Nortel Networks M3905 User Manual

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Meridian Digital Telephones

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M3905 Call Center

Quick Reference Guide

Enterprise Voice Solutions Customer Documentation

While you are away from your desk: Call Forward

Introduction to the M3905 Call Center telephone 7

M3905 Call Center telephone ...............................................................7

M3905 Call Center telephone keys

Call Center Agent/Supervisor Features 9

Headset interface .................................................................................9

Agent login Login with Agent ID and Multiple Queue Assignment (MQA) Correct errors during the login procedure Default login

Agent logout ....................................................................................12

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Call Center Agent features 13

Use Activity Code ..............................................................................13

Answer Call Center calls Call Forcing Use the Emergency Key Activate Make Set Busy

Use Not Ready ..................................................................................16

Answer or make non-ACD calls Contact your supervisor Use Walkaway and Return from Walkaway

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Call Center Supervisor features 20

Agent Keys .......................................................................................20

Answer Agent ...................................................................................20

Answer Emergency Call Agent Use the Supervisor Observe and Supervisor Headset Jack Observe Agent Interflow Night Service

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Viewing queue status 24

The Meridian 1 ACD Calls Waiting status indicator .............................24

Display Queue on Meridian 1

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Contents

The Meridian SL-100 Multistage Queue Status indicator Display Queue Threshold on Meridian SL-100 Display agent status on the Meridian 1 Display agent status on the Meridian SL-100

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Your telephone’s non-ACD call features 30

Make a call ..........................................................................................30

Use the Predial feature Auto Dial Ring Again Redial last number called

Use Speed Call .....................................................................................33

Make a System Speed Call Answer a call Place a call on Hold Transfer a call

Trace a Malicious call ...........................................................................37

Forward calls Set up a Conference call

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Options List 40

Select a language .................................................................................41

Change a Feature Key label Adjust Screen contrast Adjust volume Choose Ring type

Select Call Log options ..........................................................................44

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

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Contents

Directory display and navigation 49

Access your Callers List, Redial List, or Personal Directory .......................49

Directory password protection .............................................................50

Call Log 52

Access and use the Callers List .............................................................52

Access and use the Redial List

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Use the Personal Directory 55

Access the Personal Directory ...............................................................55

Add a Personal Directory entry Add an incoming call Add an outgoing call Delete or edit a Personal Directory entry Delete your Personal Directory Use the Personal Directory to make a call

Use Card View ...................................................................................60

Search for an entry Copy a number from the Redial List

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Set-to-Set Messaging 63

Corporate Directory 66

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.

Meridian 1 and Meridian SL-100 systems automatically control 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.

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

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.

— Call Agent — Observe Agent — Answer Emergency — Answer Agent —Activity Code — Display Queue

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 B ar 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. Note: On the Meridian SL-100, press

Make Busy Key until the indicator turns on, then press the In-Calls Key.

2. Dial your Agent ID (if required).

3. You are automatically placed into Not Ready state. Press either the In-Calls Key, or the Not Ready Key to enter the ACD queue.

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 £ £.

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.

Note: The MQA feature is not available on the Meridian SL-100.

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 £ £.

Note: This feature is not available on the Meridian SL-100.

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 1: 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.

Note 2: This feature is not available on the Meridian SL-100.

Press the Make Busy Key and disconnect the headset. The LED indicator lights steadily.

Note 1: On the Meridian 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: On the Meridian SL-100, if you press the Make Busy Key again, the LED indicator will flash. At this point your telephone can accept non-ACD calls, but you are logged out of the queue.

Note 3: If you press the Make Busy Key while on an ACD call, you will be logged out automatically when the call is finished.

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. Use the

Activity Key to record Activity Codes on the Meridian 1 and LOB (Line of

Business) Codes on the Meridian SL-100. Both the Meridian 1 and the Meridian SL-100 track items such as the number of

specific types of calls and the holding times for these calls.

To capture activities on the Meridian 1:

Activity

To capture the type of ACD call on the Meridian SL-100:

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.

1. While on an active ACD call, press the

Activity Key.

2. Dial the LOB Code which reflects the type of call you are handling. The digits are shown on the display as you enter them. If you make a mistake, press the Activity Key again and re-enter the correct digits.

Repeat steps one and two for other applicable codes. You can enter up to three LOB codes per call.

Call Center Agent features

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

To end an ACD call:

Goodbye

In - Calls

2637

Not Ready

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

Press the Goodbye Key.

