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Nortel Networks 1150E manual To transition to Night Service, To exit Night Service

Models: 1150E

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Page 77

Call Center Supervisor Features

To transition to Night Service:

Night	1. Press the Night Key and dial 8
	(8=T for Transition).
	The indicator flashes. Calls in the queue
	remain in the queue and new calls
	receive Night Service.
To exit Night Service:
Night	1. Press the Night Key and dial 3
	(3=D for Day).
	The indicator flashes. New calls enter
	the queue.

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Image 77

Nortel Networks 1150E manual To transition to Night Service, To exit Night Service

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 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 CodesUsing encrypted calling Security featuresManaging your Station Control Password Scpw To change your ScpwTo turn Password Protection on or off Highlight New PasswordMode Application text entry Entering text using the USB keyboardEntering and editing text USB keyboard function keys during telephone calls Entering text using the telephone dialpadEditing text using the context-sensitive soft keys 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 select a language To adjust the display screen contrastSelecting a language To select a date and time format Accessing display diagnosticsSelecting date and time format To 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 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 typeSetting the call indicator light Enabling or disabling Call TimerTo enable or disable Call Timer To turn the call indicator light on or offTo 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 Agent login Call Center Agent/Supervisor FeaturesTo login as an agent Headset interfaceTo login with Agent ID and MQA Login with Agent ID and Multiple Queue Assignment MQATo login without Supervisor ID Login without Supervisor IDWithout Priority With PriorityTo correct errors during the login procedure Default loginTo use the default login feature ExampleTo logout Agent logoutUse Activity Code Call Center Agent featuresAnswer Call Center calls To capture activitiesCall Forcing Emergency Key When you have an emergency situationUse Not Ready To be taken out of the queueMaking non-ACD calls Activate Make Set BusyTo activate Make Set Busy To deactivate Make Set BusyTo answer a non-ACD call Contact your supervisorTo call your supervisor To return to the ACD callUse Walkaway and Return from Walkaway To use the Walkaway featureTo 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 Agent Keys Call Center Supervisor FeaturesLCD status indicators Answer Emergency Answer AgentTo disconnect an agent call To disconnect from the emergency callUse the Supervisor Observe and Supervisor Headset Port Call AgentTo call an agent To leave Call Agent stateObserve Agent To use the Supervisor Talk/Listen featureTo mute the Supervisor headset To observe an agentTo leave the Observe state To talk to an agent you are observingTo enter Night Service Night ServiceInterflow To activate 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 use Auto Dial Using Auto DialTo display the Auto Dial number To store an Auto Dial numberTo use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification Using Speed Call Using Last Number RedialTo cancel Ring Again before notification To use Last Number RedialPress the Speed Call Controller Key To store or change a Speed Call numberTo make a System Speed Call Using System Speed CallUsing Hot Line Using Intercom callingTo use Hot Line To make an Intercom callTo 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 Using Call Park Using Attendant RecallTo contact the attendant while on a call To park a call on a System Park DNTo 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 callTo use Call Trace if you do not have a Call Trace Key Using the buzz signal Additional Call FeaturesUsing Call Page Connect to make an announcement To buzz the phone linked to yoursTo 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 Using Radio Using Privacy ReleaseTo use Privacy Release while on an established call To use Automatic Pre-selectionMeet meTo 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 106 Activate Call Pickup Activate Automatic AnswerbackTo use Automatic Answerback To deactivate Automatic AnswerbackTo 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 cancel Internal Call Forward To cancel Call ForwardForward internal calls only To forward your internal callsTo activate Remote Call Forward Use Remote Call ForwardTo reinstate Internal Call Forward to the same number To 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 CallTo 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 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 Troubleshooting Virtual Office Part 3 Using Media Gateway 1000BNormal Mode Local 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