Nortel Networks SL-100 User Manual

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Nortel Knowledge Network

Meridian Digital Telephones

Meridian SL-100

M3905 Call Center

User Guide

Enterprise Voice Solutions Customer Documentation

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Table of contents

Introduction to your M3905 Call Center Telephone 9

M3905 Call Center Telephone 9 M3905 Call Center Features 10 Available ACD Features on the M3905 Telephone 11

Terms you should know 13

Your telephone’s co ntro ls 15

Programmable Line/F ea ture Keys (self-labeled) 15 Context Sensitive Soft Keys (self-labele d) 16 Call Processing Keys 16 Fixed Keys 17 Application Keys 20 Primary Directory Numb er 21 Individual Directory Number 21 Messag e K ey 2 1

M3905 Call Center Meridian Digital Telephone 22

Your telephone display informat ion 22

M3905 Display 22

Options Li st 23

Select a language 24 Change a Feature Key la bel 24 Adjust Screen contras t 26 Adjust volume 26 Choose Ring type 27 Select Call Log options 27 Live dial pad 28 Preferred name match 28 Area code set up 28 Call timer 29 Date/time f or mat 29 Key click 29

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Table of contents

Headset type 30 Headset port on call 30 Headset port exte r n al alerter 31 Display diagnostics 31

Call Center headset interface 32

Freeing your hands while on the job 32 Switching be tween the handset and the heads et 32

Call Center agent/supervisor features 33

Agent Login 33 Agent Login Enhancement 33 Agent Logout 34

Agent features 35

Activity Code Fixe d Key to activate Line-of-Business code 35 Answer Ca ll Center Calls 35 Call Forcing 36 Multistage Queue Status Key/Lamp 36

Display Queue Threshold (MSQS enhancement for agents) 37 Emergency Key 39 Make Busy 39 Not Ready Key 40 Answer or Make Non-ACD Calls 41 Contact your supervisor 41 Walkaway and Return from Walkaway 42 Transfer to InCalls Key 43

Call Center supervisor features 44

Agent Keys 44 Answer Agent 44 Answer Emergency 45 Call Agent 45 Use Supervisor Observe and the Supervisor Headset Jack 45 Controlled Interflow 46 Night Service 46

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Observe Agent 47 Display Agent Status 48 Display Q ueu e S t at us 49

Your telephone non-ACD ca ll featur e s 50

Make a Call 50

Predial feature 51 Auto Dial 51 Redial Last Number Called 52 Activate Ring Again 52 Speed Call 53 System S p ee d Cal l (N et w o r k Sp ee d Cal l) 5 4 Intercom Call 55 Group Intercom All Ca ll 55 Intercom Call on a Predesignated Set 56 Individual Page from Group Intercom 57

Answer a Call 57

Table of contents

While you are away from your desk 58

Call Forward 58 Forward an Internal Call (Call Forward Busy/Don’t Answer Split) 59 Call Forward – Remote Activation 60

While on an active call 61

Place a call on Hold 61 Transfer a Call 61 Blind Transfer Re call 62 Call Park 63 Charge a Call or Charge a Forced Call 65 Inspect Key 65 Trace a Malicious Call 66

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Table of contents

Incoming calls 67

Answ er Call P ic kup 67 Call Waiting 68

Talk with more than one person 69

Set up a conference call 69 Call Join 70 Preset Conference 70

Call features 71

Use Privacy Release 71 Paging 71 Busy Override 72 Make an Announcement over the Call Page 72 Use Station Camp-on 73

Class features on IVD sets 74

Anonymous Caller Rejection (ACRJ) 74 Automati c Callback (A CB) 74 Automatic Recall (AR) 75 Custome r Ori gi n at ed Trace (CO T) 76 Calling Name/Number Delivery Blocking (CNNB) 77 Selective Call Forward (SCF) 78

Directory display and navigation 79

Access your Callers List, Redial List, or Personal Directory 79 Directory password protection 80

Call Log 83

Access and use the Callers List 83 Access and us e th e R ed i al List 84

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Use the Personal Directory 86

Access the Personal Directory 86 Add a Personal Directory entry 86 Add an incoming call 88 Add an ou tgoi n g call 89 Delete or edit a Personal Directory entry 89 Delete your Personal Directory 90 Use the Personal Directory to make a call 91 Use Card View 91 Searc h f o r an entry 92 Copy a number from the Redial List 93

Corporate Directory 94

Accessories for the M3905 97

Additional key caps 97 Accessory Connection Module (ACM) 97 Personal Directory PC Utility 97 Headset 97 Handset 97 Analog Terminal Adapter (ATA) 98 External Alerter and Recorder Int erfa ce 98 Key-based Access Expansion Module (KBA) 98 Display-based Access Expansion Module (DBA) 98

Table of contents

Feature Key chart 99

Meridian SL-100 Feature Access Codes (FAC) 103

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Table of contents

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Introduction to your M3905 Call Center Telephone

You r Call Center Meridian Digital Tele phone provides e as y 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 SL-100 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcem ents to waiting callers.

One of the codes provided by your system administrator is the Feature Access Code (FAC ) which yo u need i n order t o use some feature s. F or othe r featu res, you m ay need a feature key.

In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms for the M3905 Ca ll Center telephone.

Additional hardware options are available to expand the capabilities of the M3905 Call Center Tel ephone. See “Accessori es for the M3905” on page 97.

M3905 Call Center Telephone

LCD Display Goodbye Hold

Message Waiting Light/ Incoming Call Indicator

LED

Supervisor Observe Key

Volume Control Bar

Headset

LED

Mute

Supervisor

Emergency

Quit

Navigation Keys

Not Ready

Programmable Line/ Feature Keys (self-labeled)

Date/Time Display Context Sensitive Soft Keys

(self-labeled)

Fixed Feature Keys

In-Calls

Copy

Make Busy

553-9043

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Introduction to your M3905 Call Center Telephone

M3905 Call Center Features

The M3905 Call Center features:

• eight Progra mmabl e Li ne/Feature K eys (self-la beled), giving the user access to eight L ine/Feature K eys

• four Context Sensitive Soft Keys (self-labeled), giving the user access to a maximum of 10 of the available features

• six Fixed Feature Keys (configured to fit the users business needs)

Fixed key caps:

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

Note 1: The Headset and In-Calls Keys are required. Your system administrator can reconfigure the remaining four keys to any of the features

listed above. Key caps need to be replaced to m atch the reconfigured feature.

Note 2: *The features with an asterisk are the default keys.

Optional accessories:

• Handset

• Headset

• Accessory Conne ction Module (ACM)

• Key-based Access Expansion Modu le (KBA)

• Display-based Access Expansion Module (DBA)

• External Alerter and Record er Interface (MEARI)

• Analog Terminal Adapter (ATA)

• Personal Directory PC Utility

Note: The M3905 does not support handsfree calling.

—Call Agent — Observe Agent (Obv Agent) — Answer Emergency (Ans

Emerg) — Answer Agent — Acti vity (for LOB codes) — Displ ay Q u eu e ( D sp ly Q ue u e)

– for MSQS or Display Queue

status

Optional ke y ca p s:

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Introduction to your M3905 Call Center Telephone

Available ACD Featur es on the M3905 Te lephone

Common Agent/Sup ervisor Features

• Headset

• Non-ACD Call Keys

•Hold

• Personal Directory

•Call Log

•Redial List

•Options

• Call Park by ACD Agent

• ACD Call Transfer with Time

• Transfer to Incalls Key

• Agent Login Enhancement

Table 1 contains more Agent and Supervisor features for the M3905 ACD set.

Table 1 Agent and Supervisor fe atures

Agent features Supervisor features

Call Source Identification. Agent-Status Lamp. Called Name/Number Display. Display Agents Summary Key. Eme rgency Keys . Forced Agent Availability. Emergency Keys Enhanced. Controlled Interflow. Incalls Key. Agent Key. Call-Supervis or Keys. Call-Agent Key. Not-Ready Ke y. Night Treatment. ACD Station Maintenance and

Configuration Enhancements. ACD Multistage Queue St atus

Refresh. Multistage Queue Status Key/Lamp. ACD Status -Lamp Enhancement. ACD Walkaway/Clo s ed Key

Operation. Line of Business Codes. ACD Observ e-Agent/Three-Way Calling. Make Set Bus y. Extended Agent Observe.

Supervisor Control of Night Service.

ACD Observ e-Agent Enhanced.

ACD-Limited Enhanced Agent Features.

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Introduction to your M3905 Call Center Telephone

Table 1 Agent and Supervisor fe atures

Agent features Supervisor features

Call Forcing. Flexible Call Observing-Nodal. Displ ay Q ueue and Threshold. Observe Agent from 250 0 se t. Walkaway and Return from

Walkaway. Agent Login and Login

Enhancements.

Observe-Agent Key.

Display Queue-Status Key.

Multistag e Q ue ue Statu s D is pl ay. Answer Agent. Answer Emergency. Display Queue Threshold. Make Set Busy.

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Terms you should know

Agent Set – A telephone set con f igure d to ef f ic ientl y answer in comin g calls that ha v e

been directed to a group of ACD telephones vs. a single person or line.

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

Ident i fica tion (CLID ) information. The system must have CLID enabled. The display module shows the phone number and name of the inbound call.

Context Sensitive Soft Key – The four keys loca ted directly below t he display on the M3905 are referred to Context Sensitive Soft Keys. The label and function of each key changes, depending upon the available featur es or the active application assigned to each key.

Date/time display feature – The Date/t ime displ ay feat ure sho ws 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 sta tus information about the fea ture in use. It also displays the name and status of the active sess ion.

Feature Access Codes (F A C) – The Fe ature Ac cess Codes are code s you di al in orde r to use a telephone feature instead of pressing a fixed feature or soft feature key. For your convenience, the FACs for your system can be printed on a page located at the back of this guide.

Fixed Feature Key – The Fixed Keys are keys on your telephone, that are labeled at the factory.

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.

Infor mation line – The Informati on line of the display relat es ca ll information or application information.

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 SL-100 – The Meridian SL-100 system is your business communication system.

Off-hook – Off-hoo k 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 doe s not go off-hook when you pres s the In-Calls Key or press your Primary DN (Call Center DN).

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Terms you should know

Paging tone – A Paging tone is two beeps followed by a dial tone. You hear the

special Paging tone when you are using the Ra dio Paging featur e. Primary Directory Number (PDN) – The Primary Dire ctory Number is the main

extension number on your telephone. It is refe rred 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 th e key locate d at the lower right-hand s ide of the upper portion of the display area.

Ringback/r ing 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 t one refers to three consecutive tones follo wed by dial tone that you hear when accessing some of your telephone features.

Supervisor Set – A telephone set configure d to manage a group of ACD agents, and it can also be configured to answer incoming calls that are directed to a group of ACD te lephones vs. a single person or line. You norm ally configu re a Supervisor’s set with fea tures that display agent and group performance.

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Your telephone’s controls

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

Programmable Line/F eatur e K e ys (self-labeled)

In addition to secondary extension number(s), you can have features assigned to the Feature Ke ys on your telephone. An LCD indicator shows the status of the feature assigned to each k ey. See “Agent features ” on pa ge 35. Also see “Call Center supervisor features” on page 44.

