Nortel M3905 User Manual
Meridian Digital
Telephones
Nortel Knowledge Network
M3905 Call Center
User Guide
Enterprise Voice Solutions Customer Documentation
While you are away from your desk: Call Forward
38
Introduction to the M3905 Call Center telephone 9
M3905 Call Center telephone 9
M3905 Call Center telephone keys 10
Your Telephone’s Controls 11
Fixed and programmable telephone keys 11
Fixed Automatic Call Distribution (ACD) Feature Keys 13
Terms you should know 15
Directory Numbers 16
Primary Directory Number 16
Individual Directory Number 16
Your telephone’s display 17
M3905 Call Center telephone display 17
Options List 18
Contents
Select a language 19
Change a Feature Key label 19
Adjust Screen contrast 21
Adjust volume 21
Choose Ring type 22
Select Call Log options 22
Use Live dial pad 23
Select Preferred name match 23
Set up area code 23
Enable Call timer 24
Select Date/time format 24
Enable Key click 24
Headset type selection 25
Use Headset port on call 25
Activate Headset port external alerter 26
Display diagnostics 26
Call Center Agent/Supervisor Features 27
3
Contents
Headset interface 27
Agent login 27
Login with Agent ID and Multiple Queue Assignment (MQA) 28
Correct errors during the login procedure 29
Default login 30
Agent logout 30
Call Center Agent features 31
Use Activity Code 31
Answer Call Center calls 31
Call Forcing 32
Use the Emergency Key 33
Use Not Ready 33
Activate Make Set Busy 33
Answer or make non-ACD calls 34
Contact your supervisor 34
Use Walkaway and Return from Walkaway 35
Call Center Supervisor features 37
Agent Keys 37
Answer Agent 37
Answer Emergency 37
Call Agent 38
Use the Supervisor Observe and Supervisor Headset Jack 38
Observe Agent 39
Interflow 39
Night Service 40
Viewing queue status 41
The ACD Calls Waiting status indicator 41
Display Queue 42
Display agent status 43
Your telephone’s non-ACD call features 44
Make a call 44
Use the Predial feature 44
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Auto Dial 45
Ring Again 46
Redial last number called 46
Use Speed Call 47
Make a System Speed Call 48
Use Hot Line 48
Make an Intercom call 49
Answer a call 50
While on an active call 51
Place a call on Hold 51
Transfer a call 51
Use Timed Reminder Recall 52
Use Attendant Recall 53
Use Call Park 53
Calling Party Number/Charge Account 55
Display incoming calls 56
Trace a Malicious call 56
Contents
Incoming calls 57
Activate Automatic Answerback 57
Activate Call Pickup 58
Use Call Waiting 59
While you are away from your desk 60
Forward calls 60
Forward internal calls only 61
Use Remote Call Forward 62
Secure your telephone 64
Talk with more than one person 65
Set up a Conference call 65
Join a call 66
Selectable Conferee Display and Disconnect 67
Use Group Call 68
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Contents
Additional Call Features 70
Use the buzz signal 70
Call Page to make an announcement 70
Charge or Force Charge a call 71
Enhanced Override Feature 73
Forced Camp-on 74
Override Feature 75
Privacy Release Feature 75
Radio Paging 76
Voice Call 78
Use the Voice Messaging control screens 78
Directory display and navigation 80
Access your Callers List, Redial List, or Personal Directory 80
Directory password protection 81
Call Log 84
Access and use the Callers List 84
Access and use the Redial List 85
Use the Personal Directory 87
Access the Personal Directory 87
Add a Personal Directory entry 87
Add an incoming call 89
Add an outgoing call 90
Delete or edit a Personal Directory entry 91
Delete your Personal Directory 92
Use the Personal Directory to make a call 92
Use Card View 93
Search for an entry 94
Copy a number from the Redial List 94
Set-to-Set Messaging 96
Corporate Directory 99
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Accessories for the M3905 Call Center telephone 102
Accessory Connection Module (ACM) 102
Additional Key Caps 102
Analog Terminal Adapter (ATA) 102
Computer Telephony Integration Adapter (CTIA) 102
Display-based Expansion Module 102
External Alerter and Recorder Interface 102
Handset 103
Headsets 103
Key-based Expansion Module 103
Personal Directory PC Utility 103
Flexible Feature Codes (FFCs) 104
Contents
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Contents
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Introduction to the M3905 Call Center telephone
Introduction to the M3905 Call Center telephone
Your M3905 Call Center telephone provides easy access to a wide range of
business features.
