Manuali utente per Nortel Networks 1165E

Sommario

• Title page

  1
• Revision history

  3
• Contents

  5
• About the Nortel IP Phone 1165E

  7
  • 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
• Agent and supervisor features

  21
  • 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
• Agent features

  27
  • 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
• Supervisor features

  35
  • Using Answer Agent

    35
  • Using the Agent key

    36
  • Using Answer Emergency

    36
  • Using Call Agent

    37
  • Using Interflow

    38
  • Using Night Service

    38
  • Observing a call

    40
  • Displaying the queue

    41
  • Displaying agent status

    43
• Terms you should know

  45