Nortel Knowledge Network Meridian Digital Telephones Meridian SL-100 M3905 Call Center User Guide Enterprise Voice Solutions Customer Documentation
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 Yo
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 T
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
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 Se
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
Table of contents 8
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.
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 key caps: Fixed key caps: — Headset (with LED indicator)* — Call Agent — In-Calls* — Observe A
Introduction to your M3905 Call Center Telephone Available ACD Features on the M3905 Telephone Common Agent/Supervisor Features • • • • • • • • • • • Headset Non-ACD Call Keys Hold Personal Directory Call Log Redial List Options Call Park by ACD Agent ACD Call Transfer with Time Transfer to Incalls Key Agent Login Enhancement Table 1 contains more Agent and Supervisor features for the M3905 ACD set. Table 1 Agent and Supervisor features Agent features Supervisor features Call Source Identification.
Introduction to your M3905 Call Center Telephone Table 1 Agent and Supervisor features Agent features Supervisor features Call Forcing. Flexible Call Observing-Nodal. Display Queue and Threshold. Observe Agent from 2500 set. Walkaway and Return from Walkaway. Observe-Agent Key. Agent Login and Login Enhancements. Display Queue-Status Key. Multistage Queue Status Display. Answer Agent. Answer Emergency. Display Queue Threshold. Make Set Busy.
Terms you should know Terms you should know Agent Set – A telephone set configured to efficiently answer incoming calls that have been directed to a group of ACD telephones vs. a single person or line. Attendant – The attendant is a telephone operator in your organization. Call party information – When your telephone rings, the display shows Caller Line Identification (CLID) information. The system must have CLID enabled. The display module shows the phone number and name of the inbound call.
Terms you should know Paging tone – A Paging tone is two beeps followed by a dial tone. You hear the special Paging tone when you are using the Radio Paging feature. Primary Directory Number (PDN) – The Primary Directory Number is the main extension number on your telephone. It is referred to by the Primary Directory Number Key. On the M3905, the Primary Directory Number and your ACD Directory Number are the same. The In-Calls Key connects directly to the Primary DN Key.
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 Feature Keys on your telephone. An LCD indicator shows the status of the feature assigned to each key. See “Agent features” on page 35. Also see “Call Center supervisor features” on page 44.
Your telephone’s controls Applications Key Apps The Applications Key allows you to access server applications, such as Corporate Directory, if available on your system. The Individual DN Key allows you to make and receive non-ACD calls. x2498 Context Sensitive Soft Keys (self-labeled) The four keys located in the middle of the telephone, below the display screen, are your Context Sensitive Soft Keys.
Your telephone’s controls Mute Key / When engaged in a call, you can press the Mute Key. The party(ies) to whom you are speaking cannot hear you. When you wish to return to the two-way conversation, you must press the Mute Key again. On the M3905 ACD, the Mute Key applies to handset and headset microphones. The LED flashes quickly when the Mute option is in use. Volume Control Bar Use the Volume Control Bar to adjust the volume of the handset, headset, speaker, ringer and buzzer.
Your telephone’s controls Headset Key / Press the Headset Key to toggle back and forth between headset and handset. It is common to both the agent and the supervisor. 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 Emergency Key / Press the Emergency Key to join the supervisor into a call when judged to be an emergency situation. It can also be used to add a recording device automatically. The Emergency key is on the agent set. Not Ready Key / 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.
Your telephone’s controls Observe Agent Key Press the Observe Agent Key (on the supervisor ACD telephone) to monitor the activity on the agent’s telephone. / Display Queue Key DsplyQueue / Press the Display Queue Calls Key on the agent’s ACD telephone to display incoming calls waiting information.
Your telephone’s controls Navigation Keys Press the Navigation Keys to move up, down, right, and left through features, menus, and application functions on the display. Primary Directory Number The lower-right key of your programmable keys is the ACD Primary Directory Number (DN) Key which is the same as the In-Calls Key. On an ACD set there can be a Primary ACD Directory Number, as well as an Individual Directory Number.
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 M3905 Call Center Telephone.
