Nortel Meridian SL-100 M3905 User manual

Nortel Knowledge Network
Enterprise Voice Solutions Customer Documentation
Meridian Digital
Telephones
Meridian SL-100
M3905 Call Center
User Guide

3
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

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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

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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

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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

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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

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Table of contents

9
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

10
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.