Panasonic M2216ACD User Manual

Meridian 1

M2216ACD Telephone

Nortel Knowledge Network

User Guide

Enterprise Solutions Documentation

While you are away from your desk: Call Forward

Contents

Introduction 1

What is ACD ........................................................................................ 1

M2216ACD-1 ....................................................................................... 2

M2216ACD-2 ....................................................................................... 3

Learning to use your phone 4

In-Calls Key .......................................................................................... 4

Release ................................................................................................. 4

Hold ..................................................................................................... 4

Display Key .......................................................................................... 4

Volume control ...................................................................................... 4

Display ................................................................................................. 5

Program key ......................................................................................... 5

Function keys ........................................................................................ 5

Message Waiting lamp .......................................................................... 5

Headsets ............................................................................................... 6

Agent log in and log out 7

Log out ................................................................................................. 7

Correcting mistakes during the log in procedure ...................................... 9

Example 1 ............................................................................................ 9

Example 2 .......................................................................................... 10

Example 3 .......................................................................................... 10

Log out using Agent ID with MQA ........................................................ 10

Example set displays for MQA ............................................................. 11

Agent features 12

Activity code ....................................................................................... 12

Contents

ACD calls ............................................................................................12

Call Forcing (Auto Answer) ...................................................................13

Call Forward ....................................................................................... 13

Calls Waiting indicator ......................................................................... 14

Display Queue Status ........................................................................... 15

Emergency .......................................................................................... 16

Headset interface ................................................................................. 16

Hold ................................................................................................... 17

Make Busy ..........................................................................................17

Non-ACD calls ....................................................................................18

Not Ready ........................................................................................... 18

Supervisor ........................................................................................... 19

Walkaway and Return .......................................................................... 20

ACD Supervisor features 21

Agent keys .......................................................................................... 21

Answer Agent ...................................................................................... 21

Answer Emergency ..............................................................................22

Call Agent ...........................................................................................22

Display agent status .............................................................................23

Headset talk/listen ............................................................................... 23

Hold non-ACD call ...............................................................................24

Interflow ..............................................................................................24

Night Service .......................................................................................25

Observe ..............................................................................................25

Recordings and music ..........................................................................26

Message Services 27

Meridian Mail .....................................................................................27

Meridian Mail commands .....................................................................28

Hardware Options 29

Meridian Communications Adapter (MCA) ............................................29

Key Expansion Module ......................................................................... 29

External Alerter Interface ...................................................................... 29

Analog Terminal Adapter (ATA) ............................................................ 29

Introduction: What is ACD?

Introduction

What is ACD?

ACD stands for Automatic Call Distribution. The Meridian 1 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

The Meridian 1 ACD provides fast and dependable processing of your company's incoming calls.

Meridian Modular M2216ACD telephones provide easy access to a wide range of Automatic Call Distribution (ACD) features. Both models are designed to help you handle your daily telephone activities quickly and efficiently.

This booklet describes the operation of both agent and supervisor features for the M2216ACD telephones.

To identify your particular telephone type, see the next two pages. See “Learning to use your phone” for an explanation of your telephone's equipment.

You can expand your telephone's capabilities with additional hardware options. The following pages list the various hardware modules available for your telephone, such as additional key strips, Meridian Communications Adapter and External Alerter Interface. For more information, see the chapter titled “Hardware options.”

During a power failure, electret headsets, function keys and the built-in display will still work. The carbon headset (M2216ACD-2) will lose power.

When power is restored, all options on both models become functional again.

Introduction: M2216ACD-1

M2216ACD-1

Standard equipment:

• Display module

•Dialpad

• 16 Function keys

• 16 LCD indicators

•Hold key

• Release key

• Speaker

•Volume control

• Message Waiting lamp

• 2 electret headset jacks

Optional hardware:

• Meridian Communications Adapter

• Key Expansion Module

• External Alerter Interface

• Analog Terminal Adapter

Speaker

Hold key

Supervisor

Jack

Agent

Jack

Volume control key

Release (Rls) key

LCD indicators

Message Waiting lamp

Function keys

In-Calls key

M2216ACD-2*

*Manufacture Retired in 1995

Introduction: M2216ACD-2*

Standard equipment:

• Display module

•Dialpad

• 16 Function keys

• 16 LCD indicators

•Hold key

• Release key

• Speaker

•Volume control

• Message Waiting lamp

• 1 electret headset jack

• 1 carbon headset jack (PJ-327)

Optional hardware:

• Meridian Communications Adapter

• Key Expansion Module

• External Alerter Interface

• Analog Terminal Adapter

Hold key

Supervisor

Jack

Agent

Jack

Volume control key

Release (Rls) key

Speaker

LCD indicators

Message Waiting lamp

Function keys

In-Calls key

Learning to use your phone

This chapter explains the parts labeled on the Meridian Modular Telephones pictured on the previous two pages.

