Related Manuals for Nortel M3905 Call Center
Summary of Contents for Nortel M3905 Call Center
- Page 1 Meridian Digital Telephones M3905 Call Center Quick Reference Guide Enterprise Voice Solutions Customer Documentation...
- Page 2 While you are away from your desk: Call Forward...
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Page 3: Table Of Contents
Contents Introduction to the M3905 Call Center telephone M3905 Call Center telephone ...............7 M3905 Call Center telephone keys ............8 Call Center Agent/Supervisor Features Headset interface .................9 Agent login ..................9 Login with Agent ID and Multiple Queue Assignment (MQA) ....10 Correct errors during the login procedure ..........11 Default login ..................12... - Page 4 Contents The Meridian SL-100 Multistage Queue Status indicator ......25 Display Queue Threshold on Meridian SL-100 .........26 Display agent status on the Meridian 1 ...........28 Display agent status on the Meridian SL-100 ...........29 Your telephone’s non-ACD call features Make a call ..................30 Use the Predial feature ................30 Auto Dial .....................31 Ring Again ..................32...
- Page 5 Contents Directory display and navigation Access your Callers List, Redial List, or Personal Directory .......49 Directory password protection .............50 Call Log Access and use the Callers List .............52 Access and use the Redial List ..............54 Use the Personal Directory Access the Personal Directory ...............55 Add a Personal Directory entry ............55 Add an incoming call ................57 Add an outgoing call ................58...
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Page 7: Introduction To The M3905 Call Center Telephone
Introduction to the M3905 Call Center telephone Introduction to the M3905 Call Center telephone Your M3905 Call Center telephone provides easy access to a wide range of business features. Your network administrator assigns features to your feature keys and provides you with passwords and other codes as required. -
Page 8: M3905 Call Center Telephone Keys
Introduction to the M3905 Call Center telephone M3905 Call Center telephone keys The M3905 Call Center telephone features: • Eight Programmable Line (DN)/Feature Keys (self-labeled), giving you access to eight different lines (DNs) or features. • Four Context Sensitive Soft Keys (self-labeled) •... -
Page 9: Call Center Agent/Supervisor Features
The headset LED will light steadily, and all calls will be presented to the headset. Note: Refer to your distributor for recommended headset types for use with the M3905 Call Center telephone. Test your headset with the telephone before using the telephone to receive calls. In a noisy environment, an amplified headset is an option. -
Page 10: Login With Agent Id And Multiple Queue Assignment (Mqa)
Call Center Agent/Supervisor Features Login with Agent ID and Multiple Queue Assignment (MQA) The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by up to five ACD DNs and priority values (if priority values are being used) terminated by ££. -
Page 11: Correct Errors During The Login Procedure
Call Center Agent/Supervisor Features To login with Supervisor ID and with Priority: your Agent ID Dial £ Supervisor ID ACD DN 1 £ £ Priority 1 ACD DN 2 £ £ Priority 2 ACD DN 3 £ £ Priority 3 ACD DN 4 £... -
Page 12: Default Login
Call Center Agent/Supervisor Features Default login If you normally use the same telephone, you need not repeat the entire 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: 1. -
Page 13: Call Center Agent Features
Call Center Agent features Call Center Agent features This section explains the features that are available to ACD agent positions. Use Activity Code This feature allows you to record the type of activity you are performing. Use the Key to record Activity Codes on the Meridian 1 and LOB (Line of Activity Business) Codes on the Meridian SL-100. -
Page 14: Answer Call Center Calls
Call Center Agent features Answer Call Center calls The In-Calls Key is the lower right-hand key on your M3905 Call Center telephone. The In-Calls Key is your main ACD extension (Primary DN). The In-Calls Key allows you to answer the next queued call on the primary DN. This key presents only ACD calls. -
Page 15: Call Forcing
Call Center Agent features Call Forcing The Call Forcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key. When Call Forcing is on, you have a time interval between each incoming call that is defined by your network administrator. After the time interval is up, you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller. -
Page 16: Use Not Ready
Call Center Agent features Use Not Ready Use the Not Ready Key, when performing post-call work. When you need time to catch up on post-call processing work: Press the Key. This takes you Not Ready Not Ready out of the queue. When you are ready to take ACD calls again: Press either the... -
Page 17: Contact Your Supervisor
Call Center Agent features Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: Press the Supervisor Key. Supervisor If you are on a call and hear a buzz and the Supervisor indicator flashes: 1. -
Page 18: Use Walkaway And Return From Walkaway
Call Center Agent features To Transfer to a supervisor, during a call in progress: 1. Press the Supervisor Key. Supervisor 2. Press the Supervisor Key again when Supervisor the supervisor answers. 3. Press the Goodbye Key to disconnect Goodbye from the call. The caller remains connected with your supervisor. - Page 19 Call Center Agent features To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display): 1. Press the Not Ready Key. Not Ready 2. Press the Hold Key. Hold 3.
