Français dropdown-ico

Panasonic M2216ACD manuel d'utilisation

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40

Aller à la page of

Les manuels d’utilisation similaires

Un bon manuel d’utilisation

Les règles imposent au revendeur l'obligation de fournir à l'acheteur, avec des marchandises, le manuel d’utilisation Panasonic M2216ACD. 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 Panasonic M2216ACD 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 Panasonic M2216ACD 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 Panasonic M2216ACD devrait contenir:
- informations sur les caractéristiques techniques du dispositif Panasonic M2216ACD
- nom du fabricant et année de fabrication Panasonic M2216ACD
- instructions d'utilisation, de réglage et d’entretien de l'équipement Panasonic M2216ACD
- 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 Panasonic M2216ACD 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 Panasonic M2216ACD et les moyens de résoudre des problèmes communs lors de l'utilisation. Enfin, le manuel contient les coordonnées du service Panasonic 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 Panasonic M2216ACD, 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 Panasonic M2216ACD, 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 Panasonic M2216ACD. 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

    Meridian 1 M2216A C D T elephone User Guide Enterpr ise Solutions Documentation Nor tel Knowledge Network[...]

  • Page 2

    38 While you are aw ay from your desk: Cal l For ward[...]

  • Page 3

    i Con ten ts Introduction 1 What is ACD ...... .... .............................................................................. 1 M2216ACD-1 ... ......... ........................................................................... 2 M2216ACD-2 ... ......... ........................................................................... 3 Learning to[...]

  • Page 4

    ii AC D cal ls ......... .... . .............................................................................. 12 Call Forcing (Auto Answer) .. .... ............................................................. 13 Call Forward .... ...... ............................................................................. 13 Calls Waiting indicator .. ...[...]

  • Page 5

    1 Introduction: Wh at is ACD? Introduction What is ACD? ACD stands for Au tomatic Call Distribution. The Meridian 1 system automatically controls inc oming cal l routing to answer ing positions, and can provide music or recorded a nnounceme nts to wait ing call ers. The Merid ian 1 ACD provides fast and dep endable processing of your company's[...]

  • Page 6

    2 Introduction: M2216ACD-1 M2216ACD-1 Stand ard eq uipmen t: • Display m odule •D i a l p a d • 16 Fu ncti on ke ys • 16 LCD indicators •H o l d k e y • Relea se key • Speake r •V o l u m e c o n t r o l • Mess age Waiti ng la mp • 2 electr et headset jacks Optional ha rdware: • Meridia n Communications Adapter • Key Ex pans[...]

  • Page 7

    3 Introduction: M2 216ACD-2* M2216ACD-2* Stand ard eq uipmen t: • Display m odule •D i a l p a d • 16 Fu ncti on ke ys • 16 LCD indicators •H o l d k e y • Relea se key • Speake r •V o l u m e c o n t r o l • Mess age Waiti ng la mp • 1 electre t headset j ack • 1 carbon headset jack ( PJ -327) Optional ha rdware: • Meridia [...]

  • Page 8

    4 Learning to use your phone Learning to use your phone This chap ter explains t he parts labe led on the Mer idian Mod ular Telephones pictured on the previous two pages. In-Calls Key ∫ In-Calls is assigned to t he lower right-hand key on your phone. It is your main ACD ex tension, a lso called the A CD D N or queue. The LCD ind icator besi de i[...]

  • Page 9

    5 Learning to use your phone Display The Meridi an M2216ACD telephone is equipped with a 2 x 24 chara cter display module. The Displa y assists ag ents by d isplayi ng incoming call infor mation. It assists sup ervisor s by displayi ng agent and queue information.The idle display , as shown below , give s the cu rrent date and ti me. When you go o [...]

  • Page 10

    6 Learning to use your phone Headsets The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset interface, usi ng P P P P , to match the type of headset you are using (See “Progra m key” on page 5). Contact yo ur sales r epresentati ve for more information on headset types. The M2216ACD-2, which wa s manufacture retired in [...]

