Nortel Networks M3905 User Manual 2

M3905 Call Center Meridian Digital

Telephone

Nortel Knowledge Network

User Guide

Enterprise Voice Solutions Customer Documentation

While you are away from your desk: Call Forward

Introduction to your M3905 Call Center Telephone 1

M3905 Call Center telephone ................................................................. 1

M3905 Call Center features ................................................................... 2

Available ACD Features on the M3905 ACD telephone ............................ 2

Terms you should know 3

Your Telephone’s Controls 5

Programmable Line/Feature Keys (Self-labeled) ....................................... 5

Line Key ........................................................................................ 5

Auto Dial Key ................................................................................ 5

Display Key ................................................................................... 5

Options Key ................................................................................... 5

Programmable Feature Keys (Self-labeled) ............................................... 6

Call Processing Keys .............................................................................. 6

Goodbye Key ................................................................................ 6

Hold Key ....................................................................................... 6

Mute Key ....................................................................................... 6

Volume Control Bar ........................................................................ 6

Message Waiting lamp ................................................................... 7

Fixed Keys ............................................................................................ 7

In-Calls Key ................................................................................... 7

Individual Directory Number ........................................................... 7

Headset Key .................................................................................. 8

Call Supervisor/Agent .................................................................... 8

Emergency ..................................................................................... 8

Not Ready ..................................................................................... 9

Make Busy ..................................................................................... 9

Activity Code ................................................................................. 9

Answer Emergency ......................................................................... 9

Answer Agent ................................................................................ 9

Observe Agent ............................................................................... 9

Display Queue ............................................................................... 9

Call Agent ..................................................................................... 10

Supervisor Observe ........................................................................ 10

Application Keys .................................................................................... 10

Quit Key ........................................................................................ 10

Copy Key ...................................................................................... 10

Navigation Keys ............................................................................ 10

More...Key .................................................................................... 10

Table of Contents

Primary Directory Number .................................................................... 10

Individual Directory Number ................................................................. 11

M3905 Call Center Meridian Digital Telephone 13

Call Center Agent/Supervisor Features 13

Call Center headset interface ................................................................ 13

Agent login ......................................................................................... 14

Default login ........................................................................................ 16

Correct errors during the login procedure ..............................................16

Agent logout ........................................................................................ 17

Agent features 18

Use Activity Code ................................................................................. 18

Answer Call Center calls .......................................................................19

Call Forcing .........................................................................................20

Use the Emergency Key ........................................................................20

Use Not Ready ....................................................................................21

Answer or make non-ACD calls ............................................................ 21

Contact your supervisor ........................................................................ 22

Use Walkaway and Return from Walkaway ...........................................23

Call Center Supervisor features 25

Agent keys .......................................................................................... 25

Answer Agent ...................................................................................... 25

Answer Emergency .............................................................................. 25

Call Agent ........................................................................................... 26

Use the Supervisor Observe and Supervisor Headset Jack ....................... 26

Interflow ..............................................................................................27

Night Service .......................................................................................27

Observe ..............................................................................................28

ii Draft 0.01

Table of Contents

Your telephone non-ACD call features 31

Make a call 31

Auto Dial ............................................................................................ 31

Redial last number called ..................................................................... 32

Transfer a call ..................................................................................... 33

Use Timed Reminder Recall ................................................................... 34

Set up a Conference call ....................................................................... 34

Use Call Join ....................................................................................... 35

Activate Ring Again ............................................................................. 36

Use Speed Call .................................................................................... 37

Make a System Speed Call ................................................................... 38

Make an Intercom call .......................................................................... 38

Answer a call 39

Place a call on Hold ............................................................................. 39

Use Call Park ....................................................................................... 40

Display call information ........................................................................ 42

Use Call Waiting ................................................................................. 43

While you are away from your desk 44

Call Forward ....................................................................................... 44

Forward an internal call ....................................................................... 45

Use Remote Call Forward ..................................................................... 45

Secure your telephone .......................................................................... 46

While on an active call 48

Activate Call Charge ............................................................................ 48

Charge a call or Charge a Forced call ................................................... 48

Record a Calling Party Number ............................................................ 50

Trace a Malicious call .......................................................................... 51

iii

Table of Contents

Call features 52

Use Group Call ....................................................................................52

Use Privacy Release ..............................................................................53

Activate Override ................................................................................. 54

Activate Override, Enhanced ................................................................ 54

