Nortel Meridian SL-100 M3905 User Manual
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Nortel Meridian SL-100 M3905 User Manual

Call center meridian digital telephone
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  • Page 1 Enterprise Voice Solutions Customer Documentation...

  • Page 3: Table Of Contents

    Table of contents Introduction to your M3905 Call Center Telephone 9 M3905 Call Center Telephone 9 M3905 Call Center Features 10 Available ACD Features on the M3905 Telephone 11 Terms you should know 13 Your telephone’s controls 15 Programmable Line/Feature Keys (self-labeled) 15 Context Sensitive Soft Keys (self-labeled) 16 Call Processing Keys 16 Fixed Keys 17...
  • Page 4 Table of contents Headset type 30 Headset port on call 30 Headset port external alerter 31 Display diagnostics 31 Call Center headset interface 32 Freeing your hands while on the job 32 Switching between the handset and the headset 32 Call Center agent/supervisor features 33 Agent Login 33 Agent Login Enhancement 33...
  • Page 5 Table of contents Observe Agent 47 Display Agent Status 48 Display Queue Status 49 Your telephone non-ACD call features 50 Make a Call 50 Predial feature 51 Auto Dial 51 Redial Last Number Called 52 Activate Ring Again 52 Speed Call 53 System Speed Call (Network Speed Call) 54 Intercom Call 55 Group Intercom All Call 55...
  • Page 6 Table of contents Incoming calls 67 Answer Call Pickup 67 Call Waiting 68 Talk with more than one person 69 Set up a conference call 69 Call Join 70 Preset Conference 70 Call features 71 Use Privacy Release 71 Paging 71 Busy Override 72 Make an Announcement over the Call Page 72 Use Station Camp-on 73...
  • Page 7 Table of contents Use the Personal Directory 86 Access the Personal Directory 86 Add a Personal Directory entry 86 Add an incoming call 88 Add an outgoing call 89 Delete or edit a Personal Directory entry 89 Delete your Personal Directory 90 Use the Personal Directory to make a call 91 Use Card View 91 Search for an entry 92...
  • Page 8 Table of contents...

  • Page 9: Introduction To Your M3905 Call Center Telephone

    Introduction to your M3905 Call Center Telephone Introduction to your M3905 Call Center Telephone Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required. The Meridian SL-100 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers.

  • Page 10: M3905 Call Center Features

    Introduction to your M3905 Call Center Telephone M3905 Call Center Features The M3905 Call Center features: • eight Programmable Line/Feature Keys (self-labeled), giving the user access to eight Line/Feature Keys • four Context Sensitive Soft Keys (self-labeled), giving the user access to a maximum of 10 of the available features •...

  • Page 11: Available Acd Features On The M3905 Telephone

    Introduction to your M3905 Call Center Telephone Available ACD Features on the M3905 Telephone Common Agent/Supervisor Features • Headset • Non-ACD Call Keys • Hold • Personal Directory • Call Log • Redial List • Options • Call Park by ACD Agent •...
  • Page 12 Introduction to your M3905 Call Center Telephone Table 1 Agent and Supervisor features Agent features Supervisor features Call Forcing. Flexible Call Observing-Nodal. Display Queue and Threshold. Observe Agent from 2500 set. Walkaway and Return from Observe-Agent Key. Walkaway. Agent Login and Login Display Queue-Status Key.

  • Page 13: Terms You Should Know

    Terms you should know Terms you should know Agent Set – A telephone set configured to efficiently answer incoming calls that have been directed to a group of ACD telephones vs. a single person or line. Attendant – The attendant is a telephone operator in your organization. Call party information –...
  • Page 14 Terms you should know Paging tone – A Paging tone is two beeps followed by a dial tone. You hear the special Paging tone when you are using the Radio Paging feature. Primary Directory Number (PDN) – The Primary Directory Number is the main extension number on your telephone.

