Nortel Knowledge Network M3905 Call Center Meridian Digital Telephone User Guide Enterprise Voice Solutions Customer Documentation
While you are away from your desk: Call Forward 38
Table of Contents Introduction to your M3905 Call Center Telephone 1 M3905 Call Center telephone ................................................................. 1 M3905 Call Center features ................................................................... 2 Available ACD Features on the M3905 ACD telephone ............................ 2 Terms you should know 3 Your Telephone’s Controls 5 Programmable Line/Feature Keys (Self-labeled) ....................................... 5 Line Key ............
Table of Contents Primary Directory Number .................................................................... 10 Individual Directory Number ................................................................. 11 M3905 Call Center Meridian Digital Telephone 13 Call Center Agent/Supervisor Features 13 Call Center headset interface ................................................................ 13 Agent login .........................................................................................
Table of Contents Your telephone non-ACD call features 31 Make a call 31 Auto Dial ............................................................................................ 31 Redial last number called ..................................................................... 32 Transfer a call ..................................................................................... 33 Use Timed Reminder Recall ................................................................... 34 Set up a Conference call ..
Table of Contents Call features 52 Use Group Call .................................................................................... 52 Use Privacy Release .............................................................................. 53 Activate Override ................................................................................. 54 Activate Override, Enhanced ................................................................ 54 Use the Buzz signal ..................................................
Table of Contents Handset .............................................................................................. 73 Analog Terminal Adapter (ATA) ........................................................... 73 External Alerter and Recorder Interface ................................................. 74 Key-based Expansion Module ............................................................... 74 Meridian Communications Adapter (MCA) ............................................
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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 1 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.
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 (three layer) Programmable Feature Keys (Self-labeled), giving the user access to twelve Programmable Feature Keys six Fixed feature keys (configured to fit the users business needs) — Headset (with LED indicator)* — Call Agent — In-Calls* — Observe Agent — Call Supervisor* — Answer
Terms you should know Agent Features • • • • • • • Emergency Agent Login/Logout Not Ready Call Supervisor Make Set Busy Call Waiting time Activity Code Supervisor Features • • • • • • • • Answer Agent Agent Key(s) Display agents Supervisor (Headset talk/listen) Night Service Call Agent Observe Agent Answer Emergency Terms you should know Attendant — The attendant is a telephone operator in your organization.
Terms you should know Information display—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. Meridian SL-100 — The Meridian SL-100 system is your business communication system. More... — The More Key allows access to the multiple layers of the Programmable Feature Keys.
Your Telephone’s Controls Your Telephone’s Controls This section describes the features on the M3905 ACD Meridian Digital telephone. Programmable Line/Feature Keys (Self-labeled) In addition to secondary extension number(s), you can have features assigned to the function keys on your telephone. An LCD indicator shows the status of the feature assigned to each key. See “Agent features” on page 18. Also see “Call Center Supervisor features” on page 25.
Your Telephone’s Controls Press the Options Key to make adjustments to your telephone's volume and display contrast, as well as other feature settings. Options Use the Navigation Keys to scroll right, left, up, and down through the telephone options. Programmable Feature Keys (Self-labeled) Select Quit Copy The four keys located in the middle of the telephone below the display screen are your Programmable Feature Keys. These keys support additional telephone features.
Your Telephone’s Controls The Volume Control Bar is used to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a call or while the telephone is ringing, adjust the volume on your set using the Volume Control Bar. Raise the volume by pressing the right side or lower the volume by pressing the left side. You can also adjust the volume of ringing, headset or buzz by selecting Volume adjustment in the Options Menu.
Your Telephone’s Controls Headset Key Headset / Press the Headset Key to automatically switch back and forth between headset and handset. The headset indicator is lit when active. Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended that the headset user try using the headset with each of the three settings on internal and external calls. This helps determine which works best.
Your Telephone’s Controls Not Ready Not Ready / 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. Make Busy Make Busy / Press the Make Busy Key to log out of the ACD queue and agent position.
Your Telephone’s Controls Call Agent CallAgt / The Call Agent Key on the Supervisor set connects the supervisor to an agent position. Supervisor Observe Supervisor Observe Key (LED) allows a walk-around supervisor to plug the 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. Application Keys Quit Key Quit The Quit Key ends an active application without affecting the state of any call on the telephone.