Line Key

x2494

Auto Dial Key

Inspect Key

Options Key

Sales

Display

Options

A steady LCD indicator appea r ing beside a

Line (DN) K e y me an s th at th e f eat u re o r li ne

is acti ve. A flashing LCD indic ator means the line is on hold or the fe ature is being programmed.

An Auto Dial Key lets you dedicate a Line/F ea tu r e Key to a sp ec ifi c nu m b er.

The Inspect Key allows you to displ ay inform at ion ass oci at ed with the Li ne /Fea tur e Ke ys . The display information on a second calle r does not in terfere wi th the curren t call in progress.

Note: If the Auto Display feature is enabled, Calling Line Identification is displayed for a secon d incom i ng call .

The Options Key is a dedicated Programmable Line/Feature Ke y. T he Options Ke y is located at the top-l eft side of the upper display ar ea. Press the Options Key to access the O pt i on s M en u .

Options

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

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Your telephone’s controls

Applications Key

Apps

x2498

The Applications Key allows you to access server applic ations, such as Corp o rate Directory, if available on your system.

The Individual DN Key allows you to make and receive non-AC D cal ls .

Context Sensitive Soft Keys (self-labeled)

The four keys located in the middle of the telephone, be lo w the displ ay screen, are y our Contex t S ens itive Soft Keys. These keys can have the following assigned to them:

•Transfer

•Conference

•Call Forward

• Ring Again

•Call Park

•Call Pickup

•Speed Call

• Privacy Release

•Callers List

•Redial List

Call Processing Keys

Goodbye Key

Hold Key

Press the Goodbye Key to terminate an active call .

Place an active call on Hold by pressing the

Hold Key. Return to the caller by pressing

the extension key next to the flashing indicator.

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Mute Key

Volume Control Bar

Your telephone’s controls

When engaged in a call, you ca n press the

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

speaking canno t hear you. When you wis h to return to the t wo- way c on v er sati on, y ou must press the Mute Key again. On the M3905 ACD, th e Mute Key applies to handset and headset microphones. The LED flashes quickly when the Mute option is in use.

Use the Volume Control Bar to adjust the volume of the handset, headset, sp ea ker, ringer an d buzz er. Whil e o n a ca ll or whi le the telephone is ringing, adjust the volume on your set using the Volume Control Bar. Raise the volume by pressing the ri ght side or lowe r the volum e by press ing the lef t side . You can a ls o adjust the volume of ringing, headset or buzz by selecting Volume adjustment in the Options Menu.

Message Waiting Lamp

The Message Waiti ng Lamp lights when you have a message w aiting. See the M3905 Call Center Telephone figure on page 9.

Fixed Keys

The Fixed Fea ture K eys on your M3905 ACD Meridian Digi tal Telephone are label ed at the factory. The Fixed Feature Keys inc lude: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, a nd In-Calls. These keys can be reconfigured to Activ ity Code, An swer Emerg ency, A n swer Agent, Observe Agent, Dis p lay Waiting Calls or Call Agent to fit your busi nes s needs. The two ke ys that cannot be change d are Headset and In-Calls.

In-Calls Key

Press the In-Calls Key to answer incoming

ACD calls. The In-Calls Key provid es ea sy access to your Primary or ACD Directory Number of the agent position.

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Your telephone’s controls

Headset Key

Press the Headset Key to toggle back and forth between heads et and handset. It is common to both the agent and the super v isor. The headset indi cator is lit when active.

Headsets vary in electrical, physical and audio characteristics. Performance perception is s ubjectiv e so it is recommended that the headset user try using the headset with ea ch of the thr ee setti ngs on internal and external calls. This helps determine which works best. As with all Meridian Digital Telephones, amplified and unamplified headsets are su pported.

Note 1: If you have the handset option installed, press the Head se t Key to switch between headset and handset . The handset is an optional hardware item. If you order the handset option kit, it is recommended tha t your system administrator install the equipment.

Supervisor Key

Call Agent Key

Note 2: Use the Amplified Hea dset setting if you are using the amplified headset.

From an agent set, p ress the Supervisor Key

to access a super visor.

From a supervisor set, pres s the Call Agent Key (optional key cap) and dial an agent’ s secondary DN to communic ate directly with the age n t. Al ternat ively, if you co n fig u r e an Agent Programmable Feature Key (not one of the Fixed F ea ture Keys) on the supervisor set for each agent, press the Call Agent Key followed by the associated Agent Key.

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Emergenc y Key

Not Ready Key

Make Busy Key

Your telephone’s controls

Press the Emergency Key to join the

super v isor int o a call when judg ed to be an emergency sit u ation. It can al s o be used to add a recording device automatically .

The Emergen cy key is on the agent set.

Press the Not Ready Key to pu t the agent position in a Not Re ady state . The Not Ready state takes the agent out of the ACD queue without loggi ng the agent out. The Not Ready state allows the agent to perform and record post call processing duties conn ected to ACD calls. This key is com mon to both agent and supervis or sets.

Press the Make Busy Key to log out of the ACD queue and agent position . Thi s key is common to both agent and su pervisor sets.

Activity Code Key

Answer Emergency Key

Answer Agent Key

Press the Activity Code Key and enter the appropriate line of business (LOB) code to record the activity the agent is performing.

Press the Answer Emergency Key on the Supervisor ACD telephone to ans wer agent emergency calls.

Press the Answer Agent Key on the Supervisor ACD telephone to es tablish a direct connection to the supervisor from an agent position.

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Your telephone’s controls

Observe Agent Key

Display Queue Key

Press the O b serve Agen t Key (on the supervisor ACD telephone) to mo nitor the activity on the agent’s telephone.

DsplyQueue

Supervi sor Observe Key

Application Keys

Quit Key

Press the Display Queue Calls Key on the agent’s ACD telephone to display incoming calls waiting info rmation .

The Display Queue Calls Key on the supervisor’s ACD telephone disp lays to the supervisor information on the number of manned agent positions, the number of calls waiting in the incoming call queue, number of calls logically queued, and the waiting time of the oldest call in the ACD queue.

Press the Supervisor Observe Key (LED) to allow 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.

Copy Key

Press the Quit Key to end an active applicati on without affecting the state of any call on the telephone.

Press the Copy Key to copy entries from the

corporate directory to the personal direc tory.

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Your telephone’s controls

Navigation Keys

Press the Navigation Ke ys to move up, down, right, and left through features , menus, and application functions on the display.

Primary Directory Number

The lower -right key of your programmable keys is the ACD Primary Directory Number (DN) K ey which is the same as the In-C al ls Key . On an ACD set there can be a Primary A CD Directory Number, as wel l as an Individual Directory Number.

Individual Directory Number

The Indivi dual Directory Number is the second Directory Number for the telephone. You can make outgoing calls on this number and receive incoming calls. The Indivi dual line can be configured to have all the standard functions of a regular telephone li ne.

Note: You have only one Primar y Directory Number assigned to your telepho ne. You can have additional Directory Number (DN) Keys assi gned to your telephone.

Message Key

The Message Key can be c onfigured as Key 17 an d appears in the area of the Context Sensitive Soft Keys. In this configurati on, you will only see it appear when you go off hook. In addition, it will only dial your v oice mailbox when you hav e a message waiting. As an alt ernativ e, a Message Key ma y be configured as a Programmable Line/Feature Key (self-l abe led). This configuration allows you to dial your voice mailbox whether or not you have a message waiting.

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M3905 Call Center Meridian Digital Telephone

You r Call Center Meridian Digital Tele phone provides e as y access to a wide range of business features.

You r telephone system administrator assigns features to your feature keys and provide s you with passwords and other codes as r equired.

Note: In this do cument Call Center telephone and the Automatic Call Distribution (ACD) telephone are interchangeable terms for the M3905 Call Center Te lephone.

Your telephone display information

M3905 Display

The upper port ion of t he dis pl ay on th e M3905 gives c all s tatu s infor matio n; t he lo wer display area is a two-line feature in formation display (see figure below).

Note: Refer to “Your Telephone’ s Controls” on page 15 for more information on the

display and specialized key information.

Line/Feature Key Status

Date/time display Call party info Feature Status info Options info

Options 

Dir/Log 

Apps 

AutoDial 

ConIntrFlw NightSvc

 

Aug 20 5:48 P

NORTEL NETWORKS



5 New callers 

Forward 

Quit Copy

CallersRedial



2639 

2637 

553-9076C

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Options List

The Options List allows you to customize certa in 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 option s, Live dial pad , Pr eferred name match, Area code set -up, Call ti mer enable , Date/ time form at, K ey cl ick ena ble, Headset type, Headset port on call, Headset port external ale rter, an d Display diagnostics.

To change any option’s setting:

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 desir ed

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.

Select

Done

Options

Quit

Options

Note: If you press the Quit Key or Options Key before you press the Done Key, you exit th e Options List without saving your changes.

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Options List

Select a language

The display is available in multiple languages. After you select the Op tio ns List menu;

1. Use the Navigation Keys to highlight

the desired language (e.g., German).

Language. . .

from

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 Featur e Key label

From the Options List you can change the name on the Program mable Line (DN)/Feature Keys (self-labeled). These ke ys 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 onc e to

highlight

Change feature key label

Select

AutoDial

2. Press the Select Key. This action takes you to t he Feature

Key menu and highlights

feature key label

3. Press the Select Key again. The prompt asks you to select the

Feature Key you want to change.

4. Press the Programmable Line/Feature Key whose label you want to change

AutoDial

(e.g.,

5. Press the Dial Pad Key that is printe d with the f ir st letter in you r new label. Press th e key u ntil the corr ect char ac ter appears.

Change

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Options List

Note: Use the Case Key to change the case of the letter, as needed. Press the Up Nav-

igation Key to access speci al char acte rs you may want to in clude in the la bel . Use the Navigation Keys to locate the character you want to include. Pr es s the Select Key to

choose the high lighted character . P r es s the Return Ke y to r eturn 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 tele phone, see “Add a Personal Directory entry” on page 86.

To restore one key label to the original:

1. From the Feature Key menu, use the

down Navigation K ey to highlight

Restore one key label.

Restore one key label

Select

Purchasing

Press the Done Key to return to the Options List menu. Press the Quit Key or

Options Key to exit.

Note: You cannot change the labe l on the primary DN. You can press the Shift Key, if the label you want to change is on the second laye r of Programmable Line/Feature Keys (self-labeled).

2. Press the Select Key.

3. Press the Programmable Line

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

you want to res tore to the original label (e.g.,

Purchasing

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Options List

Adjust Screen contrast

The Screen co nt r ast 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 th e 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: Afte r you se lect adjustable items for your telephone model appears. It is recommended that you adjust these paramete rs while you are on a t elepho ne call so that you can jud ge the impac t of the changes your are making.

To adjust the Ringer volume:

Ringer

Lower Higher



Volume ad jus tmen t . . .

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:

from the Options List menu, a list of

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 th e head s et speaker.

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Options List

Choose Ring type

The Ring type option allows you to choose from among the various ringing sounds ava ila ble for you r te lephone model. Afte r you se lect

List menu;

1. Use the Navigation Keys to scroll

through the lis t of ring types.