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Page 20: Call Center Supervisor Features
Call Center Supervisor features Call Center Supervisor features In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's telephone (except Supervisor). Agent Keys Agent Keys allow you to connect, observe, or monitor the status of each Agent position. -
Page 21: Call Agent
Call Center Supervisor features 2. Press the Answer Emergency Key. Ans Emerg Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call. To disconnect from the emergency call: Press the Key. -
Page 22: Observe Agent
Call Center Supervisor features To use the Supervisor Observe feature for a two way conversation: While the headset is plugged in, press the Key, the LED lights Supervisor Observe continuously and the supervisor can participate in the conversation. To mute the Supervisor headset: Press the Key a Supervisor Observe... -
Page 23: Night Service
Call Center Supervisor features To activate Interflow: Press the Interflow Key. The indicator Interflow flashes and excess calls are routed to the destination. Note: On the Meridian SL-100, this feature is known as Controlled Interflow. Use the ConIntrFlw Key to activate this feature. To stop Interflow: Press the Key again. -
Page 24: Viewing Queue Status
Viewing queue status Viewing queue status The Meridian 1 ACD Calls Waiting status indicator The LCD indicator beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting LCD indicator. -
Page 25: The Meridian Sl-100 Multistage Queue Status Indicator
2 second intervals. The queues are presented in the order in which they were entered at login. Note 2: The Display Queue Key may be configured on your M3905 Call Center telephone as a Fixed Feature Key or as a Programmable Line (DN)/Feature Key. The Meridian SL-100 Multistage Queue Status indicator The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides a visual indicator of the number of calls in the ACD queue. -
Page 26: Display Queue Threshold On Meridian Sl-100
Viewing queue status Display Queue Threshold on Meridian SL-100 On the Meridian SL-100, the Display Queue Threshold or Waiting Calls Key allows an ACD Agent or Supervisor to view the number of calls waiting in the queue, or how long the first call in the queue has been waiting. To display the queue threshold for your Meridian SL-100 ACD group: Press the... - Page 27 Viewing queue status 5551234 Number of CALLQ calls in the queue Forward Callers Redial Quit Copy 553-9095 Note 1: The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold. Note 2: In some systems, this information is also displayed when the Not Ready feature is in use.
