Nortel M3905 User manual

Nortel Knowledge Network
Enterprise Voice Solutions Customer Documentation
Meridian Digital
Telephones
M3905 Call Center
User Guide

38
While you are away from your desk: Call Forward

i
Contents
Introduction to the M3905 Call Center telephone 1
M3905 Call Center telephone ................................................................. 1
M3905 Call Center telephone keys ......................................................... 2
Your Telephone’s Controls 3
Fixed and programmable telephone keys ................................................. 3
Fixed Automatic Call Distribution (ACD) Feature Keys ............................... 5
Terms you should know 7
Directory Numbers 8
Primary Directory Number ...................................................................... 8
Individual Directory Number ................................................................... 8
Your telephone’s display 9
M3905 Call Center telephone display ..................................................... 9
Options List 10
Select a language ................................................................................ 11
Change a Feature Key label ................................................................. 11
Adjust Screen contrast .......................................................................... 13
Adjust volume ...................................................................................... 13
Choose Ring type ................................................................................. 14
Select Call Log options ......................................................................... 14
Use Live dial pad ................................................................................. 15
Select Preferred name match ................................................................. 15
Set up area code ................................................................................. 15
Enable Call timer ................................................................................. 16
Select Date/time format ........................................................................ 16
Enable Key click .................................................................................. 16
Headset type selection .......................................................................... 17
Use Headset port on call ...................................................................... 17
Activate Headset port external alerter .................................................... 18
Display diagnostics .............................................................................. 18

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Call Center Agent/Supervisor Features 19
Headset interface .................................................................................19
Agent login .........................................................................................19
Login with Agent ID and Multiple Queue Assignment (MQA) ...................20
Correct errors during the login procedure ..............................................21
Default login ........................................................................................22
Agent logout ........................................................................................22
Call Center Agent features 23
Use Activity Code .................................................................................23
Answer Call Center calls .......................................................................23
Call Forcing ......................................................................................... 24
Use the Emergency Key ........................................................................25
Use Not Ready ....................................................................................25
Activate Make Set Busy ........................................................................25
Answer or make non-ACD calls ............................................................26
Contact your supervisor ........................................................................26
Use Walkaway and Return from Walkaway ...........................................27
Call Center Supervisor features 29
Agent Keys ..........................................................................................29
Answer Agent ......................................................................................29
Answer Emergency ..............................................................................29
Call Agent ...........................................................................................30
Use the Supervisor Observe and Supervisor Headset Jack .......................30
Observe Agent .................................................................................... 31
Interflow ..............................................................................................31
Night Service .......................................................................................32
Viewing queue status 33
The ACD Calls Waiting status indicator .................................................33
Display Queue .....................................................................................34
Display agent status .............................................................................35
Your telephone’s non-ACD call features 36

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Contents
Make a call 36
Use the Predial feature ......................................................................... 36
Auto Dial ............................................................................................ 37
Ring Again .......................................................................................... 38
Redial last number called ..................................................................... 38
Use Speed Call .................................................................................... 39
Make a System Speed Call ................................................................... 40
Use Hot Line ........................................................................................ 40
Make an Intercom call .......................................................................... 41
Answer a call 42
While on an active call 43
Place a call on Hold ............................................................................. 43
Transfer a call ..................................................................................... 43
Use Timed Reminder Recall ................................................................... 44
Use Attendant Recall ............................................................................ 45
Use Call Park ....................................................................................... 45
Calling Party Number/Charge Account ................................................. 47
Display incoming calls .......................................................................... 48
Trace a Malicious call .......................................................................... 48
Incoming calls 49
Activate Automatic Answerback ............................................................ 49
Activate Call Pickup ............................................................................. 50
Use Call Waiting ................................................................................. 51
Whileyouareawayfromyourdesk 52
Forward calls ...................................................................................... 52
Forward internal calls only ................................................................... 53
Use Remote Call Forward ..................................................................... 54
Secure your telephone 56

