Meridian Digital Telephones

Transcription

1 Ntel Knowledge Netwk Meridian Digital Telephones M3905 Call Center User Guide Enterprise Voice Solutions Customer Documentation

2 While you are away from your desk: Call Fward 38

3 Contents Introduction to the M3905 Call Center telephone 1 M3905 Call Center telephone... 1 M3905 Call Center telephone keys... 2 Your Telephone s Controls 3 Fixed and programmable telephone keys... 3 Fixed Automatic Call Distribution (ACD) Feature Keys... 5 Terms you should know 7 Directy Numbers 8 Primary Directy Number... 8 Individual Directy Number... 8 Your telephone s display 9 M3905 Call Center telephone display... 9 Options List 10 Select a language Change a Feature Key label Adjust Screen contrast Adjust volume Choose Ring type Select Call Log options Use Live dial pad Select Preferred name match Set up area code Enable Call timer Select Datetime fmat Enable Key click Headset type selection Use Headset pt on call Activate Headset pt external alerter Display diagnostics i

4 Contents Call Center AgentSupervis Features 19 Headset interface...19 Agent login...19 Login with Agent ID and Multiple Queue Assignment (MQA)...20 Crect errs during the login procedure...21 Default login...22 Agent logout...22 Call Center Agent features 23 Use Activity Code...23 Answer Call Center calls...23 Call Fcing...24 Use the Emergency Key...25 Use Not Ready...25 Activate Make Set Busy...25 Answer make non-acd calls...26 Contact your supervis...26 Use Walkaway and Return from Walkaway...27 Call Center Supervis features 29 Agent Keys...29 Answer Agent...29 Answer Emergency...29 Call Agent...30 Use the Supervis Observe and Supervis Headset Jack...30 Observe Agent...31 Interflow...31 Night Service...32 Viewing queue status 33 The ACD Calls Waiting status indicat...33 Display Queue...34 Display agent status...35 Your telephone s non-acd call features 36 ii Draft 0.01

5 Contents Make a call 36 Use the Predial feature Auto Dial Ring Again Redial last number called Use Speed Call Make a System Speed Call Use Hot Line Make an Intercom call Answer a call 42 While on an active call 43 Place a call on Hold Transfer a call Use Timed Reminder Recall Use Attendant Recall Use Call Park Calling Party NumberCharge Account Display incoming calls Trace a Malicious call Incoming calls 49 Activate Automatic Answerback Activate Call Pickup Use Call Waiting Whileyouareawayfromyourdesk 52 Fward calls Fward internal calls only Use Remote Call Fward Secure your telephone 56 iii

6 Contents Talk with me than one person 57 Set up a Conference call...57 Join a call...58 Selectable Conferee Display and Disconnect...59 Use Group Call...60 Additional Call Features 62 Use the buzz signal...62 Call Page to make an announcement...62 Charge Fce Charge a call...63 Enhanced Override Feature...65 Fced Camp-on...66 Override Feature...67 Privacy Release Feature...67 Radio Paging...68 Voice Call...70 Use the Voice Messaging control screens...70 Directy display and navigation 72 Access your Callers List, Redial List, Personal Directy...72 Directy passwd protection...73 Call Log 76 Access and use the Callers List...76 Access and use the Redial List...77 iv Draft 0.01

7 Contents Use the Personal Directy 79 Access the Personal Directy Add a Personal Directy entry Add an incoming call Add an outgoing call Delete edit a Personal Directy entry Delete your Personal Directy Use the Personal Directy to make a call Use Card View Search f an entry Copy a number from the Redial List Set-to-Set Messaging 88 Cpate Directy 91 Accessies f the M3905 Call Center telephone 94 Accessy Connection Module (ACM) Additional Key Caps Analog Terminal Adapter (ATA) Computer Telephony Integration Adapter (CTIA) Display-based Expansion Module External Alerter and Recder Interface Handset Headsets Key-based Expansion Module Personal Directy PC Utility Flexible Feature Codes (FFCs) 96 Index 97 v

8 Contents vi Draft 0.01

9 Introduction to the M3905 Call Center telephone Introduction to the M3905 Call Center telephone Your M3905 Call Center telephone provides easy access to a wide range of business features. Your netwk administrat assigns features to your feature keys and provides you with passwds and other codes as required. The Meridian 1 system automatically controls incoming call routing to answering positions, and can provide music recded announcements to waiting callers. In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms f the M3905 Call Center telephone. Optional accessies are available to expand the capabilities of the M3905 Call Center Telephone. See Accessies f the M3905 Call Center telephone on page 94 f me infmation. M3905 Call Center telephone LCD Display Goodbye Hold Message Waiting Light LED Supervis Observe Key Programmable Line (DN) Feature Keys (self-labeled) Context Sensitive Soft Keys (self-labeled) Fixed Feature Keys Volume Control Bar LED Headset Mute Supervis Quit Emergency In-Calls Copy Make Busy Navigation Keys Not Ready C 1

10 Introduction to the M3905 Call Center telephone M3905 Call Center telephone keys The M3905 Call Center telephone features: Eight Programmable Line (DN)Feature Keys (self-labeled), giving you access to eight different lines (DNs) features. Four Context Sensitive Soft Keys (self-labeled) Six Fixed Feature keys which may be configured to fit your business needs (see note): Headset (with LED indicat)* In-Calls* Call Supervis* Emergency* Not Ready* Make Set Busy* Call Agent Observe Agent Answer Emergency Answer Agent Activity Code Display Queue Note: The Headset and In-Calls Keys are required. Your netwk administrat can reconfigure the remaining four keys to any of the features listed above. Default keys are indicated by an asterisk. Order the optional Key Cap Kit to obtain key caps f the non-default features. See Additional Key Caps on page 94. 2

11 Your Telephone s Controls Your Telephone s Controls Fixed and programmable telephone keys Goodbye Headset Use the Volume Control Bar to control the volume of the handset, headset, speaker, ringer, and handsfree. Increase the volume by pressing the right side of the bar. Lower it by pressing the left side. You can terminate an active call by pressing the Goodbye Key. The Goodbye Key is useful f disconnecting a handsfree call. Press the Headset Key to switch a call back and fth between the optional handset and the headset Hold A steady LCD indicat appearing beside a Programmable Line (DN)Feature Key means that the feature line is active. A flashing LCD indicat means the line is on hold the feature is being programmed. By pressing the Hold Key, you can put an active call on hold. Return to the caller by pressing the DN Key beside the flashing indicat. Mute The Mute Key allows you to listen to a conversation without being heard. Push the Mute Key again to return to a two way conversation. The Mute Key applies to both the headset and optional handset microphones. The Mute LED flashes when the Mute option is in use. The Navigation Keys allow you to scroll through Menus and lists on the display. Copy The Copy Key is reserved f future applications. 3

12 Your Telephone s Controls Quit The Quit Key ends an active application. Pressing the Quit Key does not affect the status of calls currently on your telephone. Note: If you press the Quit Key befe the Done Key you exit without saving changes. Press the Done Key to exit and save changes. Options DirLog App's The Options Key allows you to access and modify telephone options. It is configured as the top left programmable feature key on the telephone. The DirectyLog Key allows you to access your Personal Directy (100 entries), Callers List (last 100 calls), and Redial List (last 20 outgoing calls). The Applications Key allows you to access additional features that may be provided by your netwk administrat The Individual (secondary) LineDirecty Number (DN) Key(s) allow you to make and receive non-acd calls. Me... The Me Key allows you to access additional layers of Context Sensitive Soft Keys. Example: CallWait Trans Context Sensitive Soft Keys are configured f various features on the M3905 Call Center telephone. The Soft Keys are located below the display area. These keys have an LCD label above them that changes based on available features the active application. Programmable Line (DN)Feature Keys are located at the sides of the upper display area. Once configured, these keys provide one-touch feature activation. A status icon indicates call feature status. 4

13 Your Telephone s Controls Fixed Automatic Call Distribution (ACD) Feature Keys The fixed feature keys on your M3905 Call Center telephone are labeled at the facty. The default feature keys are: Headset, Call Supervis, Emergency, Not Ready, Make Busy, and In-Calls. The Headset and In-Calls keys can not be reconfigured. The remaining four keys can be configured f any of the following features: Activity, Answer Emergency, Answer Agent, Observe Agent, Display Queue (waiting calls), Call Agent. In - Calls Headset The In-Calls Key provides easy access to your Primary ACD Directy Number of the agent position. Press the In-Calls Key to answer incoming ACD calls. Press the Headset Key to switch back and fth between using the headset and using the optional handset. The headset indicat is lit when the headset is active. Note 1: Headsets vary in electrical, physical, and audio characteristics. Perfmance perception is subjective so Ntel Netwks recommends that you that you try using the headset with each of the three settings on both internal and external calls. This will help you determine which setting wks best. As with all Meridian Digital Telephones, both amplified and unamplified headsets are suppted. Note 2: Use the Amplified Headset setting if you are using an amplified headset. Supervis Emergency Note 3: The handset is an optional hardware item. If you der this option, Ntel Netwks recommends that it be installed by your netwk administrat. The Supervis Key is a direct line on the agent telephone to the supervis. Press the Emergency Key to join the supervis into a call that you judge to be an emergency situation. 5

14 Your Telephone s Controls Not Ready Make Busy Activity Ans Emerg Ans Agent Obv Agent Dsply Queue CallAgt Press the Not Ready Key to put the agent position in a Not Ready state. The Not Ready state takes the agent out of the ACD queue without logging the agent out. The Not Ready state allows the agent to perfm and recd post call processing duties connected to ACD calls. Press the Make Busy Key to log out of the ACD queue and agent position. Press the Activity Key and enter the appropriate activity code to recd the activity the agent is perfming. The Answer Emergency Key on the Supervis ACD telephone cresponds to the agent emergency call key. The Answer Agent Key on the Supervis ACD telephone cresponds directly to the agent s call supervis key, this allows a direct connection to the supervis from an agent position. The Observe Agent Key (on the Supervis ACD telephone) allows the supervis to monit the activity on the agents telephone. The Display Queue Key on the Supervis and Agent ACD telephone displays to the agent the supervis infmation on the number and waiting times of the calls in the ACD queue. The Call Agent Key on the Supervis set connects the supervis to an agent position. The Supervis Observe Key allows a walk-around supervis to plug a headset into the headset jack at the side of the agent s telephone and monit join the conversation between the agent and the Call Center caller. The LED adjacent to this key lights to indicate that the jack is in use. 6

