Contents
Introduction to the M3905 Call Center telephone
1
M3905 Call Center telephone ... 1
M3905 Call Center telephone keys ... 2
Your Telephone’s Controls
3
Fixed and programmable telephone keys ... 3Fixed Automatic Call Distribution (ACD) Feature Keys ... 5
Terms you should know
7
Directory Numbers
8
Primary Directory Number ... 8Individual Directory Number ... 8
Your telephone’s display
9
M3905 Call Center telephone display ... 9Options List
10
Select a language ... 11Change a Feature Key label ... 11
Adjust Screen contrast ... 13
Adjust volume ... 13
Choose Ring type ... 14
Select Call Log options ... 14
Use Live dial pad ... 15
Select Preferred name match ... 15
Set up area code ... 15
Enable Call timer ... 16
Select Date/time format ... 16
Enable Key click ... 16
Headset type selection ... 17
Use Headset port on call ... 17
Activate Headset port external alerter ... 18
Contents
Call Center Agent/Supervisor Features
19
Headset interface ... 19
Agent login ... 19
Login with Agent ID and Multiple Queue Assignment (MQA) ... 20
Correct errors during the login procedure ... 21
Default login ... 22
Agent logout ... 22
Call Center Agent features
23
Use Activity Code ... 23Answer Call Center calls ... 23
Call Forcing ... 24
Use the Emergency Key ... 25
Use Not Ready ... 25
Activate Make Set Busy ... 25
Answer or make non-ACD calls ... 26
Contact your supervisor ... 26
Use Walkaway and Return from Walkaway ... 27
Call Center Supervisor features
29
Agent Keys ...29Answer Agent ... 29
Answer Emergency ... 29
Call Agent ...30
Use the Supervisor Observe and Supervisor Headset Jack ... 30
Observe Agent ... 31
Interflow ... 31
Night Service ... 32
Viewing queue status
33
The ACD Calls Waiting status indicator ...33Display Queue ... 34
Display agent status ...35
Contents
Make a call
36
Use the Predial feature ... 36
Auto Dial ... 37
Ring Again ... 38
Redial last number called ... 38
Use Speed Call ... 39
Make a System Speed Call ... 40
Use Hot Line ... 40
Make an Intercom call ... 41
Answer a call
42
While on an active call
43
Place a call on Hold ... 43Transfer a call ... 43
Use Timed Reminder Recall ... 44
Use Attendant Recall ... 45
Use Call Park ... 45
Calling Party Number/Charge Account ... 47
Display incoming calls ... 48
Trace a Malicious call ... 48
Incoming calls
49
Activate Automatic Answerback ... 49Activate Call Pickup ... 50
Use Call Waiting ... 51
While you are away from your desk
52
Forward calls ... 52Forward internal calls only ... 53
Use Remote Call Forward ... 54
Contents
Talk with more than one person
57
Set up a Conference call ... 57
Join a call ... 58
Selectable Conferee Display and Disconnect ... 59
Use Group Call ... 60
Additional Call Features
62
Use the buzz signal ... 62Call Page to make an announcement ... 62
Charge or Force Charge a call ...63
Enhanced Override Feature ... 65
Forced Camp-on ... 66
Override Feature ... 67
Privacy Release Feature ... 67
Radio Paging ... 68
Voice Call ...70
Use the Voice Messaging control screens ... 70
Directory display and navigation
72
Access your Callers List, Redial List, or Personal Directory ... 72Directory password protection ...73
Call Log
76
Access and use the Callers List ...76Contents
Use the Personal Directory
79
Access the Personal Directory ... 79
Add a Personal Directory entry ... 79
Add an incoming call ... 81
Add an outgoing call ... 82
Delete or edit a Personal Directory entry ... 83
Delete your Personal Directory ... 84
Use the Personal Directory to make a call ... 84
Use Card View ... 85
Search for an entry ... 86
Copy a number from the Redial List ... 86
Set-to-Set Messaging
88
Corporate Directory
91
Accessories for the M3905 Call Center telephone
94
Accessory Connection Module (ACM) ... 94Additional Key Caps ... 94
Analog Terminal Adapter (ATA) ... 94
Computer Telephony Integration Adapter (CTIA) ... 94
Display-based Expansion Module ... 94
External Alerter and Recorder Interface ... 94
Handset ... 95
Headsets ... 95
Key-based Expansion Module ... 95
Personal Directory PC Utility ... 95
Flexible Feature Codes (FFCs)
96
Introduction to the M3905 Call Center telephone
Introduction to the M3905 Call Center telephone
Your M3905 Call Center telephone provides easy access to a wide range of business features.
Your network 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. In this document, Call Center telephone and Automatic Call Distribution telephone (ACD) are interchangeable terms for the M3905 Call Center telephone.
Optional accessories are available to expand the capabilities of the M3905 Call Center Telephone. See “Accessories for the M3905 Call Center telephone” on page 94 for more information.
M3905 Call Center telephone
Message Waiting Light LCD Display
Goodbye Hold
Volume Control Bar
Fixed Feature Keys Context Sensitive Soft Keys (self-labeled)
Introduction to the M3905 Call Center telephone
M3905 Call Center telephone keys
The M3905 Call Center telephone features:
• Eight Programmable Line (DN)/Feature Keys (self-labeled), giving you access to eight different lines (DNs) or features.
• Four Context Sensitive Soft Keys (self-labeled)
• Six Fixed Feature keys which may be configured to fit your business needs (see note):
— Headset (with LED indicator)* — In-Calls*
— Call Supervisor* — Emergency* — Not Ready* — Make Set Busy*
— Call Agent — Observe Agent — Answer Emergency — Answer Agent — Activity Code — Display Queue
Your Telephone’s Controls
Your Telephone’s Controls
Fixed and programmable telephone keys
Use theVolume Control Barto control the volume of the handset, headset, speaker, ringer, and handsfree. Increase the volume by pressing the right side of the bar. Lower it by pressing the left side.
