Nortel 1150E User manual

Carrier VoIP
Nortel IP Phone 1150E User
Guide (CICM)
Release: CICM 10.1 MR2
Document Revision: 04.01
www.nortel.com
NN10300-025
.

Carrier VoIP
Release: CICM 10.1 MR2
Publication: NN10300-025
Document status: Standard
Document release date: 24 April 2009
Copyright © 2009 Nortel Networks
All Rights Reserved.
Printed in Canada, the United States of America, and the United Kingdom
LEGAL NOTICE
While the information in this document is believed to be accurate and reliable, except as otherwise expressly
agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF
ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are
subject to change without notice.
Nortel, the Nortel logo, Business Made Simple and the Globemark are trademarks of Nortel.
All other trademarks are the property of their respective owners.
.

3
.
Contents
New in this release 7
Features 7
Terminal features customization, POR 330579 7
Other changes 7
Overview 9
IP Phone terminal description 10
Terminal display 12
Softkey functionality 13
ACD keys 14
Terminal indicators 14
USB keyboard 15
USB mouse 16
IP Phone 1150E menu systems 17
Logoff 17
Audio 17
Display 17
Feature 17
ACD Keys 18
Language 18
Time 19
User 19
History 19
Diagnostics 19
Upgrade 19
Menu hierarchy 20
How to use the navigation keys 20
Connecting the IP Phone to the LAN 21
Logging on 23
Logging on to the network 23
Logging on to the ACD queue 24
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

4
Logging off 25
Logging off from the network 25
Logging off the ACD queue 25
Using a handset 27
Agent features 29
Using the Activity feature 29
Answering an ACD call 30
Ending an ACD call 30
Using the Emergency feature 31
Using the Not Ready feature 31
Using the Make Set Busy feature 32
Answering a call from the supervisor 32
Calling the supervisor 33
Using the Walkaway feature 33
Supervisor features 35
Agent Status Lamp 36
Using the Answer Agent feature 36
Answering an emergency 36
Calling an agent 37
Observing an agent 37
Using the Forced Agent Availability feature 38
Using the Talk/Listen feature 38
Using the Interflow feature 39
Using the Night Service feature 39
Viewing agent status 39
Viewing queue status 40
Display Queue status indicator 41
Making a non-ACD call 43
Making a call using predial 43
Editing a predialed number 43
Originating a call from the Inbox or Outbox 44
Answering non-ACD calls 45
Answering a call 45
Answering a second call 45
Ending a non-ACD call 47
While on a non-ACD call 49
Using call hold 49
Transferring a call 49
Using conference call 50
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

5
Using the mute feature 50
Using call forward 53
Navigating the menu system 55
Navigating the main menu 55
Navigating the Audio menu 56
Navigating the Feature menu 56
Navigating the Time menu 57
Navigating the User menu 57
Using the Audio menu 59
Viewing and editing your audio profile 59
Changing the default volume 60
Resetting the default volume of the headset 60
Selecting a headset type 61
Selecting the dialpad feedback 61
Adjusting the contrast level of the display 63
Using the Feature menu 65
Using the Assign menu 65
Labeling a feature key 68
Using the Options menu 68
Viewing features assigned to the ACD keys 71
Selecting the language 73
Using the Time menu 75
Setting the time zone 75
Enabling Daylight Saving Time 75
Disabling Daylight Saving Time 76
Setting the time format 76
Setting the date format 77
Resetting the default time 78
Using the User menu 79
Viewing your user name 79
Viewing your login type 79
Viewing, disabling, or enabling the auto login feature 80
Changing your password 81
Testing the local mode 83
Performing a firmware upgrade 85
Using the directory 87
Adding or editing a directory entry 87
Deleting an entry from the directory 88
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

6
Making a call using the directory 89
Using the Inbox 91
Accessing the Inbox 92
Viewing Inbox call information 92
Storing a number from the Inbox 93
Using the Inbox to make a call 93
Resetting the Inbox 94
Using the Outbox 95
Accessing the Outbox 95
Viewing Outbox call information 96
Storing a number from the Outbox 96
Using the Outbox to make a call 97
Resetting the Outbox 97
Configuring Bluetooth wireless headsets 99
Pairing a wireless headset with the IP Phone 99
Unpairing a wireless headset 101
Interaction with wired headsets 102
Switching between a wireless and a wired headset 102
Bluetooth headset feature activation 103
Using the dialpad to enter text 105
Using a keyboard with an IP Phone 107
Access code summary 109
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

7
.
New in this release
The following sections detail what is new in Nortel IP Phone 1150E User
Guide (CICM), (NN10300-025) for this release.
•“Features” (page 7)
•“Other changes” (page 7)
Features See the following sections for information about feature changes:
•“Terminal features customization, POR 330579” (page 7)
Terminal features customization, POR 330579
•This feature allows the message waiting indicator to emit different
signals to indicate a missed call with no voice message, or a missed
call with a voice message. For details, see “Terminal indicators” (page
14).
•This feature makes it possible to dial a call by highlighting an entry in
the Inbox/Outbox/Contact list and then pressing a DN key either on
the main terminal or extension module, or by highlighting the entry and
then pressing the Dial softkey. For details, see “Originating a call from
the Inbox or Outbox” (page 44).
•Call Display now displays the name, as well as the number, of calls
received.
Other changes
There are no other changes for this release.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

