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Nortel Networks SL-100 manuel d'utilisation

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Les règles imposent au revendeur l'obligation de fournir à l'acheteur, avec des marchandises, le manuel d’utilisation Nortel Networks SL-100. Le manque du manuel d’utilisation ou les informations incorrectes fournies au consommateur sont à la base d'une plainte pour non-conformité du dispositif avec le contrat. Conformément à la loi, l’inclusion du manuel d’utilisation sous une forme autre que le papier est autorisée, ce qui est souvent utilisé récemment, en incluant la forme graphique ou électronique du manuel Nortel Networks SL-100 ou les vidéos d'instruction pour les utilisateurs. La condition est son caractère lisible et compréhensible.

Qu'est ce que le manuel d’utilisation?

Le mot vient du latin "Instructio", à savoir organiser. Ainsi, le manuel d’utilisation Nortel Networks SL-100 décrit les étapes de la procédure. Le but du manuel d’utilisation est d’instruire, de faciliter le démarrage, l'utilisation de l'équipement ou l'exécution des actions spécifiques. Le manuel d’utilisation est une collection d'informations sur l'objet/service, une indice.

Malheureusement, peu d'utilisateurs prennent le temps de lire le manuel d’utilisation, et un bon manuel permet non seulement d’apprendre à connaître un certain nombre de fonctionnalités supplémentaires du dispositif acheté, mais aussi éviter la majorité des défaillances.

Donc, ce qui devrait contenir le manuel parfait?

Tout d'abord, le manuel d’utilisation Nortel Networks SL-100 devrait contenir:
- informations sur les caractéristiques techniques du dispositif Nortel Networks SL-100
- nom du fabricant et année de fabrication Nortel Networks SL-100
- instructions d'utilisation, de réglage et d’entretien de l'équipement Nortel Networks SL-100
- signes de sécurité et attestations confirmant la conformité avec les normes pertinentes

Pourquoi nous ne lisons pas les manuels d’utilisation?

Habituellement, cela est dû au manque de temps et de certitude quant à la fonctionnalité spécifique de l'équipement acheté. Malheureusement, la connexion et le démarrage Nortel Networks SL-100 ne suffisent pas. Le manuel d’utilisation contient un certain nombre de lignes directrices concernant les fonctionnalités spécifiques, la sécurité, les méthodes d'entretien (même les moyens qui doivent être utilisés), les défauts possibles Nortel Networks SL-100 et les moyens de résoudre des problèmes communs lors de l'utilisation. Enfin, le manuel contient les coordonnées du service Nortel Networks en l'absence de l'efficacité des solutions proposées. Actuellement, les manuels d’utilisation sous la forme d'animations intéressantes et de vidéos pédagogiques qui sont meilleurs que la brochure, sont très populaires. Ce type de manuel permet à l'utilisateur de voir toute la vidéo d'instruction sans sauter les spécifications et les descriptions techniques compliquées Nortel Networks SL-100, comme c’est le cas pour la version papier.

Pourquoi lire le manuel d’utilisation?

Tout d'abord, il contient la réponse sur la structure, les possibilités du dispositif Nortel Networks SL-100, l'utilisation de divers accessoires et une gamme d'informations pour profiter pleinement de toutes les fonctionnalités et commodités.

Après un achat réussi de l’équipement/dispositif, prenez un moment pour vous familiariser avec toutes les parties du manuel d'utilisation Nortel Networks SL-100. À l'heure actuelle, ils sont soigneusement préparés et traduits pour qu'ils soient non seulement compréhensibles pour les utilisateurs, mais pour qu’ils remplissent leur fonction de base de l'information et d’aide.

Table des matières du manuel d’utilisation

  • Page 1

    Nor tel Knowledge Netw ork Enterpr ise V oice Solutions Customer Documentation Meridian Digital T elephones Meridian SL -100 M3905 Call Cen ter User Guide[...]

  • Page 2

    [...]

  • Page 3

    3 Table of c ontents Introduction to your M3905 Call Center T elephone 9 M39 05 Cal l Cen te r Teleph one 9 M3905 Cal l Cen te r Feat ures 10 Avail able ACD Feat ure s on the M3905 T ele pho ne 11 Terms you s hould know 13 Your te le phone’ s contr ols 15 Prog rammable Line/ Feature Keys (self- label ed) 15 Context Sensi tive Soft Keys (self-l ab[...]

  • Page 4

    4 Ta bl e of cont en ts Headse t type 30 Headse t port on c all 30 He ad s e t port ex te rn a l al er t er 3 1 Disp lay di ag nosti cs 3 1 Call Cent er he adset int erface 32 Fre eing your hands whi le o n t he jo b 3 2 Swit ching be tween the handse t and the he ads e t 32 Call Center agent/super visor featu res 33 Agent L ogin 33 Agent L ogin En[...]

  • Page 5

    5 Table of c ontents Obse rve Age nt 47 Disp lay Agent Sta tus 48 Dis pl ay Q u eu e St at us 49 Your te lephone non- ACD call featur e s 50 Make a Call 50 Pre dia l fea tu r e 51 Auto Dial 51 Red i al Las t N umb er Ca ll ed 5 2 Acti vate Rin g Again 52 Spe ed Ca ll 53 Sy st em S p ee d Cal l ( Net w o r k Sp ee d Cal l) 5 4 Inter com C all 55 Gro[...]

  • Page 6

    6 Ta bl e of cont en ts Incomi ng calls 67 An sw er Ca l l P ic k up 67 Call Waiti ng 68 Talk wit h more than one person 69 Se t up a con f er ence ca ll 69 Call Joi n 70 Pres et C onf er ence 7 0 Call features 71 Use P rivac y R el ease 71 Paging 71 Busy Override 72 Make a n Announc ement over th e Call P age 72 Use Stati on Camp-on 73 Class featu[...]

  • Page 7

    7 Table of c ontents Use the Personal Di rect ory 86 Acces s the Persona l Directory 86 Add a Personal Director y entry 8 6 Add a n inc oming c all 88 Ad d an ou t g oi n g ca l l 89 Dele te or e dit a P ersonal Directo ry entry 8 9 Dele te your P ersona l Dire ctory 90 Use th e Pers ona l Directory to make a call 91 Use Card Vie w 91 Se arch f o r[...]

