Nortel M3905 User Manual
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Nortel M3905 User Manual

Nortel M3905 User Manual

Meridian digital telephones call center
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Meridian Digital
Telephones
M3905 Call Center
User Guide
Enterprise Voice Solutions Customer Documentation

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

  • Page 3: Table Of Contents

    Contents Introduction to the M3905 Call Center telephone M3905 Call Center telephone ..............1 M3905 Call Center telephone keys ............2 Your Telephone’s Controls Fixed and programmable telephone keys ..........3 Fixed Automatic Call Distribution (ACD) Feature Keys ....... 5...
  • Page 4 Contents Call Center Agent/Supervisor Features Headset interface ................. 19 Agent login ..................19 Login with Agent ID and Multiple Queue Assignment (MQA) ....20 Correct errors during the login procedure ..........21 Default login ..................22 Agent logout ..................22 Call Center Agent features Use Activity Code .................
  • Page 5 Contents Make a call Use the Predial feature ................. 36 Auto Dial .................... 37 Ring Again ..................38 Redial last number called ..............38 Use Speed Call ..................39 Make a System Speed Call ..............40 Use Hot Line ..................40 Make an Intercom call ................
  • Page 6 Contents Talk with more than one person Set up a Conference call ............... 57 Join a call .................... 58 Selectable Conferee Display and Disconnect .......... 59 Use Group Call ..................60 Additional Call Features Use the buzz signal ................62 Call Page to make an announcement .............
  • Page 7 Search for an entry ................86 Copy a number from the Redial List ............86 Set-to-Set Messaging Corporate Directory Accessories for the M3905 Call Center telephone Accessory Connection Module (ACM) ........... 94 Additional Key Caps ................94 Analog Terminal Adapter (ATA) ............94 Computer Telephony Integration Adapter (CTIA) ........
  • Page 8 Contents Draft 0.01...

  • Page 9: 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 10: 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 11: Your Telephone's Controls

    Your Telephone’s Controls Your Telephone’s Controls Fixed and programmable telephone keys Use the to control the Volume Control Bar volume of the handset, headset, speaker, ringer, and handsfree. Increase the volume by pressing the right side of the bar. Lower it by pressing the left side.
  • Page 12 Context Sensitive Soft Keys. Keys are configured Context Sensitive Soft Example: for various features on the M3905 Call Center telephone. The Soft Keys are located below the display area. These keys have an LCD label above them that changes based on available features or the active application.

  • Page 13: Fixed Automatic Call Distribution (Acd) Feature Keys

    Your Telephone’s Controls Fixed Automatic Call Distribution (ACD) Feature Keys The fixed feature keys on your M3905 Call Center telephone are labeled at the factory. The default feature keys are: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, and In-Calls. The Headset and In-Calls keys can not be reconfigured.
  • Page 14 Your Telephone’s Controls Press the Not Ready Key to put the agent Not Ready position in a Not Ready state. The Not Ready state takes the agent out of the ACD queue without logging the agent out. The Not Ready state allows the agent to perform and record post call processing duties connected to ACD calls.

  • Page 15: Terms You Should Know

    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 your Primary (ACD) DN Key.

  • Page 16: Directory Numbers

    Switchhook — The switchhook is the button the optional handset presses down, disconnecting your call, when you replace the handset. When you lift the handset on the M3905 you must press an Individual Line (DN) Key to receive dial tone. Directory Numbers...

  • Page 17: Your Telephone's Display

    Your telephone’s display Your telephone’s display This section summarizes the display features of the M3905. An example of an idle display is shown in the following figure. M3905 Call Center telephone display The upper portion of the display on the M3905 gives line and feature status information, the lower display area is a two line feature information display.

  • Page 18: 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 19: Select A Language

    Options List Select a language The display is available in multiple languages. After you select from menu, Options List 1. Use the Navigation Keys to highlight the desired language (e.g., German). 2. Press the Key. Select Press the Key to save changes. Press the Key or Key to exit.
  • Page 20 Key to exit. Done Quit Options Note: For a detailed example of using the dial pad to enter text into your M3905 Call Center telephone, please see “Add a Personal Directory entry” on page 79. To restore key label(s): 1. From the...