Your network administrator assigns features to your feature keys and provides you
with passwords and other codes as required.
The Meridian 1 system automatically controls incoming call routing to answering
positions, and can provide music or recorded announcements to waiting callers.
In this document, Call Center telephone and Automatic Call Distribution telephone
(ACD) are interchangeable terms for the M3905 Call Center telephone.
Optional accessories are available to expand the capabilities of the M3905 Call
Center Telephone. See “Accessories for the M3905 Call Center telephone” on
page 102 for more information.
M3905 Call Center telephone
LCD Display
Goodbye
Hold
Message Waiting Light
LED
Supervisor
Observe Key
Volume Control Bar
Headset
LED
Mute
Supervisor
Emergency
Quit
Navigation Keys
Not Ready
Programmable Line (DN)/
Feature Keys (self-labeled)
Context Sensitive
Soft Keys (self-labeled)
Fixed Feature Keys
In-Calls
Copy
Make Busy
553-9043C
9
Introduction to the M3905 Call Center telephone
M3905 Call Center telephone keys
The M3905 Call Center telephone features:
• Eight Programmable Line (DN)/Feature Keys (self-labeled), giving you
access to eight different lines (DNs) or features.
• Four Context Sensitive Soft Keys (self-labeled)
• Six Fixed Feature keys which may be configured to fit your business
needs (see note):
— Headset (with LED indicator)*
— In-Calls*
— Call Supervisor*
— Emergency*
—Not Ready*
—Make Set Busy*
Note: The Headset and In-Calls Keys are required. Your network administrator can
reconfigure the remaining four keys to any of the features listed above. Default keys are
indicated by an asterisk. Order the optional Key Cap Kit to obtain key caps for the
non-default features. See “Additional Key Caps” on page 102.
— Call Agent
— Observe Agent
— Answer Emergency
— Answer Agent
—Activity Code
— Display Queue
10
Your Telephone’s Controls
Fixed and programmable telephone keys
Use the Volume Con trol Bar to control the
volume of the handset, headset, speaker,
ringer, and handsfree. Increase the volume
by pressing the right side of the bar. Lower
it by pressing the left side.
Your Telephone’s Controls
Goodbye
Headset
2637
Hold
Mute
/
/
/
/
You can terminate an active call by
pressing the Goodbye Key. The Goodbye
Key is useful for disconnecting a handsfree
call.
Press the Headset Key to switch a call back
and forth between the optional handset
and the headset.
A steady LCD indicator appearing beside
a Programmable Line (DN)/Feature Key
means that the feature or line is active. A
flashing LCD indicator means the line is on
hold or the feature is being programmed.
By pressing the Hold Key, you can put an
active call on hold. Return to the caller by
pressing the DN Key beside the flashing
indicator.
The Mute Key allows you to listen to a
conversation without being heard. Push the
Mute Key again to return to a two way
conversation. The Mute Key applies to both
the headset and optional handset
microphones. The Mute LED flashes when
the Mute option is in use.
Copy
/
The Navigation Keys allow you to scroll
through Menus and lists on the display.
The Copy Key is reserved for future
applications.
11
Your Telephone’s Controls
2637
Quit
Options
Dir/Log
App's
The Quit Key ends an active application.
Pressing the Quit Key does not affect the
status of calls currently on your telephone.
Note: If you press the Quit Key before the
Done Key you exit without saving changes.
Press the Done Key to exit and save
changes.
The Options Key allows you to access and
modify telephone options. It is configured
as the top left programmable feature key
on the telephone.
The Directory/Log Key allows you to
access your Personal Directory (100
entries), Callers List (last 100 calls), and
Redial List (last 20 outgoing calls).
The Applications Key allows you to access
additional features that may be provided
by your network administrator.
The Individual (secondary) Line/Directory
Number (DN) Key(s) allow you to make
and receive non-ACD calls.
More...
Trans
Example:
CallWait
12
The More Key allows you to access
additional layers of Context Sensitive Soft
Keys.
Context Sensitive Soft Keys are configured
for various features on the M3905 Call
Center telephone. The Soft Keys are
located below the display area. These keys
have an LCD label above them that
changes based on available features or the
active application.
