Nortel 1165E Manuale utente

Nortel Communication Server 1000

IP Phone 1165E

Call Center User Guide

Title page

Revision history

April 2010

Standard 01.02. This document is up-issued to support

Communication Server 1000 Release 5.5 and

CS 1000 Release 6.0 with UNIStim 4.1.

October 2009

Standard 01.01. This document issued to support the IP Phone

1165E.

Revision history

Contents

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

Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

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

USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18

Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Station Control Password (SCPW) . . . . . . . . . . . . . . . . . 18

Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 21

Logging in with Agent ID (for Basic

ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 21

Logging in using Multiple Queue

Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 23

Logging in with an Agent ID and MQA login options . . . . 23

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 29

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 31

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Contents

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About the Nortel IP Phone 1165E

The IP Phone 1165E builds on the award-winning IP Phone 1100 Series

industrial design and offers a beautiful high resolution color display which

includes new graphical user interface elements that vastly improve the

quality of the user experience. The IP Phone 1165E provides easy

access to multiple lines and call processing features. It supports

converged (voice and data) applications through External Application

Server APIs to provide productivity enhancing applications and to enrich

user experience with advanced multimedia interaction. (see Note 1).

Users can fully experience the display capabilities by personalizing the

background image of the IP Phone 1165E display, and loading digital

pictures into the IP Phone to view a Digital Picture Slideshow when the IP

Phone is idle. The audio experience is enhanced through engineered

audio tuning, and supports wideband (see Note 2) with a newly-stylized

handset that has been softly contoured for additional comfort when using

the handset.

Note 1: This feature requires an External Application Server.

Note 2: Wideband has dependencies on Nortel Communication

Platform support, including Communication Server 1000 and is

minimum-release dependent.

Your Nortel IP Phone 1165E brings voice and data to the desktop by

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

connection.

For more information about the IP Phone 1165E, see the IP Phone

1165E User Guide (NN43101-102).

Basic features

Your IP Phone 1165E supports the following features:

• up to sixteen line/feature keys with indicators, using the Shift feature

• four soft keys to provide easy access to features and call control

• high resolution color display

About the Nortel IP Phone 1165E

• high-quality handsfree speakerphone

• wideband audio support for handset, headset, speaker, and

handsfree microphone

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

headset volume

• seven specialized feature keys

—Quit

— Directory

— Message/Inbox

— Shift/Outbox

— Services

—Copy

— Expand

• five call-handling keys:

—Mute

— Handsfree

— Goodbye

— Headset

—Hold

• two Gigabit Ethernet ports–for LAN and PC connections

• integrated headset support for wired and wireless options including

USB and Bluetooth Wireless Technology

• IEEE 802.3af Class 2 PoE or local AC power options

• Hearing aid compatibility

• USB port for connecting USB mouse, USB keyboard, USB headset,

USB flash drive and powered hubs

• USB access control (USB lock) that controls how the USB port on the

IP Phone 1165E can be used

About the Nortel IP Phone 1165E

• support for Graphical External Application Server (GXAS) protocol

that enables External Application Server APIs to provide feature

functionality

• support for IP Phone 1100 Series Expansion Module to add keys

For information about using the Expansion Module, see the Expansion

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

About the Nortel IP Phone 1165E

Telephone controls

Figure 1 on page 10 shows the IP Phone 1165E.

Figure 1: IP Phone 1165E

This section describes the controls on your IP Phone 1165E.

Context-sensitive soft keys are located

below the display area. The LCD label above

each key changes based on the active

feature. These keys are referred to as Soft

keys throughout this document.

When a triangle appears before a soft key

label the feature is active.

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