  • Page 8

    8 Ta bl e of cont en ts[...]

  • Page 9

    9 Intr odu ctio n to your M3905 Call Cente r Teleph on e Intr odu cti on to y o ur M 39 05 C al l Ce nter T elephone Y our Cal l Center Me ridian Digit al T e le phone pro vi des easy a cc e ss to a wide range of bu siness fe atures . Y our telepho ne system administra tor assi gns fea t ures t o your feat ure ke ys a nd provi des you with passwor [...]

  • Page 10

    10 Introdu ct ion to you r M3905 Call Cent er Tele p h one M3905 Call Cente r F e atur es The M390 5 Cal l Ce nter fe a t ures: • eigh t P r ogra m mabl e Li ne /Featur e K eys (s elf -label ed) , gi ving th e user acc es s to eight L ine/Featu re Keys • f our Co ntex t Se ns it i ve S oft Ke ys ( se lf- lab el ed) , givi ng the u se r acc es s[...]

  • Page 11

    11 Intr odu ctio n to your M3905 Call Cente r Teleph on e A v ailable A CD Featur es on t he M3905 T elephone Common Agen t/Supervi sor F eat ures • Hea ds et • Non -A CD Ca ll K eys •H o l d • Pers ona l Di rector y •C a l l L o g •R e d i a l L i s t •O p t i o n s • Call P ark b y A C D Agen t • A CD Ca ll Tr a nsfer wit h T i [...]

  • Page 12

    12 Introdu ct ion to you r M3905 Call Cent er Tele p h one Ca ll F orc in g. Fle xible Ca ll Observing -Nodal. Dis play Q u eue and Th r esho ld. Obse rv e Agent f r om 250 0 se t. W alkaw a y and Return from Wa l k a w a y. Obse rve-Agent K ey . Agent Logi n and Login Enh ancem ents. Displ a y Que u e-Stat us Ke y . Mu lt is ta g e Q ue u e S ta t[...]

  • Page 13

    13 Terms you shou ld k n ow T erms you should know Agent Se t – A tele phone se t conf igure d to ef f ic ientl y answer in comin g calls that ha v e been directed to a group o f A C D te lephones vs . a s ingl e person or l ine. Attendant – The a tte ndant is a te lephone o perato r i n your orga nization . Ca ll pa r ty in form a tio n – Wh[...]

  • Page 14

    14 Terms you shou l d know Paging tone – A Pagi ng tone is two beeps fol lowed by a dia l tone. Y ou hear the spe ci al P aging tone when you are using the Radio P aging featur e. Primary Di recto r y Number ( P DN) – The Pri mar y Dire ctory Number is the main ex tension numbe r on your telep hone. It is referre d to by the Pri m ary Dire ct o[...]

  • Page 15

    15 Your te lephone’s contro ls Y our telephone’ s contr ols This s e ctio n des cr ibes the featur es on the M3905 A CD Meridi a n Digi ta l telephone . Pr ogr ammable Line/F e atur e K eys (se lf-labeled) In a ddition to secon dary ex tension number(s ), you can ha ve fe atures assi gned to t he Feat ure Keys on your te lephon e. An LCD indica[...]

  • Page 16

    16 Your te lephone’s contro ls Applic a tion s Key The Appli cations Ke y all ows y ou to a cces s se rver applic atio ns, su ch as Corp o r at e Direc tory , if av ailable on your syst e m. The Ind i vidua l DN K ey allo ws yo u to ma ke and recei v e non- AC D calls. Conte xt Sensitiv e S oft K eys ( self-labele d) The fou r ke ys locat ed in t[...]

  • Page 17

    17 Your te lephone’s contro ls Mute Key / When enga ge d in a call , you c an press the Mute Ke y . The party (ies) t o whom you are spe aking canno t hea r you. When yo u wish to retur n t o the t wo- way c on v ersati on, y ou must press the Mu t e Ke y ag ain. On the M3905 AC D , t h e Mute K ey ap pli es to hands et a nd head s et micr ophone[...]

  • Page 18

    18 Your te lephone’s contro ls Headset Key / Pres s th e He ads et Ke y to toggle bac k and forth be tween headset and ha ndset. It is com m on to b oth th e agen t a nd th e su p er v is or. The h ea ds e t ind i ca to r is li t w h en ac tive. Heads ets v ary in e lectr ical, phys ical an d audi o characteristi cs. Performance perc e pt ion is [...]

  • Page 19

    19 Your te lephone’s contro ls Em e rge n c y Key / Pres s th e Emerge ncy K ey to join th e su p er v is or in t o a ca ll wh e n jud g e d to be an em erge ncy sit u at io n . I t can al so be used to add a recordi ng de vic e a utom a tic ally . The Eme r genc y ke y is on the age nt s e t . Not Ready Ke y / Pres s th e Not Ready Ke y to put t[...]

  • Page 20

    20 Your te lephone’s contro ls Obs erv e A gent Key / Pres s th e O bs e rv e A g ent Ke y ( on the supe rvi sor A CD te lephone) to mo nit or the act ivi ty on th e agent’ s telep hone . Display Queue K ey / Pres s th e Display Q u eue Call s Ke y on the agen t’ s A CD telep hone to disp la y incoming ca ll s wa it in g in f o rm at io n . T[...]

  • Page 21

    21 Your te lephone’s contro ls Na vigat ion K eys Pres s th e Na vigatio n K e ys to mo ve up, do wn, right, and le ft th rough features , men us, a nd a pplicati on functio ns on t he dis play . Primary Dir ect ory Number The lo wer-r ight key of your pro gramm abl e keys is the A CD Primary Direct ory Number ( DN ) Ke y which is the same as the[...]

  • Page 22

    22 M3905 Call Ce nter Meridi an Digita l Teleph one M39 0 5 Ca ll Ce nter Merid ian Di git a l T eleph one Y our Cal l Center Me ridian Digit al T e le phone pro vi des easy a cc e ss to a wide range of busin e ss f e atu res . Y our tel e ph one sys te m adminis tr ator assigns fea tures to your feat ure k eys and pr ov ides you with pass wo rds a[...]

