Nortel M3905 User Manual

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Meridian Digital Telephones

Nortel Knowledge Network

M3905 Call Center

User Guide

Enterprise Voice Solutions Customer Documentation

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While you are away from your desk: Call Forward

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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

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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

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

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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

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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.

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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

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.

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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.

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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.

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.

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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.

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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.

CallersRedial



553-9091

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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

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

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).

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).

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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

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

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

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.

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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;

Off

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;

Off

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.

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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;

Off

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;

Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit.

From the Key click screen, press the

On Key to turn on Key click, or press

the Off Key to turn off Key click.

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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

Headset Type 2

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;

Off

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.

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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;

Off

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.

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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

Not Ready

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

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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Call Center Agent features

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

Use Activity Code

This feature allows you to record the type of activity you are performing. On the Meridian 1, use the Activity Key and activity codes.The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls.

To capture activities:

Activity

1. Press the Activity Key.

2. Dial the Activity Code that corresponds to the activity being performed.

3. Press the Activity Key again.

If performing multiple tasks, repeat these steps.

Answer Call Center calls

The In-Calls Key is the lower right-hand key on your M3905 Call Center telephone. The In-Calls Key is your main ACD extension (Primary DN). The In-Calls Key allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Goodbye Key or press the In-Calls Key a second time.

To enable you to make outgoing calls and accept non-ACD calls, your network administrator must configure one or more non-ACD DNs (Individual DNs) to your M3905 telephone.

Note: If you have the handset option and you pickup the handset, you must also

press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.

Your phone rings and the In-Calls indicator flashes:

In - Calls

Press the In-Calls Key. The caller is connected and the indicator lights continuously.

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Call Center Agent features

To end an ACD call:

Goodbye

Press the Goodbye Key.

In - Calls

Press the In-Calls Key.

Replace the Handset to terminate a call.

Press an Individual Line Key (non-ACD). This will remove you from the queue.

Press the Not Ready Key. This will remove you from the queue but keep you logged in as an agent position.

Wait for the caller to terminate the call.

2637

Not Ready

Call Forcing

The Call Forcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key. When Call Forcing is on, you have a time interval between each incoming call that is defined by your network administrator. After the time interval is up, you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller.

In - Calls

You hear a short tone. The In-Calls indicator lights continuously and the ACD call automatically goes to your agent position.

Note: Pressing the In-Calls Key with Call Forcing (Auto Answer) on, disconnects an active ACD call.

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Use the Emergency Key

When you have an emergency situation:

Call Center Agent features

Emergency

Press the Emergency Key. The indicator flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference.

Note: The display shows information about the call. Before you press the Emergency Key, write down this information for future reference.

Use Not Ready

Use the Not Ready Key, when performing post-call work.

When you need time to catch up on post-call processing work:

Not Ready

When you are ready to take ACD calls again:

In - Calls

Not Ready

Press the Not Ready Key. This takes you out of the queue.

Press either the In-Calls Key, or the Not

Ready Key to enter the ACD queue.

Note: If you Press the In-Calls Key during an ACD call, the call is disconnected.

Activate Make Set Busy

Make Set Busy allows you to make your telephone appear busy to all callers.

To activate Make Set Busy:

Make Busy

To deactivate Make Set Busy:

Make Busy

Press the Make Busy Key or lift the handset and enter the Make Set Busy Activate FFC.

Press the Make Busy Key a second time, or lift the handset and enter the Make Set Busy Deactivate FFC.

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Call Center Agent features

Answer or make non-ACD calls

An Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If you do not have an active call when the LCD indicator flashes, you can press the corresponding Individual DN Key and answer the call.

To make a non-ACD call:

2637

To answer a non-ACD call:

2637

Contact your supervisor

To answer your supervisor when your phone rings and the Supervisor indicator flashes:

Supervisor

If you are on a call and hear a buzz and the Supervisor indicator flashes:

Hold

1. Press an Individual DN Key.

2. Dial the number you wish to call.

Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller.

Press the Supervisor Key.

1. Press the Hold Key.

Supervisor

To call your supervisor:

Supervisor

2. Press the Supervisor Key.

Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold.

Page 35

To return to the ACD call:

Call Center Agent features

In - Calls

To Conference your Supervisor during a call in progress:

Supervisor

To Transfer to a supervisor, during a call in progress:

Supervisor

Goodbye

/ /

Press the In-Calls Key.

1. Press the Supervisor Key. The caller is on hold and you can talk privately with your supervisor.

2. Press the Supervisor Key a second time to have a three-way conversation with the supervisor and the caller.

1. Press the Supervisor Key.

2. Press the Supervisor Key again when the supervisor answers.

3. Press the Goodbye Key to disconnect from the call. The caller remains connected with your supervisor.

Use Walkaway and Return from Walkaway

Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state.

To use the Walkaway feature:

Hold

1. Press the Hold Key. The LCD indicator beside the In-Calls extension flashes.

2. Disconnect the headset before you leave.

Note: Some headsets have a quick disconnect feature. You can do a quick disconnect instead of disconnecting the headset.

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Call Center Agent features

To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):

Not Ready

To return from Walkaway:

In - Calls

Not Ready

Hold

1. Press the Not Ready Key.

2. Press the Hold Key.

3. Disconnect the headset.

1. Connect the headset.

2. Press the key next to the flashing indicator.

Note 1: If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode.

Note 2: Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect for the handset.

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Call Center Supervisor features

In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's telephone (except Supervisor).

Agent Keys

Agent Keys allow you to connect, observe, or monitor the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys. The following table shows the meaning of LCD indicator associated with an Agent Key.

Indicator Agent Status

Off No agent logged in at this position. On Busy on an ACD call. Slow Flashing Waiting for an ACD call. Fast Flashing Busy on a non-ACD call.

Answer Agent

When your phone rings and the Answer Agent indicator flashes:

Ans Agent

To disconnect an agent call:

Goodbye

Answer Emergency

When your phone buzzes and the Answer Emergency indicator flashes:

Hold

Ans Emerg

Press the Answer Agent Key. Your position goes into Not Ready state and you are connected to the agent.

Press the Goodbye Key.

1. Press the Hold Key if you intend to return to the call in progress.

2. Press the Answer Emergency Key. Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call.

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Call Center Supervisor features

To disconnect from the emergency call:

Goodbye

Call Agent

To call an agent:

Press the Goodbye Key.

CallAgt

Agent1

To leave Call Agent state:

Goodbye

1. Press Call Agent Key, your position goes into the Not Ready state.

2. Press the Agent Key assigned to the agent or dial the agent's position ID.

Note: To talk to another agent repeat steps one and two or press the Agent Key for the next agent.

Press the Goodbye Key.

Use the Supervisor Observe and Supervisor Headset Jack

The Supervisor Observe Key is located in the upper left corner of the M3905 ACD telephone. It has an associated LED.

A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor Observe Key on an agent’s telephone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.

To use the Supervisor Observe feature:

To use the Supervisor Observe feature for a two way conversation:

Supervisor plugs the headset into the agent telephone.