Options List Options List The Options List allows you to customize certain characteristics of your phone.
Options List Select a language The display is available in multiple languages. After you select Language. . . from the Options List menu; 1. Use the Navigation Keys to highlight the desired language (e.g., German). 2. Press the Select Key. Deutsch Select Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Change a Feature Key label From the Options List you can change the name on the Programmable Line (DN)/Feature Keys (self-labeled).
Options List Note: Use the Case Key to change the case of the letter, as needed. Press the Up Navigation Key to access special characters you may want to include in the label. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to label entry without selecting a special character. 6.
Options List Adjust Screen contrast The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from the Options List menu; Lower or Higher From the Contrast screen, press the Lower Key to decrease the display contrast level, or press the Higher Key to increase the display contrast level. Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Options List Choose Ring type The Ring type option allows you to choose from among the various ringing sounds available for your telephone model. After you select Ring type. . . from the Options List menu; 1. Use the Navigation Keys to scroll through the list of ring types. Play 2. Press the Play Key to sample a ring tone. Select 3. Press the Select Key to activate the desired ring type. Ring type 3 Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Options List Live dial pad The Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live dial pad from the Options List menu; On or Off From the Live dialpad screen, press the On Key to turn on Live dial pad, or press the Off Key to turn off Live dial pad. Press the Done Key to save changes. Press the Quit Key or Options Key to exit.
Options List Call timer The Call timer enable option measures how long you are on each call. After you select Call timer enable from the Options List menu; On or Off From the Call timer screen, press the On Key to turn on the Call timer, or press the Off Key to turn off the Call timer. Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Date/time format There are eight Date/time formats.
Options List Headset type The Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplified. Select the setting that works best for the headset that you are using. For more information, see“Call Center headset interface” on page 32).
Options List Headset port external alerter When the Headset port external alerter option is activated, it supports a visual or audible alerter and/or recorder device. This device plugs into the Headset port, which is located on the bottom of the telephone. After you select Headset port ext alerter from the Options List menu; On or Off From the External alerter screen, press the On Key to turn on Headset port external alerter, or press the Off Key to turn off Headset port external alerter.
Call Center headset interface Call Center headset interface The M3905 is compatible with most headsets. Freeing your hands while on the job The Headset Key controls a headset that is connected to the headset jack. The Headset Key is a Fixed Feature Key on the lower left of the phone. The headset jack is on the back of the M3905 telephone set. Both direct connect, or unamplified headsets, and amplified headsets can be used with the M3905 headset jack. Headset, Handset, and Supervisor Jacks.
Call Center agent/supervisor features Call Center agent/supervisor features This section describes features and procedures for both the Call Center agent and the supervisor. Agent Login / 1. Press the Make Busy Key until the indicator turns on. 2. Press the In-Calls Key. 3. Dial your four-digit agent ID. You are automatically in the Not Ready state and in the current ACD queue. 4. Press the Not Ready Key when you are ready to accept ACD calls. The LED for the Not Ready Key goes off.
Call Center agent/supervisor features If the password option is assigned: After you enter your four-digit agent ID, you receive a special dial tone. Enter you four-digit password. If your password is accepted, you are logged in. If the system does not accept your password, you will hear reorder (fast busy) tone. Agent Logout / 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. Activity Code Fixed Key to activate Line-of-Business code The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing. The code is sent to a customer-premises downstream processor through the MIS interface. The ACD supervisor assigns the codes.
Agent features Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-Calls Key. You do not pickup the call, it is sent to your line. Note 2: 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: / To answer an ACD call, press the In-Calls Key.
Agent features • you activate the Not Ready feature Once activated, the lamp status reflects the queue status as shown in Table 2. Note: The MSQS feature can be assigned to a fixed key with the optional cap Dsplay Queue, or it can be assigned to a programmable line/feature key with the label DisplayQue.
Agent features T1 T2 T3 CALLQ 3 Number of calls in the queue Forward Callers Redial Quit Copy 553-9094 2. Your display shows information similar to the example above. The labels T1, T2, and T3, represent the threshold wait time for the call at the front of the queue or the number of calls in the queue. The number below CALLQ indicates the number of calls in the queue (in some systems CALLQ is replaced by WAIT, which indicates the actual waiting time in seconds, for the first call in the queue).