Programmable Line (DN)/Feature Keys
are located at the sides of the upper
display area. Once configured, these keys
provide one-touch feature activation. A
status icon indicates call or feature status.
Your Telephone’s Controls
Fixed Automatic Call Distribution (ACD) Feature Keys
The fixed feature keys on your M3905 Call Center telephone are labeled at the
factory. The default feature keys are: Headset, Call Supervisor, Emergency, Not
Ready, Make Busy, and In-Calls. The Headset and In-Calls keys can not be
reconfigured. The remaining four keys can be configured for any of the following
features: Activity, Answer Emergency, Answer Agent, Observe Agent, Display
Queue (waiting calls), or Call Agent.
In - Calls
Headset
/
/
The In-Calls Key provides easy access to
your Primary or ACD Directory Number of
the agent position. Press the In-Calls Key to
answer incoming ACD calls.
Press the Headset Key to switch back and
forth between using the headset and using
the optional handset. The headset indicator
is lit when the headset is active.
Note 1: Headsets vary in electrical,
physical, and audio characteristics.
Performance perception is subjective so
Nortel Networks recommends that you that
you try using the headset with each of the
three settings on both internal and external
calls. This will help you determine which
setting works best. As with all Meridian
Digital Telephones, both amplified and
unamplified headsets are supported.
Note 2: Use the Amplified Headset setting
if you are using an amplified headset.
Note 3: The handset is an optional
hardware item. If you order this option,
Nortel Networks recommends that it be
installed by your network administrator.
Supervisor
Emergency
/
/
The Supervisor Key is a direct line on the
agent telephone to the supervisor.
Press the Emergency Key to join the
supervisor into a call that you judge to be
an emergency situation.
13
Your Telephone’s Controls
Not Ready
Make Busy
Activity
Ans Emerg
Ans Agent
Obv Agent
/
/
/
/
/
/
Press the Not Ready Key to put the agent
position in a Not Ready state. The Not
Ready state takes the agent out of the ACD
queue without logging the agent out. The
Not Ready state allows the agent to
perform and record post call processing
duties connected to ACD calls.
Press the Make Busy Key to log out of the
ACD queue and agent position.
Press the Activity Key and enter the
appropriate activity code to record the
activity the agent is performing.
The Answer Emergency Key on the
Supervisor ACD telephone corresponds to
the agent emergency call key.
The Answer Agent Key on the Supervisor
ACD telephone corresponds directly to the
agent’s call supervisor key, this allows a
direct connection to the supervisor from an
agent position.
The Observe Agent Key (on the Supervisor
ACD telephone) allows the supervisor to
monitor the activity on the agents
telephone.
14
Dsply Queue
CallAgt
/
/
The Display Queue Key on the Supervisor
and Agent ACD telephone displays to the
agent or the supervisor information on the
number and waiting times of the calls in
the ACD queue.
The Call Agent Key on the Supervisor set
connects the supervisor to an agent
position.
The Supervisor Observe Key allows a
walk-around supervisor to plug a headset
into the headset jack at the side of the
agent’s telephone and monitor or join the
conversation between the agent and the
Call Center caller. The LED adjacent to this
key lights to indicate that the jack is in use.
Terms you should know
Terms you should know
Attendant — The attendant is a telephone operator in your organization.
Call party information—When your telephone rings, the display shows Call Party
Name Display (CPND) information. The system must have CPND enabled. The
display shows the phone number and name, if available, of the incoming call.
Context Sensitive Soft Keys — The four keys located directly below the display
are referred to as Context Sensitive Soft Keys. The label and function of each key
changes depending upon the available features or the active application.
Directory Number (DN) — The Directory Number is a number that consists of one
to seven digits for a telephone, also known as an extension number.
Fixed Keys—The Fixed Keys are the hard, factory labeled, keys on your
telephone.
Flexible Feature Codes (FFCs) —Flexible Feature Codes (FFCs) allow you to
access features for which you do not have a fixed or soft feature key. Flexible
Feature Codes are applicable to the Meridian 1 system only. For your
convenience, the FFCs for your system can be printed on a page located at the
back of this guide.
Indicator — An indicator is an LCD or LED that displays the current status of a
feature by its state; flashing, winking, steady on, or off.