  • Page 23

    23 O ptions L ist Options List The Optio ns List a llo ws you to cust omize certa in ch a ra ct e ri s tics of your phone . Scree n prompts take yo u step-b y-step t h rough p rocedures a nd ke ep yo u informed on the sta tus of the follo wing set ti ngs: Language , Change feature ke y label, Screen cont rast, V olume a d jus tment, Ring ty pe, Cal[...]

  • Page 24

    24 O ptions L ist Select a language The di sp lay i s a v ailable in multi ple languag es. After you selec t Lan gua ge. . . from the Op tio ns List m enu; 1. Use the Na vi gation Ke ys to highl ight the desired l a nguage ( e.g., Ge rman). 2. Press t he Se le ct Key . Press the Done K e y to save cha nges. Pres s the Quit Key or Opti ons Key t o e[...]

  • Page 25

    25 O ptions L ist Note: Us e th e Case Key to ch ang e the c ase o f t he le tt er , a s n e ede d. Pr es s t he Up N a v- igati on Key to acc ess spe ci al char ac te rs you may want to in cl ude in the la bel . Use the Na vigation K eys to loc ate the cha rac ter you want to in clude. Pr ess the Select Ke y t o choos e the hig hlighte d cha racte[...]

  • Page 26

    26 O ptions L ist Adjust Sc reen contras t The Sc reen co n t r as t optio n allo ws you t o adjus t the c ontrast of th e displ ay on your tel ephone. A fter yo u sele ct Scr een contr ast from the Optio ns List menu; or From the Contrast scr een , p ress t he Lo wer K ey to decre as e the displ ay cont rast lev el, or pres s th e Hig her Key to i[...]

  • Page 27

    27 O ptions L ist Choose Ring typ e The Ring type op tion a llo ws you to choos e from a m ong the v arious r inging s ounds a v aila ble for your te lephone model. After you s ele ct R in g t yp e . . . from the Opt ion s Li st m enu; 1. Use th e Navi gation Ke ys to sc roll through the li st of r ing ty pes. 2. Pr es s t he Play K ey to sam ple a[...]

  • Page 28

    28 O ptions L ist Li ve dial pad The Live dial pad option a llo ws yo u to pres s an y dial pa d key to aut omat icall y acces s a dial tone . After you s e lec t Live d ial pad fr om the Opt i on s Li st menu; or From t he L i ve dial pad scr een, press t he On Ke y to turn on L iv e di al pad, or press the Off K e y to turn of f Liv e dia l pad. [...]

  • Page 29

    29 O ptions L ist Call timer The Ca ll ti m er en ab le opt ion meas ure s ho w lon g you a re on e ach call. After you sele ct Call timer en able from the Op tions List m enu; or From the Call timer screen, press the On Ke y t o turn on th e Call timer , or press the Off K ey t o turn of f the Ca ll tim e r . Press the Done K e y to save cha nges.[...]

  • Page 30

    30 O ptions L ist Heads e t ty pe The Headset ty p e o ption al lo ws you to sel ect one of the three dif f erent headset types: T ype 1, T ype 2, or Amplif ied. Selec t the setting that works bes t for the hea ds e t tha t you a re usi ng. F or more information, see“Ca ll Ce nter headset i nterf a ce” o n page 32). After you sel e ct Headset t[...]

  • Page 31

    31 O ptions L ist Headset p ort e xternal alert er When t he Hea d set p o rt ex t ern al ale rte r opti on is acti v at ed, it suppor ts a vis ual or audi ble alerte r an d/or rec orde r dev ice . Thi s de vice plugs into the He a dse t port , which is locate d on the bottom of the telepho ne . Aft e r yo u sele c t Head set por t ext ale rte r fr[...]

  • Page 32

    32 Call Ce nte r headset interface Call Cente r headset interface The M3905 i s c ompatibl e with most headset s. Fr eeing y our hand s while on the job The Hea dset Ke y cont rols a headset that is conne cted t o the he adset jack. T he Head set K ey i s a Fi xed Feature K ey on the lo wer l e ft of the phon e. The headset jack is on th e back of [...]

  • Page 33

    33 Call Center age nt/supervisor features Call Center agent/ s upervisor feature s This s ec tion descr ibes features and proce dure s for both the Cal l Ce nter agen t a nd th e supe rviso r . Agent Login / 1. Pr es s t he Mak e Bu s y Ke y until the indi - cat or turns on. / 2. Pr es s t he In- Ca l ls Key . 3. Dial your four -digit agent ID. Y o[...]

  • Page 34

    34 Call Center ag e nt/supervisor features If the pass word opti on is ass igne d: After you enter your fou r -dig it agent ID, you rec eive a s peci a l di al to ne. En ter you four -digit password. If your password is accept ed , you are l ogged in. If the sy s tem does not a c cept your pas s word, you will hear reord e r (fas t b usy) tone . Ag[...]

  • Page 35

    35 Agent features Agent fea tures Thi s se ct ion exp lai n s th e fe at ur es tha t are availab l e to A C D ag e nt p osi ti on s. Acti vit y Code Fix e d K ey to act iva te Lin e-of-B us ine s s code The Line-of-B usiness (LOB) code feature all o ws the A CD user to enter a three-di git code to r e cord the type of a cti vity the agent is per fo[...]

  • Page 36

    36 Agent features Note 1: If you have ACD call forcing t urned on, you he ar an audibl e t one and t he call is a ut omati call y sent to y our In- Calls Key. You do not pickup t he call, it is sent to y our lin e. Note 2: If you have the hand s et opt ion and you pickup the handset, you must also pr es s a DN key, oth erwi s e the handse t is not [...]

  • Page 37

    37 Agent features • you a cti v ate the No t Ready featu re Once acti v ated, the lamp status ref lects the queu e status as sho wn in T able 2. Note: T he MSQS feat ure c an be a ssi gned to a fix ed key wit h the opt ion al cap Dspl ay Queu e , or it ca n be ass ign ed to a pro gramm a ble li ne/featu re ke y with th e la bel Di s pla y Qu e . [...]