Your Telephone’s Controls Individual Directory Number The Individual Directory Number is the second Directory Number 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 telephone line. Note: You have only one Primary Directory Number assigned to your telephone. You can have additional Directory Number (DN) Keys assigned to your telephone.
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M3905 Call Center Meridian Digital Telephone M3905 Call Center Meridian Digital 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. Note: In this document Call Center telephone and the Automatic Call Distribution (ACD) telephone are interchangeable terms for the M3900 Call Center Telephone.
Call Center Agent/Supervisor Features Agent login In - Calls / 1. Press the In-Calls Key. 2. Dial your Agent ID (if required). In - Calls / or Not Ready / 3. Press the In-Calls Key. or Press the Not Ready Key to enter the ACD queue. Note: On the Meridian SL-100, press Make Busy Key until the indicator turns on, then press the In-Calls Key.
Call Center Agent/Supervisor Features To login with Supervisor ID and without Priority: Selection B 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: Selection C 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 £ £.
Call Center Agent/Supervisor Features Default login If you normally use the same telephone, you do not repeat the complete 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: In - Calls / 1. Press the In-Calls Key. 2. Dial your Agent ID £££ (if your queue requires a Supervisor ID). or or Dial your Agent ID ££ (if no Supervisor ID required).
Call Center Agent/Supervisor Features 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. Agent logout Make Busy / Press the Make Busy Key and disconnect the headset. The LED indicator lights continuously.
Agent features Agent features This section explains the features that are available to ACD agent positions. Use Activity Code This feature allows the ACD user to enter a code to record the type of activity the agent is performing. On the Meridian 1 you use the Activity Code. Note: On the Meridian SL-100, use the Line of Business (LOB) Key and case numbers to record the type of ACD call the agent is handling.
Agent features Answer Call Center calls The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the In-Calls Key a second time. To make outgoing calls and to accept non-ACD calls, the ACD user can have one or more non-ACD DNs (Individual DNs).
Agent features Not Ready / 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. Call Forcing The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between each incoming call that is defined by the system administrator.
Agent features Use Not Ready The agent uses the Not Ready Key, when performing post-call work. When you need time to catch up on post-call processing work: Not Ready / Press the Not Ready Key. This takes you out of the queue. When you are ready to take ACD calls again: Not Ready In - Calls / Press the Not Ready Key. or or Press the In-Calls Key. / Note 1: On the Meridian SL-100, you must press the Not Ready Key to begin receiving ACD calls.
Agent features To answer a non-ACD call, when the telephone rings: Press the DN Key next to the flashing indicator. You are connected to your non-ACD caller. 2498 Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: Supervisor / Press the Supervisor Key. If you are on a call and hear a buzz and the Supervisor indicator flashes: Hold Supervisor / / 1. Press the Hold Key. 2. Press the Supervisor Key.
Agent features Note: On the Meridian SL-100, press the Emergency Key to establish a three way call. To Transfer to a supervisor, during a call in progress: Supervisor Supervisor Goodbye / 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.
Agent features Hold / 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. Not Ready / 2. Press the key next to the flashing indicator. or In - Calls / 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.
Call Center Supervisor features Call Center Supervisor features You can assign any feature listed in the “Agent features” section to the supervisor's telephone (except Supervisor), as well as the features described in this section. 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.
Call Center Supervisor features To disconnect from the emergency call: Goodbye / Press the Goodbye Key. Call Agent To call an agent: CallAgt / Agent1 or 1. Press Call Agent Key, your position goes into the Not Ready state. Press the Agent Key assigned to the agent or dial the agent's position ID. Note: To talk to another agent repeat steps one and two or press the Agent Key for the next agent. To leave Call Agent state: Goodbye / Press the Goodbye Key.
Call Center Supervisor features To use the Supervisor Observe feature for a two way conversation: While the headset is plugged in, press the Supervisor Observe Key, the LED lights continuously and the supervisor can participate in the conversation. To mute the Supervisor headset: Press the Supervisor Observe Key a second time and the to put the supervisor headset on mute. The LED turns off.
Call Center Supervisor features To transition to Night Service: Night + Press the Night Key and dial ° (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service. Note: On the Meridian SL-100, press the Night Service Key. Do not dial six or eight. Exit Night Service: Night + Press the Night Key and dial ‹ (3=D for Day). The indicator flashes. New calls enter the queue. Note: On the Meridian SL-100, press the Night Service Key.
