Nortel 1150E User manual

Category
IP phones
Type
User manual
Nortel Communication Server 1000
IP Phone 1150E
User Guide
Title page
Revision history
3
Revision history
June 2010
Standard 04.02. This document is up-issued to reflect changes in
technical content for Call Log Options, and to add Record on
Demand content.
June 2010
Standard 04.01. This document is up-issued to support
Communication Server 1000 Release 7.0.
October 2009
Standard 02.01. This document is up-issued to support
Communication Server 1000 Release 6.0 for UNIStim 4.0.
Because of the similarity of the UNIStim 4.0 features between
Communication Server 1000 Release 6.0 and Release 5.5,
UNIStim 4.0 Release 6.0 documentation is also used for Release
5.5.
April 2009
Standard 01.09. This document is up-issued to reflect changes in
the technical content found in the section “Connecting the
components of the phone”.
January 2009
Standard 01.08. This document is up-issued to reflect changes in
the technical content found in the section “Connecting the
components of the phone”.
January 2009
Standard 01.07. This document is up-issued to add technical
content to section “Additional Call Features”.
Revision history
4
October 2008
Standard 01.06. This document is up-issued to reflect changes in
the technical content found in the “Using virtual office” section.
April 2008
Standard 01.05. This document is up-issued to support Nortel
Communication Server 1000 Release 5.5 software for
UNIStim 3.0.
November 2007
Standard 01.04. This document is up-issued to support Nortel
Communication Server 1000 Release 5.0 software. This
document was up-issued to reflect a change in technical content.
May 2007
Standard 01.03. This document is up-issued to support Nortel
Communication Server 1000 Release 5.0 software. This
document was up-issued to 01.03 to reflect a change in technical
content found in the Regulatory section.
October 2006
Standard 01.02. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5 software. This
document was up-issued to 01.02 to reflect a change in technical
content found in the Regulatory section.
October 2006
Standard 01.01. This document is up-issued to support Nortel
Communication Server 1000 Release 4.5 software. This
document was up-issued to 01.01 to reflect a change in technical
content found in the Regulatory section.
Contents
5
Contents
About the Nortel IP Phone 1150E . . . . . . . . . . . . . . . . . . . . 11
Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
License notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 23
Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using encrypted calling . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Managing your Station Control Password (SCPW) . . . . . 23
Entering and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Entering text using the USB keyboard . . . . . . . . . . . . . . . . . . 26
Entering text using the telephone dialpad . . . . . . . . . . . . . . . 27
Editing text using the context-sensitive soft keys . . . . . . . . . . 27
Connecting the components . . . . . . . . . . . . . . . . . . . . . . . . 30
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Connecting the components of the phone . . . . . . . . . . . . . . . 31
Virtual Private Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Connecting your IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
QoS configuration recommendations . . . . . . . . . . . . . . . . 39
Installing and configuring VPN . . . . . . . . . . . . . . . . . . . . . . . . 40
Configuring Telephone Options . . . . . . . . . . . . . . . . . . . . . 56
Using the Telephone Options menu . . . . . . . . . . . . . . . . . . . . 57
Adjusting the volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Adjusting the display screen contrast . . . . . . . . . . . . . . . . 59
Contents
6
Selecting a language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Selecting date and time format . . . . . . . . . . . . . . . . . . . . 61
Accessing display diagnostics . . . . . . . . . . . . . . . . . . . . . 62
Choosing a local dialpad tone . . . . . . . . . . . . . . . . . . . . . 62
Viewing phone information . . . . . . . . . . . . . . . . . . . . . . . . 63
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Selecting a headset type . . . . . . . . . . . . . . . . . . . . . . . . . 64
Configuring call log options . . . . . . . . . . . . . . . . . . . . . . . 65
Choosing a ring type . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Enabling or disabling Call Timer . . . . . . . . . . . . . . . . . . . 71
Setting the call indicator light . . . . . . . . . . . . . . . . . . . . . . 72
Changing feature key labels . . . . . . . . . . . . . . . . . . . . . . . 72
Configuring the name display format . . . . . . . . . . . . . . . . 74
To configure name display format: . . . . . . . . . . . . . . . . . . 75
Configuring Live Dialpad . . . . . . . . . . . . . . . . . . . . . . . . . 75
Using the Password Admin menu . . . . . . . . . . . . . . . . . . . . . 77
Configuring Local Menu options . . . . . . . . . . . . . . . . . . . . 80
Using the 1. Preferences submenu . . . . . . . . . . . . . . . . . . . . 82
Changing 1. Display Settings . . . . . . . . . . . . . . . . . . . . . . 82
Changing 2. Language . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Configuring 3. Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Configuring 4. Bluetooth . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Using the 2. Local Diagnostics submenu . . . . . . . . . . . . . . . 103
1. IP Set&DHCP Information . . . . . . . . . . . . . . . . . . . . . 103
2. Network Diagnostic Tools . . . . . . . . . . . . . . . . . . . . . 103
3. Ethernet Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
4. IP Network Statistics . . . . . . . . . . . . . . . . . . . . . . . . . 104
5. USB Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
6. Advanced Diag Tools . . . . . . . . . . . . . . . . . . . . . . . . . 104
7. DHCP Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
8. License Information . . . . . . . . . . . . . . . . . . . . . . . . . . 104
