Alcatel Omni Enterprise 4068 Quick Manual

Brand: Alcatel

Model: Omni Enterprise 4068

Category: IP phones

Type: Quick Manual

Handset Key Description

Voicemail Notification Key

Release Key

Mute Key (Automatic Answer for Headsets)

Menu Scroll Keys and Confirmation Key

Redial Key

Hands free / Loudspeaker Key

Information (Help) Key

Volume Up / Increase Contrast

Volume Down / Decrease Contrast

Automatic wrap-up:

When the agent ends a call the

system will put them into wrap up to prevent further

calls coming through. The agent can press the wrap

up key to bypass this timer. The screen will show

wrap up with a block next to it.

Pause:

The agent will then have a pause period

before they receive the next call.

Unavailable:

Press the

„Unavailable‟

key in the display, the screen

will then offer them various reasons for

withdrawing, one of these must be selected e.g.

Lunch / Toilet / Absent etc. The agent must then

press their release key The screen will show

Agent Unavailable.

Re-Enter the group:

Press the

„Unavailable‟

key in the display and then

press the release key

Touch Tone Dialling

– When on a call, press the

down arrow on your handset and select

“Send

DTMF”

. This will enable you to make your selection

e.g. 1 for sales etc.

Issue 4 10.11.14

Alcatel Omni Enterprise

4068/4038/4039

Call Centre Agent

Quick Guide

Log On: (Start receiving calls)

Leave the receiver down

Scroll to the “

” tab, by pressing the right-

hand arrow

Press the soft key next to

„Log On‟

in the display

Enter Agent number

If prompted for a password, enter 4 digit

password 0000 – password not always asked for!

Headset mode - Press Apply / Cancel to choose

or cancel headset mode

Press the release key

Once logged on your screen will show [Agent

number/Available agent and the date and time]

It will also offer… Unavailable / Wrap up / Queue

Info / Supervision / Logoff / Private Info

Log off: (At the end of your shift)

Press the soft key next to

„Log Off‟

in the display

If prompted for a password, enter 4 digit

password 0000 – password not always asked for!

Press the release key

Led status:

Steady Red: At least 1 call queuing

Red flashing: At least 1 call queue is saturated

(Full)

Green Flashing: At least 1 voice / text message

Off: No calls queuing and no messages

Receive a call:

Press the Speaker key if using a headset or

Lift receiver

The screen will show in conversation and offer

the following options:-

New call/ Help/ Queue Info/ Supervisor/ Record /

Put on hold / Forbid Camp On

Hold a call:

Whilst on a call

Press the down arrow to scroll to the next

screen, and then press the key next to

„Put on

Hold‟

in the display - the screen will show

Manual Hold. Or press soft key next to line key

and a musical note will appear

Retrieve a held call:

Press the

„Retrieve Call‟

key in the display or key

next to musical note

Enquiry call to another agent / supervisor/

extension:

Dial the required extension number or press the

programmed extn key (The caller will be placed

on hold as soon as you start dialing)

Retrieve an enquiry call:

Press the soft key next to

„Enquiry Off‟

in the

display (This will cut you off from the agent and

bring you back to the caller)

Transfer a call:

Dial the required extension or press programmed

extn key (The caller will be placed on hold as

soon as you start dialing) announce the caller

and press the

„Transfer‟

key in the display or

hang up

Retrieve a transfer call:

If there is no reply from the extension that you

are trying to transfer to, press the key next to

„Enquiry Off‟

and you will return to the caller

End a call:

Replace the receiver or press the release key

if using a headset

Help:

During a conversation you may request help by

pressing your

„Help‟

key in the display. This will

enable the supervisor to listen or participate in a

call the you are having problems with

Record:

This will enable you to record the conversation into

a mailbox for training purposes. Press the

„Record‟

key in the display. The display will then offer you

Restart / Pause / Stop (This facility is only available

with record software licence)

Queue info:

This will display information on calls queuing for

example average and maximum waiting time and

number of calls queued

Supervisor: Whilst on a call;

Press the Down arrow and select “

Supervisor

”

By pressing this key, the caller is placed on hold

whilst the agent is calling the supervisor to ask a

question.

Switch back & Forth

the agent can go back and

forth between 2 calls by pressing the line they want

to speak to. The 2

line will automatically go on

hold.

3 way Conference

the agent can press their

Conference

key in the display to join all 3 parties

together

End of conversation:

Transaction code: The system can be set to prompt

the agent to enter a code between 1 – 15 digits.

This can be related to the type of conversation the

agent has had. Statistics can then be accessed

relating to the transaction codes.

Alcatel Omni Enterprise 4068 Quick Manual

Brand: Alcatel

Model: Omni Enterprise 4068

Category: IP phones

Type: Quick Manual

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Alcatel Omni Enterprise 4068 Quick Manual

Alcatel Omni Enterprise 4068 Quick Manual

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