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Related Manuals for Nortel MERIDIAN 1 M2216ACD
Summary of Contents for Nortel MERIDIAN 1 M2216ACD
- Page 1 Meridian 1 M2216ACD Telephone User Guide Enterprise Solutions Documentation...
- Page 2 While you are away from your desk: Call Forward...
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Page 3: Table Of Contents
Contents Introduction What is ACD ... 1 M2216ACD-1 ... 2 M2216ACD-2 ... 3 Learning to use your phone In-Calls Key ... 4 Release ... 4 Hold ... 4 Display Key ... 4 Volume control ... 4 Display ... 5 Program key ... 5 Function keys ... - Page 4 Contents ACD calls ... 12 Call Forcing (Auto Answer) ... 13 Call Forward ... 13 Calls Waiting indicator ... 14 Display Queue Status ... 15 Emergency ... 16 Headset interface ... 16 Hold ... 17 Make Busy ... 17 Non-ACD calls ... 18 Not Ready ...
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Page 5: Introduction
This booklet describes the operation of both agent and supervisor features for the M2216ACD telephones. To identify your particular telephone type, see the next two pages. See “Learning to use your phone” for an explanation of your telephone's equipment. You can expand your telephone's capabilities with additional hardware options. -
Page 6: M2216Acd-1
Introduction: M2216ACD-1 M2216ACD-1 Release (Rls) key Hold key Supervisor J a ck Agent J a ck Volume control key Standard equipment: • Display module • Dialpad • 16 Function keys • 16 LCD indicators • Hold key • Release key •... -
Page 7: M2216Acd-2
M2216ACD-2* *Manufacture Retired in 1995 Release (Rls) key Hold key Supervisor J ack Agent J ack Volume control key Introduction: M2216ACD-2* Standard equipment: • Display module • Dialpad • 16 Function keys • 16 LCD indicators • Hold key • Release key •... -
Page 8: Learning To Use Your Phone
Learning to use your phone Learning to use your phone This chapter explains the parts labeled on the Meridian Modular Telephones pictured on the previous two pages. In-Calls Key is assigned to the lower right-hand key on your phone. It is your ∫... -
Page 9: Display
Learning to use your phone Display The Meridian M2216ACD telephone is equipped with a 2 x 24 character display module. The Display assists agents by displaying incoming call information. It assists supervisors by displaying agent and queue information.The idle display, as shown below, gives the current date and time. -
Page 10: Headsets
Headsets The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset interface, using “Program key” on page 5). Contact your sales representative for more information on headset types. The M2216ACD-2, which was manufacture retired in 1995, has a two-hole jack (PJ -327) for a carbon headset and a jack for an electret supervisor headset. -
Page 11: Agent Log In And Log Out
Agent log in and log out Log in with Agent ID ∫ In-Calls ∫ In-Calls ∫ Not Ready Log in without Agent ID ∫ In-Calls ∫ In-Calls ∫ Not Ready Log out ∫ Make Busy Agent Log in and log out 1. -
Page 12: Log In And Log Out With Mqa
If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. Press In-Calls, Multiple Queues. Thus, if you usually use the same telephone, you need not repeat the entire log in process at the beginning of each shift. You log in simply by entering Agent ID £... -
Page 13: Correcting Mistakes During The Log In Procedure
To log in without Supervisor ID and with Priority: To log in with Supervisor ID and with Priority: ∫ In-Calls ∫ Not Ready Correcting mistakes during the log in procedure You can correct mistakes made during the log in process by entering re-entering the previous field. -
Page 14: Example 2
Log in and log out with MQA Example 2 To re-enter a Supervisor ID when Priority is not used (Supervisor ID 1 is replaced with Supervisor ID 2): Example 3 To re-enter a Priority when Priority is used (Priority 3 is corrected): Log out using Agent ID with MQA ∫... -
Page 15: Example Set Displays For Mqa
Log in and log out with MQA Example set displays for MQA The following illustrations show examples of an ACD call being presented to an ACD agent who is operating with MQA. In the first illustration, a direct call is made by Tracey Brown at DN 3508 to ACD DN 2200 and is presented to the MQA agent. -
Page 16: Agent Features
Agent features This chapter explains the features that are available to agent positions. Activity code ∫ Activity ∫ Activity ACD calls Your phone rings and the In-Calls indicator flashes: ∫ In-Calls End an ACD call any of the following ways: ®... -
Page 17: Call Forcing (Auto Answer)
The Call Forcing option automatically connects incoming ACD calls. You do not have to press In-Calls. º Call Forward If your telephone is equipped with a key for non-ACD calls, you may forward calls directed to this DN. ∑ ∑... -
Page 18: Calls Waiting Indicator
Agent features: Calls Waiting indicator Calls Waiting indicator The Calls Waiting indicator shows you how busy the ACD queue is. The following table lists the four states of the Calls Waiting indicator, and their meanings. Note: If you have the Display Queue Status feature on your phone, the LCD indi- cator next to ∫... -
Page 19: Display Queue Status
Display Queue Status The Display Queue feature shows you information about the queue. ∫ Disp Queue To clear the display: ® Pressing a feature key clears the queue information and replaces it with information associated with the feature. If you have the Display Queue Status feature on your phone, the LCD indicator next to replaces the Calls Waiting indicator. -