8New in this release
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

9
.
Overview
The IP Phone 1150E brings voice and data to the desktop by connecting
directly to a Local Area Network (LAN) through an Ethernet connection.
When you are logged on to the network, the keypad of the IP Phone
operates in the same way as a standard M5216 Meridian Business Set
(MBS) telephone. With the correct permissions, additional services and
features can be accessed using the softkeys of the function display area.
The four softkeys located below the display area can consist of a Menu
softkey and three feature softkeys. The navigation keys can be used
to select a particular menu option. The three feature softkeys can be
configured by your system administrator to activate features provisioned
on the line without having to use the dedicated feature key. The default
Centrex features available on the softkeys are Transfer, Forward, and
Conference. For more information, see “Softkey functionality” (page 13).
The IP Phone 1150E is an Automatic Call Distribution (ACD) phone
designed primarily for call center agents. The administrator can configure
the ACD keys so that the feature set required by a supervisor and the
agent features, are on the same terminal. The administrator creates user
profiles and assigns the ACD features to the dedicated ACD keys.
The Figure 1 "IP Phone 1150E components" (page 10) identifies the
location of the keys and components of the IP Phone 1150E.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

10 Overview
Figure 1
IP Phone 1150E components
IP Phone terminal description
The IP Phone 1150E offers these features:
•light-emitting diode (LED) indicator lamps
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

IP Phone terminal description 11
—supervisor talk/listen lamp
—message waiting lamp
—data waiting lamp
—mute lamp
—headset lamp
—link lamp
—Automatic Call Distribution (ACD) feature and in-calls lamp
—lamp on each ACD key
•volume control keys
•standard telephone dialpad
•six dedicated ACD keys
—Activity
—Emergency
—Supervisor
—Make Busy
—Not Ready
—Feature
•six feature keys
•four softkeys; one softkey is for navigation and selection of menu
options, three remaining softkeys can be configured to support features
•five navigation keys
—up
—down
—left
—right
—send (located in the middle of the navigation key, this key is
mapped to execute the current function of the left soft key)
•multifield LCD screen
—adjustable contrast
—backlight
•one audio mode
—headset (autodetect and Bluetooth support)
•one USB port
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

12 Overview
—USB mouse and keyboard
•automatic network configuration
•upgradeable firmware
•wideband audio support
Terminal display
The display on the IP Phone terminal has blue LED backlighting, which
you can turn on and off. The backlight turns off automatically after a period
of inactivity.
The IP Phone 1150E display has three distinct areas:
•The upper area shows line and feature key status.
•The middle area shows information for items such as caller number,
caller name, feature prompt strings, user-entered digits, date and time
information, and telephone information.
•The lower area displays labels for four configurable softkeys. For more
information, see “Softkey functionality” (page 13).
Figure 2 "IP Phone 1150E display" (page 13) identifies each section of
the display, and shows the location of the user-defined feature keys and
the soft keys.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

Softkey functionality 13
Figure 2
IP Phone 1150E display
Softkey functionality
Softkey functionality allows access to a small subset of Centrex features
on Nortel IP Phone 1150E softkeys, located below the main display and to
the right of the Menu softkey. The administrator has the ability to change,
enable, or disable the softkeys. The default features for these softkeys are
Transfer, Forward, and Conference. The softkeys can be utilized when you
are not navigating the CICM menus.
The features must be provisioned on the LINE to be displayed on the
softkeys. For a LINE that does not have an m522 extension module, the
softkey features reside on the first 14 feature keys. For a LINE that has
one m522 extension module, the softkey features reside on keys 1 to 36.
For a line that has two m522 extension modules, the softkey features
reside on keys 1 to 58.
For more information, see Nortel CICM IP Phones Fundamentals,
(NN10300-135).
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

14 Overview
ACD keys The IP Phone terminal has the following Automatic Call Distribution (ACD)
feature keys. These keys provide agent-specific features.
•Emergency
•Supervisor
•Make Busy
•Not Ready
•Feature
•Activity
The In-Calls key is the default line key. It allows the ACD agent to access
incoming ACD queue calls.
Figure 1 "IP Phone 1150E components" (page 10) shows the location of
the ACD keys and the In-Calls key.
You may order an optional kit that provides labeled key caps to replace
the default ACD keys. The administrator configures these keys on a
per user basis. The kit provides a key cap for each of the following
supervisor-specific features:
•Call Agent
•Answer Agent
•Answer Emergency Call
•Talk/Listen Agent
•Display Queue
Terminal indicators
The IP Phone terminal uses light-emitting diodes (LEDs) of different colors
to indicate the current state of the terminal. This table describes each color
and its associated state.
A steady indicator means that the extension or feature beside it is active.
A flashing indicator means the line is on hold or the feature is in the
process of being programmed.
Indicator LED color Meaning
Supervisor talk/listen Red (located on the front cover
near the supervisor headset
jack)
Lit when the supervisor is
participating in a call. Unlit
when the supervisor’s headset
is muted.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

