Nortel M3905 - Manual

iii Table of Contents Your telephone non-ACD call features 31 Make a call 31 Auto Dial ............................................................................................ 31Redial last number called ..................................................................... 32Transfer a call .......

iv Draft 0.01 Table of Contents Call features 52 Use Group Call .................................................................................... 52Use Privacy Release .............................................................................. 53Activate Override .................................

v Table of Contents Handset .............................................................................................. 73Analog Terminal Adapter (ATA) ........................................................... 73External Alerter and Recorder Interface ..............................................

1 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...

2 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 (three layer) Programmable Feature Keys (Self-labeled), giving the user access...

3 Terms you should know Agent Features Super visor Features • Emergency • Answer Agent • Agent Login/Logout • Agent Key(s) • Not Ready • Display agents • Call Supervisor • Supervisor (Headset talk/listen) • Make Set Busy • Night Service • Call Waiting time • Call Agent • Activity Code • Observe Agen...

5 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 function keys on your telephone. An...

6 Your Telephone’s Controls Press the Options Key to make adjustments to your telephone's volume and display contrast, as well as other feature settings. Use the Navigation Keys to scroll right, left, up, and down through the telephone options. Programmable Feature Keys (Self-labeled) The four keys ...

7 Your Telephone’s Controls The Volume Control Bar is used to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a call or while the telephone is ringing, adjust the volume on your set using the Volume Control Bar . Raise the volume by pressing the right side or lower th...

8 Your Telephone’s Controls Headset Key / Press the Headset Key to automatically switch back and forth between headset and handset. The headset indicator is lit when active. Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended tha...

9 Your Telephone’s Controls Not Ready / Press the Not Ready Key to put the agent position in a Not Ready state. The Not Ready state takes the agent out of the ACD queue without logging the agent out. The Not Ready state allows the agent to perform and record post call processing duties connected to ...

10 Your Telephone’s Controls Call Agent / The Call Agent Key on the Supervisor set connects the supervisor to an agent position. Super visor Obser ve Super visor Observe Key (LED) allows a walk-around supervisor to plug the headset into the headset jack at the side of the agent’s telephone and monit...

11 Your Telephone’s Controls Individual Director y Number The Individual Directory Number is the second Directory Number for the telephone. You can make outgoing calls on this number and receive incoming calls. The Individual line can be configured to have all the standard functions of a regular tel...

M3905 Call Center Meridian Digital Telephone 13 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 passwords...

14 Call Center Agent/Supervisor Features Agent login / 1. Press the In-Calls Key. 2. Dial your Agent ID (if required). / or / 3. Press the In-Calls Key. or Press the Not Ready Key to enter the ACD queue. Note: On the Meridian SL-100, press Make Busy Key until the indicator turns on, then press the I...

16 Call Center Agent/Supervisor Features Default login If you normally use the same telephone, you do not repeat the complete login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervisor that the set had in the previous login. Default logi...

Call Center Agent/Supervisor Features 17 ExampleTo re-enter ACD DN 1 without using Priority (press £ ‚ £ to correct ACD DN 1): Dial your Agent ID £ Supervisor ID £ ACD DN 1 £ ‚ £ ACD DN 1 £ ACD DN 2 £ ACD DN 3 £ ACD DN 4 £ ACD DN 5 £ £ . Note: This feature is not available on the Meridian SL-100. Ag...

18 Agent features Agent features This section explains the features that are available to ACD agent positions. Use Activity Code This feature allows the ACD user to enter a code to record the type of activity the agent is performing. On the Meridian 1 you use the Activity Code. Note: On the Meridian...

Agent features 19 Answer Call Center calls The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disco...

20 Agent features / Press the Not Ready Key. This will remove you from the queue but keep you logged in as an agent position. or Wait for the caller to terminate the call. Call Forcing The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key...

Agent features 21 Use Not Ready The agent uses the Not Ready Key, when performing post-call work. When you need time to catch up on post-call processing work: / Press the Not Ready Key. This takes you out of the queue. When you are ready to take ACD calls again: / or / Press the Not Ready Key. or Pr...