  • Page 11

    7 Agent Log in an d log out Agent log in and log out Log in with Agent ID 1. Plug in t he heads et. ∫ In-Calls 2. Press In-Calls . 3. Dial your ID. ∫ In-Calls or ∫ Not Ready 4. Upon successful log in, press In-Calls or Not Ready wh en read y to star t work. Log in without Agent ID 1. Plug in t he heads et. ∫ In-Calls 2. Press In-Calls . ∫[...]

  • Page 12

    8 Log in and log out with MQA Log in and log out with MQA Log in Using Agent ID with MQA (Multiple Queue Assignment) Y ou en ter your four dig it Agen t ID fol lo we d b y a Super v isor ID (if you r queue requires one) followed by one or more ACD DN s and priority valu es (if prior ity values are being used) terminated by £ £ £ ££ £ £ £ . [...]

  • Page 13

    9 Log in an d log out with MQA T o log in without Supe r visor ID a nd with Prior ity: 3. Dial your Agent ID £ £ £ £ ACD DN 1 £ £ £ £ Priority 1 £ £ £ £ ACD DN 2 £ £ £ £ Priority 2 £ £ £ £ ACD DN 3 £ £ £ £ Priority 3 £ £ £ £ ACD DN 4 £ £ £ £ Priority 4 £ £ £ £ ACD DN 5 £ £ £ £ Priority 5 £ £ £ ££ £ £ ?[...]

  • Page 14

    10 Log in and log out with MQA Exampl e 2 T o re-enter a Super visor ID when Priority is n ot used ( Sup er visor ID 1 is replac ed wi th Super visor ID 2 ): Dial your Agen t ID £ £ £ £ Super visor ID 1 £ £ £ £ ‚ ‚ ‚ ‚ £ £ £ £ Super viso r ID 2 £ £ £ £ ACD DN 1 £ £ £ £ ACD DN 2 £ £ £ £ AC D DN 3 £ £ £ £ ACD DN 4 [...]

  • Page 15

    11 Log in and log out with MQA Example set di splays for MQA The following illustrations show e xamples of an ACD call being presented to an ACD agent who is operating with MQA. In the first il lustration, a direct call is made by T racey Brown at DN 3 508 to ACD DN 22 00 and is presented t o the MQA agent. The next illustration also shows an examp[...]

  • Page 16

    12 Agent features: Activity code ACD calls Agent features This chapter explains the features that are available to agent positions. Activity code Y ou answer an ACD call and the Activity Code LCD indi cator is fl ashing: ∫ Activity 1. Press Activity . The LCD indicator lights steady . 2. Dial the nu mber whic h c orresp onds to the present caller[...]

  • Page 17

    13 Agen t featu res: Ca ll Forcing ( Auto An swer) Cal l Forward Call Forcing (Auto Answer) The Call Forcing option automatically connects inc oming ACD calls. You do not have to press In-Calls. Y ou he ar a shor t tone. The I n-Calls indicator ligh ts steadily a nd the c aller is connected. Note: Pressing In-Calls will disconnect an active ACD cal[...]

  • Page 18

    14 Agent features : Calls Waiting indi cator Calls Waitin g indicator The Call s W aiting indica tor shows you how busy th e ACD queue is. The following table lists t he four states of the Calls Waiting indicato r, and their meanings. Note: If you have th e Display Queue Status feature on your phone, t he LCD in di- cator next to ∫ Disp Qu eue re[...]

  • Page 19

    15 Agen t featu res: D isplay Queue Sta tus Display Queue Status The Displ ay Queue fea ture shows you informat ion about the queue. ∫ Disp Queue Press Display Q ueue . A summar y of the queue status appears in the window of the display mo dule. If you are using M QA, the displays scrolls through th e queues at 2 second inter vals in the order of[...]

