Nortel i2004 User manual

Meridian 1, Succession 1000, Succession 1000M
Succession 3.0 Software
i2004 Internet Telephone Call Center
User Guide
Title page

3
Revision history
Revision history
October 2003 Standard 2.00. This document is up-issued to support
Succession 3.0 Software.
September 2002 Standard 1.00. This document is issued to support Meridian 1
Release 25.40 and Succession Communication Server for
Enterprise 1000, Release 2.0.

4
Contents
Contents
i2004 Internet Telephone 5
i2004 Internet Telephone features ........................................................... 5
Your Internet Telephone’s controls 6
i2004 Internet Telephone display 9
i2004 display area................................................................................ 9
Agent and Supervisor features 10
Agent Login ........................................................................................ 10
Login with Agent ID and Multiple Queue Assignments ............................ 11
Agent Logout....................................................................................... 13
Agent features 14
Answer ACD calls................................................................................ 14
Call forcing......................................................................................... 15
Activity code ....................................................................................... 15
Emergency.......................................................................................... 16
Not Ready .......................................................................................... 16
Answer or Make Non-ACD calls........................................................... 17
Contact your supervisor ....................................................................... 17
Supervisor features 19
Answer Agent ..................................................................................... 19
Agent key ........................................................................................... 20
Answer Emergency.............................................................................. 20
Call Agent .......................................................................................... 21
Interflow ............................................................................................. 21
Night Service ...................................................................................... 21
Observe.............................................................................................. 22
Display Agent status ............................................................................ 23
Display Queue .................................................................................... 24

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i2004 Internet Telephone
i2004 Internet Telephone
The i2004 Internet Telephone brings voice and data to the desktop. The i2004 Internet
Telephone connects directly to the LAN through the Ethernet connection. This
document describes the i2004 features and how to use the i2004 Internet Telephone in
a call center environment.
Note: Not all features are available on all telephones. Consult your network
administrator to verify the features that are available on your telephone.
Note: In this guide, Programmable Line (DN)/Feature Keys (self-labeled) display
beside the label. Soft Feature (self-labeled) keys display directly below the label.
i2004 Internet Telephone features
The i2004 Internet Telephone supports the following features:
• Twelve programmable feature keys: six (physical) Programmable Line
(DN)/ Feature Keys (self-labeled) and six lines/features accessed by pressing the
shift key
• Four Soft Keys (self-labeled) providing access to a maximum of ten features
• Large multi-field LCD display
• Shared LAN access with a PC through a 3-Port integrated switch
• Wideband-compatible speakerphone
• Headset jack with On/Off key
• Volume control bar for adjusting ringer, speaker, handset, and headset
• Six specialized fixed keys:
— Headset
— Directory
— Inbox (Message)
—Shift
— Services
— Expand to PC
• Call processing fixed keys:
— Hold
— Goodbye
— Handsfree
— Mute
• Automatic IP address
• Hearing-aid compatibility

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Your Internet Telephone’s controls
Your Internet Telephone’s controls
Use the Volume Cont ro l to adjust the
volume of the Handset, Headset, Speaker,
Ringer, and Handsfree features. Press the
right side of the rocker bar to increase
volume, the left side to decrease volume.
Press the Goodbye key to terminate an
active call.
Press the Headset key to answer a call using
the headset or to switch a call from the
handset or handsfree to the headset.
A steady LCD beside a Line (DN) key
indicates feature or line is active. A flashing
LCD indicates line is on hold or the feature
is being programmed.
Mute
LCD Indicator
Goodbye
Hold
LED
Headset
Directory
Quit Inbox (Message)
Message Waiting Light/
Incoming Call Indicator
Soft Keys
(Self Labeled)
Fixed Feature Keys
Expand to PC
Copy
Services
Navigation Keys
Shift
Programmable Line (DN)/
Feature Keys (self-labeled)
LED
Handsfree Key
Volume
Control Bar
553-i2004
2498

