Nortel Networks SL-100 manual Call Forcing, Multistage Queue Status Key/Lamp

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Agent features

Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-CallsKey. You do not pickup the call, it is sent to your line.

Note 2: 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.

Your phone rings and the In-Calls indicator flashes:

/

To answer an ACD call, press the In-Calls

Key. The caller is connected and the

indicator lights continuously.

To end an ACD call:

 

/

Press the Goodbye Key.

or

 

Wait for the caller to terminate the call.

Call Forcing

The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between each incoming call that is defined by the system administrator. After the time interval is up, the agent hears a tone through the headset and Call Forcing automatically connects the incoming call to the agent.

You hear a short tone. The In-Callsindicator

/ lights continuously and the ACD call automatically goes to the agent position.

Multistage Queue Status Key/Lamp

The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides information about the incoming call queue of any ACD group. Three thresholds, T1, T2, and T3, are created by your supervisor. The thresholds represent wait time in queue of the next call to be answered or number of calls in queue.

The MSQS Key/Lamp feature can be activated by any of the following actions:

•you log in

•an ACD call is presented to your 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 Introduction to your M3905 Call Center Telephone M3905 Call Center TelephoneM3905 Call Center Features Optional accessoriesAvailable ACD Features on the M3905 Telephone Introduction to your M3905 Call Center Telephone Terms you should know Terms you should know Programmable Line/Feature Keys self-labeled Your telephone’s controlsContext Sensitive Soft Keys self-labeled Call Processing KeysApps X2498Mute Key Volume Control Bar Fixed KeysHeadset Key Emergency Key Not Ready Key Application Keys DsplyQueuePrimary Directory Number Individual Directory NumberMessage Key M3905 Call Center Meridian Digital Telephone Your telephone display informationM3905 Display Aug 20 548 POptions List OptionsSelect Change a Feature Key label Select a languageSelect AutoDial Select Purchasing Adjust Screen contrast Adjust volumeLower Higher Choose Ring type Select Call Log optionsPlay Select Area code set up Live dial padPreferred name match OffCall timer Date/time formatKey click Key to turn on Key click, or pressHeadset type Headset port on callDisplay diagnostics Headset port external alerterSwitching between the handset and the headset Call Center headset interfaceFreeing your hands while on the job Call Center agent/supervisor features Agent LoginAgent Login Enhancement Agent Logout Agent features Activity Code Fixed Key to activate Line-of-Business codeAnswer Call Center Calls LOBCodeCall Forcing Multistage Queue Status Key/LampDisplay Queue Threshold Msqs enhancement for agents Display QueCallq 5551234 T2 Callq Forward Callers RedialEmergency Key Make BusyNot Ready Key Answer or Make Non-ACD Calls Contact your supervisor2498 Walkaway and Return from Walkaway Transfer to InCalls Key Call Center supervisor features Agent KeysAnswer Agent Answer Emergency Call AgentUse Supervisor Observe and the Supervisor Headset Jack Agent1Night Service Controlled InterflowConIntrFlw NightSvcObserve Agent Agent1 orDisplay Agent Status DisplayAgtDisplay Queue Status Dsply QueueYour telephone non-ACD call features Make a CallPredial feature Auto Dial2637 2498 PurchasingRedial Last Number Called Activate Ring AgainRingAgn Speed Call RngCallCanclRA SpcCtrlSystem Speed Call Network Speed Call DoneSpcCtrl SpcUsr 2498 SSCuser SScCtlrIntercom Call Group Intercom All CallGpintercom Intercom Call on a Predesignated Set IntercomAnswer a Call Individual Page from Group IntercomWhile you are away from your desk Call ForwardForward Done CheckFw DoneCheckFw CanclFwCall Forward Remote Activation While on an active call Place a call on HoldTransfer a Call TransBlind Transfer Recall Swap ConnectCall Park 2498 TransPark DirectPark2498 DirectPark Charge a Call or Charge a Forced Call Inspect KeyTrace a Malicious Call InspectMALCSHold 2498 MALCSHold key TransIncoming calls Answer Call PickupPickup DNPickupCall Waiting Call WaitSet up a conference call Talk with more than one personConf Swap Connect Preset Conference Call Join2270 Call features Use Privacy ReleasePaging PrivRlsBusy Override Make an Announcement over the CallExeBusyOvd Use Station Camp-on Class features on IVD sets Anonymous Caller Rejection AcrjAutomatic Callback ACB 2698Automatic Recall AR Customer Originated Trace COT Calling Name/Number Delivery Blocking Cnnb 2698 CustOrigTrSelective Call Forward SCF Directory display and navigation Dir/LogDirectory password protection Callers RedialEnter DonePassword enabled on Access and use the Callers List Call LogSelect New Old CallersAccess and use the Redial List DialRedial Access the Personal Directory Use the Personal DirectoryAdd a Personal Directory entry AddNewÀàà Àààà Next DoneAdd an incoming call Dir/Log Next Clear DoneAdd an outgoing call Delete or edit a Personal Directory entryNext Done DeleteDelete your Personal Directory YesEdit Next Done DelList Yes NoUse the Personal Directory to make a call Use Card ViewSearch for an entry Copy a number from the Redial List Dir/Log NextCorporate Directory AppsSelect Done NewFind Resume Dirctry Accessories for the M3905 Key-based Access Expansion Module KBA Display-based Access Expansion Module DBAAnalog Terminal Adapter ATA External Alerter and Recorder InterfaceFeature Key chart 100 101 102 Meridian SL-100 Feature Access Codes FAC Acrj104 105 Key 24 107 Index 108 Page Internal Manufacturing part number P0943524 Issue

SL-100 specifications

Nortel Networks SL-100 is a sophisticated telecommunications platform renowned for its versatility and robust features. Introduced in the late 1990s, this digital switching system caters primarily to small and medium-sized enterprises (SMEs), providing them with advanced telephony capabilities that were once limited to larger organizations.

At the heart of the SL-100 is its ability to support both traditional circuit-switched telephony and emerging VoIP technologies. This dual capability allows businesses to transition seamlessly from legacy systems to modern communication frameworks, ensuring that they can leverage both existing infrastructure and new innovations. The platform is designed to scale, accommodating a range of up to 2,000 lines, making it an appropriate solution for companies anticipating growth.

One of the standout characteristics of the SL-100 is its modular architecture. This design enables organizations to customize their systems with various modules tailored to specific needs. Options such as voicemail, call center features, and enhanced reporting capabilities can be integrated without necessitating a complete system overhaul. As a result, businesses can implement only the features they require, optimizing cost and efficiency.

Nortel’s SL-100 employs a centralized management interface that simplifies administration and improves operational efficiency. This interface provides system administrators with real-time monitoring and the ability to manage user accounts and features from a single point. The platform also facilitates easier troubleshooting and maintenance, reducing downtime and operational disruption.

Security is another essential feature of the SL-100. It incorporates user authentication, call encryption, and network security measures to protect sensitive communications. As cyber threats become increasingly prevalent, the SL-100 positions itself as a reliable option for businesses concerned about maintaining secure communications.

Additionally, the Nortel SL-100 supports various standard protocols, enhancing interoperability with third-party applications and equipment. This crucial compatibility improves its attractiveness to organizations seeking to integrate their legacy systems with modern solutions like customer relationship management (CRM) and other enterprise applications.

Overall, Nortel Networks SL-100 stands out as a dynamic telecommunications solution, balancing advanced technology, flexibility, and security. As businesses navigate an ever-evolving communications landscape, the SL-100 offers a pathway for companies to modernize their communication infrastructure while maintaining the functionality and integrity of their existing systems.
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