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Nortel Networks 1150E manual To talk to an agent you are observing, To leave the Observe state

Models: 1150E

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Call Center Supervisor Features

Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.

To talk to an agent you are observing:

1.Press the Observe Agent Key.

You now have a conference with the agent and the caller.

To leave the Observe state:

1. Press the Goodbye Key.

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Nortel Networks 1150E manual To talk to an agent you are observing, To leave the Observe state

Contents

IP Phone 1150E Page Revision history Revision history Contents Call Center Supervisor Features Call Center Agent/Supervisor FeaturesAdditional Call Features IP Phone 1150E non-ACD 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 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 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 Editing context-sensitive soft key description Part 1 To edit text with the context-sensitive soft keysEditing context-sensitive soft key description Part 2 IP Phone 1150E connections 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 menuTo adjust the volume Adjusting 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 To configure New Call Indication Configuring New Call IndicationTo configure Preferred Name Match Configuring Preferred Name MatchTo configure default area codes maximum of three Configuring Area Code SetupTo edit area code display To select a ring type Choosing a ring typeTo 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 To configure name display format Configuring the name display formatTo change your Scpw Using the Password Admin menuEnable 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 MQAWith Priority Login without Supervisor IDTo login without Supervisor ID Without PriorityExample 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 Call Center Supervisor Features LCD status indicatorsAgent Keys To 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 ServiceIP Phone 1150E non-ACD call features Make a callTo make a call To use Predial Using PredialTo store an Auto Dial number Using Auto DialTo use Auto Dial To display the Auto Dial numberUsing Ring Again To call a Ring Again party when you receive notificationTo use Ring Again To use Last Number Redial Using Last Number RedialUsing Speed Call To cancel Ring Again before notificationPress the Speed Call Controller Key To store or change a Speed Call numberTo make a System Speed Call Using System Speed CallTo make an Intercom call Using Intercom callingUsing Hot Line To use Hot LineTo answer a call Answering a callWhile on an active call To place a call on HoldTo retrieve a call on hold Transferring a call To use the Transfer featureUsing Timed Reminder Recall To use Timed Reminder RecallIf the transferred call is not answered, your phone rings 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 DNCalling Party Number/Charge Account Displaying incoming callsTo record the calling party number or charge account number To use Call Trace while you are on a call Tracing a Malicious callTo use Call Trace if you do not have a Call Trace 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 Using Enhanced Override To use Enhanced OverrideTo end the connection To use Forced Camp-on Using Forced Camp-onOverride Feature To override a busy/engaged signalTo answer a camped-on call To use Automatic Pre-selectionMeet me Using Privacy ReleaseUsing Radio To use Privacy Release while on an established callTo 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 To deactivate Automatic Answerback Activate Automatic AnswerbackActivate Call Pickup To use Automatic AnswerbackTo answer an incoming call in another Call Pickup Group Use Call WaitingTo 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 forward your internal calls To cancel Call ForwardTo cancel Internal Call Forward Forward internal calls onlyUse 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 To call group members Use Group CallTo answer a Group Call To end a Group Call Additional phone features Using the Personal DirectoryTo add an entry 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 Virtual Office connection availability Logging in to Virtual OfficeUsing 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 OfficeTroubleshooting Virtual Office Part 1 Troubleshooting Virtual OfficeTroubleshooting Virtual Office Part 2 Local Mode Using Media Gateway 1000BTroubleshooting Virtual Office Part 3 Normal ModeUsing Resume Normal Mode Using Test Local ModeTroubleshooting MG 1000B Troubleshooting MG 1000BAdditional phone features 140 Regulatory and safety information Jurisdiction Standard Description EMC complianceVcci 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