Nortel NN-10300-053 User manual

Nortel Communication Server 1000
IP Softphone 2050
Call Center User Guide

Title page

Revision history
3
Revision history
June 2006
Standard 6.00. This document is up-issued to reflect additional
information about reserved keyboard keys.
March 2006
Standard 5.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5, for the IP Softphone
2050 Version 2.
August 2005
Standard 4.00. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5.
September 2004
Standard 3.00. This document is up-issued for Nortel
Communication Server 1000 Release 4.0.
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.

Revision history
4

Contents
5
Contents
IP Softphone 2050 overview . . . . . . . . . . . . . . . . . . . . . . . . . 7
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
IP Softphone 2050 Call Control window . . . . . . . . . . . . . . . 11
Call Control window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Call Control window elements and functions . . . . . . . . . . . . . 14
Hot keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
System tray icon and menu . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Local Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
CS 1000 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Agent and Supervisor features . . . . . . . . . . . . . . . . . . . . . . 24
Line and feature keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Logging in an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Logging in with Agent ID and Multiple Queue Assignments . . 25
Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 31
Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents
6
Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Using Display Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

IP Softphone 2050 overview
7
IP Softphone 2050 overview
The IP Softphone 2050 is a business telephone application that you can
use to make and take calls over your computer. Using a headset or
handset connected to your PC, you control calls with the click of the
mouse pointer, from your PC keyboard, or from the USB Audio Adapter.
Designed to work with IP-based phone systems, the IP Softphone 2050
provides Voice over IP (VoIP) services using a telephony server and your
Local Area Network (LAN) or Wide Area Network (WAN).
The server that supports your IP Softphone 2050 determines the features
you can access, such as Call Conference, Call Transfer, and
Call Forward.
Features
The IP Softphone 2050 supports the following features:
• Twelve user-defined feature keys: six Programmable Line
(DN)/Feature Keys (self-labeled) and six lines/features accessed by
pressing the shift key
• Four soft keys that provide access to a maximum of 10 features
• Four-line display
• Directory capabilities stored locally on your PC or linked to external
directories, such as Lightweight Directory Access Protocol (LDAP),
Microsoft Outlook, and Windows Address Book (WAB) contact
management software
• CS 1000 Directory features (Personal Directory, Redial List, Callers
List, and Password Administration) stored on the application server
for systems running CS 1000 Release 4.0 or 4.5 software
• One-click direct dialing from various windows and applications
• Five specialized fixed keys:
— Directory
— Inbox (Message)

IP Softphone 2050 overview
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— Shift (Outbox)
— Services
— Expand
• Dedicated call processing keys:
—Hold
— Goodbye
—Answer
—Volume
—Mute
—Navigation
— Message Waiting
• User-selected ringer that lets the PC speakers or the headset ring for
incoming calls
• Choice of the following interfaces:
— 1140 skin
— Compact black and silver skins
— Accessibility Interface for the visually impaired
• Programmable hot keys that allow single key access to user-
definable features
• Three input modes: Digit, Alpha, and Native
• Macro functions available for programming long dialing patterns
• A check box for setting hook switch status
• Always-on-top option that keeps the Call control window on top of all
other open applications
Components
The IP Softphone 2050 supports five main components:
• “Call Control window” on page 9

IP Softphone 2050 overview
9
• “Local Directory window” on page 9
• “Settings window” on page 9
• “System tray icon and menu” on page 9
• “i2050.exe application” on page 10
Call Control window
The IP Softphone 2050 Call Control window displays the line keys,
feature buttons, and call display. Use this window to make and manage
your telephone calls. You also use this window to access both your Local
Directory and CS 1000 Directory features (Personal Directory, Redial List,
Callers List, Application Server Administration, and Password
Administration).
For more information about the Call Control window, consult the IP
Softphone 2050 User Guide
Local Directory window
Use the Local Directory window to create, manage, and use a telephone
directory stored on your local computer and to access external
directories, such as LDAP, Outlook, and WAB.
For more information about the Local Directory window, consult the IP
Softphone 2050 User Guide
Settings window
Use the Settings window—a series of dialog boxes—to set up the various
IP Softphone 2050 features.
For more information about the Settings window, consult the IP Softphone
2050 User Guide.
System tray icon and menu
You can right-click the IP Softphone 2050 system tray icon—located at
the right side of the Windows taskbar at the bottom of your screen—to
make and manage calls.