/
You can terminate an active call by pressing theGoodbyeKey. TheGoodbye Key is useful for disconnecting a handsfree call./
Press theHeadsetKey to switch a call back and forth between the optional handset and the headset.A steady LCD indicator appearing beside aProgrammable Line (DN)/FeatureKey means that the feature or line is active. A flashing LCD indicator means the line is on hold or the feature is being programmed.
/
By pressing theHoldKey, you can put an active call on hold. Return to the caller by pressing the DN Key beside the flashing indicator./
TheMuteKey allows you to listen to a conversation without being heard. Push the Mute Key again to return to a two way conversation. TheMuteKey applies to both the headset and optional handsetmicrophones. The Mute LED flashes when the Mute option is in use.
TheNavigationKeys allow you to scroll through Menus and lists on the display.
/
TheCopyKeyis reserved for futureYour Telephone’s Controls
TheQuitKey ends an active application. Pressing theQuitKey does not affect the status of calls currently on your telephone. Note:If you press the Quit Key before the Done Key you exit without saving changes. Press the Done Key to exit and save changes.
TheOptionsKey allows you to access and modify telephone options. It is configured as the top left programmable feature key on the telephone.
TheDirectory/LogKey allows you to access your Personal Directory (100 entries), Callers List (last 100 calls), and Redial List (last 20 outgoing calls).
TheApplicationsKey allows you to access additional features that may be provided by your network administrator.
TheIndividual (secondary) Line/Directory Number (DN)Key(s) allow you to make and receive non-ACD calls.
TheMoreKey allows you to access additional layers of Context Sensitive Soft Keys.
Example:
Context Sensitive SoftKeys are configured for various features on the M3905 Call Center telephone. TheSoftKeys are located below the display area. These keys have an LCD label above them that changes based on available features or the active application.
Programmable Line (DN)/FeatureKeys are located at the sides of the upper display area. Once configured, these keys provide one-touch feature activation. A status icon indicates call or feature status.
Your Telephone’s Controls
Fixed Automatic Call Distribution (ACD) Feature Keys
The fixed feature keys on your M3905 Call Center telephone are labeled at the factory. The default feature keys are: Headset, Call Supervisor, Emergency, Not Ready, Make Busy, and In-Calls. The Headset and In-Calls keys can not be reconfigured. The remaining four keys can be configured for any of the following features: Activity, Answer Emergency, Answer Agent, Observe Agent, Display Queue (waiting calls), or Call Agent.
/
TheIn-CallsKey provides easy access to your Primary or ACD Directory Number of the agent position. Press theIn-Calls Key to answer incoming ACD calls./
Press theHeadsetKey to switch back and forth between using the headset and using the optional handset. The headset indicator is lit when the headset is active.Note 1: Headsets vary in electrical, physical, and audio characteristics. Performance perception is subjective so Nortel Networks recommends that you that you try using the headset with each of the three settings on both internal and external calls. This will help you determine which setting works best. As with all Meridian Digital Telephones, both amplified and unamplified headsets are supported. Note 2: Use the Amplified Headset setting if you are using an amplified headset. Note 3: The handset is an optional hardware item. If you order this option, Nortel Networks recommends that it be installed by your network administrator.
/
TheSupervisorKey is a direct line on theagent telephone to the supervisor.
/
Press theEmergencyKey to join thesupervisor into a call that you judge to be an emergency situation.
In - Calls
Headset
Supervisor
Your Telephone’s Controls
/
Press theNot ReadyKey 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 allows the agent to perform and record post call processing duties connected to ACD calls./
Press theMake BusyKey to log out of the ACD queue and agent position./
Press theActivityKey and enter the appropriate activity code to record the activity the agent is performing./
TheAnswer EmergencyKey on theSupervisor ACD telephone corresponds to the agent emergency call key.
/
TheAnswer AgentKey on the SupervisorACD telephone corresponds directly to the agent’s call supervisor key, this allows a direct connection to the supervisor from an agent position.
/
TheObserve AgentKey (on the SupervisorACD telephone) allows the supervisor to monitor the activity on the agents telephone.
/
TheDisplay QueueKey on the Supervisorand Agent ACD telephone displays to the agent or the supervisor information on the number and waiting times of the calls in the ACD queue.
/
TheCall AgentKey on the Supervisor setconnects the supervisor to an agent position.
TheSupervisor ObserveKey allows a walk-around supervisor to plug a 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. The LED adjacent to this
Terms you should know
Terms you should know
Attendant— The attendant is a telephone operator in your organization.
Call party information—When your telephone rings, the display shows Call Party Name Display (CPND) information. The system must have CPND enabled. The display shows the phone number and name, if available, of the incoming call.
Context Sensitive Soft Keys— The four keys located directly below the display are referred to as Context Sensitive Soft Keys. The label and function of each key changes depending upon the available features or the active application.
Directory Number (DN)— The Directory Number is a number that consists of one to seven digits for a telephone, also known as an extension number.
Fixed Keys—The Fixed Keys are the hard, factory labeled, keys on your telephone.
Flexible Feature Codes (FFCs)—Flexible Feature Codes (FFCs) allow you to access features for which you do not have a fixed or soft feature key. Flexible Feature Codes are applicable to the Meridian 1 system only. For your
convenience, the FFCs for your system can be printed on a page located at the back of this guide.
Indicator— An indicator is an LCD or LED that displays the current status of a feature by its state; flashing, winking, steady on, or off.
Information screen—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.