While the headset is plugged in, press the

Supervisor Observe Key, the LED lights

continuously and the supervisor can participate in the conversation.

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To mute the Supervisor headset:

Observe Agent

To observe an agent:

Call Center Supervisor features

Press the Supervisor Observe Key a second time and the to put the supervisor headset on mute. The LED turns off.

Obv Agent

Agent1

To talk to an agent you are observing:

CallAgt

To leave the Observe state:

Goodbye

Interflow

1. Press the Observe Agent Key. Your position goes into Not Ready state.

2. Press the Agent Key or dial the agent's position ID. You can listen to the agent and caller's conversation.

Note: To observe another agent, repeat step two.

1. While observing an agent. Press the

Call Agent Key. You now have a

conference with the agent and the caller.

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.

When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue.

The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.

To activate Interflow:

Interflow

Press the Interflow Key. The indicator flashes and excess calls are routed to the destination.

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Call Center Supervisor features

To stop Interflow:

Interflow

Night Service

To enter Night Service:

Night

To transition to Night Service:

Night

To exit Night Service:

Night

Press the Interflow Key again.

Press the Night Key and dial ﬂ (6=N for Night).

The indicator lights continuously. All calls in the queue and new calls receive Night Service.

Press the Night Key and dial ° (8=T for Transition).

The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.

Press the Night Key and dial ‹ (3=D for Day).

The indicator flashes. New calls enter the queue.

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Viewing queue status

The ACD Calls Waiting status indicator

The LCD indicator beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting LCD indicator.

Indicator Queue Status Meaning

Off Light There are few or no calls waiting. On Normal An acceptable number of calls are

waiting.

Slow Flashing Busy Calls are backing up in the queue.

Calls overflowing to this queue will not be accepted.

Fast Flashing Overloaded Too many calls are in the queue. New

calls are being overflowed to another queue.

Note: If your telephone is configured for the Display Queue feature, the LED/LCD indicator beside the feature key functions as a Calls Waiting status indicator.

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Viewing queue status

Display Queue

The Display Queue feature allows you to access the status of calls in an ACD queue. The information displayed includes: number of calls waiting in the queue, number of agent positions occupied for the queue, the length of time that the oldest call has waited in the queue, and the number of calls that have been overflowed into the queue.

To display information on your ACD queue:

DisplayQue

Dsply Queue

Calls waiting

WAITING MAND LWAIT TOFQ

Number of manned positions

Note 1: In an MQA environment, the display will scroll through the different queues at 2 second intervals. The queues are presented in the order in which they were entered at login.

Note 2: The Display Queue Key may be configured on your M3905 Call Center telephone as a Fixed Feature Key or as a Programmable Line (DN)/Feature Key.

13 9 0:20 0

Forward

Quit Copy

Callers Redial

Press the Display Queue Key.

Information on your current ACD queue appears on the display.

Calls time overflowed into this queue

Length of time first call has waited

553-9093

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Viewing queue status

Display agent status

The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys.

DisplayAgt

Positions busy on ACD calls

Positions waiting for ACD calls

Press the Display Agent Key. The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone.

ACD WAIT DN LOGOUT 23 2 0 0

Forward

Quit Copy

Callers Redial

Note 1: Agent positions in the Not Ready state will be counted as busy on either ACD calls or non-ACD calls, as specified by your system administrator.

Vacant agent positions

Positions busy on non-ACD calls

553-9096

Note 2: The Display Agent Summary Information is displayed for 12 seconds or until another feature Key is pressed.

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Your telephone’s non-ACD call features

This section describes non-ACD features commonly used for call processing. Your network administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you.

To access a feature, you press a Feature Key, or enter a Flexible Feature Code (FFC). Your network administrator supplies you with the Flexible Feature Codes for your system.

Note: In order to use a feature described in this section, your system software must support the feature and the feature must be assigned to your telephone. Check with your network administrator for more details.

Make a call

This section describes features that you can use when you make a call. There are several ways to make a call from your M3905 Call Center telephone. To make a call from your telephone, use the features described in this chapter.

To make a call:

2637

1. Press an Individual Line (DN) Key.

2. Dial the number.

Note: If you are on a call on your Individual Line (DN) and your telephone is not in Not Ready or Make Busy state, your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual Line (DN), you cannot put your ACD call on hold to answer the call on your Individual Line (DN).

Use the Predial feature

The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number.

To use Predial:

1. Dial the number.

Note 1: If you are calling an external or long distance number, be sure that the appropriate access codes are included.

Page 45

Make a call

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

2637

2. Press an Individual Line (DN) Key to receive dial tone.

The displayed predialed number is automatically dialed.

Note: You cannot use the Predial feature if the Live dial pad feature is active.

Auto Dial

Auto Dial lets you dedicate a feature key to a specific telephone number. When

the Auto Dial Key is pressed, the number is dialed automatically.

To us e Aut o Dia l:

2637

AutoDial

To display the Auto Dial number:

Display

AutoDial

1. Press an Individual Line (DN) Key.

2. Press the associated Auto Dial Key.

The number is dialed automatically.

1. Press the Display Key.

2. Press the configured Auto Dial Key.

The number appears on the display.

To store an Auto Dial number:

AutoDial

1. Press the Auto Dial Key, without lifting the handset.

2. Dial the number to be stored on the Auto Dial Key.

AutoDial

3. Press the Auto Dial Key again. The number is stored on the key.

Note: To change the key label “AutoDial”, select Change feature key label from the Options List menu. Please see “Change a Feature Key label” on page 19 for detailed instructions.

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Make a call

Ring Again

Use the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their telephone. The feature notifies you when to redial your party. The Ring Again feature automatically redials the number.

To use Ring Again:

1. Dial a number and receive a busy tone or no answer.

RingAgn

2. Press the Ring Again Key.

The screen displays Ring again is active.

To call a Ring Again party when you receive notification:

When the number you want to reach is available, or the person has re-used their set, you hear the Ring Again tone.

2637

1. Press an Individual Line (DN) Key.

RngCall

To cancel Ring Again before notification:

CanclRA

2. Press the Ring Call Key.

Press the Cancel Ring Again Key.

The screen displays Ring Again is cancelled.

Redial last number called

Last Number Redial allows you to automatically redial the last number you

dialed. This feature must be enabled by your network administrator.

To use Last Number Redial when using the handset:

2637

1. Press an Individual Line (DN) Key.

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Make a call

2637

2. Press the Individual Line (DN) Key

again.

The last number you dialed is automatically redialed.

Use Speed Call

The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. Contact your network administrator to determine the capacity of your Speed Call list.

A telephone designated as a Speed Call Controller can program or edit the Speed Call list. This feature must be enabled by your network administrator.

To store or change a Speed Call number:

SpcCtrl

1. Press the Speed Call Controller Key.

The screen displays Enter Code, then number.

2. Dial a one, two, or three digit code.

Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number.

Note: A dash is automatically inserted after the required number of digits have been entered.

Done

3. Dial the associated telephone number.

Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without storing a speed call number.

Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number.

Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string.

4. Press the Done Key to save the code

and number.

