Nortel M3905 Quick Reference Manual
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Nortel M3905 Quick Reference Manual

Nortel M3905 Quick Reference Manual

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M3905 Call Center
Meridian
Digital Telephone
Quick Reference Guide
Enterprise Voice Solutions Customer Documentation

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Summary of Contents for Nortel M3905

  • Page 1 M3905 Call Center Meridian Digital Telephone Quick Reference Guide Enterprise Voice Solutions Customer Documentation...

  • Page 2: Table Of Contents

    Contents M3905 Call Center Meridian Digital Telephone Call Center Agent/Supervisor Features Call Center headset interface ..............1 Agent login ................... 2 Login with Agent ID and Multiple Queue Assignment (MQA) ....2 Correct errors during the login procedure ..........4 Agent Logout ..................
  • Page 3 Display agent status ................22 Display queue ..................23 Display call information ................ 23 Your M3905 Call Center Telephone Options menu To access your adjustable features in the Options menu ......25 Hardware Options for the M3905 Additional Key Caps ................27 Accessory Connection Module (ACM) ............

  • Page 4: M3905 Call Center Meridian Digital Telephone

    The LED lights steady to indicate you are in headset mode. The headset LED is dark (unlit) if you are in handset mode. Go to the Headset type in the Options list to adjust the gain (refer to “Your M3905 Call Center Telephone Options menu” on page 25).

  • Page 5: Agent Login

    Call Center Agent/Supervisor Features Agent login 1. Press the In-Calls Key. In - Calls your Agent ID (if required). Dial 3. Press the Key or the In-Calls In - Calls Key to enter the ACD queue. Ready Note 3: On the Meridian SL-100, press Not Ready Make Busy Key until the indicator turns on before you press the In-Calls Key.
  • Page 6 Call Center Agent/Supervisor Features To login without Supervisor ID and with Priority: Selection C £ £ your Agent ID ACD DN 1 Dial £ £ Priority 1 ACD DN 2 £ £ Priority 2 ACD DN 3 £ £ Priority 3 ACD DN 4 £...

  • Page 7: Correct Errors During The Login Procedure

    Call Center Agent/Supervisor Features To select default Priority or Supervisor ID: Dial the Octothorpe instead of a Priority entry or a Supervisor ID entry. The system uses the Priority or Supervisor ID configured for your set. Note: A Supervisor who logs in to take ACD calls, cannot enter a Supervisor ID (even if the agents generally enter one).

  • Page 8: Agent Features

    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 Meridian 1 you use the Activity Code. 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.

  • Page 9: Answer Acd Calls

    Agent features 3. Press the Key again. If doing Activity Activity multiple tasks, you can enter another activity code. Activity Answer ACD 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.

  • Page 10: Call Forcing

    Agent features 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.

  • Page 11: Answer Or Make Non-Acd Calls

    Agent features When you're ready to take ACD calls again: Press the Not Ready Key. Not Ready Press the Key. In-Calls In - Calls Note 1: On the Meridian SL-100, you must press the Not Ready Key to begin receiving ACD calls.
  • Page 12 Agent features If you're on a call and hear a buzz and the Supervisor indicator flashes: 1. Press the Hold Key. Hold 2. Press the Key. Supervisor Supervisor To call your supervisor: Press the Supervisor Key. This Supervisor automatically puts the call in progress on Hold.

  • Page 13: Use Walkaway And Return From Walkaway

    Agent features Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state. To use the Walkaway feature: 1. Press the Hold Key.
  • Page 14 Agent features 1. Connect the headset. To return from Walkaway: 2. Press the next to the flashing Not Ready indicator. Note 1: If a caller disconnects before you return from Walkaway, the Not Ready In - Calls indicator flashes. When you return from Walkaway, you are in Not Ready mode.

  • Page 15: Call Center Supervisor Features

    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 call, observe, or monitor the status of each Agent position.

  • Page 16: Answer Emergency

    Call Center Supervisor features Answer Emergency When your phone buzzes and the Answer Emergency indicator flashes: 1. Press the Key if you intend to Hold return to the call in progress. Hold 2. Press the Answer Emergency Key. Your position goes into Not Ready Ans Emerg state and the Answer Emergency indicator lights steadily.

  • Page 17: Use The Supervisor Observe And Supervisor Headset Jack

    Call Center Supervisor features Use the Supervisor Observe and Supervisor Headset Jack The Supervisor Observe Key is located in the upper left corner of the M3905 ACD telephone. It has an associated LED. A supervisor can listen in on an active call at an ACD terminal by connecting their headset into the jack near the Supervisor Observe Key on an agent’s telephone.

  • Page 18: Observe

    Call Center Supervisor features To transition to Night Service: dial ° Press the Key and Night Night (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.

  • Page 19: Your Telephone Features

    This section briefly describes some non-ACD features commonly used for call processing. For more details on these or other non-ACD features, refer to the M3905 Call Center User Guide. Some features require special system packages. Check with your system administrator for feature availability.

  • Page 20: Redial Last Number Called

    Your telephone features Redial last number called Last Number Redial allows you to automatically redial the last number you dialed. To use last Number Redial: Press the non-ACD DN Key twice. The last 3000 number dialed is automatically redial. ££ ££...

  • Page 21: Place A Call On Hold

    Your telephone features Place a call on Hold To place a call on Hold: Press the Hold Key. The LCD indicator flashes beside the line on hold. Hold is enabled the active Automatic Hold call is automatically put on Hold when you answer the second call.

  • Page 22: Forward A Call

    Your telephone features Forward a call 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.

  • Page 23: Trace A Malicious Call

    Your telephone features Trace a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls within your system. While you are on a call: Press the Call Trace Key. Call Trace Note: On the Meridian SL-100, press the Malicious Call Hold (MCH) Key.

  • Page 24: Acd Information Displays

    ACD information displays If the person you added to the conference is unavailable: 1. Press the Goodbye Key. Goodbye 2. Press the Key with the flashing icon 2498 to return to your original call ACD information displays 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.

  • Page 25: Display Agent Status

    ACD information displays 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).

  • Page 26: Display Queue

    Note 1: The Display Queue Key may be configured on your M3905 ACD telephone as a fixed key or as a Programmable Line/Feature Key (self-labeled). Note 2: On the Meridian SL-100, press the Display Queue Key or the Queue Status Key.
  • Page 27 ACD information displays 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...

  • Page 28: Your M3905 Call Center Telephone Options Menu

    Your M3905 Call Center Telephone Options menu Your M3905 Call Center Telephone Options menu This section describes the M3905 Call Center Telephone Options. The display provides information on how to program the listed menu items. Some of the features are available only if turned on by the system administrator. Others are designed specifically for the M3905 Call Center Telephone.
  • Page 29 Your M3905 Call Center Telephone Options menu 2. Use the up and down Navigation Keys to scroll through the options (list above) you want to change, activate, or deactivate. 3. Press the Key to choose the Select Select option you want to change, activate or deactivate.

  • Page 30: Hardware Options For The M3905

    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.

  • Page 31: External Alerter And Recorder Interface

    The External Alerter Interface lets you connect a remote ringer, indicator light or recording device to your telephone. The External Alerter is available from your supplier. The M3905 Call Center Telephone uses the External Alerter and Recording Interface accessory cartridge.
  • Page 32 Hardware Options for the M3905...
  • Page 33 Nortel Networks. Information contained in this document is subject to change. Nortel Networks reserves the right, without notice, to make changes in equipment design or program components as progress in engineering, manufacturing or technology may warrant.

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