Nortel Networks SL-100 manual Display Agent Status, DisplayAgt

Page 48

Call Center supervisor features

Display Agent Status

The Display Agent feature gives you a summary of the current status of all agent positions for which you have Agent Keys information displayed.

DisplayAgt

 

 

 

 

 

 

1.

Press the Display Agent Key. The dis-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

play shows a summary of the current

 

 

 

 

 

 

 

 

 

 

 

status of all agent positions in the ACD

 

 

 

 

 

 

 

 

 

 

 

group. If you supervise other ACD

 

 

 

 

 

 

 

 

 

 

 

groups, you need a Display Agent Key

 

 

 

 

 

 

 

 

 

 

 

for each group.

/

 

 

 

 

 

 

 

2.

Press the Goodbye Key to clear the

 

 

 

 

 

 

 

 

 

 

display.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Agent positions not logged in

Agent positions available to receive calls

NMD

IDL

NR

SDN

ACD

1

2

1

0

8

Forward Callers Redial

Agent positions on active ACD calls

Agent positions logged in but currently on non-ACD calls

Quit

Copy

Agent postions logged in but temporarily unable to receive calls

553-9096B

3.Your display shows information similar to the example above.

Note: The information is displayed for 12 seconds, until you press another feature key, or until a call is presented on your In-CallsKey.

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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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