Agent features position. 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 active. The information is updated regularly and is visible until the Not Ready feature is turned off. Emergency Key When you have an emergency situation: / Press the Emergency Key. The indicator flashes while your supervisor is called.
Agent features To make the set busy: / Press the Make Busy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed. To make your phone available for incoming secondary directory number calls: / Press the Make Busy Key again. The indicator lamp is flashing and the display goes away. To put your phone into Not Ready state (after making it busy): / / 1. Press the Make Busy Key again. 2. Press the InCalls Key. 3. Dial your Agent Id.
Agent features When you are ready to take ACD calls again: / 2. Press the Not Ready Key again. Answer or Make Non-ACD Calls The individual DN allows the user (agent) to make outgoing calls and to receive non-ACD incoming calls. If the agent does not have an active call when the Individual line flashes, the agent can press the individual DN line and answer the call. To make a non-ACD call: 2498 1. Press an Individual DN Key. 2. Dial the number you wish to call.
Agent features / 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 a call with your Supervisor, during a call in progress: / 1. Press the Emergency Key. The Emergency indicator flashes while your supervisor is called. 2. When your supervisor answers, the Emergency indicator goes on.
Agent features Note: The non-immediate cutoff option must be enabled in the Meridian SL-100 system, so that an active call is not terminated when the Not Ready Key is pressed. To return from Walkaway: / 1. Connect the headset. 2. Press the Not Ready 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.
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 key), as well as the features described in this section. Agent Keys The Call Agent Keys feature allows you to connect to each agent position. Each Agent Key is linked to a particular agent position.
Call Center supervisor features Answer Emergency When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes: / / 1. Press the Hold Key if you intend to return to the call in progress. 2. Press the Answer Emergency Key. To disconnect from the emergency call: Press the Goodbye Key. / Call Agent To call an agent: Call Agent / Agent1 or 1. Press Call Agent Key. 2. Press the Agent Key assigned to the agent or dial the agent’s position ID.
Call Center supervisor features LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted. To use the Supervisor Observe feature, the supervisor plugs the headset into the agent telephone. 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.
Call Center supervisor features Service, or are handled in a way designed for your system. Exit Night Service: Press the Night Service Key a second time. NightSvc The indicator goes off. New calls enter the queue. Observe Agent To observe an agent: / Agent1 1. Press the Observe Agent Key. The Observe Agent indicator goes on. 2. Press the Agent Key or dial the agent’s position InCalls number. You can listen to the agent and caller’s conversation. or Repeat this step to observe another agent.
Call Center supervisor features 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. DisplayAgt / 1. Press the Display Agent Key. The display shows a summary of the current status of all agent positions in the ACD group. If you supervise other ACD groups, you need a Display Agent Key for each group. 2. Press the Goodbye Key to clear the display.
Call Center supervisor features Display Queue Status The Display Queue Status 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: DispQue or Dsply Queue 1. / Press the Dsply Queue Key or Waiting Calls Key for the ACD group you wish to display.
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 Feature Access Code (FAC).
Make a Call Predial feature The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number. To use Predial: 1. Dial the number. Note 1: If you are calling an external or long distance number, be sure that the appropriate access codes are included. Note 2: Press the Pause Key to insert a 1.5-second pause in the dialing string. 2637 2. Press an Individual Line (DN) Key to receive dial tone.
Make a Call Auto Dial Key. AutoDial 3. Press the Auto Dial Key a second time. The number is stored on the key you selected. Note: Use the Change feature key label option (Option Key) to personalize the Auto Dial label. Redial Last Number Called Last Number Redial allows you to automatically redial the last number you dialed. Last Number Redial: 2498 1. Press a line key. 2. Press the Octothorpe (#) Key two times. The last number dialed is automatically redialed.
