Nortel NN43112-107 Bedienungsanleitung

Nortel Communication Server 1000

IP Phone 1120E

Call Center User Guide

Title page

Revision history

May 2007

Standard 01.01. This document is up-issued to support

CS 1000 Release 5.0. This document reflects the new document

number.

January 2006

Standard 1.00. This document is issued for Nortel

Communication Server 1000 Release 4.5.

Revision history

Contents

About the Nortel IP Phone 1120E . . . . . . . . . . . . . . . . . . . . . 7

Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 17

Logging in without Agent ID (for

basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Logging in with Agent ID (for Basic ACD

or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Logging in using Multiple

Queue Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . 19

Logging in with an Agent ID and MQA login options . . . . 19

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 25

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 27

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About the Nortel IP Phone 1120E

The Nortel IP Phone 1120E brings voice and data to the desktop by

connecting directly to a Local Area Network (LAN) through an Ethernet

connection.

Note: In this guide, self-labeled line/programmable feature key labels

appear beside the keys, and context-sensitive soft key labels appear

directly above the keys. Figure 1 shows the key labels.

Figure 1: Self-labeled line/programmable feature keys and

context-sensitive soft key labels

Note: Some features are not available on all telephones. Consult

your system administrator to verify the features that are available on

your telephone.

Basic features

Your IP Phone 1120E supports the following features:

• four self-labeled line/programmable feature keys with labels and

indicators

• four context-sensitive soft keys

For information about the context-sensitive soft keys, see New in This

Release Communication Server Release 5.0 (NN43001-115).

About the Nortel IP Phone 1120E

Note: Some IP Phone 1120E phones are not configured to support

soft key functionality. Consult your system administrator.

• graphical, high-resolution LCD display, backlit, with adjustable

contrast

• high-quality speaker phone

• volume control keys for adjusting ringer, speaker, handset, and

headset volume

• six specialized feature keys:

—Quit

— Directory

— Message/Inbox

— Shift/Outbox

— Services

—Copy

• six call-processing fixed keys:

—Mute

— Handsfree

— Goodbye

— Expand

— Headset

—Hold

• gigabit Ethernet ports

• built-in gigabit Ethernet switch for shared PC access

• headset jack with an On/Off key

• USB port to support a keyboard or mouse

Note: Powered downstream 1.1-compliant USB hubs are supported,

including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.

• automatic network configuration

• Graphical XAS

• hearing aid compatibility

About the Nortel IP Phone 1120E

• Accessory Expansion Module port to connect the Expansion Module

for IP Phone 1100 Series (Expansion Module)

For information about using the Expansion Module, see the Expansion

Module for IP Phone 1100 Series User Guide (NN43130-101).

Figure 2 shows the IP Phone 1120E.

Figure 2: IP Phone 1120E

Telephone controls

This section describes the controls on the IP Phone 1120E. In some

geographic regions, the IP Phone 1120E is offered with key caps that

have English text labels. In this document, text in parentheses indicates

the labels that appear on the key caps, for example, (Services).

About the Nortel IP Phone 1120E

Table 1: Telephone controls

Context-sensitive soft keys are located

below the display area. The LCD label above

each key changes based on the active

feature.

When a triangle appears before a soft key

label, the feature is active.

Press the More key to access the next layer

of soft keys.

The keys on either side of the LCD display

area are self-labeled line/programmable

feature keys, with labels on the LCD. These

keys also function as line (DN) keys.

A steady LCD light beside a line (DN) key

indicates that the line is active. A flashing

LCD light indicates the line is on hold or the

feature is being programmed.

Note: Throughout this document, the

ACD line key is indicated by the line

number 2260. The ACD line number that

appears on your phone can be a

different number.

A steady LCD light beside a feature key

indicates that the feature is active. A flashing

LCD light indicates that the feature is being

programmed.

Fwd

AutoAns Z

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