Nortel Networks SL-100 manual Emergency Key Not Ready Key

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Your telephone’s controls

Emergency Key

/

Not Ready Key

Press the Emergency Key to join the supervisor into a call when judged to be an emergency situation. It can also be used to add a recording device automatically.

The Emergency key is on the agent set.

/

Make Busy Key

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Activity Code Key

Press the Not Ready Key to put the agent position in a Not Ready state. The Not Ready state takes the agent out of the ACD queue without logging the agent out. The Not Ready state allows the agent to perform and record post call processing duties connected to ACD calls. This key is common to both agent and supervisor sets.

Press the Make Busy Key to log out of the ACD queue and agent position. This key is common to both agent and supervisor sets.

Press the Activity Code Key and enter the

/ appropriate line of business (LOB) code to record the activity the agent is performing.

Answer Emergency Key

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Answer Agent Key

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Press the Answer Emergency Key on the Supervisor ACD telephone to answer agent emergency calls.

Press the Answer Agent Key on the Supervisor ACD telephone to establish a direct connection to the supervisor from an agent position.

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Contents Meridian Digital Telephones Page Introduction to your M3905 Call Center Telephone Call Center headset interface Your telephone non-ACD call features Make a Call Incoming calls Feature Key chart Meridian SL-100 Feature Access Codes FAC Table of contents M3905 Call Center Telephone Introduction to your M3905 Call Center TelephoneOptional accessories M3905 Call Center FeaturesAvailable ACD Features on the M3905 Telephone Introduction to your M3905 Call Center Telephone Terms you should know Terms you should know Your telephone’s controls Programmable Line/Feature Keys self-labeled X2498 Context Sensitive Soft Keys self-labeled Call Processing Keys AppsFixed Keys Mute Key Volume Control BarHeadset Key Emergency Key Not Ready Key DsplyQueue Application KeysIndividual Directory Number Primary Directory NumberMessage Key Aug 20 548 P M3905 Call Center Meridian Digital TelephoneYour telephone display information M3905 DisplayOptions Options ListSelect Select a language Change a Feature Key labelSelect AutoDial Select Purchasing Adjust volume Adjust Screen contrastLower Higher Select Call Log options Choose Ring typePlay Select Off Area code set upLive dial pad Preferred name matchKey to turn on Key click, or press Call timerDate/time format Key clickHeadset port on call Headset typeHeadset port external alerter Display diagnosticsCall Center headset interface Switching between the handset and the headsetFreeing your hands while on the job Agent Login Call Center agent/supervisor featuresAgent Login Enhancement Agent Logout LOBCode Agent featuresActivity Code Fixed Key to activate Line-of-Business code Answer Call Center CallsMultistage Queue Status Key/Lamp Call ForcingDisplay Que Display Queue Threshold Msqs enhancement for agents5551234 T2 Callq Forward Callers Redial CallqMake Busy Emergency KeyNot Ready Key Contact your supervisor Answer or Make Non-ACD Calls2498 Walkaway and Return from Walkaway Transfer to InCalls Key Agent Keys Call Center supervisor featuresAnswer Agent Agent1 Answer EmergencyCall Agent Use Supervisor Observe and the Supervisor Headset JackNightSvc Night ServiceControlled Interflow ConIntrFlwAgent1 or Observe AgentDisplayAgt Display Agent StatusDsply Queue Display Queue StatusMake a Call Your telephone non-ACD call features2498 Purchasing Predial featureAuto Dial 2637Activate Ring Again Redial Last Number CalledRingAgn SpcCtrl Speed CallRngCall CanclRA2498 SSCuser SScCtlr System Speed Call Network Speed CallDone SpcCtrl SpcUsrGroup Intercom All Call Intercom CallGpintercom Intercom Intercom Call on a Predesignated SetIndividual Page from Group Intercom Answer a CallCheckFw Done While you are away from your deskCall Forward Forward DoneCanclFw CheckFwCall Forward Remote Activation Trans While on an active callPlace a call on Hold Transfer a CallSwap Connect Blind Transfer RecallDirectPark Call Park2498 Trans Park2498 DirectPark Inspect Key Charge a Call or Charge a Forced CallMALCSHold key Trans Trace a Malicious CallInspect MALCSHold 2498DNPickup Incoming callsAnswer Call Pickup PickupCall Wait Call WaitingTalk with more than one person Set up a conference callConf Swap Connect Call Join Preset Conference2270 PrivRls Call featuresUse Privacy Release PagingMake an Announcement over the Call Busy OverrideExeBusyOvd Use Station Camp-on 2698 Class features on IVD setsAnonymous Caller Rejection Acrj Automatic Callback ACBAutomatic Recall AR Customer Originated Trace COT 2698 CustOrigTr Calling Name/Number Delivery Blocking CnnbSelective Call Forward SCF Dir/Log Directory display and navigationCallers Redial Directory password protectionDone EnterPassword enabled on Callers Access and use the Callers ListCall Log Select New OldDial Access and use the Redial ListRedial AddNew Access the Personal DirectoryUse the Personal Directory Add a Personal Directory entryÀààà Next Done ÀààDir/Log Next Clear Done Add an incoming callDelete Add an outgoing callDelete or edit a Personal Directory entry Next DoneDelList Yes No Delete your Personal DirectoryYes Edit Next DoneUse Card View Use the Personal Directory to make a callSearch for an entry Dir/Log Next Copy a number from the Redial ListApps Corporate DirectorySelect Done NewFind Resume Dirctry Accessories for the M3905 External Alerter and Recorder Interface Key-based Access Expansion Module KBADisplay-based Access Expansion Module DBA Analog Terminal Adapter ATAFeature Key chart 100 101 102 Acrj Meridian SL-100 Feature Access Codes FAC104 105 Key 24 107 Index 108 Page Internal Manufacturing part number P0943524 Issue