Information screen—The Information screen displays call activity, lists, prompts,
and status of calls.
Interrupted dial tone—Interrupted dial tone is a broken or pulsed dial tone, heard
when you access some of the features on your telephone.
Meridian 1 — The Meridian 1 is your office communications system.
More... — The More Key allows access to the multiple layers of the Programmable
Feature Keys. These keys are the four keys located below the lower display area.
Off-hook — Off-hook is a term used to indicate that the telephone is active and
ready to make a call. On the M3905 you can go off-hook when you press your
Individual DN Key only. The M3905 does not go off-hook when you press the
In-Calls Key or your Primary (ACD) DN Key.
Paging tone— Paging tone is a special tone heard when using the Radio Paging
feature. You hear two beeps followed by a dial tone.
Primary Directory Number (PDN)— The Primary Directory Number is the main
extension number on your telephone. It is accessed using the Primary Directory
Number (PDN) Key. On the M3905 your Primary Directory Number and your
ACD Directory Number are the same. The In-Calls Key connects directly to the
PDN Key.
15
Directory Numbers
Private Line — A Private Line can be assigned to your telephone. With this line
you can reach an outside number without dialing a code to access an outside line.
Internal extensions cannot be dialed from a private line.
Ringback/ring tone— The Ringback/ring tone is the sound you hear when a call
you have made is ringing at its destination.
Shared Directory Numbers — A shared directory number is a DN (extension)
that is shared by two or more telephones. This is also known as a Multiple
Appearance DN (MADN).
Special dial tone— The special dial tone refers to three consecutive tones followed
by dial tone that you hear when accessing some of your telephone features.
Switchhook — The switchhook is the button the optional handset presses down,
disconnecting your call, when you replace the handset. When you lift the handset
on the M3905 you must press an Individual Line (DN) Key to receive dial tone.
Directory Numbers
Primary Directory Number
The lower right Programmable Line (DN)/Feature Key is the ACD Primary
Directory Number (DN) Key. The function of this key is identical to that of the
In-Calls Key.
Individual Directory Number
The Individual Directory Number (DN) is a secondary DN for the telephone. You
can make outgoing calls on this number and receive incoming calls. The
Individual line can be configured to have all the standard functions of a regular,
non-ACD, telephone line.
Note: You have only one Primary Directory Number assigned to your telephone.
You can have multiple Individual DNs assigned to your telephone.
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Your telephone’s display
Your tele phone’s display
This section summarizes the display features of the M3905. An example of an idle
display is shown in the following figure.
M3905 Call Center telephone display
The upper portion of the display on the M3905 gives line and feature status
information, the lower display area is a two line feature information display.
Line/Feature
Key Status
Date/time display
Call party info
Feature Status info
Options info
Directories info
Options
Dir/Log
App's
DisplayQue
NORTEL NETWORKS
Intercom
Display
AutoDial
2637
Aug 20 5:48 P
5 New callers
Forward
Quit Copy
Note: Refer to “Your Telephone’s Controls” on page 11 for information on the
specialized keys on your M3905 Call Center telephone.
CallersRedial
553-9091
17
Options List
Options List
The Options List allows you to customize certain characteristics of your phone.
Screen prompts take you step-by-step through procedures and keep you informed
on the status of the following settings: Language, Change feature key label,
Screen contrast, Volume adjustment, Ring type, Call log options, Preferred name
match, Area code set-up, Call timer enable, Date/time format, Key click enable,
Headset type, and Display diagnostics.
To change any option’s setting:
Options
Select
Done
Quit
or
Options
Note: If you press the Quit Key or Options Key before you press the Done Key,
you exit the Options List without saving your changes.
1. Press the Options Key.
2. Use the Navigation Keys to scroll up
or down through the options list.
3. Press the Select Key when the desired
option is highlighted.
4. Change the option’s settings. Refer to
the following pages for details. The
display also provides you with
information to adjust your selection.
5. Press the Done Key to save your
changes.
6. Press the Quit Key or Options Key to
exit.
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Options List
Select a language
The display is available in multiple languages. After you select Language. . . from
the Options List menu,
1. Use the Navigation Keys to highlight
the desired language (e.g., German).
Deutsch
Select
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
2. Press the Select Key.
Change a Feature Key label
You can change the name on the Programmable Line (DN)/Feature Keys
(self-labeled). These keys are located on both sides of the top portion of the
display area.