Call Center Supervisor features To leave the Observe state: Goodbye / Press the Goodbye Key. Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.
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Your telephone non-ACD call features Your telephone non-ACD call features This section describes some non-ACD features commonly used for call processing. Your telephone system administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes, ask your telephone system administrator to provide these to you. To access a feature, press a Feature Key or enter a Flexible Feature Code (FFC).
Make a call To display the Auto Dial number: Display 1. Press the Display Key. Note: On the Meridian SL-100, press the Auto Dial Key to display the number. AutoDial 2. Press the configured Auto Dial Key. The number appears on the display. To store an Auto Dial number: AutoDial 1. Do not select dial tone. Press the appropriate Auto Dial Key. 2. Dial the telephone number (including access code) you want to store on the Auto Dial Key. AutoDial 3. Press the Auto Dial Key a second time.
Make a call Transfer a call Use the Transfer feature to redirect a call on your Individual DN (non-ACD) to a third party. To use the Transfer feature to direct a call to a third party: Trans 1. Press the Transfer Key. The other party is on hold and you receive dial tone. The LCD indicator light flashes continuously. 2. Dial the DN number where you are transferring the call. Trans 3. When you hear the ring or a person answers, press the Transfer Key to complete the call transfer.
Make a call Use Timed Reminder Recall Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered. To use Timed Reminder Recall: Trans 1. Press the Transfer Key. It puts the call on hold and you hear dial tone. 2. Dial the number to which you want to transfer the call. Trans 3. Press the Transfer Key again before the extension answers. This starts the recall timer. Note: If the person you transferred the call to answers, the recall timer stops.
Make a call 2. Dial the number of the person you want to add to the conference call. You can talk privately to the person you are adding at this time. 3. Press the Conference Key a second time to conference all parties together. Note: If necessary, repeat the procedure to include up to six people in the conference. If the person you added to the conference is unavailable: Goodbye 1. Press the Goodbye Key. / 2. Press the Line (DN) Key with the flashing icon to return to your original call.
Make a call Activate Ring Again The Ring Again feature allows you to automatically redial a number that is busy or no answer. If you receive a busy tone or no answer when you try to reach someone in your private network, press Ring Again. The activated Ring Again features provides you with an audible tone notification when that person is available or has used the telephone. To use Ring Again: 1. Dial an individual DN and receive a busy tone or no answer. 2. Press the Ring Again Key.
Make a call Use Speed Call Speed Call allows you to dial frequently called telephone numbers by entering a one, two, or three digit code (i.e. 0-999). See your system administrator to determine the capacity of your Speed Call list. A telephone designated as a Speed Call Controller can program or edit the Speed Call list. To store or change a Speed Call number: SpcCtlr 1. Press the Speed Call Key. The triangular icon flashes, indicating programming mode. 2.
Make a call 3. Dial the Speed Call code. Make a System Speed Call System Speed Call allows you to dial Speed Call codes and override all restrictions while on the call. The System Speed Call feature is set up by your system administrator on the system. It is a speed dial number that is common to many users, therefore it is set up on the system, not your desktop telephone. To make a System Speed Call: 1. Press the Individual DN Key. 2498 SSCuser 2. Press the System Speed Call User Key. 3.
Answer a call To answer an Intercom call while on a line other than your Intercom group line: / Hold or Goodbye / InterCom 1. Press the Hold Key to put the current call on hold. or Press the Goodbye Key to end the call. 2. Press the Intercom Key and begin to speak. Answer a call When you receive an incoming call on your Individual DN Key, your telephone rings and the LCD indicator flashes. To answer a call: Press the Individual DN Key to answer a non-ACD call.
Answer a call Note 1: If Automatic Hold is enabled, the active call is automatically put on Hold when you answer the second call. Note 2: On the Meridian SL-100, Automatic Hold is the default feature. Note 3: The caller hears music, if music is configured on your system. To retrieve a call on hold: Press the DN Key beside the flashing LCD indicator. 2498 Use Call Park Call Park allows a call to be held temporarily, then retrieved from any other DN.