Ring type 3

Ring type. . .

from the Options

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

Play

Select

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 incom ing calls, logging only the unanswer ed calls, or not logging any calls. The Call Log holds up to 100 diffe rent i ncomi ng entri es. After you sel ect menu;

Log all calls

Log unanswered calls

Call log options

From the Log options menu, use the

Navigation Keys to highlight and select

either:

Log all calls or

Log unanswered calls

from the Options List

Note:

New call indication

, if you want Call Log notification.

Press the Done Key to save the selection. Press the Quit Key or Options Key to exi t.

must be set to

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Options List

Live dial pad

The Live dial pad option allows you to pre ss an y dia l pad ke y to autom aticall y acce ss a dial tone. After you sele ct

Live dial pad

from the Options Li st 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 Liv e dial pad, or

press the Off Key to turn off Live dial pad.

Prefe rred name match

The Preferred name match option displays the names of incoming and outgoing callers as stor ed in your Personal Directory, i f the te lephone number matches th e one stored in your directory. This option allows you to personalize the displayed names for incoming and outgoing calls. After you select

Options List menu;



Off

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

Preferred name match

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.

from the

Area code set up

Using the Area code set-up option causes the Callers List and Calling Line ID (CLID) display to show the number/extension followed by the area code/prefix in parenthesis . This makes it easier to identify local c alls and internal cal ls. You can defin e up to three codes. After you se lect menu

Area code set-up

from the Options List

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 pla ce your cursor in the first line and enter an

area/country code of your choice.

Note: Y ou ca n enter up to three codes of your choice.

Page 29

Options List

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 ti me r, or

press the Off Key to turn off the Call timer.

Date/time format

There ar e 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 the Op tio ns List menu;

Use the Navigation Keys to scroll through the eight formats. The sample formats appear on the upper-right side of the display ar ea .

Format 3

Press the Done Key to select the highlighted format. Press the Quit Key or Options Key to exit .

Date/time format. . .

from

Key click

The Key click option causes the handset or speake r to produc e a clicking s ound when you press the tele phone keys. Afte r you select

List menu;

Key click enable

from the Options



Off

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

From the Key click scre en, p re s s t h e On Key to turn on Key click, or press the

Off Key to tu r n o ff Ke y click.

Page 30

Options List

Headset type

The Headset type opti on allo ws you to s elect one of the three di f fer ent heads et types: Type 1, Type 2, o r Amplified. Selec t the setting that w orks bes t for the headset that you are using. For more information, see“Call Center headset interface” on page 32). After you select

Headset type

from the Options Li st 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

Headset port on call

The Headset port on call option requires that a lamp-type acce ssory be connecte d to the headset port . When the Heads et port on c all opti on is ac ti v a ted and th e user i s on a call, the lamp lights prov iding an indication that a call is in progress. After you select

Headset port on call



Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Note: Additional equipment is requir ed to implement this option. For more informa-

tion please contac t your Nortel Networks distributor.

from the Option s List me nu;

Off



From the On call screen, press the On Key to turn on Hea ds et port on call, or press the Off Key to turn off Headset port on call.

Page 31

Options List

Headset port external alerter

When the Headset port ex t erna l ale rt e r option is activat ed, 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

alerter

from the Options List menu;

Headset port ext



Off

Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Note: Additional equipment is requir ed to implement this option. For more informa-

tion please contac t 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 e xternal alerter.

Display diagnostics

The Display diagnostics option tests the functionality of your telephone’s display screen and indic ator lights. This opti on also provides inform ation on the firmwa re currently in use on your M3905 Call Center telephone. After you select

diagnost ics

Press the Done Key to return to the Options List menu. Press the Quit Key or

Options Key to exit.

from the Options List menu;

Use the up or down Navigation Key to scroll through the list and view the changing display screens.

Display

Page 32

Call Center headset interface

The M3905 is compatible with most headsets.

Freeing your hands while on the job

The Headset Key controls a headset that is connected to the headset jack. The

Headset Key is a Fixed Feature Key on the lower left of the phone. The headset jack

is on the back of the M3905 telephone set. Both direct connect, or unamplified headsets, and amplified head s ets can be used with the M3905 heads et jack.

Headset, Handset, and Supervisor Jacks.

are locate d on the back of the M3905 telephone set. The jack on the side of the M3905 telephone set is the Supervisor jack that is used in conjunction with the

Supervisor Observe Key.

The headset and hands et jacks

Switching between the handset and the headset

If you use a head set, th e M3905 ha s a Headset Key to tu rn th e headse t on and of f. The

Headset Key is used to switch between the headset and the handset mode of

operation. The LED lights steady to indicate that you are in headset mode. If you hav e the handset option in st alled, press the Headset Key to enter handset

mode. The Headset Key LED goes off, and all calls are presented to the handset. Lift the handset and press a DN or In-Calls Key to receive calls. To make outgoing c alls with your handset, lift the handset and pres s an Individual DN key to receive dial tone. If you wish to return to headset mod e, press the Headset Key. The Headset Key LED will go on, and all calls will be presented to the hea dset.

Headset Options Featur e.

connection . Use the Options feature to choose Type 1, Type 2, or Amplified to adjust the gain that w orks best with the type of headse t that you are using. For a n amp lified headset, choose the Amplified Headset setting in the Options list.

Volume Control with Amplified Headset.

volume co ntrol bar on the telephone and the switch on the amplified headset. Adju st the telephone volume before adjusting the headset volume. To pro vide the best communicati on with the leas t amou nt of dis tortion, the am plif ie r shoul d hav e a higher setting tha n the telephone volume control.

There are three settings provided for the headset

To control the volume, use the

Volu me Control with Direct Connect, or Unamplified Headset.

control the volume, use the volume control bar on the telephone or adjust the volume setting in the Options Menu.

Note: Refer to your distributor for the latest product bulletin from Nortel Networks recommending heads et types for use with th e M3905 Call Center Telephone.

Page 33

Call Center agent/supervisor features

This sectio n des cribes features and procedures for both the Call Center agent and the supervisor.

Agent Login

1. Press the Make Busy Key until the indi-

cator turns on.

2. Press the In-Calls Key.

3. Dial your four-digit agent ID. You are

automatic ally in the Not Ready stat e and in the cur r en t ACD que u e.

4. Press the Not Ready Key when you are

ready to acc ep t A C D calls. The LED for the Not Re ad y Ke y goes off.

Note: You must press the Headset Key th e first ti me you log i n, if usi ng a direct co nnect headset.

Agent Login Enhancement

This feature provides two ne w options to ensure that only assigned agents are able to log into an ACD group:

• Partitioning of agent login identification numbers between customer groups

• Agent login password option Each time an agent enters an identification number, a check is made to determine if

the set being used is associ ated with t he same custo mer group as the identification number.

If this check is successful and the password option has been assigned, the agent receives a special dial tone. The agent must enter a four-digit password (a numbe r in the range 0001 through 9999). When the password is accepted, the agent is logged into the ACD group. If a checks is unsucc es s f ul, a reorder tone is given.

Page 34

Call Center agent/supervisor features

Agent Logout

If the password option is assigned: After you enter your fou r-dig it a gent ID, you

receive a special dial tone. Enter you four-digit password.

If your password is accepted, you are logged in. If the system does not accept your password, you will hear reorder (fast bus y) tone.

Press the Make Bu sy Key and disconnect the headset. The L ED in d icator lights continuously.

Pressing the Make Busy Key onc e causes the lamp to l ight solid “on, ” indicating that Make Set Busy is ac tive for all directory number appearances on the set.

Pressing the Make Busy Key a sec o nd time causes the lamp t o fl ash, indi catin g Ma ke S et Busy is active for th e ACD In Calls Key, but deactivated for the secondary directory number(s) on the set.

Note: If you press t he Ma k e Bu sy Key while on an ACD call, you will be logged out automatically wh e n th e call is fin i sh ed.

Page 35

Agent features

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

Activity Code Fixed Key to activate Line- o f-B usiness code

The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing.

The code is sent to a customer-premises do wnstream processor thro ugh the MIS interf ace. The ACD super visor assigns the codes.

The Meridian SL-100 switch tracks item s such as the number of specific types of calls, and the holding times for these calls. Use the Acti vity Code Fixed Key or the LOB Code Programmable Feature Key to activate the LOB code.

1. While on an active ACD call, press the

LOBCode

Activity Key.

2. Dial the three-digit code whic h re f lects

the type of call you are ha ndling. The digits are shown on the display as you enter them. If you mak e a mistake , press the Activity Key again and re -enter the correct digits.

Repeat steps 1 and 2 if doing multiple tasks . You can enter u p to th r ee activi ty codes per call.

Answer Call Center Calls

The In-Calls Key is the lower right-hand key on the ACD termi nal 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 outgoi ng calls and to accept non-ACD calls, the ACD user can have one or more non-ACD DNs (Individual DNs).

Page 36

Agent features

Note 1: If you have ACD call forcing turned on, you hear a n audibl e tone and the c all is automati cally s ent to your In-Calls Key. You do not p ickup the c all, it is sent to y our line.

Note 2: 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 ph one rings and the In-C alls indicator flashes:

To answ er an ACD call, press the In-Calls

To end an ACD call:

Key. The caller is con n ected and the indicator lights continuous ly.

Press the Goodbye Key.

or Wait fo r the caller to terminate the call.

Call For cing

The Call Forcing option automa tically connects incoming ACD ca lls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between e ac h incoming call that is defined by the system admini strator. After the time interval is up, the agent hears a tone through the headset and Call Forcing automatic ally connects the incoming call to the agent.

You hear a short t one. T he In-Calls indicator

lights continuously and the ACD call automatically goes to the agent position.

Multistage Queue Status Key/Lamp

The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides information about the incoming call queue of any A CD group. Three thresholds, T1, T2 , and T3, are created by you r supe rvisor. The t hresholds repre sent wait time in queue of the nex t call to be answere d or nu mb er of calls in queue.

The MSQS Key/Lamp feature can be activated by any of the following actions:

• you log in

• an ACD call is presented to your position

Page 37

Agent features

• you activate the Not Ready feature Once acti vated, the la mp status reflects the queue status as shown in Table 2.

Note: The MSQS feature can be assigned to a fixed key with the option al cap

Dsplay Queue, or it can be assigned to a programmable line/ feature key with the labe l DisplayQue.

Table 2: MSQS lamp and queue stat us

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

Display Queue Threshold (MSQS enhancement for agents)

The Display Queue Threshold feature allows an agen t or super v isor to v iew the number of calls wa iting in the queue, or how long the firs t call in the queue has been waiting. The Display Queue Threshold feature can be assigned to a fixed ke y with the optional key cap Dsply Queue, or it can be a ssigned to a programmable line/feature key with th e label DispQTh.

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

Dsply Queue

Display Que

1. Press the Dsply Queue Key, or the

DispQTh program m a bl e li n e / f ea tu r e

key.

Page 38

Agent features

T1 T2 T3 CALLQ 3

Forward

Quit Copy

Callers Redial

2. Your disp lay s how s information si m ilar to the examp l e ab ove .

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. The number below CALLQ indicates the numbe r of calls in the queue (in some systems CALLQ is replaced by WAIT, which indicates the actua l wa iting ti m e in seco n ds, for th e first call in the que ue).

