Nortel 1165E User manual

Nortel Communication Server 1000
IP Phone 1165E
Call Center User Guide
Title page

Revision history
3
Revision history
April 2010
Standard 01.02. This document is up-issued to support
Communication Server 1000 Release 5.5 and
CS 1000 Release 6.0 with UNIStim 4.1.
October 2009
Standard 01.01. This document issued to support the IP Phone
1165E.

Revision history
4

Contents
5
Contents
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
USB support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 18
Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Station Control Password (SCPW) . . . . . . . . . . . . . . . . . 18
Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 21
Logging in with Agent ID (for Basic
ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 21
Logging in using Multiple Queue
Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 23
Logging in with an Agent ID and MQA login options . . . . 23
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 29
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 31
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Contents
6
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About the Nortel IP Phone 1165E
7
About the Nortel IP Phone 1165E
The IP Phone 1165E builds on the award-winning IP Phone 1100 Series
industrial design and offers a beautiful high resolution color display which
includes new graphical user interface elements that vastly improve the
quality of the user experience. The IP Phone 1165E provides easy
access to multiple lines and call processing features. It supports
converged (voice and data) applications through External Application
Server APIs to provide productivity enhancing applications and to enrich
user experience with advanced multimedia interaction. (see Note 1).
Users can fully experience the display capabilities by personalizing the
background image of the IP Phone 1165E display, and loading digital
pictures into the IP Phone to view a Digital Picture Slideshow when the IP
Phone is idle. The audio experience is enhanced through engineered
audio tuning, and supports wideband (see Note 2) with a newly-stylized
handset that has been softly contoured for additional comfort when using
the handset.
Note 1: This feature requires an External Application Server.
Note 2: Wideband has dependencies on Nortel Communication
Platform support, including Communication Server 1000 and is
minimum-release dependent.
Your Nortel IP Phone 1165E brings voice and data to the desktop by
connecting directly to a Local Area Network (LAN) through an Ethernet
connection.
For more information about the IP Phone 1165E, see the IP Phone
1165E User Guide (NN43101-102).
Basic features
Your IP Phone 1165E supports the following features:
• up to sixteen line/feature keys with indicators, using the Shift feature
• four soft keys to provide easy access to features and call control
• high resolution color display

About the Nortel IP Phone 1165E
8
• high-quality handsfree speakerphone
• wideband audio support for handset, headset, speaker, and
handsfree microphone
• volume control keys for adjusting ringer, handsfree, handset, and
headset volume
• seven specialized feature keys
—Quit
— Directory
— Message/Inbox
— Shift/Outbox
— Services
—Copy
— Expand
• five call-handling keys:
—Mute
— Handsfree
— Goodbye
— Headset
—Hold
• two Gigabit Ethernet ports–for LAN and PC connections
• integrated headset support for wired and wireless options including
USB and Bluetooth Wireless Technology
• IEEE 802.3af Class 2 PoE or local AC power options
• Hearing aid compatibility
• USB port for connecting USB mouse, USB keyboard, USB headset,
USB flash drive and powered hubs
• USB access control (USB lock) that controls how the USB port on the
IP Phone 1165E can be used

About the Nortel IP Phone 1165E
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• support for Graphical External Application Server (GXAS) protocol
that enables External Application Server APIs to provide feature
functionality
• support for IP Phone 1100 Series Expansion Module to add keys
For information about using the Expansion Module, see the Expansion
Module for IP Phone 1100 Series User Guide (NN43130-101).

About the Nortel IP Phone 1165E
10
Telephone controls
Figure 1 on page 10 shows the IP Phone 1165E.
Figure 1: IP Phone 1165E
This section describes the controls on your IP Phone 1165E.
Context-sensitive soft keys are located
below the display area. The LCD label above
each key changes based on the active
feature. These keys are referred to as Soft
keys throughout this document.
When a triangle appears before a soft key
label the feature is active.