  • Page 38

    38 Agent features 2. Y o ur di s p l a y s how s in f o r m a t i o n s i m i la r to th e ex am p l e ab ove . Th e label s T1, T2, a nd T3, repr esen t the thr e sh old w ai t ti me f or t he ca ll a t th e front of the queue o r the num be r of call s in the queue. Th e number be low CALLQ ind icates the numbe r of calls i n the q ueue (in some [...]

  • Page 39

    39 Agent features po si tion. The in format ion inclu des the thresho ld le vel, the thre shold type (CALLQ or W AIT), a nd the curre nt v alue of the thre s hold. In so me sy stem s, this i nform ation is a lso dis played when the Not Ready fe ature is ac tive. T he i nf orm at ion i s upd a te d re gularly and is visibl e unt il t he Not Rea dy f[...]

  • Page 40

    40 Agent features T o m a ke t he s e t bu s y : / Pres s th e Mak e Bu sy K ey once. The ind i cato r lam p tu rn s on st ea dy a nd “S et Bu sy Acti v ated ” is dis played. T o m ake you r p ho ne ava i la bl e for inco ming s econdar y dire ctory nu mb er call s: / Pres s th e Mak e Bu sy K e y ag ain . The indic ator lamp is fla shing and t[...]

  • Page 41

    41 Agent features When y ou are r eady to tak e A CD call s agai n: / 2. Pr es s t he Not Ready Ke y agai n. Answer or Make Non-A CD Calls The indiv idual DN all ows t he use r (age nt) to make out going cal ls and to rec e i ve non-A CD incoming calls. If th e agen t does not h a v e an a cti v e call whe n t he Indi vi dual line flashe s, the age[...]

  • Page 42

    42 Agent features / 2. Pr ess t he S up ervi so r Key . T o call y our supe rvis or: / Pres s th e S uperv is or K ey . If you are on a cal l, this aut omatica lly puts the cal l in pr ogre s s on Hold. T o ret u rn to th e A C D ca l l: / Pres s th e In- Cal ls Key . T o Confer enc e a ca l l with y our Sup e rv is or , dur i ng a ca ll in pro g r[...]

  • Page 43

    43 Agent features Note: The non -immedi ate c utof f op tio n mus t be e nabled in the Meridia n SL-100 s ystem, so th at a n ac tive ca ll is no t ter m inat ed w h en the Not Re ady K e y is pre ssed. T o re turn from W alkawa y: 1. Connec t th e hea dset . / 2. Pr es s t he Not Ready K ey ne xt to t he flashi ng indicator . Note 1: If a c a ller[...]

  • Page 44

    44 Call Center supervisor f e at ures Cal l Ce nter s u p ervi s or feat ures Y ou can a ssi gn any featur e listed in the “ Agent featu r es” secti on to the superv is or’ s tel e pho ne (e xc ept Superv is or ke y), as well as the feature s descri bed in t his s e cti on. Agent K eys The Call Agent K ey s feat ure al lo ws you to connect to[...]

  • Page 45

    45 Call Center superv is or features Answer Emergen cy When y our pho ne rings ste adily f or 30 s econds a nd the Answer Emer gency i ndica t or f l ashe s: / 1. Pr es s t he Hol d Ke y if you int end to retur n to the cal l in pr og ress. / 2. Pr es s t he An swer E m erge ncy Key . T o disc onnect from the e mer gency cal l: / Pres s t h e Goo d[...]

  • Page 46

    46 Call Center supervisor f e at ures LED remains da rk to denot e that the super visor can hear the con v er sation whil e the micr opho ne for the superv is or’ s headse t is mut e d . T o use the S upe rvisor Obs e rve f ea ture, the s uperviso r pl ugs the he ads e t in to the agent tel ephone. T o u se th e Su p e rv iso r Ob s er ve feat ur[...]

  • Page 47

    47 Call Center superv is or features Servic e, or a re handl ed in a wa y designe d for your s ystem. Ex it Ni ght S er vice: Pres s th e Ni gh t S erv ic e Key a s ec o nd ti m e . The in dic ator goes of f. New call s e nte r the queue . Observe Agent T o obser v e an agent : / 1. Pr es s t he O b se rve Ag en t Ke y . Th e Obs e rv e A g en t in[...]

  • Page 48

    48 Call Center supervisor f e at ures Display Agent Status The Disp lay Agent fe atu re gi ves you a su m mary of the curr ent s t atu s of all ag ent posi tions f or which yo u ha ve Age nt K eys information displaye d. 1. Pr ess t he Display Agent Key . T he d i s - play shows a summary of the curre nt sta tu s of a ll age nt positi ons in the A [...]

  • Page 49

    49 Call Center superv is or features Display Queue Status The Displ ay Queue Status featu re allo ws you to a ccess the sta tus of ca lls in an A C D Queue . Inform ation di splayed i ncludes: nu mber of c alls w a i ti ng in the queue , number of agen ts ’ positi ons occupi ed for th at queue , a nd the call wai ting time (seconds ) for the olde[...]

  • Page 50

    50 Your telephone non-ACD call features Y our telephone non-A CD call features This s e ctio n descr ibes some non-A CD featur es com m only use d for cal l pr ocessing. Y our t e lephone system adminis trator a ssigns featur es to your pr ogra m mable fe a ture k eys. Whene ve r this guid e describes a procedure that requi res s p ec ial codes, as[...]

  • Page 51

    51 Make a Call Pr edial fea tur e The Pred ial fe a ture al lo ws you to e nter and pre vie w a num ber of up to 3 1 digits and make c orre ct i ons befo re you dial the number . T o us e Pr edial : 1. Dial the numb er . Note 1: If you are calli ng an e xtern al or lon g dis tance num ber, be sure that th e appropri ate acce ss co d es ar e inc l u[...]

  • Page 52

    52 Ma ke a Ca ll Au t o D i a l Key . 3. Pr ess t he Au t o D i a l Key a s e c o nd tim e. T he num be r is stor e d on the key you s elect e d. Note: U se the Ch an ge fe ature ke y lab el op tio n (Op tion Ke y) to per sonal iz e the Au to D ia l la be l. Redial Las t Number Called Last Number Re dial a llo ws you t o aut omatica lly redi al th [...]