15 Terms you should know Terms you should know Attendant The attendant is a telephone operat in your ganization. Call party infmation When your telephone rings, the display shows Call Party Name Display (CPND) infmation. The system must have CPND enabled. The display shows the phone number and name, if available, of the incoming call. Context Sensitive Soft Keys The four keys located directly below the display are referred to as Context Sensitive Soft Keys. The label and function of each key changes depending upon the available features the active application. Directy Number (DN) The Directy Number is a number that consists of one to seven digits f a telephone, also known as an extension number. Fixed Keys The Fixed Keys are the hard, facty labeled, keys on your telephone. Flexible Feature Codes (FFCs) Flexible Feature Codes (FFCs) allow you to access features f which you do not have a fixed soft feature key. Flexible Feature Codes are applicable to the Meridian 1 system only. F your convenience, the FFCs f your system can be printed on a page located at the back of this guide. Indicat An indicat is an LCD LED that displays the current status of a feature by its state; flashing, winking, steady on, off. Infmation screen The Infmation screen displays call activity, lists, prompts, and status of calls. Interrupted dial tone Interrupted dial tone is a broken pulsed dial tone, heard when you access some of the features on your telephone. Meridian 1 The Meridian 1 is your office communications system. Me... The Me Key allows access to the multiple layers of the Programmable Feature Keys. These keys are the four keys located below the lower display area. Off-hook Off-hook is a term used to indicate that the telephone is active and ready to make a call. On the M3905 you can go off-hook when you press your Individual DN Key only. The M3905 does not go off-hook when you press the In-CallsKeyyourPrimary(ACD)DNKey. Paging tone Paging tone is a special tone heard when using the Radio Paging feature. You hear two beeps followed by a dial tone. Primary Directy Number (PDN) The Primary Directy Number is the main extension number on your telephone. It is accessed using the Primary Directy Number (PDN) Key. On the M3905 your Primary Directy Number and your ACD Directy Number are the same. The In-Calls Key connects directly to the PDN Key. 7

16 Directy Numbers Private Line A Private Line can be assigned to your telephone. With this line you can reach an outside number without dialing a code to access an outside line. Internal extensions cannot be dialed from a private line. Ringbackring tone The Ringbackring tone is the sound you hear when a call you have made is ringing at its destination. Shared Directy Numbers A shared directy number is a DN (extension) that is shared by two me telephones. This is also known as a Multiple Appearance DN (MADN). Special dial tone The special dial tone refers to three consecutive tones followed by dial tone that you hear when accessing some of your telephone features. Switchhook The switchhook is the button the optional handset presses down, disconnecting your call, when you replace the handset. When you lift the handset on the M3905 you must press an Individual Line (DN) Key to receive dial tone. Directy Numbers Primary Directy Number ThelowerrightProgrammableLine(DN)FeatureKeyistheACDPrimary Directy Number (DN) Key. The function of this key is identical to that of the In-Calls Key. Individual Directy Number The Individual Directy Number (DN) is a secondary DN f the telephone. You can make outgoing calls on this number and receive incoming calls. The Individual line can be configured to have all the standard functions of a regular, non-acd, telephone line. Note: You have only one Primary Directy Number assigned to your telephone. You can have multiple Individual DNs assigned to your telephone. 8

17 Your telephone s display Your telephone s display This section summarizes the display features of the M3905. An example of an idle display is shown in the following figure. M3905 Call Center telephone display The upper ption of the display on the M3905 giveslineandfeaturestatus infmation, the lower display area is a two line feature infmation display. LineFeature Key Status Datetime display Call party info Feature Status info Options info Directies info Options DirLog App's Intercom Display AutoDial DisplayQue 2637 Aug 20 5:48 P NORTEL NETWORKS 5 New callers Fward Callers Redial Quit Copy Note: Refer to Your Telephone s Controls on page 3 f infmation on the specialized keys on your M3905 Call Center telephone. 9

18 Options List Options List The Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through procedures and keep you infmed on the status of the following settings: Language, Change feature key label, Screen contrast, Volume adjustment, Ring type, Call log options, Preferred name match, Area code set-up, Call timer enable, Datetime fmat, Key click enable, Headset type, and Display diagnostics. To change any option s setting: Options 1. Press the Options Key. 2. Use the Navigation Keys to scroll up down through the options list. Select Done 3. Press the Select Key when the desired option is highlighted. 4. Change the option s settings. Refer to the following pages f details. The display also provides you with infmation to adjust your selection. 5. Press the Done Key to save your changes. Quit Options 6. Press the Quit Key Options Key to exit. Note: If you press the Quit Key Options Key befe you press the Done Key, youexittheoptionslistwithoutsavingyourchanges. 10

19 Options List Select a language The display is available in multiple languages. After you select Language... from the Options List menu, Deutsch 1. Use the Navigation Keys to highlight the desired language (e.g., German). Select 2. Press the Select Key. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Change a Feature Key label You can change the name on the Programmable Line (DN)Feature Keys (self-labeled). These keys are located on both sides of the top ption of the display area. To change a Feature Key label: 1. Press the down Navigation Key once to highlight Change feature key label. Change feature key label AutoDial Select Select 2. Press the Select Key. This action takes you to the Feature Key menu and highlights Change feature key label. 3. Press the Select Key again. The prompt asks you to select the key you want to change. 4. Press the Programmable LineFeature Key whose label you want to change, (e.g., AutoDial). 5. Press the Dial Pad Key that is printed with the first letter in your new label. Press the key until the crect character appears. 11

20 Options List Note: Use the Case Key to change the case of the letter, as needed.press the Up Navigation Key to access special characters you may want to include in the label. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to label entry without selecting a special character. 6. Press the right Navigation Key once to move the curs (so you can enter the next letter) when the desired letter appears. 7. Repeat steps 5 and 6 until you have changed the entire label. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Note: F a detailed example of using the dial pad to enter text into your M3905 Call Center telephone, please see Add a Personal Directy entry on page 79. To reste key label(s): 1. From the Feature Key menu, use the down Navigation Key to highlight Reste all key labels Reste one key label. Reste all key labels Reste one key label Select 2. Press the Select Key. Purchasing 3. If you are resting one key label, press the Programmable Line (DN)Feature Key (self-labeled) that you want to reste to the iginal label (e.g., Purchasing). Press the Done KeyteturntotheOptions List menu. Press the Quit Key Options Key to exit. Note: You cannot change the label on the primary DN. Press the Shift Key if the label you want to change is on the second layer of Programmable LineFeature Keys (self-labeled). 12

21 Options List Adjust Screen contrast The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from the Options List menu; Lower Higher From the Contrast screen, press the Lower Key to decrease the display contrast level, press the Higher Key to increase the display contrast level. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Adjust volume Use the Volume adjustment option to select a comftable sound level f the various audio signals. Note: After you select Volume adjustment... from the Options List menu, a list of adjustable items f your telephone model appears. It is recommended that you adjust these parameters while you are on a telephone call so that you can judge the impact of the changes your are making. To adjust the Ringer volume: Ringer 1. Select Ringer from the Volume menu. Lower Higher 2. Press the Lower Key to decrease the ringer volume, press the Higher Key to increase the ringer volume. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Usetheprocedureabovetoadjustthevolumeonthefollowingitems: Buzzer Speaker Handset listen Headset listen Headset talk Headset sidetone Note: Headset sidetone is the sound of your own voice that you hear in the headset speaker. 13

22 Options List Choose Ring type The Ring type option allows you to choose from among the various ringing sounds available f your telephone model. After you select Ring type... from the Options List menu; 1. Use the Navigation Keys to scroll through the list of ring types. Ring type 3 Play 2. Press the Play Key to sample a ring tone. Select 3. Press the Select Key to activate the desired ring type. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Select Call Log options The Call Log options setting provides a choice of logging all incoming calls, logging only the unanswered calls, not logging any calls. The Call Log holds up to 100 different incoming entries. After you select Call log options from the Options List menu; From the Log options menu, use the Navigation Keys to highlight and select either: Log all calls Log unanswered calls Log all calls Log unanswered calls Note: New call indication must be set to On, if you want Call Log notification. Press the Done Key to save selection. Press the Quit Key Options Key to exit. 14

23 Options List Use Live dial pad The Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live dial pad from the Options List menu; On Off From the Live dialpad screen, press the On KeytoturnonLivedialpad, press the Off Key to turn off Live dial pad. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Select Preferred name match The Preferred name match option displays the names of incoming and outgoing callers as sted in your Personal Directy, if the telephone number matches the one sted in your directy. This option allows you to personalize the displayed names f incoming and outgoing calls. After you select Preferred name match from the Options List menu; On Off From the Name match screen, press the On Key to turn on Preferred name match, press the Off Key to turn off Preferred name match. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Set up area code Using the Area code set-up option causes the Callers List and Calling Line ID (CLID) display show the numberextension followed by the area codeprefix in parenthesis. This makes it easier to identify local calls and internal calls. You can define up to three codes. After you select Area code set-up from the Options List menu 1st Code: 408 2nd Code: 3rd Code: Use the Navigation keys to place your curs in the first line and enter an areacountry code of your choice. Note: You can enter up to three codes of your choice. Press the Done Key to save changes. Press the Quit Key Options Key to exit. 15

24 Options List Enable Call timer The Call timer enable option measures how long you are on each call. After you select Call timer enable from the Options List menu; On Off From the Call timer screen, press the On Key to turn on the Call timer, press the Off Key to turn off the Call timer. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Select Datetime fmat There are eight Datetime fmats. Four fmats are based on the 12 hour clock and four are based on the 24 hour clock. After you select Datetime fmat... from the Options List menu; Fmat 3 Use the Navigation Keys to scroll through the eight fmats. The sample fmats appear on the upper right side of the display area. Press the Done Key to select the highlighted fmat. Press the Quit Key Options Key to exit. Enable Key click The Key click option causes the handset speaker to produce a clicking sound when you press the telephone keys. After you select Key click enable from the Options List menu; On Off From the Key click screen, press the On Key to turn on Key click, press the Off Key to turn off Key click. Press the Done Key to save changes. Press the Quit Key Options Key to exit. 16

25 Options List Headset type selection The Headset type option allows you to select one of the three different headset types: Type 1, Type 2, Amplified. Select the setting that wks best f the headset that you are using. After you select Headset type from the Options List menu; Headset Type 1 Headset Type 2 Amplified Headset From the Headset type menu, use the Navigation Keys to highlight and select either: Type 1 headset Type 2 headset Amplified headset Press the Done Key to save selection. Press the Quit Key Options Key to exit. Use Headset pt on call The Headset pt on call option requires that a lamp-type accessy be connected to the headset pt. When the Headset pt on call option is activated and the user is on a call, the lamp lights providing an indication that a call is in progress. After you select Headset pt on call from the Options List menu; On Off From the On call screen, press the On Key to turn on Headset pt on call, press the Off Key to turn off Headset pt on call. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Note: Additional equipment is required to implement this option. F me infmation please contact your Ntel Netwks distribut. 17

26 Options List Activate Headset pt external alerter When the Headset pt external alerter option is activated, it suppts a visual audible alerter and recder device. This device plugs into the Headset pt, which is located on the bottom of the telephone. After you select Headset pt ext alerter from the Options List menu; On Off From the External alerter screen, press the On Key to turn on Headset pt external alerter, press the Off Key to turn off Headset pt external alerter. Press the Done Key to save changes. Press the Quit Key Options Key to exit. Note: Additional equipment is required to implement this option. F me infmation please contact your Ntel Netwks distribut. Display diagnostics The Display diagnostics option tests the functionality of your telephone s display screen and indicat lights. This option also provides infmation on the firmware currently in use on your M3905 Call Center telephone. After you select Display diagnostics from the Options List menu; Use the up down Navigation Key to scroll through the list and view the changing display screens. Press the Done KeyteturntotheOptions List menu. Press the Quit Key Options Key to exit. 18