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Make a call

To make a Speed Call:

2637

1. Press an Individual Line (DN) Key.

SpcCtrl SpcUsr

2. Press the Speed Call Controller Key or the Speed Call User Key.

The screen displays Enter code.

3. Dial the Speed Call code assigned to the telephone number.

The number is automatically dialed.

Make a System Speed Call

System Speed Call allows you to make a call by dialing Speed Call codes which

may override your telephone’s class of service restrictions. The System Speed Call feature is set up on the system by your network administrator. It is a speed dial number that is common to many users, therefore it is set up on the system not on your individual telephone.

To make a System Speed Call:

2637

SScCtlr SScUser

1. Press an Individual Line (DN) Key.

2. Press the System Speed Call

Controller key or the System Speed Call User Key, or enter the System

Speed Call User FFC.

3. Dial the Speed Call code assigned to the telephone number.

The number is automatically dialed.

Use Hot Line

The network administrator can program a Hot Line Key that allows you to dial a specific number automatically. The network administrator can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is answered by a person and not by a voice mail box.

Page 49

To use Hot Line:

Make a call

Hotline

Press the Hot Line Key.

The Hot Line Key automatically dials the number.

Note: If your main DN is a Hot Line, lift the handset. The Hot Line dials the number automatically.

Make an Intercom call

The Intercom feature connects a group of people together through an Intercom Key. You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group. The intercom group must be set up by your network administrator.

To ma k e an I nte rco m cal l:

2637

Intercom

1. Press an Individual Line (DN) Key.

2. Press the Intercom Key.

3. Dial the one or two digit code for the

intercom group member you wish to call.

To answer an Intercom call while on a line other than your Intercom group line:

Hold

Goodbye

Intercom

1. Press the Hold Key to put the current

call on hold.

Press the Goodbye Key to end the call.

2. Press the Intercom Key and begin to

speak.

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Answer a call

When you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicator flashes.

To answer a call:

2637

Note: If you have the handset option and you pick up the handset, you must also

press the Individual Line (DN) Key, otherwise the handset is not operable. However, you may terminate a call by replacing the handset in the cradle.

Press the Individual Line (DN) Key beside the flashing LCD indicator.

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While on an active call

This section describes features that you can use while on an active call on an Individual Line (DN).

Place a call on Hold

Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN). You can answer the second call and retain the original call by putting it on Hold.

To place a call on Hold:

Press the Hold Key. The LCD indicator

Hold

flashes beside the line on hold.

Note 1: If the Automatic Hold feature is configured for your Meridian 1, the active call is automatically put on Hold when you answer the second call.

Note 2: The caller hears music while on hold, if the Music on Hold feature is configured for your system.

To retrieve a call on hold:

2637

Press the Individual Line (DN) Key beside the flashing LCD indicator.

Transfer a call

Use the Transfer feature to redirect a call to a third party.

To use the Transfer feature:

Trans

1. Press the Transfer Key.

The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number.

2. Dial the number of the telephone

where the call is to be transferred.

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While on an active call

Swap

Connect

To go back to the original call if the transfer is incomplete:

Goodbye

2637

3. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to complete the transfer.

The two callers are connected and your telephone is ready to make or receive new calls.

1. Press the Goodbye Key.

2. Press the Individual Line (DN) Key with the flashing icon to return to your original call

Use Timed Reminder Recall

Timed Reminder Recall gives you a reminder tone when a call you transferred is

not answered.

To use Timed Reminder Recall:

Trans

1. Press the Transfer Key. The call is put on hold.

2. Dial the number where you want to transfer the call.

3. Press the Transfer Key again.

Note: If the transfer is complete, the recall timer stops.

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If the transferred call is not answered, your telephone rings:

While on an active call

2637

Trans

1. Press the Individual Line (DN) Key

beside the flashing LCD indicator.

2. Press the Transfer Key and repeat the

transfer (to a different DN).

Note: If you transfer a call to a person and they pick up the line while you are still on the line, press the Goodbye Key to complete the transfer. Check with your network administrator to determine the time interval of your recall timer.

Use Attendant Recall

The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant.

To contact the attendant while on a call:

AttRecall

Goodbye

1. Press the Attendant Recall Key

while on a call.

Stay on the line until the attendant answers.

2. Press the Goodbye Key.

The caller remains connected to the attendant.

Use Call Park

The Call Park feature allows a call to be held temporarily and to be retrieved from any telephone. You can park an incoming call and page the called party. When you use Call Park, you do not tie up a line. Your network administrator can set up a System Park where most calls are automatically parked.

If configured network-wide, Call Park can be used across networks.

To park a call on a System Park DN:

Park

1. Press the Park Key.

The screen displays a System Park DN and asks for confirmation.

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While on an active call

To park a call on a DN other than the System Park DN:

Park

To retrieve a parked call:

2. Press the OK Key. The call parks on the System Park DN.

1. Press the Park Key.

The screen displays Press OK to park call on 2190 (Where 2190 represents the default System Park DN).

2. Dial the DN where you want to park the call.

When you begin dialing, the screen displays Enter digits, then park. When you have completed dialing the call park DN, the screen displays Press OK to park call.

3. Press the OK Key.

The call parks on the selected DN.

2637

1. Press an Individual Line (DN) Key.

2. Dial the DN where you parked the call.

Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your network administrator to determine your specified period of time.

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While on an active call

Calling Party Number/Charge Account

The Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an established call.

To record the calling party number or charge account number:

Charge

1. Press the Charge Key. The screen

displays Select Charge type.

Account

CParty

2. Press the Account Key. The screen

displays Enter account number.

Press the Calling Party Number Key. The screen displays Enter Calling party number.

3. Dial the charge account number or

calling party number. Use the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

4. Press the OK Key. You return to your

call.

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While on an active call

Display incoming calls

The Display Key allows you to be on an active call and display an incoming caller’s name and/or number, if not automatically displayed, without interfering with the call in progress.

To view the name of a second caller while on a call in progress:

Display

2498

1. Press the Display Key.

2. Press the flashing Individual Line (DN) Key. The call waiting information appears on the display.

Note 1: Use of the Display Key does not interfere with the call in progress.

Note 2: You can use the Display Key in combination with other feature keys to display information associated with the feature.

Trace a Malicious call

Malicious Call Trace provides a way for you to trace nuisance calls. The feature is

available for both internal and external calls. When the key is pressed, your Directory Number and the telephone number of the caller are recorded for access by your network administrator.

To use Call Trace while you are on a call:

CallTrace

To use Call Trace if you do not have a Call Trace Key:

Press the Call Trace Key.

Trans Conf

2498

1. Press the Transfer Key or the

Conference Key.

2. Dial the Malicious Call Trace FFC.

3. Press the Individual Line (DN) Key beside the flashing LCD indicator to return to the call.

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Incoming calls

This section describes features that you can use with incoming calls to an Individual Line (DN).

Activate Automatic Answerback

When Automatic Answerback is active, your set automatically answers in handsfree mode after one ring.

Note: When Automatic Answerback is active, calls do not forward to your voice

message service.