9. VPN Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Contents
7
10. Certificate Information . . . . . . . . . . . . . . . . . . . . . . . 105
Using the 3. Network Configuration menu . . . . . . . . . . . . . . 105
Using the 4. Lock Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Call Center Agent/Supervisor Features . . . . . . . . . . . . . . 107
Headset interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Agent login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Login with Agent ID and Multiple
Queue Assignment (MQA) . . . . . . . . . . . . . . . . . . . . . . . 108
Default login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Agent logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Call Center Agent features . . . . . . . . . . . . . . . . . . . . . . . . 112
Use Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Answer Call Center calls . . . . . . . . . . . . . . . . . . . . . . . . 112
Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
The Emergency Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Activate Make Set Busy . . . . . . . . . . . . . . . . . . . . . . . . . 115
Making non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Contact your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . 116
Use Walkaway and Return from Walkaway . . . . . . . . . . 117
Call Center Supervisor Features . . . . . . . . . . . . . . . . . . . . 120
Agent Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Use the Supervisor Observe and
Supervisor Headset Port . . . . . . . . . . . . . . . . . . . . . . . . 122
Observe Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Contents
8
IP Phone 1150E non-ACD call features . . . . . . . . . . . . . . 127
Make a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Using Predial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Using Auto Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Using Ring Again . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Using Last Number Redial . . . . . . . . . . . . . . . . . . . . . . . 131
Using Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Using System Speed Call . . . . . . . . . . . . . . . . . . . . . . . 133
Using Hot Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Using Intercom calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
While on an active call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Using Timed Reminder Recall . . . . . . . . . . . . . . . . . . . . . . . 138
Using Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Using Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Calling Party Number/Charge Account . . . . . . . . . . . . . . . . . 141
Displaying incoming calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Tracing a Malicious call . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Additional Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Using the buzz signal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Using Call Page Connect to make an announcement . . . . . 144
Charging a call or charging a forced call . . . . . . . . . . . . . . . 145
Using Enhanced Override . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Using Forced Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Override Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Using Privacy Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Using Radio Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Using Voice Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Contents
9
Using the Voice Messaging control screens . . . . . . . . . . . . . 154
Activate Automatic Answerback . . . . . . . . . . . . . . . . . . . . . . 156
Activate Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Use Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Forward calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Forward internal calls only . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Use Remote Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Secure your phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Set up a Conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Join a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Selectable Conferee Display and Disconnect . . . . . . . . . . . 166
Use Group Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . 169
Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Additional phone features . . . . . . . . . . . . . . . . . . . . . . . . . 171
Using the Personal Directory . . . . . . . . . . . . . . . . . . . . . . . . 171
Using the Callers List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Using the Redial List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Using Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Logging in to Virtual Office . . . . . . . . . . . . . . . . . . . . . . . 178
Using Virtual Office on your Remote phone . . . . . . . . . . 180
Using Virtual Office on your Office phone . . . . . . . . . . . 181
Logging out of Virtual Office . . . . . . . . . . . . . . . . . . . . . . 183
Automatic log out from Virtual Office . . . . . . . . . . . . . . . 183
Emergency calls on your Remote IP Phone . . . . . . . . . 183
Troubleshooting Virtual Office . . . . . . . . . . . . . . . . . . . . 184
Using Media Gateway 1000B . . . . . . . . . . . . . . . . . . . . . . . . 186
Using Test Local Mode . . . . . . . . . . . . . . . . . . . . . . . . . 187
Using Resume Normal Mode . . . . . . . . . . . . . . . . . . . . . 187
Contents
10
Troubleshooting MG 1000B . . . . . . . . . . . . . . . . . . . . . . 188
Regulatory and safety information . . . . . . . . . . . . . . . . . . 189
DenAn regulatory notice for Japan . . . . . . . . . . . . . . . . . . . . 192
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
About the Nortel IP Phone 1150E
11
About the Nortel IP Phone 1150E
The Nortel IP Phone 1150E provides easy access to a wide range of
business features. Your network administrator assigns features to your
feature keys and provides you with passwords and other codes as
required. The CS 1000 system automatically controls incoming call
routing to answering positions, and can provide music or recorded
announcements to waiting callers.