Number of calls in the queue

553-9094

5551234 T2 CALLQ 026

Forward

Quit Copy

Callers Redial

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

Number of calls in the queue

553-9095

Page 39

Emergency Key

When you have an emergency situation:

Agent features

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

In some systems, this information is also displayed when the Not Ready feat ure is active. The information is updated regularly and is visible until the Not Ready fe at ure is tur n ed off.

Press the Emergency Key. The i nd ic at or flashes while your supervisor is called. When your supervisor pic ks up the call, the LED indicator lights continuously and you have a three-way conference with your supervisor, or yo u can aut omat icall y connect a tape recorder in the event of a threatening or abusive call.

The Emergen cy lamp flashes on the Agent set, and the Answer Emergency lamp flashes on the Supervisor set .

Note: The display shows informati on about the call. Write down this inform ation for future reference, befo re you pre ss the

Emergency Key.

Make Busy

The Make Busy feature logs an agent out when going for brea ks, lunch, or end of day. When th e Mak e Bu s y f ea tu r e is in use, the ACD age nt m u st lo g ba ck into the ACD queue, if the agent has an agent log in.

Page 40

Agent features

To make the set busy:

To make your phone available for incoming secondary directory number calls:

To put your phone into Not Ready state (after making it busy):

Press the Make Bu sy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed.

Press the Make Bu sy Key again. The indicator lamp is flashing and the dis play goes away.

1. Press the Make Busy Key again.

2. Press the InCalls Key .

3. Dial your Agent Id. You are automatic ally in the Not Ready stat e and in the cur r en t ACD que u e.

4. Press the Not Ready Key when you are ready to acc ep t ACD calls.

Note: If y ou are using an agent ID, you mu st log in again to ta ke ACD calls.

Not Ready Key

The agent uses the Not Ready Key, when performing post-call work.

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

1. Press the Not Ready Key. This tak es

you out of the queue.

Note: The non -imme diate cutoff op tio n must be enable d in the Merid ian SL-100 sys tem so that an active call is not terminated when the

Not Ready Key is pressed.

Page 41

Agent features

When y ou are ready to take ACD calls again:

2. Press the Not Ready Key again.

Answer or Make Non-ACD Calls

The individual DN allows the user (agent) to make outgoing calls and to receive non-A CD incom ing ca lls. If the a gent doe s not h a ve a n active cal l when t he Indi vi dual line flashes , the agent can press the individual DN line an d answ er the call.

To make a non-ACD call:

2498

To answer a non-ACD call, when the telephone rings:

2498

Contact your supervisor

To ans wer y our sup ervi sor whe n your phone rings and the Supervisor indicator flashes:

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

1. Press an Individual DN Key.

2. Dial the number you wish to call .

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

Press the Supervisor Key.

1. Press the Hold Key.

Page 42

Agent features

To call your supervisor:

To return to t h e ACD cal l:

To Conference a call with your Superv is or, during a ca ll in progres s:

2. Press the Supervisor Key.

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

Press the In-Calls Key .

1. Press the Emergency Key. The Emergency indicator flashes while your super v isor is ca lled.

2. When your supervisor answers, the Emergency indicator goes on. You now have a three-way con versation with the superv isor and th e ca ll er.

Walkaway and Return from Walk away

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

To Walkaway w h ile in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on th e d i s pl a y):

1. Press the Not Ready Key.

2. Enter the three-digit unavailability code provided by th e sy s t em admini s tr a to r. The Not Ready indicator remains on steady.

3. Disconnect the headset, if leav i n g th e Agent position.

Page 43

To return from Walkaway:

Transfer to InCa l l s Key

Agent features

Note: The non -imme diate cutoff op tio n must be enabled in the Meridian SL-100 system, so that an active call is not terminated when the Not Ready Key is pressed.

1. Connect the headset.

2. Press the Not Ready Key next to the

flashing indi ca tor.

Note 1: If a caller disconnects before you retur n from Walkawa y , the Not Ready indicator flashes. When you return from Walkaway, y ou ar e in N o t Ready mode.

Note 2: On the Meridian SL-100 system, a call on hold prevent s you from activa tin g the Not Ready Key.

This f eatu re en abl es t he Cal l Cent er age nt to tra ns fer an inc omi ng C al l Ce nt er o r ACD call directly to another agent’s InCall s Key in the same customer group. When the second agent is idle at the time t he call is tr an sferre d , the call i s presented to that agent’s InCalls Key; otherwise, the call is queued in a Call Transfer Queue (CTQ).

To tran sfer an incoming Call Center or ACD call to an o t h e r a gent’s InCall s Key :

1. Press the Transfer Key. The other pa rty

is on hold, and you receive dial tone. The LCD indicator light flashes continuously.

2. Dial the second agent’s InCalls Key

directory number.

3. Press the Goodbye Key.

Page 44

Call Center supervisor features

Call Ce n ter supervi s or features

You can a ssign any feature listed in the “Agent features” section to the su pervisor’s telephone (except Supervisor key), as well as the features described in this secti on.

Agent Keys

The Call Agent K eys feature allows you to connect to each agent position. Each

Agent Ke y is linked to a particular agent position. Press the Call Agent Key then th e Agent Ke y for the particular ACD agent, or dial the secon dary or individua l agent

number, to be connected to a particular agent position.

Agent Ke ys also function as an Agent-Status La mp for each agent and allow you to

track the status of ea ch posit ion in the grou p. The foll ow ing sho ws th e meaning of the LCD indicator associated with an Agent Key:

Indicator Agent Status

OFF Agent position unmann ed (Make Set Busy Activated) ON Agent handling an ACD call FLASH Agent waiting on an A CD call WINK Agent bu sy on post-call work (Not Ready Activated)

Answer Agent

When your phone rings and the Answer Age n t indicator f lashes:

To disconnect an agent call:

1. Press the Answer Agent Key.

2. Press the Goodbye Key.

Page 45

Answer Emergency

When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes:

/ /

To disconnect from the emergency call:

Call Agent

To call an agent:

Call Center supervisor features

1. Press the Hold Key if you intend to

return to the call in progress.

2. Press the Answer Emergency Key.

Press the Goodbye Key.

Call Agent

Agent1

To leave Call Ag en t st a te:

1. Press Call Agent Key.

2. Press the Agent Key assigned to the

agent or dial the agent’s position ID.

Press the Goodbye Key.

Use Supervisor Obse rve and the Supervisor Headset Ja ck

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 activ e call at an ACD terminal by connecting the headset into the jack near the Supervi sor Observe Ke y on an agent’s telephone. The

Page 46

Call Center supervisor features

LED remains dark to denote that the supervisor ca n hea r the conv ersation while the microphone for th e supervisor’s headset is muted.

To use the Supervisor Observe feature, the supervisor plugs t he headset into the agent telephone.

To use the Su p ervisor Obser ve feature for a two way conversation:

While the headset is plugged in, press the

Supervisor Observe Key. The LED lights

continuousl y and the supervisor can parti cipate in the conversation .

To mute the Supervisor headset:

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

Controlled Interflow

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

The supervisor act ivates Controlled Interfl ow when the waiting time for the queue exceeds its threshold.

To activate Controlled Interflow:

ConIntrFlw

To stop Co ntrolle d Interf low :

ConIntrFlw

Night Service

To enter Night Service:

NightSvc

Press the Controlled Interflow Key. The indic ator flashes and excess calls are ro u ted to the destination.

Press the Controlled Interflow Key again.

Press the Night Service Key. The indic ator l ights conti nuousl y. All c alls in

the queue and new calls receive Night

Page 47

Exit Night Service:

Call Center supervisor features

Service, or ar e handl ed in a way desi gned for your system.

NightSvc

Observe Agent

To observe an agent :

Agent1

To t alk to an agent you are obser ving, and partic ipate in th e conversation:

Call Agent

Press the Night Service Key a sec o nd time. The indicator goes off. New calls enter the

queue.

1. Press the O bserve Agent Key. The

Observe Agent indicator goes on.

2. Press the Agent Key or dial the agent’s

position InCalls number. You can listen to the agent and caller’s conversation.

Repeat this st ep to observe another agent.

1. While observing an agent. Press the

Call Agent Key. You now have a

conference with the agent and the caller.

To leave the Ob s erv e state :

2. 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.

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Call Center supervisor features

Display Agent Status

The Display Agent feature gives you a summary of the current status of all agent positions for which you have Agent Keys information displayed.

DisplayAgt

Agent positions not logged in

Agent positions available to receive calls

1. Press the Display Agent Key. The display shows a summary of the current status of all agent positions in the ACD group. If you supervise other ACD groups, you need a Display Agent Key for each group.

2. Press the Goodbye Key to clear the

display.

NMD IDL NR SDN ACD 1 2 1 0 8

Forward

Quit Copy

Callers Redial

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

3. Your disp lay s how s information si m ilar to the examp l e ab ove .

Note: The information is displayed for 12 seconds, until you press another feature ke y, or until a call is presented on your In-Calls Key.

Page 49

Call Center supervisor features

Display Queue Status

The Display Queue Status fea ture allows you to a ccess the status of calls in a n ACD Queue. Information displa yed includes: number of calls waiting in the queue, number of agents’ positions occupied for that queue, and the call waiting time (s ec onds) for the oldest call in the queue. To display information on your ACD queues:

Dsply Queue

Number of calls waiting in the ACD call queue

Number of calls logically queued for this group

DispQue

1. Press the Dsply Queue Key or Waiting

Calls Ke y for the ACD group you wish

to disp lay.

INC LOG AGT WAIT 1 0 6 14

Forward

Quit Copy

Callers Redial

2. Your disp lay s how s information si m ilar

to the examp l e ab ove .

Note 1: The Dsply Queue Key can be configured on your M3905 ACD tel ephone as a fixed key (using the Display Que key cap) or as a Progra mmable Lin e/Feat ure Key (self-labeled) that displays DisplayQue.

How long (in seconds) the first call in the highest priority queue has been waiting for an agent

The number of agent positions available to answer calls

553-9096C

Note 2: The information is displayed for 12 seconds, until you press another feature ke y, or until a call is presented on your In-Calls Key.

Page 50

Your telephone non-ACD call features

This section des cribes some non-A CD features commonly used for call processing. Your telephone system administrator assigns features to your programmable feature keys. Whene ver this guide desc ribes a procedure that requires special codes, ask your teleph one system administrator to provide these to yo u .

T o access a feature, press a Feature Key or enter a Feature Access Code (FA C). The system administrator supplies you with Feature Access Codes.

Note: In order to use a feature de sc ribed in this section, your s ys tem software must support the feature and the feature must be assigned to your telephone. Check with your system administrator for more details.

Make a Ca ll

This sectio n des cribes features you can use when making a call. There are several ways to make a call from your M3905 Call Center Digital Telephone.

Note: If your M3905 ACD telephone is equipped with a handset, you must lift the handset and press a DN or ACD DN to get a response in the handset.

To make a call:

2498

1. Press the Individual DN Key (non-A CD Key).

2. Dial the number.

Note: If you are not in Not Ready or Make Busy mode while you are on a call on your Indivi dual DN line, the call is put on hold enabling you to answer the ACD In-Calls line. Howe v er , if you a re on an A CD cal l and a call comes in on your Indi vidual DN line, you cannot put your ACD call on hold to answer your Individual DN line call.