About the Nortel IP Phone 1165E
11
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. These
keys are referred to as Line/ feature keys
throughout the remainder of this guide.
A steady LCD icon 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.
A steady LCD icon beside a feature key
indicates that the feature is active. A flashing
LCD icon indicates that the feature is being
programmed.
Use the Volume control buttons to adjust the
volume of the ringer, handset, headset,
speaker, and the Handsfree feature. Press
the top button to increase the volume, and
press the bottom button to decrease volume.
Press the Mute key to listen to the receiving
party without transmitting. Press the Mute key
again to return to two-way conversation. The
Mute key applies to handsfree, handset, and
headset microphones.
The Mute LED indicator, located on the Mute
key, flashes to indicate that the microphone is
muted.
(Volume +)
(Volume -)
(Mute)

About the Nortel IP Phone 1165E
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Press the Handsfree key to make or answer
a call using the two way speakerphone.
The Handsfree LED indicator, located on the
Handsfree key, lights to indicate when
handsfree is active.
Use the Navigation keys to scroll through
menus and lists appearing on the LCD display
screen.
Use Up and Down to scroll up and down in
lists.
Use the Enter key, at the center of the
Navigation key cluster, to confirm menu
selections.
In most menus, you can use the Enter key
instead of the Select soft key.
Press the Hold key to put an active call on
hold. Tap the flashing line key to return to the
caller on hold.
Use the Expand key to access applications
managed through an external server.
Note: This feature requires an External
Application Server.
Press the Headset key to answer a call using
the headset or to switch a call from the
handset or handsfree to the headset.
The Headset LED indicator, located on the
Headset key, lights to indicate that the
headset is in use.
(Handsfree)
(Hold)
(Expand)
(Headset)

About the Nortel IP Phone 1165E
13
Press the Headset key twice to open the
Bluetooth Setup menu.
If Bluetooth wireless technology is not
enabled on your phone, this menu is not
available.
Use the Goodbye key to terminate an active
call.
When a message is waiting, the red Visual
Alerter/Message Waiting indicator lights.
Also, when the ringer sounds, this indicator
flashes.
When your IP Phone 1165E firmwareis being
updated, the blue Feature Status Lamp
indicator flashes.
Note: To find out if additional features are
supported for this lamp, contact your
system administrator.
Press the Copy key to copy entries to your
Personal Directory from other lists, such as
the Caller List, Redial List, and Corporate
Directory.
Press the Quit/Stop key to exit an active
menu or dialog. Pressing the Quit/Stop key
does not affect the status of active calls.
(Headset)
(Headset)
(Goodbye)
(Copy)
(Quit)

About the Nortel IP Phone 1165E
14
Press the Shift/Outbox key to toggle
between two feature key pages and to access
an additional six lines/features.
Note: This function is not available on all
phones; consult your system
administrator.
Press the Message/Inbox key to access your
voice mailbox.
Note: This function is not available on all
phones; consult your system
administrator.
Press the Directory key to access directory
services.
Press the Services key, and use the
navigation keys to access the following items:
• Telephone Options:
— Volume adjustment...
— Contrast adjustment
— Language...
— Date/Time
— Display diagnostics
— Local Dialpad Tone
— Set Info
— Diagnostics
— Call Log Options
— Ring type...
— Call Timer
— On hook default path
— Change Feature Key Label
— Name Display Format
— LiveDial Pad
(Shift/Outbox)
(Msg/Inbox)
(Directory)
(Services)(Services)

About the Nortel IP Phone 1165E
15
Telephone display
The IP Phone 1165E has a 4.1 inch (diagonal measured) color QVGA
TFT display, capable of displaying a QVGA 320 x 240 (H x W) image. The
graphics controller supports 24 bit color (16 million colors).
The IP Phone 1165E has three display areas:
• The upper display area provides labels for the eight line feature key
labels.
• The middle display area contains information for items such as caller
number, caller name, Call Timer, feature prompt strings, user-entered
digits, date and time information, and IP Phone information.
• Password Admin:
— Station Control Password
The Password Admin menu is not
available on all IP Phone 1165E sets.
Consult your system administrator.
• Virtual Office Login and Virtual Office
Logout (if Virtual Office is configured)
Press the Services key to exit from any menu
or menu item.
Navigation keys
Press the Services key twice to access the
Local Tools menu, and then use the Left /
Right navigation keys to access the following
items:
• Preferences
• Diagnostics
• Configuration
• Locks
If you attempt toaccess the Local Tools menu
and a dialog box appears prompting you for a
password, contact your system administrator.
Your system administrator can establish a
password for the Local Tools menu.
(Services)(Services)
(Services)(Services)

