Nortel M3905 User manual

Nortel Knowledge Network
Enterprise Voice Solutions Customer Documentation
M3905 Call Center
Meridian
DigitalTelephone
Quick Reference Guide

i8/4/99 Draft i
Contents
M3905 Call Center Meridian Digital Telephone 1
Call Center Agent/Supervisor Features 1
Call Center headset interface .................................................................. 1
Agent login ........................................................................................... 2
Login with Agent ID and Multiple Queue Assignment (MQA) .................... 2
Correct errors during the login procedure ................................................ 4
Agent Logout ......................................................................................... 4
Agent features 5
Use Activity Code .................................................................................. 5
Answer ACD calls .................................................................................. 6
Call Forcing .......................................................................................... 7
Use the Emergency Key .......................................................................... 7
Use Not Ready ...................................................................................... 7
Answer or make non-ACD calls .............................................................. 8
Contact your supervisor .......................................................................... 8
Use Walkaway and Return from Walkaway .......................................... 10
Call Center Supervisor features 12
Agent keys .......................................................................................... 12
Answer Agent ..................................................................................... 12
Answer Emergency .............................................................................. 13
Call Agent ........................................................................................... 13
Use the Supervisor Observe and Supervisor Headset Jack ....................... 14
Interflow .............................................................................................. 14
Night Service ...................................................................................... 14
Observe .............................................................................................. 15
Your telephone features 16
Auto Dial ............................................................................................ 16
Redial last number called ..................................................................... 17
Activate Ring Again ............................................................................. 17
Place a call on Hold ............................................................................. 18
Transfer a call ..................................................................................... 18
Forward a call ..................................................................................... 19

ii Draft 0.01
Contents
Trace a Malicious call ...........................................................................20
Use Conference call .............................................................................20
ACD information displays 21
Understand the Meridian 1 Calls Waiting status indicator for ACD ..........21
Understand the ACD display information for the Meridian SL-100 ...........21
Display agent status .............................................................................22
Display queue ......................................................................................23
Display call information ........................................................................23
Your M3905 Call Center Telephone Options menu 25
To access your adjustable features in the Options menu ..........................25
Hardware Options for the M3905 27
Additional Key Caps ............................................................................27
Accessory Connection Module (ACM) ....................................................27
Headset ...............................................................................................27
Handset ..............................................................................................27
Analog Terminal Adapter (ATA) ............................................................27
External Alerter and Recorder Interface ..................................................28
Key-based Expansion Module ...............................................................28
Meridian Communications Adapter (MCA) ............................................28

M3905 Call Center Meridian Digital Telephone
1
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 and other codes as required.
In this document Call Center and Automatic Call Distribution (ACD) are
interchangeable terms.
Call Center Agent/Supervisor Features
This section describes features and procedures for both the Call Center agent and
the supervisor.
Call Center headset interface
A Headset Key is used to switch between the headset and the handset mode of
operation. The LED lights steady to indicate you are in headset mode. The headset
LED is dark (unlit) if you are in handset mode. Go to the Headset type in the
Options list to adjust the gain (refer to “Your M3905 Call Center Telephone
Options menu” on page 25).
Note 1: If you have the handset option installed, you lift the handset and press a
DN or In-Calls key to receive calls. To make outgoing calls with your handset, lift
the handset and press a DN key to receive dial tone.
Note 2: For recommended headsets refer to the Meridian Digital Telephone
M3905 Call Center Users Guide. There are amplified and unamplified headsets
that are compatible with your M3900 Series Telephones.
Test the headset with the telephone before using. In a noisy environment an
amplified headset is an option. Use the Options Headset type and choose the Type
1, Type 2, or Amplified. When the amplified headset is used, there are two choices
of volume control: the rocker control on the telephone and the switch on the
headset. The settings which provide for the best communication with the least
amount of distortion are when the amplifier has a higher setting than the telephone
volume control.

