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Nortel Networks SL-100 manual Introduction to your M3905 Call Center Telephone

Models: SL-100

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Introduction to your M3905 Call Center Telephone

Introduction to your M3905 Call Center Telephone

Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required.

The Meridian SL-100 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

One of the codes provided by your system administrator is the Feature Access Code (FAC) which you need in order to use some features. For other features, you may need a feature key.

In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms for the M3905 Call Center telephone.

Additional hardware options are available to expand the capabilities of the M3905 Call Center Telephone. See “Accessories for the M3905” on page 97.

M3905 Call Center Telephone

LCD Display

Goodbye

Hold

LED

Supervisor

Observe Key

Volume Control Bar

LED

Headset

Mute

Supervisor

Quit

Emergency

Message Waiting Light/

Incoming Call Indicator

Programmable Line/ Feature Keys (self-labeled)

Date/Time Display

Context Sensitive Soft Keys (self-labeled)

Fixed Feature Keys

In-Calls

Copy

Make Busy

Navigation Keys

Not Ready

553-9043

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Nortel Networks SL-100 manual Introduction to your M3905 Call Center Telephone

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 TelephoneOptional accessories M3905 Call Center FeaturesAvailable 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-labeledCall Processing Keys Context Sensitive Soft Keys self-labeledApps X2498Fixed Keys Mute Key Volume Control BarHeadset Key Emergency Key Not Ready Key DsplyQueue Application KeysPrimary Directory Number Individual Directory NumberMessage Key Your telephone display information M3905 Call Center Meridian Digital TelephoneM3905 Display Aug 20 548 POptions List OptionsSelect Change a Feature Key label Select a languageSelect AutoDial Select Purchasing Adjust Screen contrast Adjust volumeLower Higher Choose Ring type Select Call Log optionsPlay Select Live dial pad Area code set upPreferred name match OffDate/time format Call timerKey click Key to turn on Key click, or pressHeadset port on call Headset typeHeadset port external alerter Display diagnosticsSwitching between the handset and the headset Call Center headset interfaceFreeing your hands while on the job Call Center agent/supervisor features Agent LoginAgent Login Enhancement Agent Logout Activity Code Fixed Key to activate Line-of-Business code Agent featuresAnswer Call Center Calls LOBCodeMultistage Queue Status Key/Lamp Call ForcingDisplay Que Display Queue Threshold Msqs enhancement for agents5551234 T2 Callq Forward Callers Redial CallqMake Busy Emergency KeyNot Ready Key Answer or Make Non-ACD Calls Contact your supervisor2498 Walkaway and Return from Walkaway Transfer to InCalls Key Call Center supervisor features Agent KeysAnswer Agent Call Agent Answer EmergencyUse Supervisor Observe and the Supervisor Headset Jack Agent1Controlled Interflow Night ServiceConIntrFlw NightSvcAgent1 or Observe AgentDisplayAgt Display Agent StatusDsply Queue Display Queue StatusMake a Call Your telephone non-ACD call featuresAuto Dial Predial feature2637 2498 PurchasingRedial Last Number Called Activate Ring AgainRingAgn RngCall Speed CallCanclRA SpcCtrlDone System Speed Call Network Speed CallSpcCtrl SpcUsr 2498 SSCuser SScCtlrIntercom Call Group Intercom All CallGpintercom Intercom Intercom Call on a Predesignated SetIndividual Page from Group Intercom Answer a CallCall Forward While you are away from your deskForward Done CheckFw DoneCanclFw CheckFwCall Forward Remote Activation Place a call on Hold While on an active callTransfer a Call TransSwap Connect Blind Transfer Recall2498 Trans Call ParkPark DirectPark2498 DirectPark Inspect Key Charge a Call or Charge a Forced CallInspect Trace a Malicious CallMALCSHold 2498 MALCSHold key TransAnswer Call Pickup Incoming callsPickup DNPickupCall Wait Call WaitingSet up a conference call Talk with more than one personConf Swap Connect Preset Conference Call Join2270 Use Privacy Release Call featuresPaging PrivRlsBusy Override Make an Announcement over the CallExeBusyOvd Use Station Camp-on Anonymous Caller Rejection Acrj Class features on IVD setsAutomatic Callback ACB 2698Automatic Recall AR Customer Originated Trace COT 2698 CustOrigTr Calling Name/Number Delivery Blocking CnnbSelective Call Forward SCF Dir/Log Directory display and navigationCallers Redial Directory password protectionDone EnterPassword enabled on Call Log Access and use the Callers ListSelect New Old CallersDial Access and use the Redial ListRedial Use the Personal Directory Access the Personal DirectoryAdd a Personal Directory entry AddNewÀààà Next Done ÀààDir/Log Next Clear Done Add an incoming callDelete or edit a Personal Directory entry Add an outgoing callNext Done DeleteYes Delete your Personal DirectoryEdit Next Done DelList Yes NoUse Card View Use the Personal Directory to make a callSearch for an entry Dir/Log Next Copy a number from the Redial ListCorporate Directory AppsSelect Done NewFind Resume Dirctry Accessories for the M3905 Display-based Access Expansion Module DBA Key-based Access Expansion Module KBAAnalog Terminal Adapter ATA External Alerter and Recorder InterfaceFeature Key chart 100 101 102 Acrj Meridian SL-100 Feature Access Codes FAC104 105 Key 24 107 Index 108 Page Internal Manufacturing part number P0943524 Issue