To use Automatic Answerback:

AutoAns

To deactivate Automatic Answerback:

AutoAns

Press the Automatic Answerback Key.

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Incoming calls

Activate Call Pickup

Call Pickup allows you to pick up a non-ACD call from any telephone in the same

Pickup Group or another Pickup Group.

To answer a call in your own Call Pickup Group:

2637

Pickup

To answer an incoming call in another Call Pickup Group:

2637

GrpPickup

To answer a call at a specific within your Pickup Group:

2637

1. Press an Individual Line (DN) Key.

2. Press the Pickup Key or enter the Pickup Ringing Number FFC.

1. Press an Individual Line (DN) Key.

2. Press the Group Pickup Key or enter the Pickup Group FFC.

3. Dial the Pickup Group number of the telephone that is ringing.

Note: The network administrator assigns the Pickup Group number.

1. Press an Individual Line (DN) Key.

DNPickup

2. Press the DN Pickup Key, or enter the Pickup Directory Number FFC.

Note: If the pickup DN is invalid, you receive an overflow burst tone, and the screen displays Release and try again. Press the Goodbye Key.

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Incoming calls

Use Call Waiting

Call Waiting puts your current non-ACD call on hold, while you answer an

incoming call. Example: The attendant routes an outside call to you while you are on an existing call. Call Waiting allows you to recognize the call and respond to it. This feature must be enabled by your network administrator.

To answer an incoming call while on another call:

1. Press the Hold Key when you hear the

Hold

tone.

The Call Waiting status icon appears in the display.

CallWait

To return to your first telephone call:

Hold

Goodbye

2637

If you do not have a Call Waiting Key:

Goodbye

2. Press the Call Wait Key to answer the

call.

1. Press the Hold Key, if you want to put

the second call on hold.

Press the Goodbye Key to end the second call.

2. Press the Individual Line (DN) Key

associated with the first call.

1. If you do not have a Call Waiting Key

and you hear the Call Waiting tone, press the Goodbye Key to end your current call.

2637

2. Press the Individual Line (DN) Key

beside the flashing LCD icon to answer the incoming call.

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While you are away from your desk

This section describes features that you may wish to use when you are away from your desk.

Forward calls

The Call Forward feature allows you to direct your calls to ring at another Line (DN). You cannot forward calls while your telephone is ringing.

To forward your calls:

Forward

Done

To view the number that your calls are being forwarded to:

CheckFw

Exit

1. Press the Forward Key.

The previously stored forward number appears, if one exists, and the screen displays Enter forward number.

2. If desired, enter a new number. The existing number is automatically deleted. If you make a mistake, use the

Delete Key to delete the previous

digit(s). Press Cancel to leave this screen without forwarding your telephone or changing the number.

3. Press the Done Key to activate Call Forward.

1. Press the Check Forward Key.

2. Press the Exit Key to return to the previous screen.

This action will leave Call Forward active.

Page 61

To cancel Call Forward:

While you are away from your desk

CheckFw

CanclFw

1. Press the Check Forward Key.

2. Press the Cancel Forward Key.

Forward internal calls only

Internal Call Forward allows only calls originating at internal DNs to ring at

another DN. Calls originating outside your Meridian 1 system will still ring at your telephone. You cannot forward calls while your telephone is ringing.

To forward your internal calls:

IntForward

Receiving a call:

1. Press the Internal Call Forward Key, or

lift the handset and enter the Internal Call Forward Activate FFC.

2. Dial the DN where you want to

forward your calls.

3. Press the Internal Call Forward Key.

To cancel Internal Call Forward:

IntForward

To reinstate Internal Call Forward to the same number:

IntForward

Press the Internal Call Forward Key, or lift the handset and enter the Internal Call Forward Deactivate FFC.

Press the Internal Call Forward Key twice.

Page 62

While you are away from your desk

Use Remote Call Forward

The Remote Call Forward feature allows you (from any telephone other than your own) to forward calls directed to your Individual Line (DN) to another telephone.

To activate Remote Call Forward:

1. Lift the handset on the remote telephone that you are using to forward your calls.

2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait for dial tone.

3. Dial the Remote Call Forward Activate FFC to activate the feature.

4. Dial your Station Control Password.

Note: Refer to “Secure your telephone” on page 64.

To cancel Remote Call Forward:

5. Dial your Individual Line (DN).

You get a dial tone before you dial your number.

6. Dial the number where you want to forward your calls. If you forward calls to an invalid number, you receive a fast busy tone.

7. Press the £ Key.

To forward calls to a previous call forward telephone number, skip step six above.

1. Lift the handset on the remote telephone that you are using to cancel forwarding of your calls.

Page 63

While you are away from your desk

2. If you call from a telephone outside the

system, first dial your Direct Inward System Access number and wait for dial tone.

3. Dial the Remote Call Forward

Deactivate FFC.

4. Dial your Station Control Password.

5. Dial your Individual Line (DN).

You get a dial tone before you dial your number.

6. Press the £ Key.

Page 64

Secure your telephone

You can lock your telephone with a password so that no one can make calls on your Individual Line (DN).

To lock your telephone:

2637

Goodbye

To unlock your telephone:

2637

Goodbye

1. Press an Individual Line (DN) Key.

2. Dial the Electronic Lock Activate FFC and your Station Control Password.

Note: If you perform this operation from someone else’s telephone, also dial your line (DN).

3. Press the Goodbye Key.

1. Press an Individual Line (DN) Key.

2. Dial the Electronic Lock Deactivate FFC and your Station Control Password.

Note: If you perform this operation from someone else’s telephone, also dial your line (DN).

3. Press the Goodbye Key.

To change your password (must be done from your telephone):

2637

Goodbye

1. Press an Individual Line (DN) Key.

2. Dial the Station Control Password Change FFC and your current password. Dial your new password twice (for verification).

3. Press the Goodbye Key.

Page 65

Talk with more than one person

This chapter describes features which allow you to talk with more than one person at the same time.

Set up a Conference call

You can set up a Conference call for up to six people (including yourself). Contact your network administrator to determine the maximum number of people your system allows on a conference call.

To set up a conference call:

Conf

Swap Connect

If the person you attempt to add to the conference is unavailable:

Goodbye

2637

1. Press the Conference Key while you

are on a call.

The other party is on hold and you receive dial tone. The screen displays Call on hold, dial number.

2. Dial the number of the person you

want to add to the conference.

3. Press the Swap Key to switch between

talking with the original caller and the new caller. Press the Connect Key to complete the conference. Everyone is able to join the conversation.

1. Press the Goodbye Key.

2. Press the Individual Line (DN) Key

beside the flashing LCD indicator to return to your original call

Page 66

Talk with more than one person

Join a call

The Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call. In order to use Call Join, your telephone must be configured with either a second line (DN) or a Call Waiting Key.

To connect a call on hold (on a different line) to your current call:

2637

Conf

Connect

1. Press the Conference Key.

2. Press the Key that has the caller you want to connect to your current call.

3. Press the Connect Key.

The person on hold joins your conversation.