To change a Feature Key label:
1. Press the down Navigation Key once
to highlight Change feature key
label.
Change feature key label
Select
Select
2. Press the Select Key.
This action takes you to the Feature
Key menu and highlights Change
feature key label.
3. Press the Select Key again.
The prompt asks you to select the key
you want to change.
AutoDial
4. Press the Programmable Line/Feature
Key whose label you want to change,
(e.g., AutoDial).
5. Press the Dial Pad Key that is printed
with the first letter in your new label.
Press the key until the correct character
appears.
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Options List
Note: Use the Case Key to change the case of the letter, as needed.Press the Up
Navigation Key to access special characters you may want to include in the label.
Use the Navigation Keys to locate the character you want to include. Press the
Select Key to choose the highlighted character. Press the Return Key to return to
label entry without selecting a special character.
6. Press the right Navigation Key once to
move the cursor (so you can enter the
next letter) when the desired letter
appears.
7. Repeat steps 5 and 6 until you have
changed the entire label.
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Note: For a detailed example of using the dial pad to enter text into your M3905
Call Center telephone, please see “Add a Personal Directory entry” on page 87.
To restore key label(s):
1. From the Feature Key menu, use the
down Navigation Key to highlight
Restore all key labels or Restore
one key label.
Restore all key labels
Restore one key label
Select
Purchasing
Press the Done Key to return to the Options List menu. Press the Quit Key or
Options Key to exit.
Note: You cannot change the label on the primary DN. Press the Shift Key if the
label you want to change is on the second layer of Programmable Line/Feature
Keys (self-labeled).
20
2. Press the Select Key.
3. If you are restoring one key label,
press the Programmable Line
(DN)/Feature Key (self-labeled) that
you want to restore to the original
label (e.g., Purchasing).
Options List
Adjust Screen contrast
The Screen contrast option allows you to adjust the contrast of the display on your
telephone. After you select Screen contrast from the Options List menu;
Lower Higher
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
From the Contrast screen, press the
Lower Key to decrease the display
contrast level, or press the Higher Key
to increase the display contrast level.
Adjust volume
Use the Volume adjustment option to select a comfortable sound level for the
various audio signals.
Note: After you select Volume adjustment. . . from the Options List menu, a list
of adjustable items for your telephone model appears. It is recommended that you
adjust these parameters while you are on a telephone call so that you can judge
the impact of the changes your are making.
To adjust the Ringer volume:
Ringer
Lower Higher
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Use the procedure above to adjust the volume on the following items:
1. Select Ringer from the Volume menu.
2. Press the Lower Key to decrease the
ringer volume, or press the Higher Key
to increase the ringer volume.
Buzzer
Speaker
Handset listen
Headset listen
Headset talk
Headset sidetone
Note: Headset sidetone is the sound of
your own voice that you hear in the
headset speaker.
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Options List
Choose Ring type
The Ring type option allows you to choose from among the various ringing
sounds available for your telephone model. After you select Ring type. . . from
the Options List menu;
1. Use the Navigation Keys to scroll
through the list of ring types.
Ring type 3
Play
Select
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
2. Press the Play Key to sample a ring
tone.
3. Press the Select Key to activate the
desired ring type.
Select Call Log options
The Call Log options setting provides a choice of logging all incoming calls,
logging only the unanswered calls, or not logging any calls. The Call Log holds up
to 100 different incoming entries. After you select Call log options from the
Options List menu;
From the Log options menu, use the
Navigation Keys to highlight and
select either:
Log all calls
or
Log unanswered calls
Log all calls
or
Log unanswered calls
Note: New call indication must be set
to On, if you want Call Log notification.
Press the Done Key to save selection. Press the Quit Key or Options Key to exit.
22
Options List
Use Live dial pad
The Live dial pad option allows you to press any dial pad key to automatically
access a dial tone. After you select Live dial pad from the Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
From the Live dialpad screen, press the
On Key to turn on Live dial pad, or press
the Off Key to turn off Live dial pad.
Select Preferred name match
The Preferred name match option displays the names of incoming and outgoing
callers as stored in your Personal Directory, if the telephone number matches the
one stored in your directory. This option allows you to personalize the displayed
names for incoming and outgoing calls. After you select Preferred name match
from the Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Note: Preferred name match cannot support Dialed Number Identification
Services (DNIS) interworking unless the preferred name configured (within the set)
is less than or equal in length to the CPND/DNIS name configured on the Call
Server.