In-Calls Key

∫

In-Calls

main ACD extension, also called the ACD DN or queue. The LCD indicator beside it flashes when an ACD call is presented to your phone.

∫

Press progress).

Your phone may have secondary extensions (Directory Numbers or DNs) assigned to other function keys. Use the secondary extension to make and receive non-ACD calls.

is assigned to the lower right-hand key on your phone. It is your

to answer the incoming ACD call (disconnects a call in

In-Calls

Release

Disconnect a call on any active extension by pressing ®.

Hold

Place an active call on Hold by pressing ˙. Return to the caller by pressing the extension key next to the fast flashing indicator.

Display Key

By pressing ∫ your ACD queue. In an MQA environment, the display will scroll through the different queues at 2 second intervals. The queues will be presented in the order in which they were entered at log in.

followed by

Display

∫

In-Calls

you may view information on

Volume control

Adjust the volume on your set using the volume control key. Raise the volume by pressing the right side, lower the volume by pressing the left side. You can adjust the volume of ringing, headset or buzz while you can hear the sound (or by using

P and the Display Module —see the Meridian Digital Telephones and

Options Quick Reference Guide.)

Learning to use your phone

Display

The Meridian M2216ACD telephone is equipped with a 2 x 24 character display module. The Display assists agents by displaying incoming call information. It assists supervisors by displaying agent and queue information.The idle display, as shown below, gives the current date and time.

24 APR 7:45 P

When you go off hook, the time and date disappear and information about your call is displayed.

Program key

The Program key P

P enters you into programming mode, where you can make

adjustments to your telephone's volume and Display contrast, as well as other settings.

P works in conjunction with the Display. Pressing

Function keys

In addition to secondary extension number(s), you can have features assigned to the function keys on your telephone. You can have any combination of extensions and features assigned to function keys. An LCD indicator shows the status of the feature assigned to each key.

See “Agent features” on page 12, or “ACD Supervisor features” on pag e21 for information on feature operation.

Message Waiting lamp

The Message Waiting lamp lights when you have a message waiting. Refer to the chapter titled “Message Services” on page 27 for a detailed explanation.

Learning to use your phone

Headsets

The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset

interface, using “Program key” on page 5). Contact your sales representative for more information on headset types.

The M2216ACD-2, which was manufacture retired in 1995, has a two-hole jack (PJ-327) for a carbon headset and a jack for an electret supervisor headset.

You can change the supervisor headset to listen-only or talk-and-listen using

P. See “Headset talk/listen” on page 23

The M2216 headset interface has three settings. Until now, those settings have been defined as Plantronics, Liberation (GN Netcom) and handset.

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

P, to match the type of headset you are using (See

Agent log in and log out

Log in with Agent ID

Agent Log in and log out

1. Plug in the headset.

∫

In-Calls

∫

In-Calls

∫

Not Ready

Log in without Agent ID

∫

In-Calls

∫

In-Calls

∫

Not Ready

Log out

∫

Make Busy

2. Press In-Calls.

3. Dial your ID.

4. Upon successful log in, press In-Calls or Not Ready when ready to start work.

1. Plug in the headset.

2. Press In-Calls.

3. If you are ready to take ACD calls, press In-Calls or Not Ready again.

Press Make Busy and unplug the headset. The LCD indicator lights steadily and your position is removed from the queue.

Note: Check with your Call Center Supervisor to determine the remaining steps required to complete the Log out procedure

Log in and log out with MQA

Log in Using Agent ID with MQA (Multiple Queue Assignment)

You enter your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by one or more ACD DNs and priority values (if priority values are being used) terminated by ££££££££.

If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. Press In-Calls, Not Read , or Make Busy to cancel display of Multiple Queues. Thus, if you usually use the same telephone, you need not repeat the entire log in process at the beginning of each shift. You log in simply by entering Agent ID £££££££££

Agent ID ££££££££ (if Supervisor ID is not required).

To choose default Priority or Supervisor ID, enter ££££ instead of a Priority entry or a Supervisor ID entry. The Priority or Supervisor configured for your set will be used.

Note: A Supervisor who is logging in to accept ACD calls will not be able to

specify a Supervisor ID (even in the case where agents are required to enter one).

£ (if your queue requires a Supervisor ID) or

£ £

Log in using Agent ID with MQA

∫

In-Calls 2. Press In-Calls.

Select one of the following scenarios:

To log in without Supervisor ID or Priority:

To log in with Supervisor ID and without Priority:

1. Plug in the headset.

3. Dial your Agent ID £

ACD DN 2 ££££ ACD DN 3 ££££ ACD DN 4 £

3. Dial your Agent ID £

Supervisor ID ££££ ACD DN 1 ££££ ACD DN 2 ££££ ACD DN 3 ££££ ACD DN 4 £

£ ACD DN 5 ££££££££.

£ £

£ ACD DN 5 ££££££££.

£ £

£ ACD DN 1 ££££

£ £

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