22 Agent features To answer a non-ACD call, when the telephone rings: Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller. Contact your supervisor To answer your super visor when your phone rings and the Super visor indicator flashes: / Press the Super visor Key...

Agent features 23 Note: On the Meridian SL-100, press the Emergency Key to establish a three way call. To Transfer to a super visor, during a call in progress: / 1. Press the Supervisor Key. / 2. Press the Supervisor Key again when the supervisor answers. / 3. Press the Goodbye Key to disconnect fro...

24 Agent features / 2. Press the Hold Key. 3. Disconnect the headset . Note: On the Meridian SL-100, you need to enter a walkaway code. To return from Walkaway: 1. Connect the headset . / or / 2. Press the key next to the flashing indicator. Note 1: If a caller disconnects before you return from Wal...

Call Center Supervisor features 25 Call Center Super visor features You can assign any feature listed in the “Agent features” section to the supervisor's telephone (except Supervisor), as well as the features described in this section. Agent keys Agent keys allow you to connect, observe, or monitor ...

26 Call Center Supervisor features To disconnect from the emergency call: / Press the Goodbye Key. Call Agent To call an agent: / 1. Press Call Agent Key, your position goes into the Not Ready state. or Press the Agent Key assigned to the agent or dial the agent's position ID. Note: To talk to anoth...

Call Center Supervisor features 27 To use the Super visor Obser ve feature for a two way conversation: While the headset is plugged in, press the Super visor Obser ve Key, the LED lights continuously and the supervisor can participate in the conversation. To mute the Super visor headset: Press the S...

28 Call Center Supervisor features To transition to Night Ser vice: + Press the Night Key and dial ° (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service. Note: On the Meridian SL-100, press the Night Service Key. Do not dial six or ...

Call Center Supervisor features 29 To leave the Obser ve state: / Press the Goodbye Key. Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress. Goodbye

31 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...

32 Make a call To display the Auto Dial number: 1. Press the Display Key. Note: On the Meridian SL-100, press the Auto Dial Key to display the number. 2. Press the configured Auto Dial Key. The number appears on the display. To store an Auto Dial number: 1. Do not select dial tone. Press the appropr...

Make a call 33 Transfer a call Use the Transfer feature to redirect a call on your Individual DN (non-ACD) to a third party. To use the Transfer feature to direct a call to a third party: 1. Press the Transfer Key. The other party is on hold and you receive dial tone. The LCD indicator light flashes...

34 Make a call Use Timed Reminder Recall Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered. To use Timed Reminder Recall: 1. Press the Transfer Key. It puts the call on hold and you hear dial tone. 2. Dial the number to which you want to transfer the call. 3...

Make a call 35 2. Dial the number of the person you want to add to the conference call. You can talk privately to the person you are adding at this time. 3. Press the Conference Key a second time to conference all parties together. Note: If necessary, repeat the procedure to include up to six people...

36 Make a call Activate Ring Again The Ring Again feature allows you to automatically redial a number that is busy or no answer. If you receive a busy tone or no answer when you try to reach someone in your private network, press Ring Again. The activated Ring Again features provides you with an aud...

Make a call 37 Use Speed Call Speed Call allows you to dial frequently called telephone numbers by entering a one, two, or three digit code (i.e. 0-999). See your system administrator to determine the capacity of your Speed Call list. A telephone designated as a Speed Call Controller can program or ...

38 Make a call 3. Dial the Speed Call code. Make a System Speed Call System Speed Call allows you to dial Speed Call codes and override all restrictions while on the call. The System Speed Call feature is set up by your system administrator on the system. It is a speed dial number that is common to ...

Answer a call 39 To answer an Intercom call while on a line other than your Intercom group line: / or / 1. Press the Hold Key to put the current call on hold. or Press the Goodbye Key to end the call. 2. Press the Intercom Key and begin to speak. Answer a call When you receive an incoming call on yo...

40 Answer a call Note 1: If Automatic Hold is enabled, the active call is automatically put on Hold when you answer the second call. Note 2: On the Meridian SL-100, Automatic Hold is the default feature. Note 3: The caller hears music, if music is configured on your system. To retrieve a call on hol...