The IP Phone 1150E can be configured for either an Agent, or
Supervisor. It is shipped in the Agent configuration, but can be modified to
support the Supervisor configuration. Depending on your role, you will
have been provided with one of the two configurations.
In this document, Call Center phone and Automatic Call Distribution
phone (ACD) are interchangeable terms for the IP Phone 1150E.
Figure 1: Self-labeled line/programmable feature keys and context-
sensitive soft keys
About the Nortel IP Phone 1150E
12
Basic features
The IP Phone 1150E supports the following features:
six self-labeled line/programmable with labels and indicators
four context-sensitive soft keys providing access to a maximum of
nine features
For information about context-sensitive soft keys, Features and
Services Fundamentals (NN43001-106).
Some IP Phone 1150E phones are not configured to support soft key
functionality. Contact your system administrator.
graphical, high-resolution pixel-based display, backlit, with adjustable
contrast
volume control keys for adjusting ringer, speaker, and headset
volume
seven specialized feature keys:
—Copy
— Services
— Quit/Stop
— Message/Inbox
— Shift/Outbox
— Directory
Feature (reserved for future use)
seven dedicated Automatic Call Distribution (ACD) fixed keys for
default Agent key configuration with an integrated LED (configured by
your system administrator):
Supervisor Talk/Listen
— Emergency
— Supervisor
—Make Busy
Not Ready
About the Nortel IP Phone 1150E
13
— In-Calls
— Activity
eight dedicated ACD fixed keys for Supervisor key configuration with
an integrated LED (configured by your system administrator):
Supervisor Talk/Listen
Display Agents
— Interflow
Answer Emergency
Answer Agent
Call Agent
Observe Agent
In-Calls
Call Duration Timer
Corporate Directory
Personal Directory
Redial List
Callers List
Password Administration
Virtual Office
Branch Office
integrated Gigabit Ethernet switch for shared PC access
LAN Ethernet port
PC Ethernet port
Agent headset port
Supervisor headset port
USB port to support standard USB keyboard, mouse, or powered hub
Note: Powered downstream 1.1-compliant USB hubs are supported,
including USB 2.0 hubs, if they offer USB 1.1-backwards compliancy.
About the Nortel IP Phone 1150E
14
automatic network configuration
Hearing Aid Compatibility (HAC) as per FCC Part 68
wireless device support (Agent port, only) through Bluetooth®
1.2 compliant Audio Gateway Headset Profile)
language support: English, French, Swedish, Danish, Norwegian,
German, Dutch, Portuguese, Czech, Finnish, Hungarian, Italian,
Polish, Spanish, Russian, Latvian, Turkish, and Katakana
Figure 2: IP Phone 1150E
About the Nortel IP Phone 1150E
15
Telephone controls
This section describes the controls on your IP Phone 1150E. In some
geographic regions, the IP Phone 1150E is offered with key caps that
have English text labels. Text in parentheses indicates labels appearing
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 context-sensitive 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 icon beside a Line (DN) key
indicates that the line is active. A flashing
LCD light indicates the line is on hold or the
feature is being programmed.
A steady LCD icon beside a feature key
indicates that the feature is active. A flashing
LCD light indicates that the feature is being
programmed.
Fwd
Fwd
More...
About the Nortel IP Phone 1150E
16
Use the Volume control buttons to adjust
the volume of the ringer, headset, and
speaker. Press the top button to increase the
volume, and press the bottom button to
decrease the volume.