Page 51

Make a Call

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 tha t the a ppropriat e access co d es ar e inc l ud e d.

Note 2: Press the Pause Key to in s ert a

1.5-second pause in the dialing string.

2637

2. Press an Individual Line (DN) Key to

receive dial to n e. The displayed pre dialed number is

automatically dialed.

Note: You cannot use the Predial feature if the Liv e dial pad feature is acti ve.

Aut o Dia l

Auto Dial allows you to dedicate a feature key to a specific telephone number. When the Auto Dial Key is pressed, the number is dialed automatically.

To program Auto Dial:

2498

Purchasing

To use the Auto Dial number:

AutoDial

To displ ay an Auto Dial num ber:

1. Select an Individual DN Line.

2. Press the associ ated Aut o Dial Key.

This automatically dials the number.

1. Press the configured Auto Dial Key.

The number appears on the dis play.

AutoDial

1. Press the appropriate Auto Dial Key.

2. Dial the telephone number (including

access code) you want to store on the

Page 52

Make a Call

Aut o Dial Key.

AutoDial

3. Press the Auto Dial Key a second time. The numbe r is stored on the key you selected.

Note: Use the Change fe ature key label option (Option Key) to personalize the Auto Dial label.

Redial Last Number Called

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

Last Number Redial:

2498

1. Press a line key.

2. Press the Octothorpe (#) Key two times. The last num ber dialed is automatically redia led.

Note: Your system administrator must configure this feature for your tele phone.

Activate Ring Again

The Ring Again feature allows you to automatically redial a number that is busy. If you recei ve a b usy tone when you try to reach someone in your private network, press Ring Again. The activated Ring Again features provides you with an audible tone notification when that person is available or has used the telephone.

To use Ring Again:

RingAgn

To call a Ring Again party when you receive not i fic at io n :

2498

1. Dial an individual DN and receive a busy tone.

2. Press the Ring Again Key. The screen displays RING AGAIN IS

ACTIVE.

When the number you want to reach is available you hear the Ring Again tone.

1. Press the Individual DN Key, you receive dial to n e.

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Make a Call

RngCall

To cancel Rin g Again befor e notification

CanclRA

2. Press the Ring Call Key.

Press the Cancel Ring Again Key. The screen displays RING AGAIN IS

CANCELLED.

Speed Call

Speed Call all ows you to automatically dial frequent ly ca lled telephone numbers by entering a one- or two-digit code. Contact your system administ rator to determine the capacity of your Speed Call list. A tele phone designated as a Spe ed Ca ll Controller can program or edit the Speed Ca ll list. This feature must be en abled by your system 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- or two-digit code.

Use the Delete Ke y if y ou mak e a mistake . U s e th e Cancel Key to leave the scre en witho ut s to ring a speed ca ll number.

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

3. Dial the associated tel ep h one

number. Use the Delete Key or

Cancel Key if you make a

mistake . U s e th e Done Key to leave the scre en witho ut s to ring a speed ca ll number.

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Make a Call

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

Note 2: Pre ss the Pause key to insert a

1.5-second pause in the dialing string.

Done

To make a Spe ed Call:

1. Lift the handset.

SpcCtrl SpcUsr

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

2. Press the Speed Call Controller Ke y or the Speed Call User Key. The screen display s ENTER CODE.

3. Dial th e Speed Call co de assigned to the telephone number. The number is automatically dialed.

System Speed Call (Network Speed Call)

System Speed Call (Network Speed Call) allows you to dial Speed Ca ll codes and override all restrictions while on the call. The System Speed Call feature is set up by your system administrator on the system. It is a speed dial number that is common to many users, therefore it is set up on the system, not your des ktop telephone.

To make a Sys tem Speed Call:

2498

SSCuser SScCtlr

1. Press the Individual DN Key.

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

3. Dial the Spee d Call code as signed to the number you want to dial.

The number is automatically dialed.

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Make a Call

Intercom Call

The Group Intercom feature connects a group of people through a Gpintercom Ke y. You can use the Group Intercom feature to cal l a memb er of your intercom group by pressing a one-, two-, three-, or four-digit code (depending on the size of your group). Your telephone can be a member of several diffe rent Group Intercom groups. Each group mu st have a diff erent Gpintercom Key. Yo ur system administrator must se t up the intercom group(s).

To make an Intercom call:

Gpintercom

To answe r a G rou p In te rcom call while on a line other than yo ur Gpinte rc om line:

Gpintercom

1. Press the Gpintercom Key.

2. Dial the intercom code digit(s).

1. Press the Hold Key to put the

current call on hold.

or Press the Goodbye Key to end

the call.

2. Press the Gpintercom Key and

begin to spe ak.

Group Intercom All Call

The Group Intercom All Call feature connects members of a Group Int ercom group with a conference. You can si multaneously page up to 29 predefined members of the same Group Intercom group. Group members hear the page over their telephone set speaker and can respond to the originator, if required. You r system administrator must set up thi s fe ature.

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Make a Call

To make a Group Intercom All Call conference:

Gpintercom

1. Press the Gpintercom Key.

2. Press the Octothorpe (#) Key to activate the Group Intercom All Call feature . You hear ringing.

Note: Members can enter or leave the conference, or you can page the m em bers.

3. To page members who have not answer ed , p re s s th e Gpintercom Key again to establish the one-way paging link.

4. Make the page announcement, which is heard by members over their built-in speaker.

5. Press the Gpintercom Key again to close or lock the conference.

Note: You can only page once. Members can enter or leave the conference before it is locked. When it is locked or closed, any additional Gpintercom presses are ignored.

Intercom Call on a Predesignated Set

The Intercom feature allows you to directly, automatically terminate on a Predesigna ted telephone set. Your system administrator must set up this feature.

To make an Intercom call to a Predesignated Set:

Intercom

1. Press the Intercom Key. You hear ringing.

2. The other party hears ringing and their

Intercom Key lamp flashes.

3. The other party can answer the call by pressing th e Intercom Key.

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Answer a Call

After a two-second delay, an automatic connection is made, and the other party can hear the message over the speaker.

Individual Page from Group Intercom

The Indivi dual Page from Group Intercom feature allows a Group Intercom member to page another group member using the Handsfree speak er.

To make an Individual Page from Group Int ercom:

Gpintercom

1. Press the Gpintercom Key.

2. Dial the appropriate Group Intercom

code digits.

3. After the first ring, press the

Gpintercom Key again. A

one-way connec tion is establishe d, and you ca n talk ov er the speaker.

Answer a Call

When you receive an incoming call on your Individual DN Key, your telephone rin gs and the LCD indicator flashes .

To answer a call:

2498

Note: If you have the ha nds et option and you pickup the hands et, you must also press a DN key, otherwise the handset is not opera ble. However, you can terminate a call by replacing the handse t in the cradle.

Press the Individual DN Key to answer a non-ACD call. The icon beside the Individual DN Key flashes.

Page 58

While you are away from your desk

Call Forward

On an ACD set, Cal l Forward can only be used on your Individual DN. It cannot be used in conjuncti on with your A C D DN. Call Forwa rd all ows you to transfer your Individual DN calls to ring at another DN. If the telephone is in the process of ringing, you cannot forward that call.

To forward your personal directory number call s or change the forward number:

Forward

Done

To view the num ber that your calls are bei ng forwarded to:

CheckFw

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 th e Delete Key to dele te the prev ious digit(s). Pr ess Cancel to leave this screen without forwarding your telephone.

3. Press the Done Key to activate Call Forward.

1. Press the Check Forward Key.

Done

2. Press the Done Key to return to th e previous sc ree n.

This action leaves Call Forward active.

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To cancel Call Forward:

While you are away from your desk

CheckFw

CanclFw

1. Press the Check Forward Key.

2. Press the Cancel Forward Key.

Forward an Internal Call (Call Forward Busy/Don’t Answer Split)

The Call Forward Busy/Don’ t Ans w er S plit feature allows you to:

• Forward an incoming call that originated internally from a DN in the same customer group as you, to anot her DN in your customer group.

• Forward a n incomin g call th at orig ina ted from a DN out side of your c ustom er group, to another DN outside of your customer group.

By activating the Cal l Forward Busy featu r e your calls are auto matically redirecte d to another telephone if your DN is busy. By activating the Cal l Forward Don’t Answer feature, your calls are automatically redirected to another station if you cannot answer the calls within a predefined number of rings. Contact your system administrator to set up this feature, and for the feature access co d e (FAC).

To forward an internal call to a predefined DN when your individua l DN is bus y or whe n you do not answer within a prede fined number of rings:

To forward an internal call to a DN that has not been prede fined by your system administrator:

Dial the appropria te F A C. You receive a confirma tion tone if the Call Forward Busy or Call Forward Don’t Answer activation is successful.

1. Dial the appropriate FAC. Yo u

receive a confirmation tone i f the Call Forward Busy or Call Forward Don’t Answer activation is successful.

2. Dial the DN where you want to

forward your calls.

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While you are away from your desk

To cancel Call Forward Busy/Don’t Answe r Split:

Dial t h e ap propriate FAC again. Yo u receiv e a confirmat ion tone.

Call Forward – Remote Activation

On an ACD set, the Remote Call Forward feature works only with your Individual DN. Remote Call Forwa r d allows you (from any telephone other than your own) to activate, deactivate, or change call forwarding to a new destination.

To activate Remote Call Forward:

1. From a telephone ou tside the system, dial your remote access directory number and wait for the prompt.

2. Enter your individual system DN plus PIN number follo wed by t he number sign.

3. Enter the Call Forwarding authorization code followed by the number sign.

4. Follow the pro mpts to a ct iva te , deactivate, or change Call Forwardi ng to a new destination.

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While on an active call

Place a call on Hold

Use the Hold feature when you are on the line with one party on your secondary or Individual DN, and a second call comes in on a second line. You can answer the second call and retain th e original non-A CD call by putting it on Hold.

To place a call on Hold:

Press the Hold Key. The LCD

indicator flashes beside the line on hold.

Note 1: If Automatic Hold is enabled, the activ e call is automatic ally put on Hold when you answer the second call.

Note 2: On the Meridian SL-100 system, Aut omati c Hol d is the defa ul t feature.

Note 3: The caller he ars music, if music is configured on your system.

To retrieve a ca ll on hold:

2498

Press the DN Key beside the flashing LCD indic ator.

Transfer a Call

Use the Trans fer feature to redire ct a call on yo ur Indi vidu al DN (non-A C D) to a third p ar ty.

To use the Transfe r feature to direct a call to a third party:

Trans

1. Press the Transfer Ke y. Th e

other party is on hold and you receive d ial tone. T h e screen displays CALL ON HOLD, DIAL NUMBER.

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While on an active call

2. Dial the DN number where you are tran sferring the call.

Swap

Connect

To go back to the or iginal call, if the tra nsf er is in com pl ete o r the person you at tempt to transfer to is unavailable:

2498

Blind Transfer Recall

3. Press the Swap Key to move between talking with the or iginal caller an d th e new c al le r.

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) Ke y next to the flashing LCD indicator or ic on to rec onnect to the original call.

Blind Transfer Recall gives you a reminder tone when a call you transferred is not answered within a specifi c amount of time.