  • Page 15: Your Telephone's Controls

    Your telephone’s controls Your telephone’s controls This section describes the features on the M3905 ACD Meridian Digital telephone. Programmable Line/Feature Keys (self-labeled) In addition to secondary extension number(s), you can have features assigned to the Feature Keys on your telephone. An LCD indicator shows the status of the feature assigned to each key.

  • Page 16: Context Sensitive Soft Keys (Self-Labeled)

    Your telephone’s controls Applications Key Applications Key allows you to access Apps server applications, such as Corporate Directory, if available on your system. Individual DN Key allows you to make x2498 and receive non-ACD calls. Context Sensitive Soft Keys (self-labeled) The four keys located in the middle of the telephone, below the display screen, are your Context Sensitive Soft Keys.

  • Page 17: Fixed Keys

    Your telephone’s controls Mute Key When engaged in a call, you can press the Mute 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 Mute Key again.
  • Page 18 Your telephone’s controls Headset Key Press the Headset Key to toggle back and forth between headset and handset. It is common to both the agent and the supervisor. The headset indicator is lit when active. Headsets vary in electrical, physical and audio characteristics.
  • Page 19 Your telephone’s controls Emergency Key Press the Emergency Key to join the supervisor into a call when judged to be an emergency situation. It can also be used to add a recording device automatically. The Emergency key is on the agent set. Not Ready Key Press the Not Ready...

  • Page 20: Application Keys

    Your telephone’s controls Observe Agent Key Press the Observe Agent Key (on the supervisor ACD telephone) to monitor the activity on the agent’s telephone. Display Queue Key Press the Display Queue Calls Key on the DsplyQueue agent’s ACD telephone to display incoming calls waiting information.

  • Page 21: Primary Directory Number

    Your telephone’s controls Navigation Keys Press the Navigation Keys to move up, down, right, and left through features, menus, and application functions on the display. Primary Directory Number The lower-right key of your programmable keys is the ACD Primary Directory Number (DN) Key which is the same as the In-Calls Key.

  • Page 22: M3905 Call Center Meridian Digital Telephone

    M3905 Call Center Meridian Digital Telephone M3905 Call Center Meridian Digital Telephone Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required. Note: In this document Call Center telephone and the Automatic Call Distribution (ACD) telephone are interchangeable terms for the M3905 Call Center Telephone.

  • Page 23: 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, Live dial pad, Preferred name match, Area code set-up, Call timer enable, Date/time format, Key click enable, Headset type, Headset port on call, Headset port external alerter, and Display...

  • Page 24: Select A Language

    Options List Select a language The display is available in multiple languages. After you select from Options List menu; Use the Navigation Keys to highlight the desired language (e.g., German). Press the Select Key. Press the Done Key to save changes. Press the Quit Key or Options...
  • Page 25 Options List Note: Use the Case Key to change the case of the letter, as needed. Press the Up Nav- igation Key to access special characters you may want to include in the label. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character.

  • Page 26: 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 from the Options List menu; Lower Higher From the Contrast screen, press the Lower Key to decrease the display contrast level, or press the Higher to increase the display contrast level.

  • Page 27: 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 from the Options List menu; Use the Navigation Keys to scroll through the list of ring types. Press the Play Key to sample a ring...

  • Page 28: Live Dial Pad

    Options List 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 from the Options List menu;   From the Live dialpad screen, press the Key to turn on Live dial pad, or press the Key to turn off Live dial...

  • Page 29: Call Timer

    Options List Call timer The Call timer enable option measures how long you are on each call. After you select from the Options List menu;   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 30: Headset Type

    Key to turn off Headset port on call. Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Note: Additional equipment is required to implement this option. For more informa- tion please contact your Nortel Networks distributor.

  • Page 31: Headset Port External Alerter

    Options Key to exit. Note: Additional equipment is required to implement this option. For more informa- tion please contact your Nortel Networks distributor. Display diagnostics 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.

  • Page 32: Call Center Headset Interface

    Options Menu. Note: Refer to your distributor for the latest product bulletin from Nortel Networks recommending headset types for use with the M3905 Call Center Telephone.

