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Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide.
Title page.
Revision history 3 Revision histor y June 2006 S tan dard 6.00. This d ocument is up-issue d to reflect additional information ab out reserved ke yboard keys. March 2006 S tan dard 5.00. This d ocument is up -issued to su pport Nortel Communication Ser ver 1000 Release 4.
Revision history 4.
Contents 5 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Components . . . . . . . . . . . . . . . . . . . . . . . .
Contents 6 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphone 2050 overvie w 7 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone application that yo u can use to make and take calls over your computer. Using a head set or handset connected to your PC, you contr ol calls with the click of the mouse pointer, from yo ur PC keyboard , or from the USB Audio Adapter.
IP Softphone 2050 overview 8 — Shift (Outbox) — Services — Expand • Dedicated call pr ocessing keys: —H o l d — Goodbye —A n s w e r —V o l u m e —M u t e —N a v i g a t i o n — .
IP Softphone 2050 overvie w 9 • “Local Dir ectory windo w” on page 9 • “Settings window” on page 9 • “System tray icon and menu” on page 9 • “i2050.exe application ” on page 10 Call Contr ol window The IP Softphone 2050 Call Contro l window displays the line keys, feature bu ttons, and call disp lay.
IP Softphone 2050 overview 10 i2050.exe application The i2050.e xe application lets the IP Softphone 2050 communicate with the server. It launches when you start the IP Softphone 2 050 but remains hidden in the backg round. To verify tha t the i2050.exe is running, ope n the Windows Task Manager.
IP Softphone 2050 Call Control window 11 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window suppo rts the 1140 skin— designed to look and feel like th e de sktop IP Phone 1140—a s well as an additional two compact skins, available in bla ck and silver.
IP Softphone 2050 Call Control window 12 Call Contr ol window The Call Control window (see Figure 3 below and Figu re 4 on page 13) includes the stand ard features that let you ma ke and manage telephone calls. For information on the elements of the Call Control window, see Table 1 on page 1 4.
IP Softphone 2050 Call Control window 13 Figure 4: Call Control Wi ndow—Compact Sk in (silver) Accessibility Inter face______________________________ The Accessibility Interface works with JAWS® for Windows from Freedom Scienti fic—screen reading software that lets visually impaired users access the full range of IP Softphon e 2050 features.
IP Softphone 2050 Call Control window 14 Call Contr ol window elements and functions Table 1 describes the elem ents and fu nctions of the Ca ll Control w indow.
IP Softphone 2050 Call Control window 15 Navigation arrows To scroll through menus and lists in the display area. Use the Send/Enter key at the center of the navigation c luster t o confirm m enu selec tion (1 140 skin only). Volume decrea se increase To increase or decrease the he adset volume.
IP Softphone 2050 Call Control window 16 Hot keys You can assign keyboar d hot keys to access the full range of Call Con trol window functions and menu options.
IP Softphone 2050 Call Control window 17 4. Under Press a new shortcut key , enter the key combination—“Alt + Ctrl + V”, fo r exam ple—that you want as your h ot key. 5. Click Assign . Note: If the key combination is already taken, the previously assig ned feature ap pears in the Shortcut curre ntly used by text box.
IP Softphone 2050 Call Control window 18 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage ph one calls and messages without openin g the Call Control window. To access the menu, rig ht-click the IP Softphone 2050 icon found in the Windows taskbar system tray.
IP Softphone 2050 Call Control window 19 • Select Make Call to open the Phone Nu mber dialog box. • Select Features to access server-sup ported features. • Select Macros to access your list of macros. • Select Open to open the Call Control win dow.
IP Softphone 2050 Call Control window 20 Local Director y The IP Softphone 2050 Local Directory (Fig ure 6) lets you store as many phone directories on yo ur comput er as you nee d. You can use the Shortcut Bar to organize yo ur contacts into smaller group s of shortcut links.
IP Softphone 2050 Call Control window 21 The Shortcut Bar on the left side of th e window lists all gr oups of shortcu t links, including: • Local Directory—main directory co ntacts • Redial Lis.
IP Softphone 2050 Call Control window 22 For more in formation abo ut ma naging contacts, refer to the IP Softphone 2050 User Guide. CS 1000 Director y The CS 1000 Directory mainta ins contact information and ser ver- supported feature s in a remote, central da tabase called the Applica tion Server.
IP Softphone 2050 Call Control window 23 Note: Th e Personal Direc tory , Redi al List, and Callers List features have a one-minute time-out control per iod. If the application rest s idle for one minute durin g any of the op erations, the list closes and your IP Softphone 2050 return s to the idle sta te.
