Nortel Networks SL-100 User Manual

Meridian digital telephones, Meridian sl-100

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Enterprise Voice Solutions Customer Documentation

Meridian Digital
Telephones

Meridian SL-100

M3905 Call Center

User Guide

Table of contents

Document Outline

Introduction to your M3905 Call Center Telephone
- M3905 Call Center Telephone
- M3905 Call Center Features
- Available ACD Features on the M3905 Telephone
Terms you should know
Your telephone’s controls
- Programmable Line/Feature Keys (self-labeled)
- Context Sensitive Soft Keys (self-labeled)
- Call Processing Keys
- Fixed Keys
- Application Keys
- Primary Directory Number
- Individual Directory Number
- Message Key
M3905 Call Center Meridian Digital Telephone
Your telephone display information
- M3905 Display
Options List
- Select a language
- Change a Feature Key label
- Adjust Screen contrast
- Adjust volume
- Choose Ring type
- Select Call Log options
- Live dial pad
- Preferred name match
- Area code set up
- Call timer
- Date/time format
- Key click
- Headset type
- Headset port on call
- Headset port external alerter
- Display diagnostics
Call Center headset interface
- Freeing your hands while on the job
- Switching between the handset and the headset
Call Center agent/supervisor features
- Agent Login
- Agent Login Enhancement
- Agent Logout
Agent features
- Activity Code Fixed Key to activate Line-of-Business code
- Answer Call Center Calls
- Call Forcing
- Multistage Queue Status Key/Lamp
- Display Queue Threshold (MSQS enhancement for agents)
- Emergency Key
- Make Busy
- Not Ready Key
- Answer or Make Non-ACD Calls
- Contact your supervisor
- Walkaway and Return from Walkaway
- Transfer to InCalls Key
Call Center supervisor features
- Agent Keys
- Answer Agent
- Answer Emergency
- Call Agent
- Use Supervisor Observe and the Supervisor Headset Jack
- Controlled Interflow
- Night Service
- Observe Agent
- Display Agent Status
- Display Queue Status
Your telephone non-ACD call features
Make a Call
- Predial feature
- Auto Dial
- Redial Last Number Called
- Activate Ring Again
- Speed Call
- System Speed Call (Network Speed Call)
- Intercom Call
- Group Intercom All Call
- Intercom Call on a Predesignated Set
- Individual Page from Group Intercom
Answer a Call
While you are away from your desk
- Call Forward
- Forward an Internal Call (Call Forward Busy/Don’t Answer Split)
- Call Forward – Remote Activation
While on an active call
- Place a call on Hold
- Transfer a Call
- Blind Transfer Recall
- Call Park
- Charge a Call or Charge a Forced Call
- Inspect Key
- Trace a Malicious Call
Incoming calls
- Answer Call Pickup
- Call Waiting
Talk with more than one person
- Set up a conference call
- Call Join
- Preset Conference
Call features
- Use Privacy Release
- Paging
- Busy Override
- Make an Announcement over the Call Page
- Use Station Camp-on
Class features on IVD sets
- Anonymous Caller Rejection (ACRJ)
- Automatic Callback (ACB)
- Automatic Recall (AR)
- Customer Originated Trace (COT)
- Calling Name/Number Delivery Blocking (CNNB)
- Selective Call Forward (SCF)
Directory display and navigation
- Access your Callers List, Redial List, or Personal Directory
- Directory password protection
Call Log
- Access and use the Callers List
- Access and use the Redial List
Use the Personal Directory
- Access the Personal Directory
- Add a Personal Directory entry
- Add an incoming call
- Add an outgoing call
- Delete or edit a Personal Directory entry
- Delete your Personal Directory
- Use the Personal Directory to make a call
- Use Card View
- Search for an entry
- Copy a number from the Redial List
Corporate Directory
Accessories for the M3905
- Additional key caps
- Accessory Connection Module (ACM)
- Personal Directory PC Utility
- Headset
- Handset
- Analog Terminal Adapter (ATA)
- External Alerter and Recorder Interface
- Key-based Access Expansion Module (KBA)
- Display-based Access Expansion Module (DBA)
Feature Key chart
Meridian SL-100 Feature Access Codes (FAC)