  • Page 33: Call Center Agent/Supervisor Features

    Call Center agent/supervisor features Call Center agent/supervisor features This section describes features and procedures for both the Call Center agent and the supervisor. Agent Login Press the Make Busy Key until the indi- cator turns on. Press the In-Calls Key. Dial your four-digit agent ID.

  • Page 34: Agent Logout

    Call Center agent/supervisor features If the password option is assigned: After you enter your four-digit agent ID, you receive a special dial tone. Enter you four-digit password. If your password is accepted, you are logged in. If the system does not accept your password, you will hear reorder (fast busy) tone.

  • Page 35: Agent Features

    Agent features Agent features This section explains the features that are available to ACD agent positions. Activity Code Fixed Key to activate Line-of-Business code The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing. The code is sent to a customer-premises downstream processor through the MIS interface.

  • Page 36: Call Forcing

    Agent features Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-Calls Key. You do not pickup the call, it is sent to your line. Note 2: 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 37: Display Queue Threshold (Msqs Enhancement For Agents)

    Agent features • you activate the Not Ready feature Once activated, the lamp status reflects the queue status as shown in Table 2. Note: The MSQS feature can be assigned to a fixed key with the optional cap Dsplay Queue, or it can be assigned to a programmable line/feature key with the label DisplayQue.
  • Page 38 Agent features Number of calls in the queue Quit Copy 553-9094 Your display shows information similar to the example above. The labels T1, T2, and T3, represent the threshold wait time for the call at the front of the queue or the number of calls in the queue.

  • Page 39: Emergency Key

    Agent features position. 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 active. The information is updated regularly and is visible until the Not Ready feature is turned off.

  • Page 40: Not Ready Key

    Agent features To make the set busy: Press the Make Busy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed. To make your phone available for incoming secondary directory number calls: Press the Make Busy Key again.

  • Page 41: Answer Or Make Non-Acd Calls

    Agent features When you are ready to take ACD calls again: Press the Not Ready Key again. Answer or Make Non-ACD Calls The individual DN allows the user (agent) to make outgoing calls and to receive non-ACD incoming calls. If the agent does not have an active call when the Individual line flashes, the agent can press the individual DN line and answer the call.

  • Page 42: Walkaway And Return From Walkaway

    Agent features Press the Supervisor Key. To call your supervisor: Press the Supervisor Key. If you are on a call, this automatically puts the call in progress on Hold. To return to the ACD call: Press the In-Calls Key. To Conference a call with your Supervisor, during a call in progress: Press the Emergency...

  • Page 43: Transfer To Incalls Key

    Agent features Note: The non-immediate cutoff option must be enabled in the Meridian SL-100 system, so that an active call is not terminated when the Not Ready Key is pressed. To return from Walkaway: Connect the headset. Press the Not Ready Key next to the flashing indicator.

  • Page 44: Call Center Supervisor Features

    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 key), as well as the features described in this section. Agent Keys The Call Agent Keys feature allows you to connect to each agent position. Each Agent Key is linked to a particular agent position.

  • Page 45: Answer Emergency

    Call Center supervisor features Answer Emergency When your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes: Press the Hold Key if you intend to return to the call in progress. Press the Answer Emergency Key. To disconnect from the emergency call: Press the Goodbye...

  • Page 46: Controlled Interflow

    Call Center supervisor features LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted. To use the Supervisor Observe feature, the supervisor plugs the headset into the agent telephone. To use the Supervisor Observe feature for a two way conversation: While the headset is plugged in, press the...

  • Page 47: Observe Agent

    Call Center supervisor features Service, or are handled in a way designed for your system. Exit Night Service: Press the Night Service Key a second time. NightSvc The indicator goes off. New calls enter the queue. Observe Agent To observe an agent: Press the Observe Agent Key.