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Contents
Talk with more than one person 57
Set up a Conference call .......................................................................57
Join a call ............................................................................................58
Selectable Conferee Display and Disconnect ..........................................59
Use Group Call ....................................................................................60
Additional Call Features 62
Use the buzz signal ..............................................................................62
Call Page to make an announcement .....................................................62
Charge or Force Charge a call ..............................................................63
Enhanced Override Feature ..................................................................65
Forced Camp-on ..................................................................................66
Override Feature .................................................................................67
Privacy Release Feature ........................................................................67
Radio Paging .......................................................................................68
Voice Call ...........................................................................................70
Use the Voice Messaging control screens ...............................................70
Directory display and navigation 72
Access your Callers List, Redial List, or Personal Directory ........................72
Directory password protection ...............................................................73
Call Log 76
Access and use the Callers List ..............................................................76
Access and use the Redial List ...............................................................77

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Contents
Use the Personal Directory 79
Access the Personal Directory ............................................................... 79
Add a Personal Directory entry ............................................................. 79
Add an incoming call ........................................................................... 81
Add an outgoing call ........................................................................... 82
Delete or edit a Personal Directory entry ................................................ 83
Delete your Personal Directory .............................................................. 84
Use the Personal Directory to make a call .............................................. 84
Use Card View .................................................................................... 85
Search for an entry .............................................................................. 86
Copy a number from the Redial List ....................................................... 86
Set-to-Set Messaging 88
Corporate Directory 91
Accessories for the M3905 Call Center telephone 94
Accessory Connection Module (ACM) ................................................... 94
Additional Key Caps ............................................................................ 94
Analog Terminal Adapter (ATA) ........................................................... 94
Computer Telephony Integration Adapter (CTIA) .................................... 94
Display-based Expansion Module ......................................................... 94
External Alerter and Recorder Interface ................................................. 94
Handset .............................................................................................. 95
Headsets ............................................................................................. 95
Key-based Expansion Module ............................................................... 95
Personal Directory PC Utility ................................................................. 95
Flexible Feature Codes (FFCs) 96
Index 97

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Contents

1
Introduction to the M3905 Call Center telephone
Introduction to the M3905 Call Center telephone
Your M3905 Call Center telephone provides easy access to a wide range of
business features.
Your network administrator assigns features to your feature keys and provides you
with passwords and other codes as required.
The Meridian 1 system automatically controls incoming call routing to answering
positions, and can provide music or recorded announcements to waiting callers.
In this document, Call Center telephone and Automatic Call Distribution telephone
(ACD) are interchangeable terms for the M3905 Call Center telephone.
Optional accessories are available to expand the capabilities of the M3905 Call
Center Telephone. See “Accessories for the M3905 Call Center telephone” on
page 94 for more information.
M3905 Call Center telephone
Message Waiting Light
LCD Display
Goodbye
Hold
Volume Control Bar
Fixed Feature Keys
Context Sensitive
Soft Keys (self-labeled)
Navigation Keys
SupervisorQuit
Copy
Supervisor
Observe Key
LED
Programmable Line (DN)/
Feature Keys (self-labeled)
LED
Not Ready
Emergency
Headset
In-Calls
Make Busy
Mute
553-9043C

2
Introduction to the M3905 Call Center telephone
M3905 Call Center telephone keys
The M3905 Call Center telephone features:
• Eight Programmable Line (DN)/Feature Keys (self-labeled), giving you
access to eight different lines (DNs) or features.
• Four Context Sensitive Soft Keys (self-labeled)
• Six Fixed Feature keys which may be configured to fit your business
needs (see note):
— Headset (with LED indicator)*
—In-Calls*
—CallSupervisor*
—Emergency*
—NotReady*
—MakeSetBusy*
—CallAgent
—ObserveAgent
—AnswerEmergency
— Answer Agent
— Activity Code
—DisplayQueue
Note: The Headset and In-Calls Keys are required. Your network administrator can
reconfigure the remaining four keys to any of the features listed above. Default keys are
indicated by an asterisk. Order the optional Key Cap Kit to obtain key caps for the
non-default features. See “Additional Key Caps” on page 94.

