Nortel M3905 Call Center User manual

Meridian Digital
Telephones
M3905 Call Center
Quick Reference Guide
Nortel Knowledge Network
EnterpriseVoice Solutions Customer Documentation

38
While you are away from your desk: Call Forward

3
Contents
Introduction to the M3905 Call Center telephone 7
M3905 Call Center telephone ...............................................................7
M3905 Call Center telephone keys .......................................................8
Call Center Agent/Supervisor Features 9
Headset interface .................................................................................9
Agent login .........................................................................................9
Login with Agent ID and Multiple Queue Assignment (MQA) ................10
Correct errors during the login procedure ............................................11
Default login .....................................................................................12
Agent logout ....................................................................................12
Call Center Agent features 13
Use Activity Code ..............................................................................13
Answer Call Center calls ....................................................................14
Call Forcing .....................................................................................15
Use the Emergency Key ......................................................................15
Activate Make Set Busy ......................................................................15
Use Not Ready ..................................................................................16
Answer or make non-ACD calls ..........................................................16
Contact your supervisor .....................................................................17
Use Walkaway and Return from Walkaway ........................................18
Call Center Supervisor features 20
Agent Keys .......................................................................................20
Answer Agent ...................................................................................20
Answer Emergency ............................................................................20
Call Agent .........................................................................................21
Use the Supervisor Observe and Supervisor Headset Jack .....................21
Observe Agent ..................................................................................22
Interflow ............................................................................................22
Night Service ....................................................................................23
Viewing queue status 24
The Meridian 1 ACD Calls Waiting status indicator .............................24
Display Queue on Meridian 1 ............................................................24

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The Meridian SL-100 Multistage Queue Status indicator ...........................25
Display Queue Threshold on Meridian SL-100 .........................................26
Display agent status on the Meridian 1 ...................................................28
Display agent status on the Meridian SL-100 ...........................................29
Your telephone’s non-ACD call features 30
Make a call ..........................................................................................30
Use the Predial feature ..........................................................................30
Auto Dial .............................................................................................31
Ring Again ..........................................................................................32
Redial last number called ......................................................................32
Use Speed Call .....................................................................................33
Make a System Speed Call ....................................................................34
Answer a call .......................................................................................35
Place a call on Hold ..............................................................................35
Transfer a call ......................................................................................36
Trace a Malicious call ...........................................................................37
Forward calls ........................................................................................38
Set up a Conference call ........................................................................39
Options List 40
Select a language .................................................................................41
Change a Feature Key label ..................................................................41
Adjust Screen contrast ..........................................................................43
Adjust volume ......................................................................................43
Choose Ring type .................................................................................44
Select Call Log options ..........................................................................44
Use Live dial pad ..................................................................................45
Select Preferred name match .................................................................45
Set up area code ..................................................................................45
Enable Call timer ..................................................................................46
Select Date/time format .........................................................................46
Enable Key click ...................................................................................46
Headset type selection ...........................................................................47
Use Headset port on call ........................................................................47
Activate Headset port external alerter .....................................................48
Display diagnostics ...............................................................................48

5
Contents
Directory display and navigation 49
Access your Callers List, Redial List, or Personal Directory .......................49
Directory password protection .............................................................50
Call Log 52
Access and use the Callers List .............................................................52
Access and use the Redial List ..............................................................54
Use the Personal Directory 55
Access the Personal Directory ...............................................................55
Add a Personal Directory entry ............................................................55
Add an incoming call ..........................................................................57
Add an outgoing call ..........................................................................58
Delete or edit a Personal Directory entry ...............................................58
Delete your Personal Directory .............................................................59
Use the Personal Directory to make a call .............................................60
Use Card View ...................................................................................60
Search for an entry .............................................................................61
Copy a number from the Redial List .....................................................62
Set-to-Set Messaging 63
Corporate Directory 66

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7
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.
Meridian 1 and Meridian SL-100 systems automatically control 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.
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
Supervisor
Quit
Copy
Supervisor
Observe Key
LED
Programmable Line (DN)/
Feature Keys (self-labeled)
LED
Not Ready
Emergency
Headset
In-Calls
Make Busy
Mute
553-9043C

8
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*
— Call Supervisor*
— Emergency*
—NotReady*
—MakeSetBusy*
— Call Agent
— Observe Agent
— Answer Emergency
— Answer Agent
—ActivityCode
— Display Queue
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.