  • Page 20

    16 Agen t featu res: E mergen cy Hea dset i nterfa ce Emergency When you have an u rgent or ab usive call: ∫ Emer gen cy Press Emergency . The in dicator flashes while your super visor is called . When your super visor is connected, the LCD indicator lights steadily and you have a three-w ay confere nce. Note: The Display shows informa tion about[...]

  • Page 21

    17 Agen t featu res: H old Make Bus y Hold T o plac e a call o n Ho ld: ˙ Press Hold . T o retur n to th e cal l: Press the key beside the fast flashin g LCD indicator . Make Bu sy T o make your p osition unavailable to take calls: ∫ Mak e Busy Press Make Busy . T o make your phone availa ble for calls again (after making it busy): ∫ Mak e Bus[...]

  • Page 22

    18 Agen t feature s : Non- ACD ca lls Not Read y Non-ACD calls T o make a non- ACD c all: ∫ 2637 1. Press a seconda ry extension ke . 2. Dial the nu mber you wish t o call. T o answer a n on-A CD cal l, when the telep hone ring s: ∫ 2637 Press the extension key next to the fast flashing indicator . You are connected to your no n-ACD call er . N[...]

  • Page 23

    19 Agent fe ature s : Super viso r Super v i sor T o answer your super v isor when your phone rings and th e Super visor indi cator fla shes : ∫ Supervis or Press Super v isor . If you're on a call and hear a buzz and the Supe r visor ind icator fla shes: ˙ 1. Press Hold . ∫ Supervis or 2. Press Super visor . T o call your super v isor: ?[...]

  • Page 24

    20 Agen t fea tures: Walka way an d Return W alkaway and Return Use t his featur e wh en yo u n eed to lea ve your des k duri ng an A CD ca ll, a non-ACD call , or while in the Not Re ady state . T o W alkaw ay during an active ACD or non-A CD call : ˙ Press Hold . The L CD in dicato r b eside the In-Calls exten sion flashes. T o W alkaway while i[...]

  • Page 25

    21 ACD Su perv isor fe ature s: A gen t keys Answe r Age nt ACD Super visor features Y ou can assi gn any feature liste d in the Agent f eatures chapter to th e supe rvisor's telephone (exce pt Super visor), as well as the fe atures descr ibed in this ch apter . Agent keys Agent ke ys allo w you to ca ll age nts by pr essing ∫ Ca ll Agent , [...]

  • Page 26

    22 ACD Supe rvis or feat ures: A nswer Emer gency Ca ll A gent Answer Emergency When your p hone buzzes and the Answ er E merge ncy ind icator fl ashes: ˙ 1. Press Hold if you intend to return to the call in progr ess. ∫ Ans Emerg 2. Press Answer Emerge ncy . Y our position goes into NOT READY state and the Answ er Emerg ency indicator lights st[...]

  • Page 27

    23 ACD Supervisor Features: Display agent status Headset talk/listen Display agent status The Display Agents feature gives you a summa ry of the current status of all agent positions for which you have agent keys. ∫ Disp Agent 1. Press Display Agent . The display shows summ ary of the current status of all agen t positions wh ich have a key assig[...]

  • Page 28

    24 ACD Su pervi sor featu res: Ho ld non -ACD ca ll In terflow Hold non-ACD call T o put a non-A CD call (age nt or secondary DN) on Hold: ˙ Press Hold . The L CD in dicato r º flash es beside t he lin e on hold. T The LCD indicator flashes slowl y. The caller may hear music if this is programmed on you r system. T o take a n on-ACD c all o f f h[...]

  • Page 29

    25 ACD Su pervis or f eatures: Ni ght Serv ice Obse rve Night Ser vice T o ente r Night Ser vice: ∫ N i g h t and Press Night and d ial fl fl fl fl (N for Night). The indicator lights steadi ly . All call in the queue and ne w calls re ceive Nigh t Ser v ice. T ran sition to Nigh t Ser vice: ∫ N i g h t an d Press Night an d dial ° ° ° ?[...]