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Page 28: Display Agent Status On The Meridian 1
Viewing queue status Display agent status on the Meridian 1 The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys. Press the Display Agent Key. DisplayAgt The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone. -
Page 29: Display Agent Status On The Meridian Sl-100
Viewing queue status Display agent status on the Meridian SL-100 The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys. Press the Display Agent Key. DisplayAgt The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone. -
Page 30: Your Telephone's Non-Acd Call Features
This section describes features that you can use when you make a call. There are several ways to make a call from your M3905 Call Center telephone. To make a call from your telephone, use the features described in this chapter. -
Page 31: Auto Dial
Your telephone’s non-ACD call features Note 2: Press the Key to insert a Pause 1.5 second pause in the dialing string. 2. Press an Individual Line (DN) Key to 2637 receive dial tone. The displayed predialed number is automatically dialed. Note: You cannot use the Predial feature if the Live dial pad feature is active. -
Page 32: Ring Again
Your telephone’s non-ACD call features Ring Again Use the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their telephone. The feature notifies you when to redial your party. -
Page 33: Use Speed Call
Your telephone’s non-ACD call features 2. Press the (DN) Key Individual Line 2637 again. The last number you dialed is automatically redialed. Note: On Meridian SL-100, press the £ Key twice. Use Speed Call The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. -
Page 34: Make A System Speed Call
Your telephone’s non-ACD call features 4. Press the Key to save the code Done Done and number. To make a Speed Call: 1. Press an (DN) Key. Individual Line 2637 2. Press the Speed Call Controller Key or SpcCtrl SpcUsr Key. -
Page 35: Answer A Call
Your telephone’s non-ACD call features Answer a call When you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicator flashes. To answer a call: Press the Individual Line (DN) Key 2637 beside the flashing LCD indicator. Note: If you have the handset option and you pick up the handset, you must also press the Individual Line (DN) -
Page 36: Transfer A Call
Your telephone’s non-ACD call features Transfer a call Use the Transfer feature to redirect a call to a third party. To use the Transfer feature: 1. Press the Key. Transfer Trans The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number. -
Page 37: Trace A Malicious Call
Your telephone’s non-ACD call features Trace a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls. The feature is available for both internal and external calls. When the key is pressed, your Directory Number and the telephone number of the caller are recorded for access by your network administrator. -
Page 38: Forward Calls
Your telephone’s non-ACD call features Forward calls The Call Forward feature allows you to direct your calls to ring at another Line (DN). You cannot forward calls while your telephone is ringing. To forward your calls: 1. Press the Forward Key. -
Page 39: Set Up A Conference Call
Your telephone’s non-ACD call features Set up a Conference call You can set up a Conference call for up to six people (including yourself). Contact your network administrator to determine the maximum number of people your system allows on a conference call. To set up a conference call: 1. -
Page 40: Options List
Options List Options List The Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through procedures and keep you informed on the status of the following settings: Language, Change feature key label, Screen contrast, Volume adjustment, Ring type, Call log options, Preferred name match, Area code set-up, Call timer enable, Date/time format, Key click enable, Headset type, and Display diagnostics. -
Page 41: Select A Language
Options List Select a language The display is available in multiple languages. After you select Language. . . from menu, Options List 1. Use the Keys to highlight Navigation the desired language (e.g., German). Deutsch 2. Press the Select Key. Select Press the Done... - Page 42 Options List Note: Use the Key to change the case of the letter, as needed.Press the Case Key to access special characters you may want to include in the label. Navigation Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character.
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Page 43: Adjust Screen Contrast
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; From the screen, press the Contrast Lower Higher Key to decrease the display Lower contrast level, or press the Higher... -
Page 44: Choose Ring Type
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 menu; Options List 1. Use the Navigation Keys to scroll through the list of ring types. -
Page 45: Use Live Dial Pad
Options List Use 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; From the screen, press Live dialpad Key to turn on Live dial pad, or press the... -
Page 46: Enable Call Timer
Options List Enable Call timer The Call timer enable option measures how long you are on each call. After you select Call timer enable from the menu; Options List From the Call timer screen, press the Key to turn on the Call timer, or press the Key to turn off the Call timer. -
Page 47: Headset Type Selection
Key to turn off Headset port on call. Press the Key to save changes. Press the Key or Key to exit. Done Quit Options Note: Additional equipment is required to implement this option. For more information please contact your Nortel Networks distributor. -
Page 48: Activate Headset Port External Alerter
The Display diagnostics option tests the functionality of your telephone’s display screen and indicator lights. This option also provides information on the firmware currently in use on your M3905 Call Center telephone. After you select Display diagnostics from the menu;... -
Page 49: Directory Display And Navigation
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... -
Page 50: Directory Password Protection
Directory display and navigation To access the M3905 Callers List or Redial List using a Context Sensitive Soft Key or a Programmable Feature Key: Press the Callers Key to access the Callers Redial Callers List, or press the Redial Key to access the Redial List. - Page 51 Directory display and navigation the password. Dial 7. Press the Key. Enter Enter Dial the password again to confirm your password. 9. Press the Key. Enter Enter 10. Press the Done Key to save changes. Done 11. Press the Key or the Quit Quit Directory/Log...