To use Bli nd Transfer Recall:

1. Press the Transfer Key. It puts the call on hold and you hear dial tone.

2. Dial the number to which you w ant to transfer the call.

Trans

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If the transferred call is n ot answered, your telephone rings:

While on an active call

2498

Trans

1. Press a DN Key. You connect back to

the original caller.

2. Press the Transfer Key and repeat the

transfer (to a different DN), if desired.

Note: Check with your system administrator about the leng th of your recall timer.

Call Park

Call Park allows a call to be held temporarily, then retrieved from any other DN. You can park an incoming call, then page the called party. When you use Call Park you do not tie up a line. Your office may have a System Park DN wher e most calls get automatically parked.

To Park a call on your own DN:

Park

1. While on an active call, press the

Park Key.

The scree n displays PARK on the first line. On the next or bottom line, the screen displays CA LL PARKED.

This call is automatically parked into the system.

To Park a call on a DN other than your ow n DN:

DirectPark

1. Press the DirectPark programmable

line/ f ea tu r e Key.

2. Dial the D N where you want the call

parked, or press the Octothorpe (#) Ke y twice to park the call on the System Pa r k extension .

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While on an active call

To Park a call using the FAC:

Trans

To retrieve a parked call

2498

DirectPark

1. Press the Transfer Key.

2. Dial the Call Park FAC

If you do not want the call par ked on your own DN, dial a DN where you want to park the call.

1. Press a DN Key.

2. Dial the Call Park FAC or press the DirectPark Key.

3. Dial the DN where you parked the call.

Note: If a parked call is not retrieve d within a specified period of time, it rings back to your telephone or to the attendant . Che ck with your system administrator to dete rmine your specified period of time.

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While on an active call

Charge a Call or Charge a Forced Call

Charge a Call or Charge a Forced Call allows you to enter a billing number for charge-back purposes. The account code can be from 2 to 14 digits. You may be prompted to enter an account code, or you may voluntarily enter an account code wh en an in co mi n g ca ll is an s w e r ed . Ch e ck w it h yo ur s y st em administrato r o r supervisor for ac co unt codes and the fea t u re access code (FAC).

To enter an account code when prompt ed by the Meridian SL-100 system:

1. Dial the telephone numb er you

To enter an account code vol untarily when an incoming call is ans w ered:

are calling.

2. When prompted by the telephone

system with a tone, dial the account code digits.

1. Answer the incoming call and ask the

calling party to hold.

2. Flash the hookswitch.

3. Dial the FAC.

4. When you receive dial tone, dial the

account code digits.

5. Flash the hookswitch ag ain to return to

the call.

Inspect Key

The Inspect Key allows you to be on an active call and display a second caller’s name without interfe r ing with the current call in progress.

Note: If Auto Di sp lay is enab led, the Ca lli ng Line Iden tificati on for the seco nd call automatically displays.

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While on an active call

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

Inspect

2498

While on a call, you hear the call waiting tone.

1. Press the Inspect Key.

2. Press the flashing DN Key. The call waiting information appear s on the display.

Note 1: The display information on the incoming call does not interfere with the current call in progre ss.

Note 2: You can use the Inspect Key with other feature keys to display information associated with t h e f eature keys.

Trace a Malicious Call

Malicious Call Hold provides a way for you to trace nuisance calls. Note: If available on yo ur sy s te m, Customer Orig in ated Trace is an o t he r fea -

ture that provides a way for you to trace nui sa nce calls.

To trac e a call:

MALCSHold

2498

If you do no t have a

MALCSHold key:

Trans

1. Press the Malicious Call Hold Key.

2. If you wish to return to the call, press the DN beside the flashing LED indicator of the call.

1. Press the Transfer or 3-way Call key.

2. The calling party is placed on hold and you receive a special dial tone.

3. Dial the M ALCShold FAC.

4. You are automatically reconnected to the calling party.

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Incom in g ca l ls

Incomi n g calls

Answer Call Pickup

Call Pickup allows you to pick up a call from any telephone in the same Pickup Group or another Pickup Group.

To answer a call in you r own Cal l Pickup Group:

Pickup

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

DNPickup

1. Press the DN key.

2. Press the Pickup Key.

1. Press the DN key.

2. Press the Pickup Key or dial the

Direct ed Pickup FAC. You will hear a special dial tone.

3. Dial the extension numb er of the

ringing telephone.

Page 68

Incoming calls

Call Waiting

Call Waiting lets you put your current ca ll on Hold, whil e you answer the next call. For ex am ple: The attendant routes an ou tside call to you when you are already on a call. Call Waiting allows you to recognize an incoming call and respond to it.

To answe r an in co m ing call wh il e o n another call:

1. Press the Hold Key when you

hear a tone and the call waiting status icon appears.

Note: The Hold Key is optional. You can just press the Call Wait Key as in Step 2.

Call Wait

To return to your first telephone call:

2498

or or

2. Press the Call Wait Key to answer the call.

1. Press the Hold Key if you want to put the second call on hold.

Press the Goodb ye Key to end the second call.

2. Press the DN key associated with the first call to continue that conversation.

Page 69

Talk with more than one person

Talk with mo re than one person

Set up a conference call

You can set up a confer ence call for up to six people (this includes yourself). Contact your sy st em administrator to find out the maximum number of peop le you can join in a confer ence on your sys tem. On the M3905 Ca ll Cent er Tele phone, this feature is available on your Individual DN Key.

To set up a conference call:

Conf

Swap

If the person you added to the conference is unavailable:

2498

Connect

1. While on a call, press the Conference

Ke y. The other party is on hold and you recei ve dial tone. The screen dis plays CALL ON HOLD, DIAL NUMBER.

2. Dial the number of the person

you want to add to th e conferen ce call.

3. Press the Swap Key to move

between talking with the or iginal caller an d th e new c al le r.

4. Press the Connect Key to

complete the conference.

1. Press the Goodbye Key.

2. Press the Line (DN) Key with the

flashing icon to ret urn to your origin a l call

Page 70

Talk with more than one person

Conf

Call Join

To conne ct a call on Hold (on a different line) to your current call:

1. Press the Conference Key .

2270

2. P r ess the key tha t ha s th e calle r that yo u want to conn ect to your current call.

Connect

3. Press the Connect Key.

The person on Hold joins your conversation.

Preset Conference

The Preset Confere nce featur e allo ws you to estab lish a pre set conferen ce with up to 25 conferees by di aling a specific directory number (DN). When the DN is dialed, the Preset Conference feature simultaneously rings all of the preselected conferees. Contact your system administrator to set up the prede fined conferees an d obtain the Preset Conference DN.

To acti vate Preset Conference after your sy stem admini strat or sets up the predefined conferees:

1. Dial the Preset Con f erence DN digits.

2. When the first conferee answers, the conference begins. Other conferees are add ed to the co n ference as they answer.

3. W h en al l co n f erees disc o nn e ct , th e conference is term i n at ed .

Note: At leas t one member o f th e conference must be a tele phone on the Meridian SL-100 system. When all members of the conference on the Meridian SL-100 system disconnect, the conference is term i n at ed .

Page 71

Call features

Call feature s are accessible on Fixed Keys, Programmable Line/Fea ture Keys and Programmable Feature Keys.

Use Privacy Release

Priv ac y Rel ease allows one or more people who shar e your non -AC D DN to join your call.

To use Privacy Release in an established state:

PrivRls

To cance l Privacy Rel ease if another pa rty did not join the call:

2498

1. Press the Private Release Key while

you are on a non-ACD call. One person can now join the call, if they press the same non-A CD DN key on their telephone.

2. Repeat Step 1 abov e to joi n addi ti onal

appearances of the DN.

Press the non-ACD DN key for which the Privacy Release feature is active. If another party did not join the call, the Privacy Release feature will become inactive.

Paging

If your system is equipped with a paging system, you can page a person. Check with your system administrator to find out whet her your system has this capability and to get the Feature Access Code.

To use Pagin g:

2498

1. Press your non-ACD DN key.

2. Dial the Paging Feature Access Code

(FAC ). A net w ork connection is establishe d with the paging access trunk. This provides access to lo u d speaker paging equipment.

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Call features

Busy Override

The Busy Override feature allows you to gain access to a busy station by pressing th e ExeBusyOvd Key.

To activate Busy Override after receivin g a bu sy ton e:

ExeBusyOvd

1. Press the ExeBusyOvd Key .

Note 1: If Busy Override is valid for the station being called, you hear silence.

Note 2: If Busy Override is not valid for the st ation be ing ca lled, yo u hear a reorder tone.

2. The connected partie s hear a Busy Override warning tone. After this tone, a three-way call connection is es tablished.

3. You can disconnect the third party from the calle d party by pressing th e ExeBusyOvd Key again.

or You can give a message to the

called party and then press the

Goodbye Key to release fr om the

call

Note: If the calle d party has Busy Override with Call Waiting options, your call is call waited when active with Busy Override.

Make an Announcement over the Call Page

Call Page allo ws you to make an announc ement o v er the page s yste m. To ma ke a page call , di al the pag e ac cess cod e.

Note: When attendant consoles use the Page Key, it overrides the telephones.

Page 73

The telephones disconnect and must re-acce ss the page access code.

Connect to Call Page feature:

Call features

2498

Disconne ct the Call Page f eature:

1. Press an Individual DN key.

2. Dial the p age access code. The connection to the page system is

complete.

Press the Goodbye Key

Use Station Camp-on

This feature al lo ws you to exte nd an incom ing cal l to a bus y sta tion. When t he bus y station becomes idle, it automatic ally rings and is connected to the waiting call . If this featur e is act ivated for the telephone, whe n a ca ll is transferred to a busy line:

• You receive a visual indication that the line is busy.

• The calling party that is transferred hears ringing (or, if provided, music or an announcement).

• The busy party hears a ca ll-waiting tone. If the camped-on call is not ac cepted, it returns to you after a specifie d amount of

time. Contact your sy st em administrator for the specified amount of time.

To activate Station Camp-on after answering an incoming telephone call:

Connect

1. Press Transfer Key. The other party

is placed on ho ld, and you r eceive di al tone. The screen displays CALL ON HOLD, DIAL NUMBER.

2. Dial the destination DN digits.

3. Press the Connect Key to

complete the transfer.

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Class features on IVD sets

Anonymous Caller Rejection (ACRJ)

This feature allows you to reject incoming calls on your indi vidual DN for which callin g nam e/number information has been intentional ly blocked. Only calls in which the information is blocked are rejected. This feature is activated using a f eature access code (FAC).

Note: Av ailability of this feature depends upon your Meridian SL-100 system software and netw ork connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Anonymous Caller Rejection:

2698

To deactivate or cancel Anonymous Caller Rejection:

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature activation.

3. A recording or confirmation t one tells you that Anonymous Caller Rejection is activated.

1. Press your Individual DN Key.

2. Dial the FAC digits for feature deactivation.

3. A recording or confirmation t one tells you that Anonymous Caller Rejection is cancelled.

Automatic Callba c k (AC B )

This featur e al lows you to enter a FAC that automatically sets up a call to the last DN you dialed on your Individual DN, rega rdless if the call was answe r ed, unansw ered, or busy.

