Calling an agent, Observing an agent | Nortel Networks NN10300-025

Observing an agent 37

2Press the Release key.

--End--

Calling an agent

Follow this procedure to call an agent.

You have the option to enter the agent’s ID, or use the key assigned to the agent. Agent IDs are configured by the system administrator. Contact your system administrator for more information. Each agent may be assigned to an Agent Status Lamp. See “Agent Status Lamp” (page 36) for more information.

Step Action

1Press Call Agent key.

You are in not-ready mode. See “Using the Not Ready feature” (page 31).

2Press the key assigned to the agent, or dial the agent’s ID.

3When the call is finished, press the Release key.

--End--

Observing an agent

Follow this procedure to monitor a call between an agent and a caller, without the agent or the caller knowing the call is being monitored.

Use the Call Agent feature to participate in the call.

Step Action

To observe the call

1Press the Observe key.

To conference the agent and the caller

2Press the Call Agent key.

You are in a three-way conference.

3Press the Release key when the call is finished, or you no longer want to monitor the call.

--End--

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks

Image 37

Nortel Networks NN10300-025 manual Calling an agent, Observing an agent, You are in a three-way conference

Contents

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