Use the Buzz signal .............................................................................. 55

Make an announcement over the Call Page ............................................ 55

Use Forced Camp-on ...........................................................................56

Radio Page Feature .............................................................................. 56

Your telephone display information 59

Understand the Meridian 1 Calls Waiting status indicator for ACD ..........59

Understand the ACD display information for the Meridian SL-100 ........... 59

Display agent status ............................................................................. 60

Display queue ......................................................................................61

Display call information ........................................................................ 61

Your M3905 Call Center Telephone Options menu 62

Options feature list .............................................................................. 62

To access your adjustable features in the Options menu ..........................63

Select language ................................................................................... 64

Change feature key label ......................................................................64

Adjust the contrast ...............................................................................65

Adjust the volume on your telephone .....................................................66

Choose Ring type .................................................................................67

Use Call Timer ..................................................................................... 68

Format Date/time 68

Use Key Click ......................................................................................69

Headset Type .......................................................................................70

Display Diagnostics .............................................................................. 71

Set MCA Data Parameters ....................................................................71

Accessories for the M3905 73

Additional Key Caps ............................................................................ 73

Accessory Connection Module (ACM) .................................................... 73

Headset ...............................................................................................73

iv Draft 0.01

Table of Contents

Handset .............................................................................................. 73

Analog Terminal Adapter (ATA) ........................................................... 73

External Alerter and Recorder Interface ................................................. 74

Key-based Expansion Module ............................................................... 74

Meridian Communications Adapter (MCA) ............................................ 74

Feature Chart 75

Meridian 1 Flexible Feature Codes (FFC) 79

Meridian SL-100 Feature Access Codes (FAC) 80

Table of Contents

vi Draft 0.01

Introduction to your M3905 Call Center Telephone

Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features.

Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required.

The Meridian 1 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

One of the codes provided by your system administrator is the Special Prefix Code (SPRE) which you need in order to use some features. For other features, the SPRE is optional.

In this document, (

ACD

) are interchangeable terms for the M3905 Call Center telephone.

Additional hardware options are available to expand the capabilities of the M3905 Call Center Telephone. See “Accessories for the M3905” on page 73.

M3905 Call Center telephone

Call Center telephone

LCD Indicator Goodbye Hold

and

Automatic Call Distribution telephone

Message Waiting Light

LED

Supervisor Observe Key

Volume Control Bar

Headset

LED

Mute

Supervisor

Emergency

Quit

Navigation Keys

Not Ready

Programmable Line/ Feature Keys (Self-labeled)

Programmable Feature Keys (Self-labeled)

Fixed Feature Keys

In-Calls

Copy

Make Busy

553-9043

Introduction to your M3905 Call Center Telephone

M3905 Call Center features

The M3905 Call Center features:

• eight Programmable Line/Feature Keys (Self-labeled), giving the user access to eight Line/Feature Keys

• four (three layer) Programmable Feature Keys (Self-labeled), giving the user access to twelve Programmable Feature Keys

• six Fixed feature keys (configured to fit the users business needs)

— Headset (with LED indicator)* —In-Calls* — Call Supervisor* —Emergency* — Not Ready* —Make Set Busy*

The Headset and In-Calls Keys are required. Your system administrator can

Note:

reconfigure the remaining four key s to any of the features listed above. Key caps need to be replaced to match the reconfigured feature.

*The features with an asterisk are the default keys.

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

Optional accessories:

• Handset

• Headset

• Accessory Connection Module (ACM)

• Key-based Expansion Module

• M3905 Custom Key Cap Kit

• External Alerter and Recorder Interface (MEARI)

• Analog Terminal Adapter (ATA)

• Meridian Communications Adapter (MCA)

Note:

The M3905 ACD does not support handsfree calling.

Available ACD Features on the M3905 ACD telephone

Common Agent/Supervisor Features

• Headset • Display Key

• Non ACD Call Keys • Display Queue

• Hold • Calls Waiting Indicator

•Options

Terms you should know

Agent Features Supervisor Features

• Emergency • Answer Agent

• Agent Login/Logout • Agent Key(s)

• Not Ready • Display agents

• Call Supervisor • Supervisor (Headset talk/listen)

• Make Set Busy • Night Service

• Call Waiting time • Call Agent

• Activity Code • Observe Agent

•Answer Emergency

Terms you should know

Attendant — The attendant is a telephone operator in your organization. Call party information—When your telephone rings, the display shows Caller

Line Identification (CLID) information. The system must have CLID enabled. The display module shows the phone number and name of the inbound call.

