Nortel Networks M3905 /

Call Center Agent/Supervisor Features

Agent login

/1. Press the In-Calls Key.

2. Dial your Agent ID (if required).

3. Press the In-Calls Key.

Press the Not Ready Key to enter the

ACD queue.

Note:

On the Meridian SL-100, press

Make Busy Key until the indicator turns on,

then press the In-Calls Key.

Login with Agent ID and Multiple Queue Assignment (MQA)

MQA allows you to enter your four digit Agent ID, select a Supervisor (if your

queue requires one), and enter up to five different ACD DNs with priorities.

To lo gin :

/1. Press the In-Calls Key.

To login without Supervisor ID and

without Priority: 2. Select one of the following scenarios:

A, B, C, or D.

Selection A

Dial your Agent ID £ ACDDN1£

A

CD DN 2 £ ACDDN 3 £

ACDDN4£ ACDDN 5 ££.

In - Calls

Not Ready

In - Calls

Contents

Main Page Introduction to your M3905 Call Center Telephone 1 Terms you should know 3 Your Telephones Controls 5 ii M3905 Call Center Meridian Digital Telephone 13 Call Center Agent/Supervisor Features 13 Agent features 18 Call Center Supervisor features 25 Page iv Call features 52 Your telephone display information 59 Your M3905 Call Center Telephone Options menu 62 Accessories for the M3905 73 Page Page Introduction to your M3905 Call Center Telephone Automatic Call Distribution telephone ACD Call Center telephone M3905 Call Center telephone M3905 Call Center features Available ACD Features on the M3905 ACD telephone Terms you should know Page Your Telephones Controls Programmable Line/Feature Keys (Self-labeled) Line Key Auto Dial Key Display Key / Mute Volume Control Bar Call Processing Keys Goodbye Key Hold Key / Mute Message Waiting lamp / Fixed Keys In-Calls Key Individual Directory Number Headset Key / Emergency Call Supervisor/Agent / Emergency Headset Supervisor Not Ready / Dsply Queue Make Busy / Activity Code Answer Emergency Answer Agent Observe Agent / Supervisor Observe / Application Keys Quit Key Copy Key Navigation Keys More...Key Individual Directory Number Page M3905 Call Center Meridian Digital Telephone Automatic Call Distribution Note 2: ACD Call Center telephone / A Note: Login with Agent ID and Multiple Queue Assignment (MQA) Page Default login / Correct errors during the login procedure Agent logout / Agent features Use Activity Code / Answer Call Center calls / Call Forcing Emergency / Use the Emergency Key Use Not Ready / Answer or make non-ACD calls Contact your supervisor / / / / / / Use Walkaway and Return from Walkaway / Note: Note 4: Note 3: Note 2: / Ans Emerg Agent keys / Answer Agent Answer Emergency Ans Agent Call Agent / Use the Supervisor Observe and Super visor Headset Jack CallAgt Interflow Night Service Observe / CallAgt / Page Page Your telephone non-ACD call features Make a call Auto Dial Redial last number called Transfer a call Use Timed Reminder Recall Set up a Conference call / Use Call Join Activate Ring Again Use Speed Call Make a System Speed Call Make an Intercom call / Answer a call Place a call on Hold Use Call Park SPRE code + or Call Park FFC/FAC Display call information Use Call Waiting / While you are away from your desk Call Forward Forward an internal call Use Remote Call Forward Secure your telephone / While on an active call Activate Call Charge Charge a call or Charge a Forced call Page Record a Calling Party Number Enter number Trace a Malicious call Trans Conf Call features Use Group Call Use Privacy Release Headset Activate Override / Activate Override, Enhanced Use the Buzz signal Make an announcement over the Call Page Use Forced Camp-on Radio Page Feature Page Your telephone display information Understand the Meridian 1 Calls Waiting status indicator for ACD Understand the ACD display information for the Meridian SL-100 Display agent status Display queue Display call information Your M3905 Call Center Telephone Options menu Options feature list To access your adjustable features in the Options menu Select language Change feature key label Adjust the contrast Adjust the volume on your telephone Choose Ring type Use Call Timer Format Date/time Use Key Click Headset Type Display Diagnostics Set MCA Data Parameters Page Accessories for the M3905 Additional Key Caps Accessory Connection Module (ACM) Headset Handset Page Feature Chart Page Page Page Meridian 1 Flexible Feature Codes (FFC) Meridian SL-100 Feature Access Codes (FAC)