Press the In-Calls Key (Meridian 1 only).

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.

Call Center Agent features

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

Use the Emergency Key

When you have an emergency situation:

Emergency

Activate Make Set Busy

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.

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.

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.

Call Center Agent features

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 1: On the Meridian SL-100, you must press the Not Ready Key to begin receiving ACD calls.

Note 2: If you Press the In-Calls Key during an ACD call, the call is disconnected.

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:

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1. Press an Individual DN Key.

To answer a non-ACD call:

2637

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.

Contact your supervisor

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

Call Center Agent features

Supervisor

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

Supervisor

To call your supervisor:

Supervisor

To return to the ACD call:

In - Calls

To Conference your Supervisor during a call in progress:

Supervisor

Hold

/ /

Press the Supervisor Key.

1. Press the Hold Key.

2. Press the Supervisor Key.

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

Press the In-Calls Key.

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

Supervisor

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

Note: On the Meridian SL-100, press the Emergency Key to establish a three way call.

Call Center Agent features

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

Supervisor

Goodbye

/ /

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.

Note: On the Meridian SL-100, use the

Transfer Key to transfer the call to your

Supervisor’s DN. You cannot transfer a call using the Supervisor Key.

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

Note 2: On the Meridian SL-100, you do not need to disconnect the headset.

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

Call Center Agent features

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.

Note: On the Meridian SL-100, you need to enter a walkaway code.

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.

Note 3: On the Meridian SL-100, you are not required to disconnect the headset for walkaway.

Note 4: On the Meridian SL-100 a call on hold prevents you from activating the Not Ready Key. When you press the Not Ready Key, an active call is terminated unless your network administrator has enabled the Non-immediate Cut-off feature for your telephone.

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 the 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.

Note: On the Meridian SL-100, instead of a Fast Flashing Indicator, you will observe a Wink. This indicates that the Agent has entered Not Ready state.

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

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.

Call Center Supervisor features

Ans Emerg

To disconnect from the emergency call:

Goodbye

Call Agent

To call an agent:

CallAgt

Agent1

To leave Call Agent state:

Goodbye

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.

Press the Goodbye Key.

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:

Supervisor plugs the headset into the agent telephone.

Call Center Supervisor features

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

To mute the Supervisor headset:

Observe Agent

To observe an agent:

Obv Agent

While the headset is plugged in, press the

Supervisor Observe Key, the LED lights

continuously and the supervisor can participate in the conversation.

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

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

Agent1

To talk to an agent you are observing:

CallAgt

To leave the Observe state:

Goodbye

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.

Interflow

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:

Call Center Supervisor features

Interflow

To stop Interflow:

Interflow

Night Service

To enter Night Service:

Night

To transition to Night Service:

Night

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

Note: On the Meridian SL-100, this feature is known as Controlled Interflow. Use the

ConIntrFlw Key to activate this feature.

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.

Note: On the Meridian SL-100, press the Night Service Key. You do not dial six.

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.

Note: On the Meridian SL-100, press the Night Service Key. You do not dial eight.

To exit Night Service:

Night

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

The indicator flashes. New calls enter the queue.

Note: On the Meridian SL-100, press the Night Service Key. You do not dial three.

Viewing queue status

The Meridian 1 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.

Display Queue on Meridian 1

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

Press the Display Queue Key.

Information on your current ACD queue appears on the display.

Viewing queue status

Calls waiting

Number of manned positions

WAITING MAND LWAIT TOFQ 13 9 0:20 0

Forward

Quit Copy

Callers Redial

Calls time overflowed into this queue

Length of time first call has waited

553-9093

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.

The Meridian SL-100 Multistage Queue Status indicator

The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides a visual indicator of the number of calls in the ACD queue. Three thresholds, T1, T2, and T3 are created by your supervisor. The thresholds represent the number of calls in the queue or the wait time of the next call to be answered. You can activate the MSQS Key/Lamp feature by any of the following actions: you log in, and ACD call is presented to your position, or you activate the Not Ready feature. The following table lists the four states of the LCD indicator.

Indicator Queue Status

Off Less than or equal to T1 On Greater than T1 and less than T2 Flash Greater than T2 and less than T3 Wink Greater than T3

Viewing queue status

Display Queue Threshold on Meridian SL-100

On the Meridian SL-100, the Display Queue Threshold or Waiting Calls Key allows an ACD Agent or Supervisor to view the number of calls waiting in the queue, or how long the first call in the queue has been waiting.

