make Set BusyContact your supervisor To answer a non-ACD callTo call your supervisor To return to the ACD callTo 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 progressTo return from Walkaway Press the key next to the flashing indicator Call Center Supervisor Features LCD status indicatorsAgent Keys Answer Agent Answer EmergencyTo disconnect an agent call To disconnect from the emergency callCall Agent Use the Supervisor Observe and Supervisor Headset PortTo call an agent To leave Call Agent stateTo use the Supervisor Talk/Listen feature Observe AgentTo mute the Supervisor headset To observe an agentTo talk to an agent you are observing To leave the Observe stateNight Service To enter Night ServiceInterflow To activate InterflowTo transition to Night Service To exit Night ServiceIP Phone 1150E non-ACD call features Make a callTo make a call Using Predial To use PredialUsing Auto Dial To use Auto DialTo display the Auto Dial number To store an Auto Dial numberUsing Ring Again To call a Ring Again party when you receive notificationTo use Ring Again Using Last Number Redial Using Speed CallTo cancel Ring Again before notification To use Last Number RedialTo store or change a Speed Call number Press the Speed Call Controller KeyUsing System Speed Call To make a System Speed CallUsing Intercom calling Using Hot LineTo use Hot Line To make an Intercom callAnswering a call To answer a callWhile on an active call To place a call on HoldTo retrieve a call on hold To use the Transfer feature Transferring a callUsing Timed Reminder Recall To use Timed Reminder RecallIf the transferred call is not answered, your phone rings Using Attendant Recall Using Call ParkTo contact the attendant while on a call To park a call on a System Park DNTo park a call on a DN other than the System Park DN To retrieve a parked callCalling Party Number/Charge Account Displaying incoming callsTo record the calling party number or charge account number Tracing a Malicious call To use Call Trace while you are on a callTo use Call Trace if you do not have a Call Trace Key Additional Call Features Using the buzz signalUsing Call Page Connect to make an announcement To buzz the phone linked to yoursCharging a call or charging a forced call To disconnect from the paging systemTo charge a call to an account when you transfer a call To charge a call in progressDial the number of the phone where Using Enhanced Override To use Enhanced OverrideTo end the connection Using Forced Camp-on To use Forced Camp-onOverride Feature To override a busy/engaged signalTo answer a camped-on call Using Privacy Release Using RadioTo use Privacy Release while on an established call To use Automatic Pre-selectionMeet meTo use Automatic Post selection Using Voice Call To use the Special Radio Paging featuresTo make a voice call Using the Voice Messaging control screens To respond to a voice callTo use Voice Messaging controls 106 Activate Automatic Answerback Activate Call PickupTo use Automatic Answerback To deactivate Automatic AnswerbackUse Call Waiting To answer an incoming call in another Call Pickup GroupTo answer an incoming call while on another call To return to your first phone callIf you do not have a Call Waiting Key Forward calls To forward your callsTo view the number that your calls are being forwarded to To cancel Call Forward To cancel Internal Call ForwardForward internal calls only To forward your internal callsUse Remote Call Forward To reinstate Internal Call Forward to the same numberTo activate Remote Call Forward To cancel Remote Call Forward Secure your phone To lock your phoneTo unlock your phone Set up a Conference call To change your password must be done from your phoneTo set up a conference call Join a call Selectable Conferee Display and Disconnect To view active confereesTo disconnect a conferee Use Group Call To call group membersTo answer a Group Call To end a Group Call Additional phone features Using the Personal DirectoryTo add an entry To edit an entry To delete an entry To search for an entryUsing the Callers List To dial an entry Using the Redial List To delete the entire Callers ListTo delete the entire Redial List Using Virtual Office Logging in to Virtual Office Virtual Office connection availabilityUsing Virtual Office on your Remote phone Logged in to an IP Phone 1150E Using Virtual Office on your Office phone Logged in to an IP Phone 1150E using an IP SoftphoneOffice phone displays the message Logged Out Logging out of Virtual Office To log out from a Remote phoneTroubleshooting Virtual Office Troubleshooting Virtual Office Part 1Troubleshooting Virtual Office Part 2 Using Media Gateway 1000B Troubleshooting Virtual Office Part 3Normal Mode Local ModeUsing Test Local Mode Using Resume Normal ModeTroubleshooting MG 1000B Troubleshooting MG 1000BAdditional phone features 140 Regulatory and safety information EMC compliance Jurisdiction Standard DescriptionVcci DenAn regulatory notice for Japan Other Terms you should know Information display 147 148 Index 150 151 152 Page Copyright 2006 Nortel Networks. All rights reserved