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
8
— 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