Call Center Agent/Supervisor Features
9
Call Center Agent/Supervisor Features
This section describes features and procedures common to both the Call Center
Agent and the Call Center Supervisor.
Headset interface
The Headset Key is used to switch between the headset and the handset mode of
operation. If you do not have the optional handset installed, all calls will be
connected to your headset. The LED lights steadily to indicate you are in headset
mode. The headset LED is dark (unlit) if you are in handset mode.
If you have the handset option installed, press the Headset Key to enter handset
mode. The headset LED will go dark, and all calls will be presented to the handset.
Lift the handset and press a DN or In-Calls key to receive calls. To make outgoing
calls using your handset, lift the handset and press an individual DN Key to
receive dial tone. If you want to return to headset mode press the Headset Key.
The headset LED will light steadily, and all calls will be presented to the headset.
Note: Refer to your distributor for recommended headset types for use with the
M3905 Call Center telephone.
Test your headset with the telephone before using the telephone to receive calls.In
a noisy environment, an amplified headset is an option. Select Headset type in the
Options list and choose Type 1, Type 2, or Amplified. When an amplified headset
is used, there are two methods of volume control: the Volume Control Bar on the
telephone and the volume control on the headset amplifier. You should adjust the
telephone volume before adjusting the headset volume. To provide the best
communication with the least amount of distortion, the headset volume control
should have a higher setting than the telephone volume control.
Agent login
/1. Press the In-Calls Key.
Note: On the Meridian SL-100, press
Make Busy Key until the indicator turns on,
then press the In-Calls Key.
2. Dial your Agent ID (if required).
/
or
/
3. You are automatically placed into Not
Ready state. Press either the In-Calls
Key, or the Not Ready Key to enter the
ACD queue.
In - Calls
In - Calls
Not Ready

10
Call Center Agent/Supervisor Features
Login with Agent ID and Multiple Queue Assignment (MQA)
The process of logging in using MQA consists of entering your four digit Agent ID
followed by a Supervisor ID (if your queue requires one) followed by up to five
ACD DNs and priority values (if priority values are being used) terminated by
££.
To choose the default Priority or Supervisor ID, enter £instead of a Priority entry
or a Supervisor ID entry. The Priority or Supervisor configured for your set will be
used.
Note: A Supervisor who is logging in to accept ACD calls will not be able to
specify a Supervisor ID (even in the case where agents are required to enter
one).
To login:
/1. Press the In-Calls Key.
2. Select one of the following four login
options:
To login without Supervisor ID and
without Priority:
Dial your Agent ID £ ACD DN 1 £
ACD DN 2 £ ACD DN 3 £
ACD DN 4 £ ACD DN 5 £ £.
To login with Supervisor ID and
without Priority:
Dial your Agent ID £
Supervisor ID £ACD DN 1 £
ACD DN 2 £ ACD DN 3 £
ACD DN 4 £ ACD DN 5 £ £.
To login without Supervisor ID and
with Priority:
Dial your Agent ID £ ACD DN 1 £
Priority 1 £ACD DN 2 £
Priority 2 £ ACD DN 3 £
Priority 3 £ ACD DN 4 £
Priority 4 £ ACD DN 5 £
Priority 5 £ £.
In - Calls

Call Center Agent/Supervisor Features
11
To login with Supervisor ID and with
Priority:
Dial your Agent ID £
Supervisor ID £ACD DN 1 £
Priority 1 £ACD DN 2 £
Priority 2 £ ACD DN 3 £
Priority 3 £ ACD DN 4 £
Priority 4 £ ACD DN 5 £
Priority 5 £ £.
/
or
/
3. Press either the In-Calls Key, or the Not
Ready Key to enter the ACD queue.
Note: The MQA feature is not available on
the Meridian SL-100.
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 £
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.
In - Calls
Not Ready

12
Call Center Agent/Supervisor Features
Default login
If you normally use the same telephone, you need not repeat the entire 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.
2. Dial your Agent ID £££ (if your
queue requires a Supervisor ID) or
Dial your Agent ID ££ (if a
Supervisor ID is not required).
Note 1: If queues are retained from a prior
login by an Agent ID, each queue is
displayed for two seconds. Press In-Calls,
Not Ready, or Make Busy to cancel display
of Multiple Queues.
Note 2: 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 1: On the Meridian 1, if you press
the Make Busy Key again, the LED
indicator will turn off. At this point your
telephone can accept non-ACD calls, but
you are logged out of the queue.
Note 2: On the Meridian SL-100, if you
press the Make Busy Key again, the LED
indicator will flash. At this point your
telephone can accept non-ACD calls, but
you are logged out of the queue.
Note 3: If you press the Make Busy Key
while on an ACD call, you will be logged
out automatically when the call is finished.
In - Calls
Make Busy