Agent and Supervisor features 24 Agent and Super visor features This section describe s login featur es co mmon to th e Call Center Agent and Supervisor.
Agent and Supervisor features 25 To login an agent: 1. Click InCalls (Figure 7, page 24). 2. If Enter Agent ID appears on the screen, use the keypad in the Call Control window to en ter your Agent ID. 3. Click the pound key (#). The phone goes into a NotReady state.
Agent and Supervisor features 26 Login Option ent ries The login optio ns require the following entri es: • A four-d igit Agent ID • A Supervisor ID (if your queue requir es one) • Up to five ACD DNs and priority va lues (if priority values are bein g used), te rminat ed by ## .
Agent and Supervisor features 27 Logging in: No Super vis or ID, With Priority To log in using the No Supe rvisor ID, With Priority optio n: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial Priority 1 #. 5. Dial ACD DN 2 # . 6. Dial Priority 2 #.
Agent and Supervisor features 28 12. Dial ACD DN 5 # . 13. Dial Priority 5 ## . Click InCalls or NotReady to enter the ACD queue. Note: T o choose the default Priority or Supe rvisor ID, enter # instead of a Priority entry or a Supe rvisor I D entry (t he Priority or Supervis or ID fo r your set is used).
Agent features 29 Agent features The following sections describe features that are available to agents: • “Answering ACD calls” on page 29 • “Using Fo rce Call” on page 3 0 • “Using Ac.
Agent features 30 • Click NotReady . (This removes you from th e queue but keep s you logged in as an agent po sition.) • Wait for the caller to termi nate the call . • On your PC keyboard, pr ess F12 . Using Force Call Use the Force Call featur e to automatically connect an incom ing ACD call.
Agent features 31 Using Emer gency Use the Emergency featu re to contact your supervisor imme diately in an emergency situation . The Emergency ind icator remains li t as long as the feature is activ e. To use the Emerge ncy feature, do the fo llowing: 1.
Agent features 32 Contacting your super visor Use the Supervisor feature to do the following: • Answer a call from your su pervisor • Answer a call from your su pervisor when on an other call • .
Agent features 33 Placing a call to your su pervisor when on another call To place a call to your supervi sor: 1. Click Supervisor . Calls are automatically put on hold when using Supervisor .
Supervisor feature s 34 Super visor features This section desc ribes the follow ing features that are available to supervisors: • “Using Answer Age nt” on page 34 • “Using Agent key” on pa.
Supervisor features 35 To activate the Agent feature: 1. Click Call Agent or Observe Agent . 2. Click Agent . Table 2 lists agen t status indications. Using Answer Emer gency Use the Answer Emergency feature to receive calls fr om agents in an emergency situation .
Supervisor feature s 36 Using Call Agent Use the Call Agent feature to contact an agent. To use the Call Agent featu re, do the following: 1. Click Call Agent . 2. Click a selected Agent key or dial the agent’s Positio n ID. 3. To end the call, click Goodbye .
Supervisor features 37 T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1. Click Night . 2. Click the 8 key (T for Transition) to activate Transition mode. Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive night service.
Supervisor feature s 38 Using Display Agent Status Use the Display Agen t feature to view a summary of current status for all agents that have an agent Po sition ID key assign ed on t he Supervisor’s telephone. See Fi gure 8 below. Click Display Agent .
Supervisor features 39 Using Display Queue Use the Display Queue feature to view th e status of all calls waiting in the queue. To activate Display Queue , click Display Queue . Your queue status a ppears in the display area of the Call Con trol window.
Supervisor feature s 40 Slow Flashing Busy Calls are backing up in th e queue. Calls overflowing to this qu eue are no t being accepted . Fast Flashing Overloaded You have too many calls in this queue.
Index 41 Index A Activity Code, 30 Agent ID, 24, 26 Agent Login, 24 Agent, 34 Answer Agent, 34 Answer Emergency, 35 Answer, 15 Automatic Call Distribution (ACD), 24 C Call Agent, 36 Call Control Windo.
Index 42 Non-ACD calls, 31 NotReady, 28, 31 O Observe Agent, 34 Observe, 37 Outbox/Shift, 16 P Primary display, 14 Priority 28 Q Quit, 14 R Release, 15 S Services, 16 Skin display 1140 skin, 10 compac.
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Nor tel Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2006 Nortel Networks. All rights reserved. The information in this documen t is subje ct to change without notice .
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