To display the queue threshold for your Meridian SL-100 ACD group:

DisplayQue

Dsply Queue

Note 1: The labels T1, T2, and T3 represent the threshold wait time for the call at the front of the queue or the number of calls in the queue.

Note 2: The number below CALLQ indicates the number of calls in the queue. In some systems CALLQ is replaced by WAIT. WAIT indicates the actual waiting time, in seconds, for the first call in the queue.

T1 T2 T3 CALLQ 3

Forward

Quit Copy

Callers Redial

Press the Display Queue Key.

Information on your current ACD queue appears on the display as shown on the following page.

Number of calls in the queue

553-9094

In some systems, a summary of the queue threshold is shown on the display each time a call is presented to your position:

Viewing queue status

5551234 T2 CALLQ 026

Forward

Quit Copy

Callers Redial

Number of calls in the queue

553-9095

Note 1: The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold.

Note 2: In some systems, this information is also displayed when the Not Ready feature is in use. The information is updated regularly and is visible until you exit the Not Ready state.

Viewing queue status

Display agent status on the Meridian 1

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.

Viewing queue status

Display agent status on the Meridian SL-100

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

DisplayAgt

Agent positions not logged in

Agent positions available to receive 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.

NMD IDL NR SDN ACD 1 2 1 0 8

Forward

Quit Copy

Callers Redial

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

Agent positions on active ACD calls

Agent positions logged in but currently on non-ACD calls

Agent postions logged in but temporarily unable to receive calls

553-9096B

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) for the Meridian 1 or a Feature Access Code (FAC) for the Meridian SL-100. Your network administrator supplies you with the Flexible Feature Codes or Feature Access 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:

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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.

Your telephone’s non-ACD call features

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

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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 Di a l:

2637

AutoDial

To display the Auto Dial number:

Display

1. Press an Individual Line (DN) Key.

2. Press the associated Auto Dial Key.

The number is dialed automatically.

1. Press the Display Key.

Note: On the Meridian SL-100, press the

Inspect Key to display the number.

AutoDial

To store an Auto Dial number:

AutoDial

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 41 for detailed instructions.

2. Press the configured Auto Dial Key.

The number appears on the display.

1. Press the Auto Dial Key, without lifting

the handset.

2. Dial the number to be stored on the

Auto Dial Key.

3. Press the Auto Dial Key again. The

number is stored on the key.

Your telephone’s non-ACD call features

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.

Note: On the Meridian SL-100, Ring Again is available on busy tone only.

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.

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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.

Your telephone’s non-ACD call features

2637

2. Press the Individual Line (DN) Key

again.

The last number you dialed is automatically redialed.

Note: On Meridian SL-100, press the £ Key twice.

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.

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.

Your telephone’s non-ACD call features

Done

To make a Speed Call:

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4. Press the Done Key to save the code and number.

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:

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SpcCtrl SpcUsr

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.

Your telephone’s non-ACD call features

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:

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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.

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: On the Meridian SL-100 Automatic Hold is the default feature.

Note 3: The caller hears music while on hold, if the Music on Hold feature is configured for your system.

To retrieve a call on hold:

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

Your telephone’s non-ACD call features

Transfer a call

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

To use the Transfer feature:

Trans

Swap Connect

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

Goodbye

2637

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.

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

Your telephone’s non-ACD call features

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:

Trans Conf

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Press the Call Trace Key.

Note: On the Meridian SL-100, press the

MalcsHold (Malicious Call Hold) Key.

1. Press the Transfer Key or the

Conference Key.

Note: On the Meridian SL-100, press only the Transfer Key.

2. Dial the Malicious Call Trace FFC

(Meridian 1) or the Malicious Call Hold FAC (Meridian SL-100).

3. Press the Individual Line (DN) Key

beside the flashing LCD indicator to return to the call.

Note: On the Meridian SL-100, after dialing the Malicious Call Hold FAC, you are automatically reconnected to the calling party.

Your telephone’s non-ACD call features

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.

To cancel Call Forward:

CheckFw

CanclFw

This action will leave Call Forward active.

1. Press the Check Forward Key.

2. Press the Cancel Forward Key.

Your telephone’s non-ACD call features

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

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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

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.

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.

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 55.

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: The Primary DN key label, as well as other key labels, can be changed or restored.

2. Press the Select Key.

3. If you are restoring one key label, press the Programmable Line

(DN)/Feature Key (self-labeled) that

you want to restore to the original label (e.g., Purchasing).

