Nortel M3905 User Manual
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Nortel M3905 User Manual

Nortel M3905 User Manual

Call center meridian digital telephone
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M3905 Call Center
Meridian Digital
Telephone
User Guide
Enterprise Voice Solutions Customer Documentation

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Summary of Contents for Nortel M3905

  • Page 1 M3905 Call Center Meridian Digital Telephone User Guide Enterprise Voice Solutions Customer Documentation...
  • Page 2 While you are away from your desk: Call Forward...

  • Page 3: Table Of Contents

    Introduction to your M3905 Call Center Telephone M3905 Call Center telephone ... 1 M3905 Call Center features ... 2 Available ACD Features on the M3905 ACD telephone ... 2 Terms you should know Your Telephone’s Controls Programmable Line/Feature Keys (Self-labeled) ... 5 Line Key ...
  • Page 4 Table of Contents Primary Directory Number ... 10 Individual Directory Number ... 11 M3905 Call Center Meridian Digital Telephone Call Center Agent/Supervisor Features Call Center headset interface ... 13 Agent login ... 14 Login with Agent ID and Multiple Queue Assignment (MQA) ... 14 Default login ...
  • Page 5 Your telephone non-ACD call features Make a call Auto Dial ... 31 Redial last number called ... 32 Transfer a call ... 33 Use Timed Reminder Recall ... 34 Set up a Conference call ... 34 Use Call Join ... 35 Activate Ring Again ...
  • Page 6 Display agent status ... 60 Display queue ... 61 Display call information ... 61 Your M3905 Call Center Telephone Options menu Options feature list ... 62 To access your adjustable features in the Options menu ... 63 Select language ... 64 Change feature key label ...
  • Page 7 Handset ... 73 Analog Terminal Adapter (ATA) ... 73 External Alerter and Recorder Interface ... 74 Key-based Expansion Module ... 74 Meridian Communications Adapter (MCA) ... 74 Feature Chart Meridian 1 Flexible Feature Codes (FFC) Meridian SL-100 Feature Access Codes (FAC) Table of Contents...
  • Page 8 Table of Contents Draft 0.01...

  • Page 9: Introduction To Your M3905 Call Center Telephone

    SPRE is optional. In this document, Call Center telephone and Automatic Call Distribution telephone ( ACD ) are interchangeable terms for the M3905 Call Center telephone. Additional hardware options are available to expand the capabilities of the M3905 Call Center Telephone. See “Accessories for the M3905” on page 73.

  • Page 10: M3905 Call Center Features

    • External Alerter and Recorder Interface (MEARI) • Analog Terminal Adapter (ATA) • Meridian Communications Adapter (MCA) Note: The M3905 ACD does not support handsfree calling. Available ACD Features on the M3905 ACD telephone Common Agent/Supervisor Features • Headset •...

  • Page 11: Terms You Should Know

    Feature Access Codes (FAC)—The Feature Access Codes are codes you dial in order to use a telephone feature instead of pressing a fixed feature or soft feature key. Feature Access Codes are available for the Meridian SL-100 system only. For your convenience, the FACs for your system can be printed on a page located at the back of this guide.
  • Page 12 Off-hook — Off-hook is a term used to indicate that the telephone is active and ready to make a call. On the M3905 you can go off-hook when you press your Individual DN Key only. The M3905 does not go off-hook when you press the In-Calls Key or press your Primary DN (Call Center DN).

  • Page 13: Your Telephone's Controls

    Display Key Display Note 1: The display key could be configured on your M3905 ACD telephone as a fixed key. You can use the Display Key with other feature keys to display information associated with the feature keys. To display information on the second caller does not interfere with the current call in progress.

  • Page 14: Programmable Feature Keys (Self-Labeled)

    Key. The party(ies) to whom you are speaking cannot hear you. When you wish to return to the two-way conversation, you must press the M3905 ACD, the handset and headset microphones. The LED flashes quickly when the Mute option is in use.

  • Page 15: Message Waiting Lamp

    Message Waiting lamp Fixed Keys The fixed feature keys on your M3905 ACD Meridian Digital Telephone are labeled at the factory. The fixed feature keys include: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, and In-Calls. These keys can be reconfigured to Activity Code, Answer Emergency, Answer Agent, Observe Agent, Display Waiting Calls or Call Agent to fit your business needs.

