Observe Agent, Agent1 or | Nortel Networks SL-100 specification

Exit Night Service:

NightSvc

Call Center supervisor features

Service, or are handled in a way designed for your system.

Press the Night Service Key a second time.

The indicator goes off. New calls enter the queue.

Observe Agent

To observe an agent:

	/	1. Press the Observe Agent Key. The
	/	Observe Agent indicator goes on.
		Observe Agent indicator goes on.

Agent1 or

To talk to an agent you are observing, and participate in the conversation:

2.Press the Agent Key or dial the agent’s position InCalls number. You can listen to the agent and caller’s conversation.

Repeat this step to observe another agent.

Call Agent /

To leave the Observe state:

1.While observing an agent. Press the Call Agent Key. You now have a conference with the agent and the caller.

2.Press the Goodbye Key.

Note: You cannot observe an agent if the agent’s call is on hold or if no calls are in progress.

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Nortel Networks SL-100 manual Observe Agent, Agent1 or

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.

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 M3905 Call Center Telephone Introduction to your M3905 Call Center Telephone Optional accessories M3905 Call Center Features Available ACD Features on the M3905 Telephone Introduction to your M3905 Call Center Telephone Terms you should know Terms you should know Your telephone’s controls Programmable Line/Feature Keys self-labeled X2498 Context Sensitive Soft Keys self-labeledCall Processing Keys Apps Fixed Keys Mute Key Volume Control Bar Headset Key Emergency Key Not Ready Key DsplyQueue Application Keys Message Key Primary Directory NumberIndividual Directory Number Aug 20 548 P M3905 Call Center Meridian Digital TelephoneYour telephone display information M3905 Display Select Options ListOptions Select AutoDial Change a Feature Key labelSelect a language Select Purchasing Lower Higher Adjust Screen contrastAdjust volume Play Select Choose Ring typeSelect Call Log options Off Area code set upLive dial pad Preferred name match Key to turn on Key click, or press Call timerDate/time format Key click Headset port on call Headset type Headset port external alerter Display diagnostics Freeing your hands while on the job Switching between the handset and the headsetCall Center headset interface Agent Login Enhancement Call Center agent/supervisor featuresAgent Login Agent Logout LOBCode Agent featuresActivity Code Fixed Key to activate Line-of-Business code Answer Call Center Calls Multistage Queue Status Key/Lamp Call Forcing Display Que Display Queue Threshold Msqs enhancement for agents 5551234 T2 Callq Forward Callers Redial Callq Make Busy Emergency Key Not Ready Key 2498 Answer or Make Non-ACD CallsContact your supervisor Walkaway and Return from Walkaway Transfer to InCalls Key Answer Agent Call Center supervisor featuresAgent Keys Agent1 Answer EmergencyCall Agent Use Supervisor Observe and the Supervisor Headset Jack NightSvc Night ServiceControlled Interflow ConIntrFlw Agent1 or Observe Agent DisplayAgt Display Agent Status Dsply Queue Display Queue Status Make a Call Your telephone non-ACD call features 2498 Purchasing Predial featureAuto Dial 2637 RingAgn Redial Last Number CalledActivate Ring Again SpcCtrl Speed CallRngCall CanclRA 2498 SSCuser SScCtlr System Speed Call Network Speed CallDone SpcCtrl SpcUsr Gpintercom Intercom CallGroup Intercom All Call Intercom Intercom Call on a Predesignated Set Individual Page from Group Intercom Answer a Call CheckFw Done While you are away from your deskCall Forward Forward Done CanclFw CheckFw Call Forward Remote Activation Trans While on an active callPlace a call on Hold Transfer a Call Swap Connect Blind Transfer Recall DirectPark Call Park2498 Trans Park 2498 DirectPark Inspect Key Charge a Call or Charge a Forced Call MALCSHold key Trans Trace a Malicious CallInspect MALCSHold 2498 DNPickup Incoming callsAnswer Call Pickup Pickup Call Wait Call Waiting Conf Swap Connect Set up a conference callTalk with more than one person 2270 Preset ConferenceCall Join PrivRls Call featuresUse Privacy Release Paging ExeBusyOvd Busy OverrideMake an Announcement over the Call Use Station Camp-on 2698 Class features on IVD setsAnonymous Caller Rejection Acrj Automatic Callback ACB Automatic Recall AR Customer Originated Trace COT 2698 CustOrigTr Calling Name/Number Delivery Blocking Cnnb Selective Call Forward SCF Dir/Log Directory display and navigation Callers Redial Directory password protection Done Enter Password enabled on Callers Access and use the Callers ListCall Log Select New Old Dial Access and use the Redial List Redial AddNew Access the Personal DirectoryUse the Personal Directory Add a Personal Directory entry Àààà Next Done Ààà Dir/Log Next Clear Done Add an incoming call Delete Add an outgoing callDelete or edit a Personal Directory entry Next Done DelList Yes No Delete your Personal DirectoryYes Edit Next Done Use Card View Use the Personal Directory to make a call Search for an entry Dir/Log Next Copy a number from the Redial List Select Done Corporate DirectoryApps NewFind Resume Dirctry Accessories for the M3905 External Alerter and Recorder Interface Key-based Access Expansion Module KBADisplay-based Access Expansion Module DBA Analog Terminal Adapter ATA Feature Key chart 100 101 102 Acrj Meridian SL-100 Feature Access Codes FAC 104 105 Key 24 107 Index 108 Page Internal Manufacturing part number P0943524 Issue