Table Of Contents - Nortel M3905 Call Center Quick Reference Manual

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
Agent logout ....................................................................................12
Call Center Agent features
Use Activity Code ..............................................................................13
Answer Call Center calls ....................................................................14
Call Forcing .....................................................................................15
Use the Emergency Key ......................................................................15
Activate Make Set Busy ......................................................................15
Use Not Ready ..................................................................................16
Answer or make non-ACD calls ..........................................................16
Contact your supervisor .....................................................................17
Use Walkaway and Return from Walkaway ........................................18
Call Center Supervisor features
Agent Keys .......................................................................................20
Answer Agent ...................................................................................20
Answer Emergency ............................................................................20
Call Agent .........................................................................................21
Use the Supervisor Observe and Supervisor Headset Jack .....................21
Observe Agent ..................................................................................22
Interflow ............................................................................................22
Night Service ....................................................................................23
Viewing queue status
The Meridian 1 ACD Calls Waiting status indicator .............................24
Display Queue on Meridian 1 ............................................................24
Contents
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