3
Your Telephone’s Controls
Your Telephone’s Controls
Fixed and programmable telephone keys
Use the Volume Control Bar to control the
volume of the handset, headset, speaker,
ringer, and handsfree. Increase the volume
by pressing the right side of the bar. Lower
it by pressing the left side.
/You can terminate an active call by
pressing the Goodbye Key. The Goodbye
Key is useful for disconnecting a handsfree
call.
/Press the Headset Key to switch a call back
and forth between the optional handset
and the headset.
A steady LCD indicator appearing beside
aProgrammable Line (DN)/Feature Key
means that the feature or line is active. A
flashing LCD indicator means the line is on
hold or the feature is being programmed.
/By pressing the Hold Key, you can put an
active call on hold. Return to the caller by
pressing the DN Key beside the flashing
indicator.
/The Mute Key allows you to listen to a
conversation without being heard. Push the
Mute Key again to return to a two way
conversation. The Mute Key applies to both
the headset and optional handset
microphones. The Mute LED flashes when
the Mute option is in use.
The Navigation Keys allow you to scroll
through Menus and lists on the display.
/The Copy Key is reserved for future
applications.
Goodbye
Headset
2637
Hold
Mute
Copy

4
Your Telephone’s Controls
The Quit Key ends an active application.
Pressing the Quit Key does not affect the
status of calls currently on your telephone.
Note: If you press the Quit Key before the
Done Key you exit without saving changes.
Press the Done Key to exit and save
changes.
The Options Key allows you to access and
modify telephone options. It is configured
as the top left programmable feature key
on the telephone.
The Directory/Log Key allows you to
access your Personal Directory (100
entries), Callers List (last 100 calls), and
Redial List (last 20 outgoing calls).
The Applications Key allows you to access
additional features that may be provided
by your network administrator.
The Individual (secondary) Line/Directory
Number (DN) Key(s) allow you to make
and receive non-ACD calls.
The More Key allows you to access
additional layers of Context Sensitive Soft
Keys.
Example:
Context Sensitive Soft Keys are configured
for various features on the M3905 Call
Center telephone. The Soft Keys are
located below the display area. These keys
have an LCD label above them that
changes based on available features or the
active application.
Programmable Line (DN)/Feature Keys
are located at the sides of the upper
display area. Once configured, these keys
provide one-touch feature activation. A
status icon indicates call or feature status.
Quit
Options
Dir/Log
App's
2637
More...
Trans
CallWait

5
Your Telephone’s Controls
Fixed Automatic Call Distribution (ACD) Feature Keys
The fixed feature keys on your M3905 Call Center telephone are labeled at the
factory. The default feature keys are: Headset, Call Supervisor, Emergency, Not
Ready, Make Busy, and In-Calls. The Headset and In-Calls keys can not be
reconfigured. The remaining four keys can be configured for any of the following
features: Activity, Answer Emergency, Answer Agent, Observe Agent, Display
Queue (waiting calls), or Call Agent.
/The In-Calls Key provides easy access to
your Primary or ACD Directory Number of
the agent position. Press the In-Calls Key to
answer incoming ACD calls.
/Press the Headset Key to switch back and
forth between using the headset and using
the optional handset. The headset indicator
is lit when the headset is active.
Note 1: Headsets vary in electrical,
physical, and audio characteristics.
Performance perception is subjective so
Nortel Networks recommends that you that
you try using the headset with each of the
three settings on both internal and external
calls. This will help you determine which
setting works best. As with all Meridian
Digital Telephones, both amplified and
unamplified headsets are supported.
Note 2: Use the Amplified Headset setting
if you are using an amplified headset.
Note 3: The handset is an optional
hardware item. If you order this option,
Nortel Networks recommends that it be
installed by your network administrator.
/The Supervisor Key is a direct line on the
agent telephone to the supervisor.
/Press the Emergency Key to join the
supervisor into a call that you judge to be
an emergency situation.
In - Calls
Headset
Supervisor
Emergency