  • Page 48: Display Agent Status

    Call Center supervisor features Display Agent Status The Display Agent feature gives you a summary of the current status of all agent positions for which you have Agent Keys information displayed. Press the Display Agent Key. The dis- DisplayAgt play shows a summary of the current status of all agent positions in the ACD group.

  • Page 49: Display Queue Status

    Call Center supervisor features Display Queue Status The Display Queue Status feature allows you to access the status of calls in an ACD Queue. Information displayed includes: number of calls waiting in the queue, number of agents’ positions occupied for that queue, and the call waiting time (seconds) for the oldest call in the queue.

  • Page 50: Your Telephone Non-Acd Call Features

    Your telephone non-ACD call features Your telephone non-ACD call features This section describes some non-ACD features commonly used for call processing. Your telephone system administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes, ask your telephone system administrator to provide these to you.

  • Page 51: Predial Feature

    Make a Call Predial feature The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number. To use Predial: Dial the number. Note 1: If you are calling an external or long distance number, be sure that the appropriate access codes are included.

  • Page 52: Redial Last Number Called

    Make a Call Auto Dial Key. Press the Auto Dial Key a second AutoDial time. The number is stored on the key you selected. Note: Use the Change feature key label option (Option Key) to personalize the Auto Dial label. Redial Last Number Called Last Number Redial allows you to automatically redial the last number you dialed.

  • Page 53: Speed Call

    Make a Call Press the Ring Call Key. RngCall To cancel Ring Again before notification Press the Cancel Ring Again Key. CanclRA The screen displays RING AGAIN IS CANCELLED. Speed Call Speed Call allows you to automatically dial frequently called telephone numbers by entering a one- or two-digit code.

  • Page 54: System Speed Call (Network Speed Call)

    Make a Call Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number. Note 2: Press the Pause key to insert a 1.5-second pause in the dialing string. Press the Done Key to save the Done code and number.

  • Page 55: Intercom Call

    Make a Call Intercom Call The Group Intercom feature connects a group of people through a Gpintercom Key. You can use the Group Intercom feature to call a member of your intercom group by pressing a one-, two-, three-, or four-digit code (depending on the size of your group).

  • Page 56: Intercom Call On A Predesignated Set

    Make a Call To make a Group Intercom All Call conference: Press the Gpintercom Key. Gpintercom Press the Octothorpe (#) Key to activate the Group Intercom All Call feature. You hear ringing. Note: Members can enter or leave the conference, or you can page the mem- bers.

  • Page 57: Individual Page From Group Intercom

    Answer a Call After a two-second delay, an automatic connection is made, and the other party can hear the message over the speaker. Individual Page from Group Intercom The Individual Page from Group Intercom feature allows a Group Intercom member to page another group member using the Handsfree speaker.

  • Page 58: While You Are Away From Your Desk

    While you are away from your desk While you are away from your desk Call Forward On an ACD set, 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.

  • Page 59: Forward An Internal Call (Call Forward Busy/Don't Answer Split)

    While you are away from your desk To cancel Call Forward: Press the Check Forward Key. CheckFw Press the Cancel Forward Key. CanclFw Forward an Internal Call (Call Forward Busy/Don’t Answer Split) The Call Forward Busy/Don’t Answer Split feature allows you to: •...

  • Page 60: Call Forward - Remote Activation

    While you are away from your desk To cancel Call Forward Busy/Don’t Answer Split: Dial the appropriate FAC again. You receive a confirmation tone. Call Forward – Remote Activation On an ACD set, the Remote Call Forward feature works only with your Individual DN.

  • Page 61: While On An Active Call

    While on an active call While on an active call Place a call on Hold Use the Hold feature when you are on the line with one party on your secondary or Individual DN, and a second call comes in on a second line. You can answer the second call and retain the original non-ACD call by putting it on Hold.

  • Page 62: Blind Transfer Recall

    While on an active call Dial the DN number where you are transferring the call. Press the Swap Key to move Swap between talking with the original caller and the new caller. Press the Connect Key to Connect complete the transfer. The two callers are connected and your telephone is ready to make or receive new calls.