  • Page 53

    53 Make a Call 2. Pr es s t he Ring C all Key . T o c ance l Ri n g Agai n bef or e no tifi cati on Press the Ca n cel Ri n g A g ain Ke y . The scree n displays RING A GAIN IS CANCELLED. Speed Call Spe ed Ca ll all ows you to aut om ati cally dia l frequ ently call e d tele phone number s by ente ring a one - or two -digit cod e. Contac t your sys[...]

  • Page 54

    54 Ma ke a Ca ll Note 1: Di al t he ac ces s co de (i f r equir ed) fo llowed by the i nterna l, e xterna l, o r long-di stance t elephone number. Note 2: Press the Pause key to insert a 1.5-s e cond pause in the dia li ng string. 4. Pr ess t he Done Key t o s ave th e code and num be r . T o make a Speed Cal l: 1. Lift t he ha ndset. or 2. Pr ess [...]

  • Page 55

    55 Make a Call Int ercom Cal l The Group Inter com feature connec ts a g roup of people through a Gp in terco m K e y . Y ou c an us e the G roup Inte rcom feature to cal l a memb er of your in tercom gr oup by press ing a o ne-, two-, three -, or four- digit code (depend ing on the size of your gr oup). Y our telephone can be a member of se ver a [...]

  • Page 56

    56 Ma ke a Ca ll T o make a Gr oup Inte r com Al l C a l l confe ren ce: 1. Pr ess t he G pi nt ercom Ke y . 2. Pr ess t he O ctothorpe (#) Key to ac tiv ate th e Gr ou p I nt er c om Al l Call fea ture. Y ou hear rin g ing . Note: Membe r s ca n en te r or l eave t he confe rence, or you can page the mem- bers. 3. T o page members who ha ve not an[...]

  • Page 57

    57 Answer a Call Aft e r a two- sec ond dela y , a n auto matic conne c t ion is ma de , a n d the ot he r party c an he ar t he me ssage ov er the spe aker . Individual Page from Group Intercom The Ind i vidual P a ge from Group Intercom feat ure a llo ws a Group Intercom me mber to page anot he r gro up member us ing the Handsfree speak er . T o [...]

  • Page 58

    58 While you are away from your des k While y ou are awa y from y our desk Call F orward On an A CD set, Call Fo rward can only be used on your Indi vidual DN. It cann ot be used in conjunc tion with your A C D DN. Call For ward all o ws you to trans fe r your Indi vidual DN calls to ring at another DN. If the tele phone is in the proc es s of ring[...]

  • Page 59

    59 While you ar e away from your des k T o ca nc el C all Fo rwa r d: 1. Pr es s t he Ch eck F or ward Key . 2. Pr es s t he Cancel Forward Key . F orward an Inter n al Call ( Call F orward Busy/Don’t Answer Split) The Ca ll F orwa rd Busy/D on’ t Answer Spli t feature al lo ws you to : • Forw ard an incom ing call tha t origin ated int ernal[...]

  • Page 60

    60 While you are away from your des k T o ca nc el C all Fo rwa r d Busy/ Don’t Answer Spl it : Di al the ap p ropr iat e F A C agai n. Y ou rece i ve a conf irmat ion to ne. Call F orward – Remote Activ ation On an A CD set, the Remote Call Forward feature w orks o nly wit h your Indi vidua l DN. Re mot e Ca ll F orward al lows you (from an y [...]

  • Page 61

    61 While on an acti ve call While on an ac tive cal l Place a call on Hold Use th e Hold fe at ure when you are on the line wit h one party on your se cond ary or Indi vi dual DN, and a sec ond c all comes in on a sec ond line. Y ou can a ns w er the se con d cal l and reta in th e origina l non-A CD c all by putt ing it on Hol d. T o place a cal l[...]

  • Page 62

    62 While on an ac tive call 2. Dial t he DN number where y ou ar e trans ferr i n g the ca ll. 3. Pr ess t he Swa p Key t o move betwe en talking with the origi nal call er an d the new cal le r . or or Pres s th e Connect Key to com plete the transf er . The tw o c alle rs are connect ed and your te lephone is r ea dy to make or re c ei ve ne w ca[...]

  • Page 63

    63 While on an acti ve call If th e tra n sf err ed call is n o t answer ed, y our t e lepho ne rings : 1. Press a DN K ey . Y ou c onnect back to t h e o r i gina l ca ller . 2. Press th e Tr a n s f e r K ey a nd repea t the transf e r (to a diff e rent DN), if desi red. Note: Che ck with your syste m adminis tra- tor abou t the length of your re[...]

  • Page 64

    64 While on an ac tive call T o Park a call using th e F A C: 1. Pr ess t he Tr a n s f e r Ke y. 2. Di al t h e Ca ll P ar k F A C If you do not wan t the cal l par ked on your o wn D N, dia l a DN where you wa n t to pa r k the cal l. T o ret ri eve a p ark ed call 1. Press a DN Ke y. or 2. Dial the Ca ll Park F A C or press the D irect Park Key [...]

  • Page 65

    65 While on an acti ve call Char ge a Call or Charge a F orced Call Char ge a Ca ll or Ch arge a For ce d Ca ll allo ws y ou t o ente r a bil ling nu m ber for char ge-back purposes. The a c count code can be fr om 2 to 14 digits . Y ou m a y be p rompted t o enter a n a ccount c ode, or y ou may v oluntari ly enter a n ac c o unt cod e w h en an i[...]

  • Page 66

    66 While on an ac tive call T o view the name of a sec ond ca ll er whil e on a call in prog res s: Whi le on a c all, you he ar the ca ll w aitin g tone . 1. Pr ess t he Ins pec t Key . 2. Pr ess t he f las hi ng DN Ke y. T h e cal l wa iting inf orm ati on a pp ea r s on t he displ ay . Note 1: The displa y inform ation o n the inco m ing cal l d[...]

  • Page 67

    67 I nco m ing ca l ls In co mi n g ca ll s Answer Call P ickup Call Picku p allo ws y ou to pick up a ca ll from any tele phone in the sa m e Pi ckup Group o r anot he r Pic kup Group . T o a ns w e r a ca ll in you r own C al l Pick up Gr oup: 1. Pr es s t he DN key . 2. Pr es s t he P ickup Key . T o an swer a call at a speci f ic exte nsion wit[...]

