Nortel Networks SL-100 manual Emergency Key, Make Busy

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Agent features

position. The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold.

In some systems, this information is also displayed when the Not Ready feature is active. The information is updated regularly and is visible until the Not Ready feature is turned off.

Emergency Key

When you have an emergency situation:

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 with your supervisor, or you can automatically connect a tape recorder in the event of a threatening or abusive call.

The Emergency lamp flashes on the Agent set, and the Answer Emergency lamp flashes on the Supervisor set.

Note: The display shows information about the call. Write down this information for future reference, before you press the Emergency Key.

Make Busy

The Make Busy feature logs an agent out when going for breaks, lunch, or end of day. When the Make Busy feature is in use, the ACD agent must log back into the ACD queue, if the agent has an agent log in.

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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-labeledX2498 Context Sensitive Soft Keys self-labeledCall Processing Keys AppsFixed Keys Mute Key Volume Control BarHeadset Key Emergency Key Not Ready Key DsplyQueue Application KeysPrimary Directory Number Individual Directory NumberMessage Key Aug 20 548 P M3905 Call Center Meridian Digital TelephoneYour telephone display information M3905 DisplayOptions 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 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 diagnosticsSwitching 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 LOBCode Agent featuresActivity Code Fixed Key to activate Line-of-Business code Answer Call Center Calls Multistage 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 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 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 2637Redial Last Number Called Activate Ring AgainRingAgn SpcCtrl Speed CallRngCall CanclRA2498 SSCuser SScCtlr System Speed Call Network Speed CallDone SpcCtrl SpcUsrIntercom Call Group Intercom All 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 WaitingSet up a conference call Talk with more than one personConf Swap Connect Preset Conference Call Join2270 PrivRls Call featuresUse Privacy Release PagingBusy Override Make an Announcement over the CallExeBusyOvd 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 ListCorporate Directory AppsSelect 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