27 Call Center AgentSupervis Features Call Center AgentSupervis Features This section describes features and procedures common to both the Call Center Agent and the Call Center Supervis. Headset interface The Headset Key is used to switch between the headset and the handset mode of operation. If you do not have the optional handset installed, all calls will be connected to your headset. The LED lights steadily to indicate you are in headset mode. The headset LED is dark (unlit) if you are in handset mode. If you have the handset option installed, press the Headset Key to enter handset mode. The headset LED will go dark, and all calls will be presented to the handset. Lift the handset and press a DN In-Calls key to receive calls. To make outgoing calls using your handset, lift the handset and press an individual DN Key to receive dial tone. If you want to return to headset mode press the Headset Key. The headset LED will light steadily, and all calls will be presented to the headset. Note: Refer to your distribut f the latest product bulletin from Ntel Netwks recommending headset types f use with the M3905 Call Center telephone. Testyourheadsetwiththetelephonebefeusingthetelephoneteceivecalls. In a noisy environment, an amplified headset is an option. Select Headset type in the Options list and choose Type 1, Type 2, Amplified. When an amplified headset is used, there are two methods of volume control: the Volume Control Bar on the telephone and the volume control on the headset amplifier. You should adjust the telephone volume befe adjusting the headset volume. To provide the best communication with the least amount of disttion, the headset volume control should have a higher setting than the telephone volume control. Agent login In - Calls 1. Press the In-Calls Key. 2. Dial your Agent ID (if required). In - Calls Not Ready 3. Press either the In-Calls Key, the Not Ready Key to enter the ACD queue. 19

28 Call Center AgentSupervis Features Login with Agent ID and Multiple Queue Assignment (MQA) The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervis ID (if your queue requires one) followed by up to five ACD DNs and priity values (if priity values are being used) terminated by. To choose the default Priity Supervis ID, enter instead of a Priity entry a Supervis ID entry. The Priity Supervis configured f your set will be used. Note: A Supervis who is logging in to accept ACD calls will not be able to specifyasupervisid(eveninthecasewhereagentsarerequiredtoenter one). To login: In - Calls To login without Supervis ID and without Priity: 1. Press the In-Calls Key. 2. Select one of the following four login options: TologinwithSupervisIDand without Priity: Dial your Agent ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5. Dial your Agent ID Supervis ID ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5. To login without Supervis ID and with Priity: Dial your Agent ID ACD DN 1 Priity 1 ACD DN 2 Priity 2 ACD DN 3 Priity 3 ACD DN 4 Priity 4 ACD DN 5 Priity 5. 20

29 Call Center AgentSupervis Features TologinwithSupervisIDandwith Priity: In - Calls Not Ready Dial your Agent ID Supervis ID ACD DN 1 Priity 1 ACD DN 2 Priity 2 ACD DN 3 Priity 3 ACD DN 4 Priity 4 ACD DN 5 Priity Press either the In-Calls Key, the Not Ready Key to enter the ACD queue. Crect errs during the login procedure Example To re-enter ACD DN 1 without using Priity (press to crect ACD DN 1): Dial to crect the previous entry. The Supervis ID, ACD DNs, and Priities can be re-entered (see the example below). Dial your Agent ID Supervis ID ACD DN 1 ACD DN 1 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5. 21

30 Call Center AgentSupervis Features Default login If you nmally use the same telephone, you need not repeat the entire login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervis that the set had in the previous login. Default login: In - Calls 1. Press the In-Calls Key. Agent logout Make Busy 2. Dial your Agent ID (if your queue requires a Supervis ID) Dial your Agent ID (if a Supervis ID is not required). Note: If queues are retained from a pri login by an Agent ID, each queue is displayed f two seconds. Press In-Calls, Not Ready, Make Busy to cancel display of Multiple Queues. Press the Make Busy Key and disconnect the headset. The LED indicat lights steadily. Note 1: If you press the Make Busy Key again, the LED indicat will turn off. At this point your telephone can accept non-acd calls, but you are logged out of the queue. Note 2: If you press the Make Busy Key while on an ACD call, you will be logged out automatically when the call is finished. 22

31 Call Center Agent features Call Center Agent features This section explains the features that are available to ACD agent positions. Use Activity Code Thisfeatureallowsyoutecdthetypeofactivityyouareperfming.Onthe Meridian 1, use the Activity Key and activity codes.the Meridian 1 tracks items such as the number of specific types of calls and the holding times f these calls. To capture activities: Activity Activity 1. Press the Activity Key. Activity Activity 2. Dial the Activity Code that cresponds to the activity being perfmed. 3. Press the Activity Key again. If perfming multiple tasks, repeat these steps. Answer Call Center calls The In-Calls Key is the lower right-hand key on your M3905 Call Center telephone. The In-Calls Key is your main ACD extension (Primary DN). The In-Calls Key allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Goodbye KeypresstheIn-CallsKeyasecondtime. To enable you to make outgoing calls and accept non-acd calls, your netwk administrat must configure one me non-acd DNs (Individual DNs) to your M3905 telephone. Note: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle. Your phone rings and the In-Calls indicat flashes: In - Calls Press the In-Calls Key. The caller is connected and the indicat lights continuously. 23

32 Call Center Agent features To end an ACD call: Goodbye In - Calls Press the Goodbye Key. Press the In-Calls Key. Replace the Handset to terminate a call Not Ready Call Fcing Press an Individual Line Key (non-acd). This will remove you from the queue. Press the Not Ready Key. This will remove you from the queue but keep you logged in as an agent position. Wait f the caller to terminate the call. The Call Fcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key. When Call Fcing is on, you have a time interval between each incoming call that is defined by your netwk administrat. After the time interval is up, you hear a tone through the headset and Call Fcing automatically connects you with the incoming caller. In - Calls You hear a sht tone. The In-Calls indicat lights continuously and the ACD call automatically goes to your agent position. Note: Pressing the In-Calls Key with Call Fcing (Auto Answer) on, disconnects an active ACD call. 24

33 Call Center Agent features Use the Emergency Key When you have an emergency situation: Emergency Use Not Ready Press the Emergency Key. The indicat flashes while your supervis is called. When your supervis picks up the call, the LED indicat lights continuously and you have a three-way conference. Note: The display shows infmation about the call. Befe you press the Emergency Key, write down this infmation f future reference. Use the Not Ready Key, when perfming post-call wk. When you need time to catch up on post-call processing wk: Not Ready When you are ready to take ACD calls again: In - Calls Not Ready Activate Make Set Busy Press the Not Ready Key. This takes you out of the queue. Press either the In-Calls Key, the Not Ready Key to enter the ACD queue. Note: If you Press the In-Calls Key during an ACD call, the call is disconnected. Make Set Busy allows you to make your telephone appear busy to all callers. To activate Make Set Busy: Make Busy To deactivate Make Set Busy: Make Busy Press the Make Busy Key lift the handset and enter the Make Set Busy Activate FFC. Press the Make Busy Key a second time, lift the handset and enter the Make Set Busy Deactivate FFC. 25

34 Call Center Agent features Answer make non-acd calls An Individual DN allows you to make outgoing calls and to receive non-acd incoming calls. If you do not have an active call when the LCD indicat flashes, you can press the cresponding Individual DN Key and answer the call. To make a non-acd call: Press an Individual DN Key. 2. Dial the number you wish to call. To answer a non-acd call: 2637 Press the DN Key next to the flashing indicat. You are connected to your non-acd caller. Contact your supervis To answer your supervis when your phone rings and the Supervis indicat flashes: Supervis Press the Supervis Key. If you are on a call and hear a buzz and the Supervis indicat flashes: Hold Supervis 1. Press the Hold Key. 2. Press the Supervis Key. To call your supervis: Supervis Press the Supervis Key. If you are on a call, this automatically puts the call in progress on Hold. 26

35 Call Center Agent features To return to the ACD call: In - Calls To Conference your Supervis during a call in progress: Supervis Supervis To Transfer to a supervis, during a call in progress: Supervis Supervis Goodbye Press the In-Calls Key. 1. Press the Supervis Key. The caller is on hold and you can talk privately with your supervis. 2. Press the Supervis Key a second time to have a three-way conversation with the supervis and the caller. 1. Press the Supervis Key. 2. Press the Supervis Key again when the supervis answers. 3. Press the Goodbye Key to disconnect from the call. The caller remains connected with your supervis. Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call, during a non-acd call, while in the Not Ready state. To use the Walkaway feature: Hold 1. Press the Hold Key. The LCD indicat beside the In-Calls extension flashes. 2. Disconnect the headset befe you leave. Note: Some headsets have a quick disconnect feature. You can do a quick disconnect instead of disconnecting the headset. 27

36 Call Center Agent features To Walkaway while in Not Ready mode (Not Ready LED LCD indicat is on, and Not Ready is shownonthedisplay): Not Ready Hold To return from Walkaway: In - Calls Not Ready 1. Press the Not Ready Key. 2. Press the Hold Key. 3. Disconnect the headset. 1. Connect the headset. 2. Press the key next to the flashing indicat. Note 1: If a caller disconnects befe you return from Walkaway, the Not Ready indicat flashes. When you return from Walkaway, you are in Not Ready mode. Note 2: Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect f the handset. 28

37 Call Center Supervis features Call Center Supervis features In addition to the features described in this section, your netwk administrat can assign any feature listed in the Agent features section to a supervis's telephone (except Supervis). Agent Keys Agent Keys allow you to connect, observe, monit the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent Observe Agent Keys. The following table shows the meaning of LCD indicat associated with an Agent Key. Indicat Off On Slow Flashing Fast Flashing Agent Status Noagentloggedinatthisposition. Busy on an ACD call. Waiting f an ACD call. Busy on a non-acd call. Answer Agent When your phone rings and the Answer Agent indicat flashes: Ans Agent To disconnect an agent call: Goodbye Answer Emergency When your phone buzzes and the Answer Emergency indicat flashes: Hold Ans Emerg Press the Answer Agent Key. Your position goes into Not Ready state and you are connected to the agent. Press the Goodbye Key. 1. Press the Hold Key if you intend to return to the call in progress. 2. Press the Answer Emergency Key. Your position goes into Not Ready stateandtheansweremergency indicat lights continuously. You are connected to the call. 29

38 Call Center Supervis features To disconnect from the emergency call: Goodbye Call Agent To call an agent: CallAgt Press the Goodbye Key. 1. Press Call Agent Key, your position goes into the Not Ready state. Agent1 To leave Call Agent state: Goodbye 2. Press the Agent Key assigned to the agent dial the agent's position ID. Note: To talk to another agent repeat steps one and two press the Agent Key f the next agent. Press the Goodbye Key. Use the Supervis Observe and Supervis Headset Jack The Supervis Observe Key is located in the upper left cner of the M3905 ACD telephone. It has an associated LED. A supervis can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervis Observe Key on an agent s telephone. The LED remains dark to denote that the supervis can hear the conversation while the microphone f the supervis s headset is muted. To use the Supervis Observe feature: To use the Supervis Observe feature f a two way conversation: Supervis plugs the headset into the agent telephone. While the headset is plugged in, press the Supervis Observe Key, the LED lights continuously and the supervis can participate in the conversation. 30

39 Call Center Supervis features To mute the Supervis headset: Press the Supervis Observe Key a second time and the to put the supervis headset on mute. The LED turns off. Observe Agent To observe an agent: Obv Agent Agent1 To talk to an agent you are observing: CallAgt To leave the Observe state: Interflow Goodbye 1. Press the Observe Agent Key. Your position goes into Not Ready state. 2. Press the Agent Key dial the agent's position ID. You can listen to the agent and caller's conversation. Note: To observe another agent, repeat step two. 1. While observing an agent. Press the Call Agent Key. You now have a conference with the agent and the caller. Press the Goodbye Key. Note: You cannot observe an agent if the agent's call is on hold if no calls are in progress. When the call backlog the waiting time in the queue exceeds a set threshold, Interflow fwards calls to a predefined target queue. The supervis activates Interflow when the waiting time f the queue exceeds its threshold. To activate Interflow: Interflow Press the Interflow Key. The indicat flashesandexcesscallsareroutedtothe destination. 31