2
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 the Not
Ready Key to enter the ACD queue.
Note 3: On the Meridian SL-100, press
Make Busy Key until the indicator turns on
before you press the In-Calls Key.
Login with Agent ID and Multiple Queue Assignment (MQA)
MQA allows you to enter your four digit Agent ID, select a Supervisor (if your
queue requires one), and enter up to five different ACD DNs with priorities.
To logi n:
/1. Press the In-Calls Key.
To login without Supervisor ID and
without Priority:
2. Select one of the following scenarios:
A, B, C, or D.
Selection A
Dial your Agent ID £ ACDDN1£
ACD DN 2 £ ACD DN 3 £
ACDDN4£ ACD DN 5 ££.
To login with Supervisor ID and
without Priority:
Selection B
Dial your Agent ID £
Supervisor ID £ACD DN 1 £
ACDDN2£ ACD DN 3 £
ACDDN4£ ACD DN 5 ££.
In - Calls
In - Calls
Not Ready
In - Calls

Call Center Agent/Supervisor Features
3
To login without Supervisor ID and
with Priority:
Selection C
Dial your Agent ID £ ACD DN 1 £
Priority 1 £ACDDN2£
Priority 2 £ ACDDN3£
Priority 3 £ ACDDN4£
Priority 4 £ ACDDN5£
Priority 5 ££.
To login with Supervisor ID and with
Priority:
Selection D
Dial your Agent ID £
Supervisor ID £ACDDN1£
Priority 1 £ACDDN2£
Priority 2 £ ACDDN3£
Priority 3 £ ACDDN4£
Priority 4 £ ACDDN5£
Priority 5 ££.
/or
/
3. Press the In-Calls Key or press the Not
Ready Key to enter the ACD queue.
Note: The MQA feature is not available on
the Meridian SL-100.
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 login:
/1. Press the In-Calls Key.
or
2. Dial your Agent ID £££ (if your
queue requires a Supervisor ID).
or
Dial your Agent ID ££ (if no
Supervisor ID required).
In - Calls
Not Ready
In - Calls

4
Call Center Agent/Supervisor Features
To select default Priority or
Supervisor ID:
Dial the Octothorpe instead of a
Priority entry or a Supervisor ID entry. The
system uses the Priority or Supervisor ID
configured for your set.
Note: A Supervisor who logs in to take
ACD calls, cannot enter a Supervisor ID
(even if the agents generally enter one).
Correct errors during the login procedure
Dial ‚£ to correct the previous entry.
The Supervisor ID, ACD DNs, and
Priorities can be re-entered (see the
example below).
Example
To re-enter ACD DN 1 without using
Priority (press £ ‚ £ to correct
ACD DN 1):
Dial your Agent ID £ Supervisor ID £
ACDDN1£ ‚ £ ACDDN1£
ACDDN2£ ACD DN 3 £
ACDDN4£ ACD DN 5 ££.
Note: This feature is not available on the
Meridian SL-100.
Agent Logout
/Press the Make Busy Key and disconnect
the headset. The LED indicator lights
steadily.
Note: If you press the Make Busy Key while
on an ACD call you will be logged out
automatically when the call is finished.
Make Busy

Agent features
5
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 Meridian 1 you use the Activity Code.
On the Meridian SL-100, use the Line of Business (LOB) Key and case numbers to
record the type of ACD call the agent is handling.
Both system track items such as the number of specific types of calls and the
holding times for these calls.
To capture the type of ACD call on
the Meridian SL-100:
1. While on an active ACD call, press the
LOB Key.
2. Dial the LOB code which reflects the
type of call you are handling. The
digits are shown on the display as you
enter them. If you make a mistake
while entering the digits, press the LOB
Key again and re-enter the correct
digits.
Repeat steps one and two for other
applicable codes, you can enter a up to
three LOB codes per call.
You answer an ACD call and the
Activity Code LCD or LED indicator
flashes:
/1. Press the Activity Key.
2. Dial the Activity Code that
corresponds to the present caller's
activity.
LOB
Activity
Activity

6
Agent features
/3. Press the Activity Key again. If doing
multiple tasks, you can enter another
activity code.
Answer ACD 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 disconnect from an ACD call, the agent presses the Goodbye Key or
the In-Calls Key a second time. The Agent cannot make outgoing calls on the ACD
In-Calls Key a second time.
To make outgoing calls and to accept non-ACD calls, the ACD user can have one
or more non-ACD DNs.
Your phone rings and the In-Calls
indicator flashes:
/Press the In-Calls Key. The caller is
connected and the indicator lights steadily.
To end an ACD call:
/
or
Press the Goodbye Key.
or
/
or
Press the In-Calls Key.
or
or
Press an individual (non-ACD) Line key.
This will remove you from the queue.
or
/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.
Activity
Activity
In - Calls
Goodbye
In - Calls
2498
Not Ready