Answer a call 41 To Park a call on a DN other than the System Park Extension or your own DN: 1. Press the Park Key. 2. Dial the DN where you want the call parked. 3. Press the Park Key. Note: On Meridian SL-100, press Directed Call Park (DCPK) Key. Dial the DN where you want to Park the call. Press ...

42 Answer a call or + or 2. Dial the SPRE code or dial (enter) the Call Park FFC (Meridian 1), or the FAC (Meridian SL-100) followed by the Enter Key. 3. Dial the DN where you parked the call. Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone ...

Answer a call 43 Use Call Waiting Call Waiting lets you put your current call on Hold, while you answer the next call. 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 c...

44 While you are away from your desk While you are away from your desk Call Forward On an ACD set the 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 tel...

While you are away from your desk 45 Forward an internal call On an ACD set, the Internal Call Forward works with your Individual DN only. Internal Call Forward allows calls from internal DNs to ring at another DN. Calls that originate from outside your telephone system still ring at your telephone....

46 While you are away from your desk 4. Dial your Electronic Lock password. 5. Dial your DN. To forward calls to a previous call forward telephone number, go to step 7. 6. Dial the number where you want to forward your calls. If you forward calls to an invalid number, you hear a fast busy. £ 7. Pres...

While you are away from your desk 47 2. Dial the electronic Lock FFC. 3. Dial your electronic lock password. 4. If you perform this operation from a different telephone, dial your DN. / 5. Press the Goodbye Key. To unlock your telephone: 1. Press your Individual DN Key. 2. Dial the Electronic Unlock...

48 While on an active call 4. Dial the new password. 5. Dial the new password again. Note 1: This feature is not available on the Meridian SL-100. Note 2: You cannot change your password from a remote set. While on an active call Activate Call Charge With the Call Charge feature, you can create a ch...

While on an active call 49 2. Dial the charge account number. 3. When you receive dial tone, dial the number. To charge a call in progress: or 1. Press the Transfer Key or the Conference Key. or 2. Press the Charge Key or dial the FFC. 3. Dial the charge account number. 4. Press the Line (DN) Key to...

50 While on an active call Transfer Key. To charge a call to an account when you add someone to a conference call: 1. Press the Conference Key. The call is on Hold. or 2. Press the Account Key or dial the FFC. 3. Dial the charge account number. 4. Dial the number of the person you want to add to the...

While on an active call 51 5. Press the Enter Key. Note: If Calling Party Number is invalid, the screen displays: Charge is not allowed. To charge a call to a charge account: 1. Select a free DN Line. 2. Press the Charge Key. 3. Press the Account Key and dial the charge account number. 4. Press the ...

52 Call features 2. Dial the Trace FFC (Meridian 1) or the FAC (MSL-100 system). 3. Press the DN Key beside the flashing LCD indicator to return to the call. Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Group Call Group C...

Call features 53 To answer a Group Call: / or Press the Headset Key. or Press the Individual DN Key: • If you are on a call and you hear three 10-second tones, this is notification of a group call on your DN. • If you are on a call on another telephone in your group, you hear a long tone through the...

54 Call features Activate Override You can override a busy signal and interrupt another call. To override a busy/engaged signal: 1. You Dial a telephone number and hear a busy signal. 2. Press the Override Key. The people on the call in progress hear an audible tone for approximately one second; the...

Call features 55 Use the Buzz signal Two telephones can link together to allow one person to signal the other. The person signaled hears a “buzz”. Use this feature to indicate a call, a visitor, or a request. To Buzz the telephone linked to yours: 1. Press the Buzz Key. The telephone linked to yours...

56 Call features Use Forced Camp-on Forced Camp-on allows your telephone to automatically ring another telephone as soon as it disconnects from its current call. Forced Camp-on allows both internal and external calls to camp-on. To use Forced Camp-on: 1. You Dial a telephone number. You hear a busy ...

Call features 57 2. Dial the number of the party you want to page. After dialing, you receive a ringback tone. Note 1: The person you paged uses any telephone to enter a Radio Page Answer code, plus their own DN number. This action connects you and the person paged. Note 2: If your call goes unanswe...