Page 67

Talk with more than one person

Selectable Conferee Display and Disconnect

You can view the list of active conferees by using the Conferee Selectable Display Key and disconnect any party that has been added to the conference call.

To view active conferees:

ConfSelDsp

Goodbye

To disconnect a conferee:

ConfSelDsp

2637

1. While on a conference call, press the

Conferee Selectable Display Key. The

LCD indicator turns on. With each key press, the screen changes to show a different active conferee.

Note: This action has no effect on the displays of the other telephones involved in the conference.

2. Press the Goodbye Key. If configured,

the Conference Count Display returns. The LCD indicator turns off.

1. While on a conference call, press the

Conferee Selectable Display Key. The

LCD indicator turns on. Continue to press the key until the conferee you want to delete appears on the screen.

2. Press the Individual Line (DN) Key on

which the conference call is established. The selected conferee is disconnected from the call.

Goodbye

Note: If there are additional conferees to be disconnected, press the Conferee

Selectable Display Key until the conferee

that is to be disconnected is displayed on the screen.

3. Press the Goodbye Key. If configured

the Conference Count Display returns and is updated to reflect the revised total count of conferees. The LCD indicator tuns off.

Page 68

Talk with more than one person

Use Group Call

Group Call automatically calls members of a predefined group, one at a time,

until they have all answered. Ask your network administrator for details on how to create a conference call group.

To call group members:

2637

GroupCall

1. Press an Individual Line (DN) Key.

2. Press the Group Call Key or enter the Group Call FFC.

The feature automatically calls all group members. The icon flashes until all members answer.

Their phone numbers appear on the display as they answer. When the last person answers, the Group Call indicator lights steadily.

Note 1: When a person in your group is on a conference call or another group call, they are not connected to your group call.

Note 2: After all the people in the group have answered, only the person who made the group call can put the call on hold.

Page 69

To answer a Group Call:

Talk with more than one person

2637

To end a Group Call:

Goodbye

Press the Individual Line (DN) Key beside the flashing LCD indicator.

Note 1: If you are on a call and you receive three 10-second tones, this is the notification of a group call on your current extension.

Note 2: If you are on a call on another Individual Line (DN) on your telephone when a group call is made, you receive a long tone through the handset or headset.

Note 3: You do not receive notification of a group call if you are already on a conference call or another group call.

Press the Goodbye Key.

Note: When the person who made the group call disconnects, the call terminates for all members of the group. However, the members of the Group Call can disconnect from the call and not affect other members on the call.

Page 70

Additional Call Features

Use the buzz signal

Buzz allows one person, whose telephone is linked to another telephone, to signal

the other telephone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visitor, or a request.

To buzz the telephone linked to yours:

Buzz

Press the Buzz Key.

The telephone linked to yours, buzzes as long as you hold down the key.

Call Page to make an announcement

Call Page allows you to make an announcement over the paging system. To make

a page call, dial the paging trunk access code. Note: When the Page Key is used on an attendant console it overrides the

telephones; the telephones are disconnected and must re-access the paging trunk.

To connect to the paging system:

2637

To disconnect from the paging system:

1. Press an Individual Line (DN) Key.

2. Dial the paging trunk access code.

The connection to the paging system is complete.

3. Make your announcement.

Goodbye

Press the Goodbye Key.

Page 71

Additional Call Features

Charge or Force Charge a call

Call Charge allows you to charge a call to a specific account. Forced Charge Account allows you to charge long-distance calls from a telephone restricted to

local calls.

To charge or force charge a local or a long-distance call to an account before you dial:

2637

Account

To charge a call in progress:

Charge

1. Press an Individual Line (DN) Key.

2. Press the Account Key.

The screen displays Enter account number.

3. Dial the charge account number. Use

the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

4. Press the OK Key.

5. Dial the number.

1. Press the Charge Key.

The screen displays Select Charge

type.

Account

2. Press the Account Key.

The screen displays Enter account number.

3. Dial the charge account number. Use

the Clear Key or Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call.

Page 72

Additional Call Features

To charge a call to an account when you transfer a call:

Trans

Account

Connect

4. Press the OK Key. You return to your call.

1. Press the Transfer Key.

The call is placed on hold.

2. Press the Account Key.

3. Dial charge account number.

You receive dial tone.

4. Dial the number of the telephone where the call is to be transferred.

5. Press the Connect Key when you hear the telephone ring.

Note: You can use the Swap Key to talk privately to the person at the transfer number before you press the Connect Key.

To charge a call to an account when you add someone to a conference call:

Conf

Account

1. Press the Conference Key.

The call is placed on hold.

2. Press the Account Key.

3. Dial the charge account number.

You receive dial tone.

4. Dial the number of the person you want to add to the conference.

Page 73

Additional Call Features

Swap

Connect

5. Press the Swap Key to switch between

talking with the original caller and the new caller. Press the Connect Key to complete the conference.

Enhanced Override Feature

Enhanced Override allows you to override an active call after you have attempted

a Forced Camp-on. Use Enhanced Override when you make either a simple call or a consultation call (i.e., place a call on hold and call another party).

To use Enhanced Override:

1. Dial a telephone number and receive

a busy signal.

Override

2. Press the Override Key or enter the

Override FFC to initiate a Forced Camp-on.

If either of the persons on the call disconnects at this time, you receive an overflow (fast busy/engaged) signal.

3. Press the Override Key again or enter

the Override FFC again.

The other two persons on the call receive an override tone and a conference call is established between the three of you. If anyone disconnects, the other two persons will remain connected.

To end the connection:

Goodbye

Press the Goodbye Key.

Page 74

Additional Call Features

Forced Camp-on

Forced Camp-on allows your telephone to automatically ring another telephone

as soon as that telephone disconnects from its current call. Forced Camp-on allows you to camp-on both internal and external calls.

To use Forced Camp-on:

1. Dial a telephone number and receive a busy signal.

Override

To answer a camped-on call:

2637

2. Press the Override Key, or enter the Override FFC, to initiate a Forced Camp-on.

Note: The person you called hears a tone, and you hear ring/ringback signal or busy/engaged signal (depending on the options chosen). You are now camped-on to the number you dialed.

3. When the person you called finishes their call, your telephone automatically dials the number. Both your telephone and their telephone ring.

Press the Individual Line (DN) Key beside the flashing LCD indicator.

You are connected to the camped-on caller.

Note: Your telephone can be programmed for either Camp-on or Call Waiting, but not both.

Page 75

Additional Call Features

Override Feature

You c an Override a busy signal and interrupt another call.

To override a busy/engaged signal:

1. Dial a telephone number and receive

a busy signal.

Override

To end the connection:

Goodbye

2. Press the Override Key, or enter the

Override FFC.

The people on the call in progress receive a tone for approximately one second; the feature connects the three of you together. A short tone repeats every sixteen seconds.

Press the Goodbye Key.

Privacy Release Feature

Privacy Release allows one or more people who share your DN to join your call.

To use Privacy Release while on an established call:

PrivRls

Press the Privacy Release Key while you are on a call. Other persons can now join the call, if they press the shared Line (MADN) Key on their telephone.