Make a Call 2. RngCall Press the Ring Call Key. To cancel Ring Again before notification CanclRA Press the Cancel Ring Again Key. The screen displays RING AGAIN IS CANCELLED. Speed Call Speed Call allows you to automatically dial frequently called telephone numbers by entering a one- or two-digit code. Contact 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.
Make a Call Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number. Note 2: Press the Pause key to insert a 1.5-second pause in the dialing string. Done 4. Press the Done Key to save the code and number. 1. Lift the handset. 2. Press the Speed Call Controller Key or the Speed Call User Key. The screen displays ENTER CODE. 3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed.
Make a Call Intercom Call The Group Intercom feature connects a group of people through a Gpintercom Key. You can use the Group Intercom feature to call a member of your intercom group by pressing a one-, two-, three-, or four-digit code (depending on the size of your group). Your telephone can be a member of several different Group Intercom groups. Each group must have a different Gpintercom Key. Your system administrator must set up the intercom group(s). To make an Intercom call: Gpintercom 1.
Make a Call To make a Group Intercom All Call conference: Gpintercom 1. Press the Gpintercom Key. 2. Press the Octothorpe (#) Key to activate the Group Intercom All Call feature. You hear ringing. Note: Members can enter or leave the conference, or you can page the members. Gpintercom Gpintercom 3. To page members who have not answered, press the Gpintercom Key again to establish the one-way paging link. 4. Make the page announcement, which is heard by members over their built-in speaker. 5.
Answer a Call After a two-second delay, an automatic connection is made, and the other party can hear the message over the speaker. Individual Page from Group Intercom The Individual Page from Group Intercom feature allows a Group Intercom member to page another group member using the Handsfree speaker. To make an Individual Page from Group Intercom: Gpintercom 1. Press the Gpintercom Key. 2. Dial the appropriate Group Intercom code digits. 3. After the first ring, press the Gpintercom Key again.
While you are away from your desk While you are away from your desk Call Forward On an ACD set, 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 number calls or change the forward number: Forward 1. Press the Forward Key.
While you are away from your desk To cancel Call Forward: CheckFw 1. Press the Check Forward Key. CanclFw 2. Press the Cancel Forward Key. Forward an Internal Call (Call Forward Busy/Don’t Answer Split) The Call Forward Busy/Don’t Answer Split feature allows you to: • Forward an incoming call that originated internally from a DN in the same customer group as you, to another DN in your customer group.
While you are away from your desk To cancel Call Forward Busy/Don’t Answer Split: Dial the appropriate FAC again. You receive a confirmation tone. Call Forward – Remote Activation On an ACD set, the Remote Call Forward feature works only with your Individual DN. Remote Call Forward allows you (from any telephone other than your own) to activate, deactivate, or change call forwarding to a new destination. To activate Remote Call Forward: 60 1.
While on an active call While on an active call Place a call on Hold Use the Hold feature when you are on the line with one party on your secondary or Individual DN, and a second call comes in on a second line. You can answer the second call and retain the original non-ACD call by putting it on Hold. To place a call on Hold: Press the Hold Key. The LCD indicator flashes beside the line on hold.
While on an active call Swap 2. Dial the DN number where you are transferring the call. 3. Press the Swap Key to move between talking with the original caller and the new caller. or or Press the Connect Key to complete the transfer. Connect The two callers are connected and your telephone is ready to make or receive new calls. To go back to the original call, if the transfer is incomplete or the person you attempt to transfer to is unavailable: / 1. Press the Goodbye Key. 2.
While on an active call If the transferred call is not answered, your telephone rings: 2498 Trans 1. Press a DN Key. You connect back to the original caller. 2. Press the Transfer Key and repeat the transfer (to a different DN), if desired. Note: Check with your system administrator about the length of your recall timer. Call Park Call Park allows a call to be held temporarily, then retrieved from any other DN. You can park an incoming call, then page the called party.
While on an active call To Park a call using the FAC: Trans 1. Press the Transfer Key. 2. Dial the Call Park FAC If you do not want the call parked on your own DN, dial a DN where you want to park the call. To retrieve a parked call 2498 DirectPark 1. Press a DN Key. 2. Dial the Call Park FAC or press the DirectPark Key. 3. Dial the DN where you parked the call. or Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant.
