Nortel 1140E User manual

Nortel Communication Server 1000

IP Phone 1140E

Call Center User Guide

Title page

Revision history

June 2010

Standard 04.01. This document is up-issued to support

Communication Server 1000 Release 7.0.

May 2009

Standard 03.01. This document is up-issued to support

Communication Server 1000 Release 6.0.

April 2008

Standard 02.01. This document is up-issued to support

Communication Server 1000 Release 5.5 for UNIStim 3.0.

May 2007

Standard 01.01. This document is up-issued to support

CS 1000 Release 5.0. This document reflects the new document

number.

February 2006

Standard 3.00. This document is up-issued to support Nortel

Communication Server 1000 Release 4.5.

January 2006

Standard 2.00. This document is up-issued to support Nortel

Communication Server 1000 Release 4.5.

November 2005

Standard 1.00. This document is up-issued to support Nortel

Communication Server 1000 Release 4.5.

Revision history

Contents

About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7

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

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

Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 18

Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 18

Logging in with Agent ID (for Basic

ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 18

Logging in using Multiple Queue

Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 20

Logging in with an Agent ID and MQA login options . . . . 20

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 26

Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 28

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . 31

Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Contents

Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

About the Nortel IP Phone 1140E

The Nortel IP Phone 1140E brings voice and data to the desktop by

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

connection.

In this guide, sefl-labeled line/programmable feature key labels appear

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

above the keys. Figure 1 shows self-labeled line/programmable feature

keys and context-sensitive soft keys.

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

context-sensitive soft keys

Basic features

Your IP Phone 1140E supports the following features:

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

indicators

• four context-sensitive soft keys

About the Nortel IP Phone 1140E

For information about the context-sensitive soft keys, see Features and

Services Fundamentals - Book 2 of 6 (NN43001-106_B2).

Note: Some IP Phone 1140E 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. 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

About the Nortel IP Phone 1140E

• hearing aid compatibility

• wireless headset support using Bluetooth® 1.2

wireless technology compliant Audio Gateway

(Headset Profile, Bluetooth Power Class 2)

• 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 1140E.

Figure 2: IP Phone 1140E

About the Nortel IP Phone 1140E

Telephone controls

This section describes the controls on your IP Phone 1140E. In some

geographic regions, the IP Phone 1140E 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).

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 (self-labeled).

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 indicates the line is on hold or the

feature is being programmed.

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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