Nortel Networks M3905 ii , M3905 Call Center Meridian Digital Telephone 13 Call Center Agent/Supervisor Features 13, Agent features 18, Call Center Supervisor features 25

ii Draft 0.01
Table of Contents
Primary Directory Number .................................................................... 10
Individual Directory Number ................................................................. 11
M3905 Call Center Meridian Digital Telephone 13
Call Center Agent/Supervisor Features 13
Call Center headset interface ................................................................13
Agent login .........................................................................................14
Login with Agent ID and Multiple Queue Assignment (MQA) ................... 14
Default login ........................................................................................ 16
Correct errors during the login procedure ..............................................16
Agent logout ........................................................................................17
Agent features 18
Use Activity Code .................................................................................18
Answer Call Center calls ....................................................................... 19
Call Forcing ......................................................................................... 20
Use the Emergency Key ......................... ...............................................20
Use Not Ready ....................................................................................21
Answer or make non-ACD calls ............................................................21
Contact your supervisor ........................................................................ 22
Use Walkaway and Return from Walkaway ........................................... 23
Call Center Supervisor features 25
Agent keys ..........................................................................................25
Answer Agent ...................................................................................... 25
Answer Emergency ..............................................................................25
Call Agent ........................................................................................... 26
Use the Supervisor Observe and Supervisor Headset Jack .... ...................26
Interflow ..............................................................................................27
Night Service ....................................................................................... 27
Observe ..............................................................................................28