Avaya Canada IP1150E Bluetooth IP Phone User Manual Nortel IP Phone 1140E User Guide CS 1000

Avaya Canada Corporation Bluetooth IP Phone Nortel IP Phone 1140E User Guide CS 1000

Contents

Manual

Nortel Communication Server 1000Nortel IP Phone 1150EUser GuideTitle page
Revision history3Revision historyNovember 2005Standard 1.01. This document is issued to support Nortel Communication Server 1000 Release 4.5 software.
Revision history4
Contents5ContentsAbout the Nortel IP Phone 1150E . . . . . . . . . . . . . . . . . . . . 11Basic features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Telephone controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Telephone display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Call features and Flexible Feature Codes . . . . . . . . . . . . . . . 21Security features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Entering and editing text . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Entering text using the telephone dialpad . . . . . . . . . . . . . . . 25Entering text using the USB keyboard . . . . . . . . . . . . . . . . . . 26Editing text using the soft keys . . . . . . . . . . . . . . . . . . . . . . . . 26Connecting the components . . . . . . . . . . . . . . . . . . . . . . . . 29Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Connecting the components of the phone . . . . . . . . . . . . . . . 30Connecting a Bluetooth headset . . . . . . . . . . . . . . . . . . . . . . 35Interaction between Bluetooth headset and wired headset . . 35Configuring Telephone Options . . . . . . . . . . . . . . . . . . . . . 37Using the Telephone Options menu . . . . . . . . . . . . . . . . . . . . 39To use the Telephone Options menu: . . . . . . . . . . . . . . . 40Adjusting the volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Adjusting the display screen contrast . . . . . . . . . . . . . . . . 41Selecting a language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Selecting date and time format . . . . . . . . . . . . . . . . . . . . 43Accessing display diagnostics . . . . . . . . . . . . . . . . . . . . . 44Choosing a local dialpad tone . . . . . . . . . . . . . . . . . . . . . 44Viewing telephone information . . . . . . . . . . . . . . . . . . . . . 45Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Contents6Configuring call log options . . . . . . . . . . . . . . . . . . . . . . . 46Choosing a ring type . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Enabling or disabling Call Timer . . . . . . . . . . . . . . . . . . . 52Enabling OnHook Default Path . . . . . . . . . . . . . . . . . . . . 52Changing feature key labels . . . . . . . . . . . . . . . . . . . . . . . 53Configuring the name display format . . . . . . . . . . . . . . . . 55Using the call indication light . . . . . . . . . . . . . . . . . . . . . . 56Selecting a headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Call Center Agent/Supervisor Features . . . . . . . . . . . . . . . 57Headset interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Agent login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Correct errors during the login procedure . . . . . . . . . . . . . . . . 60Default login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Agent logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Call Center Agent features . . . . . . . . . . . . . . . . . . . . . . . . . 63Use Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Answering Call Center calls . . . . . . . . . . . . . . . . . . . . . . . . . . 63Call Forcing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Use the Emergency Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Use Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Activate Make Set Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Answer or make non-ACD calls . . . . . . . . . . . . . . . . . . . . . . . 67Contact your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Use Walkaway and Return from Walkaway . . . . . . . . . . . . . . 69Call Center Supervisor features . . . . . . . . . . . . . . . . . . . . . 71Agent Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Answer Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Contents7Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Use the Supervisor Observe and Supervisor Headset Jack . 73Observe Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Viewing queue status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77The ACD Calls Waiting status indicator . . . . . . . . . . . . . . . . . 77Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Display agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Your telephone’s non-ACD call features . . . . . . . . . . . . . . 81Make a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Use the Predial feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Auto Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Ring Again . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Redial last number called . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Use Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Make a System Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . 87Use Hot Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Make an Intercom call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Answer a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89While on an active call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Transfer a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Use Timed Reminder Recall . . . . . . . . . . . . . . . . . . . . . . . . . . 92Use Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Use Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Calling Party Number/Charge Account . . . . . . . . . . . . . . . . . . 95Display incoming calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Contents8Trace a Malicious call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Additional Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Use the buzz signal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Call Page to make an announcement . . . . . . . . . . . . . . . . . . 99Charge or Force Charge a call . . . . . . . . . . . . . . . . . . . . . . . 100Enhanced Override Feature . . . . . . . . . . . . . . . . . . . . . . . . . 103Forced Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Override Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Privacy Release Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Radio Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Voice Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Use the Voice Messaging control screens . . . . . . . . . . . . . . 109Activate Automatic Answerback . . . . . . . . . . . . . . . . . . . . . . 111Activate Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Use Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Forward calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Forward internal calls only . . . . . . . . . . . . . . . . . . . . . . . . . . 115Use Remote Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . 116Secure your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Set up a Conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Join a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Selectable Conferee Display and Disconnect . . . . . . . . . . . 121Use Group Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Additional phone features . . . . . . . . . . . . . . . . . . . . . . . . . 125Using the Personal Directory . . . . . . . . . . . . . . . . . . . . . . . . 125Using the Callers List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Using the Redial List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Contents9Using Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Logging in to Virtual Office . . . . . . . . . . . . . . . . . . . . . . . 133Using Virtual Office on your Remote telephone . . . . . . . 134Using Virtual Office on your Office telephone . . . . . . . . 136Logging out of Virtual Office . . . . . . . . . . . . . . . . . . . . . . 138Troubleshooting Virtual Office . . . . . . . . . . . . . . . . . . . . 139Using Media Gateway 1000B . . . . . . . . . . . . . . . . . . . . . . . . 141Using Test Local Mode . . . . . . . . . . . . . . . . . . . . . . . . . 142Using Resume Normal Mode . . . . . . . . . . . . . . . . . . . . . 142Troubleshooting MG 1000B . . . . . . . . . . . . . . . . . . . . . . 143Corporate Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Accessories for the IP Phone 1150E . . . . . . . . . . . . . . . . 147Accessory Connection Module (ACM) . . . . . . . . . . . . . . . . . 147Additional Key Caps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147Analog Terminal Adapter (ATA) . . . . . . . . . . . . . . . . . . . . . . 147Computer Telephony Integration Adapter (CTIA) . . . . . . . . . 147Display-based Expansion Module . . . . . . . . . . . . . . . . . . . . 148External Alerter and Recorder Interface . . . . . . . . . . . . . . . . 148Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148Key-based Expansion Module . . . . . . . . . . . . . . . . . . . . . . . 149Personal Directory PC Utility . . . . . . . . . . . . . . . . . . . . . . . . 149Terms you should know . . . . . . . . . . . . . . . . . . . . . . . . . . 151Regulatory and safety information . . . . . . . . . . . . . . . . . . 155Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
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About the Nortel IP Phone 1150E11About the Nortel IP Phone 1150EAuthor’s note: This document utilizes the User Guide from the 1140E as its basis. The 1150E appears to have similar features to the 3905. When reviewing this document, please note where functionality follows the 1140E or the 3905, or neither.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.In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms for the 1150E.Note: In this guide, user-defined feature key labels appear beside the keys, and soft key labels appear directly above the keys. Figure 1 shows user-defined feature keys and soft keys.Figure 1: User-defined feature keys and soft keys
About the Nortel IP Phone 1150E12Basic featuresThe IP Phone 1150E supports the following features:• six user-defined feature keys with labels and indicators• four soft keysNote: Some IP Phone 1150E phones are not configured to support soft key functionality. Consult your system administrator.• graphical, high-resolution LCD display, backlit, with adjustable contrast• high-quality speaker phone• volume control keys for adjusting ringer, speaker, handset, and headset volume• six specialized feature keys:—Quit— Directory— Message/Inbox— Shift/Outbox— Services—Copy• ten call-processing fixed keys:—Mute—Release— Talk/Listen— Expand—Hold— Emergency— Supervisor—Make Busy— Not Ready— In Calls
About the Nortel IP Phone 1150E13• gigabit Ethernet ports• built-in gigabit Ethernet switch for shared PC access• headset jack with an On/Off key• USB port to support a keyboard or mouseNote: Powered downstream 1.1-compliant USB hubs are supported, including USB 2.0 hubs, if they offer USB 1.1 backwards compliancy.• automatic network configuration• hearing aid compatibility• wireless headset support using a Bluetooth® 1.2-compliant Audio Gateway (Headset Profile, Bluetooth Power Class 2)
About the Nortel IP Phone 1150E14Figure 2 shows the IP Phone 1150E.Figure 2: IP Phone 1150ETelephone controlsNote: In some geographic regions, the Nortel IP Phone 1150E is offered with key caps that have English text labels. Text in
About the Nortel IP Phone 1150E15parentheses indicates labels appearing on the key caps, for example, (Services).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 soft keys (self-labeled).The keys on either side of the LCD display area are user-defined feature keys, with labels on the LCD. These keys also function as line (DN) keys.A steady LCD light 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 light beside a feature key indicates that the feature is active. A flashing LCD light indicates that the feature is being programmed.Use the Volume control buttons to adjust the volume of the ringer, handset, headset, speaker, and the Handsfree feature. Press the top button to increase the volume, and press the bottom button to decrease the volume.Fwd FwdMore..AutoAns Z(Volume +)(Volume -)
About the Nortel IP Phone 1150E16Press the Mute key to listen to the receiving party without transmitting. Press the Mute key again to return to two-way conversation. The Mute key applies to handsfree, handset, and headset microphones. Note: The Mute LED indicator, located on the Mute key, flashes to indicate that the microphone is muted.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 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 applicationsUse the Release key to terminate an active call.
About the Nortel IP Phone 1150E17When a message is waiting, the orange Visual Alerter/Message Waiting indicator flashes. Also, this indicator flashes when the set ringer is on.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 Caller List, Redial List, and Corporate Directory.
About the Nortel IP Phone 1150E18Press 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— Call Log Options— Ring type— Call Timer— On hook default path— Change Feature Key Label— Name Display Format
About the Nortel IP Phone 1150E19(continued)• Password Admin:— Station Control PasswordNote: The Password Admin menu is not available on all IP Phone 1150E phones. Consult your system administrator.• Display Network Diagnostics UtilitiesNote: 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 MenuPress 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.
About the Nortel IP Phone 1150E20Press the Cancel key to exit an active menu or dialog. Pressing the Cancel 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.Press the Message/Inbox key to access your voice mailbox.Note: This function is not available on all phones; consult your system administrator.Press the Directory key to access directory services.Press the Supervisor key to open a direct line from the agent telephone to the supervisor.Press the Make Busy key to log out of the ACD queue and agent position.Press the In-Calls key to answer incoming ACD calls.Press the Not Ready key to exit the ACD queue without logging out.
About the Nortel IP Phone 1150E21Telephone displayYour IP Phone 1150E has three display areas:• The upper display area provides line and feature key status.• The middle display area contains single-line information for items such as caller number, caller name, feature prompt strings, user-entered digits, date and time information, and telephone information.• The lower display area provides feature soft key label information.Figure 3 shows an LCD screen.Figure 3: IP Phone 1150E LCD screenCall features and Flexible Feature CodesSome features are not available on all telephones. Call features and Flexible Feature Codes (FFC) must be assigned to your telephone and supported by system software. Contact your system administrator to configure these features and codes on your telephone.
About the Nortel IP Phone 1150E22Security featuresYour Station Control Password (SCPW) enables the following security features:• Electronic Lock to prevent others from making calls from your telephone• password-protected telephone features (for example, Personal Directory, Redial List, and Callers List)Your system administrator defines your initial SCPW. Contact your system administrator for detailed information.To change your SCPW:1. Press the Services key.2. Press the Up/Down keys to scroll and highlight Password Admin.3. Press the Enter key.4. Use the dialpad to enter your password at the prompt.5. Press the Up/Down keys to scroll and highlight New Password.6. Press the Enter key.
