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Nortel Networks 1150E manual Night Service, To activate Interflow, To stop Interflow

Models: 1150E

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Call Center Supervisor Features

Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.

To activate Interflow:

1.Press the Interflow Key.

The indicator flashes and excess calls are routed to the destination.

To stop Interflow:

1. Press the Interflow Key again.

Night Service

To enter Night Service:

Night	1. Press the Night Key and dial 6
	(6=N for Night).
	The indicator lights continuously. All
	calls in the queue and new calls receive
	Night Service.

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Nortel Networks 1150E manual To activate Interflow, To stop Interflow, To enter Night Service

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 145 Regulatory and safety information149 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 and editing text Entering text using the USB keyboardApplication text entry Editing text using the context-sensitive soft keys Entering text using the telephone dialpadUSB 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 Selecting a language To adjust the display screen contrastTo select a language Selecting date and time format Accessing display diagnosticsTo select a date and time format Choosing a local dialpad tone To use Display diagnosticsTo choose a local dialpad tone Viewing phone information DiagnosticsTo view phone information Selecting a headset type To view diagnostic informationTo select a headset type Configuring the Callers List log Configuring call log optionsTo 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 LCD status indicators Call Center Supervisor FeaturesAgent 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 ServiceMake a call IP Phone 1150E non-ACD call featuresTo make a call Using Predial To use PredialUsing Auto Dial To use Auto DialTo display the Auto Dial number To store an Auto Dial numberTo call a Ring Again party when you receive notification Using Ring AgainTo 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 callTo place a call on Hold While on an active callTo retrieve a call on hold To use the Transfer feature Transferring a callTo use Timed Reminder Recall Using 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 callDisplaying incoming calls Calling Party Number/Charge AccountTo 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 To use Enhanced Override Using Enhanced OverrideTo end the connection Using Forced Camp-on To use Forced Camp-onTo override a busy/engaged signal Override FeatureTo 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 To use the Special Radio Paging features Using Voice CallTo make a voice call To respond to a voice call Using the Voice Messaging control screensTo 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 return to your first phone call To answer an incoming call while on another callIf you do not have a Call Waiting Key To forward your calls Forward 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 callsTo reinstate Internal Call Forward to the same number Use Remote Call ForwardTo activate Remote Call Forward To cancel Remote Call Forward To lock your phone Secure your phoneTo unlock your phone To change your password must be done from your phone Set up a Conference callTo set up a conference call Join a call To view active conferees Selectable Conferee Display and DisconnectTo disconnect a conferee Use Group Call To call group membersTo answer a Group Call To end a Group Call Using the Personal Directory Additional phone featuresTo 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