Manuale d’uso / di manutenzione del prodotto NN43119-100 del fabbricante Nortel Networks
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Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide.
Title page.
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Revision history 9 Revision histor y June 2010 S t andard 04.01. This document is up-issued to supp ort Communication Server Release 7.0. June 2009 S t andard 03.02. This document is up-issued to suppor t IP Softphon e 2050 Release 3.3 with Commun ication Server Release 5.
Revision history 10 March 2006 S tandard 5.00. This docum ent is up-issued to support Nortel Communication Server 1000 Rele ase 4.5, for the IP Softphon e 2050 V ersion 2. August 2005 S tandard 4.00. This docum ent is up-issued to support Nortel Communication Server 1000 Rele ase 4.
Revision history 11.
Contents 12 Contents IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . 15 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . .
Contents 13 For Basic ACD or Contact C enter Manager . . . . . . . . . . . 33 Logging in using Agent ID and Multiple Qu eue Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority .
Contents 14 Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphone 2050 overview 15 IP Softphone 2050 over view The IP Softphone 2050 is a business telephone app lication that you can use to make and take calls over your computer. Using a headse t or handset connected to your PC, you control calls with the click of the mouse pointer, from your PC keyboard, or from the USB Audio Adapter.
IP Softphone 2050 overview 16 — Shift (Outbox) — Services — Expand • Dedicated call processing 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 overview 17 • Always-on-top option that keeps the Call Co ntrol window on top of a ll other open ap plications Components The IP Softphone 2050 supports six main components: • .
IP Softphone 2050 overview 18 For more information about the Setting s window, consult the IP Softp hone 2050 User Guide (NN43119-101) . System tray icon and menu You can right-click the IP Softphon e 2050 system tray icon—located at the right side of the Windows taskbar at the bottom of your screen—to make and mana ge calls.
IP Softphone 2050 Call Control window 19 IP Softphone 2050 Call Contr ol window The IP Softphone 2050 Call Control window supports the 110 0 theme— designed to look and feel like the desktop IP Phone 1100 series—as well as an additional two compact them es , available in b lack and silver.
IP Softphone 2050 Call Control windo w 20 Call Contr ol window The Call Control window (see Figu re 1 below and Figure 2 on page 21) includes the standard fe atures that let you make and mana ge telephone calls. For information on the elements of the Call Control windo w, see Table 1 on page 2 2.
IP Softphone 2050 Call Control window 21 Figure 2: Call Contr ol Window—Compac t Theme (silver) Accessibility Inter face The Accessibility Interface works with JAWS® for Window s from Freedom Scientific—screen reading software th at lets visually impaired users access the full range of IP Softphone 20 50 features.
IP Softphone 2050 Call Control windo w 22 Call Contr ol window elements and functions Table 1 de scribes the elements and functions of the Call Co ntrol window .
IP Softphone 2050 Call Control window 23 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 to co nfirm menu selec tion (1 100 series theme only). Volume decrease increase To increase or de crease the volume.
IP Softphone 2050 Call Control windo w 24 Hold To place an active call on hold. The feature ke y label for the line on hold displays a flashing icon to ind icate that the cal l is on hold. Return to the call by clicking the Line button of the call on hold.
IP Softphone 2050 Call Control window 25 Hot keys You can assign keyboard ho t keys to access the full range of Call Control window functions and menu options. Adding a hot key To add a new hot key: 1. Click the Menu button. 2. Select File > Settin gs > Hot Keys.
IP Softphone 2050 Call Control windo w 26 To assign a hot key, yo u can ente r any keyboard key combination except for the following: •A t o Z • Shift-A to Shift-Z • Alt-A to Alt-Z • 0 to 9 .
IP Softphone 2050 Call Control window 27 System tray icon and menu Use the IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Ca ll Control window. To access the menu, right-click the IP Softphon e 2050 icon found in the Windows taskbar system tray.
IP Softphone 2050 Directories 28 IP Softphone 2050 Directories The IP Softphone 2050 uses two directories for maintaining and accessing co ntacts: the Local Directo ry, stored on your local har d drive, and the CS 1000 Directory, stored on your server.
IP Softphone 2050 Directories 29 Opening a Local Directory from the Call Control window To open a Local Directory: 1. On the Call Control window, click the Menu bu tton. 2. Select View > Local Directory . 3. Select one of the fo llowing: — On the Shortcut Bar, select Directories > Loc al Directory .
IP Softphone 2050 Directories 30 For more info rmation about ma nag ing contacts, refer to the IP Softphone 2050 User Guide (NN43119-101) . CS 1000 Director y The CS 1000 Directory maintains co ntact information and server- supported features in a remote , central database called the App lication Server.
IP Softphone 2050 Directories 31 For further inform ation about the Nortel IP Softp hone 2050, consult IP Phones Fundamentals (NN430 01-368)..
Agent and Supervisor features 32 Agent and Super visor features This section describes login featur es common to th e Call Center Agent and Supervisor. The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window.