More...— The More Key allows access to the multiple layers of the Programmable Feature Keys. These keys are the four keys located below the lower display area.
Off-hook— Off-hook is a term used to indicate that the telephone is active and ready to make a call. On the M3905 you can go off-hook when you press your Individual DN Key only. The M3905 does not go off-hook when you press the In-Calls Key or your Primary (ACD) DN Key.
Paging tone— Paging tone is a special tone heard when using the Radio Paging feature. You hear two beeps followed by a dial tone.
Directory Numbers
Private Line— A Private Line can be assigned to your telephone. With this line you can reach an outside number without dialing a code to access an outside line. Internal extensions cannot be dialed from a private line.
Ringback/ring tone— The Ringback/ring tone is the sound you hear when a call you have made is ringing at its destination.
Shared Directory Numbers— A shared directory number is a DN (extension) that is shared by two or more telephones. This is also known as a Multiple Appearance DN (MADN).
Special dial tone— The special dial tone refers to three consecutive tones followed by dial tone that you hear when accessing some of your telephone features.
Switchhook— The switchhook is the button the optional handset presses down, disconnecting your call, when you replace the handset. When you lift the handset on the M3905 you must press an Individual Line (DN) Key to receive dial tone.
Directory Numbers
Primary Directory Number
The lower right Programmable Line (DN)/Feature Key is the ACD Primary Directory Number (DN) Key. The function of this key is identical to that of the In-Calls Key.
Individual Directory Number
The Individual Directory Number (DN) is a secondary DN 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, non-ACD, telephone line.
Your telephone’s display
Your telephone’s display
This section summarizes the display features of the M3905. An example of an idle display is shown in the following figure.
M3905 Call Center telephone display
The upper portion of the display on the M3905 gives line and feature status information, the lower display area is a two line feature information display.
Note:Refer to “Your Telephone’s Controls” on page 3 for information on the specialized keys on your M3905 Call Center telephone.
Options List
Options List
The Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through procedures and keep you informed on the status of the following settings: Language, Change feature key label, Screen contrast, Volume adjustment, Ring type, Call log options, Preferred name match, Area code set-up, Call timer enable, Date/time format, Key click enable, Headset type, and Display diagnostics.
To change any option’s setting:
1. Press theOptionsKey.
2. Use theNavigationKeys to scroll up or down through the options list. 3. Press theSelectKey when the desired
option is highlighted.
4. Change the option’s settings. Refer to the following pages for details. The display also provides you with information to adjust your selection. 5. Press theDoneKey to save your
changes.
or
6. Press theQuitKey orOptionsKey to exit.
Note:If you press theQuitKey orOptionsKey before you press theDoneKey, you exit the Options List without saving your changes.
Options
Select
Done
Quit
Options List
Select a language
The display is available in multiple languages. After you select Language. . . from theOptions Listmenu,
1. Use theNavigationKeys to highlight the desired language (e.g., German).
2. Press theSelectKey.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Change a Feature Key label
You can change the name on the Programmable Line (DN)/Feature Keys (self-labeled). These keys are located on both sides of the top portion of the display area.
To change a Feature Key label:
1. Press the downNavigationKey once to highlight Change feature key label.
2. Press theSelectKey.
This action takes you to theFeature Keymenu and highlights Change feature key label.
3. Press theSelectKey again.
The prompt asks you to select the key you want to change.
4. Press theProgrammable Line/Feature Key whose label you want to change, (e.g.,AutoDial).
5. Press theDial PadKey that is printed with the first letter in your new label. Press the key until the correct character Deutsch
Select
Change feature key label Select
Select
Options List
Note: Use theCaseKey to change the case of the letter, as needed.Press theUp NavigationKey to access special characters you may want to include in the label. Use theNavigationKeys to locate the character you want to include. Press the SelectKey to choose the highlighted character. Press theReturnKey to return to label entry without selecting a special character.
6. Press the rightNavigationKey once to move the cursor (so you can enter the next letter) when the desired letter appears.
7. Repeat steps 5 and 6 until you have changed the entire label.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit. Note:For a detailed example of using the dial pad to enter text into your M3905 Call Center telephone, please see “Add a Personal Directory entry” on page 79. To restore key label(s):
1. From theFeature Keymenu, use the downNavigationKey to highlight Restore all key labels
Restore all key labels Restore all key labels
Restore all key labels or Restore Restore Restore Restore one key label
one key label one key label one key label.
2. Press theSelectKey.
3. If you are restoring one key label, press theProgrammable Line (DN)/FeatureKey (self-labeled) that you want to restore to the original label (e.g., PurchasingPurchasingPurchasing).Purchasing
Press theDoneKey to return to theOptions Listmenu. Press theQuitKey or OptionsKey to exit.
Note:You cannot change the label on the primary DN. Press the Shift Key if the label you want to change is on the second layer of Programmable Line/Feature Keys (self-labeled).
Restore all key labels Restore one key label
Select
Options List
Adjust Screen contrast
The Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select Screen contrast from theOptions Listmenu;
or
From theContrastscreen, press the LowerKey to decrease the display contrast level, or press theHigherKey to increase the display contrast level. Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Adjust volume
Use the Volume adjustment option to select a comfortable sound level for the various audio signals.
Note:After you select Volume adjustment. . . from theOptions Listmenu, a list of adjustable items for your telephone model appears. It is recommended that you adjust these parameters while you are on a telephone call so that you can judge the impact of the changes your are making.
