Nortel SL-100 - Manuals

6 Table of contents Incoming calls 67 Answer Call Pickup 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-o...

7 Table of contents Use the Personal Directory 86 Access the Personal Directory 86 Add a Personal Directory entry 86 Add an incoming call 88 Add an outgoing 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 Vi...

9 Introduction to your M3905 Call Center Telephone Introduction to your M3905 Call Center Telephone Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with p...

10 Introduction to your M3905 Call Center Telephone M3905 Call Center Features The M3905 Call Center features: • eight Programmable Line/Feature Keys (self-labeled), giving the user access to eight Line/Feature Keys • four Context Sensitive Soft Keys (self-labeled), giving the user access to a maxim...

11 Introduction to your M3905 Call Center Telephone Available ACD Features on the M3905 Telephone Common Agent/Supervisor 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...

12 Introduction to your M3905 Call Center Telephone Call Forcing. Flexible Call Observing-Nodal. Display Queue and Threshold. Observe Agent from 2500 set. Walkaway and Return from Walkaway. Observe-Agent Key. Agent Login and LoginEnhancements. Display Queue-Status Key. Multistage Queue Status Displa...

13 Terms you should know Terms you should know Agent Set – A telephone set configured to efficiently answer incoming calls that have 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 ...

15 Your telephone’s controls Your telephone’s controls This section describes the features on the M3905 ACD Meridian Digital telephone. Programmable Line/Feature Keys (self-labeled) In addition to secondary extension number(s), you can have features assigned to the Feature Keys on your telephone. An...

16 Your telephone’s controls Applications Key The Applications Key allows you to access server applications, such as Corporate Directory, if available on your system. The Individual DN Key allows you to make and receive non-ACD calls. Context Sensitive Soft Keys (self-labeled) The four keys located ...

17 Your telephone’s controls Mute Key / When engaged in a call, you can press the Mute Key. The party(ies) to whom you are speaking cannot hear you. When you wish to return to the two-way conversation, you must press the Mute Key again. On the M3905 ACD, the Mute Key applies to handset and headset m...

18 Your telephone’s controls Headset Key / Press the Headset Key to toggle back and forth between headset and handset. It is common to both the agent and the supervisor. The headset indicator is lit when active. Headsets vary in electrical, physical and audio characteristics. Performance perception ...

20 Your telephone’s controls Observe Agent Key / Press the Observe Agent Key (on the supervisor ACD telephone) to monitor the activity on the agent’s telephone. Display Queue Key / Press the Display Queue Calls Key on the agent’s ACD telephone to display incoming calls waiting information. The Displ...

21 Your telephone’s controls Navigation Keys Press the Navigation Keys 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) Key which is the...

22 M3905 Call Center Meridian Digital Telephone M3905 Call Center Meridian Digital Telephone Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with password...

23 Options List Options List The Options List allows you to customize certain 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, ...

24 Options List Select a language The display is available in multiple languages. After you select Language. . . from the Options List menu; 1. Use the Navigation Keys to highlight the desired language (e.g., German). 2. Press the Select Key. Press the Done Key to save changes. Press the Quit Key or...

26 Options List Adjust Screen contrast The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from the Options List menu; or From the Contrast screen, press the Lower Key to decrease the display contrast level, or press the Hig...

27 Options List Choose Ring type The Ring type option allows you to choose from among the various ringing sounds available for your telephone model. After you select Ring type. . . from the Options List menu; 1. Use the Navigation Keys to scroll through the list of ring types. 2. Press the Play Key ...

28 Options List Live dial pad The Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live dial pad from the Options List menu; or From the Live dialpad screen, press the On Key to turn on Live dial pad, or press the Off Key to turn off Liv...

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; or From the Call timer screen, press the On Key to turn on the Call timer, or press the Off Key to turn off the Call timer. Press the Done Ke...

30 Options List Headset type The Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplified. Select the setting that works best for the headset that you are using. For more information, see“Call Center headset interface” on page 32). After you sel...

31 Options List Headset port external alerter When the Headset port external alerter option is activated, 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 Headset port ext alerte...

32 Call Center headset interface 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 ...

33 Call Center agent/supervisor features Call Center agent/supervisor features This section describes 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-dig...

34 Call Center agent/supervisor features If the password option is assigned: After you enter your four-digit agent 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 (...

35 Agent features Agent features This section explains the features that are available to ACD agent positions. Activity Code Fixed Key to activate Line-of-Business 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...

36 Agent features Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-Calls Key. You do not pickup the call, it is sent to your line. Note 2: If you have the handset option and you pickup the handset, you must also press a DN key, ot...

37 Agent features • you activate the Not Ready feature Once activated, the lamp status reflects the queue status as shown in Table 2. Note: The MSQS feature can be assigned to a fixed key with the optional cap Dsplay Queue, or it can be assigned to a programmable line/feature key with the label Disp...

38 Agent features 2. Your display shows information similar to the example above. 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 number of calls in the queue (in some system...

39 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 feature is active. The information is updated regularly and is visible until th...

