Nortel Networks SL-100 manuale d’uso

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[...]

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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[...]

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[...]

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[...]

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[...]

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[...]

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

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 [...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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. [...]

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.[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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 [...]

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 . [...]

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 [...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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 [...]

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 [...]

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[...]

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 [...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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 [...]

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 [...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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 [...]

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 [...]

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 [...]

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 [...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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[...]

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 /[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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 [...]

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[...]

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[...]

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- [...]

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[...]

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[...]

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[...]

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[...]

108 In dex[...]

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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[...]