Date/time display feature —The Date/time display feature shows the month and date when the telephone is in an idle state.

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.

Feature display—The display area shows status information about the feature in use. It also displays the name and status of the active session.

Feature Access Codes (FAC)—The Feature Access Codes are codes you dial in order to use a telephone feature instead of pressing a fixed feature or soft feature key. Feature Access Codes are available for the Meridian SL-100 system only. For your convenience, the FACs for your system can be printed on a page located at the back of this guide.

Fixed key—The Fixed Keys are keys on your telephone, that are labeled at the factory.

Flash the Switchhook —To flash the Switchhook, you quickly depress and release the switchhook.

Flexible Feature Codes (FFC) —The Flexible Feature Codes are codes you dial in order to use a telephone feature instead of pressing a fixed feature or soft feature key. Flexible Feature Codes are available for 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 status —The status indicator can be an LCD or LED that indicates the status of a feature by the flash, wink, steady on, or off of the LCD or LED indicator.

Information line —The Information line of the display relates call information or application information.

Terms you should know

Information display—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. Meridian SL-100 — The Meridian SL-100 system is your business communication

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 press your Primary DN (Call Center DN).

Paging tone—A Paging tone is two beeps followed by a dial tone. You hear the special Paging tone when you are using the Radio Paging feature.

Primary Directory Number (PDN)— The Primary Directory Number is the main extension number on your telephone. It is referred to by the Primary Directory Number Key. On the M3905 the Primary Directory Number and your ACD Directory Number are the same. The In-Calls Key connects directly to the Primary DN Key. The Primary DN Key is the key located at the lower right hand side of the upper portion of the display area.

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 persons.

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 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.

Your Telephone’s Controls

This section describes the features on the M3905 ACD Meridian Digital telephone.

Programmable Line/Feature Keys (Self-labeled)

In addition to secondary extension number(s), you can have features assigned to the function keys on your telephone. An LCD indicator shows the status of the feature assigned to each key. See “Agent features” on page 18. Also see “Call Center Supervisor features” on page 25.

Line Key

2494

Auto Dial Key

Marketing

A steady LCD indicator appearing beside a Line (DN) 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.

An Auto Dial Key lets you dedicate a Line/Feature Key to a specific number.

Display Key

Display

Note 1:

a fixed key. You can use the Display Key with other feature keys to display information associated with the feature keys. To display information on the second caller does not interfere with the current call in progress.

Note 2:

second caller while on an active call.

The display key could be configured on your M3905 ACD telephone as

On the Meridian SL-100, press the Inspect Key to view information on a

The Display Key allows you to display information associated with the Line/Feature Keys. The display information on a second caller does not interfere with the current call in progress.

Options Key

Options

The Option Key is a dedicated Programmable Line/Feature Key. The Options Key is located at the top left side of the upper display area. Press the

Options Key to access the Options Menu.

Your Telephone’s Controls

Options

Press the Options Key to make adjustments to your telephone's volume and display contrast, as well as other feature settings.

Use the Navigation Keys to scroll right, left, up, and down through the telephone options.

Programmable Feature Keys (Self-labeled)

Select

Quit Copy

553-9079

The four keys located in the middle of the telephone below the display screen are your Programmable Feature Keys. These keys support additional telephone features.

Call Processing Keys

Goodbye Key

Goodbye

The Goodbye Key is pressed to terminate an active call.

Hold Key

Place an active call on Hold by pressing

Hold

the Hold Key. Return to the caller by pressing the extension key next to the flashing indicator.

Mute Key

Mute

Volume Control Bar

When engaged in a call, you can press the

Mute Key. The party(ies) to whom you are

speaking cannot hear you. When you wish to return to the two-way conversation, you must press the M3905 ACD, the Mute Key applies to handset and headset microphones. The LED flashes quickly when the Mute option is in use.

Mute Key again. On the

Message Waiting lamp

Your Telephone’s Controls

The Volume Control Bar is used to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a call or while the telephone is ringing, adjust the volume on your set using the

Volume Control Bar. Raise the volume by

pressing the right side or lower the volume by pressing the left side. You can also adjust the volume of ringing, headset or buzz by selecting Volume adjustment in the Options Menu.

