Telephone Features; Call Center Agent Features; Agent And Supervisor Features - Nortel M3905 Quick Reference Card

Telephone Features

Auto Dial
store
AutoDial
use
Last Number Redial
Hold
place a call on hold
return to a held call
Transfer
Trans
Conference
Conf
Ring Again
activate
RingAgn
when notified
cancel
CanclRA
Malicious Call Trace
with Call Trace key
CallTrace
without Call Trace key
Conf or Trans
Call Forward
activate
Forward
cancel
CheckFw
reinstate
Forward

Call Center Agent Features

Activity Code
ACD calls
In-Calls indicator flashes
C
end an ACD call
or
Emergency
Not Ready
to perform post-call tasks
to receive ACD calls again
Non-ACD calls
to answer when ringing
to make a non-ACD call
Communicate with your supervisor
LED indicator flashes
on a call when LED indicator flashes
call your supervisor
return to ACD call
Conference with supervisor and ACD call
Transfer call to supervisor
Walkaway and Return
on active ACD or non-ACD Call
in Not Ready mode
AutoDial
Return from Walkaway
AutoDial
Call Center Supervisor Features
Answer Agent (when indicator flashes)
Answer Emergency (when indicator flashes
Call Agent
Connect
Interflow (when call queue exceeds threshold)
Connect
activate
deactivate
Night Service
RngCall
enter Night Service
transition to Night Service
exit Night Service
Observe
A
Observe agent
talk to observed agent
Done
leave Observe mode
CanclFw
Display agent status
Done
Display queue

Agent and Supervisor Features

B
Agent login
Login with Agent ID and Multiple Queue Assignment
default login
or or
Correct errors during the login procedure
to correct previous entry
Agent Logout
Remarks
Dial the Malicious Call Trace Flexible Feature Code (FFC).
A
Dial the code that corresponds to your current activity.
B
H
If Call Forcing is configured, the call is answered automatically.
C
Disconnect your headset.
D
Connect your headset, or press the Headset key
E
off the LED if you are using the optional handset.
Dial the Agent's Position ID.
F
Dial your Agent ID (if required).
G
Dial ‚£, if you make a mistake while logging in, to delete the
H
Supervisor ID, ACD DN, or Priority that you just entered
D
D
or
E
F
Interflow
Interflow
fl
Night ( "N" for Night)
Night ° ( "T" for Transition)
Night ‹ ( "D" for Day)
K
DisplayAgt
or
DisplayQue
or
E F
or
G
H
D
to turn
Legend
Dial the number (see "Remarks").
Press a non-ACD (not In-Calls) extension key.
Press the key located beside the indicator.
or
Call Log and Directory
Callers List
View the Callers List
Callers or Dir/Log /
Make a Call while in the Callers List
Dial
Save an Entry to the Directory while in the Callers List
Dirctry Next
Delete an Entry while in the Callers List
Delete Yes
Delete the Callers List
/
Dir/Log Select
Redial List
View the Redial List
Redial or Dir/Log
/
Make a Call while in the Redial List
Dial
Personal Directory
Enter Names and Numbers in the Personal Directory
/
Dir/Log Select
Next
Delete Names and Numbers while in the Personal Directory
Delete Yes
Make a Call while in the Personal Directory
or
/
Dial
Edit Names and Numbers while in the Personal Directory
Edit Next
Delete the Personal Directory
/
Dir/Log Select
Password Protection for the Personal Directory
/
Dir/Log Select
Password Change for the Personal Directory
/
Dir/Log Select
Enter
New or Old
Select
Done
DelList
Select
AddNew
Done
Done
DelList Yes
Select
On or Off
Done
/
Select
Enter Done