  • Page 16: Headset Key

    Key is a direct line on the Supervisor agent telephone to the supervisor. Press the Emergency Key to join the supervisor into a call when judged to be...

  • Page 17: Not Ready

    ACD telephone) allows the supervisor to monitor the activity on the agents telephone. Display Queue Key on the Supervisor and Agent ACD telephone displays to the agent or the supervisor information on the number and waiting times of the calls in the ACD queue.

  • Page 18: Call Agent

    Call Center caller. Quit Key ends an active application without affecting the state of any call on the telephone. Key on the M3905 is for future Copy applications. Navigation Keys allow you to move up, down, right, and left through features, menus, and application functions on the display.

  • Page 19: Individual Directory Number

    Individual Directory Number The Individual Directory Number is the second Directory Number for the telephone. You can make outgoing calls on this number and receive incoming calls. The Individual line can be configured to have all the standard functions of a regular telephone line.
  • Page 20 Your Telephone’s Controls...

  • Page 21: 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 62).

  • Page 22: Agent Login

    Call Center Agent/Supervisor Features Agent login In - Calls In - Calls Not Ready Login with Agent ID and Multiple Queue Assignment (MQA) MQA allows you to enter your four digit Agent ID, select a Supervisor (if your queue requires one), and enter up to five different ACD DNs with priorities. To login: In - Calls To login without Supervisor ID and...
  • Page 23 To login with Supervisor ID and without Priority: To login without Supervisor ID and with Priority: To login with Supervisor ID and with Priority: In - Calls Not Ready Call Center Agent/Supervisor Features Selection B your Agent ID Dial £ Supervisor ID ACD DN 1 £...

  • Page 24: Default Login

    Call Center Agent/Supervisor Features Default login If you normally use the same telephone, you do not repeat the complete 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.

  • Page 25: Agent Logout

    Example To re-enter ACD DN 1 without using Priority (press to correct £ ‚ £ ACD DN 1): Agent logout Make Busy Call Center Agent/Supervisor Features Dial your Agent ID Supervisor ID £ ACD DN 1 ACD DN 1 £ ‚ £ ACD DN 2 ACD DN 3 £...

  • Page 26: 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 the Meridian 1 you use the Activity Code. Note: 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 27: Answer Call Center Calls

    Answer Call Center 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. This key presents only ACD calls.

  • Page 28: Call Forcing

    Agent features Not Ready 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 29: Use Not Ready

    Use Not Ready The agent uses the Not Ready Key, when performing post-call work. When you need time to catch up on post-call processing work: Not Ready When you are ready to take ACD calls again: Not Ready In - Calls Answer or make non-ACD calls The individual DN allows the user (agent) to make outgoing calls and to receive non-ACD incoming calls.

  • Page 30: Contact Your Supervisor

    Agent features To answer a non-ACD call, when the telephone rings: 2498 Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: Supervisor If you are on a call and hear a buzz and the Supervisor indicator flashes:...

  • Page 31: Use Walkaway And Return From Walkaway

    To Transfer to a supervisor, during a call in progress: Supervisor Supervisor Goodbye 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: Hold To Walkaway while in Not Ready...
  • Page 32 Note 4: On the Meridian SL-100 a call on hold prevents you from activating the Not Ready Key. When the agent presses the Not Ready Key, an active call is terminated, unless your system administrator has Non-immediate Cut-off Option enabled for your telephone.

  • Page 33: 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 connect, observe, or monitor the status of each Agent position.

  • Page 34: Call Agent

    Goodbye 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 the headset into the jack near the Supervisor Observe Key on an agent’s telephone.

  • Page 35: Interflow

    To use the Supervisor Observe feature for a two way conversation: To mute the Supervisor headset: Interflow When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.

  • Page 36: Observe

    Call Center Supervisor features To transition to Night Service: Night Exit Night Service: Night Observe To observe an agent: Obv Agent Agent1 To talk to an agent you are observing: CallAgt Press the Night (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.
  • Page 37 Call Center Supervisor features To leave the Observe state: Press the Goodbye Key. Goodbye Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress.
  • Page 38 Call Center Supervisor features...