USB keyboard 15
Indicator LED color Meaning
ACD feature and in-calls Red (located on the front cover
next to each ACD key) Lit when the associated feature
is active.
Message waiting Red (located on the top right
corner of the set) Indicates when a message is waiting, or a call is missed.
If you miss a call and the
caller does not leave a voice
message, the indicator is
illuminated without interruption.
If you miss a call and the caller
leaves a voice message, the
indicator may be illuminated
without interruption, or it may
flash or flicker or wink or
twinkle or blink, depending on
what the system administrator
has arranged.
Data waiting Blue (located on the top left
corner of the set) Lit when the terminal is on an
active call.
Headset Red (located on the front cover
near the headset key) Lit when the headset is in use.
Mute Red (located on the front cover
near the mute key) Lit when the mute feature is active. The system
administrator can configure
the mute lamp to be steady on
or blinking.
Link/Data Green (located on the back
cover near the network
Ethernet jack)
Lit when the link is alive and
flashes to indicate activity.
USB keyboard
You can connect a USB keyboard to the IP Phone and use it to enter
information in the tools and graphical applications. The keyboard has a
maximum current supply of 100 milliamps. If you are using a hub, the
keyboard needs to be powered locally; it cannot be powered from the
phone. Complex devices such as USB keyboards with built-in hubs, may
not work due to the current limitations. See “Using a keyboard with an IP
Phone” (page 107).
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

16 Overview
USB mouse A mouse pointer appears on the screen when a USB mouse is connected
to the IP Phone. Soft key labels and feature keys only can be selected
with a mouse click. You cannot use the mouse to navigate the menus; use
the navigational keys.
•Left-click to select soft keys and feature keys.
•Right-click to open the local configuration menu.
•Center buttons and wheels are not supported.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

17
.
IP Phone 1150E menu systems
After you successfully log on, the menu systems are active and available.
An up or down arrow beside an item indicates the navigation key you can
press to scroll to the next item. Labels appear next to the soft keys, in
response to items selected on the screen.
The IP Phone main menu system provides access to these menus and
functions.
Logoff Use Logoff to log out from the IP Phone system:
•“Logging off from the network” (page 25)
•“Logging off the ACD queue” (page 25)
Audio Use the Audio menu to:
•view and edit your audio profile
•change the volume of the headset, ringer, and buzzer
•select the headset type
•select the dialpad feedback
See “Using the Audio menu” (page 59).
Display Use this item to adjust the contrast level of the display.
See “Adjusting the contrast level of the display” (page 63).
Feature Use the Feature menu to access these submenus:
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

18 IP Phone 1150E menu systems
AssignUse the Assign menu to:
•define the key type
•enable and disable the Inbox
IP Phone 1150E has only one page of feature keys. The Autoscroll feature
is therefore not supported.
See “Using the Assign menu” (page 65).
Label Use the Label item to change a label associated with a feature key.
See “Labeling a feature key” (page 68).
Options
Use the Options menu to:
•define your default feature
•enable the Outbox feature
IP Phone 1150E displays only one page of features. The Auto Hide
feature is therefore not supported.
See “Using the Options menu” (page 68).
Reset Use the Reset item to reset the feature keys to the default settings.
See “Resetting the feature key to the default settings” (page 69).
ACD Keys Use the ACD Keys item to view the features assigned to the Automatic
Call Distribution (ACD) keys. You can not perform edits; the ACD Keys
menu is read-only.
See “Viewing features assigned to the ACD keys” (page 71).
Language Use the Language item to select the language used in the display.
See “Selecting the language” (page 73).
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

Upgrade 19
Time Use the Time menu to:
•select a time zone
•enable or disable Daylight Saving Time
•select the format used to display the time
•select the format used to display the date
•reset the time to the defaults
See “Using the Time menu” (page 75).
User Use the User menu to:
•view your user name
•view your login type
•enable or disable auto login feature
•change your password
See “Using the User menu” (page 79).
History Use History menu to:
•reset the Inbox
•reset the Outbox
See “Resetting the Inbox” (page 94) and “Resetting the Outbox” (page 97).
Diagnostics Use the Diagnostics item to test the local mode.
See “Testing the local mode” (page 83).
Upgrade Use the Upgrade item to perform a firmware upgrade. This item appears in
the menu only if a firmware upgrade is available.
See “Performing a firmware upgrade” (page 85).
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.

20 IP Phone 1150E menu systems
Menu hierarchy
Figure 3
IP Phone 1150E menu hierarchy
How to use the navigation keys
The IP Phone terminal has navigation keys that you use to navigate the
menus and to help you to enter text in the display. See Figure 1 "IP Phone
1150E components" (page 10) for the location of these keys.
When the menu system is active, the navigation keys behave this way:
•up—return to the previous menu item. When entering text, press the
up key to move the cursor to the home position.
•down—go to the next menu item. When entering text, press the down
key to move the cursor to the end of the text.
•left/right—active when you can enter text. To move the cursor to the
left, press the left key. Press the right key to move the cursor to the
right.
•send key—located in the middle of the navigation keys, press to select
the menu item.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.