While on an active call Charge a Call or Charge a Forced Call Charge a Call or Charge a Forced Call allows you to enter a billing number for charge-back purposes. The account code can be from 2 to 14 digits. You may be prompted to enter an account code, or you may voluntarily enter an account code when an incoming call is answered. Check with your system administrator or supervisor for account codes and the feature access code (FAC). To enter an account code when prompted by the Meridian SL-100 system: 1.
While on an active call To view the name of a second caller while on a call in progress: While on a call, you hear the call waiting tone. Inspect 1. Press the Inspect Key. 2498 2. Press the flashing DN Key. The call waiting information appears on the display. Note 1: The display information on the incoming call does not interfere with the current call in progress. Note 2: You can use the Inspect Key with other feature keys to display information associated with the feature keys.
Incoming calls Incoming calls Answer Call Pickup Call Pickup allows you to pick up a call from any telephone in the same Pickup Group or another Pickup Group. To answer a call in your own Call Pickup Group: Pickup To answer a call at a specific extension within your Pickup Group: DNPickup or 1. Press the DN key. 2. Press the Pickup Key. 1. Press the DN key. 2. Press the Pickup Key or dial the Directed Pickup FAC. You will hear a special dial tone. 3.
Incoming calls Call Waiting Call Waiting lets you put your current call on Hold, while you answer the next call. For 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: / 1. Press the Hold Key when you hear a tone and the call waiting status icon appears. Note: The Hold Key is optional. You can just press the Call Wait Key as in Step 2.
Talk with more than one person Talk with more than one person Set up a conference call You can set up a conference call for up to six people (this includes yourself). Contact your system administrator to find out the maximum number of people you can join in a conference on your system. On the M3905 Call Center Telephone, this feature is available on your Individual DN Key. To set up a conference call: Conf Swap Connect 1. While on a call, press the Conference Key.
Talk with more than one person Call Join To connect a call on Hold (on a different line) to your current call: Conf 2270 Connect 1. Press the Conference Key. 2. Press the key that has the caller that you want to connect to your current call. 3. Press the Connect Key. The person on Hold joins your conversation. Preset Conference The Preset Conference feature allows you to establish a preset conference with up to 25 conferees by dialing a specific directory number (DN).
Call features Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Privacy Release Privacy Release allows one or more people who share your non-ACD DN to join your call. To use Privacy Release in an established state: PrivRls 1. Press the Private Release Key while you are on a non-ACD call. One person can now join the call, if they press the same non-ACD DN key on their telephone. 2.
Call features Busy Override The Busy Override feature allows you to gain access to a busy station by pressing the ExeBusyOvd Key. To activate Busy Override after receiving a busy tone: 1. ExeBusyOvd Press the ExeBusyOvd Key. Note 1: If Busy Override is valid for the station being called, you hear silence. Note 2: If Busy Override is not valid for the station being called, you hear a reorder tone. ExeBusyOvd or 2. The connected parties hear a Busy Override warning tone.
Call features The telephones disconnect and must re-access the page access code. Connect to Call Page feature: 2498 1. Press an Individual DN key. 2. Dial the page access code. The connection to the page system is complete. Disconnect the Call Page feature: Press the Goodbye Key. / Use Station Camp-on This feature allows you to extend an incoming call to a busy station. When the busy station becomes idle, it automatically rings and is connected to the waiting call.
Class features on IVD sets Class features on IVD sets Anonymous Caller Rejection (ACRJ) This feature allows you to reject incoming calls on your individual DN for which calling name/number information has been intentionally blocked. Only calls in which the information is blocked are rejected. This feature is activated using a feature access code (FAC). Note: Availability of this feature depends upon your Meridian SL-100 system software and network connections.