  • Page 21: 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; 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 22: 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 Options List menu; 1. Use the Navigation Keys to scroll through the list of ring types. 2.

  • Page 23: 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 from the Options List menu; From the Live dialpad screen, press Key to turn on Live dial pad, or press the Key to turn off Live dial pad.

  • Page 24: Enable Call Timer

    Options List Enable 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 screen, press the Call timer Key to turn on the Call timer, or press the Key to turn off the Call timer.

  • Page 25: Headset Type Selection

    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 information please contact your Nortel Networks distributor.

  • Page 26: Activate Headset Port External Alerter

    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. After you select from the Options List menu;...

  • Page 27: Call Center Agent/Supervisor Features

    If you want to return to headset mode press the Headset Key. The headset LED will light steadily, and all calls will be presented to the headset. 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 28: 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 29: 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 30: 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 31: 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 32: Call Forcing

    Call Center Agent features To end an ACD call: Press the Key. Goodbye Goodbye Press the In-Calls Key. In - Calls Replace the Handset to terminate a call. Press an Key (non-ACD). Individual Line This will remove you from the queue. Press the Key.

  • Page 33: Use The Emergency Key

    Call Center Agent features Use the Emergency Key When you have an emergency situation: Press the Key. The indicator Emergency Emergency flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference.

  • Page 34: Answer Or Make Non-Acd Calls

    Call Center Agent features Answer or make non-ACD calls An Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If you do not have an active call when the LCD indicator flashes, you can press the corresponding Individual DN Key and answer the call. To make a non-ACD call: 1.

  • Page 35: Use Walkaway And Return From Walkaway

    Call Center Agent features To return to the ACD call: Press the Key. In-Calls In - Calls To Conference your Supervisor during a call in progress: 1. Press the Key. The caller is Supervisor Supervisor on hold and you can talk privately with your supervisor.
  • Page 36 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.

  • Page 37: 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 38: 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 39: Observe Agent

    Call Center Supervisor features To mute the Supervisor headset: Press the Key a Supervisor Observe second time and the to put the supervisor headset on mute. The LED turns off. Observe Agent To observe an agent: 1. Press the Observe Agent Key.

  • Page 40: Night Service

    Call Center Supervisor features To stop Interflow: Press the Interflow Key again. Night Service To enter Night Service: dial fl Press the Night Key and (6=N for Night). The indicator lights continuously. All calls in the queue and new calls receive Night Service.

  • Page 41: Viewing Queue Status

    Viewing queue status Viewing queue status The 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 42: Display Queue

    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.

  • Page 43: Display Agent Status

    Viewing queue status Display agent status 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 Key. Display Agent DisplayAgt The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone.

  • Page 44: 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 45: Auto Dial

    Make a call Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string. 2. Press an (DN) Key to Individual Line 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 46: Ring Again

    Make a call 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 47: Use Speed Call

    Make a call 2. Press the Individual Line (DN) Key again. The last number you dialed is automatically redialed. Use Speed Call The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. Contact your network administrator to determine the capacity of your Speed Call list.

  • Page 48: Make A System Speed Call

    Make a call To make a Speed Call: 1. Press an (DN) Key. Individual Line 2. Press the Speed Call Controller Key or Key. Speed Call User The screen displays Dial the Speed Call code assigned to the telephone number. The number is automatically dialed.

  • Page 49: Make An Intercom Call

    Make a call To use Hot Line: Press the Key. Hot Line The Hot Line Key automatically dials the number. Note: If your main DN is a Hot Line, lift the handset. The Hot Line dials the number automatically. Make an Intercom call The Intercom feature connects a group of people together through an Intercom Key.

  • Page 50: Answer A Call

    Answer a call 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 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 51: While On An Active Call

    While on an active call While on an active call This section describes features that you can use while on an active call on an Individual Line (DN). Place a call on Hold Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN).

  • Page 52: Use Timed Reminder Recall

    While on an active call 3. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Key to Connect complete the transfer. The two callers are connected and your telephone is ready to make or receive new calls.

  • Page 53: Use Attendant Recall

    While on an active call If the transferred call is not answered, your telephone rings: 1. Press the Individual Line (DN) beside the flashing LCD indicator. 2. Press the Key and repeat the Transfer transfer (to a different DN). Note: If you transfer a call to a person and they pick up the line while you are still on the line, press the Goodbye Key to complete the transfer.
  • Page 54 While on an active call 2. Press the Key. The call parks on the System Park DN. To park a call on a DN other than the System Park DN: 1. Press the Park Key. The screen displays (Where represents the default System Park DN).