Answer a call To Park a call on a DN other than the System Park Extension or your own DN: 1. Press the Park Key. Park 2. Dial the DN where you want the call parked. 3. Press the Park Key. Park Note: On Meridian SL-100, press Directed Call Park (DCPK) Key. Dial the DN where you want to Park the call. Press DCPK again. To Park a call using the SPRE code or FFC/FAC: Trans or Conf SPRE code + or Call Park FFC/FAC 1. Press the Transfer Key or press the Conference Key. 2.
Answer a call Park 2. Dial the SPRE code or dial (enter) the Call Park FFC (Meridian 1), or the FAC (Meridian SL-100) followed by the Enter Key. or Enter + or 3. Dial the DN where you parked the call. Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your system administrator to determine your specified period of time.
Answer a call Use Call Waiting Call Waiting lets you put your current call on Hold, while you answer the next call. Example: The attendant routes an outside call to you when you are already on a call. Call Waiting allows you to recognize an incoming call and respond to it. To answer an incoming call while on another call: Hold / 1. Press the Hold Key when you hear a tone and the call waiting status icon appears. 2. Press the Call Wait Key to answer the call.
While you are away from your desk While you are away from your desk Call Forward On an ACD set the Call Forward can only be used on your Individual DN. It cannot be used in conjunction with your ACD DN. Call Forward allows you to transfer your Individual DN calls to ring at another DN. If the telephone is in the process of ringing, you cannot forward that call. To forward your personal directory calls or change the forward number: 2498 1. Press your Individual DN. Forward 2. Press the Forward Key. 3.
While you are away from your desk Forward an internal call On an ACD set, the Internal Call Forward works with your Individual DN only. Internal Call Forward allows calls from internal DNs to ring at another DN. Calls that originate from outside your telephone system still ring at your telephone. If the telephone starts to ring, you must wait until the telephone is idle before you can forward the calls. To forward your internal calls: IntCallFwd 1. Press the Internal Call Forward Key. 2.
While you are away from your desk 4. Dial your Electronic Lock password. 5. Dial your DN. To forward calls to a previous call forward telephone number, go to step 7. 6. Dial the number where you want to forward your calls. If you forward calls to an invalid number, you hear a fast busy. £ 7. Press the Octothorpe Key. To cancel Remote Call Forward: 1. Press your Individual DN Key. 2498 2. If you call from a telephone outside the system, dial the Direct system access number and wait for the dial tone.
While you are away from your desk 2. Dial the electronic Lock FFC. 3. Dial your electronic lock password. 4. If you perform this operation from a different telephone, dial your DN. Goodbye / 5. Press the Goodbye Key. To unlock your telephone: 1. Press your Individual DN Key. 2498 2. Dial the Electronic Unlock FFC. 3. Dial your electronic lock password. 4. If you are on a telephone other than your own, dial your DN. Goodbye / 5. Press the Goodbye Key.
While on an active call 4. Dial the new password. 5. Dial the new password again. Note 1: This feature is not available on the Meridian SL-100. Note 2: You cannot change your password from a remote set. While on an active call Activate Call Charge With the Call Charge feature, you can create a charge account record and/or charge a call to an incoming number. Note 1: On the Meridian SL-100 you enter the billing number.
While on an active call 2. Dial the charge account number. 3. When you receive dial tone, dial the number. To charge a call in progress: Trans Conf or Charge 1. Press the Transfer Key or the Conference Key. 2. Press the Charge Key or dial the FFC. or 3. Dial the charge account number. 4. Press the Line (DN) Key to return to your call. 2498 To charge a call to an account when you transfer a call: Trans Charge 1. Press the Transfer Key. The call is on Hold. 2.
While on an active call Transfer Key. To charge a call to an account when you add someone to a conference call: Conf Acnt 1. Press the Conference Key. The call is on Hold. 2. Press the Account Key or dial the FFC. or 3. Dial the charge account number. 4. Dial the number of the person you want to add to the conference. Conf 5. Press the Conference Key.
While on an active call 5. Press the Enter Key. Enter Note: If Calling Party Number is invalid, the screen displays: Charge is not allowed. To charge a call to a charge account: 1. Select a free DN Line. 2498 Charge Account 3. Press the Account Key and dial the charge account number. 4. Press the Enter Key. Enter Exit 2. Press the Charge Key. Cancel 5. Press the Quit or Cancel Key at any time to exit/cancel from the feature.