  • Page 39: Your Telephone Non-Acd Call Features

    M3905 Call Center Digital Telephone. Note: If your M3905 ACD telephone is equipped with a handset, you must lift the handset and press a DN or ACD DN to get a response in the handset.

  • Page 40: Redial Last Number Called

    Press the Key twice. The last Individual DN number dialed is automatically redialed. Note 1: On the Meridian SL-100, press the Octothorpe Key twice. Note 2: Your system administrator must configure this feature for your telephone. Auto Dial Key. Key.

  • Page 41: Transfer A Call

    Transfer a call Use the Transfer feature to redirect a call on your Individual DN (non-ACD) to a third party. To use the Transfer feature to direct a call to a third party: Trans Trans To go back to the original call, if the transfer is incomplete: 2498 1.

  • Page 42: Use Timed Reminder Recall

    You can set up a conference call for up to six people, this includes yourself. Contact your system administrator to find out the maximum number of people you can join in a conference on your system. On the M3905 Call Center Telephone, this feature is available on your Individual DN Key.

  • Page 43: Use Call Join

    If the person you added to the conference is unavailable: Goodbye 2498 Use Call Join To connect a call on Hold (on a different line) to your current call: Conf 2270 Conf Dial the number of the person you want to add to the conference call. You can talk privately to the person you are adding at this time.

  • Page 44: Activate Ring Again

    3. Press the Key. Goodbye When the number you want to reach is available, or the person has re-used the telephone, you hear the Ring Again tone. 1. Press the Individual DN receive dial tone. 2. Press the Ring Again...

  • Page 45: Use Speed Call

    Speed Call allows you to dial frequently called telephone numbers by entering a one, two, or three digit code (i.e. 0-999). See your system administrator to determine the capacity of your Speed Call list. A telephone designated as a Speed Call Controller can program or edit the Speed Call list.

  • Page 46: Make A System Speed Call

    The System Speed Call feature is set up by your system administrator on the system. It is a speed dial number that is common to many users, therefore it is set up on the system, not your desktop telephone. To make a System Speed Call:...

  • Page 47: Answer A Call

    Hold Goodbye InterCom Answer a call When you receive an incoming call on your Individual DN Key, your telephone rings and the LCD indicator flashes. To answer a call: 2498 Note: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable.

  • Page 48: Use Call Park

    Answer a call To retrieve a call on hold: 2498 Use Call Park Call Park allows a call to be held temporarily, then retrieved from any other DN. You can park an incoming call, then page the called party. When you use Call Park you do not tie up a line.
  • Page 49 To Park a call on a DN other than the System Park Extension or your own Park Park To Park a call using the SPRE code or FFC/FAC: Trans Conf SPRE code + or Call Park FFC/FAC Trans Conf To retrieve a parked call 2498 1.

  • Page 50: Display Call Information

    Note: If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your system administrator to determine your specified period of time. While on a call, you hear the call waiting tone.

  • Page 51: Use Call Waiting

    Call Waiting allows you to recognize an incoming call and respond to it. To answer an incoming call while on another call: Hold Call Wait To return to your first telephone call: Hold Goodbye 2498 If you do not have a Call Waiting...

  • Page 52: While You Are Away From Your Desk

    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 53: Forward An Internal Call

    Internal Call Forward allows calls from internal DNs to ring at another DN. Calls that originate from outside your telephone system still ring at your telephone. If the telephone starts to ring, you must wait until the telephone is idle before you can forward the calls.

  • Page 54: Secure Your Telephone

    To cancel Remote Call Forward: 2498 £ Secure your telephone You can lock your telephone with a password so that no one can make calls from your agent position. The lock consists of a password which you may change. To lock your telephone: 2498 your Electronic Lock password.
  • Page 55 Goodbye Key. 1. Press your Individual DN Dial the Electronic Unlock FFC. your electronic lock password. Dial 4. If you are on a telephone other than your own, your DN. dial 5. Press the Key. Goodbye 1. Press your Individual DN...

  • Page 56: While On An Active Call

    If the account code is required, the user is prompted to enter a code by a tone after the telephone number is dialed. If a user wishes to voluntarily enter an account code, then flash the switchhook and enter the feature code, which is provided by your system administrator.
  • Page 57 5. Press the Key when you hear Transfer the telephone ring. Note: You can talk privately to the person at the transfer number before you press the dial dial the FFC.