Class features on IVD sets To activate or turn ON Automatic Callback after you have dialed a telephone number: / 2698 / 1. Press the Goodbye Key to disconnect the call. 2. Press your Individual DN Key. 3. Dial the FAC digits for feature activation. 4. Follow the instructions provided by the announcement. 5. Press the Goodbye Key again, or replace the handset to disconnect. 6. When your line is idle, and the called party line is idle, your telephone rings. 7.
Class features on IVD sets To activate or turn ON Automatic Recall: 2698 1. Press your Individual DN Key. 2. Dial the FAC digits for feature activation. 3. An announcement may provide additional instructions or announce the number of the last incoming call, and provide you with a choice of whether to continue the recall or abort it. 4.
Class features on IVD sets ware and network connections. Check with your system administrator for availability of the feature and the FAC. To activate or turn ON Customer Originated Trace after receiving a harassing or prank telephone call: / 2698 CustOrigTr or / 1. Press the Goodbye Key to disconnect the call. 2. Press your Individual DN Key. 3. Press your CustOrigTr Key or dial the FAC digits for feature activation. 4. An announcement tells you if the call was successfully traced or not. 5.
Class features on IVD sets 2. Dial the FAC digits for feature activation. 3. Listen for the confirmation tone or announcement, followed by dial tone. 4. Place the telephone call. Selective Call Forward (SCF) This feature allows you to selectively program a list of up to 31 DNs from which calls on your Individual DN are to be rejected or blocked. The incoming calls that are on the list are routed to an announcement or other call treatment. This feature is accessed by dialing a FAC.
Directory display and navigation Directory display and navigation With the M3905’s display, you can view two lines of information. The figure below shows the status once you log into the directory. 01 Directories Personal Directory Call Log (Callers List) Select Quit Copy 553-9092 Access your Callers List, Redial List, or Personal Directory To access the M3905 Dir/Log: Dir/Log 1. Press the Directory/Log Key.
Directory display and navigation To access the M3905 Callers List or Redial List using a Context Sensitive Soft Key or a Programmable Feature Key: Callers or Redial Press the Callers Key to access the Callers List, or press the Redial Key to access the Redial List. To exit the Dir/Log: Press the Quit Key or the Directory/Log Key to exit. Quit or Dir/Log Directory password protection You can password protect your Personal Directory, Callers List, and Redial list on the M3905.
Directory display and navigation Enter Enter Done Quit or Dir/Log 7. Press the Enter Key. 8. Dial the password again to confirm your password. 9. Press the Enter Key. 10. Press the Done Key to save changes. 11. Press the Quit Key or the Directory/Log Key to exit. To disable Personal Directory password: Dir/Log Enter 1. Press the Directory/Log Key. 2. Dial the password. 3. Press the Enter Key. 4. Use the Navigation Keys to highlight Password Administration. 5. Press the Select Key.
Directory display and navigation Select 6. Press the Select Key again to select Password enabled: ON. Off 7. Press the Off Key to disable password protection. Done 8. Press the Done Key to save changes. Quit 9. Press the Quit Key or the Directory/Log Key to exit.
Call Log Call Log The Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to record all calls, record only the unanswered calls, or record no incoming calls. The Callers List stores incoming calls, and the Redial List stores outgoing calls in order of date and time received/made. The oldest call is stored at the top of the list. The newest call is stored at the bottom of the list.
Call Log To make a call from the Callers List: 1. Use the Navigation Keys to highlight the number you want to call. Note 1: If you are calling an external or long distance number, you will need to edit the number to add the access codes required by your system to make an external or long distance call. 2498 Note 2: Press the Pause Key to insert a 1.5-second pause in the dialing string. Dial 2. Press the Dial Key to call the number selected and press your non-ACD line key.
Call Log To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key: Redial Press the Redial Key. You are presented with the most recently dialed number. To make a call from the Redial List: 1. Use the Navigation Keys to highlight the number you want to call. Note: If you are calling an external or long distance number, be sure that the appropriate access codes are included. 2637 Dial 2. Press the Dial Key and press your non-ACD line key.
Use the Personal Directory Use the Personal Directory The Personal Directory provides a personalized directory of names and telephone numbers. The Personal Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entries (an entry is one name and one telephone number). You can add a directory entry by copying the entry from your Callers List or Redial List.
