Agent features

Agent features

This section explains the features that are available to ACD agent positions.

Activity Code Fixed Key to activate Line-of-Business code

The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing.

The code is sent to a customer-premises downstream processor through the MIS interface. The ACD supervisor assigns the codes.

The Meridian SL-100 switch tracks items such as the number of specific types of calls, and the holding times for these calls. Use the Activity Code Fixed Key or the LOB Code Programmable Feature Key to activate the LOB code.

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1. While on an active ACD call, press the

 

 

Activity Key.

or

 

 

LOBCode

 

 

 

 

 

 

 

 

 

 

2. Dial the three-digit code which reflects the type of call you are handling. The digits are shown on the display as you enter them. If you make a mistake, press the Activity Key again and re-enter the correct digits.

Repeat steps 1 and 2 if doing multiple tasks. You can enter up to three activity codes per call.

Answer Call Center Calls

The In-CallsKey is the lower right-hand key on the ACD terminal set. The In-CallsKey is the main ACD extension (Primary DN). The In-CallsKey allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the In-CallsKey a second time.

To make outgoing calls and to accept non-ACD calls, the ACD user can have one or more non-ACD DNs (Individual DNs).

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Nortel Networks SL-100 Agent features, Activity Code Fixed Key to activate Line-of-Business code, Answer Call Center Calls
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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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