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Nortel M2216ACD User Manual

Nortel meridian 1 m2216acd telephone user guide
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Meridian 1
M2216ACD Telephone
User Guide
Enterprise Solutions Training and Documentation

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Summary of Contents for Nortel M2216ACD

  • Page 1 Meridian 1 M2216ACD Telephone User Guide Enterprise Solutions Training and Documentation...
  • Page 2 While you are away from your desk: Call Forward...

  • Page 3: Table Of Contents

    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 ..................
  • 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 ...................

  • Page 5: Introduction

    The Meridian 1 ACD provides fast and dependable processing of your company's incoming calls. Meridian Modular M2216ACD telephones provide easy access to a wide range of Automatic Call Distribution (ACD) features. Both models are designed to help you handle your daily telephone activities quickly and efficiently.

  • Page 6: M2216Acd-1

    Introduction: M2216ACD-1 M2216ACD-1 Standard equipment: • Display module • Dialpad • 16 Function keys • 16 LCD indicators • Hold key • Release key • Speaker • Volume control • Message Waiting lamp • 2 electret headset jacks Optional hardware: •...

  • Page 7: M2216Acd-2

    Introduction: M2216ACD-2* M2216ACD-2* Standard equipment: • Display module • Dialpad • 16 Function keys • 16 LCD indicators • Hold key • Release key • Speaker • Volume control • Message Waiting lamp • 1 electret headset jack • 1 carbon headset jack (PJ-327) Optional hardware: •...

  • 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

    Learning to use your phone Headsets The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset interface, using , to match the type of headset you are using (See “Program key” on page 5). Contact your sales representative for more information on headset types.

  • Page 11: Agent Log In And Log Out

    Agent log in and log out Agent log in and log out Log in with Agent ID 1. Plug in the headset. 2. Press In-Calls. ∫ In-Calls your ID. Dial 4. Upon successful log in, press ∫ In-Calls In-Calls when ready to start Not Ready ∫...

  • Page 12: Log In And Log Out With Mqa

    Log in and log out with MQA Log in and log out with MQA Log in Using Agent ID with MQA (Multiple Queue Assignment) You enter your four digit followed by a (if your queue Agent ID Supervisor ID requires one) followed by one or more DNs and priority values (if priority values are being used) terminated by ££.

  • Page 13: Correcting Mistakes During The Log In Procedure

    Log in and log out with MQA To log in without Supervisor ID and with Priority: your Agent ID Dial ACD DN 1 £ £ £ Priority 1 ACD DN 2 £ £ £ Priority 2 ACD DN 3 £ £...

  • 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 ): your Agent ID Dial £ £ Supervisor ID 1 £ £...

  • 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: Activity code ACD calls Agent features This chapter explains the features that are available to agent positions. Activity code You answer an ACD call and the Activity Code LCD indicator is flashing: 1. Press Activity. The LCD indicator lights ∫...

  • Page 17: Call Forcing (Auto Answer)

    Agent features: Call Forcing (Auto Answer) Call Forward Call Forcing (Auto Answer) The Call Forcing option automatically connects incoming ACD calls. You do not have to press In-Calls. You hear a short tone. The In-Calls indicator lights steadily and the caller is connected.

  • 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 replaces the Calls Waiting indicator ∫...

  • Page 19: Display Queue Status

    Agent features: Display Queue Status Display Queue Status The Display Queue feature shows you information about the queue. Press Queue. A summary of the ∫ Display Disp Queue queue status appears in the window of the display module. If you are using MQA, the displays scrolls through the queues at 2 second intervals in the order of log in sequence.

  • Page 20: Emergency

    Agent features: Emergency Headset interface Emergency When you have an urgent or abusive call: Press Emergency. The indicator flashes ∫ Emergency while your supervisor is called. When your LCD indicator supervisor is connected, the lights steadily and you have a three-way conference.

  • Page 21: Hold

    Agent features: Hold Make Busy Hold To place a call on Hold: Press Hold. ˙ To return to the call: Press the key beside the fast flashing LCD indicator. Make Busy To make your position unavailable to take calls: Press ∫...

  • Page 22: Non-Acd Calls

    Agent features: Non-ACD calls Not Ready Non-ACD calls To make a non-ACD call: 1. Press a ∫ 2637 secondary extension key. the number you wish to call. Dial To answer a non-ACD call, when the telephone rings: Press the next to the fast ∫...

  • Page 23: Supervisor

    Agent features: Supervisor Supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: Press Supervisor. ∫ Supervisor If you're on a call and hear a buzz and the Supervisor indicator flashes: 1. Press Hold. ˙ 2. Press Supervisor. ∫...

  • 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: Press Hold.

  • Page 25: Acd Supervisor Features

    ACD Supervisor features: Agent keys Answer Agent 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 , then ∫...

  • Page 26: Answer Emergency

    ACD Supervisor features: Answer Emergency Call Agent Answer Emergency When your phone buzzes and the Answer Emergency indicator flashes: 1. Press if you intend to return to the ˙ Hold call in progress. 2. Press Emergency. Your ∫ Answer Ans Emerg position goes into state NOT READY...

  • Page 27: Display Agent Status

    ACD Supervisor features: Display agent status Headset talk/listen 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. 1. Press Agent. The display ∫ Display Disp Agent shows summary of the current status of all agent positions which have a key...

  • 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: Press Hold. The LCD indicator flashes ˙ º beside the line on hold. The LCD indicator flashes slowly. The caller may hear music if this is programmed on your system.

  • Page 29: Night Service

    ACD Supervisor features: Night Service Observe Night Service To enter Night Service: Press and dial (N for Night). ∫ Night fl Night The indicator lights steadily. All call in the queue and new calls receive Night Service. Transition to Night Service: Press and dial (T for Transition).

  • Page 30: Recordings And Music

    ACD Supervisor features: Recordings and music To leave the Observe state: Press Release. ® Note: You cannot observe an agent if the agent's call is on Hold or if no calls are in progress. Recordings and music 1. Press a secondary extension key. ∫...

  • Page 31: Message Services

    Message Services: Meridian Mail Message Services When your phone is busy or unanswered, your calls can be routed to a message center attendant or to the Meridian Mail voice messaging system 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.

  • Page 32: Meridian Mail Commands

    Message Services: Meridian Mail commands Meridian Mail commands To Rewind 3 Seconds: Dial ⁄ To Play Message: Dial ¤ To Fast Forward 3 Seconds: Dial ‹ To Go to Previous Message: Dial › To Record: Dial fi To Go to the Next Message: Dial fl...

  • Page 33: Hardware Options

    PC. In this way you can communicate with another computer using your telephone. This option requires the addition of the Power Supply Board on the M2216ACD-1. Key Expansion Module This option provides 22 additional function keys on your phone. You can add up to two Key Expansion Modules for a total of 60 function keys (16 + 22 + 22).
  • 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 Index 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 1, 29 Function keys Headset 1, 6 interface talk/listen Hold 4, 17 Hold non-ACD call...
  • 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 1, 29 Meridian Mail commands Message Waiting lamp 5, 27 Multiple Queue Assignment (MQA) Log in Log out set display examples...
  • Page 37 Index 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...
  • 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.

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