40 Call Center Supervis features To stop Interflow: Interflow Press the Interflow Key again. Night Service To enter Night Service: Night + To transition to Night Service: Night + To exit Night Service: Night + Press the Night Key and dial fl (6=N f Night). The indicat lights continuously. All calls in the queue and new calls receive Night Service. Press the Night Key and dial (8=T f Transition). The indicat flashes. Calls in the queue remain in the queue and new calls receive Night Service. Press the Night Key and dial (3=D f Day). The indicat flashes. New calls enter the queue. 32

41 Viewing queue status Viewing queue status The ACD Calls Waiting status indicat The LCD indicat beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting LCD indicat. Indicat Queue Status Meaning Off Light There are few no calls waiting. On Nmal An acceptable number of calls are waiting. Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted. Fast Flashing Overloaded Too many calls are in the queue. New calls are being overflowed to another queue. Note: If your telephone is configured f the Display Queue feature, the LEDLCD indicat beside the feature key functions as a Calls Waiting status indicat. 33

42 Viewing queue status Display Queue The Display Queue feature allows you to access the status of calls in an ACD queue. The infmation displayed includes: number of calls waiting in the queue, number of agent positions occupied f the queue, the length of time that the oldest call has waited in the queue, and the number of calls that have been overflowed into the queue. To display infmation on your ACD queue: DisplayQue Dsply Queue Press the Display Queue Key. Infmation on your current ACD queue appears on the display. Calls waiting Number of manned positions WAITING MAND LWAIT TOFQ :20 0 Fward Callers Redial Calls time overflowed into this queue Length of time first call has waited Quit Copy Note 1: In an MQA environment, the display will scroll through the different queues at 2 second intervals. The queues are presented in the der in which they were entered at login. Note 2: The Display Queue Key may be configured on your M3905 Call Center telephone as a Fixed Feature Key as a Programmable Line (DN)Feature Key. 34

43 Viewing queue status Display agent status The Display Agent feature gives ACD Superviss a summary of the current status of all agent positions f which they have Agent Keys. DisplayAgt Press the Display Agent Key. The display shows summary of the current status of all agent positions which have a key assigned on the supervis's phone. Positions busy on ACD calls Positions waiting f ACD calls ACD WAIT DN LOGOUT Fward Callers Redial Vacant agent positions Positions busy on non-acd calls Quit Copy Note 1: Agent positions in the Not Ready state will be counted as busy on either ACD calls non-acd calls, as specified by your system administrat. Note 2: The Display Agent Summary Infmation is displayed f 12 seconds until another feature Key is pressed. 35

44 Your telephone s non-acdcallfeatures Your telephone s non-acd call features This section describes non-acd features commonly used f call processing. Your netwk administrat assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes ask your netwk administrat to provide these to you. To access a feature, you press a Feature Key, enter a Flexible Feature Code (FFC). Your netwk administrat supplies you with the Flexible Feature Codes f your system. Note: In der to use a feature described in this section, your system software must suppt the feature and the feature must be assigned to your telephone. Check with your netwk administrat f me details. Make a call This section describes features that you can use when you make a call. There are several ways to make a call from your M3905 Call Center telephone. To make a call from your telephone, use the features described in this chapter. To make a call: Press an Individual Line (DN) Key. 2. Dial the number. Note: If you are on a call on your Individual Line (DN) and your telephone is not in Not Ready Make Busy state, your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual Line (DN), you cannot put your ACD call on hold to answer the call on your Individual Line (DN). Use the Predial feature The Predial feature allows you to enter and preview a number of up to 31 digits and make crections befe you dial the number. To use Predial: Dial the number. Note 1: If you are calling an external long distance number, be sure that the appropriate access codes are included.

45 Make a call Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string Auto Dial 2. Press an Individual Line (DN) Key to receive dial tone. The displayed predialed number is automatically dialed. Note: You cannot use the Predial feature if thelivedialpadfeatureisactive. Auto Dial lets you dedicate a feature key to a specific telephone number. When the Auto Dial Key is pressed, the number is dialed automatically. To use Auto Dial: Press an Individual Line (DN) Key. AutoDial 2. Press the associated Auto Dial Key. The number is dialed automatically. To display the Auto Dial number: Display AutoDial 1. Press the Display Key. 2. Press the configured Auto Dial Key. The number appears on the display. To ste an Auto Dial number: AutoDial 1. Press the Auto Dial Key, without lifting the handset. 2. Dial the number to be sted on the Auto Dial Key. AutoDial 3. Press the Auto Dial Key again. The number is sted on the key. Note: To change the key label AutoDial, select Change feature key label from the Options List menu. Please see Change a Feature Key label on page 11 f detailed instructions. 37

46 Make a call Ring Again Use the Ring Again feature when you dial a number and receive a busy tone no answer. The Ring Again feature lets you know when the person you dialed is available has used their telephone. The feature notifies you when to redial your party. The Ring Again feature automatically redials the number. To use Ring Again: 1. Dial a number and receive a busy tone no answer. To call a Ring Again party when you receive notification: 2637 RingAgn 2. Press the Ring Again Key. The screen displays Ring again is active. When the number you want to reach is available, the person has re-used their set, you hear the Ring Again tone. 1. Press an Individual Line (DN) Key. RngCall 2. Press the Ring Call Key. To cancel Ring Again befe notification: CanclRA Redial last number called Press the Cancel Ring Again Key. The screen displays Ring Again is cancelled. Last Number Redial allows you to automatically redial the last number you dialed. This feature must be enabled by your netwk administrat. To use Last Number Redial when using the handset: Press an Individual Line (DN) Key. 38

47 Make a call Press the Individual Line (DN) Key again. The last number you dialed is automatically redialed. Use Speed Call The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, three digit code. Contact your netwk administrat to determine the capacity of your Speed Call list. A telephone designated as a Speed Call Controller can program edit the Speed Call list. This feature must be enabled by your netwk administrat. To ste change a Speed Call number: SpcCtrl 1. Press the Speed Call Controller Key. The screen displays Enter Code, then number. 2. Dial aone,two,threedigitcode. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without sting a speed call number. Note: A dash is automatically inserted after the required number of digits have been entered. 3. Dial the associated telephone number. Use the Delete Key if you make a mistake. Use the Cancel Key to leave the screen without sting a speed call number. Note 1: Dial the access code (if required) followed by the internal, external, long-distance telephone number. Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string. Done 4. Press the Done Key to save the code and number. 39

48 Make a call To make a Speed Call: 2637 SpcCtrl SpcUsr Make a System Speed Call 1. Press an Individual Line (DN) Key. 2. Press the Speed Call Controller Key the Speed Call User Key. The screen displays Enter code. 3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed. System Speed Call allows you to make a call by dialing Speed Call codes which may override your telephone s class of service restrictions. The System Speed Call feature is set up on the system by your netwk administrat. It is a speed dial number that is common to many users, therefe it is set up on the system not on your individual telephone. To make a System Speed Call: Press an Individual Line (DN) Key. SScCtlr Use Hot Line SScUser 2. Press the System Speed Call Controller key the System Speed Call User Key, enter the System Speed Call User FFC. 3. Dial the Speed Call code assigned to the telephone number. The number is automatically dialed. The netwk administrat can program a Hot Line Key that allows you to dial a specific number automatically. The netwk administrat can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is answered by a person and not by a voice mail box. 40

49 Make a call To use Hot Line: Hotline Make an Intercom call Press the Hot Line Key. The Hot Line Key automatically dials the number. Note: If your main DN is a Hot Line, lift the handset. The Hot Line dials the number automatically. The Intercom feature connects a group of people together through an Intercom Key. You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group. The intercom group must be set up by your netwk administrat. To make an Intercom call: Press an Individual Line (DN) Key. Intercom 2. Press the Intercom Key. 3. Dial the one two digit code f the intercom group member you wish to call. To answer an Intercom call while on a line other than your Intercom group line: Hold Goodbye Intercom 1. Press the Hold Key to put the current call on hold. Press the Goodbye Key to end the call. 2. Press the Intercom Key and begin to speak. 41

50 Answer a call Answer a call When you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicat flashes. To answer a call: 2637 Press the Individual Line (DN) Key beside the flashing LCD indicat. Note: If you have the handset option and you pick up the handset, you must also press the Individual Line (DN) Key, otherwise the handset is not operable. However, you may terminate a call by replacing the handset in the cradle. 42

51 While on an active call Whileonanactivecall This section describes features that you can use while on an active call on an Individual Line (DN). Place a call on Hold Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN). You can answer the second call and retain the iginal call by putting it on Hold. To place a call on Hold: Hold To retrieve a call on hold: Press the Hold Key. The LCD indicat flashes beside the line on hold. Note 1: If the Automatic Hold feature is configured f your Meridian 1, the active call is automatically put on Hold when you answer the second call. Note 2: The caller hears music while on hold, if the Music on Hold feature is configuredfyoursystem Press the Individual Line (DN) Key beside the flashing LCD indicat. Transfer a call Use the Transfer feature to redirect a call to a third party. To use the Transfer feature: Trans 1. Press the Transfer Key. The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number. 2. Dial the number of the telephone where the call is to be transferred. 43

52 While on an active call Swap Connect To go back to the iginal call if the transfer is incomplete: Goodbye 2637 Use Timed Reminder Recall 3. Press the Swap Key to switch between talking with the iginal caller and the new caller. Press the Connect Key to complete the transfer. The two callers are connected and your telephone is ready to make receive new calls. 1. Press the Goodbye Key. 2. Press the Individual Line (DN) Key with theflashingiconteturntoyour iginal call. Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered. To use Timed Reminder Recall: Trans 1. Press the Transfer Key. The call is put on hold. 2. Dial the number where you want to transfer the call. Trans 3. Press the Transfer Key again. Note: If the transfer is complete, the recall timer stops. 44

53 While on an active call If the transferred call is not answered, your telephone rings: Press the Individual Line (DN) Key beside the flashing LCD indicat. Trans 2. Press the Transfer Key and repeat the transfer (to a different DN). Note: If you transfer a call to a person and they pick up the line while you are still on the line, press the Goodbye Key to complete the transfer. Check with your netwk administrat to determine the time interval of your recall timer. Use Attendant Recall The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant. To contact the attendant while on a call: AttRecall Goodbye 1. Press the Attendant Recall Key while on a call. Stay on the line until the attendant answers. 2. Press the Goodbye Key. The caller remains connected to the attendant. Use Call Park The Call Park feature allows a call to be held temparily and to be retrieved from any telephone. You can park an incoming call and page the called party. When you use Call Park, you do not tie up a line. Your netwk administrat can set up a System Park where most calls are automatically parked. If configured netwk-wide, Call Park can be used across netwks. To park a call on a System Park DN: Park 1. Press the Park Key. The screen displays a System Park DN and asks f confirmation. 45

