Nortel M3905 Call Center Quick Reference Card
Introducing your Meridian M3905 Telephone
Programming your Meridian M3905 Telephone
Programmable Line/Feature Keys
(Self-labeled)
In-Calls
Message Waiting Light / Incoming Call Indicator
LCD Display
Programmable Line/Feature Keys
(Self-labeled)
Goodbye
Hold
Supervisor Observe
LED
Volume Control Bar
LEDs
Headset
Mute
*Supervisor
Quit
*Emergency
*Not Ready
Navigation Keys
*Make Busy
Copy
In-Calls
Fixed Feature Keys
Programmable Feature Keys (Self-labeled)
*
Note
: These keys can be re-configured to meet the user's needs.
You may purchase the optional Key Cap Package from your
Nortel Networks distributor.
Options List
Access the Options List
Options
Language
/
Change feature key label
/
Screen contrast
Lower or Higher Done
Volum e adj u s t ment
/
Ring type
/
Call timer enable
On or Off Done
Date/time format
/
Key click enable
On or Off Done
Headset type
/
Display diagnostics
/
Remarks
S
Enter or edit the key label (maximum of 10 characters).
Legend
Select Press the key corresponding to the listed action.
/
Quit
For additional information on the operation of your telephone, please
consult the Meridian Digital Telephones M3905 Call Center Telephone
User Guide.
/
Select Done
Select AutoDial
Select
Play S elect Don e
Done
Select Done
Quit
Press the Up or Down Navigation key.
Dial the number (see “Remarks” above).
Press the Quit key.
Select
Quit
Done
S
Quit
Lower or Higher Done
Quit
Quit
Quit
Quit
Quit
Quit
Quit
Issue 2.00P0906462 Standard
Meridian
Digital
Te l e p h o n e s
M3905 Call Center
Quick Reference Card
Telephone Features
Auto Dial
store AutoDial
use AutoDial
Last Number Redial
Hold
place a call on hold
return to a held call
Tra ns fe r Tr a n s
Conference Conf
Ring Again
activate More... RingAgn
when notified ˆRingAg
cancel ˆRingAg
Malicious Call Trace
with Call Trace key CallTrace
without Call Trace key Conf or Tr a n s
Call Forward
activate For war d
cancel ˆForwar
reinstate Forward ˆForwar
Call Center Agent Features
Activity Code
ACD calls
In-Calls indicator flashes
end an ACD call
Emergency
Not Ready
to perform post-call tasks
to receive ACD calls again
Non-ACD calls
to answer when ringing
to make a non-ACD call
Communicate with your supervisor
LED indicator flashes
on a call when LED indicator flashes
call your supervisor
return to ACD call
Conference with supervisor and ACD call
Transfer call to supervisor
G
or or
Walkaway and Return
or
I
I
on active ACD or non-ACD Call
AutoDial
A
in Not Ready mode
Return from Walkaway
J
Call Center Supervisor Features
Remarks (Continued)
F
Dial the code that corresponds to your current activity.
G
If Call Forcing is configured, the call is answered automatically.
H
Dial the number of the party that you wish to call.
I
Disconnect your headset.
J
Connect your headset, or press the Headset key to turn
off the LED if you are using the optional handset.
Answer Agent (when indicator flashes)
Answer Emergency (when indicator flashes
B
C
ˆTr ans
ˆConf
Call Agent
Interflow (when call queue exceeds threshold)
K
activate Interflow
deactivate Interflow
Night Service
( “N” for Night)
enter Night Service Night
transition to Night Service Night
exit Night Service Night
D
Observe
Observe agent
E
ˆForwar
talk to observed agent
fl
( “T” for Transition)
°
( “D” for Day)
‹
K
leave Observe mode
Display agent status DisplayAgt
Display queue DisplayQue
or
K
Dial the Agent’s Position ID.
L
Dial your Agent ID (if required).
M
Dial Agent ID
Dial Agent ID
N
Dial Agent ID £ ACD DN 1
O
Dial Agent ID £ Supervisor ID £ACD DN 1
P
Dial Agent ID £ACD DN 1£Priority for ACD DN 1
Note 2
(see
Q
Dial Agent ID £ Supervisor ID £ACD DN 1£Priority for ACD
DN 1
££
R
Dial
‚£
£££
££
.
)
(see
, if you make a mistake while logging in, to delete the
if your queue requires a Supervisor ID or
if no Supervisor ID is required.
Note 1
££
(see
.
)
££
Note 2
.
)
Supervisor ID, ACD DN, or Priority that you just entered
You may enter a list of up to five ACD DNs. Separate each ACD DN with a
Note 1:
Note 2:
. End the list with an extra £.
£
You may enter a list of up to five ACD DNs with a Priority for each DN.
Separate each ACD DN and each Priority with a £ (To use the default
Priority enter ££ after each ACD DN). End the list with an extra £.
Legend
(see
££
Note 1
.
)
Auto Dial Press the key corresponding to the listed feature.
F
or
Agent and Supervisor Features
Agent login
Login with Agent ID and Multiple Queue Assignment (select 1)
default login
no Supervisor ID or Priority
Supervisor ID, no Priority
no Supervisor ID with Priority
Supervisor ID with Priority
J
L
M
N
O
P
Q
or
or
or
or
or
or
or
Correct errors during the login procedure
to correct previous entry
H
Agent Logout
R
I
Remarks
A
Dial the number you wish to store on the Auto Dial key.
B
Dial the number to which you wish to Transfer the call.
C
Dial the number of the party that you wish to add to your call.
D
Dial the Malicious Call Trace Flexible Feature Code (FFC).
E
Dial the number to which you wish to Forward your calls.
fl
Dial the number (see “Remarks” above).
Press a non-ACD (not In-Calls) extension key.
Press the Hold key.
Press the feature key or extension key located beside
the flashing or solid indicator.
Press the Activity Code key.
Press the In-Calls key.
Press the Goodbye key.
Press the Not Ready key.
Press the Emergency Key.
Press the Call Supervisor/Answer Supervisor key.
Press the Answer Agent key.
Press the Answer Emergency key.
Press the Call Agent key.
Dial 6.
Press the Observe Agent key.
Press the Display Queue key.
Press the Make Busy key.
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