Call features 2. Dial the Trace FFC (Meridian 1) or the FAC (MSL-100 system). 3. Press the DN Key beside the flashing LCD indicator to return to the call. 2498 Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Group Call Group Call automatically calls members of a predefined group, one at a time, until they all answer. Ask your system administrator for details on how to create a conference call group.
Call features To answer a Group Call: Headset Press the Headset Key. / or or 2498 Press the Individual DN Key: • If you are on a call and you hear three 10-second tones, this is notification of a group call on your DN. • If you are on a call on another telephone in your group, you hear a long tone through the headset/handset to notify you of the group call. Note: You do not get a notification of a group call if you are already on a conference or group call.
Call features Activate Override You can override a busy signal and interrupt another call. To override a busy/engaged signal: 1. You Dial a telephone number and hear a busy signal. OvrRide 2. Press the Override Key. The people on the call in progress hear an audible tone for approximately one second; the feature then connects the three of you together. A short tone repeats. To end the connection: Goodbye / Press the Goodbye Key.
Call features Use the Buzz signal Two telephones can link together to allow one person to signal the other. The person signaled hears a “buzz”. Use this feature to indicate a call, a visitor, or a request. To Buzz the telephone linked to yours: Buzz 1. Press the Buzz Key. The telephone linked to yours buzzes as long as you hold down the key. Buzz 2. Release the Buzz Key when finished. Make an announcement over the Call Page Call Page allows you to make an announcement over the page system.
Call features Use Forced Camp-on Forced Camp-on allows your telephone to automatically ring another telephone as soon as it disconnects from its current call. Forced Camp-on allows both internal and external calls to camp-on. To use Forced Camp-on: 1. You Dial a telephone number. You hear a busy signal. OvrRide 2. Press the Override Key to initiate a Forced Camp-on. When the person you called ends the current call, the telephone rings. 2498 3. Press the Individual DN Key and the call connects.
Call features 2. Dial the number of the party you want to page. After dialing, you receive a ringback tone. Note 1: The person you paged uses any telephone to enter a Radio Page Answer code, plus their own DN number. This action connects you and the person paged. Note 2: If your call goes unanswered for a preset time period, you receive a continuous high pitched tone then silence. Press the Goodbye Key.
Call features answer the page call from any telephone and connect to the person who paged you. 1. Dial the Radio Page Answer FFC. You receive page tone. 2. Dial your own DN. You connect to the page caller. You receive a steady high-pitched tone letting you know the caller has hung up.
Your telephone display information Your telephone display information Understand the Meridian 1 Calls Waiting status indicator for ACD The Calls Waiting indicator gives the agent a visual status of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting indicator. Indicator Queue Status Meaning Off Light There are few or no calls waiting. On Normal An acceptable number of calls are waiting. Slow Flashing Busy Calls are backing up in the queue.
Your telephone display information The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold. In some systems, this information is also displayed when the Not Ready feature is in use. The information is updated regularly and is visible until the Not Ready Key is turned off. Display agent status The Display Agent feature gives you a summary of the current status of all agent positions for which you have Agent Keys information displayed.
Your telephone display information Display queue The Display Queue feature allows you to access the status of calls in an ACD Queue. Information displayed includes: number of calls waiting in the queue, number of agents’ positions occupied for that queue, and the call waiting time (seconds) for the oldest call in the queue. To display information on your ACD queues. DispQ Dsply Queue / / Press the Display Queue Key. You can view information on display for your ACD queue.
Your M3905 Call Center Telephone Options menu Note 1: To display the second caller's name does not interfere with the current call in progress. Note 2: You can use the Display Key with other feature keys to display information associated with the feature keys. Note 3: On the Meridian SL-100, press the Inspect Key to view information on a second caller while on an active call. Your M3905 Call Center Telephone Options menu This section describes the M3905 Call Center Telephone Options.
Your M3905 Call Center Telephone Options menu Ring type: This Option gives you the ability to select the type of audible notification you want for incoming calls, such as warble, buzzer, and beeps. Call timer: This feature can be turned on when you want to time each call. Date/time format: Select one of the eight formats (four time/date formats for 12 hour clocks and four time/date formats for 24 hour clocks) for your telephone display.