40 Agent features To make the set busy: / Press the Make Busy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed. To make your phone available for incoming secondary directory number calls: / Press the Make Busy Key again. The indicator lamp is flashing and the displa...

41 Agent features When you 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-ACD incoming calls. If the agent does not have an active call when the Individual line fl...

42 Agent features / 2. Press the Supervisor Key. To call your supervisor: / Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold. To return to the ACD call: / Press the In-Calls Key. To Conference a call with your Supervisor, during a call in progress:...

43 Agent features Note: The non-immediate cutoff option must be enabled in the Meridian SL-100 system, so that an active call is not terminated when the Not Ready Key is pressed. To return from Walkaway: 1. Connect the headset . / 2. Press the Not Ready Key next to the flashing indicator. Note 1: If...

44 Call Center supervisor features Call Center supervisor features You can assign any feature listed in the “Agent features” section to the supervisor’s telephone (except Supervisor key), as well as the features described in this section. Agent Keys The Call Agent Keys feature allows you to connect ...

45 Call Center supervisor features Answer Emergency When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes: / 1. Press the Hold Key if you intend to return to the call in progress. / 2. Press the Answer Emergency Key. To disconnect from the emergency call: / Press t...

46 Call Center supervisor features LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted. To use the Supervisor Observe feature, the supervisor plugs the headset into the agent telephone. To use the Supervisor Observe feat...

47 Call Center supervisor features Service, or are handled in a way designed for your system. Exit Night Service: Press the Night Service Key a second time. The indicator goes off. New calls enter the queue. Observe Agent To observe an agent: / 1. Press the Observe Agent Key. The Observe Agent indic...

48 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. 1. Press the Display Agent Key. The dis- play shows a summary of the current status of all agent pos...

49 Call Center supervisor features Display Queue Status The Display Queue Status feature allows you to access the status of calls in an ACD Queue. Information displayed includes: number of calls waiting in the queue, number of agents’ positions occupied for that queue, and the call waiting time (sec...

50 Your telephone non-ACD call features Your telephone non-ACD call features This section describes some non-ACD features commonly used for call processing. Your telephone system administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires...

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 that the appropriate access code...

52 Make a Call Auto Dial Key. 3. Press the Auto Dial Key a second time. The number is stored on the key you selected. Note: Use the Change feature key label option (Option Key) to personalize the Auto Dial label. Redial Last Number Called Last Number Redial allows you to automatically redial the las...

53 Make a Call 2. Press the Ring Call Key. To cancel Ring Again before notification Press the Cancel Ring Again Key. The screen displays RING AGAIN IS CANCELLED. Speed Call Speed Call allows you to automatically dial frequently called telephone numbers by entering a one- or two-digit code. Contact y...

54 Make a Call Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number. Note 2: Press the Pause key to insert a 1.5-second pause in the dialing string. 4. Press the Done Key to save the code and number. To make a Speed Call: 1. Lift the handse...

55 Make a Call Intercom Call The Group Intercom feature connects a group of people through a Gpintercom Key. You can use the Group Intercom feature to call a member of your intercom group by pressing a one-, two-, three-, or four-digit code (depending on the size of your group). Your telephone can b...

56 Make a Call To make a Group Intercom All Call conference: 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 mem-bers. 3. To page members who have not ...

57 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 Individual Page from Group Intercom feature allows a Group Intercom member to page another group member using the Handsfree s...

58 While you are away from your desk While you are away from your desk Call Forward On an ACD set, Call Forward can only be used on your Individual DN. It cannot be used in conjunction with your ACD DN. Call Forward allows you to transfer your Individual DN calls to ring at another DN. If the teleph...

59 While you are away from your desk To cancel Call Forward: 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 Answer Split feature allows you to: • Forward an incoming call that originated int...

60 While you are away from your desk To cancel Call Forward Busy/Don’t Answer Split: Dial the appropriate FAC again. You receive a confirmation tone. Call Forward – Remote Activation On an ACD set, the Remote Call Forward feature works only with your Individual DN. Remote Call Forward allows you (fr...

61 While on an active call 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 the original non-ACD call by putting it on H...

62 While on an active call 2. Dial the DN number where you are transferring the call. 3. Press the Swap Key to move between talking with the original caller and the new caller. or or Press the Connect Key to complete the transfer. The two callers are connected and your telephone is ready to make or ...

63 While on an active call If the transferred call is not answered, your telephone rings: 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 administra-tor about the length of you...

64 While on an active call To Park a call using the FAC: 1. Press the Transfer Key. 2. Dial the Call Park FAC If you do not want the call parked on your own DN, dial a DN where you want to park the call. To retrieve a parked call 1. Press a DN Key. or 2. Dial the Call Park FAC or press the DirectPar...

65 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 cod...

66 While on an active call To view the name of a second caller while on a call in progress: 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 appears on the display. Note 1: The display information on the incoming ca...