About the Nortel IP Phone 1150E23Note: The default configuration for Password Protection is off.To turn Password Protection on or off:7. Use the dialpad to enter the new password.8. Press the Select soft key to accept the new password.Note: If you are locked out of your IP Phone 1150E, or if you forget your SCPW, contact your system administrator.1. Press the Directory key.2. Press the Up/Down navigation keys to scroll and highlight Change Protection Mode.3. Use the dialpad to enter your password (if Password Protection is enabled).4. Press the Enter soft key.5. Press the Up/Down navigation keys to scroll and highlight one of the following:— Enable Password Protection— Disable Password ProtectionSelectEnter
About the Nortel IP Phone 1150E246. Choose one of the following soft keys:—Yes to accept the selection—No to return to the Directory menu7. Press the Done soft key.orYes NoDone
Entering and editing text25Entering and editing textYou can enter and edit text on your IP Phone 1150E using the following methods:• “Entering text using the telephone dialpad” on page 25• “Entering text using the USB keyboard” on page 26• “Editing text using the soft keys” on page 26The use of any of these methods for text entry or editing depends on the application. Table 1 shows the applications and input devices that you can use for text entry.Entering text using the telephone dialpadYou can use the dialpad to enter text when you use features such as Personal Directory, Redial List, and Callers List. Use the dialpad in conjunction with the soft keys.For example, if you want to enter the letter A, press the number 2 key once. If you want to enter the letter C, press the number 2 key three times.Note: No letters are associated with the number 1 or the 0 keys.Table 1: Application text entryFor: Use:Call Server-related applications (for example, changing feature key labels, adding personal directory entries, or dialing)DialpadUSB keyboard for numeric entries onlyGraphical applications USB keyboardLocal Tools menu USB keyboardDialpad for numeric entries
Entering and editing text26Entering text using the USB keyboardAuthor’s note: Is there support for a USB keyboard on the 1150E?You can use the USB keyboard, when connected, to enter text in the tools and graphical applications.For number entry in telephone applications (for example, when dialing), you can use the keyboard to enter digits (0–9), as well as * and #. Other characters are ignored.When on a call, you can use the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) to control the telephone. Table 2 shows the function keys and their associated action during telephone calls.Editing text using the soft keysYou can use soft keys to edit text when you use features such as Personal Directory, Redial List, and Callers List. Use the soft keys in conjunction with the dialpad.Table 2: USB keyboard function keys during telephone callsFunction key Actionf1 Go to Handsfree modef2 Go to Headset modef3 Place the current call on holdf4 Mute the current callf5 Volume upf6 Volume downf7 Copyf8 Quit
Entering and editing text27To edit an entry in your Personal Directory, press the Directory key, and select the desired entry from your Personal Directory.Author’s note: Verify the following “edit text with soft keys” procedure.To edit text with the soft keys:1. Press the Edit soft key.2. Press the Left/Right navigation keys to move through the text.3. Select the appropriate editing soft key for the operation you want to perform.4. If the character you want is not visible, press the More.. soft key to access the next layer of soft keys.5. To add non-alphanumeric symbols, press the Symbol soft key, and perform the following:a. Press the Up navigation key to access the symbols.b. Press the Left/Right navigation keys to move to a specific symbol.c. Press the Choose soft key to select a symbol.6. Press the Next soft key to submit your changes.When you are editing text using the soft keys, various commands are available on the soft keys to help you, as described in Table 3.Table 3: Editing soft key description (Part 1 of 2)Soft key DescriptionCancel Cancel an action.Choose Select a non-alphanumeric symbol (available only after the Symbol soft key is selected).Clear Clear the input field.Case Switch the next character to either uppercase or lowercase.Delete Backspace one character.Done/Select/Enter Varies, depending on the state of your phone.
Entering and editing text28More.. Access additional soft keys.Table 3: Editing soft key description (Part 2 of 2)Soft key Description
Connecting the components29Connecting the componentsFigure 4 shows connections on the IP Phone 1150E.Author’s note: New graphics needed to show the connectors for the 1150E.Figure 4: IP Phone 1150E connectionsWARNING *Ensure that the protective rubber cap on the Expansion Module port is in place when the port is not in use. Connecting anything other than the proper Expansion Module connector to this port can cause damage to the phone.Expansion ModuleConnector PC Ethernet portLAN Ethernet portLink lampTilt leverUSB Connector AC Adapter jackHeadset jackHandset jack
Connecting the components30Before you beginConnecting the components of the phoneAuthor’s note: The above warning needs to be updated because the 1150E is a different form factor than the 1140E. The description for connecting the components needs to be modified for the 1150E. This will include new graphics.1. Remove the stand cover. Pull upward on the center catch as indicated in Figure 5, and remove the stand cover. The cable routing tracks are now accessible.CAUTIONDamage to EquipmentDo not plug your IP Phone 1150E into a regular telephone jack. This results in severe damage to the IP Phone. Consult your system administrator to ensure that you plug your telephone into a 10/100BaseT Ethernet jack.CAUTIONYour IP Phone 1150E is designed for use in an indoor environment only.WARNING Your IP Phone 1150E is shipped with the base locked in position. To avoid damaging your phone, press the wall-mount lever, located just under the Handsfree key as indicated in Figure 7 on page 34, to release the base and pull it away from the phone.
Connecting the components31Figure 5: Remove the stand cover2. Connect the AC power adapter (optional). Connect the adapter to the AC adapter jack in the bottom of the phone. Form a small bend in the cable, and then thread the adapter cord through the channels in the stand.Warning: Use your IP Phone 1150E with the approved Nortel AC Adapter (model #N0023000) for this model of phone only.Note 1: Your IP Phone 1150E supports both AC power and Power over Ethernet options, including IEEE 802.3af standard power. To use local AC power, the optional AC adapter can be ordered separately. To use Power over Ethernet, where power is delivered Tilt LeverButtonCenterCatchHandsetcord exit
Connecting the components32over the CAT-5 cable, the LAN must support Power over Ethernet, and an AC adapter is not required.Note 2: You must use CAT-5e (or later) cables if you want to use gigabit Ethernet.3. Install the handset. Connect the end of the handset cable with the short straight section into the handset. Connect the end of the handset cable with the long straight section to the back of the phone, using the RJ-9 handset jack marked with the symbol +. Form a small bend in the cable, and then thread the handset cord through the channels in the stand so that it exits behind the handset on the right side, in the Handset cord exit in the stand base marked with the symbol +, as shown in Figure 5.4. Install the headset (optional). If you are installing a headset, plug the connector into the RJ-9 headset jack marked with the symbol ) on the back of the phone, and thread the headset cord along with the handset cord through the channels in the stand, so that the headset cord exits the channel marked with the symbol ).5. Install the Ethernet cable. Connect one end of the supplied Ethernet cable to the back of your phone using the RJ-45 connector marked with the symbol %, and thread the network cable through the channel marked with the symbol %.6. Install the Ethernet cable connecting the PC to the phone (optional). If you are connecting your PC Ethernet through the phone, connect one end of the PC Ethernet cable to your phone using the RJ-45 connector marked with the symbol (, and thread it through the channel marked with the symbol (. Connect the other end to the LAN connector on the back of your PC.7. Install additional cables. If applicable, plug in optional USB devices. Connect the Ethernet cable to the LAN Ethernet connection. If you are using an AC power adapter, plug the adapter into an AC outlet.
Connecting the components33Figure 6: Cable routing tracks and mounting holes8. Wall-mount your phone (optional). Your IP Phone 1150E can be mounted either by: (method A) using the mounting holes on the bottom of the phone stand, or (method B) using a traditional-style wall-mount box with RJ-45 connector and 15-cm (6-inch) RJ-45 cord (not provided).Complete steps 1-7, as needed, before you wall-mount your phone:Method A: Press the wall-mount lever, and pull the phone away from the stand, as shown in Figure 5.Using the stand cover (the part you removed in step 1), mark the wall-mount holes by pressing the bottom of the stand cover firmly against the wall in the location where you wish to install the phone. Four small pins on the bottom of the stand cover make marks on the wall. Use the marks as a guideline for installing the wall-mount screws (not provided). Install the screws so that they protrude 3 mm (1/8 inch) from the wall, and then install the phone stand mounting holes over the screw heads as indicated in Figure 4 (Method A),. You may need to remove the phone from the wall to adjust the lower screws. When the lower screws are snug, Method AMethod B
Connecting the components34install the phone on the mounting screws, and then tighten the top screws.Figure 7: Rotate the phone into the wall mount position.Method B: Attach the 15-cm (6-inch) CAT5e cable, position the stand over the mounting rivets, and slide the phone down the wall so that the rivets fit into the slots on the stand, indicated in Figure 6 on page 33 (Method B).9. Replace the stand cover. Ensure that all cables are neatly routed and press the stand cover into place until you hear a click10. Put the phone in the wall-mount position (optional). If you wall-mounted your phone, put it in the wall-mount position by holding the Tilt Lever and pressing the phone towards the base until the phone is parallel with the base. Release the Tilt Lever and continue to push the phone towards the base until you hear an audible click. Ensure the phone is securely locked in position.Wall-mount leverTilt lever
Connecting the components35Connecting a Bluetooth headsetYour IP Phone 1150E is equipped with a Bluetooth radio system to support Bluetooth headsets. Before you can use a Bluetooth headset with your phone, you must pair the two devices.Pair the Bluetooth headset with your phone by selecting the pairing function in the phone Tools Menu, while pressing the Connect button on the headset. You can also unpair your headset from your phone.Author’s note: The proceeding section describing the pairing of a Bluetooth Headset needs to be clarified; what is the procedure for pairing / unpairing the headset? Follow up with Charles.Interaction between Bluetooth headset and wired headsetIf you also connect a wired headset, the Bluetooth headset interacts with the wired headset as follows:• If no Bluetooth headset is paired, the wired headset works as normal. Likewise, if a Bluetooth headset is paired with the set, but is not in range, the wired headset works as normal.• If a Bluetooth headset is paired, it always takes precedence over the wired headset,— The Bluetooth headset can work only if it is within range of the phone. When the Bluetooth headset is in connecting range, the Headset key controls the Bluetooth headset, whether a wired headset is attached.— If a Bluetooth headset moves into connecting range, one of the following occurs:- If a wired headset is not attached, the phone reports headset attached.- If a wired headset is already present, no headset attached message is sent.— If a Bluetooth headset moves out of connecting range- If a wire headset is not attached, the phone reports headset disconnected.
Connecting the components36- If a wired headset is present, no headset disconnected message is sent.
Configuring Telephone Options37Configuring Telephone OptionsThe Nortel IP Phone 1150E allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through procedures and keep you informed on the status of the following settings: Language, Change feature key label, Screen contrast, Volume adjustment, Ring type, Call log options, Preferred name match, Area code set-up, Call timer enable, Date/time format, Key click enable, Headset type, and Display diagnostics.The Nortel IP Phone 1150E Services menu lists the following submenus:•The Telephone Options menu enables you or your system administrator to configure telephone preferences. The Telephone Options menu offers the options shown in Figure 8.•The Password Admin menu enables you or your system administrator to change the Station Control Password (SCPW). •The Virtual Office Login and Test Local Mode (for branch office) menus are listed when an IP Phone 1150E Class of Service is configured for Virtual Office and branch office. (For more information, see XREF to Using Virtual Office here).Note: The Password Admin, Virtual Office Login, and Test Local Mode menus are not available on all IP Phone 1150E phones. Consult your system administrator.Figure 8: Telephone Options menuContrast adjustment Volume adjustment LanguageCall Log OptionsCall TimerRing typeDate/Time DiagnosticsOn hook default pathLocal Dialpad Tone Change Feature Key LabelSet InfoDisplay diagnostics
Configuring Telephone Options38Note: When an option has a sublist, an ellipsis (...) appears after the option.
