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M3905 Call Center
Meridian Digital
Telephone
User Guide
Enterprise Voice Solutions Customer Documentation
Nortel Knowledge Network
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While you are away from your desk: Call Forward 38
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Table of Contents Introduction to your M3905 Call Center Telephone 1 M3905 Call Center telephone ................................................................. 1 M3905 Call Center features ................................................................... 2 Available ACD Features on the M3905 ACD telephone ............................ 2 Terms you should know 3 Your Telephone’s Controls 5 Programmable Line/Feature Keys (Self-labeled) ....................................... 5 Line Key ........
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Table of Contents Primary Directory Number ....................................................................10 Individual Directory Number .................................................................11 M3905 Call Center Meridian Digital Telephone 13 Call Center Agent/Supervisor Features 13 Call Center headset interface ................................................................13 Agent login .........................................................................................14
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Table of Contents Your telephone non-ACD call features 31 Make a call 31 Auto Dial ............................................................................................ 31 Redial last number called ..................................................................... 32 Transfer a call ..................................................................................... 33 Use Timed Reminder Recall ................................................................... 34 Set up a Conference
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Table of Contents Call features 52 Use Group Call ....................................................................................52 Use Privacy Release ..............................................................................53 Activate Override .................................................................................54 Activate Override, Enhanced ................................................................54 Use the Buzz signal .............................................
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Table of Contents Handset ..............................................................................................73 Analog Terminal Adapter (ATA) ........................................................... 73 External Alerter and Recorder Interface ................................................. 74 Key-based Expansion Module ............................................................... 74 Meridian Communications Adapter (MCA) ............................................ 74 Feature Cha
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Table of Contents vi Draft 0.01
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Introduction to your M3905 Call Center Telephone Introduction to your M3905 Call Center Telephone Your Call Center Meridian Digital Telephone provides easy access to a wide range of business features. Your telephone system administrator assigns features to your feature keys and provides you with passwords and other codes as required. The Meridian 1 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers. O
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Introduction to your M3905 Call Center Telephone M3905 Call Center features The M3905 Call Center features: • eight Programmable Line/Feature Keys (Self-labeled), giving the user access to eight Line/Feature Keys • four (three layer) Programmable Feature Keys (Self-labeled), giving the user access to twelve Programmable Feature Keys • six Fixed feature keys (configured to fit the users business needs) — Headset (with LED indicator)* —Call Agent —In-Calls* —Observe Agent — Call Supervisor* —Ans
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Terms you should know Agent Features Supervisor Features • Emergency • Answer Agent • Agent Login/Logout • Agent Key(s) • Not Ready • Display agents • Call Supervisor • Supervisor (Headset talk/listen) • Make Set Busy • Night Service • Call Waiting time • Call Agent • Activity Code • Observe Agent •Answer Emergency Terms you should know Attendant — The attendant is a telephone operator in your organization. Call party information—When your telephone rings, the display shows Caller Line Identifi
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Terms you should know Information display—The Information screen displays call activity, lists, prompts, and status of calls. Interrupted dial tone—Interrupted dial tone is a broken or pulsed dial tone, heard when you access some of the features on your telephone. Meridian 1 — The Meridian 1 is your office communications system. Meridian SL-100 — The Meridian SL-100 system is your business communication system. More... — The More Key allows access to the multiple layers of the Programmable F
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Your Telephone’s Controls Your Telephone’s Controls This section describes the features on the M3905 ACD Meridian Digital telephone. Programmable Line/Feature Keys (Self-labeled) In addition to secondary extension number(s), you can have features assigned to the function keys on your telephone. An LCD indicator shows the status of the feature assigned to each key. See “Agent features” on page 18. Also see “Call Center Supervisor features” on page 25. Line Key A steady LCD indicator appearin
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Your Telephone’s Controls Press the Options Key to make adjustments Options to your telephone's volume and display contrast, as well as other feature settings. Use the Navigation Keys to scroll right, left, up, and down through the telephone options. Programmable Feature Keys (Self-labeled) The four keys located in the middle of the Select telephone below the display screen are your Programmable Feature Keys. These keys support additional telephone features. Quit Copy 553-9079 Call Proces
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Your Telephone’s Controls The Volume Control Bar is used to adjust the volume of the handset, headset, speaker, ringer and buzzer. While on a call or while the telephone is ringing, adjust the volume on your set using the Volume Control Bar. Raise the volume by pressing the right side or lower the volume by pressing the left side. You can also adjust the volume of ringing, headset or buzz by selecting Volume adjustment in the Options Menu. Message Waiting lamp The Message Waiting lamp
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Your Telephone’s Controls Headset Key Press the Headset Key to automatically Headset switch back and forth between headset / and handset. The headset indicator is lit when active. Headsets vary in electrical, physical and audio characteristics. Performance perception is subjective so it is recommended that the headset user try using the headset with each of the three settings on internal and external calls. This helps determine which works best. As with all Meridian Digital Telephones
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Your Telephone’s Controls Not Ready Press the Not Ready Key to put the agent Not Ready 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 perform and record post call processing duties connected to ACD calls. Make Busy Press the Make Busy Key to log out of the Make Busy ACD queue and agent position. / Activity Code Press the Activity Code Key and enter the Activity appropriate c
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Your Telephone’s Controls Call Agent The Call Agent Key on the Supervisor set CallAgt connects the supervisor to an agent / position. Supervisor Observe Supervisor Observe Key (LED) allows a walk-around supervisor to plug the headset into the headset jack at the side of the agent’s telephone and monitor or join the conversation between the agent and the Call Center caller. Application Keys Quit Key The Quit Key ends an active application Quit without affecting the state of any call on t
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Your Telephone’s Controls Individual Directory Number The Individual Directory Number is the second Directory Number for 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 telephone line. Note: You have only one Primary Directory Number assigned to your telephone. You can have additional Directory Number (DN) Keys assigned to your telephone. 11
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Your Telephone’s Controls 12