Use the Personal Directory Example: To enter the name and telephone number for Chris: 1. Dial the name using the key pad. Note: Press the Up Navigation Key to access special characters you may want to include in the name. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a special character. ÛÛÛ ÝÝ ààà ÝÝÝ àààà 2.
Use the Personal Directory 7. Press the Quit Key or the Directory/Log Key to exit. / 1. Press the Copy Key. Dir/Log 2. Press the Directory/Log Key. Next 3. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note for step 4) and go to step 5. or Quit or Dir/Log Add an incoming call Copy The displays shows the message Copy to. or Clear Next Press Delete to make changes to the name before saving.
Use the Personal Directory Quit or Dir/Log 6. Press the Quit Key or the Directory/Log Key to exit. Note: You can edit the name or number before or after you save to the directory. Add an outgoing call Copy / 1. After the person you called answers, press the Copy Key. The displays shows Copy to. Dir/Log 2. Press the Directory/Log Key. 3. Add the name, using the dial pad, Delete, and Case Keys as needed. Next 4. Press the Next Key. Done 5. Press the Done Key to save the changes. Quit 6.
Use the Personal Directory Yes 3. Press the Yes Key to confirm the deletion. 1. Press the Edit Key to change the telephone number or name. 2. Use the Navigation Keys to highlight the character you want to change. 3. Use the dial pad to enter the desired changes. Refer to“Add a Personal Directory entry” on page 86 for an example of how to use the dial pad to enter names. Next 4. Press the Next Key. Edit the number if necessary. Done 5. Press the Done Key to save the changes. Quit 6.
Use the Personal Directory Directory with no changes made. Quit 3. or Dir/Log Press the Quit Key or the Directory/Log Key to exit. Use the Personal Directory to make a call To use the Personal Directory to make a call: 1. Purchasing Dial Use the Navigation Keys to highlight the desired name or number. Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call. 2.
Use the Personal Directory Note: If you are dialing an external or long distance number, be sure that your directory entry includes the access codes required by your system to make an external or long distance call. Dial 2. Press the Dial Key and press your non-ACD line key to place the call. To exit the Card View: Press the left Navigation Key to leave the Card View and return to the selected name. Search for an entry You can search for a particular entry in your Personal Directory.
Use the Personal Directory Copy a number from the Redial List You can copy a number from the Redial List to the Personal Directory. To copy a number from the Redial List: 1. Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to your Personal Directory. / 2. Press the Copy Key. Dir/Log 3. Press the Directory/Log Key. 4. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note for step 5), and go to step 6.
Corporate Directory Corporate Directory The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number. You may copy an entry from the Corporate Directory and paste it into your telephone’s Personal Directory for quick access. To use the Corporate Directory application: Apps 1. Press the Applications Key.
Corporate Directory 6. Use the Navigation Keys to scroll through the directory. Note: The entire directory is available. The “find” process determines which directory entry to select as your starting point. 7. If desired, use the Right Navigation Key to move from “list” view to “card” view. In card view, the telephone and department numbers for the entry are viewable. Use the Left Navigation Key to return to list view.
Corporate Directory To copy an entry from the Corporate Directory to your telephone’s Personal Directory: / 1. With the entry selected in the Corporate Directory, press the Copy Key. Dirctry 2. In the Copy to screen, press the Dirctry (Directory) Key to copy the name and telephone number to your Personal Directory. Copy After you complete editing and entering the name and telephone number, you are returned to the Corporate Directory. 96 3. Press the Next 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 labeled key caps. You can configure four of the bottom six keys to fit your specialized business needs. These keys include: Agent, Activity Key, Answer Emergency, Observe Agent, and Dsply Queue.
Accessories for the M3905 Analog Terminal Adapter (ATA) The ATA allows you to connect an analog device such as a modem or FAX machine to your telephone. 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.
Feature Key chart Feature Key chart The following chart indicates which type of feature key can be used for features, or whether features can be accessed with a Feature Access Code (FAC).