  • Page 58: Record A Calling Party Number

    While on an active call To charge a call to an account when you add someone to a conference call: Conf Acnt Conf Record a Calling Party Number Calling Party Number allows you to record a caller’s number or charge account number for account purposes while on an established call.

  • Page 59: Trace A Malicious Call

    Enter To charge a call to a charge account: 2498 Charge Account Enter Exit Cancel Trace a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls within your system. To trace a call: Call Trace If you do not have a trace button: Trans Conf...

  • Page 60: Call Features

    Call features 2498 Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Group Call Group Call automatically calls members of a predefined group, one at a time, until they all answer. Ask your system administrator for details on how to create a conference call group.

  • Page 61: Use Privacy Release

    10-second tones, this is notification of a group call on your DN. • If you are on a call on another telephone in your group, you hear a long tone through the headset/handset to notify you of the group call.

  • Page 62: Activate Override

    (i.e., place a call on hold and call another party). To use Enhanced Override: OvrRide Conf To end the connection: Goodbye 1. You a telephone number and hear Dial a busy signal. 2. Press the Key. Override The people on the call in progress hear an audible tone for approximately one second;...

  • Page 63: Use The Buzz Signal

    Connect to Call Page feature: 2498 Disconnect the call page feature: Goodbye 1. Press the Key. Buzz The telephone linked to yours buzzes as long as you hold down the key. 2. Release the Key when finished. Buzz 1. Press an Individual DN the page trunk access code.

  • Page 64: Use Forced Camp-On

    The paged person answers the call when they enter a special Page “Meet - me” code from any telephone. This connects the person paged to the party who paged them.
  • Page 65 If you carry a Radio Pager, you receive a page indication when someone dials your Directory Number (DN). If the Radio Page system is telephone up to function in “Meet - me” mode, you can Call features Key. You receive...
  • Page 66 Call features answer the page call from any telephone and connect to the person who paged you. Dial the Radio Page Answer FFC. You receive page tone. Dial your own DN. You connect to the page caller. You receive a steady high-pitched tone letting you know the caller has hung up.

  • Page 67: Your Telephone Display Information

    Your telephone display information 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. The following table lists the four states of the Calls Waiting indicator.

  • Page 68: Display Agent Status

    Your telephone display information The information includes the threshold level, the threshold type (CALLQ or WAIT), and the current value of the threshold. In some systems, this information is also displayed when the Not Ready feature is in use. The information is updated regularly and is visible until the Not Ready Key is turned off.

  • Page 69: Display Queue

    DispQ Dsply 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 70: 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 71: To Access Your Adjustable Features In The Options Menu

    Call timer: This feature can be turned on when you want to time each call. Date/time format: Select one of the eight formats (four time/date formats for 12 hour clocks and four time/date formats for 24 hour clocks) for your telephone display.

  • Page 72: Select Language

    Your M3905 Call Center Telephone Options menu Select language The telephone display shows information in one of many languages. Follow these steps to change your display to a different language: Options Language selection Select French Select Done Change feature key label...

  • Page 73: Adjust The Contrast

    Done Adjust the contrast Follow these steps to make contrast adjustments: Options Contrast adjustment Your M3905 Call Center Telephone Options menu 3. Press the Select 4. Scroll through your feature labels with Navigation 5. When the label you want to change appears, press the 6.

  • Page 74: Adjust The Volume On Your Telephone

    Your M3905 Call Center Telephone Options menu Select Lower Higher Done Adjust the volume on your telephone Follow these steps to adjust the volume on your telephone: Options Volume Adjustment Select Ringer Volume Select 3. Press the Key. Select 4. Press...

  • Page 75: Choose Ring Type

    Follow these steps to adjust the Ring type on your telephone: Options Ring type Select Ring type 1 Select Lower Higher Your M3905 Call Center Telephone Options menu 6. Press the Lower Press the Higher 7. Press the Done 1. Press the Options 2.

  • Page 76: Use Call Timer

    Your M3905 Call Center Telephone Options menu Done Use Call Timer Call Timer can be set in three different modes: Automatic, Off and Manual. Follow these steps to enable the call timer: To set Call Timer: Options Call timer Select...