Page 76

Additional Call Features

Radio Paging

Some telephone systems can have an on-site Radio Paging system. This system feature allows you to page a person and stay on the line until they answer. The paged person answers the call when they enter a special Paging “Meet - me” code from any telephone. This connects the person paged to the party who paged them.

To use Automatic Pre-selection (“Meet - me” page):

2637

1. Press an Individual Line (DN) Key.

2. Dial the Radio Paging FFC.

You receive paging dial tone.

3. Dial the number of the party you want to page.

You receive ringback/ring tone.

Note 1: The person you paged uses any telephone to enter a Radio Paging Answer code, plus their own DN. This action connects you and the person paged.

Note 2: If your call goes unanswered for a preset time period, you receive a continuous high pitched tone then silence. Press the Goodbye Key.

To use Automatic Post selection: The called party is either busy on the

telephone or away from the desk.

To page the called party there is no need to redial the number of the called party.

RadioPage

1. Press the Radio Page Key.

You receive special dial tone.

2. Dial the Radio Paging Access FFC.

You receive ringback/ring tone.

Page 77

Additional Call Features

Note 1: The person you have paged can proceed to any telephone, enter their Radio Paging Answer code plus their own DN. This action connects you and the person paged.

Note 2: You receive a fifteen second, high pitched tone, then silence if the party paged does not answer the call within a preset time period. When you receive this signal, replace the handset or press the Goodbye Key.

To use the Special Radio Paging features:

2637

If you carry a Radio Pager, you will receive a paging indication when another Meridian 1 telephone user access the Radio Paging system and dials your DN.

If the Radio Paging system is set up to function in “Meet - me” mode, you can use the following steps to answer the paging call from any Meridian 1 extension.

1. Press an Individual Line (DN) Key.

2. Dial the Radio Paging Answer FFC.

You receive paging tone.

3. Dial your own DN.

You are connected to the paging caller.

Note: If the paging caller has hung up you will receive a steady high-pitched tone.

Page 78

Additional Call Features

Voice Call

The Voice Call feature allows you to page another person or make an announcement through someone else’s telephone speaker.

To make a voice call:

2637

VoiceCall

Goodbye

To respond to a voice call:

1. Press an Individual Line (DN) Key.

2. Press the Voice Call Key.

3. Make your announcement.

4. Press the Goodbye Key.

Your telephone rings once and you hear the caller's voice through your speaker. Lift the handset.

Use the Voice Messaging control screens

The Voice Messaging control screens allow you to send commands while connected to your voice messaging system using the Soft Keys instead of the dial pad.

To use Voice Messaging controls:

2637

Message

1. Press an Individual Line (DN) Key.

2. Press the Message Key.

Vmsg

Play

3. Use the dial pad to log in to your voice mailbox.

4. Press the Voice Message Key.

5. Press the Play Key to play your first new message.

Note: Use the More. . . Key to view additional message options.

Page 79

Additional Call Features

Stop

Last

Nex

Delete

Skip->

Skip<-

6. Press the Stop Key to pause playback

of the message. Press Play to resume playback

Press the Last Key to go to the previous message. Press Play to playback the message or Press Last again to move to previous messages.

Press the Next Key to go to the next message. Press Play to playback the message or Press Next again to move to later messages.

Press the Delete Key to delete the current message.

Press the Skip Forward Key to advance three seconds in the current message.

Press the Skip Backward Key to rewind three seconds in the current message.

Quit

7. Press the Quit Key at any time to exit

your voice messaging system. Your telephone is now ready to make or receive new calls.

Page 80

Directory display and navigation

With the M3905’s display, you can view two lines of information. The figure below shows the status once you log into the directory.

01 Directories 

Personal Directory Call Log (Callers List) 

Select 

Quit Copy

553-9092

Access your Callers List, Redial List, or Personal Directory

To access the M3905 Directory/Log:

Dir/Log

Personal Directory

Call Log (Callers List)

Call Log (Redial List)

Select

1. Press the Directory/Log Key.

Note: When you press the Directory/Log Key, your Personal Directory is automatically selected. At this point, you may begin searching the directory using the telephone’s dial pad. See “Search for an entry” on page 94.

2. Use the Navigation Keys to highlight the Personal Directory or the Call Log that you want to view.

3. Press the Select Key.

Page 81

To access the M3905 Callers List or Redial List using a Context Sensitive Soft Key or a Programmable Feature Key:

Directory display and navigation

Callers

Redial

To exit the Directory/Log:

Quit

Dir/Log

Press the Callers Key to access the Callers List, or press the Redial Key to access the Redial List.

Press the Quit Key or the

Directory/Log Key to exit.

Directory password protection

You can password protect your Personal Directory, Callers List, and Redial list on the M3905. If password protection is activated, you will be asked to enter your password each time you press the Directory/Log Key.

To enable password protection:

Dir/Log

Password Administration

1. Press the Directory/Log Key.

2. From the Directories menu, use the

Navigation Keys to highlight

Password Administration.

Select

3. Press the Select Key. The Password

Administration menu appears with

Password enabled: OFF highlighted.

4. Press the Select Key again to select

Password enabled: OFF.

5. Press the On Key to enable password

protection.

6. Dial the password.

Page 82

Directory display and navigation

Enter

Done

Quit

Dir/Log

To disable Personal Directory password:

Dir/Log

7. Press the Enter Key.

8. Dial the password again to confirm your password.

9. Press the Enter Key.

10. Press the Done Key to save changes.

11. Press the Quit Key or the

Directory/Log Key to exit.

1. Press the Directory/Log Key.

Enter

Password Administration

Select

2. Dial the password.

3. Press the Enter Key.

4. Use the Navigation Keys to highlight Password Administration.

5. Press the Select Key.

The Password Administration menu appears with Password enabled: ON highlighted.

Page 83

Directory display and navigation

Select

Off

Done

Quit

Dir/Log

6. Press the Select Key again to select

Password enabled: ON.

7. Press the Off Key to disable password

protection.

8. Press the Done Key to save changes.

9. Press the Quit Key or the

Directory/Log Key to exit.

Page 84

Call Log

The Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to record all calls, record only the unanswered calls, or record no incoming calls.

The Callers List stores incoming calls, and the Redial List stores outgoing calls in order of date and time received/made. The oldest call is stored at the top of the list. The newest call is stored at the bottom of the list.

The M3905 Call Log list holds up to 100 entries for incoming and 20 entries for outgoing calls. The M3905 can copy a number from the Callers List or Redial List and store it in the Personal Directory.

Access and use the Callers List

To access the Callers List using the Directory/Log Key:

Dir/Log

Call Log (Callers List)

Select

New

Old

To access the Callers List using a Context Sensitive Soft Key or a Programmable Feature Key:

Callers

1. Press the Directory/Log Key.

2. Use the Navigation Keys to highlight Call Log (Callers List).

3. Press the Select Key.

4. Press the New Key to go to the top of the new calls list, or press the Old Key to go to the top of the old calls list.

Press the Callers Key.

You are presented with the first call in the new calls list.