IP Softphone 2050 overview
10
i2050.exe application
The i2050.exe application lets the IP Softphone 2050 communicate with
the server. It launches when you start the IP Softphone 2050 but remains
hidden in the background. To verify that the i2050.exe is running, open
the Windows Task Manager. To view the i2050.exe process, select
Processes. The process appears as long as the IP Softphone 2050 icon
appears in the system tray.
Display
Both IP Softphone 2050 skins (1140 and compact skins) support two
display areas (shown in Figure 1 and Figure 2).
Figure 1: IP Softphone 2050—1140 skin display
Figure 2: IP Softphone 2050—compact skin display
The primary display area provides up to four lines of operating
information, such as Caller ID, server status, and so on.
The four soft keys provide access to server-definable features, such as
Transfer, Conference, and so on.
Primary display
Soft keys
Primary display
Soft keys

IP Softphone 2050 Call Control window
11
IP Softphone 2050
Call Control window
The IP Softphone 2050 Call Control window supports the 1140 skin—
designed to look and feel like the desktop IP Phone 1140—as well as an
additional two compact skins, available in black and silver. The
IP Softphone 2050 also supports an Accessibility Interface for visually
impaired users.
To open the IP Softphone 2050 Call Control window:
1. From your desktop PC, select Start.
2. Select Programs.
3. Select Nortel > IP Softphone 2050 > IP Softphone 2050.
Accessibility Interface
To open the IP Softphone 2050 Accessibility Interface from the Call
Control window:
1. From your desktop PC, select Start > Programs > Nortel >
IP Softphone 2050 > IP Softphone 2050.
The Call Control window opens.
2. Select File > Settings > Skin.
3. Select Accessibility Interface.
Note: If the IP Softphone 2050 is running, you must exit and restart
for the change to the Accessibility Interface to take effect.

IP Softphone 2050 Call Control window
12
Call Control window
The Call Control window (see Figure 3 below and Figure 4 on page 13)
includes the standard features that let you make and manage telephone
calls.
For information on the elements of the Call Control window, see Table 1
on page 14.
Figure 3: Call Control Window—1140
Soft keys
Mute
Directory
Inbox/Messages
Outbox/Shift
Quit
Navigation
arrows
Display
Release
Hold
Answer
Expand
Speaker
Volume up
Volume down
Copy
Services
Line keys Line keys
Dialpad

IP Softphone 2050 Call Control window
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Figure 4: Call Control Window—Compact Skin (silver)
Accessibility Interface______________________________
The Accessibility Interface works with JAWS® for Windows from
Freedom Scientific—screen reading software that lets visually impaired
users access the full range of IP Softphone 2050 features. The
Accessibility Interface has been tested on JAWS® Version 5.0. The
screen is divided into four groups of controls: Display, Line and Feature,
Date and Time, and Indicators.
Menu Command options in the Accessibility Interface match those in the
standard Call Control window.
For more information about the Accessibility Interface, consult the IP
Softphone 2050 User Guide.
Soft keys
Line keys
Volume keys
Mute
Directory
Inbox/
Messages
Outbox/Shift Quit
Navigation arrows
Display
Copy
Services
Expand
Dialpad
Release
Hold
Answer
Speaker

IP Softphone 2050 Call Control window
14
Call Control window elements and functions
Table 1 describes the elements and functions of the Call Control window.
Table 1: IP Softphone 2050 components and functions
(Part 1 of 3)
Element Function
Primary display To provide call information (such as Caller ID)
and instructions for using certain soft key
features.
When idling, the telephone displays only the date
and time.
Soft keys To access server-definable features, such as
Transfer (for connecting calls to other people),
Conference (for group calls), and so on.
To select a feature, click one of the four available
soft-labelled soft keys, and then follow the
instructions on the display.
Available soft key features vary, depending on:
• Your current task: the features available at
any time depend on your current call activity.
• Server support: IP Softphone 2050
functionality depends on communication
server configuration.
Note: To view additional features, click the
More soft key.
Copy To copy a network service, feature, or folder.
Quit To quit a network service or feature.