54 While on an active call OK 2. Press the OK Key. The call parks on the System Park DN. To park a call on a DN other than the System Park DN: Park 1. Press the Park Key. The screen displays Press OK to park call on 2190 (Where 2190 represents the default System Park DN). 2. Dial the DN where you want to park the call. When you begin dialing, the screen displays Enter digits, then park. When you have completed dialing the call park DN, the screen displays Press OK to park call. OK 3. Press the OK Key. The call parks on the selected DN. Tetrieveaparkedcall: Press an Individual Line (DN) Key. 2. Dial the DN where you parked the call. Note: Ifaparkedcallisnotretrieved within a specified period of time, it rings back to your telephone to the attendant. Checkwithyournetwkadministratto determine your specified period of time. 46

55 While on an active call Calling Party NumberCharge Account The Calling Party NumberCharge Account feature allows you to recd a caller s number charge account number f accounting purposes while on an established call. To recd the calling party number charge account number: Charge 1. Press the Charge Key. The screen displays Select Charge type. Account CParty OK 2. Press the Account Key. The screen displays Enter account number. Press the Calling Party Number Key. The screen displays Enter Calling party number. 3. Dial thechargeaccountnumber calling party number. Use the Clear Key Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call. 4. Press the OK Key. You return to your call. 47

56 While on an active call Display incoming calls The Display Key allows you to be on an active call and display an incoming caller s name and number, if not automatically displayed, without interfering with the call in progress. Toviewthenameofasecondcaller while on a call in progress: Display 1. Press the Display Key Trace a Malicious call 2. Press the flashing Individual Line (DN) Key. The call waiting infmation appears on the display. Note 1: Use of the Display Key does not interfere with the call in progress. Note 2: You can use the Display Key in combination with other feature keys to display infmation associated with the feature. Malicious Call Trace provides a way f you to trace nuisance calls. The feature is available f both internal and external calls. When the key is pressed, your Directy Number and the telephone number of the caller are recded f access by your netwk administrat. To use Call Trace while you are on a call: CallTrace Press the Call Trace Key. To use Call Trace if you do not have a Call Trace Key: Trans Conf 1. Press the Transfer Key the Conference Key p 2. Dial the Malicious Call Trace FFC. 3. Press the Individual Line (DN) Key beside the flashing LCD indicat to return to the call. 48

57 Incoming calls Incoming calls This section describes features that you can use with incoming calls to an Individual Line (DN). Activate Automatic Answerback When Automatic Answerback is active, your set automatically answers in handsfree mode after one ring. Note: When Automatic Answerback is active, calls do not fward to your voice message service. To use Automatic Answerback: AutoAns Press the Automatic Answerback Key. To deactivate Automatic Answerback: AutoAns Press the Automatic Answerback Key. 49

58 Incoming calls Activate Call Pickup Call Pickup allows you to pick up a non-acd call from any telephone in the same Pickup Group another Pickup Group. To answer a call in your own Call Pickup Group: Press an Individual Line (DN) Key. Pickup 2. Press the Pickup Key enter the Pickup Ringing Number FFC. To answer an incoming call in another Call Pickup Group: Press an Individual Line (DN) Key. GrpPickup To answer a call at a specific within your Pickup Group: Press the Group Pickup Key enter the Pickup Group FFC. 3. Dial the Pickup Group number of the telephone that is ringing. Note: The netwk administrat assigns the Pickup Group number. 1. Press an Individual Line (DN) Key. DNPickup 2. Press the DN Pickup Key, enter the Pickup Directy Number FFC. Note: If the pickup DN is invalid, you receive an overflow burst tone, and the screen displays Release and try again. Press the Goodbye Key. 50

59 Incoming calls Use Call Waiting Call Waiting puts your current non-acd call on hold, while you answer an incoming call. Example: The attendant routes an outside call to you while you are on an existing call. Call Waiting allows you to recognize the call and respond to it. This feature must be enabled by your netwk administrat. To answer an incoming call while on another call: Hold 1. Press the Hold Key when you hear the tone. The Call Waiting status icon appears in the display. CallWait To return to your first telephone call: Hold 2. Press the Call Wait Key to answer the call. 1. Press the Hold Key, if you want to put the second call on hold. Goodbye 2637 If you do not have a Call Waiting Key: Press the Goodbye Key to end the second call. 2. Press the Individual Line (DN) Key associated with the first call. Goodbye If you do not have a Call Waiting Key and you hear the Call Waiting tone, press the Goodbye Key to end your current call. 2. Press the Individual Line (DN) Key beside the flashing LCD icon to answer the incoming call. 51

60 Whileyouareawayfromyourdesk While you are away from your desk This section describes features that you may wish to use when you are away from your desk. Fward calls The Call Fward feature allows you to direct your calls to ring at another Line (DN). You cannot fward calls while your telephone is ringing. To fward your calls: Fward 1. Press the Fward Key. The previously sted fward number appears,ifoneexists,andthescreen displays Enter fward number. 2. If desired, enter a new number. The existing number is automatically deleted. If you make a mistake, use the Delete Key to delete the previous digit(s). Press Cancel to leave this screen without fwarding your telephone changing the number. Done 3. Press the Done Key to activate Call Fward. Toviewthenumberthatyourcalls are being fwarded to: CheckFw 1. Press the Check Fward Key. Exit 2. Press the Exit Keyteturntothe previous screen. This action will leave Call Fward active. 52

61 Whileyouareawayfromyourdesk To cancel Call Fward: CheckFw 1. Press the Check Fward Key. CanclFw 2. Press the Cancel Fward Key. Fward internal calls only Internal Call Fward allows only calls iginating at internal DNs to ring at another DN. Calls iginating outside your Meridian 1 system will still ring at your telephone. You cannot fward calls while your telephone is ringing. To fward your internal calls: IntFward 1. Press the Internal Call Fward Key, lift the handset and enter the Internal Call Fward Activate FFC. 2. Dial the DN where you want to fward your calls. IntFward 3. Press the Internal Call Fward Key. Receiving a call: To cancel Internal Call Fward: IntFward To reinstate Internal Call Fward to thesamenumber: IntFward IntFward Press the Internal Call Fward Key, lift the handset and enter the Internal Call Fward Deactivate FFC. Press the Internal Call Fward Key twice. 53

62 Whileyouareawayfromyourdesk Use Remote Call Fward The Remote Call Fward feature allows you (from any telephone other than your own) to fward calls directed to your Individual Line (DN) to another telephone. To activate Remote Call Fward: 1. Lift the handset on the remote telephone that you are using to fward your calls. 2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait f dial tone. 3. Dial the Remote Call Fward Activate FFC to activate the feature. 4. Dial your Station Control Passwd. Note: Refer to Secure your telephone on page Dial your Individual Line (DN). You get a dial tone befe you dial your number. 6. Dial the number where you want to fward your calls. If you fward calls to an invalid number, you receive afastbusytone. 7. Press the Key. To fward calls to a previous call fward telephone number, skip step six above. To cancel Remote Call Fward: 1. Lift the handset on the remote telephone that you are using to cancel fwarding of your calls. 54

63 Whileyouareawayfromyourdesk 2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and wait f dial tone. 3. Dial the Remote Call Fward Deactivate FFC. 4. Dial your Station Control Passwd. 5. Dial your Individual Line (DN). You get a dial tone befe you dial your number. 6. Press the Key. 55

64 Secure your telephone Secure your telephone You can lock your telephone with a passwd so that no one can make calls on your Individual Line (DN). To lock your telephone: Press an Individual Line (DN) Key. 2. Dial theelectroniclockactivateffc and your Station Control Passwd. Goodbye Note: If you perfm this operation from someone else s telephone, also dial your line (DN). 3. Press the Goodbye Key. To unlock your telephone: Press an Individual Line (DN) Key. 2. Dial the Electronic Lock Deactivate FFC and your Station Control Passwd. Goodbye To change your passwd (must be done from your telephone): 2637 Note: If you perfm this operation from someone else s telephone, also dial your line (DN). 3. Press the Goodbye Key. 1. Press an Individual Line (DN) Key. Goodbye 2. Dial the Station Control Passwd Change FFC and your current passwd. Dial your new passwd twice (f verification). 3. Press the Goodbye Key. 56

65 Talk with me than one person Talk with me than one person This chapter describes features which allow you to talk with me than one person atthesametime. Set up a Conference call You can set up a Conference call f up to six people (including yourself). Contact your netwk administrat to determine the maximum number of people your system allows on a conference call. Tosetupaconferencecall: Conf 1. Press the Conference Key while you are on a call. The other party is on hold and you receive dial tone. The screen displays Call on hold, dial number. 2. Dial the number of the person you want to add to the conference. Swap Connect If the person you attempt to add to theconferenceisunavailable: Goodbye Press the Swap Key to switch between talking with the iginal caller and the new caller. Press the Connect Key to complete the conference. Everyone is able to join the conversation. 1. Press the Goodbye Key. 2. Press the Individual Line (DN) Key beside the flashing LCD indicat to return to your iginal call. 57

66 Talk with me than one person Join a call The Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call. In der to use Call Join, your telephone must be configured with either a second line (DN) a Call Waiting Key. To connect a call on hold (on a different line) to your current call: Conf 1. Press the Conference Key Press the Key that has the caller you want to connect to your current call. Connect 3. Press the Connect Key. The person on hold joins your conversation. 58

67 Talk with me than one person Selectable Conferee Display and Disconnect YoucanviewthelistofactiveconfereesbyusingtheConferee Selectable Display Key and disconnect any party that has been added to the conference call. To view active conferees: ConfSelDsp Goodbye To disconnect a conferee: ConfSelDsp 2637 Goodbye 1. While on a conference call, press the Conferee Selectable Display Key. The LCD indicat turns on. With each key press, the screen changes to show a different active conferee. Note: This action has no effect on the displays of the other telephones involved in the conference. 2. Press the Goodbye Key. If configured, the Conference Count Display returns. The LCD indicat turns off. 1. While on a conference call, press the Conferee Selectable Display Key. The LCD indicat turns on. Continue to press the key until the conferee you want to delete appears on the screen. 2. Press the Individual Line (DN) Key on which the conference call is established. The selected conferee is disconnected from the call. Note: If there are additional conferees to be disconnected, press the Conferee Selectable Display Key until the conferee that is to be disconnected is displayed on the screen. 3. Press the Goodbye Key. If configured theconferencecountdisplayreturns and is updated to reflect the revised total count of conferees. The LCD indicat tuns off. 59

68 Talk with me than one person Use Group Call Group Call automatically calls members of a predefined group, one at a time, until they have all answered. Ask your netwk administrat f details on how to create a conference call group. To call group members: Press an Individual Line (DN) Key. GroupCall 2. Press the Group Call Key enter the Group Call FFC. The feature automatically calls all group members. The icon flashes until all members answer. Their phone numbers appear on the displayastheyanswer.whenthelast person answers, the Group Call indicat lights steadily. Note 1: When a person in your group is on a conference call another group call, they are not connected to your group call. Note 2: After all the people in the group have answered, only the person who made the group call can put the call on hold. 60

69 Talk with me than one person To answer a Group Call: 2637 Press the Individual Line (DN) Key beside the flashing LCD indicat. Note 1: If you are on a call and you receive three 10-second tones, this is the notification of a group call on your current extension. Note 2: If you are on a call on another Individual Line (DN) on your telephone when a group call is made, you receive a long tone through the handset headset. Note 3: You do not receive notification of a group call if you are already on a conference call another group call. ToendaGroupCall: Goodbye Press the Goodbye Key. Note: When the person who made the group call disconnects, the call terminates f all members of the group. However, the members of the Group Call can disconnect from the call and not affect other members on the call. 61

