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

38

Contents

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 in with Agent ID .............................................................................. 7

Log in without Agent ID .......................................................................... 7

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

Log in and log out with MQA 8

Log in Using Agent ID with MQA (Multiple Queue Assignment) ................. 8

Log in using Agent ID with MQA ............................................................ 8

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

i

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

ii

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.

1

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

2

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

3

Learning to use your phone

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.)

4

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

P enters you into programming mode, where you can make

PP

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

P works in conjunction with the Display. Pressing

PP

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.

5

Learning to use your phone

Headsets

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

P

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

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

PP

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

PP

6

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

or

Log in without Agent ID

∫

In-Calls

∫

In-Calls

∫

Not Ready

or

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

7

Log in and log out with MQA

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:

8

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 ££££

£ £

£

£ £

To log in without Supervisor ID and
with Priority:

To log in with Supervisor ID and with
Priority:

Log in and log out with MQA

3. Dial your Agent ID £
Priority 1 ££££ ACD DN 2 £
Priority 2 ££££ ACD DN 3 £
Priority 3 ££££ ACD DN 4 £
Priority 4 £
Priority 5 ££££££££.

3. Dial your Agent ID £
Supervisor ID ££££ ACD DN 1 ££££
Priority 1 ££££ ACD DN 2 £
Priority 2 ££££ ACD DN 3 £
Priority 3 ££££ ACD DN 4 £
Priority 4 £
Priority 5 ££££££££.

£ ACD DN 5 £

£ £

£ ACD DN 5 £

£ £

£ ACD DN 1 ££££

£ £

£

£ £

£

£ £

£

£ £
£

£ £
£

£ £

£

£ £
£

£ £
£

£ £
£

£ £

∫

In-Calls or

∫

Not Ready

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

Correcting mistakes during the log in procedure

You can correct mistakes made during the log in process by entering ‚‚‚‚££££ and
re-entering the previous field. Multiple fields may be re-entered. (See the
examples below)

Example 1

To re-enter an ACD DN when Priority
is not used (ACD DN 1 is corrected):

Dial your Agent ID £

ACD DN 1 £
ACD DN 2 £
ACD DN 4 £

£ ‚

£ £
£ ACD DN 3 £

£ £
£ ACD DN 5 ££££££££.

£ £

£ Supervisor ID £

£ £

‚ £

£ ACD DN 1 ££££

‚ ‚

£ £

£

£ £

£

£ £

9

Log in and log out with MQA

Example 2

To re-enter a Supervisor ID when
Priority is not used (Supervisor ID 1 is
replaced with Super visor ID 2):

Example 3

To re-enter a Priority when Priority is
used (Priority 3 is corrected):

Dial your Agent ID £

‚

‚ £

£ Supervisor ID 2 £

‚ ‚

£ £

ACD DN 2 £
ACD DN 4 £

Dial your Agent ID £

Priority 1 £
ACD DN 3 £
Priority 3 £
ACD DN 5 £

£ ACD DN 3 £

£ £
£ ACD DN 5 ££££££££.

£ £

£ ACD DN 2 £

£ £

£ Priority 3 £

£ £

£ ACD DN 4 £

£ £

£ Priority 5 ££££££££.

£ £

£ Supervisor ID 1 £

£ £

£ ACD DN 1 £

£ £

£

£ £

£ ACD DN 1 £

£ £

£

£ £

£ Priority 2 £

£ £
£ ‚

‚ £

£ £

‚ ‚

£ Priority 4 £

£ £

£

£ £

£

£ £

£

£ £

£

£ £

£

£ £

Log out using Agent ID with MQA

∫

Make Busy Press Make Busy and unplug the headset.

The LCD indicator lights steadily.

∫

Make Busy If you press Make Busy again the LCD

indicator will go out. At this point the
station can accept non-ACD calls, but you
are logged out of the queue.

You can press Make Busy while on an
ACD call. You will be logged out
automatically when the call is finished.

10

Log in and log out with MQA

Example set displays for MQA

The following illustrations show examples of an ACD call being presented to an
ACD agent who is operating with MQA.

In the first illustration, a direct call is made by Tracey Brown at DN 3508 to ACD
DN 2200 and is presented to the MQA agent.