Page 85

To make a call from the Callers List:

95551212

Call Log

1. Use the Navigation Keys to highlight

the number you want to call.

Note 1: If you are calling an external or long distance number, you will need to edit the number to add the access codes required by your system to make an external or long distance call.

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

Dial

2637

To exit the Callers List without making a call:

Quit

Dir/Log

2. Press the Dial Key to call the number

selected.

3. Press an Individual Line (DN) Key.

Your call is automatically dialed and you exit the Callers List.

Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.

Press the Quit Key or the

Directory/Log Key to exit.

Access and use the Redial List

The Redial List records your last 20 outgoing calls and can be password protected. On the M3905, you can copy these numbers to your Personal Directory.

To access the Redial List using the Directory/Log Key:

Dir/Log

1. Press the Directory/Log Key.

Page 86

Call Log

Call Log (Redial List)

2. Use the Navigation Keys to highlight

Call Log (Redial List).

Select

To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key:

Redial

To make a call from the Redial List:

95551212

Dial

2637

3. Press Select.

Press the Redial Key.

You are presented with the most recently dialed number.

1. Use the Navigation Keys to highlight the number you want to call.

Note: If you are calling an external or long distance number, be sure that the appropriate access codes are included.

2. Press the Dial Key.

3. Press an Individual Line (DN) Key.

Your call is automatically dialed and you exit the Redial List.

Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.

Page 87

Use the Personal Directory

The Personal Directory provides a personalized directory of names and telephone numbers. The Personal Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entries (an entry is one name and one telephone number). You can add a directory entry by copying the entry from your Callers List or Redial List. You can also add entries with the “AddNew” Key or by using the Personal Directory PC Utility application. The Personal Directory PC Utility uses an accessory cartridge to connect your PC and your M3905 telephone. You can create a directory on your Personal Computer and transfer it to your M3905 Call Center telephone.

Access the Personal Directory

Dir/Log

Select

Add a Personal Directory entry

After accessing your Personal Directory:

AddNew

1. Press the Directory/Log Key.

2. Press the Select Key in the Directories

menu to select Personal Directory.

1. Press the Add New Key.

2. Dial the new name.

Page 88

Use the Personal Directory

Example: To enter the name and telephone number for Chris:

1. Dial the name using the key pad.

Note: Press the Up Navigation Key to access special characters you may want to include in the name. 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 name entry without selecting a special character.

¤¤¤

›› ‡‡‡ ›››

‡‡‡‡

Done

Quit

Dir/Log

2. Press the dial pad key with the desired letter repeatedly until that letter appears on the display.

3. Press the right arrow key to go to the next letter.

Note: The cursor automatically advances to the next position, if a different-from-last key is pressed, or after a short pause.

4. Press the Next Key.

5. Use the dial pad to enter the telephone number associated with the name entered above.

Note 1: If you are adding an external or long distance number, be sure to include the access codes required by your system to make an external or long distance call.

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

6. When you have finished entering all of the digits, press the Done Key to save the changes.

7. Press the Quit Key or the

Directory/Log Key to exit.

Page 89

Add an incoming call

Use the Personal Directory

Copy

Dirctry

Clear

1. Press the Copy Key.

The displays shows the message Copy to.

2. Press the Directory Key.

3. Press Next to copy the incoming call

without editing the name. Edit the number, if required (see note for step 4) and go to step 5.

Press Clear to make changes to the name before saving. Add the name using the dial pad, Delete, and Case Keys as needed.

4. Press the Next Key. Make changes to

the telephone number if required

Note 1: If you are copying an external or long distance number, be sure to add the access codes required by your system to make an external or long distance call.

Done

Quit

Dir/Log

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

5. Press the Done Key to save the entry in

your directory.

6. Press the Quit Key or the

Directory/Log Key to exit.

Note: You can edit the name or number before or after you save to the directory.

Page 90

Use the Personal Directory

Add an outgoing call

Copy

Dirctry

Done

Quit

Dir/Log

1. After the person you called answers, press the Copy Key.

The displays shows Copy to.

2. Press the Directory Key.

3. Add the name, using the dial pad,

Delete, and Case Keys as needed.

4. Press the Next Key.

5. Press the Done Key to save the changes.

6. Press the Quit Key or the

Directory/Log Key to exit.

Note: You can edit the name or number before or after you save to the Directory.

Page 91

Delete or edit a Personal Directory entry

To delete a Personal Directory entry:

1. Use the Navigation Keys to highlight

the entry you want to edit or delete.

Use the Personal Directory

Delete

Yes

To edit a Personal Directory entry:

Edit

2. Press the Delete Key to delete the

currently highlighted entry in your Personal Directory.

3. Press the Yes Key to confirm the

deletion.

1. Press the Edit Key to change the

telephone number or name.

2. Use the Navigation Keys to highlight

the character you want to change.

3. Use the dial pad to enter the desired

changes. Refer to“Add a Personal Directory entry” on page 87 for an example of how to use the dial pad to enter names.

4. Press the Next Key. Edit the number if

necessary.

Done

Quit

Dir/Log

5. Press the Done Key to save the

changes.

6. Press the Quit Key or the

Directory/Log Key to exit.

Page 92

Use the Personal Directory

Delete your Personal Directory

To delete your Personal Directory:

1. Press the Delete List Key.

The display shows Delete all entries?.

2. Press the Yes Key if you want to delete all the entries in your Personal Directory, or press the No Key if you want to return to the top of the Personal Directory with no changes made.

3. Press the Quit Key or the

Directory/Log Key to exit.

Yes

DelList

Quit

Dir/Log

Use the Personal Directory to make a call

To use the Personal Directory to make a call:

1. Use the Navigation Keys to highlight the desired name or number.

Purchasing

Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

2637

Dial

2. Press the Dial Key.

3. Press an Individual Line (DN) Key to call the person whose name is highlighted.

Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.

Page 93

Use the Personal Directory

Use Card View

The Card View feature provides additional information about the Personal Directory entry.

To look at the Card View:

1. Use the Navigation Keys to highlight

the desired name.

Purchasing

2. Press the right Navigation Key.

To dial from the Card View:

1. Use the Navigation Keys to show the

name and number of the currently selected entry in the Card View.

Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

Dial

2637

To exit the Card View:

2. Press the Dial Key.

3. Press an Individual Line (DN) Key to

call the person whose name is highlighted.

Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.

Press the left Navigation Key to leave the Card View and return to the selected name.

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Use the Personal Directory

Search for an entry

You can search for a particular entry in your Personal Directory.

To search for an entry:

1. Use the Navigation Keys to highlight

Personal Directory

Personal Directory.

Select

2. You may press the Select Key or proceed directly to step 3.

3. Use the dial pad to enter the first letter of the name your are seeking. For example, press the ¤ key twice to go to the first entry that begins with the letter “B”.

Copy a number from the Redial List

You can copy a number from the Redial List to the Personal Directory.

To copy a number from the Redial List:

1. Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to your Personal

2498

Copy

Dirctry

Directory.

2. Press the Copy Key.

The displays shows Copy to.