Note: Av ailability of this feature depends upon your Meridian SL-100 system software and netw ork connections. Check with your system administrator for availability of the feature and the FAC.

Page 75

To activate or tu rn ON Auto ma tic Callback after you have dialed a telephone number:

Class features on IVD sets

1. Press the Goodbye Key to disconnect

the call

2698

To deactivate or cancel Automatic Callback:

2698

2. Press your Individual DN Key.

3. Dial the FAC digits for feature

activation.

4. Follow the instructions provided by

the announcement.

5. Press the Goodbye Key again, or

replace the handset to disconnect.

6. When your line is idle, and the called

party line is idle, your tele phone rings.

7. Answer the call, and you hear normal

ringing.

1. Press your Individual DN Key.

2. Dial the FAC digits for feature

deactivation.

Automatic Re call (AR)

This featur e al lows you to enter a FAC that aut oma tically sets up a ca ll to the DN of the last incoming cal l on your individua l DN.

Note: Av ailability of this feature depends upon your Meridian SL-100 system software and netw ork connections. Check with your system administrator for availability of the feature and the FAC.

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Class features on IVD sets

To activate or tu rn ON Auto matic Recall:

2698

To deactivate or cancel Automatic R ecall:

1. Press your Individual DN Key.

2. Dial the FAC digits for feature activation.

3. An announcement may provide additional instructions or announce the number of the last incoming call, and provide you with a ch o i ce of wheth er to continue the recall or abort it.

4. If you continue the recall , the Automatic Recall feature calls the last number th at called you; or, if the number is busy, it continues trying until the line is idle.

5. When both lines are idle, Automatic Recall rings your telephone. Answe r the te lephone , and you hear normal ringi ng.

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature deactivation.

Customer Originated Trace (CO T)

This feature allows you to activate an im mediate trace of the last incoming call, without requiring prior approval and manual intervention by your system administrato r. Cust om er O ri g in a te d Trace ca n b e ac tivate d on a per-call basi s . Th i s feature can be acti vated using a feature key or by entering a FAC. This feature c an be used to initiate a trace of an ACD call terminating on your InCalls Key.

Note: Av ailability of this feature depends upon your Meridian SL-100 system soft-

Page 77

Class features on IVD sets

ware and netwo rk connections. Check with your system administrat or for availability of the feature and the FAC.

To activate or turn ON Customer Originat ed Trace after receiving a harassing or prank telephone call:

1. Press the Goodbye Key to disconnect

the call

2698

CustOrigTr

2. Press your Individual DN Key.

3. Press your CustOrigTr Key or dial

the FAC digits f o r f eature ac tiv ation.

4. An announcement tells you if the call

was successfully traced or not.

5. Press the Goodbye Key again to

disconnect. The feature deactivates.

6. Contact your system adminis trator fo r

follo w-up actions.

Calling Name/Number Delivery Blocking (CNNB)

This feature allows you to contr ol the display of your individual DN or your name and DN for a terminating call on a per-call basis. Instead of your name and/or telephone number being displayed, the word P RIVATE is displayed on the called party’s telephone display. Calling Name/Number Del ivery Blocking is activated by dialing a FAC.

Note: Av ailability of this feature depends upon your Meridian SL-100 system software and netwo rk connections. Check with your system administrat or for availability of the feature and the FAC.

To block your name and telephone numbe r from the displa y on a terminating call yo u want to make:

2698

1. Press your Individual DN Key.

Page 78

Class features on IVD sets

2. Dial the FAC digits for feature activation.

3. Listen for the confirmation tone or announcement, followed by dial tone.

4. Place the telephone ca ll.

Selective Call Forward (SCF)

This feature allows you to selectively program a list of up to 31 DNs from which calls on your Indi vi dual DN are to be rejec ted or bloc ked. The incoming calls that are o n the list are routed to an announcement or other call tr eatment. This feature is accessed by dialing a FAC.

Note: Av ailability of this feature depends upon your Meridian SL-100 system software and netw ork connections. Check with your system administrator for availability of the feature and the FAC.

To activate or turn ON Selective Call Forward:

2698

1. Press your Individual DN Key.

2. Dial the FAC digits for feature activation.

Listen to the announce ment for instructions on how to activate , de ac tivat e, change, o r review your Selective Call F orward list of telephone numbe rs.

Page 79

Directory display and navigation

Wit h the M3905’s dis play, you can vie w two lines of information. The figure below shows the status once you log into the direc tory.

01 Directories 

Personal Directory Call Log (Callers List) 

Select 

Quit Copy

553-9092

Access your Callers List, Redial List, or Personal Directory

To acce ss the M3905 Dir/ 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 can begin searching the directory us ing the tel ephone’s dial p ad . See “Sear ch for an entry” on page 92.

2. Use the Navigation Keys to highlight

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

3. Press the Select Key.

Page 80

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



To exit the D ir/Log :

Quit

Redial



Press the Callers Key to access the Callers List, or press the Redial Key to access th e R ed i al Lis t .

Press the Quit Key or the

Directory/Log Key to exit.

Dir/Log

Directory password protection

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

To enable password protection:

Dir/Log

Password Administration

1. Press the Directory/Log Key.

2. From the Directories menu, use the

Navigation K ey s to hi ghli ght

Administration

Pas s wor d

Selec t

3. Press the Select Key. The Password

Administration menu appea rs with

Password enabled: OFF

4. Press the Select Key again to select

Password enabled: OFF

5. Press the On Key to enable password protection.

6. Dial the password.

highlighte d.

Page 81

Directory display and navigation

Enter

Done

Quit

Dir/Log

To disable Perso n a l D irector y password:

Dir/Log

7. Press the Enter Key.

8. Dial the password again to conf ir m 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

Selec t

2. Dial the password.

3. Press the Enter Key.

4. Use the Navigation Keys to highlight

Password A dministrat ion

5. Press the Select Key. The Password

Administration menu appea rs with

Password enabled: ON

high light ed .

Page 82

Directory display and navigation

Selec t

Off

Done

Quit

Dir/Log

6. Press the Select Key again to select

Password enabled: ON

7. Press the Off Key to disable password protection.

8. Press the Done Key to save changes.

9. Press the Quit Key or the

Directory/Log Key to exit.

Page 83

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 call s, or record no incoming calls.

The Callers Li st stores incoming cal ls, and the Redial List stores outgoing calls in order of date and time re ce ived/made. The oldest call is stored at the top of the list. The newest call is st or ed at the bottom of the list.

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

Access and use the Callers List

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

Dir/Log

Call Log (Callers List)

Selec t



New



Old

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

Callers



1. Press the Directory/Log Key.

2. Use the Navigation Keys to highlight

Call Log (Callers List)

3. Press the Select Key.

4. Press the New Key to go to th e top of the

new cal ls li st, or pre ss the Old Ke y t o go to the top of th e old ca ll s list.

Press the Callers Key. You are presented with the f ir st call in the new calls list.

Page 84

Call Log

To make a call from the Ca llers List:

2498

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

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

Note 2: Press the Pause Key to insert a

1.5-second pause in the dialing string.

Dial

2. Press the Dial Key to call the number selected and press your non-ACD line key. You leave the Callers List when you make th e call.

To exit the Callers List without making a call:

Quit

Press the Quit Key or the

Directory/Log Key to exit.

Dir/Log

Access and use the Redial List

The Redial Li st reco rds your last 20 ou tgoing c al ls and ca n be pa ssw ord prote ct ed. On the M3905, you can copy these numbers to your Persona l Directory.

To acce ss the Redial List using the Dir/Log Key:

Dir/Log

1. Press the Directory/Log Key.

2. Use the Navigation Keys to highlight

Call Log (Redial List)

Selec t

3. Press Select.

Page 85

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

Call Log

Redial



To make a call from the Redial List:

2637

Dial

Press the Redial Key. You are presented with the m o st rec en t ly di al ed n umber.

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 co d es ar e inc l ud e d.

2. Press the Dial Key and press your

non-ACD line key. Your call is automatically dialed and you exit the Redial List.

Page 86

Use the Personal Directory

The Personal Directory provides a personalized directory of names and telephone numbers. The Persona l Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entr ies (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 entri es with the “AddNe w ” Key or by using the Personal Directory PC Utility application . Th e Personal Directo r y PC Utility uses an accessory cartridge to connect your PC and your M3905 telephone. You can create a directory on your Persona l Computer and transfer it to your M3905 Call Center telephone.

Access the Personal Directory

Dir/Log

Select

Add a Personal Directory entry

After accessing yo ur Personal Directory:

AddNew

1. Press the Directory/Log Key.

2. Press the Select Key in the Directories menu to select

Note: When you press the Directory/Log Key, your Personal Directory is automatically selected. At this point, you may be gin searching the directory us ing the tel ephone’s dial p ad . See “Sear ch for an entry” on page 92.

1. Press the AddNew Key.

2. Dial the new name.

Personal Directory

Page 87

Example: To enter the name an d telephone number for Chris:

Use the Pers o na l Di re ct o ry

1. Dial the name using the key pad. Note: Press the Up Navigation Key to

access sp ec ial chara cters you may want to include in the name. Use the Navigation Keys to loc a t e th e ch arac te r y o u want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a specia l ch aracte r.

ÛÛÛ

ÝÝ ààà ÝÝÝ

àààà

2. Press the dial pad Key with the desired

letter repeatedly until that le tter appear s 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 dif ferent-from- last key is pressed, or afte r a sh ort pause.

4. Press the Next Key.

5. Use the dial pad to enter the telephone

number associated with the name entered ab ove.

Note 1: If you are adding a n externa l or long distance numbe r, be sure to inc lude the access codes required by your s ys tem 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.

Done

6. When you have finished entering all of

the digits, pres s the Done Key to save the ch an g es.

Page 88

Use the Personal Directory

Quit

Dir/Log

Add an inco ming c all

Copy

Dir/Log

Clear

7. Press the Quit Key or the

Directory/Log Key to exit.

1. Press the Copy Key.

The displays shows the message

Copy to

2. Press the Directory/Log Key.

3. Press Next to copy the in coming call

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

Press Delete to make changes to the name before savin g. Edit the name usin g the dia l pad, Delete, and Case Keys as needed.

Done

4. Press the Next Ke y . 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.

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.

Page 89

Use the Pers o na l Di re ct o ry

Quit

Dir/Log

Add an outgoing call

Copy

Dir/Log

Done

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.

1. After the person you called answers,

press the Copy Key. The displays shows

2. Press the Directory/Log Key.

3. Add the name, using the dial pad,

Delete, and Case Keys as needed.

4. Press the Next Key.

5. Press the Done Key to save the changes .

Copy to

Quit

Dir/Log

6. Press the Quit Key or the

Directory/Log Key to exit.

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

Delete or edit a Personal Directory entry

To delete a Personal Directory entry:

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

2. Press the Delete Key to de le te the currently highlighted entry in your Personal Directory.

Delete

Page 90

Use the Personal Directory

Yes

To edit a Personal Directory entry:

Edit

Done

3. Press the Yes Key to confirm the

deletion.

1. Press the Edit Key to c hange 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 86 for an example of how to use the dial pad to enter names.

4. Press the Next Key. Edi t the number if necessary.

5. Press the Done Key to save the changes .

Quit

Dir/Log

Delete your Personal Directory

To delete your Personal Directory:

DelList



Yes



6. Press the Quit Key or the

Directory/Log Key to exit.