TRACEY BROWN M2200
3508

Calling Line
Identification

Calling Party
Name Display

The next illustration also shows an example set display where a direct call is made
by Tracey Brown at DN 3508 to ACD DN 2200, and is presented to an MQA
agent. However, in this example ACD DN 2200 has a name defined (“SALES”).
When the queue has a name defined, the name appears on the agent’s display
instead of the ACD DN digits.

ACD DN
"M" indicates
MQA and the
DN is 2200

TRACEY BROWN SALES

3508

Calling Line
Identification

Calling Party
Name Display

ACD DN has
been defined
with the name
"SALES"

11

Agent features: Activity code ACD calls

Agent features

This chapter explains the features that are available to agent positions.

Activity code

You answer an ACD call and the Activity
Code LCD indicator is flashing:

∫

Activity

∫

Activity

1. Press Activity. The LCD indicator lights
steady.

2. Dial the number which corresponds to
the present caller's activity.

3. Press Activity.

ACD calls

Your phone rings and the In-Calls indicator flashes:

∫

In-Calls

End an ACD call any of the following
ways:

®

∫

or • Press Release.

In-Calls

or • Press In-Calls.

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

or

or

• Wait for the caller to hang up.

∫ 2637

∫

Not Ready

or

or •Press a secondary (non-ACD)

extension key. This will remove you

from the queue.

or

• Press Not Read . This will remove you
from the queue.

12

Agent features: Call Forcing (Auto Answer) Call Forward

Call Forcing (Auto Answer)

The Call Forcing option automatically connects incoming ACD calls. You do not
have to press In-Calls.

º

You hear a short tone. The In-Calls
indicator lights steadily and the caller is
connected.

Note: Pressing In-Calls will disconnect an
active ACD call if you are using this
feature.

Call Forward

If your telephone is equipped with a key for non-ACD calls, you may forward
calls directed to this DN.

∑ 1. Press Forward.

2. Dial the DN that you want to forward
your calls to.

∑ 3. Press Forward again.

13

Agent features: Calls Waiting indicator

Calls Waiting indicator

The Calls Waiting indicator shows you how busy the ACD queue is.

The following table lists the four states of the Calls Waiting indicator, and their
meanings.

Note: If you have the Display Queue Status feature on your phone, the LCD indi-

cator next to

∫

Disp Queue

replaces the Calls Waiting indicator

Indicator Queue Status Meaning

Off Light There are few or no calls waiting.

On Normal An acceptable number of calls are

waiting.

Slow Flashing Busy Calls are backing up in the queue.

Calls overflowing to this queue will not
be accepted

Fast Flashing Overloaded Too many calls are in the queue. New

calls are being overflowed to another
queue.

14

Agent features: Display Queue Status

Display Queue Status

The Display Queue feature shows you information about the queue.

∫

Disp Queue

To clear the display:

Press Display Queue. A summary of the
queue status appears in the window of the
display module. If you are using MQA, the
displays scrolls through the queues at 2
second intervals in the order of log in
sequence.

® Press Release.

Pressing a feature key clears the queue information and replaces it with
information associated with the feature.

If you have the Display Queue Status feature on your phone, the LCD indicator
next to

∫

Disp Queue

replaces the Calls Waiting indicator.

WAITING MAND LWAIT TOFQ
13 9 0:20 0

Calls
waiting

Number of
manned
positions

Length of
time first call
has waited

Calls time
overflowed
into this queue

15

Agent features: Emergency Headset interface

Emergency

When you have an urgent or abusive call:

∫

Emergency

Press Emergency. The indicator flashes
while your supervisor is called. When your
supervisor is connected, the

LCD indicator
lights steadily and you have a
three-way conference.

Note: The Display shows information about the call. Write down this information

before you press Emergency for future reference.

Headset interface

To change the headset interface to accept
the correct headset type

P

P 1. Press Program.

PP

2. To select the correct headset type, Dial:

⁄⁄⁄⁄ (Plantronics, ACS, etc.)

•

•

¤¤¤¤ (Liberation, VXI, etc.)

•

‹‹‹‹ for handset.

Note: For other manufacturers, tr y
and

¤

¤ to determine which works best for

¤ ¤

your headset.

⁄⁄⁄⁄

P

P Press Program to save the changes and

PP

exit.

Note: Please be sure to consult your headset manufacturer’s guidelines for further

information.

16

Agent features: Hold Make Busy

Hold

To place a call on Hold:

˙ Press Hold.

