Manuel d'utilisation / d'entretien du produit M3905 du fabricant Nortel Networks
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Enterpr ise V oice Solutions Customer Documentation Nor tel Knowledge Network M3905 Ca ll Cen ter Meridian Digital T elephone User Guide.
38 While you are aw ay from your desk: Cal l Forward.
i Table of Contents Introd uction to your M3905 Ca ll Center Telephone 1 M3905 Call Center te lephone ...................................... ........................... 1 M3905 Call Center fea tures ........................................ ...........
ii Draft 0.01 Table of Contents Primary Director y Number ....... .......................................... ................... 10 Individual D irectory Number .
iii Table of Contents Your telephone non-ACD call features 31 Make a cal l 31 Auto Dial ........... ............................ ........................................... .......... 31 Redial last nu mber called .. ..................................
iv Draft 0.01 Table of Contents Call fe atures 52 Use Group Call ..................................... ........................................... .... 52 Use Privacy Relea se ............................... ............................ ..............
v Table of Contents Handset ........................... ............................ ............................. .......... 73 Analog Termina l Adapter (A TA) ................................................. .......... 73 External Alerter an d Recorder Inte rface .
vi Draft 0.01 Table of Contents.
1 Introduction to your M3905 Call Center Telephone Introduction to your M3905 Call Center T elephone Y our Call Cente r Merid ian Digital T elephone provid es easy ac cess to a wid e range of business features.
2 Introduction to your M3905 Call Center Telephone M3905 Call C enter features The M3905 Call Ce nter features : • eight Progra mmable Line /Feature Key s (Self-l abeled ), giving the use r access t.
3 Terms you should know Agent Features Super visor Features • Emerg ency • Answe r Agent • Agent Login/Logout • A g ent Key(s) • Not Ready • Display agents • Call S uper visor • Sup er.
4 Terms y ou shoul d know Information display —The Informati on screen displays call activi ty , lists, prompts, and status of calls. Interrupted dial tone —In terru pted dial tone is a broke n or pulsed dial tone, heard when you access some of the features on your telephone.
5 Your Telephone’s Contr ols Y our T elephone’ s Controls This section de scribes the fe atures on th e M3905 ACD Meridian D igital telephone. Programmable Line/Feature Keys (Self-labeled) In addi tion to se condar y extension number( s), you can have fe atures assig ned to the function keys on your telephone.
6 Your Tele phone’s Controls Press the Options Ke y to make adjustments to your teleph one's volume an d displa y contrast, as we ll as other featu re settings. Use t he Navigation Keys to sc roll right, left, up, and d own th rough th e telep hone options.
7 Your Telephone’s Contr ols The V olume Contr ol Bar is used to adju st the volume of the handset, headset, speake r , ringer and buzzer . Whil e on a call or whi le the tel ephone is ri nging, adjust the volume on your set using the Volume Contro l Bar .
8 Your Tele phone’s Controls Headset Key / Press the Headset Key to automatically switch back and for th be tween he adset and hand set. The he adset in dicator is l it when active. Headsets var y in elec trical, ph ysical and audio charac teristics.
9 Your Telephone’s Contr ols Not Re ady / 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 al lows the a gent to perform a nd record post call processing duties connected to ACD calls.
10 Your Tele phone’s Controls Call Agent / The Call Agent Key on the S uper visor set connects the super visor to an agen t position. S u p e rv i s o r O b s e rv e Super visor Obser ve Key ( LED) .
11 Your Telephone’s Contr ols Individu al Dir ector y Number The Indivi dual Dire ctor y N umber is the second D irector y Number for the telephone. Y ou can make outgoing calls on this number and receive incoming calls. The Individu al lin e can be c onfigur ed to ha ve all the standard fu nctions of a regu lar t elepho ne li ne.
12 Your Tele phone’s Controls.
M3905 Call Center Meridian Digital Telephone 13 M3905 Call Center Meridian Digital T elephone Y our Call Ce nter Merid ian Digital T elephone provi des ea sy access to a wide ran ge of business features. Y our telephon e system ad ministrator a ssigns features to your feature keys and provides you with passwords a nd other c odes as requ ired.
14 Call Center Agent/Super visor Features Agent l ogin / 1. Press the In-Calls Key . 2. Dial your Agent ID (if require d). / or / 3. Press the In-Calls Key . or Press the Not Ready Key to enter the ACD q ueue. Note: On the Meridian SL-100, press Make Busy Key until the indicator turns on, then press the In-Cal ls Key .
