Call Center Agent Features; Use Activity Code; Answer Call Center Calls - Nortel M3905 User Manual

Call Center Agent features

This section explains the features that are available to ACD agent positions.

Use Activity Code

This feature allows you to record the type of activity you are performing. On the
Meridian 1, use the
such as the number of specific types of calls and the holding times for these calls.
To capture activities:
/
Activity
/
Activity

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. To disconnect from an ACD call, press the Goodbye
Key or press the In-Calls Key a second time.
To enable you to make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs) to your
M3905 telephone.
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. You can terminate a
call by replacing the handset in the cradle.
Your phone rings and the In-Calls
indicator flashes:
/
In - Calls
Activity Key and activity codes.The Meridian 1 tracks items
Call Center Agent features
1. Press the
Activity
2. Dial the Activity Code that
corresponds to the activity being
performed.
3. Press the Activity
If performing multiple tasks, repeat these
steps.
Press the Key. The caller is
In-Calls
connected and the indicator lights
continuously.
Key.
Key again.
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