Nortel Networks SL-100 User Manual

Nortel Knowledge Network

Meridian Digital Telephones

Meridian SL-100

M3905 Call Center

User Guide

Enterprise Voice Solutions Customer Documentation

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

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

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

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

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

Table of contents

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

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:

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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

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.

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

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.

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.

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.

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