  • Page 77: Use Key Click

    Follow these steps if you want to hear a tone each time you press a dial pad key: Activate key click: Options Key click Select Done Your M3905 Call Center Telephone Options menu 2. Use the Navigation Date/time 3. Press the Select 4.

  • Page 78: Headset Type

    Your M3905 Call Center Telephone Options menu Headset Type The Headset Type allows you to select the type of headset you are using in order to adjust your headset. To select Headset type: Options Headset Type Select Type 1 Type 2...

  • Page 79: Display Diagnostics

    Set MCA Data Parameters Follow these steps to set parameters for your MCA accessory: To set MCA parameters: Options MCA Data Parameters Your M3905 Call Center Telephone Options menu 1. Press the Options adjustable features appear in the display area.
  • Page 80 Your M3905 Call Center Telephone Options menu Select Done 3. Press the Key. Select 4. Press the Done Key.

  • Page 81: Accessories 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 82: External Alerter And Recorder Interface

    External Alerter and Recorder Interface The External Alerter Interface lets you connect a third party device (remote ringer, indicator light or recording device) to your telephone. The M3905 Call Center Telephone uses the External Alerter and Recorder Interface accessory cartridge.

  • Page 83: Feature Chart

    Feature Chart Feature Name Attendant Recall Auto Dial Automatic Answer Back Automatic Wake Up Call Call Forward Call Forward and Busy Status Internal Call Forward Call Park Call Pickup Call Pickup, Directed Call Transfer Call Waiting Calling Party Number Centralized Attendant Service Charge Account Conference 3-party or Conference 6-party...
  • Page 84 Feature Chart Feature Name One-way/two-way Hot Line One-way/two-way Hot Line List Last Number Redial Make Set Busy Malicious Call Trace Message Indication Message Waiting Multiple Call Non-ringing DN Multiple Call Ringing DN Night Service No Hold Conference Combined No Hold Conference and Auto Dial Combined No Hold Conference and Direct Hot Line...
  • Page 85 Feature Name Room Status Signaling Single Call Non-ringing DN Single Call Ringing DN Speed Call Controller Speed Call User Stored Number Redial System Speed Call Controller System Speed Call User Time and Date User Selectable Call Redirection User Status Voice Call Third Party Application Feature Chart Softkey...
  • Page 86 Feature Chart...

  • Page 87: Meridian 1 Flexible Feature Codes (Ffc)

    Meridian 1 Flexible Feature Codes (FFC) Radio Paging Radio Paging Access Radio Paging Answer Call Park Electronic Lock Password Change Maid ID Wake-Up Request Wake-Up Verify Wake-Up Cancel Meridian 1 Flexible Feature Codes (FFC) Lock Unlock Call Pick Up DN Pick Up Group Pick Up Remote Call Forward Activate Remote Call Forward Verify...

  • Page 88: Meridian Sl-100 Feature Access Codes (Fac)

    Meridian SL-100 Feature Access Codes (FAC) Meridian SL-100 Feature Access Codes (FAC) Account Code Anonymous Caller Rejection (ACRJ) Automatic Callback (ACB) Automatic Recall (AR) Busy Override Call Forward Busy/Don’t Answer - Internal/External Customer Originated Trace (COT) Directory Call Park (DCPK) Directed Call Pick-up (DCPU) Executive Busy Override (EBO)
  • Page 89 Account code ACD calls Activity code agent keys Agent Return Agent Walkaway answer non-ACD calls Answer Agent Answer Emergency Answer Supervisor Attendant Recall Auto Dial Auto Dial Transfer billing number Call Agent Call Charge Call Forcing Call Forward 44, 52, 59, 62 Call Forward, Internal Call Join Call Page...
  • Page 90 Index Headset interface talk/listen Hold 6, 43 Hot Line In-Calls Key Indicator status Information display Information line Intercom Intercom call Interflow Internal Call Forward Interrupted dial tone Last Number Redial LCD indicator Line (DN) Key Log out standard Meet - me” page Meridian 1 Meridian 1 Flexible Feature Codes (FFC Meridian SL-100 Feature Access Codes...
  • Page 91 While you are away from your desk: Call Forward...
  • Page 92 Title to and ownership of Meridian SL-1 software shall at all times remain with Nortel Networks. 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 Nortel Networks.

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