Table of contents

Headset type 30

Headset port on call 30

Headset port external alerter 31

Display diagnostics 31

Call Center headset interface 32

Freeing your hands while on the job 32

Switching between the handset and the headset 32

Call Center agent/supervisor features 33

Agent Login 33

Agent Login Enhancement 33

Agent Logout 34

Agent features 35

Activity Code Fixed Key to activate Line-of-Business code 35 Answer Call Center Calls 35

Call Forcing 36

Multistage Queue Status Key/Lamp 36

Display Queue Threshold (MSQS enhancement for agents) 37 Emergency Key 39

Make Busy 39

Not Ready Key 40

Answer or Make Non-ACD Calls 41

Contact your supervisor 41

Walkaway and Return from Walkaway 42

Transfer to InCalls Key 43

Call Center supervisor features 44

Agent Keys 44

Answer Agent 44

Answer Emergency 45

Call Agent 45

Use Supervisor Observe and the Supervisor Headset Jack 45 Controlled Interflow 46

Night Service 46

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Nortel Networks SL-100 manual Call Center headset interface

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.