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Meridian 1
M2216ACD Telephone
User Guide
Enterprise Solutions Documentation
Nortel Knowledge Network
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While you are away from your desk: Call Forward 38
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Contents Contents Introduction 1 What is ACD ........................................................................................ 1 M2216ACD-1 ....................................................................................... 2 M2216ACD-2 ....................................................................................... 3 Learning to use your phone 4 In-Calls Key .......................................................................................... 4 Release ...................
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Contents ACD calls ............................................................................................12 Call Forcing (Auto Answer) ...................................................................13 Call Forward .......................................................................................13 Calls Waiting indicator .........................................................................14 Display Queue Status .................................................................
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Introduction: What is ACD? Introduction What is ACD? ACD stands for Automatic Call Distribution. The Meridian 1 system automatically controls incoming call routing to answering positions, and can provide music or recorded announcements to waiting callers. The Meridian 1 ACD provides fast and dependable processing of your company's incoming calls. Meridian Modular M2216ACD telephones provide easy access to a wide range of Automatic Call Distribution (ACD) features. Both models are designed
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Introduction: M2216ACD-1 M2216ACD-1 Standard equipment: • Display module •Dialpad • 16 Function keys • 16 LCD indicators •Hold key • Release key • Speaker •Volume control • Message Waiting lamp • 2 electret headset jacks Optional hardware: • Meridian Communications Adapter • Key Expansion Module • External Alerter Interface • Analog Terminal Adapter Speaker Release (Rls) key Message Waiting lamp Hold key Supervisor Jack Agent Jack Function keys Volume control key LCD indicators In-Calls key
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Introduction: M2216ACD-2* M2216ACD-2* Standard equipment: • Display module •Dialpad • 16 Function keys • 16 LCD indicators •Hold key • Release key • Speaker •Volume control • Message Waiting lamp • 1 electret headset jack • 1 carbon headset jack (PJ-327) Optional hardware: • Meridian Communications Adapter • Key Expansion Module • External Alerter Interface • Analog Terminal Adapter *Manufacture Retired in 1995 Speaker Release (Rls) key Message Waiting lamp Hold key Supervisor Jack Agent Jac
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Learning to use your phone Learning to use your phone This chapter explains the parts labeled on the Meridian Modular Telephones pictured on the previous two pages. In-Calls Key º In-Calls is assigned to the lower right-hand key on your phone. It is your main ACD extension, also called the ACD DN or queue. The LCD indicator beside it flashes when an ACD call is presented to your phone. Press ºIn-Calls to answer the incoming ACD call (disconnects a call in progress). You
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Learning to use your phone Display The Meridian M2216ACD telephone is equipped with a 2 x 24 character display module. The Display assists agents by displaying incoming call information. It assists supervisors by displaying agent and queue information.The idle display, as shown below, gives the current date and time. 24 APR 7:45 P When you go off hook, the time and date disappear and information about your call is displayed. Program key The Program key PPPP works in conjunction with the D
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Learning to use your phone Headsets The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset interface, using PPPP, to match the type of headset you are using (See “Program key” on page 5). Contact your sales representative for more information on headset types. The M2216ACD-2, which was manufacture retired in 1995, has a two-hole jack (PJ-327) for a carbon headset and a jack for an electret supervisor headset. You can change the supervisor headset to listen-only or
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Agent Log in and log out Agent log in and log out Log in with Agent ID 1. Plug in the headset. ºIn-Calls 2. Press In-Calls. 3. Dial your ID. ºIn-Calls or 4. Upon successful log in, press In-Calls or Not Ready when ready to start ºNot Ready work. Log in without Agent ID 1. Plug in the headset. ºIn-Calls 2. Press In-Calls. ºIn-Calls or 3. If you are ready to take ACD calls, press In-Calls or Not Ready again. ºNot Ready Log out ºMake Busy Press Make Busy and unplug the hea