Configuring Telephone Options39Using the Telephone Options menuUse the Telephone Options menu to access the following:• “Adjusting the volume” on page 40 • “Adjusting the display screen contrast” on page 41• “Selecting a language” on page 42• “Selecting date and time format” on page 43• “Accessing display diagnostics” on page 44• “Choosing a local dialpad tone” on page 44• “Viewing telephone information” on page 45• “Diagnostics” on page 45• “Configuring call log options” on page 46• “Choosing a ring type” on page 51• “Enabling or disabling Call Timer” on page 52• “Enabling OnHook Default Path” on page 52• “Changing feature key labels” on page 53• “Configuring the name display format” on page 55• “Using the call indication light” on page 56• “Selecting a headset” on page 56
Configuring Telephone Options40To use the Telephone Options menu:Adjusting the volumeTo adjust the volume, press the Services key and select Telephone Options, and select Volume adjustment...Author’s note: What about the fixed volume keys? Does this method provide an alternate method of doing the same thing? and if so does it need to be documented here?1. Press the Services key.2. Press the Up/Down navigation keys to scroll and highlight Telephone Options.3. Press the Enter key.4. Press the Up/Down navigation keys to scroll and highlight an option (for example, Language…).5. Press the Enter key. The display provides information required to adjust your selection. 6. Choose one of the following:— Press the Select soft key to save changes and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.orSelect Cancel
Configuring Telephone Options41To adjust the volume:Adjusting the display screen contrastTo adjust the LCD screen contrast, press the Services key, select Telephone Options, and select Contrast adjustment.1. Press the Up/Down navigation keys to scroll and highlight one of the following:— Ringer—Handset listen—Handsfree listen—Headset listen—Buzzer2. Press the Enter key.or3. To increase or decrease the volume, do one of the following:— Press the Down and Up soft keys.—Press the Up/Down navigation keys. 4. Choose one of the following:—Press the Select soft key to save the volume level and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.orDown UporSelect Cancel
Configuring Telephone Options42Note 1: If you have an Expansion Module for the 1150E attached to your phone, adjusting the telephone LCD screen contrast also adjusts the display screen contrast configuration for the Expansion Module.Note 2: You can also adjust the contrast using the Local Tools menu; Nortel recommends that you use the control in the Telephone Options menu.To adjust the display screen contrast: Selecting a languageThe display is available in multiple languages. To choose a language, press the Services key, select Telephone Options, and select Language…Note: This language setting controls the language used by features on your phone only. To set the language used elsewhere on your phone, press Services twice, select Preferences, and select Language.or1. To increase or decrease the display contrast level, choose one of the following:— Press the Down and Up soft keys.—Press the Up/Down navigation keys. 2. Choose one of the following:—Press the Select soft key to save the changes and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.orDown UporSelect Cancel
Configuring Telephone Options43To select a language:Selecting date and time formatSeveral date and time formats are available. Formats are based on the12-hour and 24-hour clocks. To select the date and time format, press the Services key, select Telephone Options, and select Date/Time…To select a date and time format:1. Press the Up/Down navigation keys to scroll and highlight the desired language (for example, German [Deutsche]). 2. Choose one of the following:—Press the Select soft key to save the desired language and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll and highlight the desired format. Sample formats appear on the upper-right side of the display area. 2. Choose one of the following:—Press the Select soft key to save the format and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.orSelect CancelorSelect Cancel
Configuring Telephone Options44Accessing display diagnosticsThe Display diagnostics option tests the telephone display screen and indicator lights.To access Display diagnostics, press the Services key, select Telephone Options, and select Display diagnostics.To use Display diagnostics:Choosing a local dialpad toneThe Local DialPad Tone option produces Dual-Tone Multi-Frequency (DTMF) sounds, a single tone, or no sound when you press a key on the dialpad. To choose a local dialpad tone, press the Services key, select Telephone Options, and select Local DialPad Tone.To choose a local dialpad tone:1. Press the Up/Down navigation keys to scroll through the list to view display capabilities.2. Press the Cancel soft key to return to the Telephone Options menu.1. Press the Up/Down navigation keys to scroll and highlight one of the following dialpad tones: —None to disable all tones—Short Click to enable a single tone for all keys—DTMF to turn on a separate DTMF tone for each keyCancel
Configuring Telephone Options45Viewing telephone informationThe Set Info option displays the following telephone-specific information:• IP address• Hardware ID of the IP Phone• Current firmware versionTo view telephone information, press the Services key, select Telephone Options, and select Set Info.To view telephone information:DiagnosticsThe Diagnostics option displays the following telephone-specific information:• Diag Tools (Ping, do Route Traces)• EtherStats (Speed, Auto Neg, CRC Errors, Collision)• IP Stats (Packet Info) 2. Choose one of the following:—Press the Select soft key to save the tone selection and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll through the list to view telephone information.2. Press the Cancel soft key to return to the Telephone Options menu.orSelect CancelCancel
Configuring Telephone Options46• RUDP Stats (Message receive or transmit)•QOS StatsTo view diagnostic information, press the Services key, select Telephone Options, and select Diagnostics.To view diagnostic information:Configuring call log optionsUse the call log option to configure the following preferences: • “Configuring the Callers List log” on page 46• “Configuring New Call Indication” on page 47• “Configuring Preferred Name Match” on page 48• “Configuring Area Code Setup” on page 49Configuring the Callers List logYou can configure the Callers List to log all incoming calls or only unanswered calls. The default configuration is Log all calls. To log only unanswered calls, press the Services key, select Telephone Options, and select Call Log Option.To log only unanswered calls:1. Press the Up/Down navigation keys to scroll through the list of diagnostic information.2. Press the Cancel soft key to return to the Telephone Options menu.1. Press the Up/Down navigation keys to scroll and highlight the Log Mode option.Cancel
Configuring Telephone Options47Configuring New Call IndicationYou can configure your IP Phone 1150E to display a message to indicate that a new incoming call was received. The default configuration is On. To configure new call indication, press the Services key, select Telephone Options, and select Call Log Option.To configure New Call Indication:2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight Log unanswered calls. 4. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll and highlight the Log Mode option.2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight New Call Indication.4. Press the Enter key.orSelect Cancel
Configuring Telephone Options48Configuring Preferred Name MatchYou can configure your IP Phone 1150E to display the name of the caller as defined in your Personal Directory. The default configuration is Off. To configure Preferred Name Match, press the Services key, select Telephone Options, and select Call Log Option.To configure Preferred Name Match:5. Press the Up/Down navigation keys to scroll and highlight one of the following:— New call indication off— New call indication on 6. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll and highlight Preferred Name Match.2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight one of the following:— Preferred name match on— Preferred name match offorSelect Cancel
Configuring Telephone Options49Configuring Area Code SetupUse the Area Code Setup menu to save up to three area codes. When an incoming call arrives with an area code that matches one of the three stored area codes, the incoming call number is reordered to display the telephone number followed by the area code (as opposed to the area code followed by the telephone number).This reordering is also performed when you scroll through your Callers List. To configure area codes, press the Services key, select Telephone Options, and select Call Log Option.To configure default area codes (maximum of three): 4. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll and highlight Area Code Setup.2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight one of the following:— Area Code # 1— Area Code # 2— Area Code # 34. Press the Enter key.orSelect Cancel
Configuring Telephone Options50To edit area code display:5. Use the dialpad to enter the number at the prompt. 6. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep the existing configurations.1. Press the Up/Down navigation keys to scroll and highlight Area Code Setup.2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight one of the following:— Area Code # 1— Area Code # 2— Area Code # 34. Press the Enter key.5. Use the dialpad to edit the number.orSelect Cancel
Configuring Telephone Options51Choosing a ring typeThe Ring type… option configures the telephone ring tone. To choose a ring type, press the Services key, select Telephone Options, and select Ring type…To select a ring type: 6. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep existing configurations.1. Press the Up/Down navigation keys to scroll and highlight one of the ring types.2. Press the Play soft key to sample the ring tone.3. Choose one of the following:—Press the Select soft key to save the ring type and return to the Telephone Options menu.— Press the Stop soft key and use the Up/Down navigation keys to select a different ring type.— Press the Cancel soft key to keep existing configurations.orSelect CancelPlaySelectStopCancel
Configuring Telephone Options52Enabling or disabling Call TimerThe call timer measures how long you are on each call. To enable Call Timer, press the Services key, select Telephone Options, and select Call Timer.To enable or disable Call Timer:Enabling OnHook Default PathAuthor’s note: The 1150E does not use a handset by default. Does this feature still apply?The OnHook Default Path option allows you to choose whether to use a headset or the Handsfree feature to operate your 1150E while it is on-hook. To enable OnHook Default Path, press the Services key, select Telephone Options, and select OnHook Default Path.1. Choose one of the following:— To turn on the call timer, press the On soft key.— To turn off the call timer, press the Off soft key. 2. Choose one of the following:—Press the Select soft key to save the configuration and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.orOn OfforSelect Cancel
Configuring Telephone Options53To enable OnHook Default Path: Changing feature key labelsThe Change feature key label option renames the label displayed next to each feature key or restores the default labels to the keys (collectively or individually). To rename feature key labels, press the Services key, select Telephone Options, and select Change feature key labels.Note: If a feature key is configured as an auto-dial key, the label does not change if the auto-dial key configuration changes.To rename the labels:1. Press the Up/Down navigation keys to highlight one of the following:—Handsfree enable—Headset enable 2. Choose one of the following:—Press the Select soft key to save the default path and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.3. Press the Enter key.4. Press the feature key that you are changing. Note: If you press a prime DN key, an error message appears.orSelect Cancel2493
Configuring Telephone Options54To restore the default labels:To restore feature key labels, press the Services key, select Telephone Options, and select Change feature key labels.5. Enter the new information for the feature key label. To enter special characters, press the Up navigation key. For information about entering text, refer to XREF showing to entering text using dialpad. 6. Choose one of the following:—Press the Select soft key to save the changes and return to the Telephone Options menu.— Press the Cancel soft key to keep existing configurations.7. Press the Enter key.orSelect Cancel
Configuring Telephone Options55Configuring the name display formatYou can configure your IP Phone 1150E to display the name of the incoming calling party in the following formats:• first name, last name• last name, first nameTo configure name display format, press the Services key, select Telephone Options, and select Name Display Format.To configure name display format:8. Use the Up/Down navigation keys to scroll and highlight one of the following:a. Restore all key labels— Press the Yes soft key to change all feature keys to default values.b. Restore one key label— Press the Select soft key.— Press the feature key.—Press the Yes soft key to change the selected feature key label to the default value.Note: When labels are changed to default values, you cannot undo the change. The label configurations must be reentered.1. Press the Up/Down navigation keys to scroll and highlight Name display format.
Configuring Telephone Options56Using the call indication lightSelecting a headset2. Press the Enter key.3. Press the Up/Down navigation keys to scroll and highlight one of the following:— first name, last name— last name, first name 4. Choose one of the following:—Press the Select soft key to save the configuration.— Press the Cancel soft key to keep existing configurations.orSelect Cancel
Call Center Agent/Supervisor Features57Call Center Agent/Supervisor FeaturesThis section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor.Headset interfaceThe Headset Key is used to switch between the headset and the handset mode of operation. If you do not have the optional handset installed, all calls will be connected to your headset. The LED lights steadily to indicate you are in headset mode. The headset LED is dark (unlit) if you are in handset mode.If you have the handset option installed, press the Headset Key to enter handset mode. The headset LED will go dark, and all calls will be presented to the handset. Lift the handset and press a DN or In-Calls key to receive calls. To make outgoing calls using your handset, lift the handset and press an individual DN Key to receive dial tone. If you want to return to headset mode press the Headset Key. The headset LED will light steadily, and all calls will be presented to the headset.Note: Refer to your distributor for recommended headset types for use with the Nortel IP Phone 1150E.Test your headset with the telephone before using the telephone to receive calls. In a noisy environment, an amplified headset is an option. Select Headset type in the Options list and choose Type 1, Type 2, or Amplified. When an amplified headset is used, there are two methods of volume control: the Volume Control Bar on the telephone and the volume control on the headset amplifier. You should adjust the telephone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the headset volume control should have a higher setting than the telephone volume control.
Call Center Agent/Supervisor Features58Agent loginTo login as an agent:Login with Agent ID and Multiple Queue Assignment (MQA):The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by up to five ACD DNs and priority values (if priority values are being used) terminated by ££.To choose the default Priority or Supervisor ID, enter £ instead of a Priority entry or a Supervisor ID entry. The Priority or Supervisor configured for your set will be used.1.2.1. Press the In-Calls Key.2. Dial your Agent ID (if required).3. Press either the In-Calls Key, or the Not Ready Key to enter the ACD queue.
Call Center Agent/Supervisor Features59Note: A Supervisor who is logging in to accept ACD calls will not be able to specify a Supervisor ID (even in the case where agents are required to enter one).1. Press the In-Calls Key.2. Select one of the following four login options:To login without Supervisor ID and without Priority:Dial your Agent ID £ ACD DN 1 £ ACD DN 2 £ ACD DN 3 £ ACD DN 4 £ ACD DN 5 ££.To login with Supervisor ID and without Priority:Dial your Agent ID £ Supervisor ID £ ACD DN 1 £ ACD DN 2 £ ACD DN 3 £ ACD DN 4 £ ACD DN 5 ££.To login without Supervisor ID and with Priority:Dial your Agent ID £ ACD DN 1 £ Priority 1 £ ACD DN 2 £ Priority 2 £ ACD DN 3 £ Priority 3 £ ACD DN 4 £ Priority 4 £ ACD DN 5 £ Priority 5 ££.To login with Supervisor ID and with Priority:3. Dial your Agent ID £ Supervisor ID £ ACD DN 1 £ Priority 1 £ ACD DN 2 £ Priority 2 £ ACD DN 3 £ Priority 3 £ ACD DN 4 £ Priority 4 £ ACD DN 5 £ Priority 5 ££.4. Press either the In-Calls Key, or the Not Ready Key to enter the ACD queue.
Call Center Agent/Supervisor Features60Correct errors during the login procedureAuthor’s note: Is this supported on the 1150E?Dial ‚£ to correct the previous entry. The Supervisor ID, ACD DNs, and Priorities can be re-entered (see the example below).ExampleTo re-enter ACD DN 1 without using Priority (press £ ‚ £ to correct ACD DN 1):Dial your Agent ID £ Supervisor ID £ ACDDN1£ ‚ £ ACDDN1£ ACDDN2£ ACDDN3£ ACDDN4£ ACDDN5££.
Call Center Agent/Supervisor Features61Default loginIf you normally use the same telephone, you need not repeat the entire login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervisor that the set had in the previous login.To use a Default login:1. Press the In-Calls Key.2. Dial your Agent ID £££ (if your queue requires a Supervisor ID) or Dial your Agent ID ££ (if a Supervisor ID is not required).Note: If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. Press In-Calls, Not Ready, or Make Busy to cancel display of Multiple Queues.
Call Center Agent/Supervisor Features62Agent logoutTo logout:1. Press the Make Busy Key and disconnect the headset. The LED indicator lights steadily.Note 1: If you press the Make Busy Key again, the LED indicator will turn off. At this point your telephone can accept non-ACD calls, but you are logged out of the queue.Note 2: If you press the Make Busy Key while on an ACD call, you will be logged out automatically when the call is finished.
Call Center Agent features63Call Center Agent featuresThis section explains the features that are available to ACD agent positions.Use Activity CodeThis feature allows you to record the type of activity you are performing. On the Meridian 1, use the Activity Key and activity codes.The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls.To capture activities:Answering Call Center callsThe In-Calls Key is the lower right-hand key on your 1150E. The In-Calls Key is your main ACD extension (Primary DN). The In-Calls Key allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Release Key or press the In-Calls Key a second time.To enable you to make outgoing calls and accept non-ACD calls, your network administrator must configure one or more non-ACD DNs (Individual DNs) to your 1150E telephone.1. Press the Activity Key.2. Dial the Activity Code that corresponds to the activity being performed.3. Press the Activity Key again.Note: Repeat these steps if perfroming multiple tasks.ActivityActivity
Call Center Agent features64Note: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.To start an ACD call:To end an ACD call:Call ForcingThe Call Forcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key. When Call Forcing is on, you have a time interval between each incoming call that is defined by your network 1. Press the In-Calls Key. The caller is connected and the indicator lights continuously.1. Press the Release Key.or2. Press the In-Calls Key.or3. Press an Individual Line Key (non-ACD). This will remove you from the queueor4. Press the Not Ready Key. This will remove you from the queue but keep you logged in as an agent position.or5. Wait for the caller to terminate the call.2637
Call Center Agent features65administrator. After the time interval is up, you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller.Note: Pressing the In-Calls Key with Call Forcing (Auto Answer) on, disconnects an active ACD call.Use the Emergency KeyWhen you have an emergency situation:Use Not ReadyUse the Not Ready Key, when performing post-call work.When you need time to catch up on post-call processing work:1. Press the Emergency Key. The indicator flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference.Note: The display shows information about the call. Before you press the Emergency Key, write down this information for future reference.1. Press the Not Ready Key. This takes you out of the queue.
Call Center Agent features66When you are ready to take ACD calls again:Activate Make Set BusyMake Set Busy allows you to make your telephone appear busy to all callers.To activate Make Set Busy:To deactivate Make Set Busy:1. Press either the In-Calls Key, or the Not Ready Key to enter the ACD queue.Note: If you Press the In-Calls Key during an ACD call, the call is disconnected.Note: Press the Make Busy Key or lift the handset and enter the Make Set Busy Activate FFC.1. Press the Make Busy Key a second time, or lift the handset and enter the Make Set Busy Deactivate FFC.
Call Center Agent features67Answer or make non-ACD callsAn Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If you do not have an active call when the LCD indicator flashes, you can press the corresponding Individual DN Key and answer the call.To make a non-ACD call: To answer a non-ACD call:Contact your supervisorTo answer your supervisor when your phone rings and the Supervisor indicator flashes:1. Press an Individual DN Key.2. Dial the number you wish to call.1. Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller.1. Press the Supervisor Key.26372637
Call Center Agent features68If you are on a call and hear a buzz and the Supervisor indicator flashes:To call your supervisor:To return to the ACD call:To Conference your Supervisor during a call in progress:1. Press the Hold Key.2. Press the Supervisor Key.1. Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold.1. Press the In-Calls Key.1. Press the Supervisor Key. The caller is on hold and you can talk privately with your supervisor.2. Press the Supervisor Key a second time to have a three-way conversation with the supervisor and the caller.
Call Center Agent features69To Transfer to a supervisor, during a call in progress:Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state.To use the Walkaway feature:1. Press the Supervisor Key. 2. Press the Supervisor Key again when the supervisor answers..3. Press the Release Key to disconnect from the call. The caller remains connected with your supervisor.1. Press the Hold Key. The LCD indicator beside the In-Calls extension flashes.2. Disconnect the headset before you leave.Note: Some headsets have a quick disconnect feature. You can do a quick disconnect instead of disconnecting the headset.
Call Center Agent features70To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):To return from Walkaway:1. Press the Not Ready Key.2. Press the Hold Key.3. Disconnect the headset.1. Connect the headset.2. Press the key next to the flashing indicator.Note 1: If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode.Note 2: Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect for the handset.
Call Center Supervisor features71Call Center Supervisor featuresIn addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's telephone (except Supervisor).Agent KeysAgent Keys allow you to connect, observe, or monitor the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys. The following table shows the meaning of LCD indicator associated with an Agent Key.Answer AgentWhen your phone rings and the Answer Agent indicator flashes:To disconnect an agent call:Indicator Agent StatusOff No agent logged in at this position.On Busy on an ACD call.Slow Flashing Waiting for an ACD call.Fast Flashing Busy on a non-ACD call.1. Press the Answer Agent Key. Your position goes into Not Ready state and you are connected to the agent.1. Press the Release Key.Ans Agent
Call Center Supervisor features72Answer EmergencyWhen your phone buzzes and the Answer Emergency indicator flashes:To disconnect from the emergency call:Call AgentTo call an agent:1. Press the Hold Key if you intend to return to the call in progress.1. Press the Answer Emergency Key. Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call.1. Press the Release Key.1. Press Call Agent Key. Your position goes into the Not Ready state.or2. Press the Agent Key assigned to the agent or dial the agent's position ID.Note: To talk to another agent repeat steps one and two or press the Agent Key for the next agent.Ans EmergCallAgtAgent1
Call Center Supervisor features73To leave Call Agent state:Use the Supervisor Observe and Supervisor Headset JackAuthor’s note: Rewrite the procedures in this section. Put them in a table perhaps.The Supervisor Observe Key is located in the upper left corner of the Nortel IP Phone 1150E ACD telephone. It has an associated LED.A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor Observe Key on an agent’s telephone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.To use the Supervisor Observe feature:Supervisor plugs the headset into the agent telephone.To use the Supervisor Observe feature for a two way conversation:While the headset is plugged in, press the Supervisor Observe Key, the LED lights continuously and the supervisor can participate in the conversation.To mute the Supervisor headset:Press the Supervisor Observe Key a second time and the to put the supervisor headset on mute. The LED turns off.1. Press the Release Key.
Call Center Supervisor features74Observe AgentAuthor’s note: Update graphics here.To observe an agent:To talk to an agent you are observing:To leave the Observe state:Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.InterflowWhen the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.1. Press the Call Agent Key while observing an agent. You now have a conference with the agent and the caller.1. Press the Call Agent Key while observing an agent. You now have a conference with the agent and the caller.1. Press the Release Key.Obv AgentCallAgt
Call Center Supervisor features75To activate Interflow:To stop Interflow:Night ServiceTo enter Night Service:To transition to Night Service:1. Press the Interflow Key. The indicator flashes and excess calls are routed to the destination.1. Press the Interflow Key. The indicator flashes and excess calls are routed to the destination.1. Press the Night Key and dial 6 (6=N for Night). The indicator lights continuously. All calls in the queue and new calls receive Night Service.1. Press the Night Key and dial 8 (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.InterflowInterflowNightNight
Call Center Supervisor features76To exit Night Service:1. Press the Night Key and dial 3 (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.Night
Viewing queue status77Viewing queue statusThe ACD Calls Waiting status indicatorAuthor’s note: Waiting for updated graphics.The LCD indicator beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting LCD indicator. Note: If your telephone is configured for the Display Queue feature, the LED/LCD indicator beside the feature key functions as a Calls Waiting status indicator.Display QueueThe Display Queue feature allows you to access the status of calls in an ACD queue. The information displayed includes: number of calls waiting in the queue, number of agent positions occupied for the queue, the length of time that the oldest call has waited in the queue, and the number of calls that have been overflowed into the queue.Indicator Queue Status MeaningOff Light There are few or no calls waiting.On Normal An acceptable number of calls are waiting.Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted.Fast Flashing Overloaded Too many calls are in the queue. New calls are being overflowed to another queue.
Viewing queue status78To display information on your ACD queue://Press the Display Queue Key.Information on your current ACD queue appears on the display.Note 1: In an MQA environment, the display will scroll through the different queues at 2 second intervals. The queues are presented in the order in which they were entered at login.Note 2: The Display Queue Key may be configured on your Nortel IP Phone 1150E as a Fixed Feature Key or as a Programmable Line (DN)/Feature Key.Display agent statusThe Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys.Press the Display Agent Key. The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone.DisplayQueDsply Queue553-9093ForwardWAITING MAND LWAIT TOFQ13 9 0:20 0Quit CopyCallswaitingNumber ofmannedpositions Length oftime first callhas waitedCalls timeoverflowedinto this queueCallers RedialDisplayAgt
Viewing queue status79Note 1: Agent positions in the Not Ready state will be counted as busy on either ACD calls or non-ACD calls, as specified by your system administrator.Note 2: The Display Agent Summary Information is displayed for 12 seconds or until another feature Key is pressed.553-9096ForwardACD WAIT DN LOGOUT23 2 0 0Quit CopyPositionsbusy onACD callsPositionswaiting forACD calls Positionsbusy onnon-ACDcallsVacantagentpositionsCallers Redial
Viewing queue status80
Your telephone’s non-ACD call features81Your telephone’s non-ACD call featuresThis section describes non-ACD features commonly used for call processing. Your network administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you.To access a feature, you press a Feature Key, or enter a Flexible Feature Code (FFC). Your network administrator supplies you with the Flexible Feature Codes for your system.Note: In order to use a feature described in this section, your system software must support the feature and the feature must be assigned to your telephone. Check with your network administrator for more details.Make a callThis section describes features that you can use when you make a call. There are several ways to make a call from your Nortel IP Phone 1150E. To make a call from your telephone, use the features described in this chapter.To make a call:1. Press an Individual Line (DN) Key.2637
Your telephone’s non-ACD call features82Use the Predial featureThe Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number.To use Predial:2. Dial the number.Note: If you are on a call on your Individual Line (DN) and your telephone is not in Not Ready or Make Busy state, your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual Line (DN), you cannot put your ACD call on hold to answer the call on your Individual Line (DN).1. Dial the number.Note 1: If you are calling an external or long distance number, be sure that the appropriate access codes are included.Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string.2. Press an Individual Line (DN) Key to receive dial tone. The displayed predialed number is automatically dialed.Note: You cannot use the Predial feature if the Live dial pad feature is active.2637
Your telephone’s non-ACD call features83Auto DialAuto Dial lets you dedicate a feature key to a specific telephone number. When the Auto Dial Key is pressed, the number is dialed automatically.To use Auto Dial:To display the Auto Dial number:To store an Auto Dial number:1. Press an Individual Line (DN) Key.2. Press the associated Auto Dial Key.Note: The number is dialed automatically.1. Press the Display Key.2. Press the configured Auto Dial Key. The number appears on the display.1. Press the Auto Dial Key, without lifting the handset.2. Dial the number to be stored on the Auto Dial Key.2637AutoDialDisplayAutoDialAutoDial
Your telephone’s non-ACD call features84Ring AgainUse the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their telephone. The feature notifies you when to redial your party. The Ring Again feature automatically redials the number.To use Ring Again:To call a Ring Again party when you receive notification:When the number you want to reach is available, or the person has re-used their set, you hear the Ring Again tone.3. Press the Auto Dial Key again. The number is stored on the key. To change the key label “AutoDial”, select Change feature key label from the Options List menu. Please see “Change a Feature Key label” on page 19 for detailed instructions.1. Dial a number and receive a busy tone or no answer.2. Press the Ring Again Key. The screen displays Ring again is active.1. Press an Individual Line (DN) Key.AutoDialRingAgn2637
Your telephone’s non-ACD call features85 To cancel Ring Again before notification:Redial last number calledLast Number Redial allows you to automatically redial the last number you dialed. This feature must be enabled by your network administrator.To use Last Number Redial when using the handset:Use Speed CallThe Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. Contact your network administrator to determine the capacity of your Speed Call list.A telephone designated as a Speed Call Controller can program or edit the Speed Call list. This feature must be enabled by your network administrator.2. Press the Ring Call Key.1. Press the Cancel Ring Again Key. The screen displays Ring Again is cancelled.1. Press an Individual Line (DN) Key.2. Press the Individual Line (DN) Key again. The last number you dialed is automatically redialed.RngCallCanclRA26372637
Your telephone’s non-ACD call features86To store or change a Speed Call number:To make a Speed Call:1. Press the Speed Call Controller Key. The screen displays Enter Code, then number.2. Dial a one, two, or three digit code. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number. A dash is automatically inserted after the required number of digits have been entered.3. Dial the associated telephone number. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number.Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number.Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string.4. Press the Done Key to save the code and number.1. Press an Individual Line (DN) Key.SpcCtrlDone2637
Your telephone’s non-ACD call features87Make a System Speed CallSystem Speed Call allows you to make a call by dialing Speed Call codes which may override your telephone’s class of service restrictions. The System Speed Call feature is set up on the system by your network administrator. It is a speed dial number that is common to many users, therefore it is set up on the system not on your individual telephone.To make a System Speed Call: or2. Press the Speed Call Controller Key or the Speed Call User Key. The screen displays Enter code.3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed.1. Press an Individual Line (DN) Key.or2. Press the System Speed Call Controller key or the System Speed Call User Key, or enter the System Speed Call User FFC.SpcCtrlSpcUsr2637SpcCtrlSpcUsr
Your telephone’s non-ACD call features88Use Hot LineThe network administrator can program a Hot Line Key that allows you to dial a specific number automatically. The network administrator can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is answered by a person and not by a voice mail box.To use Hot Line:Make an Intercom callThe Intercom feature connects a group of people together through an Intercom Key. You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group. The intercom group must be set up by your network administrator.To make an Intercom call:3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed.1. Press the Hot Line Key. The Hot Line Key automatically dials the number.Note: If your main DN is a Hot Line, lift the handset. The Hot Line dials the number automatically.1. Press an Individual Line (DN) Key.HotLine2637
Your telephone’s non-ACD call features89To answer an Intercom call while on a line other than your Intercom group line:Answer a callWhen you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicator flashes.2. Press the Intercom Key.3. Dial the one or two digit code for the intercom group member you wish to call.or1. Press the Hold Key to put the current call on hold. orPress the Release Key to end the call.2. Press the Intercom Key and begin to speak.IntercomIntercom
Your telephone’s non-ACD call features90To answer a call:While on an active callThis section describes features that you can use while on an active call on an Individual Line (DN).To place a call on Hold:Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN). You can answer the second call and retain the original call by putting it on Hold.1. Press the Individual Line (DN) Key beside the flashing LCD indicator.Note: If you have the handset option and you pick up the handset, you must also press the Individual Line (DN) Key, otherwise the handset is not operable. However, you may terminate a call by replacing the handset in the cradle.1. Press the Hold Key. The LCD indicator flashes beside the line on hold.Note 1: If the Automatic Hold feature is configured for your Meridian 1, the active call is automatically put on Hold when you answer the second call. Note 2: The caller hears music while on hold, if the Music on Hold feature is configured for your system.2637
Your telephone’s non-ACD call features91To retrieve a call on hold:Transfer a callUse the Transfer feature to redirect a call to a third party.To use the Transfer feature:To go back to the original call if the transfer is incomplete:1. Press the Individual Line (DN) Key beside the flashing LCD indicator.2. Press the Transfer Key. The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number.3. Dial the number of the telephone where the call is to be transferred.or4. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the transfer. The two callers are connected and your telephone is ready to make or receive new calls.1. Press the Release key. The caller remains connected to the attendant.2637TransSwapConnect
Your telephone’s non-ACD call features92Use Timed Reminder RecallTimed Reminder Recall gives you a reminder tone when a call you transferred is not answered.To use Timed Reminder Recall:If the transferred call is not answered, your telephone rings:2. Press the Individual Line (DN) Key with the flashing icon to return to your original call.1. Press the Transfer Key. The call is put on hold.2. Dial the number where you want to transfer the call.3. Press the Transfer Key again. Note: If the transfer is complete, the recall timer stops.1. Press the Individual Line (DN) Key beside the flashing LCD indicator.2637TransTrans2637
Your telephone’s non-ACD call features93Use Attendant RecallThe Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant.To contact the attendant while on a call:Use Call ParkThe Call Park feature allows a call to be held temporarily and to be retrieved from any telephone. You can park an incoming call and page the called party. When you use Call Park, you do not tie up a line. Your network administrator can set up a System Park where most calls are automatically parked.If configured network-wide, Call Park can be used across networks.2. Press the Transfer Key and repeat the transfer (to a different DN).Note: If you transfer a call to a person and they pick up the line while you are still on the line, press the Release Key to complete the transfer. Check with your network administrator to determine the time interval of your recall timer.1. Press the Attendant Recall Key while on a call. Stay on the line until the attendant answers.2. Press the Release key. The caller remains connected to the attendant.TransAttRecall
Your telephone’s non-ACD call features94To park a call on a System Park DN:To park a call on a DN other than the System Park DN:To retrieve a parked call:1. Press the Park Key. The screen displays a System Park DN and asks for confirmation.2. Press the OK Key. The call parks on the System Park DN.1. Press the Park Key. The screen displays Press OK to park call on 2190 (Where 2190 represents the default System Park DN).2. Dial the DN where you want to park the call. When you begin dialing, the screen displays Enter digits, then park. When you have completed dialing the call park DN, the screen displays Press OK to park call.3. Press the OK Key. The call parks on the selected DN.1. Press an Individual Line (DN) Key.ParkOKParkOK2637
Your telephone’s non-ACD call features95Calling Party Number/Charge AccountThe Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an established call.To record the calling party number or charge account number:2. Dial the DN where you parked the call.Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your network administrator to determine your specified period of time.1. Press the Charge Key. The screen displays Select Charge type.or2. Press the Account Key. The screen displays Enter account number.orPress the Calling Party Number Key. The screen displays Enter Calling party number.3. Dial the charge account number or calling party number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.ChargeAccountEnterCallParty
Your telephone’s non-ACD call features96Display incoming callsThe Display Key allows you to be on an active call and display an incoming caller’s name and/or number, if not automatically displayed, without interfering with the call in progress.To view the name of a second caller while on a call in progress:Trace a Malicious callMalicious Call Trace provides a way for you to trace nuisance calls. The feature is available for both internal and external calls. When the key is pressed, your Directory Number and the telephone number of the caller are recorded for access by your network administrator.4. Press the OK Key to return to your call.1. Press the Display Key.2. Press the flashing Individual Line (DN) Key. The call waiting information appears on the display.Note 1: Use of the Display Key does not interfere with the call in progress.Note 2: You can use the Display Key in combination with other feature keys to display information associated with the feature.OKDisplay2637
Your telephone’s non-ACD call features97To use Call Trace while you are on a call:To use Call Trace if you do not have a Call Trace Key:1. Press the Call Trace Key.or1. Press the Transfer Key or the Conference Key.2. Dial the Malicious Call Trace FFC.3. Press the Individual Line (DN) Key beside the flashing LCD indicator to return to the call.CallTraceTransConf2637
Your telephone’s non-ACD call features98
Additional Call Features99Additional Call FeaturesUse the buzz signalBuzz allows one person, whose telephone is linked to another telephone, to signal the other telephone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visitor, or a request.To buzz the telephone linked to yours:Call Page to make an announcementCall Page allows you to make an announcement over the paging system. To make a page call, dial the paging trunk access code.Note: When the Page Key is used on an attendant console it overrides the telephones; the telephones are disconnected and must re-access the paging trunk.To connect to the paging system::1. Press the Buzz Key. The telephone linked to yours, buzzes as long as you hold down the key.1. Press an Individual Line (DN) Key.2. Dial the paging trunk access code. The connection to the paging system is complete.3. Make your announcement.Buzz2637
Additional Call Features100To disconnect from the paging system:Charge or Force Charge a callCall Charge allows you to charge a call to a specific account. Forced Charge Account allows you to charge long-distance calls from a telephone restricted to local calls.To charge or force charge a local or a long-distance call to an account before you dial:1. Press the Release key.1. Press an Individual Line (DN) Key.2. Press the Account Key. The screen displays Enter account number.3. Dial the charge account number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.4. Press the OK Key.5. Dial the number.2637AccountOK
Additional Call Features101To charge a call in progress:To charge a call to an account when you transfer a call:1. Press the Charge Key. The screen displays Select Charge type.2. Press the Account Key. The screen displays Enter account number.3. Dial the charge account number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.4. Press the OK Key. You return to your call.1. Press the Transfer Key. The call is placed on hold.2. Press the Account Key.3. Dial charge account number. You receive dial tone.4. Dial the number of the telephone where the call is to be transferred.ChargeAccountOKTransAccount
Additional Call Features102To charge a call to an account when you add someone to a conference call:5. Press the Connect Key when you hear the telephone ring.Note: You can use the Swap Key to talk privately to the person at the transfer number before you press the Connect Key.1. Press the Conference Key. The call is placed on hold.2. Press the Account Key.3. Dial the charge account number. You receive dial tone.4. Dial the number of the person you want to add to the conference.5. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the conference.ConnectConfAccountSwapConnect
Additional Call Features103Enhanced Override FeatureEnhanced Override allows you to override an active call after you have attempted a Forced Camp-on. Use Enhanced Override when you make either a simple call or a consultation call (i.e., place a call on hold and call another party).To use Enhanced Override:To end the connection:1. Dial a telephone number and receive a busy signal.2. Press the Override Key or enter the Override FFC to initiate a Forced Camp-on. If either of the persons on the call disconnects at this time, you receive an overflow (fast busy/engaged) signal.3. Press the Override Key again or enter the Override FFC again. The other two persons on the call receive an override tone and a conference call is established between the three of you. If anyone disconnects, the other two persons will remain connected.1. Press the Release key.OverrideOverride
Additional Call Features104Forced Camp-onForced Camp-on allows your telephone to automatically ring another telephone as soon as that telephone disconnects from its current call. Forced Camp-on allows you to camp-on both internal and external calls.To use Forced Camp-on:1. Dial a telephone number and receive a busy signal.2. Press the Override Key or enter the Override FFC to initiate a Forced Camp-on. If either of the persons on the call disconnects at this time, you receive an overflow (fast busy/engaged) signal.Note: The person you called hears a tone, and you hear ring/ringback signal or busy/engaged signal (depending on the options chosen). You are now camped-on to the number you dialed.3. When the person you called finishes their call, your telephone automatically dials the number. Both your telephone and their telephone ring.Override
Additional Call Features105To answer a camped-on call:Override FeatureYou can Override a busy signal and interrupt another call.To override a busy/engaged signal:To end the connection::1. Press the Individual Line (DN) Key beside the flashing LCD indicator. You are connected to the camped-on caller.Note: Your telephone can be programmed for either Camp-on or Call Waiting, but not both.1. Dial a telephone number and receive a busy signal.2. Press the Override key, or enter the Override FFC. The people on the call in progress receive a tone for approximately one second; the feature connects the three of you together. A short tone repeats every sixteen seconds.1. Press the Release key.2637Override
Additional Call Features106Privacy Release FeaturePrivacy Release allows one or more people who share your DN to join your call.To use Privacy Release while on an established call::Radio PagingSome telephone systems can have an on-site Radio Paging system. This system feature allows you to page a person and stay on the line until they answer. The paged person answers the call when they enter a special Paging “Meet - me” code from any telephone. This connects the person paged to the party who paged them.To use Automatic Pre-selection(“Meet - me” page):1. Press the Privacy Release Key while you are on a call. Other persons can now join the call, if they press the shared Line (MADN) Key on their telephone.1. Press an Individual Line (DN) Key.2. Dial the Radio Paging FFC. You receive paging dial tone.PrivRls2637
Additional Call Features107To use Automatic Post selection:Note: Use this feature when the called party is either busy on the telephone or away from the desk. To page the called party there is no need to redial the number of the called party.3. Dial the number of the party you want to page. You receive ringback/ring tone.Note 1: The person you paged uses any telephone to enter a Radio Paging Answer code, plus their own DN. This action connects you and the person paged.Note 2: If your call goes unanswered for a preset time period, you receive a continuous high pitched tone then silence. Press the Release Key.1. Press the Radio Page Key. You receive special dial tone.2. Dial the Radio Paging Access FFC. You receive ringback/ring tone.Note 1: The person you have paged can proceed to any telephone, enter their Radio Paging Answer code plus their own DN. This action connects you and the person paged.Note 2: You receive a fifteen second, high pitched tone, then silence if the party paged does not answer the call within a preset time period. When you receive this signal, replace the handset or press the Release Key.RadioPage
Additional Call Features108To use the Special Radio Paging features:If you carry a Radio Pager, you will receive a paging indication when another Meridian 1 telephone user access the Radio Paging system and dials your DN. If the Radio Paging system is set up to function in “Meet - me” mode, you can use the following steps to answer the paging call from any Meridian 1 extension.Voice CallThe Voice Call feature allows you to page another person or make an announcement through someone else’s telephone speaker.To make a voice call:1. Press an Individual Line (DN) Key.2. Dial the Radio Paging Answer FFC. You receive paging tone.3. Dial your own DN. You are connected to the paging caller.Note: If the paging caller has hung up you will receive a steady high-pitched tone.1. Press an Individual Line (DN) Key.2. Press the Voice Call Key.26372637VoiceCall
Additional Call Features109To respond to a voice call:Use the Voice Messaging control screensThe Voice Messaging control screens allow you to send commands while connected to your voice messaging system using the Soft Keys instead of the dial pad.To use Voice Messaging controls:3. Make your announcement.4. Press the Release key.1. Press the In-Calls key when you hear the caller's voice through your speaker.1. Press an Individual Line (DN) Key.2. Press the Message Key.3. Use the dial pad to log in to your voice mailbox.4. Press the Voice Message Key.2637MsgVmsg
Additional Call Features1105. Press the Play Key to play your first new message.Note: Use the More. . . Key to view additional message options.6. Press the Stop Key to pause playback of the message. Press Play to resume.or7. Press the Last Key to go to the previous message. Press Play to playback the message or press Last again to move to previous messages.orPress the Next Key to go to the next message. Press Play to playback the message or Press Next again to move to later messages.orPress the Delete Key to delete the current message.orPress the Skip Forward Key to advance three seconds in the current message.orPress the Skip Backward Key to rewind three seconds in the current message.8. Press the Quit Key at any time to exit your voice messaging system. Your telephone is now ready for new calls.PlayStopLastNextDeleteSkip<-Skip->Quit
Additional Call Features111Activate Automatic AnswerbackWhen Automatic Answerback is active, your set automatically answers in handsfree mode after one ring.Note: When Automatic Answerback is active, calls do not forward to your voice message service.To use Automatic Answerback:To deactivate Automatic Answerback:Activate Call Pickup Call Pickup allows you to pick up a non-ACD call from any telephone in the same Pickup Group or another Pickup Group.To answer a call in your own Call Pickup Group:1. Press the Automatic Answerback Key.1. Press the Automatic Answerback Key.1. Press an Individual Line (DN) Key.2. Press the Pickup Key or enter the Pickup Ringing Number FFC.AutoAnsAutoAns2637Pickup
Additional Call Features112To answer an incoming call in another Call Pickup Group:To answer a call at a specific within your Pickup Group:Use Call WaitingCall Waiting puts your current non-ACD call on hold, while you answer an incoming call. Example: The attendant routes an outside call to you while you are on an existing call. Call Waiting allows you to recognize the call and respond to it. This feature must be enabled by your network administrator.1. Press an Individual Line (DN) Key.2. Press the Group Pickup Key or enter the Pickup Group FFC.3. Dial the Pickup Group number of the telephone that is ringing.Note: The network administrator assigns the Pickup Group number.1. Press an Individual Line (DN) Key.2. Press the DN Pickup Key, or enter the Pickup Directory Number FFC.2637GrpPickup2637DNPickup
Additional Call Features113To answer an incoming call while on another call:To return to your first telephone call:If you do not have a Call Waiting Key:1. Press the Hold Key when you hear the tone. The Call Waiting status icon appears in the display.2. Press the Call Wait Key to answer the call.1. Press the Hold Key, if you want to put the second call on hold.or2. Press the Release Key to end the second call.3. Press the Individual Line (DN) Key associated with the first call.1. If you do not have a Call Waiting Key and you hear the Call Waiting tone, press the Release Key to end your current call.2. Press the Individual Line (DN) Key beside the flashing LCD icon to answer the incoming call.CallWait26372637
Additional Call Features114Forward callsThe Call Forward feature allows you to direct your calls to ring at another Line (DN). You cannot forward calls while your telephone is ringing.To forward your calls:To view the number that your calls are being forwarded to:1. Press the Forward Key. The previously stored forward number appears, if one exists, and the screen displays Enter forward number.2. If desired, enter a new number. The existing number is automatically deleted. If you make a mistake, use the Delete Key to delete the previous digit(s). Press Cancel to leave this screen without forwarding your telephone or changing the number.3. Press the Done Key to activate Call Forward.1. Press the Check Forward Key.2. Press the Exit Key to return to the previous screen. This action will leave Call Forward active.ForwardDoneCheckFwExit
Additional Call Features115To cancel Call Forward:Forward internal calls onlyInternal Call Forward allows only calls originating at internal DNs to ring at another DN. Calls originating outside your Meridian 1 system will still ring at your telephone. You cannot forward calls while your telephone is ringing.To forward your internal calls:Receiving a call:1. Press the Check Forward Key.2. Press the Cancel Forward Key.1. Press the Internal Call Forward Key, or lift the handset and enter the Internal Call Forward Activate FFC.2. Dial the DN where you want to forward your calls.3. Press the Internal Call Forward Key.CheckFwExitIntForwardIntForward
Additional Call Features116To cancel Internal Call Forward:To reinstate Internal Call Forward to the same number:Use Remote Call ForwardAuthor’s note: The 1150E doesn’t have a handset. How is this featured implemented?The Remote Call Forward feature allows you (from any telephone other than your own) to forward calls directed to your Individual Line (DN) to another telephone.To activate Remote Call Forward:1. Press the Internal Call Forward Key, or lift the handset and enter the Internal Call Forward Deactivate FFC.1. Press the Internal Call Forward Key twice.1. Lift the handset on the remote telephone that you are using to forward your calls.2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait for dial tone.IntForwardIntForwardIntForward
Additional Call Features117To cancel Remote Call Forward:3. Dial the Remote Call Forward Activate FFC to activate the feature.4. Dial your Station Control Password. Refer to “Secure your telephone” on page 118.5. Dial your Individual Line (DN). You get a dial tone before you dial your number.6. Dial the number where you want to forward your calls. If you forward calls to an invalid number, you receive a fast busy tone.£1. Press the £ Key.7. To forward calls to a previous call forward telephone number, skip step six above1. Lift the handset on the remote telephone that you are using to cancel forwarding of your calls.2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait for dial tone.3. Dial the Remote Call Forward Deactivate FFC.
Additional Call Features118Secure your telephoneYou can lock your telephone with a password so that no one can make calls on your Individual Line (DN).To lock your telephone:To unlock your telephone:4. Dial your Station Control Password.2. Dial your Individual Line (DN). You get a dial tone before you dial your number.£5. Press the £ Key.1. Press an Individual Line (DN) Key.2. Dial the Electronic Lock Activate FFC and your Station Control Password.Note: If you perform this operation from someone else’s telephone, also dial your line (DN).3. Press the Release key.1. Press an Individual Line (DN) Key.26372637
Additional Call Features119To change your password (must be done from your telephone):Set up a Conference callYou can set up a Conference call for up to six people (including yourself). Contact your network administrator to determine the maximum number of people your system allows on a conference call.2. Dial the Electronic Lock Deactivate FFC and your Station Control Password.Note: If you perform this operation from someone else’s telephone, also dial your line (DN).3. Press the Release key.1. Press an Individual Line (DN) Key.2. Dial the Station Control Password Change FFC and your current password. Dial your new password twice (for verification).3. Press the Release key.2637
Additional Call Features120To set up a conference call:If the person you attempt to add to the conference is unavailable:Join a callThe Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call. In order to use Call Join, your telephone must be configured with either a second line (DN) or a Call Waiting Key.1. Press the Conference Key while you are on a call. The other party is on hold and you receive dial tone. The screen displays Call on hold, dial number.2. Dial the number of the person you want to add to the conference.3. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the conference. Everyone is able to join the conversation.1. Press the Release key.2. Press the Individual Line (DN) Key beside the flashing LCD indicator to return to your original call.ConfSwapConnect2637
Additional Call Features121To connect a call on hold (on a different line) to your current call:Selectable Conferee Display and DisconnectYou can view the list of active conferees by using the Conferee Selectable Display Key and disconnect any party that has been added to the conference call.To view active conferees:1. Press the Conference Key.2. Press the Key that has the caller you want to connect to your current call.3. Press the Connect Key. The person on hold joins your conversation.1. While on a conference call, press the Conferee Selectable Display Key. The LCD indicator turns on. With each key press, the screen changes to show a different active conferee.Note: This action has no effect on the displays of the other telephones involved in the conference.1. Press the Release key.Conf2637ConnectConfSelDsp
Additional Call Features122To disconnect a conferee:Use Group CallGroup Call automatically calls members of a predefined group, one at a time, until they have all answered. Ask your network administrator for details on how to create a conference call group.To call group members:1. While on a conference call, press the Conferee Selectable Display Key. The LCD indicator turns on. Continue to press the key until the conferee you want to delete appears on the screen.2. Press the Individual Line (DN) Key on which the conference call is established. The selected conferee is disconnected from the call.Note: If there are additional conferees to be disconnected, press the Conferee Selectable Display Key until the conferee that is to be disconnected is displayed on the screen.3. Press the Release key.1. Press an Individual Line (DN) Key.ConfSelDsp26372637
Additional Call Features123To answer a Group Call:1. Press the Group Call Key or enter the Group Call FFC. The feature automatically calls all group members. The icon flashes until all members answer. Their phone numbers appear on the display as they answer. When the last person answers, the Group Call indicator lights steadily.Note 1: When a person in your group is on a conference call or another group call, they are not connected to your group call.Note 2: After all the people in the group have answered, only the person who made the group call can put the call on hold.1. Press the Individual Line (DN) Key beside the flashing LCD indicator.Note 1: If you are on a call and you receive three 10-second tones, this is the notification of a group call on your current extension.Note 2: If you are on a call on another Individual Line (DN) on your telephone when a group call is made, you receive a long tone through the handset or headset.Note 3: You do not receive notification of a group call if you are already on a conference call or another group call.Group2637
Additional Call Features124To end a Group Call:1. Press the Release key.Note: When the person who made the group call disconnects, the call terminates for all members of the group. However, the members of the Group Call can disconnect from the call and not affect other members on the call.
Additional phone features125Additional phone featuresAuthor’s note: This section needs to be reviewed to determine if any of the additonal features apply to the 1150E.The following features are described in this section:• “Using the Personal Directory” on page 125• “Using the Callers List” on page 128• “Using the Redial List” on page 130• “Using Virtual Office” on page 132• “Using Media Gateway 1000B” on page 141Using the Personal DirectoryUse the Personal Directory feature to create and store up to 100 directory entries. A Personal Directory entry can contain:• last name (up to 24 characters)• first name (up to 24 characters)• telephone numbers (up to 31 characters)To use the Personal Directory, press the Directory key and select Personal Directory.To add an entry:1. Press the Add soft key.Note: If the message Directory is full appears, delete one or more entries to add a new entry.Add
Additional phone features126To edit an entry:2. Use the dialpad to enter the name.3. Press the Next soft key.4. Use the dialpad to enter the telephone number.5. Do one of the following:— Press the Done soft key to save the new entry.— Press the Cancel soft key to return to the Add screen.1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Edit soft key and perform your edits. 3. Choose one of the following:— Press the Done soft key to save the changes.— Press the Cancel soft key to return to the Personal Directory without saving your changes.NextorDone CancelEditorDone Cancel
Additional phone features127To delete an entry:To search for an entry:1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Delete soft key.3. Choose one of the following:—Press the Confirm soft key to delete the entry.— Press the Cancel soft key to return to the Personal Directory without deleting the entry.1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Choose one of the following:— Press the Dial soft key to dial the resulting number.— Press the Cancel soft key to exit without dialing.DeleteorConfirm CancelorDial Cancel
Additional phone features128Using the Callers ListThe Callers List feature logs all incoming calls. The Callers List can store up to 100 entries. When the list is full, the system overwrites the oldest entry. Use the Callers List feature to review missed calls and to dial calls. The Callers List contains:• the caller’s last and first name (if available)• the DN of the caller• the time and date of the call• the number of times the caller calledEntries in the Callers List are sorted by the time the call arrived.Note: Calling Party Name Display (CPND) is affected depending on the Preferred Name Match option. If Preferred Name Match is on, the CPND appears according to your configurations. If the Preferred Name Match option is off, the CPND appears according to the system configurations.To access the Callers List, press the Directory key and select Callers List.Note: If password control is enabled, enter your SCPW at the prompt.
Additional phone features129To dial an entry:To delete an entry:1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Dial soft key.1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Delete soft key.3. Choose one of the following:—Press the Confirm soft key to delete the entry.— Press the Cancel soft key to return to the Personal Directory without deleting the entry.DialDeleteorConfirm Cancel
Additional phone features130To delete the entire Callers List:Using the Redial ListThe Redial List feature logs all outgoing calls. Redial List can stored up to 20 entries. When the list is full, the system overwrites the oldest entry. Use the Redial List feature to review calls made, and to redial previously dialed calls. The Redial List contains:• the last and first names of the dialed party (if available)• the DN of the dialed party• the time and date of the last dialed occurrenceEntries in the Redial List are sorted by the time the call was received.Note: Calling Party Name Display (CPND) is affected depending on the Preferred Name Match option. If Preferred Name Match is on, the CPND appears according to your configurations. If the Preferred Name Match option is off, the CPND appears according to the system configurations.To access Redial List, press the Directory key and select Redial List.Note: If password control is enabled, enter your SCPW at the prompt.1. Press the Delete soft key.2. Choose one of the following soft keys:—Yes to delete the entire Callers List—No to return to the previous screenDeleteorYes No
Additional phone features131To dial an entry:To delete an entry:To delete the entire Redial List:1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Dial soft key.1. Press the Up/Down navigation keys to scroll and highlight the desired entry.2. Press the Delete soft key.3. Choose one of the following soft keys:—Yes to delete the entry—No to return to the previous screen1. Press the Delete soft key.2. Choose one of the following soft keys:—Yes to delete the entire Redial List—No to return to the previous screenDialDeleteorYes NoDeleteorYes No
Additional phone features132Using Virtual OfficeAuthor’s note: The Feature spec for the 1150E only shows specs for a 2005, I assume that this is the 1150E now. Does it still support Virtual Office? If so there are new graphics needed for this section.The Virtual Office feature provides a service you can use while you are away from your desk to transfer calls, and all your office telephone features, to a remote telephone. Virtual Office makes this possible by allowing you to use another 1150E (the Remote phone) to log in to your own home or office IP Phone (the Office phone). After you log in, you can access the DNs, autodial numbers, key layout, feature keys, and voicemail features that are configured on your own home or office IP Phone.To use Virtual Office, you need your DN and preconfigured Station Control Password (SCPW). You must activate Virtual Office on your Office phone before you can connect to it from a Remote phone. See “Logging in to Virtual Office” on page 133.Note: Consult your system administrator to verify if the Virtual Office feature is available for your use.You can use an IP Phone as a Remote phone to connect to your 1150E even if it is a different IP Phone model. Table 4 shows the IP Phones on which you can use Virtual Office to connect to your 1150E.Table 4: Virtual Office connection availabilityUsing IP Phone Possible to log in to the 1150E?IP Phone 1120E Yes, with restrictionsIP Phone 1150E YesIP Phone 2001 Yes, with restrictionsIP SoftPhone 2033 Yes, with restrictionsIP Phone 2002 YesIP Phone 2004 Yes
Additional phone features133Note: A Virtual Office login from an IP Phone 1150E to an IP Phone 1120E or IP Softphone 2050 is blocked in certain situations. Consult your system administrator.Logging in to Virtual OfficeTo activate Virtual Office on your Office telephone from your Remote telephone:IP SoftPhone 2050 Yes, with restrictionsIP Phone 2007 Yes1. Press the Services key.2. Press the Up/Down navigation keys to scroll and highlight Virtual Office Login.3. Press the Enter key.4. At the prompt, enter your user ID. 5. Press the Enter key.Table 4: Virtual Office connection availabilityUsing IP Phone Possible to log in to the 1150E?