From the Name match screen, press
the On Key to turn on Preferred name
match, or press the Off Key to turn off
Preferred name match.
Set up area code
Using the Area code set-up option causes the Callers List and Calling Line ID
(CLID) display show the number/extension followed by the area code/prefix in
parenthesis. This makes it easier to identify local calls and internal calls. You can
define up to three codes. After you select Area code set-up from the Options List
menu
1st Code: 408
2nd Code:
3rd Code:
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Use the Navigation keys to place your
cursor in the first line and enter an
area/country code of your choice.
Note: You can enter up to three codes of
your choice.
23
Options List
Enable Call timer
The Call timer enable option measures how long you are on each call. After you
select Call timer enable from the Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
From the Call timer screen, press the
On Key to turn on the Call timer, or
press the Off Key to turn off the Call
timer.
Select Date/time format
There are eight Date/time formats. Four formats are based on the 12 hour clock
and four are based on the 24 hour clock. After you select Date/time format. . .
from the Options List menu;
Use the Navigation Keys to scroll
through the eight formats. The sample
formats appear on the upper right side
of the display area.
Format 3
Press the Done Key to select the highlighted format. Press the Quit Key or Options
Key to exit.
Enable Key click
The Key click option causes the handset or speaker to produce a clicking sound
when you press the telephone keys. After you select Key click enable from the
Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
24
From the Key click screen, press the
On Key to turn on Key click, or press
the Off Key to turn off Key click.
Options List
Headset type selection
The Headset type option allows you to select one of the three different headset
types: Type 1, Type 2, or Amplified. Select the setting that works best for the
headset that you are using. After you select Headset type from the Options List
menu;
From the Headset type menu, use the
Navigation Keys to highlight and
select either:
Headset Type 1
or
Headset Type 2
or
Amplified Headset
Press the Done Key to save selection. Press the Quit Key or Options Key to exit.
Type 1 headset
or
Type 2 headset
or
Amplified headset
Use Headset port on call
The Headset port on call option requires that a lamp-type accessory be connected
to the headset port. When the Headset port on call option is activated and the
user is on a call, the lamp lights providing an indication that a call is in progress.
After you select Headset port on call from the Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Note: Additional equipment is required to implement this option. For more
information please contact your Nortel Networks distributor.
From the On call screen, press the On
Key to turn on Headset port on call, or
press the Off Key to turn off Headset
port on call.
25
Options List
Activate Headset port external alerter
When the Headset port external alerter option is activated, it supports a visual or
audible alerter and/or recorder device. This device plugs into the Headset port,
which is located on the bottom of the telephone. After you select Headset port
ext alerter from the Options List menu;
On
Off
or
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Note: Additional equipment is required to implement this option. For more
information please contact your Nortel Networks distributor.
From the External alerter screen, press
the On Key to turn on Headset port
external alerter, or press the Off Key to
turn off Headset port external alerter.
Display diagnostics
The Display diagnostics option tests the functionality of your telephone’s display
screen and indicator lights. This option also provides information on the firmware
currently in use on your M3905 Call Center telephone. After you select Display
diagnostics from the Options List menu;
Use the up or down Navigation Key to
Press the Done Key to return to the Options List menu. Press the Quit Key or
Options Key to exit.
scroll through the list and view the
changing display screens.
26
Call Center Agent/Supervisor Features
Call Center Agent/Supervisor Features
This section describes features and procedures common to both the Call Center
Agent and the Call Center Supervisor.
Headset interface
The Headset Key is used to switch between the headset and the handset mode of
operation. If you do not have the optional handset installed, all calls will be
connected to your headset. The LED lights steadily to indicate you are in headset
mode. The headset LED is dark (unlit) if you are in handset mode.
If you have the handset option installed, press the Headset Key to enter handset
mode. The headset LED will go dark, and all calls will be presented to the handset.
Lift the handset and press a DN or In-Calls key to receive calls. To make outgoing
calls using your handset, lift the handset and press an individual DN Key to
receive dial tone. If you want to return to headset mode press the Headset Key.
The headset LED will light steadily, and all calls will be presented to the headset.
