Nortel NN43001-115 User manual

Nortel Communication Server 1000
IP Phone 1140E
Call Center User Guide
Title page

Revision history
3
Revision history
May 2007
Standard 01.01. This document is up-issued to support
CS 1000 Release 5.0. This document reflects the new document
number.
February 2006
Standard 3.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
January 2006
Standard 2.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
November 2005
Standard 1.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.

Revision history
4

Contents
5
Contents
About the Nortel IP Phone 1140E . . . . . . . . . . . . . . . . . . . . . 7
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Agent and supervisor features . . . . . . . . . . . . . . . . . . . . . . 17
Logging in without Agent ID (for basic ACD) . . . . . . . . . . . . . 17
Logging in with Agent ID (for Basic
ACD or Contact Center Manager) . . . . . . . . . . . . . . . . . . . . . 17
Logging in using Multiple Queue
Assignments (for Basic ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 19
Logging in with an Agent ID and MQA login options . . . . 19
Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Return to Queue on No Answer . . . . . . . . . . . . . . . . . . 25
Using Activity code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Placing or answering non-ACD calls . . . . . . . . . . . . . . . . . . . 27
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using the Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents
6
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

About the Nortel IP Phone 1140E
7
About the Nortel IP Phone 1140E
The Nortel IP Phone 1140E brings voice and data to the desktop by
connecting directly to a Local Area Network (LAN) through an Ethernet
connection.
In this guide, sefl-labeled line/programmable feature key labels appear
beside the keys, and context-sensitive soft key labels appear directly
above the keys. Figure 1 shows self-labeled line/programmable feature
keys and context-sensitive soft keys.
Figure 1: Self-labeled line/programmable feature keys and
context-sensitive soft keys
Basic features
Your IP Phone 1140E supports the following features:
• six self-labeled line/programmable feature keys with labels and
indicators
• four context-sensitive soft keys

About the Nortel IP Phone 1140E
8
For information about the context-sensitive soft keys, see New in This
Release Communication Server Release 5.0 (NN43001-115).
Note: Some IP Phone 1140E phones are not configured to support
soft key functionality. Consult your system administrator.
• graphical, high-resolution LCD display, backlit, with adjustable
contrast
• high-quality speaker phone
• volume control keys for adjusting ringer, speaker, handset, and
headset volume
• six specialized feature keys:
—Quit
— Directory
— Message/Inbox
— Shift/Outbox
— Services
—Copy
• six call-processing fixed keys:
—Mute
— Handsfree
— Goodbye
— Expand
— Headset
—Hold
• gigabit Ethernet ports
• built-in gigabit Ethernet switch for shared PC access
• headset jack with an On/Off key
• USB port to support a keyboard or mouse. Powered downstream 1.1-
compliant USB hubs are supported, including USB 2.0 hubs, if they
offer USB 1.1 backwards compliancy.
• automatic network configuration
• Graphical XAS

About the Nortel IP Phone 1140E
9
• hearing aid compatibility
• wireless headset support using Bluetooth® 1.2
wireless technology compliant Audio Gateway
(Headset Profile, Bluetooth Power Class 2)
• Accessory Expansion Module port to connect the Expansion Module
for IP Phone 1100 Series (Expansion Module)
For information about using the Expansion Module, see the Expansion
Module for IP Phone 1100 Series User Guide (NN43130-101).
Figure 2 shows the IP Phone 1140E.
Figure 2: IP Phone 1140E

About the Nortel IP Phone 1140E
10
Telephone controls
This section describes the controls on your IP Phone 1140E. In some
geographic regions, the IP Phone 1140E is offered with key caps that
have English text labels. In this document, text in parentheses indicates
the labels that appear on the key caps, for example, (Services).
Context-sensitive soft keys are located
below the display area. The LCD label above
each key changes based on the active
feature.
When a triangle appears before a soft key
label, the feature is active.
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.
A steady LCD light 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.
Throughout this document, the ACD line key
is indicated by the line number 2260. The
ACD line number that appears on your phone
can be a different number.
A steady LCD light beside a feature key
indicates that the feature is active. A flashing
LCD light indicates that the feature is being
programmed.
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