70 Additional Call Features Additional Call Features Use the buzz signal Buzz allows one person, whose telephone is linked to another telephone, to signal the other telephone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visit, a request. To buzz the telephone linked to yours: Buzz Press the Buzz Key. The telephone linked to yours, buzzes as long as you hold down the key. Call Page to make an announcement Call Page allows you to make an announcement over the paging system. To make a page call, dial the paging trunk access code. Note: When the Page Key is used on an attendant console it overrides the telephones; the telephones are disconnected and must re-access the paging trunk. To connect to the paging system: Press an Individual Line (DN) Key. 2. Dial the paging trunk access code. The connection to the paging system is complete. 3. Make your announcement. To disconnect from the paging system: Goodbye Press the Goodbye Key. 62

71 Additional Call Features ChargeFceChargeacall Call Charge allows you to charge a call to a specific account. Fced Charge Account allows you to charge long-distance calls from a telephone restricted to local calls. Tochargefcechargealocala long-distance call to an account befe you dial: Press an Individual Line (DN) Key. Account 2. Press the Account Key. The screen displays Enter account number. 3. Dial thechargeaccountnumber.use the Clear Key Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call. OK 4. Press the OK Key. 5. Dial the number. To charge a call in progress: Charge Account 1. Press the Charge Key. The screen displays Select Charge type. 2. Press the Account Key. The screen displays Enter account number. 3. Dial thechargeaccountnumber.use the Clear Key Delete Key to edit the number. Press the Exit Key to leave the screen without charging the call. 63

72 Additional Call Features OK 4. Press the OK Key. You return to your call. To charge a call to an account when you transfer a call: Trans Account 1. Press the Transfer Key. The call is placed on hold. 2. Press the Account Key. 3. Dial charge account number. You receive dial tone. 4. Dial the number of the telephone where the call is to be transferred. Connect To charge a call to an account when you add someone to a conference call: Conf Account 5. Press the Connect Key when you hear the telephone ring. Note: You can use the Swap Key to talk privately to the person at the transfer number befe you press the Connect Key. 1. Press the Conference Key. The call is placed on hold. 2. Press the Account Key. 3. Dial thechargeaccountnumber. You receive dial tone. 4. Dial the number of the person you want to add to the conference. 64

73 Additional Call Features Swap Connect Enhanced Override Feature 5. Press the Swap Key to switch between talking with the iginal caller and the new caller. Press the Connect Key to complete the conference. Enhanced Override allows you to override an active call after you have attempted a Fced Camp-on. Use Enhanced Override when you make either a simple call a consultation call (i.e., place a call on hold and call another party). To use Enhanced Override: 1. Dial a telephone number and receive abusysignal. Override Override To end the connection: Goodbye 2. Press the Override Key enter the Override FFC to initiate a Fced Camp-on. If either of the persons on the call disconnects at this time, you receive an overflow (fast busyengaged) signal. 3. Press the Override Key again enter the Override FFC again. The other two persons on the call receive an override tone and a conference call is established between the three of you. If anyone disconnects, the other two persons will remain connected. Press the Goodbye Key. 65

74 Additional Call Features Fced Camp-on Fced Camp-on allows your telephone to automatically ring another telephone as soon as that telephone disconnects from its current call. Fced Camp-on allows you to camp-on both internal and external calls. To use Fced Camp-on: 1. Dial a telephone number and receive abusysignal. Override To answer a camped-on call: Press the Override Key, enter the Override FFC, to initiate a Fced Camp-on. Note: The person you called hears a tone, and you hear ringringback signal busyengaged signal (depending on the options chosen). You are now camped-on to the number you dialed. 3. When the person you called finishes their call, your telephone automatically dials the number. Both your telephone and their telephone ring. Press the Individual Line (DN) Key beside the flashing LCD indicat. You are connected to the camped-on caller. Note: Your telephone can be programmed f either Camp-on Call Waiting, but not both. 66

75 Additional Call Features Override Feature You can Override a busy signal and interrupt another call. To override a busyengaged signal: 1. Dial a telephone number and receive abusysignal. Override To end the connection: 2. Press the Override Key, enter the Override FFC. Thepeopleonthecallinprogress receive a tone f approximately one second; the feature connects the three of you together. A sht tone repeats every sixteen seconds. Goodbye Press the Goodbye Key. Privacy Release Feature Privacy Release allows one me people who share your DN to join your call. TousePrivacyReleasewhileonan established call: PrivRls Press the Privacy Release Key while you are on a call. Other persons can now join the call, if they press the shared Line (MADN) Key on their telephone. 67

76 Additional Call Features Radio Paging Some telephone systems can have an on-site Radio Paging system. This system feature allows you to page a person and stay on the line until they answer. The paged person answers the call when they enter a special Paging Meet - me code from any telephone. This connects the person paged to the party who paged them. To use Automatic Pre-selection ( Meet - me page): Press an Individual Line (DN) Key. 2. Dial the Radio Paging FFC. You receive paging dial tone. 3. Dial the number of the party you want to page. You receive ringbackring tone. Note 1: The person you paged uses any telephone to enter a Radio Paging Answer code, plus their own DN. This action connects you and the person paged. Note 2: If your call goes unanswered f a preset time period, you receive a continuous high pitched tone then silence. Press the Goodbye Key. To use Automatic Post selection: RadioPage The called party is either busy on the telephone away from the desk. To page the called party there is no need to redial the number of the called party. 1. Press the Radio Page Key. You receive special dial tone. 2. Dial the Radio Paging Access FFC. You receive ringbackring tone. 68

77 Additional Call Features Note 1: The person you have paged can proceed to any telephone, enter their Radio Paging Answer code plus their own DN. This action connects you and the person paged. Note 2: You receive a fifteen second, high pitched tone, then silence if the party paged does not answer the call within a preset time period. When you receive this signal, replace the handset press the Goodbye Key. To use the Special Radio Paging features: 2637 If you carry a Radio Pager, you will receive a paging indication when another Meridian 1 telephone user access the Radio Paging system and dials your DN. If the Radio Paging system is set up to function in Meet - me mode, you can use the following steps to answer the paging call from any Meridian 1 extension. 1. Press an Individual Line (DN) Key. 2. Dial the Radio Paging Answer FFC. You receive paging tone. 3. Dial your own DN. You are connected to the paging caller. Note: If the paging caller has hung up you will receive a steady high-pitched tone. 69

78 Additional Call Features Voice Call The Voice Call feature allows you to page another person make an announcement through someone else s telephone speaker. To make a voice call: Press an Individual Line (DN) Key. VoiceCall Goodbye 2. Press the Voice Call Key. 3. Make your announcement. 4. Press the Goodbye Key. To respond to a voice call: Use the Voice Messaging control screens Your telephone rings once and you hear the caller's voice through your speaker. Lift the handset. The Voice Messaging control screens allow you to send commands while connected to your voice messaging system using the Soft Keys instead of the dial pad. To use Voice Messaging controls: Press an Individual Line (DN) Key. Message 2. Press the Message Key. 3. Use the dial pad to log in to your voice mailbox. Vmsg 4. Press the Voice Message Key. Play 5. Press the Play Key to play your first new message. Note: Use the Me...Key to view additional message options. 70

79 Additional Call Features Stop Last Next Delete 6. Press the Stop Key to pause playback of the message. Press Play to resume playback Press the Last Keytogototheprevious message. Press Play to playback the message Press Last again to move to previous messages. Press the Next Keytogotothenext message. Press Play to playback the message Press Next again to move to later messages. Press the Delete Key to delete the current message. Skip-> Skip<- Quit Press the Skip Fward Key to advance three seconds in the current message. Press the Skip Backward Key to rewind three seconds in the current message. 7. Press the Quit Key at any time to exit your voice messaging system. Your telephone is now ready to make receive new calls. 71

80 Directy display and navigation Directy display and navigation With the M3905 s display, you can view two lines of infmation. The figure below shows the status once you log into the directy. 01 Directies Personal Directy Call Log (Callers List) Select Quit Copy Access your Callers List, Redial List, Personal Directy To access the M3905 DirectyLog: DirLog 1. Press the DirectyLog Key. Note: When you press the DirectyLog Key, your Personal Directy is automatically selected. At this point, you may begin searching the directy using the telephone s dial pad. See Search f an entry on page Use the Navigation Keys to highlight the Personal Directy the Call Log that you want to view. Personal Directy Call Log (Callers List) Call Log (Redial List) Select 3. Press the Select Key. 72

81 Directy display and navigation To access the M3905 Callers List Redial List using a Context Sensitive Soft Key a Programmable Feature Key: Callers Redial To exit the DirectyLog: Quit DirLog Press the Callers Key to access the Callers List, press the Redial Key to access the Redial List. Press the Quit Key the DirectyLog Key to exit. Directy passwd protection You can passwd protect your Personal Directy, Callers List, and Redial list on the M3905. If passwd protection is activated, you will be asked to enter your passwd each time you press the DirectyLog Key. To enable passwd protection: DirLog 1. Press the DirectyLog Key. 2. From the Directies menu, use the Navigation Keys to highlight Passwd Administration. Passwd Administration Select Select 3. Press the Select Key. The Passwd Administration menu appears with Passwd enabled: OFF highlighted. 4. Press the Select Key again to select Passwd enabled: OFF. On 5. Press the On Key to enable passwd protection. 6. Dial the passwd. 73

82 Directy display and navigation Enter 7. Press the Enter Key. 8. Dial the passwd again to confirm your passwd. Enter 9. Press the Enter Key. Done 10. Press the Done Key to save changes. Quit DirLog 11. Press the Quit Key the DirectyLog Key to exit. To disable Personal Directy passwd: DirLog 1. Press the DirectyLog Key. 2. Dial the passwd. Enter 3. Press the Enter Key. 4. Use the Navigation Keys to highlight Passwd Administration. Passwd Administration Select 5. Press the Select Key. The Passwd Administration menu appears with Passwd enabled: ON highlighted. 74

83 Directy display and navigation Select 6. Press the Select Key again to select Passwd enabled: ON. Off 7. Press the Off Key to disable passwd protection. Done 8. Press the Done Key to save changes. Quit DirLog 9. Press the Quit Key the DirectyLog Key to exit. 75

84 Call Log Call Log The Call Log recds the name and number of incoming and outgoing calls and can be passwd protected. You can activate Call Log to recd all calls, recd only the unanswered calls, recd no incoming calls. The Callers List stes incoming calls, and the Redial List stes outgoing calls in der of date and time receivedmade. The oldest call is sted at the top of the list. The newest call is sted at the bottom of the list. The M3905 Call Log list holds up to 100 entries f incoming and 20 entries f outgoing calls. The M3905 can copy a number from the Callers List Redial List and ste it in the Personal Directy. Access and use the Callers List To access the Callers List using the DirectyLog Key: DirLog 1. Press the DirectyLog Key. 2. Use the Navigation Keys to highlight Call Log (Callers List). Call Log (Callers List) Select 3. Press the Select Key. New Old To access the Callers List using a Context Sensitive Soft Key a Programmable Feature Key: Callers 4. Press the New Keytogotothetopof thenewcallslist,presstheold Key to go to the top of the old calls list. Press the Callers Key. You are presented with the first call in the new calls list. 76

