Nortel i2004 User manual

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

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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.

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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