Agent features
7
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. An agent
does not have to press the In-Calls Key. When Call Forcing is on, the agent has a
time interval between each incoming call that is defined by the system
administrator. After the time interval is up, the agent hears a tone through the
headset and Call Forcing automatically connects the incoming call to the agent.
/You hear a short tone. The In-Calls
indicator lights steadily and the ACD call
automatically goes to the agent position.
Note: Pressing the In-Calls Key with Call
Forcing Auto Answer on, disconnects an
active ACD call.
Use the Emergency Key
When you have an emergency
situation:
/Press the Emergency Key. The indicator
flashes while your supervisor is called.
When your supervisor picks up the call, the
LED 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 the Emergency Key for
future reference.
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.
In - Calls
Emergency
Not Ready

8
Agent features
When you're ready to take ACD calls
again:
/
or
/
Press the Not Ready Key.
or
Press the In-Calls Key.
Note 1: On the Meridian SL-100, you must
press the Not Ready Key to begin receiving
ACD calls.
Note 2: If you Press the In-Calls Key
during an ACD call, the call is
disconnected.
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 flashes, the agent can press the individual DN line and answer the
call.
To make a non-ACD call:
1. Press an individual extension key.
2. Dial the number you wish to call.
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 supervisor when
your phone rings and the Supervisor
indicator flashes:
/Press the Supervisor Key.
Not Ready
In - Calls
2498
2498
Supervisor

Agent features
9
If you're on a call and hear a buzz
and the Supervisor indicator flashes:
/1. Press the Hold Key.
/2. Press the Supervisor Key.
To call your supervisor:
/Press the Supervisor Key. 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:
/1. Press the Supervisor Key. The caller is
on hold and you can talk privately
with your supervisor.
/2. Press the Supervisor Key again after
your supervisor answers. You now
have a three-way conversation with
the supervisor and the caller.
Note: On the Meridian SL-100, press the
Emergency Key to establish a three way
call.
To Transfer to a supervisor, 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
from the call. The caller remains
connected with your supervisor.
Hold
Supervisor
Supervisor
In - Calls
Supervisor
Supervisor
Supervisor
Supervisor
Goodbye

10
Agent features
Use Walkaway and Return from Walkaway
Use this feature when you need to leave your desk during an ACD call, during a
non-ACD call, or while in the Not Ready state.
To use the Walkaway feature:
/
1. Press the Hold Key. The LCD indicator
beside the In-Calls extension flashes.
2. Disconnect the headset before you
leave.
Note 1: Some headsets have a quick
disconnect feature. You can do a quick
disconnect instead of disconnecting the
headset.
Note 2: On the Meridian SL-100, you do
not have to disconnect the headset.
To Walkaway while in Not Ready
mode (Not Ready LED or LCD
indicator is on, and Not Ready is
shown on the display):
/1. Press the Not Ready Key.
/
2. Press the Hold Key.
3. Disconnect the headset.
Note: On the Meridian SL-100, you need
to enter a walkaway code.
Hold
Not Ready
Hold

Agent features
11
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 Walkaway, the Not Ready
indicator flashes. When you return from
Walkaway, you are in Not Ready mode.
Note 2: Even if you are using the handset,
you must disconnect the headset to activate
walkaway mode. There is not a quick
disconnect for the handset.
Note 3: On the Meridian SL-100, when
the agent presses the Not Ready Key, an
active call is terminated, unless the
non-immediate Cut-off option is enabled. A
call on hold prevent you from activating the
Not Ready Key.
Not Ready
In - Calls

12
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), as well as the features described in
this section.
Agent keys
Agent keys allow you to call, observe, or monitor the status of each Agent
position. Each Agent Key is linked to a particular agent position and can be used
along with the Call Agent or Observe Agent Keys.
The following table shows what the Agent Key LED indicators mean.
Answer Agent
When your phone rings and the
Answer Agent indicator flashes:
/Press the Answer Agent Key. Your position
goes into Not Ready state and you are
connected to the agent.
To disconnect an agent call:
/Press the Goodbye Key.
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.
Ans Agent
Goodbye