58 Call features answer the page call from any telephone and connect to the person who paged you. 1. Dial the Radio Page Answer FFC. You receive page tone. 2. Dial your own DN. You connect to the page caller. You receive a steady high-pitched tone letting you know the caller has hung up.

59 Your telephone display information Your telephone display information Understand the Meridian 1 Calls Waiting status indicator for ACD The Calls Waiting indicator gives the agent a visual status of the number of calls in the ACD queue. The following table lists the four states of the Calls Waitin...

60 Your telephone display information 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 in use. The information is updated regularly and is visible...

61 Your telephone display information Display queue The Display Queue 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 (seconds) for t...

62 Your M3905 Call Center Telephone Options menu Note 1: To display the second caller's name does not interfere with the current call in progress. Note 2: You can use the Display Key with other feature keys to display information associated with the feature keys. Note 3: On the Meridian SL-100, pres...

63 Your M3905 Call Center Telephone Options menu Ring type: This Option gives you the ability to select the type of audible notification you want for incoming calls, such as warble, buzzer, and beeps. Call timer: This feature can be turned on when you want to time each call. Date/time format: Select...

64 Your M3905 Call Center Telephone Options menu Select language The telephone display shows information in one of many languages. Follow these steps to change your display to a different language: 1. Press the Options Key. 2. Use the Navigation Keys to highlight Language selection . 3. Press the Se...

65 Your M3905 Call Center Telephone Options menu 3. Press the Select Key. 4. Scroll through your feature labels with the Navigation Keys. 5. When the label you want to change appears, press the Select Key. 6. Use the right and left Navigation Keys to highlight each letter in the word. 7. To change a...

66 Your M3905 Call Center Telephone Options menu 3. Press the Select Key. or 4. Press Lower Key to adjust the contrast level lower. or Press the Higher Key to adjust the contrast level higher. 5. Press the Done Key when finished. Adjust the volume on your telephone Follow these steps to adjust the v...

67 Your M3905 Call Center Telephone Options menu or 6. Press the Lower Key. or Press the Higher Key. 7. Press the Done Key when finished. Choose Ring type Follow these steps to adjust the Ring type on your telephone: 1. Press the Options Key. 2. Use the Navigation Keys to Highlight Ring type. 3. Pre...

68 Your M3905 Call Center Telephone Options menu 6. Press the Done Key when finished. Use Call Timer Call Timer can be set in three different modes: Automatic, Off and Manual. Follow these steps to enable the call timer: To set Call Timer: 1. Press the Options Key. 2. Use the Navigation Keys to high...

69 Your M3905 Call Center Telephone Options menu 2. Use the Navigation Keys to highlight Date/time format . 3. Press the Select Key. 4. Use the down Navigation Key to scroll through the numbered formats. When the format you want appears. 5. Press the Select Key. 6. Press the Done Key. Use Key Click ...

70 Your M3905 Call Center Telephone Options menu Headset Type The Headset Type allows you to select the type of headset you are using in order to adjust your headset. To select Headset type: 1. Press the Options Key. Use the Navigation Key to scroll through the options and highlight the Headset Type...

71 Your M3905 Call Center Telephone Options menu Display Diagnostics Follow these steps to select Display Diagnostics: 1. Press the Options Key. A list of adjustable features appear in the display area. 2. Use the Navigation keys to highlight Display diagnostic . 3. Press the Select Key. 4. Use the ...

75 Feature Chart Feature Chart Feature Name Softkey Programmable key Feature Attendant Recall NO YES YES Auto Dial NO YES NO Automatic Answer Back NO YES YES Automatic Wake Up Call NO YES YES Call Forward YES NO NO Call Forward and Busy Status NO YES NO Internal Call Forward NO YES YES Call Park YES...

81 Index A Account code 48 ACD calls 19 Activity code 18 agent keys 25 Agent Return 23 Agent Walkaway 23 answer non-ACD calls 7 Answer Agent 25 Answer Emergency 25 Answer Supervisor 22 Attendant Recall 51 Auto Dial 31 Auto Dial Transfer 51 B billing number 48 C Call Agent 26 Call Charge 50 Call Forc...