Call Center Agent/Superv isor Features 15 T o login with Super visor ID and without Priority: Select ion B Dial your Ag ent ID £ Super visor ID £ A C DD N1 £ A C DD N2 £ A C DD N3 £ A C DD N4 £ A C DD N5 ££ .
16 Call Center Agent/Super visor Features Defaul t login If y ou norm ally us e the s ame te lephone , you do not repeat the compl ete lo gin process at the beginning of each shift. The default login places you in the same ACD queues and the same super visor that the set had in the previous login.
Call Center Agent/Superv isor Features 17 Example T o re-e nter ACD DN 1 without using Priori ty (press £ ‚ £ to corre ct ACD DN 1): Dial yo ur Agen t ID £ Super visor ID £ A C DD N1 £ ‚ £ ACD DN 1 £ A C DD N2 £ A C DD N3 £ A C DD N4 £ A C DD N5 ££ .
18 Agent features Agent features This section ex plains the features that are avai lable to A CD agent position s. Use Activity Code This feature al lows the A CD user to e nter a cod e to record the type of activi ty the agent is per formin g. On the M eridian 1 you use the A ctivity Code.
Agent features 19 Answer Call Center calls The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls Key is the ma in ACD extension (Pr imar y DN). The I n-Calls Key a llows the ACD agent to an swer the ne xt queue d call on the primar y DN.
20 Agent features / Press the Not Ready Key . This will remove you from the queu e but keep you logged in as an agen t position. or W ait for the caller to terminate the call. Call Forcing The Call Forcing opt ion automat ically c onnects incoming ACD calls.
Agent features 21 Use Not Ready The agent uses the Not Ready Key , when performing post-call work. When y ou need ti me to catc h up on post-c all proc essing w ork: / Press the Not Re ady Key . This tak es you out of the queue. When you are re ady to t ake ACD calls a gain: / or / Press the Not Re ady Key .
22 Agent features T o an swer a non-ACD c a ll, w hen the telep hone ring s: Press the DN Key next to t he flashing indicator . Y ou ar e connected to your non- ACD ca ller . Contact yo ur super visor T o answe r your super visor when your phon e ring s and the Supe r visor indi cator flashes : / Press the Super visor Key .
Agent features 23 Note: On the Merid ian SL-10 0, press the Emerg ency Key to establis h a th ree way call. T o T ransf er to a su per visor , during a call in prog ress: / 1. Press the Super visor Key . / 2. Press the Super visor Key again w hen the superv isor answers.
24 Agent features / 2. Press the Hold Key . 3. Disconnect the headset . Note: On the Meridian SL-100, you ne ed to enter a wal kaway code . T o retur n fr om W alk away: 1. Connect the headset . / or / 2. Press the key next to the flashing indicator .
Call Center Supervisor featu r es 25 Call Center Super v isor features Y ou can assign any feat ure listed in the “Agent featur es” section to the super visor's telephone (except Super visor), as well as the features described in this section.
26 Call Center Supervisor featu r es T o disc onnect fro m the emer gency call: / Press the Goodbye Key . Call Agent T o ca ll an ag ent: / 1. Press Call Agent Key , your position goes into the Not Re ady state. or Press the Ag ent Key assigned to the agent or dial the agent's position ID.
Call Center Supervisor featu r es 27 T o us e the Su per vi sor Ob ser ve featur e for a tw o way c onver sati on: While the head set is plugge d in, p ress the Sup er vi sor Obse r ve Key , the LED lights continuously and the supervisor can participate in th e conversation .
28 Call Center Supervisor featu r es T o tra nsition to Night Ser vice: + Press the Night Key an d dia l ° (8=T for T ransition). The indica tor flashes. Cal ls in the queue remain in th e queu e and n ew calls re ceive Night Ser vice. Note: On the Meridian SL-100, press the Night Ser vice Key .
Call Center Supervisor featu r es 29 T o leave th e Obser ve stat e: / Press the Goodbye Key . Note: Y ou cannot obser ve an agent if the agent's call is on hold or if no calls are in progress.
30 Call Center Supervisor featu r es.
31 Your telephone non-ACD call featu r es Y our tele phone non-ACD call fe atures This section describes some non-ACD features commonly used for call processing. Y our telephone system administrator assigns features to your programmable featur e keys.
32 Make a cal l T o disp lay the Auto D ial number: 1. Press the Display Key . Note: On the Meridian SL-100, press the Auto Dial Ke y to display th e numbe r . 2. Pres s th e con figur ed Auto Dial Key . The number appears on the display . T o stor e an Auto Di al numb er: 1.