To return to the call:

º

Make Busy

To make your position unavailable to
take calls:

∫

Make Busy

To make your phone available for
calls again (after making it busy):

∫

Make Busy

Press the key beside the fast flashing LCD
indicator.

Press Make Busy.

Press Make Busy again.

17

Non-ACD calls

To make a non-ACD call:

∫ 2637 1. Press a secondary extension ke .

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

∫ 2637 Press the extension key next to the fast

Not Ready

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

Agent features: Non-ACD calls Not Ready

2. Dial the number you wish to call.

flashing indicator. You are connected to
your non-ACD caller.

∫

Not Ready

When you're ready to take ACD calls
again:

∫

Not Ready

∫

In-Calls

or

Press Not Read . This takes you out of the
queue.

Press Not Ready or In-Calls.
Note: If you press In-Calls during an ACD

call, the call will be disconnected.

18

Supervisor

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

Agent features: Supervisor

∫

Supervisor

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

˙ 1. Press Hold.

∫

Supervisor

To call your supervisor:

∫

Supervisor

To return to the ACD call:

∫

In-Calls

To Conference a call with your
Supervisor, during a call in progress:

∫

Supervisor

∫

Supervisor

Press Supervisor.

2. Press Supervisor.

Press Supervisor. This automatically puts a
call in progress on Hold.

Press In-Calls.

1. Press Supervisor. The caller is on hold

and you can talk privately with your
Supervisor.

2. Press Supervisor again after your

supervisor answers. You now have a
three-way conversation with the
supervisor and the caller.

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

∫

Supervisor

∫

Supervisor

® 3. Press Release to disconnect. The caller

1. Press Supervisor.

2. Press Supervisor again when the

supervisor answers.

remains connected with your
supervisor.

19

Agent features: Walkaway and Return

Walkaway and Return

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

To Walkaway during an active ACD
or non-ACD call:

˙ Press Hold. The LCD indicator beside the

In-Calls extension flashes.

To Walkaway while in Not Ready
mode (Not Ready LCD indicator is on,
and

NNNNOOOOTTTTRRRREEEEAAAADY

display):

DY is shown on the

DYDY

˙ 1. Press Hold.

2. Unplug the headset or receiver.

To return from Walkaway:

1. Plug in the headset or the receiver, or
pick up the built-in receiver, whichever
you use normally.

20

∫

Not Ready

∫

In-Calls

∫ 2637

or
or

2. Press the key next to the flashing
indicator.

Note: If a caller disconnects before you
return from Walkaway, the Not Ready
indicator flashes. When you return from
Walkaway, you are in Not Ready mode.

ACD Supervisor features: Agent keys Answer Agent

ACD Supervisor features

You can assign any feature listed in the Agent features chapter to the supervisor's
telephone (except Supervisor), as well as the features described in this chapter.

Agent keys

Agent keys allow you to call agents by pressing ∫
and monitor the status of each position, by watching the LCD indicators. Each
Agent key is linked to a particular agent position.

The following table shows what the Agent key indicators mean.

Call Agent

, then

∫

Agent

Indicator Agent Status

Off No agent logged in at this position.

On Busy on an ACD call.

Slow Flashing Waiting for an ACD call.

Fast Flashing Busy on a non-ACD call.

Answer Agent

When your phone rings and the
Answer Agent indicator flashes:

∫

Ans Agent

— Press Answer Agent. Your position goes

into

NOT READY state and you are

connected to the agent.

To disconnect an agent call:

® — Press Release.

21

ACD Supervisor features: Answer Emergency Call Agent

Answer Emergency

When your phone buzzes and the
Answer Emergency indicator flashes:

˙ 1. Press Hold if you intend to return to the

call in progress.

∫

Ans Emerg

To disconnect from the emergency
call:

® Press Release.

Call Agent

∫

Call Agent

∫

or 2. Press the Agent Key assigned to the

Agent

2. Press Answer Emergency. Your
position goes into
and the Answer Emergency indicator

lights steadily. You are connected to
the call.

If you wish to just listen at first, unplug your
headset before pressing Answer

Emergency. You will hear the conversation

through the telephone's speaker.

1. Press Call Agent. Your position goes

NOT READY state.

into

agent or dial the agent's position ID.

Note: To talk to another agent repeat steps
one and two.

NOT READY state

To leave Call Agent state:

® Press Release.

