User manual

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