Terms you should know | Nortel Networks 1165E instruction

Terms you should know

Contact Center Manager

Nortel Contact Center Manager offers a scalable solution for dynamic contact center environments, providing skill-based routing, call treatment flexibility, real time displays, multimedia routing, comprehensive management and reporting tools, and a rich scripting language. For more information, visit www.nortel.com.

Context-sensitive soft keys

A group of keys programmed by your system administrator. These four keys, located directly below the display area, have four programmable layers. These keys are also used to configure parameters in the Telephone Options menu.

Date/time display

The current date and time when the telephone is in an idle state.

Directory Number (DN)

A number consisting of one to seven digits for a telephone, and also known as an extension number.

Feature display

An area that shows status information about the feature in use. It also displays the name and status of the active session.

Feature Status Lamp indicator

An LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, or off.

Fixed key

The hard-labeled keys on your telephone.

Flexible Feature Codes (FFCs)

Specialized codes entered using the dialpad that enable features (for example, Ring Again).

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Nortel Networks 1165E manual Terms you should know

Contents

IP Phone 1165E Page April October Revision history Contents Contents Basic features About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone controls On page 10 shows the IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E USB support On page 17 shows an idle LCD screen Call features and Flexible Feature Codes Security features Highlight New Password To change your Scpw To turn Password Protection on or off Mode Agent and supervisor features Logging in without Agent ID for basic ACD To log in as an agent Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login options To log Using Default Login To use Default Login Logging out To log out Answering ACD calls To answer the call Using Call Forcing To terminate the call To enable Call Forcing for headset users Using Return to Queue on No AnswerUsing Activity code To record activities Using Emergency To use Emergency To use Not Ready Using Not ReadyPlacing or answering non-ACD calls To place a call To answer a call from your supervisor Contacting your supervisorTo answer a call To answer a call from your supervisor while on another call To return to the ACD call To place a call to your supervisorTo conference in your supervisor during a call in progress Agent features Using Answer Agent To use Answer Agent Using the Agent key Using Answer Emergency To use Answer Emergency Using Call AgentTo use Call Agent To activate Night Service Using InterflowUsing Night Service To use Interflow To transition to Night Service To deactivate Night Service Observing a call To observe a call Displaying the queue To display information on your ACD queue Indicator Queue status Description Displaying agent status To display agent status Current status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice