Nortel-networks M3905 User Manual

Enterprise Voice Solutions Customer DocumentationNortel Knowledge NetworkM3905 Call CenterMeridian Digital TelephoneUser Guide

2Introduction to your M3905 Call Center TelephoneM3905 Call Center featuresThe M3905 Call Center features:• eight Programmable Line/Feature Keys (Self

3Terms you should know Agent Features Supervisor Features• Emergency • Answer Agent• Agent Login/Logout • Agent Key(s)• Not Ready • Display agent

4Terms you should knowInformation display—The Information screen displays call activity, lists, prompts, and status of calls.Interrupted dial tone—Int

5Your Telephone’s Controls Your Telephone’s ControlsThis section describes the features on the M3905 ACD Meridian Digital telephone.Programmable

6Your Telephone’s ControlsPress the Options Key to make adjustments to your telephone's volume and display contrast, as well as other feature set

7Your Telephone’s Controls The Volume Control Bar is used to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a ca

8Your Telephone’s ControlsHeadset Key/Press the Headset Key to automatically switch back and forth between headset and handset. The headset indicator

9Your Telephone’s Controls Not Ready/Press the Not Ready Key to put the agent position in a Not Ready state. The Not Ready state takes the agent

10Your Telephone’s ControlsCall Agent/The Call Agent Key on the Supervisor set connects the supervisor to an agent position.Supervisor ObserveSupervis

11Your Telephone’s Controls Individual Directory NumberThe Individual Directory Number is the second Directory Number for the telephone. You can

38While you are away from your desk: Call Forward

12Your Telephone’s Controls

M3905 Call Center Meridian Digital Telephone13 M3905 Call Center Meridian Digital TelephoneYour Call Center Meridian Digital Telephone provides e

14Call Center Agent/Supervisor FeaturesAgent login /1. Press the In-Calls Key.2. Dial your Agent ID (if required)./or/3. Press the In-Calls Key. or Pr

Call Center Agent/Supervisor Features15 To login with Supervisor ID and without Priority:Selection BDial your Agent ID £ Supervisor ID £ ACDDN1£

16Call Center Agent/Supervisor FeaturesDefault loginIf you normally use the same telephone, you do not repeat the complete login process at the beginn

Call Center Agent/Supervisor Features17 ExampleTo re-enter ACD DN 1 without using Priority (press £ ‚ £ to correct ACD DN 1):Dial your Agent ID £

18Agent featuresAgent featuresThis section explains the features that are available to ACD agent positions. Use Activity CodeThis feature allows the A

Agent features19 Answer Call Center callsThe In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls Key is the main ACD e

20Agent features/Press the Not Ready Key. This will remove you from the queue but keep you logged in as an agent position.orWait for the caller to ter

Agent features21 Use Not ReadyThe agent uses the Not Ready Key, when performing post-call work.When you need time to catch up on post-call proces

i Table of ContentsIntroduction to your M3905 Call Center Telephone 1M3905 Call Center telephone ...

22Agent featuresTo answer a non-ACD call, when the telephone rings:Press the DN Key next to the flashing indicator. You are connected to your non-ACD

Agent features23 Note: On the Meridian SL-100, press the Emergency Key to establish a three way call.To Transfer to a supervisor, during a call i

24Agent features/2. Press the Hold Key.3. Disconnect the headset.Note: On the Meridian SL-100, you need to enter a walkaway code. To return from Walka

Call Center Supervisor features25 Call Center Supervisor featuresYou can assign any feature listed in the “Agent features” section to the supervi

26Call Center Supervisor featuresTo disconnect from the emergency call:/Press the Goodbye Key.Call AgentTo call an agent:/1. Press Call Agent Key, you

Call Center Supervisor features27 To use the Supervisor Observe feature for a two way conversation:While the headset is plugged in, press the Sup

28Call Center Supervisor featuresTo transition to Night Service: + Press the Night Key and dial ° (8=T for Transition).The indicator flashes.

Call Center Supervisor features29 To leave the Observe state: /Press the Goodbye Key.Note: You cannot observe an agent if the agent's call i

30Call Center Supervisor features

31Your telephone non-ACD call featuresYour telephone non-ACD call featuresThis section describes some non-ACD features commonly used for call process

ii Draft 0.01Table of ContentsPrimary Directory Number ...10Individual Directory

32Make a callTo display the Auto Dial number:1. Press the Display Key.Note: On the Meridian SL-100, press the Auto Dial Key to display the number.2. P

Make a call33 Transfer a callUse the Transfer feature to redirect a call on your Individual DN (non-ACD) to a third party.To use the Transfer fea

34Make a callUse Timed Reminder RecallTimed Reminder Recall gives you a reminder tone when a call you transferred is not answered.To use Timed Reminde

Make a call35 2. Dial the number of the person you want to add to the conference call. You can talk privately to the person you are adding at thi

36Make a callActivate Ring AgainThe Ring Again feature allows you to automatically redial a number that is busy or no answer. If you receive a busy to

Make a call37 Use Speed CallSpeed Call allows you to dial frequently called telephone numbers by entering a one, two, or three digit code (i.e. 0

38Make a call3. Dial the Speed Call code.Make a System Speed CallSystem Speed Call allows you to dial Speed Call codes and override all restrictions w

Answer a call39 To answer an Intercom call while on a line other than your Intercom group line:/ or/ 1. Press the Hold Key to put the current ca

40Answer a callNote 1:If Automatic Hold is enabled, the active call is automatically put on Hold when you answer the second call.Note 2: On the Merid

Answer a call41 To Park a call on a DN other than the System Park Extension or your own DN:1. Press the Park Key.2. Dial the DN where you want th

iii Table of ContentsYour telephone non-ACD call features 31Make a call 31Auto Dial ...

42Answer a call or + or2. Dial the SPRE code or dial (enter) the Call Park FFC (Meridian 1), or the FAC (Meridian SL-100) followed by the Enter Key

Answer a call43 Use Call WaitingCall Waiting lets you put your current call on Hold, while you answer the next call. Example: The attendant route

44While you are away from your deskWhile you are away from your deskCall ForwardOn an ACD set the Call Forward can only be used on your Individual DN.

While you are away from your desk45 Forward an internal callOn an ACD set, the Internal Call Forward works with your Individual DN only. Internal

46While you are away from your desk4. Dial your Electronic Lock password.5. Dial your DN.To forward calls to a previous call forward telephone number,

While you are away from your desk47 2. Dial the electronic Lock FFC.3. Dial your electronic lock password.4. If you perform this operation from a

48While on an active call4. Dial the new password.5. Dial the new password again.Note 1:This feature is not available on the Meridian SL-100.Note 2:

While on an active call49 2. Dial the charge account number.3. When you receive dial tone, dial the number.To charge a call in progress: or 1. Pr

50While on an active callTransfer Key.To charge a call to an account when you add someone to a conference call:1. Press the Conference Key. The call i

While on an active call51 5. Press the Enter Key.Note: If Calling Party Number is invalid, the screen displays: Charge is not allowed.To charge a

iv Draft 0.01Table of ContentsCall features 52Use Group Call ...

52Call features2. Dial the Trace FFC (Meridian 1) or the FAC (MSL-100 system).3. Press the DN Key beside the flashing LCD indicator to return to the c

Call features53 To answer a Group Call: / orPress the Headset Key. or Press the Individual DN Key:• If you are on a call and you hear three 10-s

54Call featuresActivate OverrideYou can override a busy signal and interrupt another call.To override a busy/engaged signal:1. You Dial a telephone nu

Call features55 Use the Buzz signalTwo telephones can link together to allow one person to signal the other. The person signaled hears a “buzz”.

56Call featuresUse Forced Camp-onForced Camp-on allows your telephone to automatically ring another telephone as soon as it disconnects from its curre

Call features57 2. Dial the number of the party you want to page. After dialing, you receive a ringback tone. Note 1:The person you paged uses an

58Call featuresanswer the page call from any telephone and connect to the person who paged you.1. Dial the Radio Page Answer FFC. You receive page ton

59Your telephone display informationYour telephone display informationUnderstand the Meridian 1 Calls Waiting status indicator for ACDThe Calls Waitin

60Your telephone display informationThe information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the thr

61Your telephone display informationDisplay queueThe Display Queue feature allows you to access the status of calls in an ACD Queue. Information displ

v Table of ContentsHandset ... 73Analog Te

62Your M3905 Call Center Telephone Options menuNote 1:To display the second caller's name does not interfere with the current call in progress.No

63Your M3905 Call Center Telephone Options menuRing type: This Option gives you the ability to select the type of audible notification you want for in

64Your M3905 Call Center Telephone Options menuSelect languageThe telephone display shows information in one of many languages. Follow these steps to

65Your M3905 Call Center Telephone Options menu3. Press the Select Key.4. Scroll through your feature labels with the Navigation Keys. 5. When the lab

66Your M3905 Call Center Telephone Options menu3. Press the Select Key. or 4. Press Lower Key to adjust the contrast level lower.orPress the Higher Ke

67Your M3905 Call Center Telephone Options menu or 6. Press the Lower Key.orPress the Higher Key. 7. Press the Done Key when finished.Choose Ring type

68Your M3905 Call Center Telephone Options menu6. Press the Done Key when finished.Use Call TimerCall Timer can be set in three different modes: Autom

69Your M3905 Call Center Telephone Options menu2. Use the Navigation Keys to highlight Date/time format.3. Press the Select Key.4. Use the down Naviga

70Your M3905 Call Center Telephone Options menuHeadset TypeThe Headset Type allows you to select the type of headset you are using in order to adjust

71Your M3905 Call Center Telephone Options menuDisplay DiagnosticsFollow these steps to select Display Diagnostics:1. Press the Options Key. A list of

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72Your M3905 Call Center Telephone Options menu3. Press the Select Key.4. Press the Done Key. Select Done

73Accessories for the M3905Accessories for the M3905Optional items are available for use with your M3905 Meridian Digital telephone. Please contact yo

74Accessories for the M3905External Alerter and Recorder InterfaceThe External Alerter Interface lets you connect a third party device (remote ringer,

75Feature ChartFeature ChartFeature Name Softkey Programmable keyFeatureAttendant Recall NO YES YESAuto Dial NO YES NOAutomatic Answer Back NO YES

76Feature ChartOne-way/two-way Hot Line NO YES NOOne-way/two-way Hot Line List NO YES NOLast Number Redial YES NO NOMake Set Busy NO YES YESMalici

77Feature ChartRoom Status NO YES YESSignaling NO YES NOSingle Call Non-ringing DN NO YES NOSingle Call Ringing DN NO YES NOSpeed Call Controller

78Feature Chart

79Meridian 1 Flexible Feature Codes (FFC)Meridian 1 Flexible Feature Codes (FFC)Radio Paging LockRadio Paging Access UnlockRadio Paging Answer Call P

80Meridian SL-100 Feature Access Codes (FAC)Meridian SL-100 Feature Access Codes (FAC)Account Code Make Set Busy (MSB)Anonymous Caller Rejection (ACRJ

81IndexAAccount code 48ACD calls 19Activity code 18agent keys 25Agent Return 23Agent Walkaway 23answernon-ACD calls 7Answer Agent 25Answer Emergency 2

1Introduction to your M3905 Call Center Telephone Introduction to your M3905 Call Center TelephoneYour Call Center Meridian Digital Telephone pro

82IndexHHeadsetinterface 13talk/listen 26Hold 6, 43Hot Line 39IIn-Calls Key 7Indicator status 3Information display 4Information line 3Intercom 38Inter

38While you are away from your desk: Call Forward

Title to and ownership of Meridian SL-1 software shall at all times remain with Nortel Networks. Meridian SL-1 software shall not be sold outright an