  • Page 55: Calling Party Number/Charge Account

    While on an active call Calling Party Number/Charge Account The Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an established call. To record the calling party number or charge account number: 1.

  • Page 56: Display Incoming Calls

    While on an active call Display incoming calls The Display Key allows you to be on an active call and display an incoming caller’s name and/or number, if not automatically displayed, without interfering with the call in progress. To view the name of a second caller while on a call in progress: 1.

  • Page 57: Incoming Calls

    Incoming calls Incoming calls This section describes features that you can use with incoming calls to an Individual Line (DN). Activate Automatic Answerback When Automatic Answerback is active, your set automatically answers in handsfree mode after one ring. Note: When Automatic Answerback is active, calls do not forward to your voice message service.

  • Page 58: Activate Call Pickup

    Incoming calls Activate Call Pickup Call Pickup allows you to pick up a non-ACD call from any telephone in the same Pickup Group or another Pickup Group. To answer a call in your own Call Pickup Group: 1. Press an (DN) Key.

  • Page 59: Use Call Waiting

    Incoming calls Use Call Waiting Call Waiting puts your current non-ACD call on hold, while you answer an incoming call. Example: The attendant routes an outside call to you while you are on an existing call. Call Waiting allows you to recognize the call and respond to it.

  • Page 60: While You Are Away From Your Desk

    While you are away from your desk While you are away from your desk This section describes features that you may wish to use when you are away from your desk. Forward calls The Call Forward feature allows you to direct your calls to ring at another Line (DN).

  • Page 61: Forward Internal Calls Only

    While you are away from your desk To cancel Call Forward: 1. Press the Key. Check Forward 2. Press the Cancel Forward Key. Forward internal calls only Internal Call Forward allows only calls originating at internal DNs to ring at another DN.

  • Page 62: Use Remote Call Forward

    While you are away from your desk Use Remote Call Forward The Remote Call Forward feature allows you (from any telephone other than your own) to forward calls directed to your Individual Line (DN) to another telephone. To activate Remote Call Forward: 1.
  • Page 63 While you are away from your desk 2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait for dial tone. the Remote Call Forward Dial Deactivate FFC. Dial your Station Control Password. your Individual Line (DN).

  • Page 64: Secure Your Telephone

    Secure your telephone Secure your telephone You can lock your telephone with a password so that no one can make calls on your Individual Line (DN). To lock your telephone: 1. Press an Individual Line (DN) Key. Dial the Electronic Lock Activate FFC and your Station Control Password.

  • Page 65: Talk With More Than One Person

    Talk with more than one person Talk with more than one person This chapter describes features which allow you to talk with more than one person at the same time. 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.

  • Page 66: Join A Call

    Talk with more than one person Join a call The Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call. In order to use Call Join, your telephone must be configured with either a second line (DN) or a Call Waiting Key.

  • Page 67: Selectable Conferee Display And Disconnect

    Talk with more than one person Selectable Conferee Display and Disconnect You can view the list of active conferees by using the Conferee Selectable Display Key and disconnect any party that has been added to the conference call. To view active conferees: 1.

  • Page 68: Use Group Call

    Talk with more than one person Use Group Call Group Call automatically calls members of a predefined group, one at a time, until they have all answered. Ask your network administrator for details on how to create a conference call group. To call group members: 1.
  • Page 69 Talk with more than one person To answer a Group Call: Press the Individual Line (DN) Key beside the flashing LCD indicator. Note 1: If you are on a call and you receive three 10-second tones, this is the notification of a group call on your current extension.

  • Page 70: Additional Call Features

    Additional Call Features Additional Call Features Use the buzz signal Buzz allows one person, whose telephone is linked to another telephone, to signal the other telephone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visitor, or a request. To buzz the telephone linked to yours: Press the...