  • Page 30

    26 ACD Su pervi sor feat ures: Re cord ings and music T o leave th e Obser ve state: ® Press Rele ase . Note: Y ou cannot obser ve an ag ent if the agent's call is on Hold or if no calls are in progress. Recordings and music ∫ 2637 1. Pr ess a secondar y exte nsion ke y. 2. Dial the access code for the reco rded announcem ent or music . Y o[...]

  • Page 31

    27 Message Services: Meridian Mail Messag e Ser vices When your p hone is busy or un answered, you r calls can be route d to a message center attendant o r to the Meridi an Mail voi ce messaging sys tem Meridian Mail Meridian Mail is an automated messaging system that allows you to record and play back messag es left b y people calling to your tele[...]

  • Page 32

    28 Message Services: Meridian Mail commands Meridian Mail commands T o R ewind 3 Secon ds: Dial ⁄ ⁄ ⁄ ⁄ . T o Play Message: Dial ¤ ¤ ¤ ¤ . T o Fast For ward 3 Se con ds: Dial ‹ ‹ ‹ ‹ . T o Go to Previo us Messa ge: Dial › › › › . To R e c o r d : Dial fi fi fi fi . T o Go to the Nex t Mes sage: Dial fl fl fl fl .[...]

  • Page 33

    29 Hardw are Opti ons Hardware Options Meridian Communications Adapter (MCA) Y ou can estab lish data calls with the Meridia n Communication s Adapter by connecting your digital telep hone to a computer te rminal or PC . In this way you can comm unicate with anoth er computer using your t elepho ne. This option requires the addition o f the Power S[...]

  • Page 34

    30 Index Index A ACD 1, 4 ACD c alls 12 Activity code 12 agent ID 7, 8 agent keys 21 agent position 4, 7 Agent Return 20 Age nt W alkaw ay 20 answer ACD c all 12 non- ACD ca lls 4 Answ er Agen t 21 Answ er Eme rgenc y 22 Answer Super visor 19 Automatic Answer 13 Automatic Call Distribution 1 C Call Agent 22 Call Forcing 13 Call For ward 13 Call Sup[...]

  • Page 35

    31 Index Conference with Super visor 19 D disconnect 4 Display 5 Display Ag ents 23 Display ke y 4 Display Queue 15 E electret headsets 1, 6 Emerge ncy agent 16 super visor 22 End ACD c all 12 extens ion 4 External Aler ter Inter face 1, 29 F Function keys 5 H Headset 1, 6 inter face 16 talk/listen 23 Hold 4, 17 Hold no n-AC D ca ll 24[...]

  • Page 36

    32 Index I In-Calls Key 4 indicator 4 Inter flo w 24 K Key Expa nsion Modu le 29 L LCD indica tor 4, 5 Log in standard 7 with MQA 8 Log out standard 7 with MQA 10 M Make Bu sy 17 Meridian Communicatio ns Adapter 1, 29 Meridian M ail 27 comm ands 28 Messag e Wait ing lamp 5, 27 Multiple Queue Assig nment (MQA) 8 Log in 8 Log out 10 set display e xam[...]

  • Page 37

    33 Index N Night Ser vice 25 Non-ACD cal ls 4, 18 Not Ready 18, 20, 22 O Obser ve Agents 25 P position ID 21 Priority 8 Program key 5 Q queue 4 R reco rded an nouncemen t 26 Release 4 Return from W a lkaway 20 S Second ar y DN call s 12 Super visor 8, 19 Super visor ID 8 T T r ansfer to Super visor 19[...]

  • Page 38

    34 Index V Vo l u m e c o n t r o l 4[...]

  • Page 39

    38 While you are aw ay from your desk: Cal l For ward[...]

  • Page 40

    Title to and ownership of Meridian SL-1 softw are shall at all times remain with Northern T elecom. Meridian SL-1 softw are 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 Northern T elecom. Information contained in this document is subject to change.[...]