  • Page 68

    68 In co m in g ca ll s Call W aiting Call W a it ing let s you put you r cu rrent call on Hold, whil e you answe r the ne xt call. F or example : The at te ndant route s an ou tside c all to you whe n you are a lready on a cal l. Call W aiti ng all ows you to re cognize an incom ing cal l and re s pond to it . T o a ns w e r an in co mi n g ca ll [...]

  • Page 69

    69 Talk with m ore than one per son T alk wi th mor e than on e p erson Se t u p a co n fer en ce ca ll Y ou can set up a confe re nce cal l for up to s ix people (thi s in c ludes yours elf). Conta ct your system admini strator to fi nd out the maximum numbe r of peop le you can jo in in a confer ence on your s ystem. On the M3905 Call Center T e [...]

  • Page 70

    70 Talk with m ore than one pe rson Call J oin T o connect a ca ll on Hold ( on a diff er ent lin e) t o y our cur ren t cal l: 1. Pr ess t he Conf er ence Key . 2. P r ess th e key th a t ha s th e ca ll e r t h at y o u w an t to con nect to you r curre nt call . 3. Pr ess t he Conn ect Key . The pers on on H old joi ns your con v ersati on. Pr e[...]

  • Page 71

    71 Call fe at u re s Call featur es Call fea tures are acces s ible on Fixed K ey s , Pr ogra m mabl e Li ne /Featur e K e ys and Pr ogra m mable Fea tu re Ke ys . Use Priv ac y Release Pri v ac y Releas e allo ws one or more peopl e who share your non -A C D DN to jo in your ca ll. T o use Priv acy Rel ease in an est ablished st ate: 1. Pr es s t [...]

  • Page 72

    72 Call fe atures Busy Ov erride The Busy Ov e rride feature all ows y ou to gain ac cess to a bu s y sta tion by pr es s ing the ExeBus yO vd Key . T o ac tiva te Bus y Ov erri de af te r rece ivi n g a bu sy ton e : 1. Pr ess t he ExeBusy O vd Key. Note 1: If Busy Overrid e is val id for the statio n bei ng ca lled, yo u hea r silenc e. Note 2: I[...]

  • Page 73

    73 Call fe at u re s The tele phones dis co nnect and must re-ac ce ss the page acce s s co de. Con nect to Ca ll Page fea ture : 1. Press an Individual DN key . 2. Di al the pag e acce ss co de. The c onne ction to the pag e sys tem is com plete. Disc onnect the Cal l Page feat ure: / Pres s t h e Goo dbye Ke y . Use Station C amp-o n This featu r[...]

  • Page 74

    74 Class f eatures on IVD sets Class feature s on IVD sets Anonymous Caller R ejection (A CRJ) This fea ture allo ws you to reje ct incomi ng calls on your ind ivi dual DN for which c a llin g nam e/ num b er inf ormation has be en int entio nal ly blocked. Only ca lls i n wh ich t he i n form at io n i s b lo cke d ar e rej e cted . This f eatu re[...]

  • Page 75

    75 Cla ss feat ures on IVD sets T o a ct iva te or tu rn ON Autom a tic Ca llb a c k af te r you have d ia l ed a tel ephone numbe r: / 1. Pr es s th e Goo dby e Key to dis c onnect t h e ca ll . 2. Press your Individual DN Ke y . 3. Dial the F A C digits for fea ture ac tiv a ti o n. 4. Foll ow the ins tructions pro vided by the an nouncement. / 5[...]

  • Page 76

    76 Class f eatures on IVD sets T o a ct iva te or tu rn ON Autom a tic Recall: 1. Press your Individual DN Ke y . 2. Dial the F A C digits for fea ture ac tiv a ti o n. 3. An announcemen t m ay pro vide addi tional i nstructi ons or announ ce the number of the la st inco m ing cal l, and provide you wi th a choi c e of whet her to cont inue the rec[...]

  • Page 77

    77 Cla ss feat ures on IVD sets w are and ne twork connec ti ons. Check with your syste m admini s trat or for av ailabil - ity of the fea ture and the F A C. T o ac tiv ate or t urn ON Custo mer Ori gi nated T race aft er re cei ving a haras sing or prank t elephone cal l: / 1. Pr es s th e Goo dby e Key to dis c onnect t h e ca ll . 2. Press your[...]

  • Page 78

    78 Class f eatures on IVD sets 2. Dial the F A C digits for fea tur e ac tiv a ti o n. 3. Listen for the conf irmati on tone or announ cement, f ollo wed by dial tone. 4. Plac e the teleph one call. Selecti ve Call F orward (SCF ) This fea ture allo ws you to selecti v ely p r ogra m a list of up to 31 DNs from which c alls on your Indi vi dual DN [...]

  • Page 79

    79 Direc tory d ispl ay and navi gation Director y display an d navigation W ith the M3905’ s dis pl ay , you c an vie w two li nes of informati on. The fi gure belo w sho ws the stat us once you log int o the direc to ry . Access y our Call ers Lis t, Redial List , or Personal Dir ectory T o acce ss t he M3905 Dir/ Log: 1. Pr es s t he D irec t [...]

  • Page 80

    80 Direc tory d ispl ay and n avigation T o ac cess the M3905 Call ers Li st or Redia l List us ing a Context Se nsitiv e Soft Key or a Prog rammable F eat ure Key : or Press t he Callers Key to ac ce ss the Calle rs List, or press the Redial Key to acce ss th e R ed i al List . T o ex i t th e D ir /L o g : or Pres s th e Qu it Ke y o r th e Dire [...]

  • Page 81

    81 Direc tory d ispl ay and navi gation 7. Pr es s t he Enter Key . 8. Dial the pass wo rd again to conf i rm your pas sword. 9. Pr es s t he Enter Key . 10. Press the Done Key t o save c ha n ge s . or 11. Press the Quit Key o r th e Dir ectory/L og Key t o ex it . T o d is ab l e Per so n a l D irec t or y pass word: 1. Pr es s t he D irec t ory [...]