To adjust the Ringer volume:
1. SelectRingerfrom theVolumemenu.
or
2. Press theLowerKey to decrease the ringer volume, or press theHigherKey to increase the ringer volume.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit. Use the procedure above to adjust the volume on the following items:
Options List
Choose Ring type
The Ring type option allows you to choose from among the various ringing sounds available for your telephone model. After you select Ring type. . . from theOptions Listmenu;
1. Use theNavigationKeys to scroll through the list of ring types.
2. Press thePlayKey to sample a ring tone.
3. Press theSelectKey to activate the desired ring type.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Select Call Log options
The Call Log options setting provides a choice of logging all incoming calls, logging only the unanswered calls, or not logging any calls. The Call Log holds up to 100 different incoming entries. After you select Call log options from the Options Listmenu;
From theLog optionsmenu, use the NavigationKeys to highlight and select either:
or
Log all calls
or
Log unanswered calls
Note: New call indication must be set to On, if you want Call Log notification. Press theDoneKey to save selection. Press theQuitKey orOptionsKey to exit.
Ring type 3
Play
Select
Log all calls
Options List
Use Live dial pad
The Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live dial pad from theOptions Listmenu;
or
From theLive dialpadscreen, press theOnKey to turn on Live dial pad, or press theOffKey to turn off Live dial pad.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Select Preferred name match
The Preferred name match option displays the names of incoming and outgoing callers as stored in your Personal Directory, if the telephone number matches the one stored in your directory. This option allows you to personalize the displayed names for incoming and outgoing calls. After you select Preferred name match from theOptions Listmenu;
or
From theName matchscreen, press theOnKey to turn on Preferred name match, or press theOffKey to turn off Preferred name match.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Set up area code
Using the Area code set-up option causes the Callers List and Calling Line ID (CLID) display show the number/extension followed by the area code/prefix in parenthesis. This makes it easier to identify local calls and internal calls. You can define up to three codes. After you select Area code set-up from theOptions List menu
1st Code: 408
2nd Code:
3rd Code:
Use theNavigationkeys to place your cursor in the first line and enter an area/country codeof your choice. Note:You can enter up to three codes of your choice.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
On
Off
Options List
Enable Call timer
The Call timer enable option measures how long you are on each call. After you select Call timer enable from theOptions Listmenu;
or
From theCall timerscreen, press the OnKey to turn on the Call timer, or press theOffKey to turn off the Call timer.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
Select Date/time format
There are eight Date/time formats. Four formats are based on the 12 hour clock and four are based on the 24 hour clock. After you select Date/time format. . . from theOptions Listmenu;
Use theNavigationKeys to scroll through the eight formats. The sample formats appear on the upper right side of the display area.
Press theDoneKey to select the highlighted format. Press theQuitKey orOptions Key to exit.
Enable Key click
The Key click option causes the handset or speaker to produce a clicking sound when you press the telephone keys. After you select Key click enable from the Options Listmenu;
or
From theKey clickscreen, press the OnKey to turn on Key click, or press theOffKey to turn off Key click. Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit.
On
Off
Format 3
Options List
Headset type selection
The Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplified. Select the setting that works best for the headset that you are using. After you select Headset type from theOptions List menu;
From theHeadset typemenu, use the NavigationKeys to highlight and select either: or or Type 1 headset or Type 2 headset or Amplified headset
Press theDoneKey to save selection. Press theQuitKey orOptionsKey to exit.
Use Headset port on call
The Headset port on call option requires that a lamp-type accessory be connected to the headset port. When the Headset port on call option is activated and the user is on a call, the lamp lights providing an indication that a call is in progress. After you select Headset port on call from theOptions Listmenu;
or
From theOn callscreen, press theOn Key to turn on Headset port on call, or press theOffKey to turn off Headset port on call.
Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit. Note:Additional equipment is required to implement this option. For more information please contact your Nortel Networks distributor.
Headset Type 1 Headset Type 2 Amplified Headset
Options List
Activate Headset port external alerter
When the Headset port external alerter option is activated, it supports a visual or audible alerter and/or recorder device. This device plugs into the Headset port, which is located on the bottom of the telephone. After you select Headset port ext alerter from theOptions Listmenu;
or
From theExternal alerterscreen, press theOnKey to turn on Headset port external alerter, or press theOffKey to turn off Headset port external alerter. Press theDoneKey to save changes. Press theQuitKey orOptionsKey to exit. Note:Additional equipment is required to implement this option. For more information please contact your Nortel Networks distributor.
Display diagnostics
The Display diagnostics option tests the functionality of your telephone’s display screen and indicator lights. This option also provides information on the firmware currently in use on your M3905 Call Center telephone. After you select Display diagnostics from theOptions Listmenu;
Use the up or downNavigationKey to scroll through the list and view the changing display screens.
Press theDoneKey to return to theOptions Listmenu. Press theQuitKey or OptionsKey to exit.
Call Center Agent/Supervisor Features
Call Center Agent/Supervisor Features
This section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor.
Headset interface
The Headset Key is used to switch between the headset and the handset mode of operation. If you do not have the optional handset installed, all calls will be connected to your headset. The LED lights steadily to indicate you are in headset mode. The headset LED is dark (unlit) if you are in handset mode.
If you have the handset option installed, press the Headset Key to enter handset mode. The headset LED will go dark, and all calls will be presented to the handset. Lift the handset and press a DN or In-Calls key to receive calls. To make outgoing calls using your handset, lift the handset and press an individual DN Key to receive dial tone. If you want to return to headset mode press the Headset Key. The headset LED will light steadily, and all calls will be presented to the headset. Note:Refer to your distributor for the latest product bulletin from Nortel Networks recommending headset types for use with the M3905 Call Center telephone. Test your headset with the telephone before using the telephone to receive calls. In a noisy environment, an amplified headset is an option. Select Headset type in the Options list and choose Type 1, Type 2, or Amplified. When an amplified headset is used, there are two methods of volume control: theVolume Control Baron the telephone and the volume control on the headset amplifier. You should adjust the telephone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the headset volume control should have a higher setting than the telephone volume control.
