Nortel Networks M3905 - Manual (Page 4)

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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
Login with Agent ID and Multiple Queue Assignment (MQA) ................... 14
Default login ........................................................................................ 16
Correct errors during the login procedure .............................................. 16
Agent logout ........................................................................................ 17
Agent features 18
Use Activity Code ................................................................................. 18
Answer Call Center calls ....................................................................... 19
Call Forcing ......................................................................................... 20
Use the Emergency Key ........................................................................ 20
Use Not Ready .................................................................................... 21
Answer or make non-ACD calls ............................................................ 21
Contact your supervisor ........................................................................ 22
Use Walkaway and Return from Walkaway ........................................... 23
Call Center Supervisor features 25
Agent keys ..........................................................................................25
Answer Agent ...................................................................................... 25
Answer Emergency .............................................................................. 25
Call Agent ...........................................................................................26
Use the Supervisor Observe and Supervisor Headset Jack ....................... 26
Interflow .............................................................................................. 27
Night Service ....................................................................................... 27
Observe .............................................................................................. 28