Nortel Networks SL-100 manual Answer Emergency, Call Agent, Agent1

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Call Center supervisor features

Answer Emergency

When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes:

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1.Press the Hold Key if you intend to return to the call in progress.

2.Press the Answer Emergency Key.

To disconnect from the emergency call:

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Call Agent

Press the Goodbye Key.

To call an agent:

 

 

 

 

 

 

 

 

Call Agent

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1.

Press Call Agent Key.

 

 

 

 

Agent1

 

 

 

 

 

 

2.

Press the Agent Key assigned to the

 

 

 

 

 

 

 

 

or

 

 

agent or dial the agent’s position ID.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

To leave Call Agent state:

Press the Goodbye Key.

/

Use Supervisor Observe and the Supervisor Headset Jack

The Supervisor Observe Key is located in the upper left corner of the M3905 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

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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-labeledCall Processing Keys Context Sensitive Soft Keys self-labeledApps X2498Fixed Keys Mute Key Volume Control BarHeadset Key Emergency Key Not Ready Key DsplyQueue Application KeysPrimary Directory Number Individual Directory NumberMessage Key Your telephone display information M3905 Call Center Meridian Digital TelephoneM3905 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 Live dial pad Area code set upPreferred name match OffDate/time format Call timerKey click Key to turn on Key click, or pressHeadset 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 Activity Code Fixed Key to activate Line-of-Business code Agent featuresAnswer Call Center Calls LOBCodeMultistage 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 Call Agent Answer EmergencyUse Supervisor Observe and the Supervisor Headset Jack Agent1Controlled Interflow Night ServiceConIntrFlw NightSvcAgent1 or Observe AgentDisplayAgt Display Agent StatusDsply Queue Display Queue StatusMake a Call Your telephone non-ACD call featuresAuto Dial Predial feature2637 2498 PurchasingRedial Last Number Called Activate Ring AgainRingAgn RngCall Speed CallCanclRA SpcCtrlDone System Speed Call Network Speed CallSpcCtrl SpcUsr 2498 SSCuser SScCtlrIntercom Call Group Intercom All CallGpintercom Intercom Intercom Call on a Predesignated SetIndividual Page from Group Intercom Answer a CallCall Forward While you are away from your deskForward Done CheckFw DoneCanclFw CheckFwCall Forward Remote Activation Place a call on Hold While on an active callTransfer a Call TransSwap Connect Blind Transfer Recall2498 Trans Call ParkPark DirectPark2498 DirectPark Inspect Key Charge a Call or Charge a Forced CallInspect Trace a Malicious CallMALCSHold 2498 MALCSHold key TransAnswer Call Pickup Incoming callsPickup DNPickupCall Wait Call WaitingSet up a conference call Talk with more than one personConf Swap Connect Preset Conference Call Join2270 Use Privacy Release Call featuresPaging PrivRlsBusy Override Make an Announcement over the CallExeBusyOvd Use Station Camp-on Anonymous Caller Rejection Acrj Class features on IVD setsAutomatic Callback ACB 2698Automatic 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 Call Log Access and use the Callers ListSelect New Old CallersDial Access and use the Redial ListRedial Use the Personal Directory Access the Personal DirectoryAdd a Personal Directory entry AddNewÀààà Next Done ÀààDir/Log Next Clear Done Add an incoming callDelete or edit a Personal Directory entry Add an outgoing callNext Done DeleteYes Delete your Personal DirectoryEdit Next Done DelList Yes NoUse 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 Display-based Access Expansion Module DBA Key-based Access Expansion Module KBAAnalog Terminal Adapter ATA External Alerter and Recorder InterfaceFeature 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

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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