7
Your Internet Telephone’s controls
Press the Hold key, to put an active call on
hold. Press the Line (DN) key beside the
flashing indicator, to return to the caller on
hold.
Press the Speaker key to activate handsfree.
The speaker LED lights to indicate when
handsfree is active.
The Expand to PC key is used to access
external server applications such as Net6.
Press the Inbox (Message) key to access
your voice mailbox.
Note: On the 3900 telephone series, the
Messages key corresponds to the Inbox
(Message) key.
Press the Shift key to toggle between two
feature key pages and access an additional
six lines/features.
Press the Directory key to access directory
services.
Press the Mute key to listen to the receiving
party without transmitting. Press the Mute
key again to return to a two-way
conversation. The Mute key applies to
Handsfree, Handset, and Headset
microphones. The Mute LED indicator
flashes when the Mute option is in use.
The Navigation keys enable you to scroll
through menus and lists in the display area.
Press the Quit key to end an active
application. Pressing the Quit key does not
affect the status of the calls currently on your
telephone.
The Copy key is a fixed key that is reserved
for future feature development.

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Your Internet Telephone’s controls
Press the Services key to access the
following items:
• Telephone Option:
- Volume Adjustment
- Contrast Adjustment
- Language
- Date/Time Format
- Display diagnostics
- Local Dialpad Tone
- Ring type
- Call Timer
- OnHook Default Path
- Change Feature key Label
- Set Information
• Virtual Office Login and Virtual Office
Logout (if Virtual Office is configured)
• Test Local Mode and Resume Local
Mode (if Branch Office is configured)
Press the In-Calls key to log in and answer
call center calls. The In-Calls key is green
and is located in the lower right-hand key of
the programmable line/feature keys (beside
the LCD display).
Press the More.. key to access the next layer
of Soft Feature keys.
Programmable Line (DN) / Feature Keys
(self-labeled) are configured for various
features on the telephones.
Soft Keys (self-labeled) are located below
the display area. The LCD label above the
key changes based on the active feature.
Note: A triangle appearing before a key label
indicates that the key is active.
In-Calls
More..
CallWait
FWD
FWD

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i2004 Internet Telephone display
i2004 Internet Telephone display
This section summarizes the display features of the i2004 Internet Telephone. The
display is shown in the figure below.
i2004 display area
The i2004 telephone has three display areas:
•The upper display area contains line and feature key status.
•The middle display area contains three lines of information display
for items such as called party information and set information.
•The lower display area provides feature key labels.
Supervisor
Activity
MakeSetBusy
Not Ready
2637 In-Calls
Programmable
Line (DN)/
Feature Keys
(Self-labeled)
Information display
Date/time display
Call party info
Feature Status info
Options info
Directories info
Nortel Networks
Jan 31 5:54pm
Trans Conf ForwardMore...
Soft Keys
(Self-labeled)
Navigation Keys
553-9541

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Agent and Supervisor features
Agent and Supervisor features
This section describes the following login features that are common to the Call Center
Agent and Supervisor:
• Agent Login
• Login with Agent ID and Multiple Queue Assignments
• Agent Logout
Agent Login
Use the Agent Login to enter a ACD queue. If an Agent ID is assigned to you, the
Display screen prompts you to enter a four digit code.
1. Press the Handsfree key.
2. Press the In-Calls key.
Enter Agent ID
3. If “Enter Agent ID” appears on the
screen, use the keypad to enter your ID.
# 4. Press the #key. The phone goes into a
Not Ready state.
or
To join the ACD queue, press the
In-Calls key or the Not Ready key. If
you use a headset and the HOML setting
is set to No by your system
administrator in LD 23:
a. Press the Headset key and replace
the handset in the cradle to receive
calls on your headset.
b. Change the “On-hook default path”
to “Headset Enabled” under the
Services key.
Handsfree
In-Calls
In-Calls
Not Ready

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Agent and Supervisor features
If the HOML setting is not set to Yes,
replacing the handset logs you out of the
queue. Contact your system
administrator.
Login with Agent ID and Multiple Queue Assignments
A Multiple Queue Assignment (MQA) login involves entering a four-digit Agent ID
and up to five ACD DNs, with options of adding a Supervisor ID and up to five
Priority values. Choose one of the following Login procedures:
• Agent ID and MQA Login Option
• Default Loginult Login
Use an Agent ID login with one of the following four MQA login options to enter
ACD queues.
Note: A Supervisor logging in to accept ACD calls is prevented by the system from
entering a Supervisor ID (including logins where agents are required to enter a
Supervisor ID).
Login Option Entries The login options require the following
entries:
1. a four-digit Agent ID,
2. followed by a Supervisor ID (if your
queue requires one),
3. followed by up to five ACD DNs and
priority values (if priority values are
being used), terminated by ##
To Login: D, No Priority
.
1. Press the In-Calls key.
2. Choose one of the following four login
options:
Note: To choose the default Priority or
Supervisor ID, enter #instead of a
Priority entry or Supervisor ID entry.
The Priority or Supervisor ID
configured for your set is used.
Agent ID and MQA Login Option
In-Calls