85 Call Log To make a call from the Callers List: Use the Navigation Keys to highlight the number you want to call. Note 1: If you are calling an external long distance number, you will need to edit the number to add the access codes required by your system to make an external long distance call. Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string. Dial 2. Press the Dial Key to call the number selected To exit the Callers List without making a call: Quit DirLog 3. Press an Individual Line (DN) Key. Your call is automatically dialed and you exit the Callers List. Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key. Press the Quit Key the DirectyLog Key to exit. Access and use the Redial List The Redial List recds your last 20 outgoing calls and can be passwd protected. On the M3905, you can copy these numbers to your Personal Directy. To access the Redial List using the DirectyLog Key: DirLog 1. Press the DirectyLog Key. 77

86 Call Log 2. Use the Navigation Keys to highlight Call Log (Redial List). Call Log (Redial List) Select 3. Press Select. To access the Redial List using a Context Sensitive Soft Key a Programmable Feature Key: Redial To make a call from the Redial List: Dial Press the Redial Key. You are presented with the most recently dialed number. 1. Use the Navigation Keys to highlight the number you want to call. Note: If you are calling an external long distance number, be sure that the appropriate access codes are included. 2. Press the Dial Key Press an Individual Line (DN) Key. Your call is automatically dialed and you exit the Redial List. Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key. 78

87 Use the Personal Directy Use the Personal Directy The Personal Directy provides a personalized directy of names and telephone numbers. The Personal Directy allows you to add, delete, search, and edit entries and can be passwd protected. The Personal Directy holds up to 100 entries (an entry is one name and one telephone number). You can add a directy entry by copying the entry from your Callers List Redial List. You can also add entries with the AddNew Key by using the Personal Directy PC Utility application. The Personal Directy PC Utility uses an accessy cartridge to connect your PC and your M3905 telephone. You can create a directy on your Personal Computer and transfer it to your M3905 Call Center telephone. Access the Personal Directy DirLog 1. Press the DirectyLog Key. Select Add a Personal Directy entry After accessing your Personal Directy: 2. Press the Select Key in the Directies menu to select Personal Directy. Note: When you press the DirectyLog Key, your Personal Directy is automatically selected. At this point, you may begin searching the directy using the telephone s dial pad. See Search f an entry on page 86. AddNew 1. Press the Add New Key. 2. Dial the new name. 79

88 Use the Personal Directy Example: To enter the name and telephone number f Chris: Next 1. Dial the name using the key pad. Note: Press the Up Navigation Key to access special characters you may want to include in the name. Use the Navigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a special character. 2. Press the dial pad key with the desired letter repeatedly until that letter appears on the display. 3. Press the right arrow keytogotothe next letter. Note: The curs automatically advances to the next position, if a different-from-last key is pressed, after a sht pause. 4. Press the Next Key. 5. Use the dial pad to enter the telephone number associated with the name entered above. Note 1: If you are adding an external long distance number, be sure to include the access codes required by your system to make an external long distance call. Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string. Done Quit DirLog 6. When you have finished entering all of the digits, press the Done Key to save the changes. 7. Press the Quit Key the DirectyLog Key to exit. 80

89 Use the Personal Directy Add an incoming call Copy 1. Press the Copy Key. Thedisplaysshowsthemessage Copy to. Dirctry 2. Press the Directy Key. Next Clear Next 3. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note f step4)andgotostep5. Press Clear to make changes to the name befe saving. Add the name using the dial pad, Delete, andcase Keys as needed. 4. Press the Next Key. Make changes to the telephone number if required Note 1: If you are copying an external long distance number, be sure to add the access codes required by your system to make an external long distance call. Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string. Done 5. Press the Done Keytosavetheentryin your directy. Quit DirLog 6. Press the Quit Key the DirectyLog Key to exit. Note: You can edit the name number befe after you save to the directy. 81

90 Use the Personal Directy Add an outgoing call Copy 1. After the person you called answers, press the Copy Key. The displays shows Copy to. Dirctry Next 2. Press the Directy Key. 3. Add the name, using the dial pad, Delete, and Case Keys as needed. 4. Press the Next Key. Done 5. Press the Done Key to save the changes. Quit DirLog 6. Press the Quit Key the DirectyLog Key to exit. Note: You can edit the name number befe after you save to the Directy. 82

91 Use the Personal Directy Delete edit a Personal Directy entry To delete a Personal Directy entry: 1. Use the Navigation Keys to highlight the entry you want to edit delete. Delete Yes 2. Press the Delete Key to delete the currently highlighted entry in your Personal Directy. 3. Press the Yes Key to confirm the deletion. To edit a Personal Directy entry: Edit 1. Press the Edit Key to change the telephone number name. 2. Use the Navigation Keys to highlight the character you want to change. 3. Use the dial pad to enter the desired changes. Refer to Add a Personal Directy entry on page 79 f an example of how to use the dial pad to enter names. Next 4. Press the Next Key. Edit the number if necessary. Done 5. Press the Done Key to save the changes. Quit DirLog 6. Press the Quit Key the DirectyLog Key to exit. 83

92 Use the Personal Directy Delete your Personal Directy To delete your Personal Directy: DelList Yes No Quit DirLog 1. Press the Delete List Key. The display shows Delete all entries?. 2. Press the Yes Key if you want to delete all the entries in your Personal Directy, press the No Key if you want to return to the top of the Personal Directy with no changes made. 3. Press the Quit Key the DirectyLog Key to exit. Use the Personal Directy to make a call To use the Personal Directy to make a call: Purchasing Dial 1. Use the Navigation Keys to highlight the desired name number. Note: If you are dialing an external long distance number, be sure that your directy entry includes the access codes required by your system to make an external long distance call. 2. Press the Dial Key Press an Individual Line (DN) Key to call the person whose name is highlighted. Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key. 84

93 Use the Personal Directy Use Card View The Card View feature provides additional infmation about the Personal Directy entry. To look at the Card View: Purchasing 1. Use the Navigation Keys to highlight the desired name. 2. Press the right Navigation Key. To dial from the Card View: 1. Use the Navigation Keys to show the name and number of the currently selected entry in the Card View. Note: If you are dialing an external long distance number, be sure that your directy entry includes the access codes required by your system to make an external long distance call. Dial 2. Press the Dial Key To exit the Card View: 3. Press an Individual Line (DN) Key to call the person whose name is highlighted. Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key. Press the left Navigation Key to leave the Card View and return to the selected name. 85

94 Use the Personal Directy Search f an entry You can search f a particular entry in your Personal Directy. To search f an entr y: Personal Directy 1. Use the Navigation Keys to highlight Personal Directy. Select 2. You may press the Select Key proceed directly to step 3. Copy a number from the Redial List 3. Use the dial pad to enter the first letter ofthenameyourareseeking.f example, press the key twice to go to the first entry that begins with the letter B. You can copy a number from the Redial List to the Personal Directy. To copy a number from the Redial List: Use the Navigation Keys to highlight thenamenumberinyourrediallist thatyouwanttocopytoyourpersonal Directy. Copy 2. Press the Copy Key. The displays shows Copy to. Dirctry 3. Press the Directy Key. 86

95 Use the Personal Directy Next Clear Next Done 4. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note f step 5), and go to step 6. Press Clear to make changes to the name befe saving. Add the name using the dial pad, Delete, andcase Keys as needed. 5. Press the Next Key. Make changes to the telephone number, if required. Note: If you are copying an external long distance number, be sure that your directy entry includes the access codes required by your system to make an external long distance call. 6. Press the Done Key. The entry is saved to your Personal Directy and you are returned to the Redial List. 87

96 Set-to-Set Messaging Set-to-Set Messaging With the Set-to-Set Messaging application activated, an internal caller using an M3903, M3904, M3905 receives a quick visual message, which you have selected, whenever they dial your telephone number. The length of your message is limited to 24 characters. The message is entered through the dial pad keys using a process similar to the one used f entering names in the Personal Directy. Your netwk administrat may provide access to a list of up to ten messages which you may customize and select as your current set-to-set message. Only one message at a time may be customized and only one message can be sted in your telephone s memy. You can check your Call Log to determine whether not a caller was sent the set-to-set message. A will appear beside the call log entry of the callers who saw your message. To access Set-to-Set Messaging: App's 1. Press the Applications Key. 2. From the Applications menu, use the Navigation Keys to highlight Set to Set Messaging. Set to Set Messaging Select To edit the currently sted message, to create a new message: Edit 3. Press the Select Key. The Set-Set Msg screen appears indicating the status of the feature (on off) and whether not a message is sted (defined) in memy. Note: If you have activated passwd protection on your DirectyLog, you will need to enter your passwd to continue. 1. Press the Edit Key. 88

97 Set-to-Set Messaging 2. From the Edit Mode screen, use the dial pad to enter a text message. Press the Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Cancel Key to exit the screen without saving changes. Note 1: Please refer to Add a Personal Directy entry on page 79 f detailed instructions on using your telephone s dial pad to enter text. Note 2: While in the Edit Mode screen, Press the Up Navigation Key to access special characters you may want to include inthename.usethenavigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a special character. Done To select a message provided by your netwk administrat: Select 3. Press the Done Key. Your message is saved and you return to the Set-to-Set Message Screen. 1. From the Set-to-Set Message screen, use the Navigation Keys to scroll through the list of available messages. 2. Press the Select Key to choose the currently displayed message. Tocustomizeamessageprovidedby your netwk administrat: Edit 1. From the Set-to-Set Message screen, use the Navigation Keys to scroll through the list of available messages. 2. Press the Edit Key to choose the currently displayed message. 89

98 Set-to-Set Messaging 3. From the Edit Mode screen, use the dial pad to customize the message. Press the Delete Key to delete a character. Press the Case Key to toggle between upper and lower case characters. Press the Cancel Key to exit the screen without saving changes. Note 1: Please refer to Add a Personal Directy entry on page 79 f detailed instructions on using your telephone s dial pad to enter text. Note 2: While in the Edit Mode screen, Press the Up Navigation Key to access special characters you may want to include inthename.usethenavigation Keys to locate the character you want to include. Press the Select Key to choose the highlighted character. Press the Return Key to return to name entry without selecting a special character. Done To activate deactivate Set-to-Set Messaging and exit the application: On Off 4. Press the Done Key. Your message is saved and you return to the Set-Set Msg Screen. Note: If you scroll to a different message in the Set-Set Msg screen, and press the Select Key, your changes are erased. 1. Press the On KeyOff Key to toggle the Set-to-Set Messaging status between On and Off. Note 1: If messages have not been provided by your netwk administrat and a message has not been defined, the On Off Keys will not appear. Use the Edit Key to enter a message befe activating Set-to-Set Messaging. 90

99 Cpate Directy Quit App's Cpate Directy Note 2: If messages have been provided by your netwk administrat, up and down arrows appear on the right side of the display. The On and Off Keys appear f the most recently selected message. 2. Press the Quit Key the Applications Key to exit the Set-to-Set Messaging application. Note: If you press the Quit Key the Applications Key befe you press the Done Key, you exit the application without saving your changes. The Cpate Directy application allows you to search by entering the characters in the name of the person you are calling, beginning with the last name. Once you have located the name and number of the person, you may use the dial soft key to call the number. You may copy an entry from the Cpate Directy and paste it into your telephone s Personal Directy f quick access. To use the Cpate Directy application: App's Cpate Directy Select 1. Press the Applications Key. Note: If, when you press the Applications Key, Cpate Directy is highlighted, you may proceed directly to step From the Applications menu, use the Navigation Keys to highlight Cpate Directy. 3. You may press the Select Key proceed directly to step 4. The Cpate Directy Find screen appears. 4. Use the dial pad to enter the name of the person you want to call. Enter the last name first. Separate the last name and first name with a comma. 91