Agent login
/
1. Press theIn-CallsKey.2. Dialyour Agent ID (if required).
/
or
/
3. Press either theIn-CallsKey, or theNot ReadyKey to enter the ACD queue.
In - Calls
In - Calls
Call Center Agent/Supervisor Features
Login with Agent ID and Multiple Queue Assignment (MQA)
The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by up to five ACD DNs and priority values (if priority values are being used) terminated by ££.
To choose the default Priority or Supervisor ID, enter£instead of a Priority entry or a Supervisor ID entry. The Priority or Supervisor configured for your set will be used.
Note:A Supervisor who is logging in to accept ACD calls will not be able to specify a Supervisor ID (even in the case where agents are required to enter one).
To login:
/
1. Press theIn-CallsKey.2. Select one of the following four login options:
To login without Supervisor ID and without Priority:
Dialyour Agent ID£ ACD DN 1£
ACD DN 2£ ACD DN 3£
ACD DN 4£ ACD DN 5£ £.
To login with Supervisor ID and without Priority:
Dialyour Agent ID£
Supervisor ID£ACD DN 1£ ACD DN 2£ ACD DN 3£ ACD DN 4£ ACD DN 5£ £. To login without Supervisor ID and
with Priority:
Call Center Agent/Supervisor Features To login with Supervisor ID and with
Priority:
Dialyour Agent ID£
Supervisor 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£ £.
/
or/
3. Press either theIn-CallsKey, or theNot ReadyKey to enter the ACD queue.
Correct errors during the login procedure
Dial‚£to correct the previous entry. The Supervisor ID, ACD DNs, and Priorities can be re-entered (see the example below).
Example
To re-enter ACD DN 1 without using Priority (press£ ‚ £to correct ACD DN 1):
Dialyour Agent ID£ Supervisor ID£ ACD DN 1£ ‚ £ ACD DN 1£ ACD DN 2£ ACD DN 3£ ACD DN 4£ ACD DN 5£ £.
In - Calls
Call Center Agent/Supervisor Features
Default login
If you normally use the same telephone, you need not repeat the entire login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervisor that the set had in the previous login. Default login:
/
1. Press theIn-CallsKey.2. Dialyour Agent ID£££ (if your queue requires a Supervisor ID) or Dialyour Agent ID££(if a Supervisor ID is not required). Note:If queues are retained from a prior login by an Agent ID, each queue is displayed for two seconds. PressIn-Calls, Not Ready, orMake Busyto cancel display of Multiple Queues.
Agent logout
/
Press theMake BusyKey and disconnect the headset. The LED indicator lights steadily.Note 1: If you press theMake BusyKey again, the LED indicator will turn off. At this point your telephone can accept non-ACD calls, but you are logged out of the queue. Note 2: If you press theMake BusyKey while on an ACD call, you will be logged out automatically when the call is finished.
In - Calls
Call Center Agent features
Call Center Agent features
This section explains the features that are available to ACD agent positions.
Use Activity Code
This feature allows you to record the type of activity you are performing. On the Meridian 1, use theActivityKey and activity codes.The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls. To capture activities:
/
1. Press the ActivityKey.2. Dialthe Activity Code that corresponds to the activity being performed.
/
3. Press theActivityKey again. If performing multiple tasks, repeat these steps.Answer Call Center calls
The In-Calls Key is the lower right-hand key on your M3905 Call Center telephone. The In-Calls Key is your main ACD extension (Primary DN). The In-Calls Key allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Goodbye Key or press the In-Calls Key a second time.
To enable you to make outgoing calls and accept non-ACD calls, your network administrator must configure one or more non-ACD DNs (Individual DNs) to your M3905 telephone.
Note:If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.
Your phone rings and the In-Calls indicator flashes:
Call Center Agent features To end an ACD call:
/
or
Press theGoodbyeKey.
or
/
or
Press theIn-CallsKey.
or
or
Replace theHandsetto terminate a call.
or
or
Press anIndividual LineKey (non-ACD). This will remove you from the queue.
or
/
Press theNot ReadyKey. This will remove you from the queue but keep you logged in as an agent position.or
Wait for the caller to terminate the call.
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. You do not need to press the In-Calls Key. When Call Forcing is on, you have a time interval between each incoming call that is defined by your network administrator. After the time interval is up, you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller.
/
You hear a short tone. TheIn-Calls indicator lights continuously and the ACD call automatically goes to your agent position.Note:Pressing theIn-CallsKey with Call Forcing (Auto Answer) on, disconnects an active ACD call.
Goodbye
In - Calls
2637
Not Ready
Call Center Agent features
Use the Emergency Key
When you have an emergency situation:/
Press theEmergencyKey. The indicator flashes while your supervisor is called. When your supervisor picks up the call, the LED indicator lights continuously and you have a three-way conference.Note:The display shows information about the call. Before you press theEmergency Key, write down this information for future reference.
Use Not Ready
Use the Not Ready Key, when performing post-call work. When you need time to catch up on
post-call processing work:
/
Press theNot ReadyKey. This takes you out of the queue.When you are ready to take ACD calls again:
/
or
/
Press either theIn-CallsKey, or theNot ReadyKey to enter the ACD queue. Note:If you Press the In-Calls Key during an ACD call, the call is disconnected.