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Agent and Supervisor features
No Supervisor ID, No Priority
Dial your Agent ID #ACDDN1#
ACD DN 2 #ACD DN 3 #ACD DN 4 #
ACDDN5##.
Supervisor ID, No Priority
Dial your Agent ID #Supervisor ID #
ACDDN1# ACDDN2#
ACDDN3#ACDDN4#
ACDDN5##.
No Supervisor ID, With Priority
Dial your Agent ID #ACDDN1#
Priority 1 #ACDDN2#Priority 2 #
ACDDN3#Priority 3 #ACD DN 4 #
Priority 4 #ACDDN5#Priority 5 ##.
Supervisor ID, With Priority
Dial your Agent ID #Supervisor ID #
ACDDN1#Priority 1 #ACDDN2#
Priority 2 #ACD DN 3#Priority 3 #
ACDDN4#Priority 4 #ACDDN5#
Priority 5 ##.
3. Press the In-Calls Key or the Not
Ready Key to enter the ACD queue.
If you normally use the same telephone, use the Default Login to login just one time
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.
1. Press the Handsfree key.
2. Press the In-Calls key.
Default Login
In-Calls

13
Agent and Supervisor features
Enter Agent ID
3. When “Enter Agent ID” appears on the
screen, use the keypad to enter your ID.
Supervisor ID Required 4. Choose one of the following:
# # # a. If your queue requires a Supervisor
ID, press the #key three times.
or
Supervisor ID not Required
# # b. If your queue does not require a
Supervisor ID, press the #key two
times.
5. To join the ACD queue, press the
In-Calls key or the Not Ready key.
or
Agent Logout
You can either logout of the system completely, or temporarily (Not Ready state):
To log out, choose one of the following:
or 1. To log out completely, press the
MakeSetBusy key.
2. To logout temporarily, press the
Not Ready key.
If you press the Make Busy key while on an
ACD call, you log out automatically when
the call is finished.
In-Calls
Not Ready
MakeSetBusy
Not Ready

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Agent features
Agent features
The following sections describe features that are available to Agents:
• Answer ACD calls
• Activity code
• Call forcing
• Emergency
• Not Ready
• Answer or Make Non-ACD calls
• Contact your Supervisor
Answer ACD calls
Use the In-Calls key to answer the next queued ACD call on the primary DN. The
In-Calls key is located in the lower right-hand of the programmable line/feature keys.
To answer the call:
When the LCD next to the In-Calls key
(a green colored key) flashes, press the
In-Calls key.
Note: The LCD remains lit as long as
you are still on the call.
To terminate the call:
To end a call, choose one of the following:
• Press the Goodbye key.
or
• Press the In-Calls key.
or
• Press the individual DN line key. (This
removes you from the queue).
or
• Press the NotReady key. (This removes
you from the queue but keeps you
logged in as an agent position) or wait
for the caller to terminate the call.
In-Calls
In-Calls
1234
NotReady

15
Agent features
Call forcing
Use the Force Call feature to automatically connect an incoming ACD call. A time
interval is set by your system administrator between each incoming call.
When calls come in, a short tone indicates
the new call. The In-Calls indicator lights
continuously and the ACD call automatically
goes to your agent position.
Pressing the In-Calls key with Call forcing
(Auto Answer) on disconnects an active
ACD call.
To enable Call Forcing for Headset users:
1. Replace the Handsfree in the cradle after
logging in.
2. Through the Services menu, set the
“On-hook default path” to “Headset
Enabled”.
Activity code
Use the Activity code to record the types of activity you are performing.
1. When the Activity LCD indicator
flashes, press the Activity key.
2. Use the keypad to enter the Activity
code.
3. Press the Activity key again.
4. If performing multiple tasks, repeat
these steps.
If configured, Activity codes can be
entered while in the Not Ready state.
In-Call
Activity
Activity