6
Your Telephone’s Controls
/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 ACD calls.
/Press the Make Busy Key to log out of the
ACD queue and agent position.
/Press the Activity Key and enter the
appropriate activity code to record the
activity the agent is performing.
/The Answer Emergency Key on the
Supervisor ACD telephone corresponds to
the agent emergency call key.
/The Answer Agent Key on the Supervisor
ACD telephone corresponds directly to the
agent’s call supervisor key, this allows a
direct connection to the supervisor from an
agent position.
/The Observe Agent Key (on the Supervisor
ACD telephone) allows the supervisor to
monitor the activity on the agents
telephone.
/The Display Queue Key on the Supervisor
and Agent ACD telephone displays to the
agent or the supervisor information on the
number and waiting times of the calls in
the ACD queue.
/The Call Agent Key on the Supervisor set
connects the supervisor to an agent
position.
The Supervisor Observe Key allows a
walk-around supervisor to plug a headset
into the headset jack at the side of the
agent’s telephone and monitor or join the
conversation between the agent and the
Call Center caller. The LED adjacent to this
key lights to indicate that the jack is in use.
Not Ready
Make Busy
Activity
Ans Emerg
Ans Agent
Obv Agent
Dsply Queue
CallAgt

7
Terms you should know
Terms you should know
Attendant — The attendant is a telephone operator in your organization.
Call party information—When your telephone rings, the display shows Call Party
Name Display (CPND) information. The system must have CPND enabled. The
display shows the phone number and name, if available, of the incoming call.
Context Sensitive Soft Keys — The four keys located directly below the display
are referred to as Context Sensitive Soft Keys. The label and function of each key
changes depending upon the available features or the active application.
Directory Number (DN) — The Directory Number is a number that consists of one
to seven digits for a telephone, also known as an extension number.
Fixed Keys—The Fixed Keys are the hard, factory labeled, keys on your
telephone.
Flexible Feature Codes (FFCs) —Flexible Feature Codes (FFCs) allow you to
access features for which you do not have a fixed or soft feature key. Flexible
Feature Codes are applicable to the Meridian 1 system only. For your
convenience, the FFCs for your system can be printed on a page located at the
back of this guide.
Indicator — An indicator is an LCD or LED that displays the current status of a
feature by its state; flashing, winking, steady on, or off.
Information screen—The Information screen displays call activity, lists, prompts,
and status of calls.
Interrupted dial tone—Interrupted dial tone is a broken or pulsed dial tone, heard
when you access some of the features on your telephone.
Meridian 1 — The Meridian 1 is your office communications system.
More... — The More Key allows access to the multiple layers of the Programmable
Feature Keys. These keys are the four keys located below the lower display area.
Off-hook — Off-hook is a term used to indicate that the telephone is active and
ready to make a call. On the M3905 you can go off-hook when you press your
Individual DN Key only. The M3905 does not go off-hook when you press the
In-CallsKeyoryourPrimary(ACD)DNKey.
Paging tone— Paging tone is a special tone heard when using the Radio Paging
feature. You hear two beeps followed by a dial tone.
Primary Directory Number (PDN)— The Primary Directory Number is the main
extension number on your telephone. It is accessed using the Primary Directory
Number (PDN) Key. On the M3905 your Primary Directory Number and your
ACD Directory Number are the same. The In-Calls Key connects directly to the
PDN Key.

8
Directory Numbers
Private Line — A Private Line can be assigned to your telephone. With this line
you can reach an outside number without dialing a code to access an outside line.
Internal extensions cannot be dialed from a private line.
Ringback/ring tone— The Ringback/ring tone is the sound you hear when a call
you have made is ringing at its destination.
Shared Directory Numbers — A shared directory number is a DN (extension)
that is shared by two or more telephones. This is also known as a Multiple
Appearance DN (MADN).
Special dial tone— The special dial tone refers to three consecutive tones followed
by dial tone that you hear when accessing some of your telephone features.
Switchhook — The switchhook is the button the optional handset presses down,
disconnecting your call, when you replace the handset. When you lift the handset
on the M3905 you must press an Individual Line (DN) Key to receive dial tone.
Directory Numbers
Primary Directory Number
ThelowerrightProgrammableLine(DN)/FeatureKeyistheACDPrimary
Directory Number (DN)Key. The function of this key is identical to that of the
In-Calls Key.
Individual Directory Number
The Individual Directory Number (DN) is a secondary DN 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,
non-ACD, telephone line.
Note: You have only one Primary Directory Number assigned to your telephone.
You can have multiple Individual DNs assigned to your telephone.