  • Page 63: Call Park

    While on an active call If the transferred call is not answered, your telephone rings: Press a Key. You connect back to 2498 the original caller. Press the Transfer Key and repeat the Trans transfer (to a different DN), if desired. Note: Check with your system administra- tor about the length of your recall timer.
  • Page 64 While on an active call To Park a call using the FAC: Press the Transfer Key. Trans Dial the Call Park FAC If you do not want the call parked on your own DN, dial a DN where you want to park the call. To retrieve a parked call Press a Key.

  • Page 65: Charge A Call Or Charge A Forced Call

    While on an active call Charge a Call or Charge a Forced Call Charge a Call or Charge a Forced Call allows you to enter a billing number for charge-back purposes. The account code can be from 2 to 14 digits. You may be prompted to enter an account code, or you may voluntarily enter an account code when an incoming call is answered.

  • Page 66: Trace A Malicious Call

    While on an active call While on a call, you hear the call To view the name of a second caller while on a call in waiting tone. progress: Press the Inspect Key. Inspect Press the flashing Key. The 2498 call waiting information appears on the display.

  • Page 67: Incoming Calls

    Incoming calls Incoming calls Answer Call Pickup Call Pickup allows you to pick up a call from any telephone in the same Pickup Group or another Pickup Group. To answer a call in your own Call Pickup Group: Press the key.

  • Page 68: Call Waiting

    Incoming calls Call Waiting Call Waiting lets you put your current call on Hold, while you answer the next call. For example: The attendant routes an outside call to you when you are already on a call. Call Waiting allows you to recognize an incoming call and respond to it. To answer an incoming call while on another call: Press the...

  • Page 69: Talk With More Than One Person

    Talk with more than one person Talk with more than one person Set up a conference call 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.

  • Page 70: Call Join

    Talk with more than one person Call Join To connect a call on Hold (on a different line) to your current call: Conf Press the Conference Key. Press the key that has the caller 2270 that you want to connect to your current call.

  • Page 71: Call Features

    Call features Call features Call features are accessible on Fixed Keys, Programmable Line/Feature Keys and Programmable Feature Keys. Use Privacy Release Privacy Release allows one or more people who share your non-ACD DN to join your call. To use Privacy Release in an established state: Press the Private Release...

  • Page 72: Busy Override

    Call features Busy Override The Busy Override feature allows you to gain access to a busy station by pressing the ExeBusyOvd Key. To activate Busy Override after receiving a busy tone: Press the ExeBusyOvd Key. ExeBusyOvd Note 1: If Busy Override is valid for the station being called, you hear silence.

  • Page 73: Use Station Camp-On

    Call features The telephones disconnect and must re-access the page access code. Connect to Call Page feature: Press an Individual DN key. 2498 Dial the page access code. The connection to the page system is complete. Disconnect the Call Page feature: Press the Goodbye Use Station Camp-on...

  • Page 74: Class Features On Ivd Sets

    Class features on IVD sets Class features on IVD sets Anonymous Caller Rejection (ACRJ) This feature allows you to reject incoming calls on your individual DN for which calling name/number information has been intentionally blocked. Only calls in which the information is blocked are rejected. This feature is activated using a feature access code (FAC).

  • Page 75: Automatic Recall (Ar)

    Class features on IVD sets To activate or turn ON Automatic Callback after you have dialed a telephone number: Press the Goodbye Key to disconnect the call Press your Individual DN Key. 2698 Dial the FAC digits for feature activation. Follow the instructions provided by the announcement.

  • Page 76: Customer Originated Trace (Cot)

    Class features on IVD sets To activate or turn ON Automatic Recall: Press your Individual DN Key. 2698 Dial the FAC digits for feature activation. An announcement may provide additional instructions or announce the number of the last incoming call, and provide you with a choice of whether to continue the recall or abort it.