22

ACD Supervisor Features: Display agent status Headset talk/listen

Display agent status

The Display Agents feature gives you a summary of the current status of all agent
positions for which you have agent keys.

∫

Disp Agent

1. Press Display Agent. The display

shows summary of the current status of
all agent positions which have a key
assigned on the Supervisor's phone.

® Press Release to clear the display.

Agent positions in the
calls or non-ACD calls, as specified by your System Administrator.

NOT READY state will be counted as busy on either ACD

ACD WAIT DN LOGOUT
23 2 0 0

Positions
busy on
ACD calls

Positions
waiting for
ACD calls

Positions
busy on
non-ACD
calls

acantV

agent
positions

Headset talk/listen

P and 1. Press Program and dial ‚°

® 2. Press either side of the volume control

P 3. Press Program to save the change and

‚°.

‚°‚°

key to toggle between listen-only/
talk-and-listen.

exit.

23

ACD Supervisor features: Hold non-ACD call Interflow

Hold non-ACD call

To put a non-ACD call (agent or
secondary DN) on Hold:

˙ Press Hold. The LCD indicator º flashes

beside the line on hold.

º

T The LCD indicator flashes slowly.

The caller may hear music if this is
programmed on your system.

To take a non-ACD call off hold:

∫ 2637 Press the DN Key beside the flashing LCD

indicator

º.

Interflow

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

Interflow is activated by the supervisor after the overflow thresholds are exceeded.

To activate Interflow:

∫

Interflow

To stop Interflow:

∫

Interflow

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

Press Interflow again.

24

Night Service

To enter Night Service:

ACD Supervisor features: Night Service Observe

∫

N i g h t

Transition to Night Service:

∫

N i g h t

Exit Night Service:

∫

N i g h t

and Press Night and dial flflflfl (N for Night).

and Press Night and dial °°°° (T for Transition).

and Press Night and dial ‹‹‹‹ (D for Day).

Observe

∫

Observe

∫

A ge n t

or 2. Press Agent or dial the agent's

The indicator lights steadily. All call in the
queue and new calls receive Night Service.

The indicator flashes. Calls in the queue
remain in the queue and new calls receive
Night Service.

The indicator flashes. New calls enter the
queue.

1. Press Observe. Your position goes into

NOT READY state.

position ID. You can listen only to the
agent and caller's conversation.
Repeat step 2 to observe another
agent.

To talk to an agent you are
observing:

∫

Call Agent

Press Call Agent. You now have a
conference with the agent and the caller.

25

ACD Supervisor features: Recordings and music

To leave the Observe state:

® Press Release.

Note: You cannot observe an agent if the
agent's call is on Hold or if no calls are in
progress.

Recordings and music

∫ 2637 1. Press a secondary extension key.

2. Dial the access code for the recorded

To disconnect:

® Press Release.

announcement or music. You hear the
announcement or music.

26

Message Services: Meridian Mail

Message Services

When your phone is busy or unanswered, your calls can be routed to a message
center attendant or to the Meridian Mail voice messaging system

Meridian Mail

Meridian Mail is an automated messaging system that allows you to record and
play back messages left by people calling to your telephone. By using Meridian
Mail you can:

• be sure that all calls are answered pleasantly with your pre-recorded greeting,

• play back messages from your phone,

• send broadcast messages to a group of people.

For complete details on Meridian Mail, see Meridian Mail Voice Messaging User
Guide .

To Access Meridian Mail:

1. Lift the handset or press a DN Key.

∫

Message

2. Press Message (the stored number is

dialed automatically), or Dial the
Meridian Mail extension number.

3. When you hear “Meridian Mail.

Mailbox?”, Dial your mailbox number
(usually the same as your main

extension), followed by

4. When you hear “Password?” dial

your password number, followed by

££££.

Basic Meridian Mail commands are listed on the next page.

To End a Meridian Mail Session:

Dial °‹

or

°‹or Replace the Handset. It’s

°‹°‹

°‹

best to Dial
outside number.

°‹ if you called in from an

°‹°‹

££££.

27

Message Services: Meridian Mail commands

Meridian Mail commands

To Rewind 3 Seconds:

To Play Message:

To Fast Forward 3 Seconds:

To Go to Previous Message:

To R ec o rd :

To Go to the Next Message:

Dial ⁄

⁄.

⁄⁄

Dial ¤

¤.