Call Center Agent features
13
Call Center Agent features
This section explains the features that are available to ACD agent positions.
Use Activity Code
This feature allows you to record the type of activity you are performing. Use the
Activity Key to record Activity Codes on the Meridian 1 and LOB (Line of
Business) Codes on the Meridian SL-100.
Both the Meridian 1 and the Meridian SL-100 track items such as the number of
specific types of calls and the holding times for these calls.
To capture activities on the
Meridian 1:
/1. Press the Activity Key.
2. Dial the Activity Code that
corresponds to the activity being
performed.
/3. Press the Activity Key again.
If performing multiple tasks, repeat these
steps.
To capture the type of ACD call on
the Meridian SL-100:
/1. While on an active ACD call, press the
Activity 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,
press the Activity Key again and
re-enter the correct digits.
Repeat steps one and two for other
applicable codes. You can enter up to three
LOB codes per call.
Activity
Activity
Activity
Activity
Activity
Activity

14
Call Center Agent features
Answer Call Center calls
The In-Calls Key is the lower right-hand key on your M3905 Call Center
telephone. The In-Calls Key is your main ACD extension (Primary DN). The
In-Calls Key allows you to answer the next queued call on the primary DN. This
key presents only ACD calls. To disconnect from an ACD call, press the Goodbye
Key or press the In-Calls Key a second time.
To enable you to make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs) to your
M3905 telephone.
Note: If you have the handset option and you pickup the handset, you must also
press a DN key, otherwise the handset is not operable. You can terminate a
call by replacing the handset in the cradle.
Your phone rings and the In-Calls
indicator flashes:
/Press the In-Calls Key. The caller is
connected and the indicator lights
continuously.
To end an ACD call:
/
or
Press the Goodbye Key.
or
/
or
Press the In-Calls Key (Meridian 1 only).
or
or
Replace the Handset to terminate a call.
or
or
Press an Individual Line Key (non-ACD).
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.
In - Calls
Goodbye
In - Calls
2637
Not Ready

Call Center Agent features
15
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. You do not
need to press the In-Calls Key. When Call Forcing is on, you have a time interval
between each incoming call that is defined by your network administrator. After
the time interval is up, you hear a tone through the headset and Call Forcing
automatically connects you with the incoming caller.
/You hear a short tone. The In-Calls
indicator lights continuously and the ACD
call automatically goes to your 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 continuously and you
have a three-way conference.
Note: The display shows information about
the call. Before you press the Emergency
Key, write down this information for future
reference.
Activate Make Set Busy
Make Set Busy allows you to make your telephone appear busy to all callers.
To activate Make Set Busy:
/Press the Make Busy Key or lift the handset
and enter the Make Set Busy Activate FFC.
To deactivate Make Set Busy:
/Press the Make Busy Key a second time, or
lift the handset and enter the Make Set
Busy Deactivate FFC.
In - Calls
Emergency
Make Busy
Make Busy

16
Call Center Agent features
Use Not Ready
Use 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 either the In-Calls Key, or the Not
Ready Key to enter the ACD queue.
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
An Individual DN allows you to make outgoing calls and to receive non-ACD
incoming calls. If you do not have an active call when the LCD indicator flashes,
you can press the corresponding Individual DN Key and answer the call.
To make a non-ACD call:
1. Press an Individual DN Key.
2. Dial the number you wish to call.
To answer a non-ACD call:
Press the DN Key next to the flashing
indicator. You are connected to your
non-ACD caller.
Not Ready
In - Calls
Not Ready
2637
2637

Call Center Agent features
17
Contact your supervisor
To answer your supervisor when
your phone rings and the Supervisor
indicator flashes:
/Press the Supervisor Key.
If you are 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. If you are on a
call, this automatically puts the call in
progress on Hold.
To return to the ACD call:
/Press the In-Calls Key.
To Conference 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 a second
time to 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.
Supervisor
Hold
Supervisor
Supervisor
In - Calls
Supervisor
Supervisor

18
Call Center Agent features
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.
Note: On the Meridian SL-100, use the
Transfer Key to transfer the call to your
Supervisor’s DN. You cannot transfer a call
using the Supervisor Key.
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 need to disconnect the headset.
Supervisor
Supervisor
Goodbye
Hold

Call Center Agent features
19
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.
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 optional
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, you are
not required to disconnect the headset for
walkaway.
Note 4: On the Meridian SL-100 a call on
hold prevents you from activating the Not
Ready Key. When you press the Not Ready
Key, an active call is terminated unless your
network administrator has enabled the
Non-immediate Cut-off feature for your
telephone.
Not Ready
Hold
In - Calls
Not Ready

20
Call Center Supervisor features
Call Center Supervisor features
In addition to the features described in this section, your network administrator
can assign any feature listed in the “Agent features” section to a supervisor's
telephone (except Supervisor).
Agent Keys
Agent Keys allow you to connect, 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 the
meaning of the LCD indicator associated with an Agent Key.
Note: On the Meridian SL-100, instead of a Fast Flashing Indicator, you will
observe a Wink. This indicates that the Agent has entered Not Ready state.
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.
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.
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
Hold