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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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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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.