Activate Make Set Busy
Make Set Busyallows you to make your telephone appear busy to all callers. To activate Make Set Busy:
/
Press theMake BusyKey or lift the handset and enter the Make Set Busy Activate FFC. To deactivate Make Set Busy:Call Center Agent features
Answer or make non-ACD calls
An Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If you do not have an active call when the LCD indicator flashes, you can press the corresponding Individual DN Key and answer the call. To make a non-ACD call:
1. Press anIndividual DNKey. 2. Dialthe number you wish to call. To answer a non-ACD call:
Press theDNKey next to the flashing indicator. You are connected to your non-ACD caller.
Contact your supervisor
To answer your supervisor when your phone rings and the Supervisor indicator flashes:/
Press theSupervisorKey.If you are on a call and hear a buzz and the Supervisor indicator flashes:
/
1. Press theHoldKey./
2. Press theSupervisorKey.To call your supervisor:
Call Center Agent features To return to the ACD call:
/
Press theIn-CallsKey.To Conference your Supervisor during a call in progress:
/
1. Press theSupervisorKey. The caller is on hold and you can talk privately with your supervisor./
2. Press theSupervisorKey a second time to have a three-way conversation with the supervisor and the caller. To Transfer to a supervisor, during acall in progress:
/
1. Press theSupervisorKey./
2. Press theSupervisorKey again when the supervisor answers./
3. Press theGoodbyeKey to disconnect from the call. The caller remains connected with your supervisor.Use Walkaway and Return from Walkaway
Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready state.
To use the Walkaway feature:
/
1. Press theHoldKey. The LCD indicator beside the In-Calls extension flashes. 2. Disconnect the headset before youleave.
Call Center Agent features To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):
/
1. Press theNot ReadyKey./
2. Press theHoldKey.3. Disconnect theheadset. To return from Walkaway:
1. Connect theheadset.
/
or
/
2. Press thekeynext to the flashing indicator.
Note 1: If a caller disconnects before you return from Walkaway, the Not Ready indicator flashes. When you return from Walkaway, you are in Not Ready mode. Note 2: Even if you are using the optional handset, you must disconnect the headset to activate walkaway mode. There is not a quick disconnect for the handset.
Not Ready
Hold
In - Calls
Call Center Supervisor features
Call Center Supervisor features
In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's telephone (except Supervisor).
Agent Keys
Agent Keys allow you to connect, observe, or monitor the status of each Agent position. Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys. The following table shows the meaning of LCD indicator associated with an Agent Key.
Answer Agent
When your phone rings and the Answer Agent indicator flashes:
/
Press theAnswer AgentKey. Your position goes into Not Ready state and you are connected to the agent.To disconnect an agent call:
/
Press theGoodbyeKey.Answer Emergency
When your phone buzzes and the Answer Emergency indicator flashes:/
1. Press theHoldKey if you intend to return to the call in progress./
2. Press theAnswer EmergencyKey.Your position goes into Not Ready state and the Answer Emergency indicator lights continuously. You are connected to the call.
Indicator Agent Status
Off No agent logged in at this position.
On Busy on an ACD call.
Slow Flashing Waiting for an ACD call. Fast Flashing Busy on a non-ACD call.
Ans Agent
Goodbye
Hold
Call Center Supervisor features To disconnect from the emergency call:
/
Press theGoodbyeKey.Call Agent
To call an agent:/
1. PressCall AgentKey, your position goes into the Not Ready state.or
2. Press theAgentKey assigned to the agent ordialthe agent's position ID. Note:To talk to another agent repeat steps one and two or press the Agent Key for the next agent.
To leave Call Agent state:
/
Press theGoodbyeKey.Use the Supervisor Observe and Supervisor Headset Jack
The Supervisor Observe Key is located in the upper left corner of the M3905 ACD telephone. It has an associated LED.
A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor Observe Key on an agent’s telephone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor’s headset is muted.
To use the Supervisor Observe feature:
Supervisor plugs the headset into the agent telephone.
To use the Supervisor Observe feature for a two way conversation:
While the headset is plugged in, press the Supervisor ObserveKey, the LED lights continuously and the supervisor can participate in the conversation.
Goodbye
CallAgt
Agent1
Call Center Supervisor features To mute the Supervisor headset:
Press theSupervisor ObserveKey a second time and the to put the supervisor headset on mute. The LED turns off.
Observe Agent
To observe an agent:/
1. Press theObserve AgentKey. Your position goes into Not Ready state.or
2. Press theAgentKey ordialthe agent's position ID. You can listen to the agent and caller's conversation.
Note:To observe another agent, repeat step two.
To talk to an agent you are observing:
/
1. While observing an agent. Press the Call AgentKey. You now have a conference with the agent and the caller.To leave the Observe state:
/
Press theGoodbyeKey.Note:You cannot observe an agent if the agent's call is on hold or if no calls are in progress.
Interflow
When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue.
The supervisor activates Interflow when the waiting time for the queue exceeds its threshold.
To activate Interflow:
Call Center Supervisor features To stop Interflow:
Press theInterflowKey again.
Night Service
To enter Night Service:+
Press theNightKey anddial fl (6=N for Night).
The indicator lights continuously. All calls in the queue and new calls receive Night Service.
To transition to Night Service:
+
Press theNightKey anddial ° (8=T for Transition).
The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service.
To exit Night Service:
+
Press theNightKey anddial ‹ (3=D for Day).
The indicator flashes. New calls enter the queue.
Interflow
Night
Night
Viewing queue status
Viewing queue status
The ACD Calls Waiting status indicator
The LCD indicator beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue. The following table lists the four states of the Calls Waiting LCD indicator.
Note:If your telephone is configured for the Display Queue feature, the LED/LCD indicator beside the feature key functions as a Calls Waiting status indicator.
Indicator Queue Status Meaning
Off Light There are few or no calls waiting.
On Normal An acceptable number of calls are
waiting.
Slow Flashing Busy Calls are backing up in the queue. Calls overflowing to this queue will not be accepted.