100 Cpate Directy Done Note 1: Thecommaisthefirstcharacteron the Key on your dial pad. Note 2: You do not need to enter the entire name. When the Done Key is pressed, the application will highlight the first directy entry that matches the text that you entered. 5. Press the Done Key. The application highlights the first entry that matches the text you entered in step 4. If there is no match, the screen displays No matches found f... (the text that you entered). 6. Use the Navigation Keys to scroll through the directy. Note: The entire directy is available. The find process determines which directy entry to select as your starting point. Dial 7. If desired, use the Right Navigation Keytomovefrom list viewto card view. In card view, the telephone and department numbers f the entry are viewable. Use the Left Navigation Key to return to list view. Note: Whileyouareincardview,you may use the Up Down Navigation Key to scroll through directy entries. 8. Press the Dial Key Press an Individual Line (DN) Key to call the person whose name is highlighted. Note: Outgoing calls may not be placed on your ACD DN using your In-Calls Key. 92

101 Cpate Directy To find another directy listing to refine your current directy search: NewFind Resume To exit the Cpate Directy application: Quit App's Press the NewFind Key to begin a new search, press the Resume Key to enter additional characters so that you may narrow your search. Press the Quit Key the Applications Key. To copy an entry from the Cpate Directy to your telephone s Personal Directy: Copy 1. With the entry selected in the Cpate Directy, press the Copy Key. Dirctry 2. In the Copy to screen, press the Directy Key to copy the name and telephone number to your Personal Directy. After you complete editing and entering the name and telephone number, you are returned to the Cpate Directy. 93

102 Accessies f the M3905 Call Center telephone Accessies f the M3905 Call Center telephone Optional items are available f use with your M3905 Call Center telephone. Please contact your System Administrat f additional details. Accessy Connection Module (ACM) The Accessy Connection Module (ACM) provides the interface f adding the Analog Terminal Adapter, External Alerter and Recder Interface, Personal Directy PC Utility, and Computer Telephony Integration Adapter. Additional Key Caps Four of the bottom six keys may be re-configured to meet your specific business needs. You may der an optional key cap kit which provides labeled key caps f these keys. The kit provides a key cap f each of the following features: Answer Agent, Activity, Answer Emergency, Observe Agent, and Display Calls Waiting. Analog Terminal Adapter (ATA) The Analog Terminal Adapter (ATA) allows you to connect an analog device such as a modem fax machine to your telephone. Computer Telephony Integration Adapter (CTIA) The Computer Telephony Integration Adapter (CTIA) provides an interface between your M3905 Call Center telephone and your PC f first party call control applications. The CTIA also functions as a Personal Directy PC Utility Cartridge when used with the optional Personal Directy PC Utility software. Display-based Expansion Module The Display-based Expansion Module provides additional line (DN) feature keys f the M3905. The Display-based Expansion Module has eight keys on three different layers f a total of 24 additional line (DN) feature keys. The three layers are accessed through the use of a page key. The M3905 will suppt one Display-based Expansion Module. External Alerter and Recder Interface The External Alerter and Recder Interface lets you connect a remote ringer, indicat light, recding device to your telephone. 94

103 Accessies f the M3905 Call Center telephone Handset The M3905 Call Center telephone is not shipped with a handset. A handset is available as a hardware option f the telephone. Headsets Amplified and unamplified Headsets are compatible with your M3905 Call Center telephone. The amplified headset is an option f noisy environments. Headsets vary in electrical, physical and audio characteristics. Perfmance perception is subjective so it is recommended that the headset user try using their headset with each of the three settings on both internal and external calls to determine which wks best f them. To adjust the headset volume, go to the Options menu, Headset types and select one of the headset types from the sub-menu item: Headset 1, Headset 2 Amplified. Refer to your distribut f the latest product bulletin from Ntel Netwks f recommended headset types f the M3905 Call Center telephone. Key-based Expansion Module The Key-based Expansion Module provides additional line (DN) feature keys f the M3905. You can add up to two Key-based Expansion Modules. Personal Directy PC Utility The Personal Directy PC Utility provides a faster, easier way to create modify the Personal Directy on the M3905. You can enter names and numbers into a directy file on your PC, and download the file directly from the PC to the M3905 through a serial pt connection. You can also upload the Personal Directy from the M3905 to your PC so that you can modify the directy. The PC and the M3905 are connected using the Personal Directy PC Utility Cartridge. The Computer Telephony Integration Adapter (CTIA) may also be used to connect the PC and the M3905 when used with the optional Personal Directy PC Utility software. 95

104 Flexible Feature Codes (FFCs) Flexible Feature Codes (FFCs) Call Detail Recding Charge Account Call Fward All Calls Activate Call Fward All Calls Deactivate Call Fward All Calls Verify Internal Call Fward Activate Internal Call Fward Deactivate Remote Call Fward Activate Remote Call Fward Deactivate Park Call Park Call Access Pickup Ringing Number Pickup Group Make Set Busy Deactivate Malicious Call Trace Override Radio Paging Radio Paging Access Radio Paging Answer Ring Again Activate Ring Again Deactivate Speed Call Controller Speed Call User System Speed Call User Station Control Passwd Change Pickup Directy Number Electronic Lock Activate Electronic Lock Deactivate Group Call Make Set Busy Activate 96

105 Index A access the Personal Directy 79 Accessy Connection Module (ACM) 94 ACD calls 23 Activity code 23 additional key caps 94 agent ID 20 agent keys 29 Agent Return 27 Agent Walkaway 27 Analog Terminal Adapter (ATA) 94 announcement 62, 70 Answer Agent 29 answer calls 42 Answer Emergency 29 Answer Supervis 26 App s Key4 applications Cpate Directy 91 Set-to-Set Messaging 88 area code setup 15 Attendant Recall 45 Auto Dial 37 display number 37 Automatic Answerback 49 B Busy Override 67 buzz 62 C call accounting 47 Call Agent 30 Call Charge 63 Call Fcing 24 Call Fward 33, 52 Internal 53 call hold 43 Call Join 58 Call Log 76 access 72 Call Log options 14 Call Page 62 Call Park 45 Call party infmation 7 Call Pickup 50 Call Supervis 26 call timer 16 Call Trace 48 call transfer 43 Call Waiting 51 Callers List 76 Calling Party Number 47 Calls Waiting indicat 33 camp-on fced 65, 66 Card View 85 charge account 47 Charge Account, Fced 63 charge calls 63 Computer Telephony Integration Adapter (CTIA) 94, 95 Conference 48, 57, 59 Conference with Supervis 27 Context Sensitive Soft Keys 7 copy from Redial List 86 Copy Key 3 Cpate Directy 91 D date fmat 16 Datetime display feature 7 Dial Tone interrupted 7 special 8 dialing on-hook 36 predial 36 DirLog Key 4 Direct Inward System Access 54, 55 directy passwd protection 73 Directy Number 7 Directy Number (DN) Key 4 DirectyLog Key 73, 79 display M Display Agents 35 97

106 Index display diagnostics 18 Display Key 48 Display Queue 33 Display-based Expansion Module 94, 95 DN 7 Done Key 4, 10 E Electronic Lock 56 Emergency supervis 29 End ACD call 24 Enhanced Override 65 External Alerter and Recder Interface 95 F Feature Access Code (FAC) 36, 48, 50, 67 Feature Access Codes (FAC) 7 Feature display 7 feature key change label 11 Fixed key 7 Flexible Feature Code (FFC) 7, 36, 40, 48, 50, 53, 54, 55, 56, 60, 65, 67, 68 Fced Camp-on 65, 66 fward calls all calls 52 internal calls 53 remote activation 54 G Goodbye Key 3 Group Call 60 H Headset interface 19 talklisten 30 Headset Key 3, 5 headsetptexternalalerter18 headsetptoncall17 headset type, setting 17 headsets 95 Hold 43, 51 Hold Key 3 Hot Line 40 I In-Calls Key 5 Indicat status 7 Individual Line (DN) Key 48 Infmation display 7 Intercom 41 Interflow 31 Internal Call Fward 53 Interrupted dial tone 7 J join a call 58 K key click 16 Key-based Expansion Module 95 keys Applications Key 4 Context Sensitive Soft Keys 4 Copy Key 3 DirectyLog Key 4, 73, 79 Display Key 48 Done Key 4, 10 Feature Key 11 Goodbye Key 3 Headset Key 3, 5 Hold Key 3 Line (DN) Key 3, 4 Me... Key 4 Mute Key 3 Navigation Keys 3, 10 Options Key 4, 10 Programmable Line (DN)Feature Key 4, 11 Quit Key 4, 10 Select Key 10 Volume Control Bar 3 L language selection 11 Last Number Redial 38 Line (DN) Key 3 Line Key 4 98

107 Index live dial pad 15 Log out standard 20 M M3904 display 9 Malicious Call Trace 48 Meridian 1 7 Me... Key 4 Multiple Appearance Directy Number (MADN) 67 Multiple Queue Assignment (MQA) 20 Mute Key 3 N Navigation Keys 3, 10 Night Service 32 Non-ACD calls 26 Not Ready 25, 28, 29 O Observe Agent 31 Off-hook 7 on-hook dialing 36 Options Key 4, 10 Options List 10 Override 65, 67 override enhanced 65 P page 62 Meet - me page 68 paging 68 Paging tone 7, 8 park 45 passwd directy 73 passwd change 56 Personal Directy 73, 79, 86 add an entry 79 Card View 85 delete directy 84 delete entries 83 edit entries 83 make calls from directy 84 search 86 Personal Directy PC Utility 94, 95 pickup 50 position ID 29 Predial 36 preferred name match 15 Primary Directy Number (DN) key 8 Priity 20 Privacy Release 67 Private Line 8 Programmable Line (DN)Feature Key 4, 11, 12 Q Quit Key 4, 10 R Radio Paging 68 recall attendant 45 Timed Reminder Recall 44 receive calls 42 Redial 38 Redial List 76, 77, 86 access 72 Release 5 Remote Call Fward 54 Return from Walkaway 28 Ring Again 38 ring tone 66 ring type 14 ringback 66 Ringbackring tone 7 S screen contrast 13 Secondary DN calls 24 secure your telephone 56 Select Key 10 Selectable Conferee Display and Disconnect 59 Set-to-Set Messaging 88 Shared Directy Numbers 8 special characters, entering 12, 80, 89, 90 Special dial tone 8 99

108 Index Speed Call 39 Speed Call Controller 39 Speed Call, System 40 Station Control Passwd 54, 55, 56 Supervis 20, 26 Supervis ID 20 Switchhook 8 System Speed Call 40 T time fmat 16 Timed Reminder Recall 44 trace 48 Transfer 43, 48 Transfer to Supervis 27 V Vmsg 70 Voice Call 70 Voice Messaging control 70 Volume Control Bar 3 volume, adjust

109 While you are away from your desk: Call Fward 38

110 Title to and ownership of Meridian SL-1 software shall at all times remain with Ntel Netwks. Meridian SL-1 software shall not be sold outright and the use thereof by the customer shall be subject to the parties entering into software agreements as specified by Ntel Netwks. Infmation contained in this document is subject to change. Ntel Netwks reserves the right, without notice, to make changes in equipment design program components as progress in engineering, manufacturing technology may warrant. Redering number: NT2F80EB A (co 5 each per package P ) Internal Manufacturing part number: P Issue 1.00 January 2002 Printed in Canada