1. Press the Delete List Key. The display shows

entrie s?

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

Delete all

Page 91

Use the Pers o na l Di re ct o ry

Directory with no change s made.

Quit

3. Press the Quit Key or the

Directory/Log Key to exit.

Dir/Log

Use the Personal Directory to make a call

To use the Personal Directory to make a call:

1. Use the Navigation Keys to highlight

the desired name or number.

Purchasing

Dial

Note: If you are dialing an external or long distance number, be sure that your directory entry i n cludes th e access co des required by your system to make an e xternal or long distance call.

2. Press the Dial Key and press your

non-ACD line key.

Use Card View

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

To look at the Card View :

Purchasing

To dial from the Card View:

1. Use the Navigation Keys to highlight

the desired name.

2. Press the right Navigation Key.

1. Use the Navigation Keys to show the

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

Page 92

Use the Personal Directory

Note: If you are dialing an external or long distance number, be sure that your directory entry i n cludes th e access co des required by your system to make an e xternal or long distance call.

Dial

To exit the C ar d View :

2. Press the Dial Key and press your non-ACD line key to place the call.

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 en tr y :

1. Use the Navigation Keys to highlight

Personal Directory

Select

Personal Directory

2. Press the Select Key or proceed directly to step 3.

3. Use the dial pad to enter the fir st letter of the name your are seeking. For example, press the the first en try tha t beg ins wi th th e le tt er “B”.

key twice to go to

Page 93

Use the Pers o na l Di re ct o ry

Copy a number from the Redi al Lis t

You can c opy 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

Dir/Log

Clear

2. Press the Copy Key.

The displays shows

3. Press the Directory/Log Key.

4. Press Next to copy the in coming call

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

Press Clear to make changes to the name before savin g. Edit the name usin g the dia l pad, Delete, and Case Keys as needed.

5. Press the Next Ke y . Make changes to the

telephone numbe r, if required.

Note: If you are copying an external or long distance number, be sure that your directory entry i n cludes th e access co des required by your system to make an e xternal or long distance call.

Copy to

Done

6. Press the Done Key. The entry is saved

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

Page 94

Corporate Directory

The Corporate Dir ec tory application al lows you to search by ente ring the characters in the name of the person you are calling, beginning with the last name. Onc e 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 Persona l Directory for quick access .

To use th e Corporate Dire ct o ry application:

Apps

Corporate Directory

Select

1. Press the Applications Key.

Note: If, when you press the Applications Ke y, Corporate Directory is highlighted, proceed to step 4.

2. From the Applications menu, use the

Navigation Keys to highlight

Corporate Directory

3. Press the Select Key or proceed to step

4. The Corporate Directory Find screen

appears.

4. Use the dial pad to enter the name of the person you want to cal l. Enter the last name first. Separate the last name and first name with a comma.

Note 1: Th e co mma is the fir st ch aracte r o n

Key on your dial pad.



the

Note 2: You do not need to enter the entire name. When the Done Key is pressed, the applicati on will highlight the f irst directory entry th at matches the text that yo u en tered.

Done

5. Press the Done Key. The applicati on hig hlights the f irs t entry

that matche s the text yo u en t e r e d in step 4. If there is no match, the screen displays (the text tha t you entered).

No matches found for . . .

Page 95

Corporate Directory

6. Use the Navigation Keys to scroll

through the directory.

Note: The entire dire ctory 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 fr o m “list” view to “card” view. In card v iew, the telep hone and department numbers for the entry are viewable. Use the Left Navigation Key to return to list vie w.

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

Dial

To f ind anothe r directory listing or to ref ine your current director y search:

NewFind Resume

To exit the Corporate Directory application:

Quit

Apps

8. Press the Dial Key and press your

non-ACD line key to call the person whose name is highlighted.

Note: The Dial Key will attempt to dial out on your primary directory number. Since your primary DN Key is your InCalls Key, you cannot dial out on it. On the Meridian SL-100, after you press the Dial Key, press a secondary non-ACD line Key to dial the number.

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

Press the Quit Key or the Applications Key.

Page 96

Corporate Directory

To copy an entry from the Corporate Directo ry to your telephone’s Person a l D i re ctory:

Copy

Dirctry

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

2. In the Copy to screen, press the Dirctry

(Directory) Key to copy the name and

telephone number to your Personal Directory

After you complete editing and entering the name and te lephon e nu mber, you are retur n ed to the Corp o r ate Directory.

3. Press the Next Ke y. Ma ke c hange s to t he directory if needed.

4. Press the Done Key. The ent r y is copied to your Personal Direct ory.

Page 97

Acces so r ie s for t he M 3 9 05

Accessories for the M3905

Optional items are available for use with your M3905 Meridian Digital telephone. Please contact your s ystem administrato r for f urther details.

Additional key caps

There is a Key Cap Kit you can order that has additional labele d key caps. You can confi gure four of the bottom six keys to fit your spec ialized busi ness needs. These keys inc lude: Agent, Acti vity Key, Answe r Emergency, Observe Agent, and Dsply Queue.

Accessory Connection Module (ACM)

The Accessory Connection Module provides the interface for adding the Analog Terminal Adapter, External Alerter and Recorder Int erface, and Personnel Directory PC Utility.

Personal Dire ctory PC Utility

The Personal Di recto ry PC Ut il ity pro vi des a f as ter, easier wa y to cre ate o r modif y the Personal Directo ry on the M3905. You can enter names and numbers into a directory file on your PC, and download the f ile directly from the PC to the M3905 through a serial port conne ction. You can also upload the Personal Directory from the M3905 to your PC so that you can modify th e directory. The PC and the M3905 are conne cted using the Personal Directory PC Utility Cartridge.

Headset

The amplified or unamplified headsets are compatible with the M3905 Call Center Telephone. Th e amplified heads et is an option for noisy environments .

Headsets vary in electrical, physical and audio characteristics. Performance perception is s ubjective so it is recommended that the headset user try usin g their headset with each of the three settings. Te st the headset settings on both internal and external cal ls to determine which works best for you.

To adjust the headset volume, go to the Options menu, Headset types, and se lect one of the headset type s from the sub-menu item: Headset 1, Headset 2, or Amplified.

Refer to your distributor for the latest product bulletin from Nortel Networks recommending heads et types for use with th e M3905 Call Center Telephone.

Handset

The Handset does not accompa ny the M3905 Cal l Center Teleph one. The Handset kit is a hardware option for the M3905 Call Center Telephone.

Page 98

Acces so r ie s for t he M 3 9 05

Analog Terminal Adapter (AT A)

The ATA allo ws you to c onne ct an analog dev ice suc h as a modem or FAX machine to your telephone.

External Alerter and Recorder Interface

The External Aler ter Interface let s you connect a third-party device (remote rin ger, indicator light, or recording device) to your telephone. The M3905 Call Center Telephone uses the External Alerter and Recorder Interface accessory cartridge.

Key-based Access Expansion Module (KBA)

The Key-based Expansion Module provides additional DN or feature keys for the M3905. You can add up to two 22-button Key-ba sed Expansion Modules to your M3905 telephone.

Display-based Access Expans ion Modu le (DBA)

The Display-based Access Expansion Module provides additional line (DN) or feature keys for the M3905 telephone. The DBA has eight keys on three layers for a total of 24 additional DN or feature keys. The three layers are accessed through the use of a Page key. The M3905 supports one DBA module.

Page 99

Feature Key chart

The follo wing chart indicates which type of feature key can be used for features, or whether features can be accessed with a Feature Access Code (FAC).

Feature Name Context

Sensitive Soft Key

Activity Code (LOB) NO YES NO YES Age n t (A ssign ed to

Agent) Agent (Call) NO YES NO YES Anonymous Caller

Rejection ( ACRJ) Answer Agent NO YES NO YES Answer Emergency NO YES NO YES Applications NO YES NO NO Auto Dial NO YES NO NO Auto m a tic Call b ac k

(ACB) Automatic Recall (AR) NO NO YES NO

NO YES YES NO

NO NO YES NO

Programmable Key

Feature Access Code

Fixed Key

Blind Transfer Recall YES NO NO NO Busy Override NO YES YES NO Call Forcing NO NO NO NO Call For ward YES NO NO NO Call For ward – Remote

Activated Call Join YES NO NO NO

NO NO NO NO

Page 100

Feature Key chart

Feature Name Context

Sensitive Soft Key

Programmable Key

Feature Access Code

Fixed Key

Call Page NO NO YES NO Call Park YES NO NO NO Call Pickup YES NO NO NO Call Pickup, Directed NO NO YES NO Call Transfer YES NO NO NO Call Waiting NO YES NO NO Callers YES YES NO NO Calling Name/Number

NO NO YES NO Delivery Blocking (CNNB)

Charge a Call (Ac count

NO NO YES NO Code)

Conference 6-party YES NO NO NO Controlled Interflow NO YES NO NO Cust o mer O r ig i na t ed

NO YES YES NO Trace (COT)

Direct Call Park NO YES YES NO Display Agent NO YES NO NO Display Queue NO YES NO YES Emergency NO YES NO YE S Forced Agent NO YES NO NO Forward an Internal Call NO NO YES NO Group Intercom Call NO YES NO NO Incalls NO NO NO YES

100

Nortel Networks SL-100 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Introduction to your M3905 Call Center Telephone

M3905 Call Center Telephone

M3905 Call Center Features

Available ACD Featur es on the M3905 Te lephone

Terms you should know

Your telephone’s controls

Programmable Line/F eatur e K e ys (self-labeled)

Context Sensitive Soft Keys (self-labeled)

Call Processing Keys

Fixed Keys

Application Keys

Primary Directory Number

Individual Directory Number

Message Key

M3905 Call Center Meridian Digital Telephone

Your telephone display information

M3905 Display

Options List

Select a language

Change a Featur e Key label

Adjust Screen contrast

Adjust volume

Choose Ring type

Select Call Log options

Live dial pad

Prefe rred name match

Area code set up

Call timer

Date/time format

Key click

Headset type

Headset port on call

Headset port external alerter

Display diagnostics

Call Center headset interface

Freeing your hands while on the job

Switching between the handset and the headset

Call Center agent/supervisor features

Agent Login

Agent Login Enhancement

Agent Logout

Agent features

Activity Code Fixed Key to activate Line- o f-B usiness code

Answer Call Center Calls

Call For cing

Multistage Queue Status Key/Lamp

Display Queue Threshold (MSQS enhancement for agents)

Emergency Key

Make Busy

Not Ready Key

Answer or Make Non-ACD Calls

Contact your supervisor

Walkaway and Return from Walk away

Transfer to InCa l l s Key

Call Center supervisor features

Agent Keys

Answer Agent

Answer Emergency

Call Agent

Use Supervisor Obse rve and the Supervisor Headset Ja ck

Controlled Interflow

Night Service

Observe Agent

Display Agent Status

Display Queue Status

Your telephone non-ACD call features

Make a Ca ll

Predial feature

Aut o Dia l

Redial Last Number Called

Activate Ring Again

Speed Call

System Speed Call (Network Speed Call)

Intercom Call

Group Intercom All Call

Intercom Call on a Predesignated Set