Additional phone features134A successful login transfers all the features, time, date, and tones to your Remote telephone from your Office telephone.Using Virtual Office on your Remote telephoneBecause the display characteristics, including size, vary from one IP Phone model to the next, your Office 1150E display is different on each Remote phone. Figure 9 shows an 1150E logged in as a Remote phone to an 1150E Office phone. All the features appear as they do on your Office 1150E.6. At the prompt, enter the home Station Control Password (SCPW).Note 1: If the user ID is not found locally, the message Locating Remote Server is displayed.Note 2: After three failed login attempts, wait 1 hour before attempting to log in again, or contact your system administrator to reset your password. For more information, see XRef for Security features in here....Note 3: Your Virtual Office session expires after a fixed period of time, (determined by your system administrator).
Additional phone features135Figure 9: Logged in to an IP Phone 1150EFigure 10 shows an IP Phone 1120E logged in as a Remote phone to an 1150E Office phone. Fewer display lines are available on the 1120E, so the display provides less information.Figure 10: Logged in to an IP Phone 1150E using an IP Phone 1120ETr a n s Conf Forward More...NortelUser: 45645428884767809/16 2:32pm42597447594179845645User: 4196342888476784196345726Trans Conf Forward More...
Additional phone features136Figure 11 shows an IP Softphone 2050 logged in as a Remote phone to an 1150E Office phone. In this case, the information display is is arranged in a different fashion, but all the information is visible at one time.Figure 11: Logged in to an IP Phone 1150E using an IP Softphone 2050Regardless of what model of IP Phone you use as a Remote phone, a User information line is displayed, which lists the number of your Office telephone.Using Virtual Office on your Office telephoneFigure 12 shows the 1150E display when the phone is logged out due to remote access.
Additional phone features137Figure 12: Office phone displays the message Logged OutWhen activated for Virtual Office by a Remote telephone, your Office telephone is logged out and no longer operational. If this is the case when you return to your office, you can disconnect the remote login and regain control of your Office phone. If you do not disconnect the remote login, your Virtual Office session expires after a fixed period of time, determined by your system administrator.Logged Out.Virtual Home
Additional phone features138To regain operation of a telephone being used for Virtual Office:Logging out of Virtual OfficeWhile working on a Remote phone, you can log out of Virtual Office using the following steps.To log out from a Remote telephone:Choose one of the following:or— To completely disconnect your Office telephone from the Remote telephone:a. Press the Home key.b. Enter your User ID and password(this logs the Office telephone back on to your office network).— Press the Virtual soft key to log in to another IP Phone, and your telephone becomes a Remote telephone.1. Press the Services key.2. Press the Up/Down navigation keys to scroll and highlight Virtual Office Logout.3. Press the Enter key.HomeVrtual
Additional phone features139Troubleshooting Virtual OfficeVirtual Office can cause error messages to display on-screen. Table 5 lists error messages and describes actions to correct the causes.Table 5: Troubleshooting Virtual Office (Part 1 of 3)Displayed Message Probable Cause ActionsBusy, try again Remote IP Phone is active (not idle).Wait for remote IP Phone to become idle and try again.ACD is logged in. Log out of ACD IP Phone before initiating Virtual Office from another IP Phone.Make Set Busy is inactive on ACD IP Phone. Configure Make Set Busy active on ACD IP Phone.Invalid ID (1) Incorrect User ID entered.Enter correct User ID.User ID is not in Gatekeeper database.Notify system administrator.Invalid ID (2) Incorrect User ID entered.Enter correct User ID.Invalid ID (3) Incorrect User ID entered.Enter correct User ID.User ID in Gatekeeper database points to originating Call Server.Notify system administrator.Locked from LoginThree failed attempts to enter the correct Station Control Password.Wait one hour for the lock to clear automatically, or notify system administrator to clear lock.
Additional phone features140Permission Denied (1)Remote telephone has no Station Control Password.Notify system administrator.Permission Denied (3)Incorrect User ID entered.Enter correct User ID.Remote telephone has no Station Control Password.Notify system administrator.Permission Denied (4)Incorrect User ID entered.Enter correct User ID.Attempt to log in to a remote IP Phone 1120E or IP Softphone 2050 from an IP Phone 1150E (some restrictions apply).Go to an IP Phone 1120E or IP Softphone 2050 and try again, or consult your local system administrator.Permission Denied (5)Incorrect User ID entered.Enter correct User ID.Remote telephone does not have VOUA Class of Service.Notify system administrator.Permission Denied (6)Incorrect User ID entered.Enter correct User ID.Incorrect Station Control Password entered.Select Retry, and try again with the correct Station Control Password.Server Unreachable (1)Network problem. Notify system administrator if the problem persists.Table 5: Troubleshooting Virtual Office (Part 2 of 3)Displayed Message Probable Cause Actions
Additional phone features141Using Media Gateway 1000BThe Media Gateway 1000B (MG 1000B) provides a means of extending CS 1000 Release 4.5 features to one or more remotely located branch offices using the Branch Office feature. A branch office is a remote location in the network where IP Phones, PSTN access, and TDM telephones are located. Contact your system administrator to see if these functions are available for your use.The Media Gateway 1000B (MG 1000B) telephone can operate in Normal or Local Mode.Normal ModeThe telephone registers with the Main Office and receives telephone services from the Main Office. At any time while using Normal Mode, you can check Local Mode functionality (make and receive calls) by enabling Local Mode and returning to Normal Mode. After testing, you can return to Normal Mode (see “Using Resume Normal Mode” on page 142) or wait for 10 minutes.Local ModeIf the WAN connection goes down, the IP Phone loses communication with the Main Office TPS. It then registers with the MG 1000B and receives telephone services from the MG 1000B. Features such as Personal Directory, Redial List, and Callers List are not available when operating in Local Mode. When in Local Mode, the telephone displays the message LOCAL MODE.Server Unreachable (2)Network problem. Notify system administrator if the problem persists.Table 5: Troubleshooting Virtual Office (Part 3 of 3)Displayed Message Probable Cause Actions
Additional phone features142Using Test Local ModeUse Test Local Mode to check Local Mode functionality (make and receive telephone calls). Test Local Mode is useful when provisioning has changed for an IP Phone on an MG 1000B Controller.Using Resume Normal ModeUse the Resume Normal Mode command to return to Normal Mode after testing survival functionality.Note: If you do not use the Resume Normal Mode command after testing, the telephone automatically returns to Normal Mode in 10 minutes.1. Press the Services key.2. Press the Up/Down navigation keys to scroll and highlight Test Local Mode.3. Press the Enter key (the telephone resets and registers back to the branch office). 1. Press the Services key.2. Press the Up/Down navigation keys to scroll and highlight Resume Normal Mode.3. Press the Enter key (the telephone registers back to the main office).
Corporate Directory143Troubleshooting MG 1000B The MG 1000B can cause error messages to display on-screen. Table 6 lists error messages and describes actions to correct the causes.Corporate DirectoryThe Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number. You may copy an entry from the Corporate Directory and paste it into your telephone’s Personal Directory for quick access.To use the Corporate Directory application:1. Press the Applications Key.Table 6: Troubleshooting MG 1000BDisplay Message Probable Cause ActionsLocal Mode Test Local Mode.Network problem.Press the Services key, and then select Resume Normal Mode.Contact system administrator if problem persists.Local ModeInvalid ID (1)Gatekeeper unable to find end point from Branch User ID.Notify system administrator.Local ModeInvalid ID (2)Branch User ID not found in any equipped Terminal Number (TN).Notify system administrator.App's
Corporate Directory144Note: If, when you press the Applications Key, Corporate Directory is highlighted, you may proceed directly to step 4.2. From the Applications menu, use the Navigation Keys to highlight Corporate Directory.3. You may press the Select Key or proceed directly to step 4.The Corporate Directory Find screen appears.4. Use the dial pad to enter the name of the person you want to call. Enter the last name first. Separate the last name and first name with a comma.Note 1: The comma is the first character on the ⁄ Key on your dial pad.Note 2: You do not need to enter the entire name. When the Done Key is pressed, the application will highlight the first directory entry that matches the text that you entered. 5. Press the Done Key.The application highlights the first entry that matches the text you entered in step 4. If there is no match, the screen displays No matches found for . . . (the text that you entered).6. Use the Navigation Keys to scroll through the directory.Note: The entire directory is available. The “find” process determines which directory entry to select as your starting point.Corporate Directory Select Done
Corporate Directory1457. If desired, use the Right Navigation Key to move from “list” view to “card” view. In card view, the telephone and department numbers for the entry are viewable. Use the Left Navigation Key to return to list view.Note: While you are in card view, you may use the Up or Down Navigation Key to scroll through directory entries. 8. Press the Dial Key. 9. Press an Individual Line (DN) Key to call the person whose name is highlighted.Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.To find another directory listing or to refine your current directory search: or Press the NewFind Key to begin a new search, or press the Resume Key to enter additional characters so that you may narrow your search.To exit the Corporate Directory application:orPress the Quit Key or the Applications Key.To copy an entry from the Corporate Directory to your telephone’s Personal Dial2637 NewFind ResumeQuitApp's
Corporate Directory146Directory: /1. With the entry selected in the Corporate Directory, press the Copy Key.2. In the Copy to screen, press the Directory Key to copy the name and telephone number to your Personal Directory.After you complete editing and entering the name and telephone number, you are returned to the Corporate Directory.Copy Dirctry
Accessories for the IP Phone 1150E147Accessories for the IP Phone 1150EOptional items are available for use with your 1150E. Please contact your System Administrator for additional details.Accessory Connection Module (ACM)The Accessory Connection Module (ACM) provides the interface for adding the Analog Terminal Adapter, External Alerter and Recorder Interface, Personal Directory PC Utility, and Computer Telephony Integration Adapter.Additional Key CapsFour of the bottom six keys may be re-configured to meet your specific business needs. You may order an optional key cap kit which provides labeled key caps for these keys. The kit provides a key cap for each of the following features: Answer Agent, Activity, Answer Emergency, Observe Agent, and Display Calls Waiting.Analog Terminal Adapter (ATA)The Analog Terminal Adapter (ATA) allows you to connect an analog device such as a modem or fax machine to your telephone.Computer Telephony Integration Adapter (CTIA)The Computer Telephony Integration Adapter (CTIA) provides an interface between your 1150E and your PC for first party call control applications. The CTIA also functions as a Personal Directory PC Utility Cartridge when used with the optional Personal Directory PC Utility software.
Accessories for the IP Phone 1150E148Display-based Expansion ModuleThe Display-based Expansion Module provides additional line (DN) or feature keys for the 1150E. The Display-based Expansion Module has eight keys on three different layers for a total of 24 additional line (DN) or feature keys. The three layers are accessed through the use of a “page” key. The 1150E will support one Display-based Expansion Module.External Alerter and Recorder InterfaceThe External Alerter and Recorder Interface lets you connect a remote ringer, indicator light, or recording device to your telephone.HandsetThe 1150E is not shipped with a handset. A handset is available as a hardware option for the telephone.HeadsetsAmplified and unamplified Headsets are compatible with your 1150E. The amplified headset is an option for noisy environments.Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended that the headset user try using their headset with each of the three settings on both internal and external calls to determine which works best for them.To adjust the headset volume, go to the Options menu, Headset types and select one of the headset types from the sub-menu item: Headset 1, Headset 2 or Amplified.Refer to your distributor for recommended headset types for use with the 1150E.
Accessories for the IP Phone 1150E149Key-based Expansion ModuleThe Key-based Expansion Module provides additional line (DN) or feature keys for the 1150E. You can add up to two Key-based Expansion Modules.Personal Directory PC UtilityThe Personal Directory PC Utility provides a faster, easier way to create or modify the Personal Directory on the 1150E. You can enter names and numbers into a directory file on your PC, and download the file directly from the PC to the 1150E through a serial port connection. You can also upload the Personal Directory from the 1150E to your PC so that you can modify the directory. The PC and the 1150E are connected using the Personal Directory PC Utility Cartridge. The Computer Telephony Integration Adapter (CTIA) may also be used to connect the PC and the 1150E when used with the optional Personal Directory PC Utility software.