Page 20: Emergency
Emergency When you have an urgent or abusive call: ∫ Emergency Note: The Display shows information about the call. Write down this information before you press Emergency Headset interface Note: Please be sure to consult your headset manufacturer’s guidelines for further information. -
Page 21: Hold
Agent features: Hold Make Busy Hold To place a call on Hold: ˙ To return to the call: º Make Busy To make your position unavailable to take calls: ∫ Make Busy To make your phone available for calls again (after making it busy): ∫... -
Page 22: Non-Acd Calls
Non-ACD calls To make a non-ACD call: ∫ 2637 To answer a non-ACD call, when the telephone rings: ∫ 2637 Not Ready When you need time to catch up on post-call paper work: ∫ Not Ready When you're ready to take ACD calls again: ∫... -
Page 23: Supervisor
Supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: ∫ Supervisor If you're on a call and hear a buzz and the Supervisor indicator flashes: ˙ ∫ Supervisor To call your supervisor: ∫ Supervisor To return to the ACD call: ∫... -
Page 24: Walkaway And Return
Agent features: Walkaway and Return Walkaway and Return Use this feature when you need to leave your desk during an ACD call, a non-ACD call, or while in the Not Ready state. To Walkaway during an active ACD or non-ACD call: ˙... -
Page 25: Acd Supervisor Features
ACD Supervisor features You can assign any feature listed in the Agent features chapter to the supervisor's telephone (except Supervisor), as well as the features described in this chapter. Agent keys Agent keys allow you to call agents by pressing and monitor the status of each position, by watching the LCD indicators. -
Page 26: Answer Emergency
You are connected to the call. If you wish to just listen at first, unplug your headset before pressing Answer Emergency. You will hear the conversation through the telephone's speaker. Press Release. 1. Press Agent. Your position goes Call NOT READY into state. -
Page 27: Display Agent Status
ACD Supervisor Features: Display agent status Display agent status The Display Agents feature gives you a summary of the current status of all agent positions for which you have agent keys. ∫ Disp Agent ® NOT READY Agent positions in the calls or non-ACD calls, as specified by your System Administrator. -
Page 28: Hold Non-Acd Call
ACD Supervisor features: Hold non-ACD call Interflow Hold non-ACD call To put a non-ACD call (agent or secondary DN) on Hold: ˙ º To take a non-ACD call off hold: ∫ 2637 Interflow When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. -
Page 29: Night Service
Night Service To enter Night Service: ∫ Night Transition to Night Service: ∫ Night Exit Night Service: ∫ Night Observe ∫ Observe ∫ Agent To talk to an agent you are observing: ∫ Call Agent ACD Supervisor features: Night Service Observe Press and dial Night... -
Page 30: Recordings And Music
ACD Supervisor features: Recordings and music To leave the Observe state: ® Recordings and music ∫ 2637 To disconnect: ® Press Release. Note: You cannot observe an agent if the agent's call is on Hold or if no calls are in progress. -
Page 31: Message Services
Meridian Mail Meridian Mail is an automated messaging system that allows you to record and play back messages left by people calling to your telephone. By using Meridian Mail you can: • be sure that all calls are answered pleasantly with your pre-recorded greeting, •... -
Page 32: Meridian Mail Commands
Message Services: Meridian Mail commands Meridian Mail commands To Rewind 3 Seconds: To Play Message: To Fast Forward 3 Seconds: To Go to Previous Message: To Record: To Go to the Next Message: To Compose a Message: To Delete a Message: To Send a Message: To Change Greetings: To End a Mail Session:... -
Page 33: Hardware Options
This option requires the addition of the Power Supply Board on the M2216ACD-1. Analog Terminal Adapter (ATA) The ATA allows you to connect an analog device such as a modem or fax machine to your telephone. The ATA allows you to use these devices while you are on a telephone call. - Page 34 Index Index 1, 4 ACD calls Activity code agent ID 7, 8 agent keys agent position 4, 7 Agent Return Agent Walkaway answer ACD call non-ACD calls Answer Agent Answer Emergency Answer Supervisor Automatic Answer Automatic Call Distribution Call Agent Call Forcing Call Forward Call Supervisor...
- Page 35 Conference with Supervisor disconnect Display Display Agents Display key Display Queue electret headsets 1, 6 Emergency agent supervisor End ACD call extension External Alerter Interface Function keys Headset 1, 6 interface talk/listen Hold 4, 17 Hold non-ACD call 1, 29 Index...
- Page 36 Index In-Calls Key indicator Interflow Key Expansion Module LCD indicator 4, 5 Log in standard with MQA Log out standard with MQA Make Busy Meridian Communications Adapter Meridian Mail commands Message Waiting lamp 5, 27 Multiple Queue Assignment (MQA) Log in Log out set display examples music...
- Page 37 Night Service Non-ACD calls 4, 18 Not Ready 18, 20, 22 Observe Agents position ID Priority Program key queue recorded announcement Release Return from Walkaway Secondary DN calls Supervisor 8, 19 Supervisor ID Transfer to Supervisor Index...
- Page 38 Index Volume control...
- Page 39 While you are away from your desk: Call Forward...
- Page 40 Title to and ownership of Meridian SL-1 software shall at all times remain with Northern Telecom. 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 Northern Telecom.