  • Page 71: Charge Or Force Charge A Call

    Additional Call Features Charge or Force Charge a call Call Charge allows you to charge a call to a specific account. Forced Charge Account allows you to charge long-distance calls from a telephone restricted to local calls. To charge or force charge a local or a long-distance call to an account before you dial: 1.
  • Page 72 Additional Call Features 4. Press the Key. You return to your call. To charge a call to an account when you transfer a call: 1. Press the Transfer Key. The call is placed on hold. 2. Press the Key. Account Dial charge account number.

  • Page 73: Enhanced Override Feature

    Additional Call Features 5. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Key to Connect complete the conference. Enhanced Override Feature Enhanced Override allows you to override an active call after you have attempted a Forced Camp-on.

  • Page 74: Forced Camp-On

    Additional Call Features Forced Camp-on Forced Camp-on allows your telephone to automatically ring another telephone as soon as that telephone disconnects from its current call. Forced Camp-on allows you to camp-on both internal and external calls. To use Forced Camp-on: Dial a telephone number and receive a busy signal.

  • Page 75: Override Feature

    Additional Call Features Override Feature You can Override a busy signal and interrupt another call. To override a busy/engaged signal: Dial a telephone number and receive a busy signal. 2. Press the Key, or enter the Override Override FFC. The people on the call in progress receive a tone for approximately one second;...

  • Page 76: Radio Paging

    Additional Call Features Radio Paging Some telephone systems can have an on-site Radio Paging system. This system feature allows you to page a person and stay on the line until they answer. The paged person answers the call when they enter a special Paging “Meet - me” code from any telephone.
  • Page 77 Additional Call Features Note 1: The person you have paged can proceed to any telephone, enter their Radio Paging Answer code plus their own DN. This action connects you and the person paged. Note 2: You receive a fifteen second, high pitched tone, then silence if the party paged does not answer the call within a preset time period.

  • Page 78: Voice Call

    Additional Call Features Voice Call The Voice Call feature allows you to page another person or make an announcement through someone else’s telephone speaker. To make a voice call: 1. Press an Individual Line (DN) Key. 2. Press the Voice Call Key.
  • Page 79 Additional Call Features 6. Press the Stop Key to pause playback of the message. Press Play to resume playback Press the Key to go to the previous Last message. Press Play to playback the message or Press Last again to move to previous messages.

  • Page 80: 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 Directory/Log: 1.

  • Page 81: Directory Password Protection

    Directory password protection You can password protect your Personal Directory, Callers List, and Redial list on the M3905. If password protection is activated, you will be asked to enter your password each time you press the Directory/Log Key. To enable password protection: 1.
  • Page 82 Directory display and navigation 7. Press the Enter Key. the password again to confirm Dial your password. 9. 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: 1.
  • Page 83 Directory display and navigation 6. Press the Select Key again to select 7. Press the Key to disable password protection. 8. Press the Done Key to save changes. 9. Press the Quit Key or the Quit Directory/Log Key to exit.

  • Page 84: Call Log

    The newest call is stored at the bottom of the list. The M3905 Call Log list holds up to 100 entries for incoming and 20 entries for outgoing calls. The M3905 can copy a number from the Callers List or Redial List and store it in the Personal Directory.

  • Page 85: Access And Use The Redial List

    Directory/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 86 Call Log 2. Use the Navigation Keys to highlight 3. Press Select. To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key: Press the Redial Key. You are presented with the most recently dialed number. To make a call from the Redial List: 1.

  • Page 87: Use The Personal Directory

    “AddNew” Key or by using the Personal Directory PC 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.
  • Page 88 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 89: Add An Incoming Call

    Use the Personal Directory Add an incoming call 1. Press the Key. Copy Copy The displays shows the message 2. Press the Directory Key. 3. Press 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 90: Add An Outgoing Call

    Use the Personal Directory Add an outgoing call 1. After the person you called answers, Copy press the Key. Copy The displays shows 2. Press the Directory Key. 3. Add the name, using the dial pad, Delete, and Keys as needed. Case 4.

  • Page 91: Delete Or Edit A Personal Directory Entry

    Use the Personal Directory Delete or edit a Personal Directory entry To delete a Personal Directory entry: 1. Use the Navigation Keys to highlight the entry you want to edit or delete. 2. Press the Delete Key to delete the currently highlighted entry in your Personal Directory.