  • Page 82

    82 Direc tory d ispl ay and n avigation 6. Pr ess t he Sel ec t Key ag ain t o se le ct P ass wor d ena bled : ON . 7. Pr ess t he O ff K ey to dis a ble pa s sw ord pr otect ion. 8. Pr ess t he Done Key t o save ch a nge s . or 9. Pr ess t he Quit Key o r th e Dire cto ry /Lo g Ke y t o ex it . S el ec t Of f Done Quit Dir/Log[...]

  • Page 83

    83 Ca ll Lo g Call Log The Call Log records the n am e an d number of inc om ing and outgoi ng calls and can be pass word prote ct ed. Y ou ca n acti v ate Call Log to record al l calls, rec ord onl y the unans we red c all s, or record no incom ing calls . The Ca ll ers List st ores incoming calls , and the Redia l List store s outgoi ng c all s i[...]

  • Page 84

    84 Call L og T o make a cal l fr om the Call ers List: 1. Use th e Navi gation Ke ys to highl ight the number yo u want t o call . Note 1: If you are calli ng an exte rnal or lo ng dis tance n um ber, yo u will need t o edit the number to add the acces s code s re quire d by your syst em to make an exte rnal or long dist an c e ca ll . Note 2: Pres[...]

  • Page 85

    85 Ca ll Lo g T o access t he Redial List usi ng a Con te xt Sensiti v e Soft Ke y or a Pr ogramma bl e F eatur e K ey: Pr es s the Re dial K e y . Y ou are prese nted wit h th e mo s t rec en t ly di al ed n um b er . T o make a cal l fr om the Redia l List : 1. Use th e Navi gation Ke ys to highl ight the number yo u want t o call . Note: If you [...]

  • Page 86

    86 Use t he Pers onal Di recto r y Use the P e rson al Di r ectory The Per sonal Di rectory pr ovide s a pers onalized di rectory of names and t elepho ne numbe r s . T he Persona l Directory a llo ws you to add, dele te , searc h, an d edit ent ries and ca n be pass wo rd protect ed . T he Pers ona l Directory hold s up to 100 entr ies (an entry i[...]

  • Page 87

    87 Use t he Pe rso n a l Dire ct ory Example : T o ente r the n am e and tele phon e nu mb er for Chri s : 1. Dial th e na me u si n g the ke y pa d . Note: Press the Up Na vigation Key t o ac ce ss sp ec ia l ch ar a ct er s y ou m a y wa n t to inc lu d e in the n am e. U se t he Navi gation Keys to lo c at e th e ch a r ac te r y o u wa n t to i[...]

  • Page 88

    88 Use t he Pers onal Di recto r y or 7. Pr ess t he Quit Key o r th e Dire cto ry /Lo g Ke y t o ex it . Ad d a n in c o m i ng c a l l / 1. Pr ess t he Copy Key . The di s pla ys sho ws the me ssa ge Copy to . 2. Pr ess t he D irec t ory /L og Key . or 3. Press Ne xt to co py th e in c o m in g ca ll withou t edi ting t he na me. E dit t he numbe[...]

  • Page 89

    89 Use t he Pe rso n a l Dire ct ory or 6. Pr es s t he Quit Key o r th e Dire cto ry /Lo g Ke y t o ex it . Note: Y ou can edit the na me or numbe r before or afte r you s a ve to the dir e ctory . Add an outgoing call / 1. After th e person you cal l ed ans we rs, press the Copy Key . The di sp lays sho ws Copy to . 2. Pr es s t he D irec t ory /[...]

  • Page 90

    90 Use t he Pers onal Di recto r y 3. Pr ess t he Ye s Ke y to conf ir m the dele tion. T o e dit a Pe rsonal D ir ecto ry en try: 1. Pr ess t he Edit Key to c hange the tel e phone number or name. 2. Use th e Navi gation Ke ys to highl ight the ch ara ct er you want to change. 3. Use the dial pa d to ent er the des ir ed chan ge s. Re fer to“ Ad[...]

  • Page 91

    91 Use t he Pe rso n a l Dire ct ory Direc tory with no change s made. or 3. Pr es s t he Quit Key o r th e Dire cto ry /Lo g Ke y t o ex it . Use t he Personal D irectory to ma ke a call T o us e the Pe rsonal Dir ectory to make a call: 1. Use th e Navi gation Ke ys to highl ight the de si red name or number . Note: If you are dial ing an e xte rn[...]

  • Page 92

    92 Use t he Pers onal Di recto r y Note: If you are dial ing an e xte rnal or long dis t ance n um ber , be sure that your directory en tr y incl udes th e acce s s codes r eq uire d by your syst em to make an exte rnal or lon g dis - t anc e call . 2. Pr ess t he Dial K ey a nd press your non-A CD line key to p lace th e call . T o ex i t th e C a[...]

  • Page 93

    93 Use t he Pe rso n a l Dire ct ory Copy a numbe r fr om the Red ial Lis t Y ou can c opy a number from the Re dial List to the Pers onal Directory . T o copy a numbe r fr om the Redi al List: 1 . Us e the Na vigation K eys to hi ghlight the name or numbe r in your Re dial List that you wan t to cop y to your Personal Directory . / 2. Pr es s t he[...]

  • Page 94

    94 Corp orat e D ire ctory Corpor ate D ir ec tor y The Cor porate Directory appli cation al lo ws you to sear ch by entering the ch a ract ers in the name of the pers on you are c alli ng, be gin ning with the last na m e. Onc e you ha ve loc ated the na m e an d number of the person, you may use th e dial s oft ke y to cal l the numbe r . Y ou ma[...]

  • Page 95

    95 Co rpo rat e D ire ct ory 6. Use th e Navi gation Ke ys to sc roll through the di rectory . Note: T he entire dire ctory is a v ailabl e . The “ fi nd ” process d etermine s which di rectory entry to se lect a s you r start ing poi nt. 7. If desired, us e th e Right Na vigation Key to m ove fr o m “ list ” vie w to “ card ” vie w . I[...]