Viewing queue status
Display Queue
The Display Queue feature allows you to access the status of calls in an ACD queue. The information displayed includes: number of calls waiting in the queue, number of agent positions occupied for the queue, the length of time that the oldest call has waited in the queue, and the number of calls that have been overflowed into the queue.
To display information on your ACD queue:
/
/
Press theDisplay QueueKey. Information on your current ACD queue appears on the display.
Note 1: In an MQA environment, the display will scroll through the different queues at 2 second intervals. The queues are presented in the order in which they were entered at login.
Note 2: The Display Queue Key may be configured on your M3905 Call Center telephone as a Fixed Feature Key or as a Programmable Line (DN)/Feature Key.
DisplayQue
Dsply Queue
553-9093
Forward
WAITING MAND LWAIT TOFQ
13 9 0:20 0
Quit Copy Calls waiting Number of mannedpositions Length oftime first call
has waited Calls time overflowed into this queue
Viewing queue status
Display agent status
The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys.
Press theDisplay AgentKey. The display shows summary of the current status of all agent positions which have a key assigned on the supervisor's phone.
Note 1: Agent positions in the Not Ready state will be counted as busy on either ACD calls or non-ACD calls, as specified by your system administrator.
Note 2: The Display Agent Summary Information is displayed for 12 seconds or until another feature Key is pressed. DisplayAgt
553-9096
Forward
ACD WAIT DN LOGOUT
23 2 0 0
Quit Copy Positions busy on ACD calls Positions waiting forACD calls Positionsbusy on
Your telephone’s non-ACD call features
Your telephone’s non-ACD call features
This section describes non-ACD features commonly used for call processing. Your network administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you.
To access a feature, you press a Feature Key, or enter a Flexible Feature Code (FFC). Your network administrator supplies you with the Flexible Feature Codes for your system.
Note:In order to use a feature described in this section, your system software must support the feature and the feature must be assigned to your telephone. Check with your network administrator for more details.
Make a call
This section describes features that you can use when you make a call. There are several ways to make a call from your M3905 Call Center telephone. To make a call from your telephone, use the features described in this chapter.
To make a call:
1. Press anIndividual Line(DN) Key. 2. Dialthe number.
Note:If you are on a call on your Individual Line (DN) and your telephone is not in Not Ready or Make Busy state, your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In-Calls line. However, if you are on an ACD call and a call comes in on your Individual Line (DN), you cannot put your ACD call on hold to answer the call on your Individual Line (DN).
Use the Predial feature
The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number.
To use Predial:
1. Dialthe number.
Make a call Note 2: Press thePauseKey to insert a 1.5 second pause in the dialing string. 2. Press anIndividual Line(DN) Key to
receive dial tone.
The displayed predialed number is automatically dialed.
Note:You cannot use the Predial feature if the Live dial pad feature is active.
Auto Dial
Auto Diallets you dedicate a feature key to a specific telephone number. When the Auto Dial Key is pressed, the number is dialed automatically.
To use Auto Dial:
1. Press anIndividual Line(DN) Key. 2. Press the associatedAuto DialKey.
The number is dialed automatically. To display the Auto Dial number:
1. Press theDisplayKey.
2. Press the configuredAuto DialKey. The number appears on the display. To store an Auto Dial number:
1. Press theAuto DialKey, without lifting the handset.
2. Dialthe number to be stored on the Auto Dial Key.
3. Press theAuto DialKey again. The number is stored on the key. Note:To change the key label “AutoDial”, select Change feature key labelChange feature key labelChange feature key labelChange feature key label from theOptions Listmenu. Please see “Change a Feature Key label” on page 11 for detailed instructions.
Make a call
Ring Again
Use the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their telephone. The feature notifies you when to redial your party. The Ring Again feature automatically redials the number.
To use Ring Again:
1. Diala number and receive a busy tone or no answer.
2. Press theRing AgainKey.
The screen displays Ring again is active.
To call a Ring Again party when you receive notification:
When the number you want to reach is available, or the person has re-used their set, you hear the Ring Again tone. 1. Press anIndividual Line(DN) Key. 2. Press theRing CallKey.
To cancel Ring Again before notification:
Press theCancel Ring AgainKey. The screen displays Ring Again is cancelled.
Redial last number called
Last Number Redialallows you to automatically redial the last number you dialed. This feature must be enabled by your network administrator. To use Last Number Redial when
using the handset:
1. Press anIndividual Line(DN) Key. RingAgn
2637
RngCall
CanclRA
Make a call 2. Press theIndividual Line(DN) Key
again.
The last number you dialed is automatically redialed.
Use Speed Call
The Speed Call feature allows you to automatically dial frequently called numbers by entering a one, two, or three digit code. Contact your network administrator to determine the capacity of your Speed Call list.
A telephone designated as a Speed Call Controller can program or edit the Speed Call list. This feature must be enabled by your network administrator.
To store or change a Speed Call number:
1. Press theSpeed Call ControllerKey. The screen displays Enter Code, then number.
2. Diala one, two, or three digit code. Use theDeleteKey if you make a mistake. Use theCancelKey to leave the screen without storing a speed call number.
Note:A dash is automatically inserted after the required number of digits have been entered.
3. Dialthe associated telephone number. Use theDeleteKey if you make a mistake. Use theCancelKey to leave the screen without storing a speed call number.
Note 1: Dial the access code (if required) followed by the internal, external, or long-distance telephone number.
Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string.
4. Press theDoneKey to save the code and number.
2637
SpcCtrl
Make a call To make a Speed Call:
1. Press anIndividual Line(DN) Key.
or
2. Press theSpeed Call ControllerKey or theSpeed Call UserKey.
The screen displays Enter code. 3. Dialthe Speed Call code assigned to
the telephone number.