Accessories for the IP Phone 1150E150
Terms you should know151Terms you should knowCalling Party Name DisplayInformation appearing on the LCD display screen, such as the caller’s name and telephone number. The system must have CPND enabled.Category 5 (Cat5)Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz, used by 10BaseT, 100BaseT4, 100BaseTX.Category 5e (Cat5e)Most Cat5 cable manufactured after 1996 also supports 1000BaseT (GigE) installations, and is designated Cat 5e. Cat5e cable normally has four pairs of copper wire.Category 6 (Cat6)Cable and associated connecting hardware capable of transmitting at speeds up to 200 MHz. Designed specifically to support 1000BaseT (GigE), it is also compatible with 10BaseT, 100BaseT4, and 100BaseTX installations. The cable normally has four pairs of copper wire.Communication Server 1000Your office communication system.Date/time displayThe current date and time when the telephone is in an idle state.Directory Number (DN)A number consisting of one to seven digits for a telephone, and also known as an extension number.
Terms you should know152Feature displayAn area that shows status information about the feature in use. It also displays the name and status of the active session.Feature Status Lamp indicatorAn LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, or off.Fixed keyThe hard-labeled keys on your telephone.Flexible Feature Codes (FFCs)Specialized codes entered using the dialpad that enable features (for example, Ring Again).Release keyA fixed key used to end an active call.IndicatorAn LCD or an LED that indicates the status of a feature by the flash, wink, steady on, or off.Information displayAny display of call activity, lists, prompts, and status of calls. If the text message exceeds the available display area, a scroll arrow icon indicates that you must use the scroll keys to view the remaining text.Interrupted dial toneA broken or pulsed dial tone that sounds when you access some features on your telephone.Message/InboxA fixed key on your IP Phone 1150E that connects to your voice messaging system when the key is pressed.
Terms you should know153Navigation keysKeys used to scroll through menus and lists appearing on the LCD display screen.Off-hookAny line selected to make a call or receive an incoming call. The term off-hook is applied whether (a) the end user lifts up the handset, (b) the end user presses a line key, (c) the call is automatically answered at the telephone, or (d) a line is automatically selected for an outgoing call.Paging toneA special tone (two beeps followed by dial tone) that sounds when you use the Radio Paging feature.Ringback/ring toneA sound indicating that a call you have made is ringing at its destination.Services keyA fixed key used to access options such as Telephone Options, Password Admin, Virtual Office Login, Virtual Office Logout, Test Local Mode, and Resume Normal Mode.Shared Directory NumberA DN (extension) that is shared by two or more persons.Special Prefix code (SPRE)Special codes entered using the dialpad, followed by a two-digit access code, that enable features (for example, Call Forward All Calls requires entry of SPRE code + 74).Soft keysA set of keys programmed by your system administrator. These four keys, located directly below the display area, have four
Terms you should know154programmable layers. These keys are also used to configure parameters in the Telephone Options menu.Special dial toneThe three consecutive tones followed by dial tone that you hear when accessing telephone features.Station Control Password (SCPW)Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features (for example, Remote Call Forward).Status MessagesA message displayed to inform the user of important information. A right arrow appears if more than one Status Message is present. Examples of Status Messages include: Message Waiting, All Lines Forwarded to: 6453, Do Not Disturb On, Ring Again active, and Ringer is OFF.System or SwitchYour office communication system.SwitchhookA button on which the handset presses down, disconnecting your call when you replace the handset. The handset (when lifted) releases the switchhook, and you either answer an incoming call or you receive a dial tone to make a call.User interfaceScreen displays that interact with the end user as a result of an action or event.Visual Alerter/Message Waiting indicatorAn LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on.
Regulatory and safety information155Regulatory and safety informationTable 7 lists EMC compliance for various jurisdictions, while Table 9 lists compliance with Safety standards.Note 1: This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the Table 7: EMC complianceJurisdiction Standard Description United StatesFCC CFR 47 Part 15Class B Emissions: FCC Rules for Radio Frequency Devices (see Notes 1 and 2) Canada ICES-003 Class B Emissions: Interference-Causing Equipment Standard: Digital Apparatus Australia/New ZealandAS/NZS 3548 CISPR 22Class B Emissions: Information technology equipment - Radio disturbance European Community EN 55022 Class B Emissions: Information technology equipment - Radio disturbance EN 55024 Information technology equipment - Immunity characteristics Limits and methods of measurement EN 61000-3-2 Limits for harmonic current emissions (equipment input current <= 16 A per phase) EN 61000-3-3 Limitation of voltage fluctuations and flicker in low-voltage supply systems for equipment with rated current <= 16 A
Regulatory and safety information156equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:• Reorient or relocate the receiving antenna.• Increase the separation between the equipment and receiver.• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.• Consult the dealer or an experienced radio/ TV technician for help.Note 2: The user should not make changes or modifications not expressly approved by Nortel Networks. Any such changes could void the user’s authority to operate the equipment.This Class B digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada.Warnings:• This is a Class B product. In a domestic environment this product can cause radio interference in which case the user must take adequate measures.• Operation is subject to the following two conditions: (1) this device may not cause interference, and (2) this device must accept any interference, including interference that may cause undesired operation of the device.• Privacy of communications may not be ensured when using this telephone.• To prevent radio interference to the licensed service, this device must be operated indoors only and should be kept away from windows to provide maximum shielding.Table 8: Safety standardsJurisdiction Standard Description United States UL 60950-1 ITE equipment - Safety - Part 1: General requirements Canada CSA 60950-1-03 ITE equipment - Safety - Part 1: General requirements European CommunityEN 60950-1 +A11 ITE equipment - Safety - Part 1: General requirements
Regulatory and safety information157Other Safety Approvals: IEC 60950-1: ITE equipment - Safety - Part 1: General requirementsOtherUS/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68Australia: AS/ACIF S004: Voice Frequency Performance Requirements for Customer EquipmentThis equipment complies with the CE Marking requirements.EU Countries: This device complies with the essential requirements and other relevant provisions of Directive 1999/5/EC. A copy of the Declaration may be obtained from Nortel Networks GmbH address: Ingolstaedter Strasse 14-18, 80807 Munich GermanyTable 9 lists EMC compliance for various jurisdictionsAustralia/New ZealandAS/NZS 60950.1:2003Safety of Information Technology EquipmentTable 9: EMC complianceJurisdiction Standard Description United StatesFCC CFR 47 Part 15Class A Emissions: FCC Rules for Radio Frequency Devices (see Notes 1 and 2)Canada ICES-003 Class A Emissions: Interference-Causing Equipment Standard: Digital ApparatusAustralia/New ZealandAS/NZS 3548 CISPR 22Class A Emissions: Information technology equipment - Radio disturbanceTable 8: Safety standardsJurisdiction Standard Description
Regulatory and safety information158Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense.The user should not make changes or modifications not expressly approved by Nortel Networks. Any such changes could void the user’s authority to operate the equipment.• Reorient or relocate the receiving antenna.• Increase the separation between the equipment and receiver.• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.• Consult the dealer or an experienced radio/ TV technician for help.Note: The user should not make changes or modifications not expressly approved by Nortel Networks. Any such changes could void the user’s authority to operate the equipment.European Community EN 55022 Class A Emissions: Information technology equipment - Radio disturbance EN 55024 Information technology equipment - Immunity characteristics Limits and methods of measurementEN 61000-3-2 Limits for harmonic current emissions (equipment input current <= 16 A per phase) EN 61000-3-3 Limitation of voltage fluctuations and flicker in low-voltage supply systems for equipment with rated current <= 16 ATable 9: EMC complianceJurisdiction Standard Description
Regulatory and safety information159This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada.Warnings:• This is a Class A product. In a domestic environment this product can cause radio interference in which case the user must take adequate measures.• Operation is subject to the following two conditions: (1) this device may not cause interference, and (2) this device must accept any interference, including interference that may cause undesired operation of the device.• Privacy of communications may not be ensured when using this telephone.• To prevent radio interference to the licensed service, this device must be operated indoors only and should be kept away from windows to provide maximum shielding.OtherUS/Canada: Hearing Aid Compatibility (HAC) as per FCC Part 68This equipment complies with the CE Marking requirements.EU Countries: This device complies with the essential requirements and other relevant provisions of Directive 1999/5/EC. A copy of the Declaration may be obtained from Nortel Networks GmbH address: Ingolstaedter Strasse 14-18, 80807 Munich GermanyTable 10: Safety standardsJurisdiction Standard Description United States UL 60950-1 ITE equipment - Safety - Part 1: General requirements Canada CSA 60950-1-03 ITE equipment - Safety - Part 1: General requirements European CommunityEN 60950-1 +A11 ITE equipment - Safety - Part 1: General requirementsAustralia/New ZealandAS/NZS 60950.1:2003Safety of Information Technology Equipment
Regulatory and safety information160
Index161IndexAAbout the IP Phone 2004 11, 151Accessory Connection Module (ACM) 147ACD calls 63Activity code 63additional key caps 147agent ID 58agent keys 71Agent Return 69Agent Walkaway 69Analog Terminal Adapter (ATA) 147announcement 99, 108Answer Agent 71answer calls 89Answer Emergency 72Answer Supervisor 67applicationsCorporate Directory 143Attendant Recall 93Auto Dial 83display number 83Automatic Answerback 97BBusy Override 105buzz 99Ccall accounting 95Call Agent 72Call Charge 100Call Forcing 64Call Forward 77, 114Internal 115Call Join 120Call Page 99Call Park 93Call party information 151Call Pickup 111Call Supervisor 68Call timer 53Call Trace 96call transfer 91Call Waiting 112Calling Party Number 95Calls Waiting indicator 77camp-onforced 103, 104Change feature key labels 53charge account 95Charge Account, Forced 100charge calls 100Computer Telephony Integration Adapter (CTIA) 147, 149Conference 96, 119, 121Conference with Supervisor 68Configure area code setup 49Configure Callers List log 46Configure Name Display format 51Configure New Call indication 47Configure Preferred Name Match 48
Index162Connect the components 29Contrast adjustment 41Corporate Directory 143DDate/time display 151Date/Time format 43dialingon-hook 82predial 82Direct Inward System Access 116, 117Directory key 20Directory Number 151Display Agents 78Display Key 96Display Network Diagnostics Utili-ties 19Display Queue 77Display-based Expansion Module 148, 149DN 151EElectronic Lock 118Emergencysupervisor 72End ACD call 64Enhanced Override 103Expand key 16External Alerter and Recorder In-terface 149FFeature Access Code (FAC) 81, 97, 105, 112Feature display 152Fixed key 152Flexible Feature Code (FFC) 81, 87, 97, 103, 105, 106, 111, 112, 115, 116, 117, 118, 123, 152Forced Camp-on 103, 104forward callsall calls 114internal calls 115remote activation 116GGroup Call 122HHeadsetinterface 57talk/listen 73headsets 148Hold 113Hold key 16Hot Line 88IIndicator status 152Individual Line (DN) Key 97Information display 152Intercom 88Interflow 74Internal Call Forward 115Interrupted dial tone 152Jjoin a call 120
Index163KKey-based Expansion Module 149keysDisplay Key 96LLanguage display 42Last Number Redial 85Line (DN) key 15Local Dialpad Tone 44Local Mode 141Log outstandard 58MMalicious Call Trace 96Media Gateway 1000B 141Message (Inbox) key 20Message key 152Message waiting indicator 17, 154More key 15Multiple Appearance Directory Number (MADN) 106Multiple Queue Assignment (MQA) 58Mute key 16NNavigation keys 16, 153Night Service 75Non-ACD calls 67Normal Mode 141Not Ready 65, 70, 72OObserve Agent 74Off-hook 153Onhook Default Path 52on-hook dialing 82Override 103, 105overrideenhanced 103Ppage 99“Meet - me” page 106paging 106Paging tone 153park 93password change 119Personal Directory PC Utility 147, 149pickup 111position ID 71Predial 82Priority 58Privacy Release 106RRadio Paging 106recallattendant 93Timed Reminder Recall 92receive calls 89Redial 85Regulatory and safety information 155Release key 16Remote Call Forward 116
Index164Resume Normal Mode 142Return from Walkaway 70Ring Again 84ring tone 104Ring type 53ringback 104Ringback/ring tone 153SSecondary DN calls 64secure your telephone 118Security features 22Selectable Conferee Display and Disconnect 121Services key 18, 153Shared Directory Numbers 153Soft keys (self-labeled) 153Special dial tone 154Special Prefix code (SPRE) 153Speed Call 85Speed Call Controller 85Speed Call, System 87Station Control Password 117, 118, 119Station Control Password (SCPW) 154Status Messages 154Supervisor 59, 67Supervisor ID 58Switchhook 154System or Switch 154System Speed Call 87TTelephone display 21Telephone Options 39Test Local Mode 142
Index165Timed Reminder Recall 92trace 96Transfer 91, 96Transfer to Supervisor 69UUSB keyboardfunction keys 26User Interface 154VVirtual Office 132Virtual Office login 133Virtual Office logout 138Virtual Office on your Remote telephone 134Vmsg 109Voice Call 108Voice Messaging control 109Volume adjustment 40Volume control bar 15
Index166
Nortel Communication Server 1000Nortel IP Phone 1150EUser GuideCopyright © 2005 Nortel NetworksAll Rights ReservedInformation is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.Publication Number: P1002467Document Release: Draft 0.02Date: April 2005Produced in CanadaInternet addresshttp://www.nortelnetworks.com

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