3. Press the Directory Key.

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Use the Personal Directory

Clear

Done

4. Press Next to copy the incoming call

without editing the name. Edit the number, if required (see note for step 5), and go to step 6.

Press Clear to make changes to the name before saving. Add the name using the dial pad, Delete, and Case Keys as needed.

5. Press the Next Key. Make changes to

the telephone number, if required.

Note: If you are copying an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call.

6. Press the Done Key. The entry is saved

to your Personal Directory and you are returned to the Redial List.

Page 96

Set-to-Set Messaging

With the Set-to-Set Messaging application activated, an internal caller using an M3903, M3904, or M3905 receives a quick visual message, which you have

selected, whenever they dial your telephone number. The length of your message is limited to 24 characters. The message is entered through the dial pad keys using a process similar to the one used for entering names in the Personal Directory. Your network administrator may provide access to a list of up to ten messages which you may customize and select as your current set-to-set message. Only one message at a time may be customized and only one message can be stored in your telephone’s memory.

You can check your Call Log to determine whether or not a caller was sent the set-to-set message. A will appear beside the call log entry of the callers who

saw your message.

To access Set-to-Set Messaging:

App's

Set to Set Messaging

Select

To edit the currently stored message, or to create a new message:

Edit

1. Press the Applications Key.

2. From the Applications menu, use the

Navigation Keys to highlight Set to

Set Messaging.

3. Press the Select Key.

The Set-Set Msg screen appears indicating the status of the feature (on or off) and whether or not a message is stored (defined) in memory.

Note: If you have activated password protection on your Directory/Log, you will need to enter your password to continue.

1. Press the Edit Key.

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Set-to-Set Messaging

2. From the Edit Mode screen, use the

dial pad to enter a text message. Press

the Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Cancel Key to exit the screen without saving changes.

Note 1: Please refer to “Add a Personal Directory entry” on page 87 for detailed instructions on using your telephone’s dial pad to enter text.

Note 2: While in the Edit Mode screen, Press the Up Navigation Key to access special characters you may want to include in the name. 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 name entry without selecting a special character.

Done

To select a message provided by your network administrator:

Select

To customize a message provided by your network administrator:

Edit

3. Press the Done Key.

Your message is saved and you return to the Set-to-Set Message Screen.

1. From the Set-to-Set Message screen,

use the Navigation Keys to scroll through the list of available messages.

2. Press the Select Key to choose the

currently displayed message.

1. From the Set-to-Set Message screen,

use the Navigation Keys to scroll through the list of available messages.

2. Press the Edit Key to choose the

currently displayed message.

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Set-to-Set Messaging

3. From the Edit Mode screen, use the

dial pad to customize the message.

Press the Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Cancel Key to exit the screen without saving changes.

Note 1: Please refer to “Add a Personal Directory entry” on page 87 for detailed instructions on using your telephone’s dial pad to enter text.

Done

To activate or deactivate Set-to-Set Messaging and exit the application:

On Off

4. Press the Done Key. Your message is saved and you return

to the Set-Set Msg Screen.

Note: If you scroll to a different message in the Set-Set Msg screen, and press the

Select Key, your changes are erased.

1. Press the On Key/Off Key to toggle the Set-to-Set Messaging status between On and Off.

Note 1: If messages have not been provided by your network administrator and a message has not been defined, the

On or Off Keys will not appear. Use the Edit

Key to enter a message before activating Set-to-Set Messaging.

Page 99

Corporate Directory

Note 2: If messages have been provided by your network administrator, up and down arrows appear on the right side of the display. The On and Off Keys appear for the most recently selected message.

Quit

App's

2. Press the Quit Key or the Applications

Key to exit the Set-to-Set Messaging application.

Note: If you press the Quit Key or the

Applications Key before you press the Done Key, you exit the application without

saving your changes.

Corporate Directory

The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number. You may copy an entry from the Corporate Directory and paste it into your telephone’s Personal Directory for quick access.

To use the Corporate Directory application:

App's

1. Press the Applications Key.

Note: If, when you press the Applications Key, Corporate Directory is highlighted, you may proceed directly to step 4.

2. From the Applications menu, use the

Navigation Keys to highlight

Corporate Directory.

Corporate Directory

Select

3. You may press the Select Key or

proceed directly to step 4. The Corporate Directory Find screen

appears.

4. Use the dial pad to enter the name of

the person you want to call. Enter the last name first. Separate the last name and first name with a comma.

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Corporate Directory

Note 1: The comma is the first character on the ⁄

Key on your dial pad.

Note 2: You do not need to enter the entire name. When the Done Key is pressed, the application will highlight the first directory entry that matches the text that you entered.

Done

Dial

5. Press the Done Key.

The application highlights the first entry that matches the text you entered in step 4. If there is no match, the screen displays No matches found for . . . (the text that you entered).

6. Use the Navigation Keys to scroll through the directory.

Note: The entire directory is available. The “find” process determines which directory entry to select as your starting point.

7. If desired, use the Right Navigation Key to move from “list” view to “card” view. In card view, the telephone and department numbers for the entry are viewable. Use the Left Navigation Key to return to list view.

Note: While you are in card view, you may use the Up or Down Navigation Key to scroll through directory entries.

8. Press the Dial Key.

100

2637

9. Press an Individual Line (DN) Key to call the person whose name is highlighted.

Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key.

Nortel M3905 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Introduction to the M3905 Call Center telephone

M3905 Call Center telephone

M3905 Call Center telephone keys

Your Telephone’s Controls

Fixed and programmable telephone keys

Fixed Automatic Call Distribution (ACD) Feature Keys

Terms you should know

Directory Numbers

Primary Directory Number

Individual Directory Number

Your telephone’s display

M3905 Call Center telephone display

Options List

Select a language

Change a Feature Key label

Adjust Screen contrast

Adjust volume

Choose Ring type

Select Call Log options

Use Live dial pad

Select Preferred name match

Set up area code

Enable Call timer

Select Date/time format

Enable Key click

Headset type selection

Use Headset port on call

Activate Headset port external alerter

Display diagnostics

Call Center Agent/Supervisor Features

Headset interface

Agent login

Login with Agent ID and Multiple Queue Assignment (MQA)

Correct errors during the login procedure

Default login

Agent logout

Call Center Agent features

Use Activity Code

Answer Call Center calls

Call Forcing

Use the Emergency Key

Use Not Ready

Activate Make Set Busy

Answer or make non-ACD calls

Contact your supervisor

Use Walkaway and Return from Walkaway

Call Center Supervisor features

Agent Keys

Answer Agent

Answer Emergency

Call Agent

Use the Supervisor Observe and Supervisor Headset Jack

Observe Agent

Interflow

Night Service

Viewing queue status

The ACD Calls Waiting status indicator

Display Queue

Display agent status

Your telephone’s non-ACD call features

Make a call

Use the Predial feature

Auto Dial

Ring Again

Redial last number called

Use Speed Call

Make a System Speed Call

Use Hot Line

Make an Intercom call

Answer a call

While on an active call

Place a call on Hold

Transfer a call

Use Timed Reminder Recall

Use Attendant Recall

Use Call Park