IP Softphone 2050 Call Control window
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Navigation arrows
To scroll through menus and lists in the display
area.
Use the Send/Enter key at the center of the
navigation cluster to confirm menu selection
(1140 skin only).
Volume
decrease
increase
To increase or decrease the headset volume.
Mute To listen to the receiving party without
transmitting.
To return to a two-way conversation, click the
Mute button again.
The Mute button mutes the Headset microphone.
Answer To answer and make calls.
Hold To place an active call on hold.
The feature key label for the line on hold displays
a flashing icon to indicate that the call is on hold.
Return to the call by clicking the Line button of
the call on hold.
Release To terminate an active call.
Line keys To access one of six programmable Line keys.
These keys can represent line appearances,
DNs, or features.
The communication server provides the labels
that appear on these keys.
Dialpad To dial a telephone number. Use your mouse
pointer to click the numbers you want to enter.
Table 1: IP Softphone 2050 components and functions
(Part 2 of 3)
Element Function

IP Softphone 2050 Call Control window
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Hot keys
You can assign keyboard hot keys to access the full range of Call Control
window functions and menu options.
Adding a hot key
To add a new hot key:
1. Select File > Settings > Hot Keys.
2. Choose the feature group that you want to access: Buttons, Menu,
or Select Fields (Accessibility Interface only).
3. From the Items list, select the feature to which you want to assign a
hot key.
Directory To access CS 1000 Directory features.
Depending on how the system administrator sets
up this service, use this button to access any of
the following: Personal Directory, Redial List,
Callers List features, or some other server-based
directory service.
You can use CS 1000 Directory features to place
a call. The call is placed on your prime line,
unless you select a different line.
Services To access a list of network services.
Expand Feature reserved for future use.
Inbox/Messages
To access your messages or return a call.
Outbox/Shift To toggle between feature key displays.
Speaker To answer and make calls using the handsfree
speaker
Table 1: IP Softphone 2050 components and functions
(Part 3 of 3)
Element Function

IP Softphone 2050 Call Control window
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4. Under Press a new shortcut key, enter the key combination—“Alt +
Ctrl + V”, for example—that you want as your hot key.
5. Click Assign.
Note: If the key combination is already taken, the previously assigned
feature appears in the Shortcut currently used by text box.
To assign a hot key, you can enter any keyboard key combination except
for the following:
•AtoZ
• Shift-A to Shift-Z
• Alt-A to Alt-Z
• 0 to 9
• Alt+0 to Alt+9
• Asterisk (*)
• Number sign (#)
• Up, down, left, and right arrow keys
• Shift+Up, Shift+Down
• PageUp, PageDn
• Alt+F1 to Alt+F12
• F1, Shift+F1,Ctrl+F1, Ctrl+Alt+F1, Ctrl+Alt+Shift+F1
• Space bar
Removing a Hot Key
To remove a hot key:
1. Select File > Settings > Hot Keys.
2. Choose the feature group that you want to access: Buttons, Menu,
or Fields (Accessibility Interface only).
3. From the Items list, select the feature from which you want to remove
a hot key.
4. Click Remove.

IP Softphone 2050 Call Control window
18
System tray icon and menu
Use the IP Softphone 2050 system tray icon menu to manage phone calls
and messages without opening the Call Control window.
To access the menu, right-click the IP Softphone 2050 icon found in the
Windows taskbar system tray. From the menu (Figure 5), you can make,
answer, and manage your calls, as well as access macros and features.
Figure 5: System tray menu
From the system tray menu, you can:
• Select Headset/Handset to answer a call.
• Select Handsfree to use the speaker to answer or make a call.
• Select Answer to take a call.
• Select Goodbye to terminate a call.
• Select Hold to place an active call on hold.
• Select Mute to mute the headset microphone.
• Select Send to confirm menu selections and terminate input
sequences.
System tray menu
System tray icon

IP Softphone 2050 Call Control window
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• Select Make Call to open the Phone Number dialog box.
• Select Features to access server-supported features.
• Select Macros to access your list of macros.
• Select Open to open the Call Control window.
• Select Exit to close the IP Softphone 2050.
• Select Cancel to cancel the system tray menu.

IP Softphone 2050 Call Control window
20
Local Directory
The IP Softphone 2050 Local Directory (Figure 6) lets you store as many
phone directories on your computer as you need. You can use the
Shortcut Bar to organize your contacts into smaller groups of shortcut
links.
Figure 6: Local Directory window
You can use the Local Directory to:
• Link to external directories such as Outlook, Act, and LDAP, and
Windows Address Book (WAB).
• Dial from external directories.
• Save contacts locally to your computer.
• Filter long directories so they are easier to use.
Note: Do not confuse the IP Softphone 2050 Local Directory with the
Network Directory (accessible by clicking Directory on the
toolbar).