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Page 52: Call Log
Call Log 6. Press the Key again to select Select Select Password enabled: ON. 7. Press the Key to disable password protection. 8. Press the Done Key to save changes. Done 9. Press the Quit Key or the Quit Directory/Log Key to exit. - Page 53 Call Log 3. Press the Key. Select Select 4. Press the Key to go to the top of the new calls list, or press the to go to the top of the old calls list. To access the Callers List using a Context Sensitive Soft Key or a Programmable Feature Key: Press the...
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Page 54: Access And Use The Redial List
Call Log Access and use the Redial List The Redial List records your last 20 outgoing calls and can be password protected. On the M3905, you can copy these numbers to your Personal Directory. To access the Redial List using the Directory/Log Key: 1. -
Page 55: Use The Personal Directory
Utility application. The Personal Directory PC Utility uses an accessory cartridge to connect your PC and your M3905 telephone. You can create a directory on your Personal Computer and transfer it to your M3905 Call Center telephone. Access the Personal Directory 1. - Page 56 Use the Personal Directory Example: To enter the name and telephone number for Chris: 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.
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Page 57: Add An Incoming Call
Use the Personal Directory Add an incoming call 1. Press the Copy Key. Copy The displays shows the message Copy to. 2. Press the Directory Key. Dirctry 3. Press Next to copy the incoming call Next without editing the name. Edit the number, if required (see note for step 4) and go to step 5. -
Page 58: Add An Outgoing Call
Use the Personal Directory Add an outgoing call 1. After the person you called answers, Copy press the Copy Key. The displays shows Copy to. 2. Press the Directory Key. Dirctry 3. Add the name, using the dial pad, Delete, and Case Keys as needed. -
Page 59: Delete Your Personal Directory
Use the Personal Directory To edit a Personal Directory entry: 1. Press the Edit Key to change the Edit telephone number or name. 2. Use the Keys to highlight Navigation the character you want to change. 3. Use the dial pad to enter the desired changes. -
Page 60: Use The Personal Directory To Make A Call
Use the Personal Directory 3. Press the Key or the Quit Quit Key to exit. Directory/Log Dir/Log Use the Personal Directory to make a call To use the Personal Directory to make a call: 1. Use the Keys to highlight Navigation the desired name or number. -
Page 61: Search For An Entry
Use the Personal Directory To dial from the Card View: 1. Use the Navigation Keys to show the name and number of the currently selected entry in the Card View. 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. -
Page 62: Copy A Number From The Redial List
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. -
Page 63: Set-To-Set Messaging
Set-to-Set Messaging Set-to-Set Messaging With the Set-to-Set Messaging application activated, an internal caller using an M3903, M3904, or M3905 receives a quick visual message, which you have selected, whenever they dial your telephone number. The length of your message is limited to 24 characters. The message is entered through the dial pad keys using a process similar to the one used for entering names in the Personal Directory. - Page 64 Set-to-Set Messaging 2. From the screen, use the Edit Mode to enter a text message. Press dial pad Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Key to exit the screen Cancel without saving changes.
- Page 65 Set-to-Set Messaging 3. From the screen, use the Edit Mode to customize the message. dial pad Press the Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Key to Cancel exit the screen without saving changes.
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Page 66: Corporate Directory
Corporate Directory Note 2: If messages have been provided by your network administrator, up and down arrows appear on the right side of the display. The Keys appear for the most recently selected message. 2. Press the Key or the Quit Applications Quit... - Page 67 Corporate Directory Note 1: The comma is the first character on Key on your dial pad. ⁄ Note 2: You do not need to enter the entire name. When the Done Key is pressed, the application will highlight the first directory entry that matches the text that you entered.
- Page 68 Corporate Directory To find another directory listing or to refine your current directory search: Press the NewFind Key to begin a new NewFind Resume search, or press the Key to Resume enter additional characters so that you may narrow your search. To exit the Corporate Directory application: Press the...
- Page 69 While you are away from your desk: Call Forward...
- Page 70 Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.