Nortel Networks NN43112-102 User Manual
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Contents
About the Nortel IP Phone 1120E ......................................... 7
Basic features............................................................................ 7
Telephone controls.................................................................... 9
Telephone display .................................................................. 15
Agent and Supervisor features............................................ 17
Logging in without Agent ID (for
basic ACD).............................................................................. 17
Logging in with Agent ID (for Basic ACD
or Contact Center Manager).................................................... 17
Logging in using Multiple
Queue Assignments (for Basic ACD)...................................... 19
Logging in with an Agent ID and MQA login options . . . . 19
Using Default Login ......................................................... 21
Logging out.............................................................................. 22
Agent features ....................................................................... 23
Answering ACD calls .............................................................. 23
Using Call Forcing .................................................................. 24
Using Return to Queue on No Answer.................................... 25
Using Activity code.................................................................. 25
Using Emergency.................................................................... 26
Using Not Ready .................................................................... 27
Placing or answering non-ACD calls ...................................... 27
Contacting your supervisor...................................................... 28
Supervisor features ............................................................. 31
Using Answer Agent............................................................... 31
Using the Agent key................................................................ 32