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 9 M3905 Call Center telephone 9 M3905 Call Center telephone keys 10 Your Telephone s Controls 11 Fixed and programmable telephone keys 11 Fixed Automatic Call Distribution (ACD) Feature Keys 13 Terms you should know 15 Directy Numbers 16 Primary Directy Number 16 Individual Directy Number 16 Your telephone s display 17 M3905 Call Center telephone display 17 Options List 18 Select a language 19 Change a Feature Key label 19 Adjust Screen contrast 21 Adjust volume 21 Choose Ring type 22 Select Call Log options 22 Use Live dial pad 23 Select Preferred name match 23 Set up area code 23 Enable Call timer 24 Select Datetime fmat 24 Enable Key click 24 Headset type selection 25 Use Headset pt on call 25 Activate Headset pt external alerter 26 Display diagnostics 26 Call Center AgentSupervis Features 27 3

4 Contents Headset interface 27 Agent login 27 Login with Agent ID and Multiple Queue Assignment (MQA) 28 Crect errs during the login procedure 29 Default login 30 Agent logout 30 Call Center Agent features 31 Use Activity Code 31 Answer Call Center calls 31 Call Fcing 32 Use the Emergency Key 33 Use Not Ready 33 Activate Make Set Busy 33 Answer make non-acd calls 34 Contact your supervis 34 Use Walkaway and Return from Walkaway 35 Call Center Supervis features 37 Agent Keys 37 Answer Agent 37 Answer Emergency 37 Call Agent 38 Use the Supervis Observe and Supervis Headset Jack 38 Observe Agent 39 Interflow 39 Night Service 40 Viewing queue status 41 The ACD Calls Waiting status indicat 41 Display Queue 42 Display agent status 43 Your telephone s non-acd call features 44 Make a call 44 Use the Predial feature 44 4 Draft 0.01

5 Contents Auto Dial 45 Ring Again 46 Redial last number called 46 Use Speed Call 47 Make a System Speed Call 48 Use Hot Line 48 Make an Intercom call 49 Answer a call 50 While on an active call 51 Place a call on Hold 51 Transfer a call 51 Use Timed Reminder Recall 52 Use Attendant Recall 53 Use Call Park 53 Calling Party NumberCharge Account 55 Display incoming calls 56 Trace a Malicious call 56 Incoming calls 57 Activate Automatic Answerback 57 Activate Call Pickup 58 Use Call Waiting 59 While you are away from your desk 60 Fward calls 60 Fward internal calls only 61 Use Remote Call Fward 62 Secure your telephone 64 Talk with me than one person 65 Set up a Conference call 65 Join a call 66 Selectable Conferee Display and Disconnect 67 Use Group Call 68 5

6 Contents Additional Call Features 70 Use the buzz signal 70 Call Page to make an announcement 70 Charge Fce Charge a call 71 Enhanced Override Feature 73 Fced Camp-on 74 Override Feature 75 Privacy Release Feature 75 Radio Paging 76 Voice Call 78 Use the Voice Messaging control screens 78 Directy display and navigation 80 Access your Callers List, Redial List, Personal Directy 80 Directy passwd protection 81 Call Log 84 Access and use the Callers List 84 Access and use the Redial List 85 Use the Personal Directy 87 Access the Personal Directy 87 Add a Personal Directy entry 87 Add an incoming call 89 Add an outgoing call 90 Delete edit a Personal Directy entry 91 Delete your Personal Directy 92 Use the Personal Directy to make a call 92 Use Card View 93 Search f an entry 94 Copy a number from the Redial List 94 Set-to-Set Messaging 96 Cpate Directy 99 6 Draft 0.01

7 Contents Accessies f the M3905 Call Center telephone 102 Accessy Connection Module (ACM) 102 Additional Key Caps 102 Analog Terminal Adapter (ATA) 102 Computer Telephony Integration Adapter (CTIA) 102 Display-based Expansion Module 102 External Alerter and Recder Interface 102 Handset 103 Headsets 103 Key-based Expansion Module 103 Personal Directy PC Utility 103 Flexible Feature Codes (FFCs) 104 7

8 Contents 8 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 102 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 9

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

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. 11

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. 12

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. 13

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. 14

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-Calls Key your Primary (ACD) DN Key. 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. 15

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 The lower right Programmable Line (DN)Feature Key is the ACD Primary 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. 16

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 gives line and feature status 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 11 f infmation on the specialized keys on your M3905 Call Center telephone. 17

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 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. Done 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, you exit the Options List without saving your changes. 18

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. 19

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 87. 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 Key to return to the Options 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). 20

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. Use the procedure above to adjust the volume on the following items: 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. 21

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. 22

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 Key to turn on Live dial pad, 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. Note: Preferred name match cannot suppt Dialed Number Identification Services (DNIS) interwking unless the preferred name configured (within the set) is less than equal in length to the CPNDDNIS name configured on the Call Server. 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. 23

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. 24

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. 25

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 Key to return to the Options List menu. Press the Quit Key Options Key to exit. 26

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 recommended headset types f use with the M3905 Call Center telephone. Test your headset with the telephone befe using the telephone to receive calls. 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. 27

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 specify a Supervis ID (even in the case where agents are required to enter 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: To login with Supervis ID and 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. 28

29 Call Center AgentSupervis Features To login with Supervis ID and with 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. 29

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 Agent logout 1. Press the In-Calls Key. 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. Make Busy 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. 30

31 Call Center Agent features Call Center Agent features This section explains the features that are available to ACD agent positions. Use Activity Code This feature allows you to recd the type of activity you are perfming. On the 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 Key press the In-Calls Key a second time. 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. 31

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. 32

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. 33

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. 34

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. 35

36 Call Center Agent features To Walkaway while in Not Ready mode (Not Ready LED LCD indicat is on, and Not Ready is shown on the display): Not Ready 1. Press the Not Ready Key. Hold 2. Press the Hold Key. 3. Disconnect the headset. To return from Walkaway: In - Calls Not Ready 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. 36

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 No agent logged in at this position. 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 state and the Answer Emergency indicat lights continuously. You are connected to the call. 37

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. 38

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 flashes and excess calls are routed to the destination. 39

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. 40

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. 41

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. 42

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. 43

44 Your telephone s non-acd call features 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 the Live dial pad feature is active. 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 19 f detailed instructions. 45

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. 46

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 a one, two, three digit code. 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. 47