The Message Waiting lamp lights when you have a message waiting. You can have a Message Key assigned to one of the Programmable Line/Feature Keys (Self-labeled). The Message Key allows you to go directly to your mailbox. Press your Individual Line Key, then press the Message Auto Dial Key.

Fixed Keys

The fixed feature keys on your M3905 ACD Meridian Digital Telephone are labeled at the factory. The fixed feature keys include: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, and In-Calls. These keys can be reconfigured to Activity Code, Answer Emergency, Answer Agent, Observe Agent, Display Waiting Calls or Call Agent to fit your business needs. The two keys that cannot be changed are Headset and In-Calls.

In-Calls Key

In - Calls

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.

Individual Directory Number

2498

Use the Individual (secondary) Directory Number(s) to make and receive non-ACD calls.

Your Telephone’s Controls

Headset Key

Headset

Press the Headset Key to automatically switch back and forth between headset and handset. The headset indicator is lit when active.

Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended that the headset user try using the headset with each of the three settings on internal and external calls. This helps determine which works best. As with all Meridian Digital Telephones, amplified and unamplified headsets are supported.

Call Supervisor/Agent

Supervisor

Emergency

Note 1:

if you are using the amplified headset.

Note 2:

installed, press the Headset Key to switch between headset and handset. The handset is an optional hardware item. If you order the handset option kit, it is recommended that your system administrator install the equipment.

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 when judged to be an emergency situation.

Use the Amplified Headset setting

If you have the handset option

Not Ready

Make Busy

Activity Code

Activity

Answer Emergency

Ans Emerg

Your Telephone’s Controls

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 Code Key and enter the appropriate 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.

Answer Agent

Ans Agent

Observe Agent

Obv Agent

Display Queue

Dsply Queue

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.

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.

Your Telephone’s Controls

Call Agent

CallAgt

Supervisor Observe

Application Keys

Quit Key

Quit

Copy Key

Copy

The Call Agent Key on the Supervisor set connects the supervisor to an agent position.

Supervisor Observe Key (LED) allows a

walk-around supervisor to plug the 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 Quit Key ends an active application without affecting the state of any call on the telephone.

The Copy Key on the M3905 is for future applications.

Navigation Keys

The Navigation Keys allow you to move up, down, right, and left through features, menus, and application functions on the display.

More...Key

More...

The More Key allows you to access the next layer of the Programmable Feature Keys.

Primary Directory Number

The lower right key of your programmable keys is the ACD Primary Directory Number (DN) Key. The In-Calls Key is the same as your ACD Primary Directory Number (DN) Key. On an ACD set there can be a prime ACD Directory Number as well as an individual Directory Number.

Your Telephone’s Controls

Individual Directory Number

The Individual Directory Number is the second Directory Number 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 telephone line.

Note:

You have only one Primary Directory Number assigned to your telephone.

You can have additional Directory Number (DN) Keys assigned to your telephone.

Your Telephone’s Controls

M3905 Call Center Meridian Digital Telephone

Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features.

Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required.

Note:

In this document

(

ACD

) telephone are interchangeable terms for the M3900 Call Center Telephone.

Call Center telephone

and the

Automatic Call Distribution

Call Center Agent/Supervisor Features

This section describes features and procedures for both the Call Center agent and the supervisor.

Call Center headset interface

A Headset Key is used to switch between the headset and the handset mode of operation. The LED lights steady to indicate you are in headset mode. The headset LED is dark (unlit) if you are in handset mode. Go to the Headset type in the Options list to adjust the gain (refer to “Your M3905 Call Center Telephone Options menu” on page 62).

Note 1:

or In-Calls key to receive calls. To make outgoing calls with your handset, lift the handset and press an Individual DN key to receive dial tone.

Note 2:

Networks recommending headset types for use with the M3905 Call Center Telephone.

Test the headset with the telephone before using. In a noisy environment, an amplified headset is an option. Use the Options Headset type and choose the Type 1, Type 2, or Amplified. When the amplified headset is used, there are two choices of volume control: the rocker control on the telephone and the switch on the headset. The user should adjust the telephone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the amplifier should have a higher setting than the telephone volume control.

If you have the handset option installed, lift the handset and press a DN

Refer to your distributor for the latest product bulletin from Nortel

Call Center Agent/Supervisor Features

Agent login

In - Calls

Not Ready

1. Press the In-Calls Key.

2. Dial your Agent ID (if required).

3. Press the In-Calls Key. or Press the Not Ready Key to enter the

ACD queue.