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Log in and log out with MQA Log in and log out with MQA Log in Using Agent ID with MQA (Multiple Queue Assignment) You enter your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by one or more ACD DNs and priority values (if priority values are being used) terminated by ££ £ £ ££ £ £. If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. Press In-Calls, Not Read , or Make Busy to cancel display of Multiple Que
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Log in and log out with MQA To log in without Supervisor ID and with Priority: 3. Dial your Agent ID £ £ £ £ ACD DN 1 £ £ £ £ Priority 1 £ £ £ £ ACD DN 2 £ £ £ £ Priority 2 £ £ £ £ ACD DN 3 £ £ £ £ Priority 3 £ £ £ £ ACD DN 4 £ £ £ £ Priority 4 £ £ £ £ ACD DN 5 £ £ £ £ Priority 5 ££ £ £ £ £ £ £. To log in with Supervisor ID and with Priority: 3. Dial your Agent ID £ £ £ £ Supervisor ID £ £ ACD DN 1 £ £ £ £ £ £ Priority 1 £ £ ACD DN 2 £ £ £ £ £ £ Priority 2 £ £ ACD DN 3 £ £ £ £ £ £
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Log in and log out with MQA Example 2 To re-enter a Supervisor ID when Priority is not used (Supervisor ID 1 is replaced with Supervisor ID 2): Dial your Agent ID £ £ £ £ Supervisor ID 1 £ £ £ £ â â £ â â £ £ £ Supervisor ID 2 £ £ £ £ ACD DN 1 £ £ £ £ ACD DN 2 £ £ £ £ ACD DN 3 £ £ £ £ ACD DN 4 £ £ £ £ ACD DN 5 £ ££ £ £ £ £ £. Example 3 To re-enter a Priority when Priority is used (Priority 3 is corrected): Dial your Agent ID £ £ ACD DN 1 £ £ £ £ £ £ Priority 1 £ £ ACD DN 2 £ £ Priority 2
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Log in and log out with MQA Example set displays for MQA The following illustrations show examples of an ACD call being presented to an ACD agent who is operating with MQA. In the first illustration, a direct call is made by Tracey Brown at DN 3508 to ACD DN 2200 and is presented to the MQA agent. TRACEY BROWN M2200 3508 Calling Line ACD DN Identification "M" indicates Calling Party MQA and the Name Display DN is 2200 The next illustration also shows an example set display where a direc
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Agent features: Activity code ACD calls Agent features This chapter explains the features that are available to agent positions. Activity code You answer an ACD call and the Activity Code LCD indicator is flashing: ºActivity 1. Press Activity. The LCD indicator lights steady. 2. Dial the number which corresponds to the present caller's activity. ºActivity 3. Press Activity. ACD calls Your phone rings and the In-Calls indicator flashes: ºIn-Calls Press In-Calls. The caller is connected and t
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Agent features: Call Forcing (Auto Answer) Call Forward Call Forcing (Auto Answer) The Call Forcing option automatically connects incoming ACD calls. You do not have to press In-Calls. You hear a short tone. The In-Calls indicator lights steadily and the caller is connected. Note: Pressing In-Calls will disconnect an active ACD call if you are using this feature. Call Forward If your telephone is equipped with a key for non-ACD calls, you may forward calls directed to this DN. · 1. Press
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Agent features: Calls Waiting indicator Calls Waiting indicator The Calls Waiting indicator shows you how busy the ACD queue is. The following table lists the four states of the Calls Waiting indicator, and their meanings. Note: If you have the Display Queue Status feature on your phone, the LCD indi- cator next to ºDisp Queue replaces the Calls Waiting indicator Indicator Queue Status Meaning Off Light There are few or no calls waiting. On Normal An acceptable number of calls are waitin
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Agent features: Display Queue Status Display Queue Status The Display Queue feature shows you information about the queue. ºDisp Queue Press Display Queue. A summary of the queue status appears in the window of the display module. If you are using MQA, the displays scrolls through the queues at 2 second intervals in the order of log in sequence. To clear the display: ¨ Press Release. Pressing a feature key clears the queue information and replaces it with information associated with the fe
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Agent features: Emergency Headset interface Emergency When you have an urgent or abusive call: ºEmergency Press Emergency. The indicator flashes while your supervisor is called. When your supervisor is connected, the LCD indicator lights steadily and you have a three-way conference. Note: The Display shows information about the call. Write down this information before you press Emergency for future reference. Headset interface To change the headset interface to accept the correct heads