Make a call 33 T ransf er a cal l Use t he T ransfer feature to redir ect a cal l on your I ndividu al DN (non -ACD) to a third par ty . T o use the T ransfer featu re to d irec t a call to a third par ty: 1. Press the T ransfer Key . The other party is on hold a nd you rec eive dial ton e.
34 Make a call Use Timed Reminder Recall Timed Reminde r Recal l gives yo u a rem inder tone when a call you transferre d is not answer ed. T o use Timed Reminder Re call: 1. Press the Tr a n s f e r Key . It puts the call on hold an d you hear dia l tone.
Make a call 35 2. Dial the number of the person you want to add to the con feren ce call . Y ou can talk privately to the person you are addin g at this time. 3. Press the Conference Key a second time to conference all parties together . Note: If nec ess ar y , repea t th e proc edur e t o inclu de up to six pe ople in the conferen ce.
36 Make a call Acti vate R ing Ag ain The Ring Agai n feature allows you to automatical ly redial a n umber that is busy or no answer . If you receive a busy tone or no a nswer when you tr y to reach someone in your priva te network, press R ing Again.
Make a call 37 Use Speed Call Speed Cal l allows y ou to dial freque ntly ca lled telephone n umber s by enter ing a one, two, or three digi t code (i.e. 0-9 99). See your system administrator to determi ne the ca pacity of you r Speed Ca ll list. A telep hone design ated as a Speed Call Controller can program or edit the Speed Call list.
38 Make a call 3. Dial the Spee d Call code. Make a Sy stem Sp eed Call System Spe ed Call all ows you to dial Speed Cal l codes and ove rride all restrictions while on the call . The System Speed Call feature is set up by your system administrator on the system.
Answer a call 39 T o answer an Intercom call while on a li ne ot her t han y our Int ercom group line: / or / 1. Press the Hold Key to put the curren t call on h old. or Press the Goodbye Ke y to end the call. 2. Press the Interco m Key and begi n to speak.
40 Answer a call Note 1: If Automatic Hold is enab led, the active call is automatically put on Hold when yo u ans wer the secon d call. Note 2: On the Meri dian SL-10 0, Automatic Hold is the default feature. Note 3: The caller hears music , if music is configured on your system.
Answer a call 41 T o Par k a call on a DN ot her than the System Park Exte nsion or y our own DN: 1. Press the Park Key . 2. Dial the DN wh ere you want th e call parked. 3. Press the Park Key . Note: On Meridian SL-100, press Dir ected Call Park (DCPK) Key .
42 Answer a call or + or 2. Dial the SPRE code or dial (en ter) the Call Park FFC (Meridian 1), or the F AC (Meridian SL-100) foll owed by the Ente r Key . 3. Dial the DN w here you par ked the call. Note: If a parke d call is not r etrieved within a specified period of time, it rings back to your telephone or to the attendant.
Answer a call 43 Use Call W aiting Call W aiting le ts you put your curre nt call on Hol d, while you an swer the ne xt call. Example: The attendan t routes an ou tside call to y ou when you are a lready on a call. Call W aiting allows you to recog nize a n incoming call and respon d to it.
44 While you are away from your desk While you are away from your desk Call For ward On an ACD se t the Call For w ard can on ly be used on your Indiv idual DN. It cannot be used in conjun ction with your A CD DN. Ca ll For ward all ows you to transfer you r Individua l DN calls to r ing at anothe r DN.
While you are away from your desk 45 For ward an inte rnal ca ll On an ACD set, the In ternal Call For ward wor ks with your In dividual D N only . Intern al Call For ward al lows calls from in ternal DN s to ring at another DN. Calls that originate from outside you r telephone system still rin g at your telephone.
46 While you are away from your desk 4. Dial your Electronic Lock password. 5. Dial your DN. T o for ward calls to a previous call for ward telephone nu mber , go to step 7. 6. Dial the n umbe r wh ere y ou w ant to for ward your calls. If you for ward calls to an in valid numbe r , you hear a fast busy .
While you are away from your desk 47 2. Dial the electronic Lock FFC. 3. Dial your el ectronic lock p assword. 4. If you per form this operation from a different telephone, dial your DN. / 5. Press the Goodby e Key . T o unlock your telephone: 1. Press your In dividual DN Key .
48 While on an active call 4. Dial the new password. 5. Dial the new pa ssword again . Note 1: This feature is not available on the Meridian SL-100. Note 2: You cann ot change your password from a remote set.
While on an active call 49 2. Dial the char ge account nu mber . 3. When you receive dial tone, dia l the number . T o cha rge a call i n pro gress: or 1. Press the T r ansfer Key or the Conference Key . or 2. Press the Char ge Key or dial the F FC. 3.