About the Nortel IP Phone 1165E
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• The lower display area provides labels for the four soft keys.
Following figure shows the IP Phone 1165E display area, including the
line/feature keys and soft keys.
Figure 2: IP Phone 1165E display area
Self-labeled line/programmable feature key labels appear beside the line
keys, and context-sensitive soft key labels appear directly above the soft
keys. Self-labeled means that the label next to the line/feature key is
presented from the call server automatically if a feature is programmed,
and can also be edited and changed by the user. Context-sensitive
means that the labels that appear above the soft keys present the
features that are available to the user at that time. The soft key labels
change depending on the active feature or the state of the call.
Self-labeled line/programmable feature keys are referred to as line/
feature keys and context sensitive soft keys are referred to as soft keys
throughout this document.

About the Nortel IP Phone 1165E
17
Figure 3 on page 17 shows an idle LCD screen.
Figure 3: IP Phone 1165E LCD display screen
USB support
The IP Phone 1165E has a USB port for connecting a USB keyboard,
USB mouse, USB headset, and USB flash drive. The IP Phone 1165E
supports powered downstream 1.1-compliant USB hubs, including USB
2.0 hubs, if they offer USB 1.1-backwards compliancy. There are two
levels of power for the USB port.
• When you power the IP Phone 1165E through Ethernet POE, the IP
Phone 1165E provides up to 100 mA at 5 volts for the USB port.
• When you power the IP Phone 1165E through local AC power, the IP
Phone 1165E provides up to 500 mA at 5 volts on the USB port.
Note: Current limiting can obstruct the working of complex devices
such as USB keyboards with built-in hubs. If a hub is involved, use
external power.
You can plug a USB flash drive into the USB Port of the IP Phone 1165E
or on a powered hub connected to the IP Phone, and transfer files to and
from the IP Phone.

About the Nortel IP Phone 1165E
18
Call features and Flexible Feature Codes
Some features are not available on all IP Phones. Call features and
Flexible Feature Codes (FFC) must be assigned to your IP Phone 1165E,
and supported by system software. Contact your system administrator to
configure these features and codes on your IP Phone 1165E.
Security features
The following security features are available on your IP Phone 1165E:
• Encrypted calling
• Station Control Password (SCPW)
Encrypted calling
Your IP Phone 1165E supports secure communication using SRTP
media encryption. If the feature is enabled, a security icon (q) appears on
the screen when your call is secured using SRTP media encryption.
Contact your system administrator to find out if this feature is available for
your use.
Station Control Password (SCPW)
Your Station Control Password (SCPW) enables the following security
features:
• Electronic Lock to prevent others from making calls from your IP
Phone
• password-protected IP Phone features (for example, Personal
Directory, Redial List, and Callers List)
Your system administrator defines your initial SCPW. Contact your
system administrator for detailed information.

About the Nortel IP Phone 1165E
19
To change your SCPW:
Note: The default configuration for Password Protection is off.
1. Press the Services key once.
2. Press the Up/Down keys to scroll, and
then highlight Password Admin.
3. Press Enter.
4. Use the dialpad to enter your password
at the prompt.
5. Press the Up/Down keys to scroll and
highlight New Password.
6. Press Enter.
7. Use the dialpad to enter the new
password.
8. Press the Select soft key to accept the
new password.
If you are locked out of your
IP Phone 1165E, or if you forget your
SCPW, contact your system
administrator.
(Services)
Select

About the Nortel IP Phone 1165E
20
To turn Password Protection on or off:
1. Press the Directory key.
2. Press the Up/Down navigation keys to
scroll and highlight Change Protection
Mode.
3. Use the dialpad to enter your password
(if Password Protection is enabled).
4. Press the Enter soft key.
5. Press the Up/Down navigation keys to
scroll and highlight one of the following:
— Enable Password Protection
— Disable Password Protection
6. Choose one of the following soft keys:
—Yes to accept the selection
—No to return to the Directory menu
7. Press the Done soft key.
(Directory)
Enter
or
Yes No
Done