Feature Key chart Feature Name Context Sensitive Soft Key Programmable Key Feature Access Code Fixed Key Call Page NO NO YES NO Call Park YES NO NO NO Call Pickup YES NO NO NO Call Pickup, Directed NO NO YES NO Call Transfer YES NO NO NO Call Waiting NO YES NO NO Callers YES YES NO NO Calling Name/Number Delivery Blocking (CNNB) NO NO YES NO Charge a Call (Account Code) NO NO YES NO Conference 6-party YES NO NO NO Controlled Interflow NO YES NO NO
Feature Key chart Feature Name Context Sensitive Soft Key Programmable Key Feature Access Code Fixed Key Inspect NO YES NO NO Last Number Redial NO NO YES NO Make Set Busy NO YES NO YES Malicious Call Hold NO YES YES NO Message Waiting YES YES NO NO Message Waiting Light NO YES NO YES Multistage Queue Status Key/Lamp (MSQS) NO YES NO YES Night Service NO YES NO NO Not Ready NO YES NO YES Observe Agent NO YES NO YES Options Feature List NO YES NO NO
Feature Key chart Feature Name Context Sensitive Soft Key Programmable Key Feature Access Code Fixed Key Supervisor Observe NO NO NO YES System Speed Call Controller YES YES YES NO System Speed Call User YES YES YES NO Walkaway NO NO NO NO 102
Meridian SL-100 Feature Access Codes (FAC) Meridian SL-100 Feature Access Codes (FAC) Note: Contact your system administrator to obtain the FAC codes for each feature that is available on your system.
Index A Access the Personal Directory 86 Accessories 97 Accessory Connection Module 97 ACD Features 11 Activity Code Key 19, 35 Agent Key 18, 44 Agent Login 33 Agent Login Enhancement 33 Agent Logout 34 Agent Return 42 Agent Walkaway 42 Agent/Supervisor Features 11 Analog Terminal Adapter 98 Announcement over Call Page 72 Anonymous Caller Rejection 74 Answer a Call 57 Answer Agent Key 19, 44 Answer Call Center Calls 35 Answer Emergency 19, 45 Answer Supervisor 41 Application Keys 16, 20 Applications Corpor
Index Directory Password protection 80 Directory Number 13 Directory/Log Key 80, 86 Display Agent Status 48 display diagnostics 31 Display Feature 13 Display Queue 37, 44 Display Queue Status 49 Display Queue Threshold 37 Display Queue Threshold feature Display-Telephone 22 DN 13 Don’t Answer Split 59 Done Key 23 Group Intercom Call H 37 E Emergency Supervisor 45 Emergency Key - Agent 19, 39 Enable Live Dial Pad 28 End ACD Call 36 External Alerter and Recorder Interface 98 Handset 97 Headset 32, 97 H
Index Programmable Line (DN)/ Feature Key 24 Quit Key 23 Select Key 23 L Language selection 24 Last Number Redial 52 LCD Indicator 15 Line (DN) Key 15 Live dial pad 28 Login 33 Logout 34 M M3905 Call Center Features Make a call 50 Make Busy Key 19, 39 Malicious Call Trace 66 Message Key 21 Message Waiting Lamp 17 Meridian SL-100 FAC 103 Multistage Queue 36 Mute Key 17 N Navigation Keys 23 Network Speed Call 54 Night Service 46 Non-ACD Calls 41 Not Ready Key 19, 43 106 23 P Paging 71 Paging Tone 14 Pa
Index Access 79 Return from Walkaway Ring Again 52 Ring type 27 Ringback/ring tone 14 43 S Screen contrast 26 Select Key 23 Selective Call Forward 78 Shared Directory Numbers 14 Special characters, entering 25, 87 Special Dial Tone 14 Speed Call, System 54 Station Camp-on 73 Supervisor Headset Jack 45 Supervisor Key 18, 41 Supervisor Observe Key 20, 45 System Speed Call 54 T Transfer a call 52 Transfer to InCalls Key 43 U Use Blind Transfer Recall 62 V Volume Control Bar Volume, adjust 26 17 W Wai
Index 108
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.