  • Page 92: Delete Your Personal Directory

    Use the Personal Directory Delete your Personal Directory To delete your Personal Directory: 1. Press the Delete List Key. The display shows 2. Press the Key if you want to delete all the entries in your Personal Directory, or press the Key if you want to return to the top of the Personal Directory with no changes...

  • Page 93: Use Card View

    Use the Personal Directory Use Card View The Card View feature provides additional information about the Personal Directory entry. To look at the Card View: 1. Use the Keys to highlight Navigation the desired name. 2. Press the right Navigation Key.

  • Page 94: Search For An Entry

    Use the Personal Directory Search for an entry You can search for a particular entry in your Personal Directory. To search for an entry: 1. Use the Keys to highlight Navigation 2. You may press the Key or Select proceed directly to step 3. 3.
  • Page 95 Use the Personal Directory 4. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note for step 5), and go to step 6. Press Clear to make changes to the name before saving. Add the name using the pad, Delete, and dial...

  • Page 96: 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 97 Set-to-Set Messaging 2. From the Edit Mode screen, use the dial pad to enter a text message. Press Key to delete a character. Delete Press the Case Key to toggle between upper and lower case characters. Press the Key to exit the screen Cancel without saving changes.
  • Page 98 Set-to-Set Messaging 3. From the Edit Mode screen, use the dial pad to customize the message. Press the Key to delete a Delete character. Press the Case Key to toggle between upper and lower case characters. Press the Key to Cancel exit the screen without saving changes.

  • Page 99: 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 Quit Key or the Applications Quit Key to exit the...
  • Page 100 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 Key is Done pressed, the application will highlight the first directory entry that matches the text that you entered.
  • Page 101 Corporate Directory To find another directory listing or to refine your current directory search: Press the Key to begin a new NewFind search, or press the Resume Key to enter additional characters so that you may narrow your search. To exit the Corporate Directory application: Press the Key or the...

  • Page 102: Accessories For The M3905 Call Center Telephone

    M3905. The Display-based Expansion Module has eight keys on three different layers for a total of 24 additional line (DN) or feature keys. The three layers are accessed through the use of a “page” key. The M3905 will support one Display-based Expansion Module.

  • Page 103: Handset

    Personal Directory on the M3905. You can enter names and numbers into a directory file on your PC, and download the file directly from the PC to the M3905 through a serial port connection. You can also upload the Personal Directory from the M3905 to your PC so that you can modify the directory.

  • Page 104: Flexible Feature Codes (Ffcs)

    Flexible Feature Codes (FFCs) Flexible Feature Codes (FFCs) Call Detail Recording Make Set Busy Deactivate Charge Account Call Forward All Calls Malicious Call Trace Activate Call Forward All Calls Override Deactivate Call Forward All Calls Verify Radio Paging Internal Call Forward Radio Paging Access Activate Internal Call Forward...

  • Page 105: Index

    Index Call party information 7 Call Pickup 50 access the Personal Directory 79 Call Supervisor 26 Accessory Connection Module (ACM) call timer 16 Call Trace 48 ACD calls 23 call transfer 43 Activity code 23 Call Waiting 51 additional key caps 94 Callers List 76 agent ID 20 Calling Party Number 47...
  • Page 106 Index display diagnostics 18 Hold 43 Display Key 48 Hold Key 3 Display Queue 33 Hot Line 40 Display-based Expansion Module 94 In-Calls Key 5 DN 7 Indicator status 7 Done Key 4 Individual Line (DN) Key 48 Information display 7 Electronic Lock 56 Intercom 41 Emergency...
  • Page 107 Index live dial pad 15 search 86 Log out Personal Directory PC Utility 94 standard 20 pickup 50 position ID 29 Predial 36 M3904 preferred name match 15 display 9 Primary Directory Number (DN) key 8 Malicious Call Trace 48 Priority 20 Meridian 1 7 Privacy Release 67...
  • Page 108 Index Speed Call 39 Speed Call Controller 39 Speed Call, System 40 Station Control Password 54 Supervisor 20 Supervisor ID 20 Switchhook 8 System Speed Call 40 time format 16 Timed Reminder Recall 44 trace 48 Transfer 43 Transfer to Supervisor 27 Vmsg 70 Voice Call 70 Voice Messaging control 70...
  • Page 109 While you are away from your desk: Call Forward...

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