  • Page 77: Calling Name/Number Delivery Blocking (Cnnb)

    Class features on IVD sets ware and network connections. Check with your system administrator for availabil- ity of the feature and the FAC. To activate or turn ON Customer Originated Trace after receiving a harassing or prank telephone call: Press the Goodbye Key to disconnect the call...

  • Page 78: Selective Call Forward (Scf)

    Class features on IVD sets Dial the FAC digits for feature activation. Listen for the confirmation tone or announcement, followed by dial tone. Place the telephone call. Selective Call Forward (SCF) This feature allows you to selectively program a list of up to 31 DNs from which calls on your Individual DN are to be rejected or blocked.

  • Page 79: 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. Quit Copy 553-9092 Access your Callers List, Redial List, or Personal Directory To access the M3905 Dir/Log: Press the Directory/Log...

  • Page 80: 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: Callers Redial Press the Callers Key to access the Callers List, or press the Redial Key to access the Redial List.
  • Page 81 Directory display and navigation Press the Enter Key. Dial the password again to confirm your password. Press the Enter Key. 10. Press the Done Key to save changes. 11. Press the Quit Key or the Quit Directory/Log Key to exit. To disable Personal Directory password: Press the...
  • Page 82 Directory display and navigation Press the Select Key again to select Press the Key to disable password protection. Press the Done Key to save changes. Press the Quit Key or the Quit Directory/Log Key to exit.

  • Page 83: Call Log

    Call Log Call Log The Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to record all calls, record only the unanswered calls, or record no incoming calls. The Callers List stores incoming calls, and the Redial List stores outgoing calls in order of date and time received/made.

  • Page 84: Access And Use The Redial List

    Call Log To make a call from the Callers List: Use the Navigation Keys to highlight the number you want to call. Note 1: If you are calling an external or long distance number, you will need to edit the number to add the access codes required by your system to make an external or long distance call.
  • Page 85 Call Log To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key: Redial Press the Redial Key. You are presented with the most recently dialed number. To make a call from the Redial List: Use the Navigation Keys to highlight...

  • Page 86: Use The Personal Directory

    Use the Personal Directory Use the Personal Directory The Personal Directory provides a personalized directory of names and telephone numbers. The Personal Directory allows you to add, delete, search, and edit entries and can be password protected. The Personal Directory holds up to 100 entries (an entry is one name and one telephone number).
  • Page 87 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.

  • Page 88: Add An Incoming Call

    Use the Personal Directory Press the Quit Key or the Quit Directory/Log Key to exit. Add an incoming call Press the Copy Key. Copy The displays shows the message Copy to . Press the Directory/Log Key. Press Next to copy the incoming call without editing the name.

  • Page 89: Add An Outgoing Call

    Use the Personal Directory Press the Quit Key or the Quit Directory/Log Key to exit. Note: You can edit the name or number before or after you save to the directory. Add an outgoing call After the person you called answers, Copy press the Copy...

  • Page 90: Delete Your Personal Directory

    Use the Personal Directory Press the Key to confirm the deletion. To edit a Personal Directory entry: Press the Edit Key to change the telephone number or name. Use the Navigation Keys to highlight the character you want to change. Use the dial pad to enter the desired changes.

  • Page 91: Use The Personal Directory To Make A Call

    Use the Personal Directory Directory with no changes made. Press the Quit Key or the Quit Directory/Log Key to exit. Use the Personal Directory to make a call To use the Personal Directory to make a call: Use the Navigation Keys to highlight the desired name or number.

  • Page 92: Search For An Entry

    Use the Personal Directory 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 dis- tance call. Press the Dial Key and press your non-ACD line key to place the call.

  • Page 93: 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: Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to your Personal Directory.