50 While on an active call T ransfer Key . T o char ge a ca ll to an acco unt wh en you a dd so meone to a c onfer ence call: 1. Press the Conference Key . The call is on Hold. or 2. Press the Account Key or dial the F FC. 3. Dial the charg e account numb er .
While on an active call 51 5. Press the Enter Key . Note: If Calling Par ty Nu mber is inva lid, the screen displays: Charge i s not allowed. T o cha rge a call to a charge a ccount: 1. Select a free DN Line. 2. Press the Char ge Key . 3. Press the Account Key and dial the charge a ccount number .
52 Call features 2. Dial the T race F F C (Meridi an 1) or the F AC (MSL-100 system). 3. Press the DN Key beside the flashing LCD indicator to return to the call. Call features Call feature s are accessibl e on Fixe d Keys, Program mable Line/F eature Key s and Programmabl e Fe ature Key s.
Call features 53 T o answe r a Group Call : / or Press the Headset Key . or Press the Individual DN Key: • If you ar e on a c all and yo u hear t hre e 10-second tones, this is notification of a group call on your DN .
54 Call features Acti vate Ove rride Y ou can ove rride a bu sy sign al and in terrupt another ca ll. T o ov erride a busy/e ngaged signal : 1. Y ou Dial a telephon e numb er and h ear a bu sy si gnal .
Call features 55 Use the Buzz signal T wo telephones can link toge ther to allow one person to signal the othe r . The person signal ed hears a “buzz ”. Use thi s feature to in dicate a cal l, a visitor , or a request. T o Buzz th e telephon e linked to yours: 1.
56 Call features Use Forced Camp-on Forced Camp -on allows your telephon e to automati cally rin g another tel ephone as soon as it disconnects from its current call . Forced Camp-on allows both int ernal an d externa l calls to ca mp-on. T o use Forced Camp- on: 1.
Call features 57 2. Dial the number of the party you want to page. After di aling, y ou rece ive a ringba ck tone. Note 1: The person you paged use s any telephone to enter a Radi o Page A nswer code, plus their own D N number. This action co nnects y ou and the person paged.
58 Call features answer the page call from any tele p hone and connect to the pe rson who paged you . 1. Dial the Radio Pa ge Answer FFC. Y ou receive pa ge tone . 2. Dial your own DN. Y ou connect to the page cal ler . Y ou rec eive a steady high-pitched tone letting y ou know the caller ha s hung up.
59 Your telephone display information Y our telephone display infor mation Understand the Meridi an 1 Calls W aiting sta tus indicat or for ACD The Calls W aiting indicator gives the agent a visual status of the number of calls in the ACD queue. The following table l i sts the four states of the Calls W aiting indicator .
60 Your telephone display information The information includes the threshold level, the threshold type (CALLQ or W AIT), and the current value of the threshold. In some systems, this in for mation is also displayed when the Not Ready feature is in use.
61 Your telephone display information Display queue The Display Queue feature allows you to ac cess the status of calls in an ACD Queue. Information displayed includes: number of calls waiting in the queue , number of agents’ positions occupied for that queue, and the call waiting time (seconds) for the oldest call in the que ue.
62 Your M3905 Call Center Telephone Options menu Note 1: To display the second caller's name does not interfere with the current call in progress. Note 2: You can use the Displ ay Key with other feature keys to display information associated with the feature keys.
63 Your M3905 Call Center Telephone Options menu Ring type: This Option gives you th e ability to select the type of audible notification you want for incoming calls, such as warble, buzzer , and beeps. Call timer: This feature can be turne d on when you wan t to time each call.
64 Your M3905 Call Center Telephone Options menu Select langua ge The telephone display shows information in one of many languages. Follow these steps to change your displa y to a dif feren t language: 1. Press the Options Key . 2. U se th e Navigation Keys to h ighlight Language selectio n .
65 Your M3905 Call Center Telephone Options menu 3. Press the Select Key . 4. Scroll throug h your feature labels w ith the Navigation Ke ys. 5. Wh en the label you wa nt to chang e appears, pr ess the Sel ec t Key . 6. Use the r ight and left Navigatio n Keys to highlight each letter in the word.
66 Your M3905 Call Center Telephone Options menu 3. Press the Select Key . or 4. Press Lower Key to adjust the contrast leve l lo wer . or Press the Higher Key to adjust the contra st lev el high er . 5. Press the Done Key when finished. Adjust the volum e on your telephone Follow these steps to adjust the vol ume on your telephone: 1.