Options List

Adjust Screen contrast

The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from the Options List menu;

Lower Higher

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.

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.

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 (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.

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.

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:

Type 1

Type 2

Amplified

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.

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.

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 61.

2. Use the Navigation Keys to highlight

the Personal Directory or the Call Log that you want to view.

3. Press the Select Key.

Directory display and navigation

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

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.

Directory display and navigation

6. Dial the password.

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.

Call Log

Select

Off

Done

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.

Quit

Dir/Log

9. Press the Quit Key or the

Directory/Log Key to exit.

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)

1. Press the Directory/Log Key.

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

Call Log

Select

New

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

To make a call from the Callers List:

95551212

Callers

Old

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.

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.

Dial

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To exit the Callers List without making a call:

Quit

Dir/Log

Note 2: Press the Pause Key to insert a

1.5 second pause in the dialing string.

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.

Call Log

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

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

1. Press the Directory/Log Key.

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

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.

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Dial

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.

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.

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.

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.

Use the Personal Directory

Add an outgoing call

Copy

Dirctry

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.

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.

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

Delete or edit a Personal Directory entry

To delete a Personal Directory entry:

Delete

Yes

1. Use the Navigation Keys to highlight the entry you want to edit or delete.

2. Press the Delete Key to delete the currently highlighted entry in your Personal Directory.

3. Press the Yes Key to confirm the deletion.

To edit a Personal Directory entry:

Use the Personal Directory

Edit

Done

Quit

Dir/Log

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 55 for an example of how to use the dial pad to enter names.

4. Press the Next Key. Edit the number if

necessary.

5. Press the Done Key to save the

changes.

6. Press the Quit Key or the

Directory/Log Key to exit.

Delete your Personal Directory

To delete your Personal Directory:

DelList

Yes

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.

Use the Personal Directory

Quit

Dir/Log

3. Press the Quit Key or the

Directory/Log Key to exit.

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

Dial

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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.

2. Press the Dial Key.

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

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

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:

Use the Personal Directory

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 highighted.

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.

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”.

Use the Personal Directory

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

Directory.

Copy

Dirctry

Clear

2. Press the Copy Key.

The displays shows Copy to.

3. Press the Directory Key.

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.

Done

6. Press the Done Key. The entry is saved to your Personal Directory and you are returned to the Redial List.

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. Note: This feature is not available on the Meridian SL-100.

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.

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 55 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.

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 55 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.

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 pess 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.

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.

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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.

Corporate Directory

To find another directory listing or to refine your current directory search:

NewFind

To exit the Corporate Directory application:

To copy an entry from the Corporate Directory to your telephone’s Personal Directory:

Copy

Dirctry

Resume

Quit

App's

Press the NewFind Key to begin a new search, or press the Resume Key to enter additional characters so that you may narrow your search.

Press the Quit Key or the Applications Key.

1. With the entry selected in the Corporate Directory, press the Copy Key.

2. In the Copy to screen, press the

Directory Key to copy the name and

telephone number to your Personal Directory

After you complete editing and entering the name and telephone number, you are returned to the Corporate Directory.

While you are away from your desk: Call Forward

The information in this document is subject to change without notice.

The statements, configurations, technical data, and recommendations

in this document are believed to be accurate and reliable, but are

presented without express or implied warranty. Users must take full

responsibility for their applications of any products specified in this

document. The information in this document is proprietary to Nortel

Networks.

Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of

Publication Number: NN Document Release: Standard 3.00 Date: April 2006 Produced in Canada

www.nortel.com



Nortel Networks.

10300-117

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

Nortel Networks M3905 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Introduction to the M3905 Call Center telephone

M3905 Call Center telephone

M3905 Call Center telephone keys

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

Activate Make Set Busy

Use Not Ready

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 Meridian 1 ACD Calls Waiting status indicator

Display Queue on Meridian 1

The Meridian SL-100 Multistage Queue Status indicator

Display Queue Threshold on Meridian SL-100

Display agent status on the Meridian 1

Display agent status on the Meridian SL-100

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

Answer a call

Place a call on Hold

Transfer a call

Trace a Malicious call

Forward calls

Set up a Conference call

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

Directory display and navigation

Access your Callers List, Redial List, or Personal Directory

Directory password protection

Call Log

Access and use the Callers List

Access and use the Redial List

Use the Personal Directory

Access the Personal Directory