9
Your telephone’s display
Your telephone’s display
This section summarizes the display features of the M3905. An example of an idle
display is shown in the following figure.
M3905 Call Center telephone display
The upper portion of the display on the M3905 giveslineandfeaturestatus
information, the lower display area is a two line feature information display.
Note: Refer to “Your Telephone’s Controls” on page 3 for information on the
specialized keys on your M3905 Call Center telephone.
Options
Dir/Log
Intercom
Display

Line/Feature
Key Status
Date/time display
Call party info
Feature Status info
Options info
Directories info
NORTEL NETWORKS

Aug 2 5:48 P

5 New callers

Forward

553-9091
Quit Copy
Callers

Redial

2637

AutoDial

DisplayQue

App's


10
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, Ring type, Call log options, Preferred name
match, Area code set-up, Call timer enable, Date/time format, Key click enable,
Headset type, and Display diagnostics.
To change any option’s setting:
1. Press the Options Key.
2. Use the Navigation Keys to scroll up
or down through the options list.
3. Press the Select Key when the desired
option is highlighted.
4. Change the option’s settings. Refer to
the following pages for details. The
display also provides you with
information to adjust your selection.
5. Press the Done Key to save your
changes.
or
6. Press the Quit Key or Options Key to
exit.
Note: If you press the Quit Key or Options Key before you press the Done Key,
youexittheOptionsListwithoutsavingyourchanges.
Options
Select
Done
Quit
Options

11
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 Options Key to exit.
Change a Feature Key label
You can change the name on the Programmable Line (DN)/Feature Keys
(self-labeled). These keys are located on both sides of the top portion of the
display area.
To change a Feature Key label:
1. Press the down Navigation Key once
to highlight Change feature key
label.
2. Press the Select Key.
This action takes you to the Feature
Key menu and highlights Change
feature key label.
3. Press the Select Key again.
The prompt asks you to select the key
you want to change.
4. Press the Programmable Line/Feature
Key whose label you want to change,
(e.g., AutoDial).
5. Press the Dial Pad Key that is printed
with the first letter in your new label.
Press the key until the correct character
appears.
Deutsch
Select
Change feature key label
Select
Select
AutoDial

12
Options List
Note: Use the Case Key to change the case of the letter, as needed.Press the Up
Navigation Key to access special characters you may want to include in the label.
Use the Navigation Keys to locate the character you want to include. Press the
Select Key to choose the highlighted character. Press the Return Key to return to
label entry without selecting a special character.
6. Press the right Navigation Key once to
move the cursor (so you can enter the
next letter) when the desired letter
appears.
7. Repeat steps 5 and 6 until you have
changed the entire label.
Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Note: For a detailed example of using the dial pad to enter text into your M3905
Call Center telephone, please see “Add a Personal Directory entry” on page 79.
To restore key label(s):
1. From the Feature Key menu, use the
down Navigation Key to highlight
Restore all key labels
Restore all key labelsRestore all key labels
Restore all key labels or Restore
Restore Restore
Restore
one key label
one key labelone key label
one key label.
2. Press the Select Key.
3. If you are restoring one key label,
press the Programmable Line
(DN)/Feature Key (self-labeled) that
you want to restore to the original
label (e.g., Purchasing
PurchasingPurchasing
Purchasing).
Press the Done KeytoreturntotheOptions List menu. Press the Quit Key or
Options Key to exit.
Note: You cannot change the label on the primary DN. Press the Shift Key if the
label you want to change is on the second layer of Programmable Line/Feature
Keys (self-labeled).
Restore all key labels
Restore one key label
Select
Purchasing