67 Incoming calls Incoming 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 your own Call Pickup Group: 1. Press the DN key. 2. Press the Pickup Key. To answer a call at a specific extension wit...

68 Incoming calls Call Waiting Call Waiting lets you put your current call on Hold, while you answer the next call. For example: The attendant routes an outside call to you when you are already on a call. Call Waiting allows you to recognize an incoming call and respond to it. To answer an incoming ...

69 Talk with more than one person Talk with more than one person Set up a conference call You can set up a conference call for up to six people (this includes yourself). Contact your system administrator to find out the maximum number of people you can join in a conference on your system. On the M39...

70 Talk with more than one person Call Join To connect a call on Hold (on a different line) to your current call: 1. Press the Conference Key. 2. Press the key that has the caller that you want to connect to your current call. 3. Press the Connect Key. The person on Hold joins your conversation. Pre...

71 Call features Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Privacy Release Privacy Release allows one or more people who share your non-ACD DN to join your call. To use Privacy Release in an established state: 1. Press...

72 Call features Busy Override The Busy Override feature allows you to gain access to a busy station by pressing the ExeBusyOvd Key. To activate Busy Override after receiving a busy tone: 1. Press the ExeBusyOvd Key. Note 1: If Busy Override is valid for the station being called, you hear silence. N...

74 Class features on IVD sets Class features on IVD sets Anonymous Caller Rejection (ACRJ) This feature allows you to reject incoming calls on your individual DN for which calling name/number information has been intentionally blocked. Only calls in which the information is blocked are rejected. Thi...

77 Class features on IVD sets ware and network connections. Check with your system administrator for availabil-ity of the feature and the FAC. To activate or turn ON Customer Originated Trace after receiving a harassing or prank telephone call: / 1. Press the Goodbye Key to disconnect the call . 2. ...

79 Directory display and navigation Directory display and navigation With the M3905’s display, you can view two lines of information. The figure below shows the status once you log into the directory. Access your Callers List, Redial List, or Personal Directory To access the M3905 Dir/Log: 1. Press ...

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: or Press the Callers Key to access the Callers List, or press the Redial Key to access the Redial List. To exit the Dir/Log: or Press the Quit Key or ...

81 Directory display and navigation 7. Press the Enter Key. 8. Dial the password again to confirm your password. 9. Press the Enter Key. 10. Press the Done Key to save changes. or 11. Press the Quit Key or the Directory/Log Key to exit. To disable Personal Directory password: 1. Press the Directory/...

83 Call Log 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 calls, or record no incoming calls. The Callers List stores incoming calls, and the Redial List stores...

84 Call Log To make a call from the Callers List: 1. Use the Navigation Keys to highlight the number you want to call. Note 1: If you are calling an external or long 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...

86 Use the Personal Directory Use the Personal Directory The Personal Directory provides a personalized directory of names and telephone numbers. The Personal Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entries (...

87 Use the Personal Directory Example: To enter the name and telephone number for Chris : 1. Dial the name using the key pad. Note: Press the Up Navigation Key to access special characters you may want to include in the name. Use the Navigation Keys to locate the character you want to include. Press...

88 Use the Personal Directory or 7. Press the Quit Key or the Directory/Log Key to exit. Add an incoming call / 1. Press the Copy Key. The displays shows the message Copy to . 2. Press the Directory/Log Key. or 3. Press Next to copy the incoming call without editing the name. Edit the number, if req...

89 Use the Personal Directory or 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. Add an outgoing call / 1. After the person you called answers, press the Copy Key. The displays shows Copy to . 2. Press the Direc...

90 Use the Personal Directory 3. Press the Yes Key to confirm the deletion. To edit a Personal Directory entry: 1. Press the Edit Key to change 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. Re...

91 Use the Personal Directory Directory with no changes made. or 3. Press the Quit Key or the Directory/Log Key to exit. 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. Note: If you are dialin...

92 Use the Personal Directory Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long dis-tance call. 2. Press the Dial Key and press your non-ACD line key to place the call. To exit...

93 Use the Personal Directory Copy a number from the Redial List You can copy 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 Director...

94 Corporate Directory Corporate Directory The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the n...

96 Corporate Directory To copy an entry from the Corporate Directory to your telephone’s Personal Directory: / 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...

98 Accessories for the M3905 Analog Terminal Adapter (ATA) The ATA allows you to connect an analog device such as a modem or FAX machine to your telephone. External Alerter and Recorder Interface The External Alerter Interface lets you connect a third-party device (remote ringer, indicator light, or...

99 Feature Key chart Feature Key chart The following 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 ContextSensitiveSoft Key Programmable Key FeatureAccessCode FixedKey Activity Code (LOB) NO YES ...

104 Index A Access the Personal Directory 86 Accessories 97 Accessory Connection Module 97 ACD Features 11 Activity Code Key 19, 35 Agent Key 18, 44 Agent Login 33 Agent Login Enhancement 33 Agent Logout 34 Agent Return 42 Agent Walkaway 42 Agent/Supervisor Features 11 Analog Terminal Adapter 98 Ann...