Your M3905 Call Center Telephone Options menu Select language The telephone display shows information in one of many languages. Follow these steps to change your display to a different language: Options Language selection Select 1. Press the Options Key. 2. Use the Navigation Keys to highlight Language selection. 3. Press the Select Key. 4. Use the down Navigation Key to highlight the desired language (e.g., French). French Select 5. Press the Select Key. Done 6. Press the Done Key.
Your M3905 Call Center Telephone Options menu Select 3. Press the Select Key. 4. Scroll through your feature labels with the Navigation Keys. 5. When the label you want to change appears, press the Select Key. Select 6. Use the right and left Navigation Keys to highlight each letter in the word. 7. To change a letter, press the Dial Pad key with that alpha letter. Press the key until the correct alpha letter appears to replace the highlighted letter.
Your M3905 Call Center Telephone Options menu 3. Press the Select Key. Select Lower Higher or 4. Press Lower Key to adjust the contrast level lower. or Press the Higher Key to adjust the contrast level higher. 5. Press the Done Key when finished. Done Adjust the volume on your telephone Follow these steps to adjust the volume on your telephone: Options 1. Press the Options Key. 2. Use the Navigation Keys to Highlight Volume Adjustment. Volume Adjustment Select 3.
Your M3905 Call Center Telephone Options menu Lower Higher or 6. Press the Lower Key. or Press the Higher Key. 7. Press the Done Key when finished. Done Choose Ring type Follow these steps to adjust the Ring type on your telephone: Options 1. Press the Options Key. 2. Use the Navigation Keys to Highlight Ring type. Ring type Select 3. Press the Select Key to choose the highlighted Ring type option. Use the Navigation Keys to highlight your Ring Type selection: Ring type 1, Ring type 2, etc.
Your M3905 Call Center Telephone Options menu 6. Press the Done Key when finished. Done Use Call Timer Call Timer can be set in three different modes: Automatic, Off and Manual. Follow these steps to enable the call timer: To set Call Timer: Options 1. Press the Options Key. 2. Use the Navigation Keys to highlight Call timer. Call timer 3. Press the Select Key. The Select Key shows On, if the feature is off. If the feature is on, Select Key shows OFF. Select On Off 4.
Your M3905 Call Center Telephone Options menu Date/time format 2. Use the Navigation Keys to highlight Date/time format. 3. Press the Select Key. Select 4. Use the down Navigation Key to scroll through the numbered formats. When the format you want appears. Select 5. Press the Select Key. Done 6. Press the Done Key. Use Key Click Follow these steps if you want to hear a tone each time you press a dial pad key: Activate key click: Options 1. Press the Options Key. 2.
Your M3905 Call Center Telephone Options menu Headset Type The Headset Type allows you to select the type of headset you are using in order to adjust your headset. To select Headset type: Options 1. Press the Options Key. Use the Navigation Key to scroll through the options and highlight the Headset Type. Headset Type Select 2. Press Select to choose the Headset Type. 3. Use the Navigation Keys to highlight one of the three choices: Type 1, Type 2, and Amplified.
Your M3905 Call Center Telephone Options menu Display Diagnostics Follow these steps to select Display Diagnostics: Options 1. Press the Options Key. A list of adjustable features appear in the display area. 2. Use the Navigation keys to highlight Display diagnostic. Display diagnostic 3. Press the Select Key. Select 4. Use the up or down Navigation keys to scroll through and highlight your test screen selection. Display diagnostic Select 5. Press the Select Key. Done 6. Press the Done Key.
Your M3905 Call Center Telephone Options menu 72 Select 3. Press the Select Key. Done 4. Press the Done Key.
Accessories for the M3905 Accessories for the M3905 Optional items are available for use with your M3905 Meridian Digital telephone. Please contact your system administrator for further details. Additional Key Caps There is a Key Cap Kit you can order that has additional M3905 Call Center telephone keys. You can configure four of the bottom six keys to fit your specialized business needs. These keys include: Answer Agent, Activity Key, Answer Emergency, Observe Agent and Display Calls Waiting.
Accessories for the M3905 External Alerter and Recorder Interface The External Alerter Interface lets you connect a third party device (remote ringer, indicator light or recording device) to your telephone. The M3905 Call Center Telephone uses the External Alerter and Recorder Interface accessory cartridge. Key-based Expansion Module The Key-based Expansion Module provides additional feature keys. You can add up to two Key-based Expansion modules to your telephone, for a total of 75 feature keys.