  • Page 94: Corporate Directory

    Corporate Directory Corporate Directory The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number.
  • Page 95 Corporate Directory Use the Navigation Keys to scroll through the directory. Note: The entire directory is available. The “find” process determines which directory entry to select as your starting point. If desired, use the Right Navigation Key to move from “list” view to “card” view.
  • Page 96 Corporate Directory To copy an entry from the Corporate Directory to your telephone’s Personal Directory: With the entry selected in the Corporate Copy Directory, press the Copy Key. In the Copy to screen, press the Dirctry (Directory) Key to copy the name and telephone number to your Personal Directory After you complete editing and entering...

  • Page 97: Accessories For The M3905

    To adjust the headset volume, go to the Options menu, Headset types, and select one of the headset types from the sub-menu item: Headset 1, Headset 2, or Amplified. Refer to your distributor for the latest product bulletin from Nortel Networks recommending headset types for use with the M3905 Call Center Telephone.

  • Page 98: Analog Terminal Adapter (Ata)

    Accessories for the M3905 Analog Terminal Adapter (ATA) The ATA allows you to connect an analog device such as a modem or FAX machine to your telephone. 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.

  • Page 99: Feature Key Chart

    Feature Key chart Feature Key chart The following chart indicates which type of feature key can be used for features, or whether features can be accessed with a Feature Access Code (FAC). Feature Name Context Programmable Feature Fixed Sensitive Access Soft Key Code Activity Code (LOB)
  • Page 100 Feature Key chart Feature Name Context Programmable Feature Fixed Sensitive Access Soft Key Code Call Page Call Park Call Pickup Call Pickup, Directed Call Transfer Call Waiting Callers Calling Name/Number Delivery Blocking (CNNB) Charge a Call (Account Code) Conference 6-party Controlled Interflow Customer Originated Trace (COT)
  • Page 101 Feature Key chart Feature Name Context Programmable Feature Fixed Sensitive Access Soft Key Code Inspect Last Number Redial Make Set Busy Malicious Call Hold Message Waiting Message Waiting Light Multistage Queue Status Key/Lamp (MSQS) Night Service Not Ready Observe Agent Options Feature List Personal Directory Preset Conference...
  • Page 102 Feature Key chart Feature Name Context Programmable Feature Fixed Sensitive Access Soft Key Code Supervisor Observe System Speed Call Controller System Speed Call User Walkaway...

  • Page 103: Meridian Sl-100 Feature Access Codes (Fac)

    Meridian SL-100 Feature Access Codes (FAC) Meridian SL-100 Feature Access Codes (FAC) Note: Contact your system administrator to obtain the FAC codes for each feature that is available on your system. Anonymous Caller Rejection Direct Call Park (DCPK) (ACRJ) Automatic Call Back (ACB) Directed Call Pick-up (DCPU) Automatic Recall (AR) Last Number Redial...
  • Page 104 Index Call Center Features Call Forcing Access the Personal Directory Call Forward Accessories Call Forward, Internal Accessory Connection Module Call Forward, Remote Activation ACD Features Call Join 19, 35 Activity Code Key Call Log 18, 44 Agent Key access Agent Login Call Log options Agent Login Enhancement Call Park...
  • Page 105 Index Directory Group Intercom Call Password protection Directory Number 80, 86 Directory/Log Key Handset 32, 97 Display Agent Status Headset 18, 32 display diagnostics Headset Key Display Feature Headset port external alerter 37, 44 Display Queue Headset port on call Display Queue Status Headset type, setting Display Queue Threshold...
  • Page 106 Index 15, 23 Programmable Line (DN)/ Options Key Feature Key Options List Quit Key Select Key Paging Paging Tone Language selection Password Last Number Redial Directory 80, 86, 93 LCD Indicator Personal Directory Line (DN) Key Add an entry Live dial pad Card View Login Delete directory...
  • Page 107 Index Access Return from Walkaway Transfer a call Ring Again Transfer to InCalls Key Ring type Ringback/ring tone Use Blind Transfer Recall Screen contrast Select Key Volume Control Bar Selective Call Forward Volume, adjust Shared Directory Numbers 25, 87 Special characters, entering Special Dial Tone Waiting Calls Key Speed Call, System...
  • Page 108 Index...

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