Use the Navigation keys to scroll through
menus and lists appearing on the LCD
display screen. The outer part of this key
cluster rocks for up, down, left, and right
movements.
Use Up and Down keys to scroll up and
down in lists, and the Left and Right keys to
position the cursor. You can also use the Left
and Right keys to select editable fields that
appear on the phone. Press the Right key to
select the field below the current position, or
press the Left key to select the field above
the current position.
Use the Send/Enter key, at the center of the
Navigation key cluster, to confirm menu
selections.
Note: In most menus, you can use the
Send/Enter key instead of the Select
soft key.
Press the Hold key to put an active call on
hold. Tap the flashing line (DN) soft key to
return to the caller on hold.
Use the Expand key to access external
server applications.
(Volume +)
(Volume -)
About the Nortel IP Phone 1150E
17
Feature key (reserved for future use)
Activity key (reserved for future use)
Use the Goodbye key to terminate an active
call.
Press the Emergency key to join the
supervisor into a call that you judge to be an
emergency situation.
Your Mute key functionality is enabled or
disabled by your system administrator.
Contact your system administrator to
determine if your Mute key is enabled.
If your Mute key is enabled, press the Mute
key to listen to the receiving party without
transmitting your voice. Press the Mute key
again to return to two-way conversation.
Note 1: If your Mute key is not enabled,
pressing the Mute key places the call on
hold. Press the Mute key again to
restore the active call or press the line
key to restore the active call. You cannot
retrieve this call from hold by pressing
the Hold key.
Note 2: The Mute LED indicator, located
on the Mute key, flashes to indicate that
the microphone is muted.
Note 3: The Supervisor key acts as a
mute key for the Supervisor. It is active
when flashing.
About the Nortel IP Phone 1150E
18
Press the Make Busy key to log out of the
ACD queue and agent position.
Press the Not Ready key to exit the ACD
queue without logging out.
Press the In-Calls key to answer incoming
ACD calls.
When a message is waiting, or there is an
incoming call, the red Message
Waiting\Incoming Call Indicator LED at the
top center of the IP Phone flashes. The flash
cadence for each alert is different.
Note: You may also hear an audio
Message Waiting Indicator (stutter or
beeping dial tone) when you go off-hook.
When a data-related message, such as an
instant message, is received, the blue
Feature Status Lamp flashes. Also, this
indicator flashes when a contact has come
online.
Note: This function requires server
support and, therefore, is not available
on all phones; consult your
administrator.
Press the Copy Key to copy entries to your
Personal Directory from other lists, such as
the Callers List, Redial List, and Corporate
Directory.
About the Nortel IP Phone 1150E
19
Press the Services key and use the
navigation keys to access the following
items:
Telephone Options:
Volume adjustment
Contrast adjustment
— Language
— Date/Time
Display diagnostics
Local Dialpad Tone
Set Info
— Diagnostics
Headset Type
Call Log Options
Ring type
Call Timer
Call Indicator Light
Change Feature Key Label
Name Display Format
Live Dialpad
Press the (Quit) key to exit an active menu
or dialog. Pressing the Quit key does not
affect the status of active calls.
Press the Shift/Outbox key to toggle
between two feature key pages and to
access an additional six lines/features.
About the Nortel IP Phone 1150E
20
(continued)
Password Admin:
Station Control Password
Note: The Password Admin menu is
not available on all IP Phone 1150E
phones. Consult your system
administrator.
Display Network Diagnostics Utilities
Note: Only your system administrator
or service provider can use Display
Network Diagnostics Utilities to perform
Internet diagnostics.
Virtual Office Login and Virtual Office
Logout (if Virtual Office is configured)
Test Local Mode and Resume Local
Mode (if Media Gateway 1000B is
configured)
Press the Services key to exit from any
menu or menu item.
Press the Services key twice to access the
Local Tools menu, and use the navigation
keys to access the following items:
1. Preferences
2. Local Diagnostics
3. Network Configuration
•4. Lock Menu
Press the Services key to exit from any
menu or menu item.
Note: Your system administrator can
establish a password for the Local Tools
menu. If you attempt to access the Local
Tools menu and a dialog box appears
prompting you for a password, contact
your system administrator.
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Nortel 1150E User manual

Category
IP phones
Type
User manual

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