Note: Refer to your distributor for recommended headset types for use with the
M3905 Call Center telephone.
Test your headset with the telephone before using the telephone to receive calls. In
a noisy environment, an amplified headset is an option. Select Headset type in the
Options list and choose Type 1, Type 2, or Amplified. When an amplified headset
is used, there are two methods of volume control: the Volume Control Ba r on the
telephone and the volume control on the headset amplifier. You should adjust the
telephone volume before adjusting the headset volume. To provide the best
communication with the least amount of distortion, the headset volume control
should have a higher setting than the telephone volume control.
Agent login
In - Calls
In - Calls
Not Ready
/
/
or
/
1. Press the In-Calls Key.
2. Dial your Agent ID (if required).
3. Press either the In-Calls Key, or the Not
Ready Key to enter the ACD queue.
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Call Center Agent/Supervisor Features
Login with Agent ID and Multiple Queue Assignment (MQA)
The process of logging in using MQA consists of entering your four digit Agent ID
followed by a Supervisor ID (if your queue requires one) followed by up to five
ACD DNs and priority values (if priority values are being used) terminated by
££.
To choose the default Priority or Supervisor ID, enter £ instead of a Priority entry
or a Supervisor ID entry. The Priority or Supervisor configured for your set will be
used.
Note: A Supervisor who is logging in to accept ACD calls will not be able to
specify a Supervisor ID (even in the case where agents are required to enter
one).
To lo g in:
In - Calls
To login without Supervisor ID and
without Priority:
To login with Supervisor ID and
without Priority:
To login without Supervisor ID and
with Priority:
/
1. Press the In-Calls Key.
2. Select one of the following four login
options:
Dial your Agent ID £ ACD DN 1 £
ACD DN 2 £ ACD DN 3 £
ACD DN 4 £ ACD DN 5 £ £.
Dial your Agent ID £
Supervisor ID £ ACD DN 1 £
ACD DN 2 £ ACD DN 3 £
ACD DN 4 £ ACD DN 5 £ £.
Dial your Agent ID £ ACD DN 1 £
Priority 1 £ ACD DN 2 £
Priority 2 £ ACD DN 3 £
Priority 3 £ ACD DN 4 £
Priority 4 £ ACD DN 5 £
Priority 5 £ £.
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To login with Supervisor ID and with
Priority:
Call Center Agent/Supervisor Features
Dial your Agent ID £
Supervisor ID £ ACD DN 1 £
Priority 1 £ ACD DN 2 £
Priority 2 £ ACD DN 3 £
Priority 3 £ ACD DN 4 £
Priority 4 £ ACD DN 5 £
Priority 5 £ £.
In - Calls
Not Ready
/
or
/
3. Press either the In-Calls Key, or the Not
Ready Key to enter the ACD queue.
Correct errors during the login procedure
Dial ‚£ to correct the previous entry.
The Supervisor ID, ACD DNs, and
Priorities can be re-entered (see the
example below).
Example
To re-enter ACD DN 1 without using
Priority (press £ ‚ £ to correct
ACD DN 1):
Dial your Agent ID £ Supervisor ID £
ACD DN 1 £ ‚ £ ACD DN 1 £
ACD DN 2 £ ACD DN 3 £
ACD DN 4 £ ACD DN 5 £ £.
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Call Center Agent/Supervisor Features
Default login
If you normally use the same telephone, you need not repeat the entire login
process at the beginning of each shift. The default login places you in the same
ACD queues and the same supervisor that the set had in the previous login.
Default login:
In - Calls
Agent logout
Make Busy
/
/
1. Press the In-Calls Key.
2. Dial your Agent ID £££ (if your
queue requires a Supervisor ID) or
Dial your Agent ID ££ (if a
Supervisor ID is not required).
Note: If queues are retained from a prior
login by an Agent ID, each queue is
displayed for two seconds. Press In-Calls,
Not Ready, or Make Busy to cancel
display of Multiple Queues.
Press the Make Busy Key and disconnect
the headset. The LED indicator lights
steadily.
Note 1: If you press the Make Busy Key
again, the LED indicator will turn off. At this
point your telephone can accept non-ACD
calls, but you are logged out of the queue.
Note 2: If you press the Make Busy Key
while on an ACD call, you will be logged
out automatically when the call is finished.
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