67 Your M3905 Call Center Telephone Options menu or 6. Press the Lowe r Key . or Press the Higher Key . 7. Press the Done Key when finished. Choose Ring type Follow these steps to adjust the Ring type on your tel ephone: 1. Press the Options Key . 2. U se th e Navigation Keys to Hig hlight Ring type.
68 Your M3905 Call Center Telephone Options menu 6. Press the Done Key when finished. Use Call Timer Call Timer can be set in three different modes: Automatic, Off and Manual. Follow these steps to enable the call timer: T o set Call Time r: 1. Press the Options Key .
69 Your M3905 Call Center Telephone Options menu 2. U se th e Navigation Keys to h ighlight Date/time format . 3. Press the Select Key . 4. Use the down Na vigati on Key to s croll thro ugh th e nu mber ed f orma ts. When the format you want app ears.
70 Your M3905 Call Center Telephone Options menu Headset T ype The Headset T ype allows yo u to select the type of headset you are using in orde r to adjust yo ur headset. T o s elect He adset type : 1. Press the Options Key . Use t he Navigation Key to sc roll throug h the options and highlight the Headset Ty p e .
71 Your M3905 Call Center Telephone Options menu Display Diagnostics Follow these steps to sel ect Display Diag nostics: 1. Press the Options Key . A list of adjustable features a ppear in th e display are a. 2. U se th e Navigation keys to h ighlight Display diagnostic .
72 Your M3905 Call Center Telephone Options menu 3. Press the Select Key . 4. Press the Done Key . Select Done.
73 Accessorie s for the M3905 Accessories for the M3905 Optional items are available for use with you r M3905 Meridian Digital telephone. Please con tact your system administrator for fur ther details. Additio nal Key Caps There is a Key C ap Kit you can order that has additiona l M3905 Call Center telephone keys.
74 Accessories for the M3905 External Aler ter and R ecorder Interface The Exter nal Aler te r Inter fac e lets you co nnect a third p ar ty device (remote ri nger , indicator light or re cording device) to you r telephone. The M3905 Call Center T elephone uses the External Alerter and Recorder Interface accessor y car tridge.
75 Feature Chart Feature Char t Feature Name Softkey Pro grammable key Featu re Attendant Recall NO YES YES Auto Dial NO YES NO Automatic Answer Back NO YES YES Automatic W ake Up Call NO YE S YES Cal.
76 Feature Chart One-way/two-way Hot Line NO YES NO One-way/two-way Hot Line List NO YES NO Last Number Redi al YES NO NO Make Set Busy NO YES YES Malicious Call T race NO YES NO Message Indication NO.
77 Feature Chart Room Status NO YES YES Signaling NO YES NO Sing le Call No n-rin ging DN NO YE S NO Single Call Ringing DN NO YES NO Speed Call Controller YES YES YES Speed Cal l User YES YES YES Sto.
78 Feature Chart.
79 Meridian 1 Flexible Feature Codes (FFC) Meridian 1 Flexible Feature Codes (FFC) Radio Pagin g Lock Radio Pagin g Access Unlock Radio Pagin g Answer Call Pick Up Call Park DN Pick U p Electronic Loc.
80 Meridian SL-100 Feature Access Co des (FAC) Meridian SL-100 Feature Access Codes (F AC) Account Code Make Set Busy (MSB) Anonymous Caller Rejection (ACRJ) Malicious Call Hold (MCH) Automatic Call b.
81 Index A Account code 48 ACD c alls 19 Activity code 18 agent keys 25 Agent Return 23 Agent Wa lkaw ay 23 answer non- ACD ca lls 7 Answ er Agen t 25 Answer Eme rgency 25 Answer Supervisor 22 Attenda.
82 Index H Headset interface 13 talk/listen 26 Hold 6, 43 Hot Line 39 I In-Call s Key 7 Indicator sta tus 3 Information display 4 Information line 3 Intercom 38 Intercom cal l 38 Interfl ow 27 Interna.
38 While you are aw ay from your desk: Cal l Forward.
Title to and ownership of Meridian SL-1 softw are shall at all times remain with Nortel Networks. Meridian SL -1 software shall not be sold outright and the use thereof by the customer shal l be subject to the parties entering into sof tware agreements as specified by Nortel Networks.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Nortel Networks M3905 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Nortel Networks M3905 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Nortel Networks M3905, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Nortel Networks M3905 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Nortel Networks M3905, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Nortel Networks M3905.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Nortel Networks M3905. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Nortel Networks M3905 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