16
Agent features
Emergency
Use the Emergency feature to contact your supervisor immediately in an emergency
situation.
1. During an active call, press the
Emergency key.
Note: The Emergency LCD remains lit
as long as the feature is active.
When the supervisor picks up, a
three-way call commences with you,
your supervisor, and the caller.
2. Press the Emergency key again to
transfer the caller to the supervisor and
terminate your access to the caller and
supervisor.
Not Ready
Use the Not Ready feature to take your telephone out of the call queue while
completing post-call work.
1. Press the NotReady key to temporarily
logout of the system.
Note: The NotReady LCD remains lit as
long as the feature is active.
2. Press the NotReady or In-Calls key to
return to the queue.
or
Emergency
Emergency
NotReady
NotReady
In-Call

17
Agent features
Answer or Make Non-ACD calls
This feature enables you to use your individual line to receive and place calls.
To place a call:
1. Press your individual DN key.
2. Use the keypad to dial the telephone
number.
Note: The LCD remains lit as long as
you are still on the call.
To answer the call:
When the LCD next to your individual
DN key flashes, press the DN key.
Note: The LCD remains lit as long as
you are still on the call.
Contact your supervisor
Use the Supervisor feature to talk to your supervisor in the following ways:
• Answer a call from your supervisor.
• Answer a call from your supervisor when on another call.
• Place a call to your supervisor.
• Conference your supervisor in when on another call.
• Transfer a call to your supervisor.
Answer a call from your supervisor
When the LCD next to the Supervisor
key flashes, press the Supervisor key.
The LCD remains lit as long as you are
still on the call.
1234
1234
Supervisor

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Agent features
Answer a call from your supervisor
when on another call
The LCD next to the Supervisor key
flashes and a buzzer sounds.
1. Press the Hold key to put the current
call on hold.
2. Press the Supervisor key.
3. Press the Hold key to resume the call on
hold.
Place a call to your supervisor
Press the Supervisor key.
Note: Calls are automatically put on
hold when you use the Supervisor key.
Return to the ACD call
Press the In-Calls key.
Conference your supervisor during a
call in progress
1. Press the Supervisor key to talk
privately with your Supervisor.
2. Press the Supervisor key again to
conference the call with your Supervisor
and caller.
Transfer a call to your supervisor
during a call in progress
1. Press the Supervisor key.
2. When your Supervisor answers, press
the Supervisor key again.
3. Press the Goodbye key to terminate
your access to the call.
Supervisor
Supervisor
Supervisor
In-Call
Supervisor
Supervisor
Supervisor
Supervisor

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Supervisor features
Supervisor features
The following sections describe features that are available to Supervisors:
• Answer Agent
• Agent key
• Answer Emergency
• Call Agent
•Interflow
• Night Service
• Observe
• Display Agent status
• Display Queue
Answer Agent
Use the Answer Agent to receive calls from Agents in a non-emergency situation.
1. When the LCD next to the Answer
Agent key flashes, press the Answer
Agent key.
Note 1: The Agent ID of the individual
contacting you displays on your
telephone.
Note 2: The LCD remains lit as long as
you are on the call and your status
changes to NotReady.
2. Press the Goodbye key to end the call.
AnsAgent

20
Supervisor features
Agent key
Use the Agent feature to connect, observe, or monitor the status of each agent
position. Each Agent key links to a particular agent position and can be used along
with the Call Agent or Observe Agent keys.
Press the Agent key. The Agent’s status
displays as follows:
Answer Emergency
Use the Answer Emergency feature to receive calls from agents in an emergency
situation.
1. When the LCD next to the Answer
Emergency key flashes, press the
Answer Emergency key.
Note 1: The Agent ID of the individual
contacting you displays on your
telephone.
Note 2: The LCD remains lit as long as
you are on the call and your status
changes to NotReady.
2. Press the Goodbye key to end the call.
Agentkey
LCD Display Meaning
Off Agent is not
logged in.
On
Agent is logged
in but is either
Not Ready or on
a call.
Slow Flashing Agent is waiting
for an ACD call.
Fast Flashing Agent is on a
non-ACD call.
AnsEmreg