Agent and Supervisor features 33 Logging in without Agent ID For basic ACD If your ACD configuration does not rely on Agent ID, wh ich is often the case if you do not share your phone with another person , use the following procedure to log in to an Automatic Call Distribution (ACD) queue.
Agent and Supervisor features 34 Logging in using Agent ID and Multiple Queue Assignments If your configuration uses Multip le Queue Assignment (MQA, use the following procedure. M QA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the optio n of adding a Supervisor ID and up to five Priority values.
Agent and Supervisor features 35 Logging in: No Super v isor ID, No Priority To login using the No Supervisor ID, No Priority option: 1. Click InCalls . 2. Dial Agent ID # . 3. Dial ACD DN 1 # . 4. Dial ACD DN 2 # . 5. Dial ACD DN 3 # . 6. Dial ACD DN 4 # .
Agent and Supervisor features 36 7. Dial ACD DN 3 # . 8. Dial Priority 3 #. 9. Dial ACD DN 4 # . 10. Dial Priority 4 #. 11. Dial ACD DN 5 # . 12. Dial Priority 5 ## . Logging in: Super visor ID, With Priority : To log in using the Supervisor ID, With Priority option: 1.
Agent and Supervisor features 37 Using Default Login If you normally use the same telephone for each shi ft, use the Default Login once at the beginning of a shift. The Default Login uses your previous shift’s login to place you in the same ACD queues and with the same Supervisor.
Agent features 38 Agent features The following sections descri be features that are available to agents: • “Incoming Call Notification” on page 38 • “Incoming Call Notification” on page 38.
Agent features 39 Answering ACD calls Click InCalls to answer th e next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/fe ature keys (see Figure 3 on pa ge 32). Answering a call The indicator ne xt to the InCalls key flashes on incoming call s.
Agent features 40 When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goe s to your agent posit ion. To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls .
Agent features 41 Using Emer gency Use the Emergency feature to conta ct your supervisor immediately in an emergency situation. Th e Emergency indicator r emains lit as long as the feature is active. To use the Emergency fea ture, do the following: 1.
Agent features 42 Using SA VE key Use the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operations - If the SAVE key is clicked during an active call, the call is saved.
Agent features 43 Using NotReady Use the NotReady feature to take your telephone out of the call queue while completing post-call work. The No tReady indicator remains lit as long as the feature is active. Note: If you don’t activ ate Make Set Busy or Not Ready , the system will continue to direct callers to your phone.
Agent features 44 Answering a call from your supervisor When the indic ator next to t he Supervisor key flashes, cli ck Supervisor . The indicator remains lit as l ong as the call remains active. Answering a call from your supervisor wh en on a call Answering a call from your superviso r when on another call.
Supervisor features 45 Super visor features This section describ es the following features that are available to supervisors: • “Using Answer Agent” on page 45 • “Using Agent key” on pag e.
Supervisor features 46 Using Agent key Use the Agent feature to conn ect, observ e, or monit or the status of each agent positi on. Each A gent key links to a particular agent position when used with the Call Age nt or Observe Age nt key. To activate the Agent feature: 1.
Supervisor features 47 Note: If Contact Center Manager Administration is in u se, and if multiple Agents have pressed Emergency , the conne cted PC displays a list of Agents who have pres sed Emergency . Using Call Agent Use the Call Agent feature to contact an agent.
Supervisor features 48 Activating Night Service To activate Night Serv ice, do the following: 1. Click Night . 2. Click the 6 key (N for Night) to go into Night Service. T ransitioning to Night Ser vice To transition into Night Se rvice, do the following: 1.
Supervisor features 49 3. To terminate the observation, click Observe . Using Display Agent Status Use the Display Agent featur e to view a summary of current status for all agents that have an agent Position ID key assigned on the Su pervisor’s telephone.
Supervisor features 50 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 appe ars in the display are a of the Call Control window.
Supervisor features 51 Slow Flashing Busy Calls are backing up in the queue. Calls over flowing to this queue are not being accepted. Fast Flashing Overloaded You have too many calls in this queue.
Supervisor features 52.
Index 53 Index A Activity Code, 40 Agent ID, 34 Agent, 46 Answer Agent, 45 Answer Emergency, 46 Answer, 23 C Call Agent, 47 Call Control Window 1140 skin, 20 Compact Skin, 21 Copy, 22 CS 1000 Director.
Index 54 No Supervisor ID, With Priority, 35 Non-ACD calls, 43 NotReady, 36, 37, 43 O Observe Agent, 46 Observe, 48 Outbox/Shift, 25 P Primary display, 22 Priority 36 Q Quit, 22 R Release, 24 S Servic.
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Norte l Communication Ser ver 1000 IP Softphone 2050 Call Center User Guide Copyright © 2002-2010 Nortel Network s. All right s reserved. LEGAL NOTICE While the information in this document is believ.
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In una situazione in cui hai già il Nortel Networks NN43119-100, ma non hai ancora letto il manuale d’uso, dovresti farlo per le ragioni sopra descritte. Saprai quindi se hai correttamente usato le funzioni disponibili, e se hai commesso errori che possono ridurre la durata di vita del Nortel Networks NN43119-100.
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