¤¤

Dial ‹

‹.

‹‹

Dial ›

›.

››

Dial fi

fi.

fifi

To Compose a Message:

To Delete a Message:

To Send a Message:

To Change Greetings:

To End a Mail Session:

To Change Password:

28

Dial fl

fl.

flfl

Dial ‡fi

‡fi.

‡fi‡fi

Dial ‡fl

‡fl.

‡fl‡fl

Dial ‡·

‡·.

‡·‡·

Dial °¤

°¤.

°¤°¤

Dial °‹

°‹.

°‹°‹

Dial °›

°›.

°›°›

Hardware Options

Hardware Options

Meridian Communications Adapter (MCA)

You can establish data calls with the Meridian Communications Adapter by
connecting your digital telephone to a computer terminal or PC. In this way you
can communicate with another computer using your telephone.

This option requires the addition of the Power Supply Board on the
M2216ACD-1.

Key Expansion Module

This option provides 22 additional function keys on your phone. You can add up
to two Key Expansion Modules for a total of 60 function keys (16 + 22 + 22).
Extra keys are often used as Auto Dial keys or Agent keys, but any of the
Meridian 1 features can be assigned to them.

This option requires the addition of the Power Supply Board on the
M2216ACD-1.

External Alerter Interface

This module provides an interface to standard remote alerting devices, such as a
ringing unit installed in a location which is remote from the telephone.

The External Alerter Interface is not the remote ringer itself, but provides access to
standard, off-the-shelf remote ringing devices.

This option requires the addition of the Power Supply Board on the
M2216ACD-1.

Analog Terminal Adapter (ATA)

The ATA allows you to connect an analog device such as a modem or fax machine
to your telephone. The ATA allows you to use these devices while you are on a
telephone call.

29

Index

Index

A

ACD

1, 4

ACD calls

Activity code

agent ID

agent keys

agent position

Agent Return

Agent Walkaway

answer

Answer Agent

Answer Emergency

Answer Supervisor

Automatic Answer

Automatic Call Distribution

12

12

7, 8

21

4, 7

20

ACD call

non-ACD calls

12

21

20

4

22

19

13

1

C

Call Agent

Call Forcing

Call Forward

Call Supervisor

Calls Waiting indicator

carbon headsets

Check recordings and music

22

13

13

19

14

1, 6

30

26

Index

Conference with Supervisor

D

disconnect

Display

Display Agents

Display key

Display Queue

4

5

23

4

15

E

electret headsets

Emergency

agent

supervisor

End ACD call

extension

External Alerter Interface

1, 6

16

22

12

4

1, 29

19

F

Function keys

5

H

Headset

Hold

Hold non-ACD call

1, 6

interface

talk/listen

4, 17

16

23

24

31

I

Index

In-Calls Key

indicator

Interflow

4

4

24

K

Key Expansion Module

L

LCD indicator

Log in

standard

with MQA

Log out

standard

with MQA

4, 5

7

8

7

10

M

29

Make Busy

Meridian Communications Adapter

Meridian Mail

Message Waiting lamp

Multiple Queue Assignment (MQA)

music

17

27

commands

Log in

Log out

set display examples

28

8

10

26

5, 27

11

32

1, 29

8

N

Index

Night Service

Non-ACD calls

Not Ready

25

4, 18

18, 20, 22

O

Observe Agents

25

P

position ID

Priority

Program key

21

8

5

Q

queue

4

R

recorded announcement

26

Release

Return from Walkaway

4

S

Secondary DN calls

Supervisor

Supervisor ID

8, 19

12

8

T

Transfer to Supervisor

20

19

33

V

Index

Volu me co ntro l

4

34

While you are away from your desk: Call Forward

38

Title to and ownership of Meridian SL-1 software shall at all times
remain with Northern Telecom. Meridian SL-1 software shall not be
sold outright and the use thereof by the customer shall be subject
to the parties entering into software agreements as specified
by Northern Telecom.

Information contained in this document is subject to change.
Northern Telecom reserves the right, without notice, to make
changes in equipment design or program components as progress
in engineering, manufacturing or technology may warrant.

Reordering number:NT5F55AC A0773349
Internal Manufacturing part number:

Printed in the United States of America
March 1999

www.nortelnetworks.com

(c/o 15 each per package P0902629)
P0902629

Issue 1.00