  • Page 96

    96 Corp orat e D ire ctory T o co py a n e nt r y fro m t h e Corp o rat e Dir ectory to y our telepho ne ’ s Per s on a l D ire ct or y : / 1. With th e ent ry se le ct ed i n t h e Cor po rat e Dire ct or y , p res s t he Co py Key . 2. In th e Copy t o scre en , pr ess the Di rctr y (D irect ory ) Key to copy the na me and tel e phone number t[...]

  • Page 97

    97 Ac ce ss o r ie s fo r th e M 3 9 05 Ac cessor ies f or th e M390 5 Option al it ems a re a vaila ble f or use with your M3 905 Meri dian Digi tal t elep hone. Pl ea se cont a ct your s ys tem a d mi nis tr ator for furthe r de tai ls. Additional key caps Ther e is a Ke y Cap Kit you can o rder that has addi tional lab eled ke y caps. Y ou ca n [...]

  • Page 98

    98 Ac ce ss o r ie s fo r th e M 3 9 05 Analog T erm inal Adapter (A T A) The A T A all ows you to conne ct an analog dev ic e such as a modem or F AX machine to your t elephone . External Ale rter and Re corder In terface The Exte rnal Alerter Inter face lets you connect a third- par ty de vic e (remote ringer , indic ator li ght, or recordi ng de[...]

  • Page 99

    99 Featur e Key char t F eat ure K ey cha rt The follo wing ch a rt indic a tes whic h type of feature ke y c an be used for feature s , or wh eth er f e atu res ca n be a cc es sed w ith a Fe atur e A c ces s Cod e (F AC). Feat ure N am e Co ntex t Sensitive Soft K ey Pr o gramma bl e Key Fe a tu re Access Code Fi xed Ke y Acti vi ty Code (LOB) NO[...]

  • Page 100

    100 Feature Key chart Call Page NO N O YES NO Cal l P ark YE S NO NO NO Call Pic kup YES NO NO NO Call Pic kup, Directe d NO N O YES NO Cal l T ra nsfer YES N O NO N O Call W aiting NO Y ES NO NO Cal ler s YE S Y ES NO NO C all in g Na m e /N um b er Deli ver y Bloc king (CNNB) NO N O YES NO Char ge a Call (Accoun t Code) NO NO YES NO Confere nc e [...]

  • Page 101

    101 Featur e Key char t Inspect NO YES NO NO La s t Nu mbe r R ed ial N O NO YE S N O Make Set Busy NO Y ES NO YES Malicious Ca ll Hold NO YES YES NO Me s sa g e W ait in g YES Y E S N O N O Message W a iti ng L i ght NO YES NO YES Multis ta ge Queue Sta tus Ke y /Lamp (MSQS) NO YES NO YES Night Se rvice NO YES NO NO Not Ready NO YES NO YES Observe[...]

  • Page 102

    102 Feature Key chart Supervis or Obs e rve NO N O NO YES Sy ste m Sp ee d C al l Controll er YES Y ES YES NO Sy st e m Sp ee d Ca l l Us e r YE S YES Y ES NO W alkaw a y NO NO NO NO Feat ure N am e Co ntex t Sen sitiv e Soft K ey Pr ogr ammable Key Fe a tu re Access Code Fi xed Ke y[...]

  • Page 103

    103 Meridi an SL-100 Featu re Acces s Codes (FAC) Meri dian SL-10 0 F eat ur e Acce ss Co des (F A C ) Note: Conta ct your syst em admi nistr ator to o bta in the F A C co des for ea ch feat ure tha t is av aila ble o n your s ystem. Anon ymous Ca ller Reject ion (A CRJ) Di rect Ca ll Park (DCPK) Automat ic Call Back (A CB) Di r ec ted Call Pi ck- [...]

  • Page 104

    104 In dex A Acces s the Persona l Directory 86 Acce ssorie s 97 Acce ssory C onnection Module 97 ACD Features 11 Acti vity C ode Key 19, 35 Agent Key 18, 44 Agent L ogin 33 Agent L ogin Enhancement 33 Agent L ogout 34 Agent Re turn 42 Ag ent W alk a way 42 Agent/ Supervisor F ea tur es 11 Analog Terminal Adapter 98 Announc ement o ver Call Page 72[...]

  • Page 105

    105 Index Directory Password prote c tion 80 Directory Number 13 Direc tory /Log Key 80, 86 Disp lay Agent Status 48 dis play diagnos ti cs 31 Disp lay Feat ure 13 Disp lay Queue 37, 44 Dis pl ay Q u eu e St at us 49 Disp lay Queue Thre shold 37 Disp lay Queue T hreshold feature 37 Disp lay-Telephon e 22 DN 13 Don ’ t Ans wer Spli t 59 Done Key 2[...]

  • Page 106

    106 In dex Prog rammabl e L ine (DN)/ Fe atur e Key 24 Quit Key 23 Select Key 23 L Lang ua g e sele ction 24 Last Nu mb er R ed ial 52 LCD Indicat or 15 Lin e (DN ) Key 15 Live dia l pad 28 Logi n 33 Logou t 34 M M39 05 Cal l Ce n te r Fe at ures 10 Mak e a call 50 Make Busy Key 19, 39 Mali cious Call T race 66 Mess ag e K ey 21 Mes s ag e W a it i[...]

  • Page 107

    107 Index Acces s 79 Retu rn f rom Wal kaway 43 Ring Agai n 52 Ring typ e 27 Ringba ck/ri ng tone 14 S Screen contrast 26 Select Key 23 Se lectiv e Ca ll Fo rwa rd 78 Sh are d Dir e ct o r y Nu m b ers 14 Spe cial char acte rs, enter i ng 25, 87 Sp ec ia l D ia l To n e 14 Speed C all, Syst em 54 St ati on Camp-on 73 Supervi sor Head s et Jack 45 S[...]

  • Page 108

    108 In dex[...]

  • Page 109

    [...]

  • Page 110

    Title to and ownership of Meridian SL-1 softw are shall at all times remain with Nortel Networks. Meridian SL-1 software shall not be sold outright and the use thereof by the customer shal l be subject to the parties entering into softwar e agreements as specified by Nortel Networks. Information contained in this document is subject to change. Nort[...]