Feature Chart Feature Chart Feature Name Softkey Programmable key Feature Attendant Recall NO YES YES Auto Dial NO YES NO Automatic Answer Back NO YES YES Automatic Wake Up Call NO YES YES Call Forward YES NO NO Call Forward and Busy Status NO YES NO Internal Call Forward NO YES YES Call Park YES NO NO Call Pickup YES NO NO Call Pickup, Directed NO YES YES Call Transfer YES NO NO Call Waiting NO YES NO Calling Party Number YES NO NO Centralized Attend
Feature Chart Feature Name Softkey Programmable key Feature One-way/two-way Hot Line NO YES NO One-way/two-way Hot Line List NO YES NO Last Number Redial YES NO NO Make Set Busy NO YES YES Malicious Call Trace NO YES NO Message Indication NO YES NO Message Waiting NO YES NO Multiple Call Non-ringing DN NO YES NO Multiple Call Ringing DN NO YES NO Night Service NO YES NO No Hold Conference NO YES NO Combined No Hold Conference and Auto Dial NO YES NO Combi
Feature Chart Feature Name Softkey Programmable key Feature Room Status NO YES YES Signaling NO YES NO Single Call Non-ringing DN NO YES NO Single Call Ringing DN NO YES NO Speed Call Controller YES YES YES Speed Call User YES YES YES Stored Number Redial YES NO NO System Speed Call Controller YES YES YES System Speed Call User YES YES YES Time and Date NO YES NO User Selectable Call Redirection NO YES YES User Status NO YES NO Voice Call NO YES NO Th
Feature Chart 78
Meridian 1 Flexible Feature Codes (FFC) Meridian 1 Flexible Feature Codes (FFC) Radio Paging Lock Radio Paging Access Unlock Radio Paging Answer Call Pick Up Call Park DN Pick Up Electronic Lock Password Change Group Pick Up Maid ID Remote Call Forward Activate Wake-Up Request Remote Call Forward Verify Wake-Up Verify Remote Call Forward Deactivate Wake-Up Cancel Trace 79
Meridian SL-100 Feature Access Codes (FAC) Meridian SL-100 Feature Access Codes (FAC) 80 Account Code Make Set Busy (MSB) Anonymous Caller Rejection (ACRJ) Malicious Call Hold (MCH) Automatic Callback (ACB) Paging access code Automatic Recall (AR) Random Make Busy (RMB) Busy Override Secondary MADN Call Forwarding (CFMDN) Call Forward Busy/Don’t Answer - Internal/External Selective Call Forward (SCF) Customer Originated Trace (COT) SIM Ring Directory Call Park (DCPK) System Call Park Dire
Index A Charge a call or Charge a Forced call 48 Account code 48 ACD calls 19 Activity code 18 agent keys 25 Agent Return 23 Agent Walkaway 23 answer non-ACD calls 7 Answer Agent 25 Answer Emergency 25 Answer Supervisor 22 Attendant Recall 51 Auto Dial 31 Auto Dial Transfer 51 Conference call 34 Conference with Supervisor 22 Contrast Adjustment 65 D Date/time display feature 3 Dial Tone interrupted 4 special 4 Direct Inward System Access 46 Directed Call Park (DCPK) Key 41 Directory Number 3 Display 7
Index H N Headset interface 13 talk/listen 26 Hold 6, 43 Hot Line 39 Night Service 27 Non-ACD calls 7, 21 Not Ready 21, 24, 25 O Observe Agents Off-hook 4 I In-Calls Key 7 Indicator status 3 Information display 4 Information line 3 Intercom 38 Intercom call 38 Interflow 27 Internal Call Forward 45 Interrupted dial tone 4 L Last Number Redial LCD indicator 5 Line (DN) Key 5 Log out standard 14 32 M Meet - me” page 56 Meridian 1 4 Meridian 1 Flexible Feature Codes (FFC 79 Meridian SL-100 Feature Acc
While you are away from your desk: Call Forward 38
Title to and ownership of Meridian SL-1 software shall at all times remain with Nortel Networks. Meridian SL-1 software shall not be sold outright and the use thereof by the customer shall be subject to the parties entering into software agreements as specified by Nortel Networks. Information contained in this document is subject to change.
