Logging on to the ACD queue | Nortel Networks NN10300-025 guide

24Logging on

6If you make an error, press Clear to clear the field, and then enter the password again.

7Press Ok, or press the send key.

You are logged on and the Menu screen appears.

--End--

Logging on to the ACD queue

Follow this procedure to log on to the Automatic Call Distribution (ACD) queue.

You may be prompted to enter an Agent ID when you log on. Agent IDs are configured by the system administrator. Contact your system administrator for more information.

Step Action

1Press the In-Callskey.

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the In-Calls key.

2Dial your agent ID, if required.

3Perform one of these actions to enter the ACD queue:

•Press the In-Callskey.

•Press the Not Ready key.

--End--

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Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks

Image 24

Nortel Networks NN10300-025 manual Logging on to the ACD queue, You are logged on and the Menu screen appears

Contents

Nortel IP Phone 1150E User Guide Cicm Legal Notice Contents Using call hold Transferring a call Using conference call Logging off from the network Logging off the ACD queueAnswering a call Answering a second call Using call forward Navigating the menu system Using the mute feature Using the Inbox Making a call using the directory Features New in this releaseOther changes There are no other changes for this release New in this release Overview IP Phone terminal description Overview IP Phone terminal description Terminal display Softkey functionality Terminal indicators ACD keys USB keyboard USB mouse Feature IP Phone 1150E menu systemsLogoff Audio Language IP Phone 1150E menu systems Diagnostics UpgradeTime User How to use the navigation keys Menu hierarchy Connecting the IP Phone to the LAN Risk of equipment damage Procedure job aid Connecting the IP Phone to the LAN Logging on Logging on to the network Logging on to the ACD queue You are logged on and the Menu screen appearsPress the In-Callskey Logging on ACD feature indicator lamp is lit Logging offLogging off from the network Logging off the ACD queue Logging off Using a handset Using a handset Agent features Using the Activity feature Caller is connected. The in-calls indicator lamp is lit Follow this procedure to end an ACD callAnswering an ACD call Ending an ACD call Using the Emergency feature Using the Not Ready feature Using the Make Set Busy feature Answering a call from the supervisorYou are removed from the queue You are logged out of the ACD group Using the Walkaway feature In-calls indicator lamp flashesCalling the supervisor If you are on a call, that call is put on hold Walkaway feature is deactivated. You are in not-ready mode Connect the headset Supervisor features Using the Answer Agent feature Agent Status LampAnswering an emergency You are in not-ready mode. See Using the Not Ready feature Calling an agentObserving an agent You are in a three-way conference Using the Forced Agent Availability feature Using the Talk/Listen featureFor the location of the supervisor headset jack Press the supervisor Talk/Listen key again Using the Interﬂow feature Using the Night Service featureViewing agent status Viewing queue status Press the Display Agent keyPress the Display Queue key Information for the current queue is displayed Display Queue status indicator Following table lists the four states of the LCD indicatorIndication of the number of calls in the ACD queue Supervisor features Making a call using predial When the call is answered, begin speakingMaking a non-ACD call Editing a predialed number Originating a call from the Inbox or Outbox Number must be predialedPress the Inbox key or the Outbox key Making a non-ACD call Follow this procedure to answer the call Answering non-ACD callsAnswering a call Answering a second call Press the hold key to put the active call on hold Answering non-ACD calls Ending a non-ACD call Press the release key. The call is ended Ending a non-ACD call Using call hold While on a non-ACD callTransferring a call To put the call on hold, press the hold key Using conference call Using the mute featureCall is transferred Dial the number of the person you want to add to the call Red light is turned on to indicate the feature is enabled During a call, press the mute key While on a non-ACD call Using call forward To turn off call forward, press the forward key Using call forward Follow this procedure to navigate the main menu Navigating the menu systemNavigating the main menu Selected menu opens Navigating the Feature menu Navigating the Audio menu Navigating the Time menu Navigating the User menu See Changing your password Using the Audio menu Viewing and editing your audio proﬁle Changing the default volume Resetting the default volume of the headset Default volume is applied the next time the headset is used Selecting a headset typeSelecting the dialpad feedback Step Action Adjusting the contrast level of the display Adjusting the contrast level of the display Using the Feature menu Using the Assign menuFollow this procedure to open the Assign menu From the main menu, open the Feature menu Feature submenu appears Using the Feature menuSelect a key to change Using the Assign menu Directory contact list opens Labeling a feature key Using the Options menuNew label is applied. You return to the Feature menu Follow this procedure to open the Options menu Selecting the default line key Press Ok, or press the send key. The Options menu opens Press Yes, or press the send key Viewing features assigned to the ACD keys Viewing features assigned to the ACD keys Follow this procedure to select your language preference Press CancelSelecting the language Terminal now displays text in the selected language Selecting the language Using the Time menu Setting the time zoneEnabling Daylight Saving Time Time displayed changes to that of the selected zone Setting the time format Follow this procedure to disable Daylight Saving TimeDisabling Daylight Saving Time Select On Press Ok, or press the send key Setting the date format Check mark appears beside the format currently in use Resetting the default time Using the User menu Viewing your login typeFollow this procedure to view your user name Viewing your user name Viewing, disabling, or enabling the auto login feature Using the User menu Changing your password Enter your new password again Using the User menu Testing the local mode Testing the local mode Performing a ﬁrmware upgrade Second confirmation screen appears Performing a firmware upgrade Using the directory Adding or editing a directory entryDirectory menu opens Using the directory Deleting an entry from the directory Making a call using the directory Using the directory Using the Inbox Follow these procedures to use the Inbox Accessing the Inbox Using the InboxViewing Inbox call information Press the Inbox key Using the Inbox to make a call Follow this procedure to make a call from within the InboxStoring a number from the Inbox Resetting the Inbox Follow this procedure to delete the contents of the Inbox Using the Outbox Accessing the OutboxFollow these procedures to use the Outbox feature Follow this procedure to access and use the Outbox Using the Outbox Viewing Outbox call informationStoring a number from the Outbox Press the Outbox key Using the Outbox to make a call Resetting the OutboxFollow this procedure to make a call from within the Outbox Follow this procedure to delete the contents of the Outbox Using the Outbox Conﬁguring Bluetooth wireless headsets Pairing a wireless headset with the IP Phone Services menu is displayed Configuring Bluetooth wireless headsets Unpairing a wireless headset Select Pair Press the send keyDialog box appears, prompting you to enter a PIN Interaction with wired headsets Switching between a wireless and a wired headset Bluetooth headset feature activation Press the Exit key to toggle this option on or off Configuring Bluetooth wireless headsets Using the dialpad to enter text Letter appears on the display Using the dialpad to enter text Special characters Using a keyboard with an IP Phone Key Action Using a keyboard with an IP Phone ESC Access code summary Feature access codes Access code Access code summary Page Nortel IP Phone 1150E User Guide Cicm Carrier VoIP