Note:

On the Meridian SL-100, press Make Busy Key until the indicator turns on, then press the In-Calls Key.

Login with Agent ID and Multiple Queue Assignment (MQA)

MQA allows you to enter your four digit Agent ID, select a Supervisor (if your queue requires one), and enter up to five different ACD DNs with priorities.

To log in:

In - Calls

1. Press the In-Calls Key.

To login without Supervisor ID and without Priority:

2. Select one of the following scenarios:

A, B, C, or D.

Selection A

Dial your Agent ID £ ACDDN1£

CD DN 2 £ ACD DN 3 £

ACDDN4£ ACD DN 5 ££.

To login with Supervisor ID and without Priority:

To login without Supervisor ID and with Priority:

To login with Supervisor ID and with Priority:

Call Center Agent/Supervisor Features

Selection B

Dial your Agent ID £

Supervisor ID £ ACDDN2£ ACDDN3£ ACDDN4£ ACDDN5££.

Selection C

Dial your Agent ID £ ACD DN 1 £

Priority 1 £ ACDDN2£ Priority 2 £ ACDDN3£ Priority 3 £ ACDDN4£ Priority 4 £ ACDDN5£ Priority 5 ££.

ACDDN1£

In - Calls

Not Ready

Selection D

Dial your Agent ID £

Supervisor ID £ ACDDN1£ Priority 1 £ ACDDN2£ Priority 2 £ ACDDN3£ Priority 3 £ ACDDN4£ Priority 4 £ ACDDN5£ Priority 5 ££.

3. Press the In-Calls Key.

or Press the Not Ready Key to enter the

ACD queue.

Note:

The MQA feature is not available on

the Meridian SL-100.

Call Center Agent/Supervisor Features

Default login

If you normally use the same telephone, you do not repeat the complete 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

To select default Priority or Supervisor ID:

1. Press the In-Calls Key.

2. Dial your Agent ID £££ (if your

queue requires a Supervisor ID).

Dial your Agent ID ££ (if no

Supervisor ID required).

Dial the Octothorpe instead of a

Priority entry or a Supervisor ID entry. The system uses the Priority or Supervisor ID configured for your set.

Note:

A Supervisor who logs in to take ACD calls cannot enter a Supervisor ID (even if the agents generally enter one).

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 ACD DN 1):

£ ‚ £

to correct

Agent logout

Call Center Agent/Supervisor Features

Dial your Agent ID £ Supervisor ID £

ACDDN1£ ‚ £ ACD DN 1 £ ACDDN2£ ACDDN3£ ACDDN4£ ACDDN5££.

Note:

This feature is not available on the

Meridian SL-100.

Make Busy

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

Note:

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

Agent features

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

Use Activity Code

This feature allows the ACD user to enter a code to record the type of activity the agent is performing. On the Meridian 1 you use the Activity Code.

Note:

On the Meridian SL-100, use the Line of Business (LOB) Key and case

numbers to record the type of ACD call the agent is handling.

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

LOB

To capture the type of ACD call on the Meridian 1:

Activity

1. While on an active ACD call, press the

LOB 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 LOB 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.

1. Press the Activity Key.

2. Dial the Activity Code that

corresponds to the present caller's activity.

3. Press the Activity Key again. If doing

multiple tasks, you can enter different activity codes.

Agent features

Answer Call Center calls

The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the In-Calls Key a second time.

To make outgoing calls and to accept non-ACD calls, the ACD user can have one or more non-ACD DNs (Individual DNs).

Note 1:

call is automatically sent to your ACD (In-Calls) Key. You do not pickup the call, it is sent to your line.

Note 2:

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:

To end an ACD call:

If you have ACD call forcing turned on, you hear an audible tone and the

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

In - Calls

Goodbye

In - Calls

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

Press the Goodbye Key.

Press the In-Calls Key.

2498

Replace the Handset to terminate a call.

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

Agent features

Not Ready

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 Forcing

The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between each incoming call that is defined by the system administrator. After the time interval is up, the agent hears a tone through the headset and Call Forcing automatically connects the incoming call to the agent.

In - Calls

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

Note:

Pressing the In-Calls Key with Call

Forcing (Auto Answer) on, disconnects an active ACD call.

Use the Emergency Key

When you have an emergency situation:

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. Write down this information for future reference, before you press the

Emergency Key.

+ 64 hidden pages