Nortel Meridian SL-100 M3905 Bedienungsanleitung

Nortel Knowledge Network

Enterprise Voice Solutions Customer Documentation

Meridian Digital

Telephones

Meridian SL-100

M3905 Call Center

User Guide

Table of contents

Introduction to your M3905 Call Center Telephone 9

M3905 Call Center Telephone 9

M3905 Call Center Features 10

Available ACD Features on the M3905 Telephone 11

Terms you should know 13

Your telephone’s controls 15

Programmable Line/Feature Keys (self-labeled) 15

Context Sensitive Soft Keys (self-labeled) 16

Call Processing Keys 16

Fixed Keys 17

Application Keys 20

Primary Directory Number 21

Individual Directory Number 21

Message Key 21

M3905 Call Center Meridian Digital Telephone 22

Your telephone display information 22

M3905 Display 22

Options List 23

Select a language 24

Change a Feature Key label 24

Adjust Screen contrast 26

Adjust volume 26

Choose Ring type 27

Select Call Log options 27

Live dial pad 28

Preferred name match 28

Area code set up 28

Call timer 29

Date/time format 29

Key click 29

Table of contents

Headset type 30

Headset port on call 30

Headset port external alerter 31

Display diagnostics 31

Call Center headset interface 32

Freeing your hands while on the job 32

Switching between the handset and the headset 32

Call Center agent/supervisor features 33

Agent Login 33

Agent Login Enhancement 33

Agent Logout 34

Agent features 35

Activity Code Fixed Key to activate Line-of-Business code 35

Answer Call Center Calls 35

Call Forcing 36

Multistage Queue Status Key/Lamp 36

Display Queue Threshold (MSQS enhancement for agents) 37

Emergency Key 39

Make Busy 39

Not Ready Key 40

Answer or Make Non-ACD Calls 41

Contact your supervisor 41

Walkaway and Return from Walkaway 42

Transfer to InCalls Key 43

Call Center supervisor features 44

Agent Keys 44

Answer Agent 44

Answer Emergency 45

Call Agent 45

Use Supervisor Observe and the Supervisor Headset Jack 45

Controlled Interflow 46

Night Service 46

Table of contents

Observe Agent 47

Display Agent Status 48

Display Queue Status 49

Your telephone non-ACD call features 50

Make a Call 50

Predial feature 51

Auto Dial 51

Redial Last Number Called 52

Activate Ring Again 52

Speed Call 53

System Speed Call (Network Speed Call) 54

Intercom Call 55

Group Intercom All Call 55

Intercom Call on a Predesignated Set 56

Individual Page from Group Intercom 57

Answer a Call 57

While you are away from your desk 58

Call Forward 58

Forward an Internal Call (Call Forward Busy/Don’t Answer Split) 59

Call Forward – Remote Activation 60

While on an active call 61

Place a call on Hold 61

Transfer a Call 61

Blind Transfer Recall 62

Call Park 63

Charge a Call or Charge a Forced Call 65

Inspect Key 65

Trace a Malicious Call 66

Table of contents

Incoming calls 67

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-on 73

Class features on IVD sets 74

Anonymous Caller Rejection (ACRJ) 74

Automatic Callback (ACB) 74

Automatic Recall (AR) 75

Customer Originated Trace (COT) 76

Calling Name/Number Delivery Blocking (CNNB) 77

Selective Call Forward (SCF) 78

Directory display and navigation 79

Access your Callers List, Redial List, or Personal Directory 79

Directory password protection 80

Call Log 83

Access and use the Callers List 83

Access and use the Redial List 84

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 View 91

Search for an entry 92

Copy a number from the Redial List 93

Corporate Directory 94

Accessories for the M3905 97

Additional key caps 97

Accessory Connection Module (ACM) 97

Personal Directory PC Utility 97

Headset 97

Handset 97

Analog Terminal Adapter (ATA) 98

External Alerter and Recorder Interface 98

Key-based Access Expansion Module (KBA) 98

Display-based Access Expansion Module (DBA) 98

Feature Key chart 99

Meridian SL-100 Feature Access Codes (FAC) 103

Table of contents

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 passwords and other codes as required.

The Meridian SL-100 system automatically controls incoming call routing to

answering positions, and can provide music or recorded announcements to waiting

callers.

One of the codes provided by your system administrator is the Feature Access Code

(FAC) which you need in order to use some features. For other features, you may need

a feature key.

In this document, Call Center telephone and Automatic Call Distribution telephone

(ACD) are interchangeable terms for the M3905 Call Center telephone.

Additional hardware options are available to expand the capabilities of the M3905

Call Center Telephone. See “Accessories for the M3905” on page 97.

M3905 Call Center Telephone

Message Waiting Light/

Incoming Call Indicator

LCD Display

Goodbye

Hold

Volume Control Bar

Fixed Feature Keys

Context Sensitive Soft Keys

(self-labeled)

Navigation Keys

SupervisorQuit

Copy

Date/Time Display

Supervisor

Observe Key

LED

Programmable Line/

Feature Keys

(self-labeled)

LED

Not Ready

Emergency

Headset

In-Calls

Make Busy

Mute

553-9043

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

maximum of 10 of the available features

• six Fixed Feature Keys (configured to fit the users business needs)

Optional accessories:

• Handset

• Headset

• Accessory Connection Module (ACM)

• Key-based Access Expansion Module (KBA)

• Display-based Access Expansion Module (DBA)

• External Alerter and Recorder Interface (MEARI)

• Analog Terminal Adapter (ATA)

• Personal Directory PC Utility

Note: The M3905 does not support handsfree calling.

Fixed key caps:

— Headset (with LED indicator)*

—In-Calls*

— Supervisor*

— Emergency*

— Not Ready*

— Make Busy*

Optional key caps:

—CallAgent

— Observe Agent (Obv Agent)

— Answer Emergency (Ans

Emerg)

— Answer Agent

— Activity (for LOB codes)

— Display Queue (Dsply Queue)

– for MSQS or Display Queue

status

Note 1: The Headset and In-Calls Keys are required. Your system

administrator can reconfigure the remaining four keys to any of the features

listed above. Key caps need to be replaced to match the reconfigured feature.

Note 2: *The features with an asterisk are the default keys.

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