Call Center Supervisor features
13
Answer Emergency
When your phone buzzes 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.
Your position goes into Not Ready
state and the Answer Emergency
indicator lights steadily.You are
connected to the call.
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.
Press the Agent Key assigned to the
agent or dial the agent's position ID.
Note: To talk to another agent repeat steps
one and two or press the Agent Key for the
next agent.
To leave Call Agent state:
/Press the Goodbye Key.
Hold
Ans Emerg
Goodbye
CallAgt
Agent1
Goodbye

14
Call Center Supervisor features
Use the Supervisor Observe and Supervisor Headset Jack
The Supervisor Observe Key is located in the upper left corner of the M3905 ACD
telephone. It has an associated LED.
A supervisor can listen in on an active call at an ACD terminal by connecting their
headset into the jack near the Supervisor Observe Key on an agent’s telephone.
The LED goes dark to denote that the supervisor can hear the conversation while
the microphone for their headset is muted. By pressing the Supervisor Observe
Key once, the LED is steady-on, the supervisor’s headset is fully functional, and the
supervisor can participate in the conversation. A second press of the Supervisor
Key puts the headset on mute.
Interflow
When the call backlog or the waiting time in the queue exceeds a set threshold,
Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its
threshold.
To activate Interflow:
Press the Interflow Key. The indicator
flashes and excess calls are routed to the
destination.
To stop Interflow:
Press the Interflow Key again.
Night Service
To enter Night Service:
+ Press the Night Key and dial
fl
(6=N for Night).
The indicator lights steadily. All calls in the
queue and new calls receive Night Service.
Interflow
Interflow
Night

Call Center Supervisor features
15
To transition to Night Service:
+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 eight.
Exit Night Service:
+Press the Night Key and dial ‹
(3=D for Day).
The indicator flashes. New calls enter the
queue.
Note: On the Meridian SL-100, press the
Night Service Key. You do not dial three.
Observe
To observe an agent:
/1. Press the Observe Agent Key. Your
position goes into Not Ready state.
or
2. Press the Agent Key or dial the agent's
position ID. You can listen to the agent
and caller's conversation. Repeat this
step to observe another agent.
Note: To observe another agent, repeat
steps one and two or press the Agent Key
for the next agent.
To talk to an agent you are
observing:
While observing an agent.
/1. Press the Call Agent Key. You now
have a conference with the agent and
the caller.
Night
Night
Obv Agent
Agent1
CallAgt

16
Your telephone features
To leave the Observe 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.
Your telephone features
This section briefly describes some non-ACD features commonly used for call
processing. For more details on these or other non-ACD features, refer to the
M3905 Call Center User Guide.
Some features require special system packages. Check with your system
administrator for feature availability.
Auto Dial
Auto Dial lets you dedicate a feature key to a specific number.
Use Auto Dial:
1. With the headset plugged in, select the
individual DN Line.
2. Press the associated Automatic Dial
Key. This automatically dials the
number.
Program an Auto Dial number:
1. Press the appropriate Auto Dial Key.
2. Dial the telephone number you want
for the Auto Dial Key.
3. Press the Auto Dial Key a second time.
Note: Use the Change label option to
personalize the AutoDial label.
Goodbye
2498
Purchasing
AutoDial
AutoDial

Your telephone features
17
Redial last number called
Last Number Redial allows you to automatically redial the last number you dialed.
To use last Number Redial:
Press the non-ACD DN Key twice. The last
number dialed is automatically redial.
££
££££
££ Note: On the Meridian SL-100, press the
Octothorpe Key twice.
Activate Ring Again
If you receive a busy tone or no answer when you try to reach someone in your private
network, Ring Again gives you audible tone notification when that person is available
or has used their telephone. The Ring Again feature allows you to automatically redial
the number.
To activate Ring Again:
1. Dial an individual DN and receive a
busy tone or no answer.
2. Press the Ring Again Key.
/3. Press the Goodbye Key.
To call Ring Again party when you receive
notification:
Press the Ring Again Key.
To cancel Ring Again before notification:
Press the Ring Again Key a second time
before hearing the audible tone
notification.
Note: On the Meridian SL-100, the Ring
Again feature is only available for busy
tone.
3000
RingAgn
Goodbye
RingAgn
RingAgn