The number is automatically dialed.
Make a System Speed Call
System Speed Callallows you to make a call by dialing Speed Call codes which may override your telephone’s class of service restrictions. The System Speed Call feature is set up on the system by your network administrator. It is a speed dial number that is common to many users, therefore it is set up on the system not on your individual telephone.
To make a System Speed Call:
1. Press anIndividual Line(DN) Key.
or
2. Press theSystem Speed Call Controllerkey or theSystem Speed Call UserKey, or enter the System Speed Call User FFC.
3. Dialthe Speed Call code assigned to the telephone number.
The number is automatically dialed.
Use Hot Line
The network administrator can program a Hot Line Key that allows you to dial a specific number automatically. The network administrator can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is answered by a person and not by a voice mail box.
2637
SpcCtrl SpcUsr
2637
Make a call To use Hot Line:
Press theHot LineKey.
The Hot Line Key automatically dials the number.
Note:If your main DN is a Hot Line, lift the handset. The Hot Line dials the number automatically.
Make an Intercom call
The Intercom feature connects a group of people together through an Intercom Key. You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group. The intercom group must be set up by your network administrator.
To make an Intercom call:
1. Press anIndividual Line(DN) Key. 2. Press theIntercomKey.
3. Dialthe one or two digit code for the intercom group member you wish to call.
To answer an Intercom call while on a line other than your Intercom group line:
/
or
/
1. Press theHoldKey to put the current call on hold.
or
Press theGoodbyeKey to end the call. 2. Press theIntercomKey and begin to
Answer a call
Answer a call
When you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicator flashes.
To answer a call:
Press theIndividual Line(DN) Key beside the flashing LCD indicator. Note:If you have the handset option and you pick up the handset, you must also
While on an active call
While on an active call
This section describes features that you can use while on an active call on an Individual Line (DN).
Place a call on Hold
Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line (DN). You can answer the second call and retain the original call by putting it on Hold.
To place a call on Hold:
/
Press theflashes beside the line on hold.HoldKey. The LCD indicator Note 1: If the Automatic Hold feature is configured for your Meridian 1, the active call is automatically put on Hold when you answer the second call.Note 2: The caller hears music while on hold, if the Music on Hold feature is configured for your system.
To retrieve a call on hold:
Press theIndividual Line(DN) Key beside the flashing LCD indicator.
Transfer a call
Use the Transfer feature to redirect a call to a third party. To use the Transfer feature:
1. Press theTransferKey.
The other party is on hold and you receive a dial tone. The screen displays Call on hold, dial number. 2. Dialthe number of the telephone
where the call is to be transferred.
Hold
2637
While on an active call
or
3. Press theSwapKey to switch between talking with the original caller and the new caller. Press theConnectKey to complete the transfer.
The two callers are connected and your telephone is ready to make or receive new calls.
To go back to the original call if the transfer is incomplete:
/
1. Press theGoodbyeKey.2. Press theIndividual Line(DN) Key with the flashing icon to return to your original call
.
Use Timed Reminder Recall
Timed Reminder Recallgives you a reminder tone when a call you transferred is not answered.
To use Timed Reminder Recall:
1. Press theTransferKey. The call is put on hold.
2. Dialthe number where you want to transfer the call.
3. Press theTransferKey again.
While on an active call If the transferred call is not
answered, your telephone rings:
1. Press theIndividual Line (DN)Key beside the flashing LCD indicator. 2. Press theTransferKey and repeat the
transfer (to a different DN).
Note:If you transfer a call to a person and they pick up the line while you are still on the line, press the Goodbye Key to complete the transfer. Check with your network administrator to determine the time interval of your recall timer.
Use Attendant Recall
The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant.
To contact the attendant while on a call:
1. Press theAttendant RecallKey while on a call.
Stay on the line until the attendant answers.
/
2. Press theGoodbyeKey.The caller remains connected to the attendant.
Use Call Park
The Call Park feature allows a call to be held temporarily and to be retrieved from any telephone. You can park an incoming call and page the called party. When you use Call Park, you do not tie up a line. Your network administrator can set up a System Park where most calls are automatically parked.
If configured network-wide, Call Park can be used across networks. To park a call on a System Park DN:
1. Press theParkKey.
The screen displays a System Park DN and asks for confirmation.
2637
Trans
AttRecall
Goodbye
While on an active call
2. Press theOKKey. The call parks on the System Park DN.
To park a call on a DN other than the System Park DN:
1. Press theParkKey.
The screen displays Press OK to park call on 2190 (Where 2190 represents the default System Park DN).
2. Dialthe DN where you want to park the call.
When you begin dialing, the screen displays Enter digits, then park. When you have completed dialing the call park DN, the screen displays Press OK to park call.
3. Press theOKKey.
The call parks on the selected DN. To retrieve a parked call:
1. Press anIndividual Line(DN) Key. 2. Dialthe DN where you parked the
call.
Note:If a parked call is not retrieved within a specified period of time, it rings back to your telephone or to the attendant. Check with your network administrator to determine your specified period of time. OK
Park
OK
While on an active call
Calling Party Number/Charge Account
The Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an
established call.
To record the calling party number or charge account number:
1. Press theChargeKey. The screen displays Select Charge type.
or
2. Press theAccountKey. The screen displays Enter account number.
or
Press theCalling Party NumberKey. The screen displays Enter Calling party number.
3. Dialthe charge account number or calling party number. Use theClear Key orDeleteKey to edit the number. Press theExitKey to leave the screen without charging the call.
4. Press theOKKey. You return to your call.
Charge
Account
CParty
While on an active call
Display incoming calls
The Display Key allows you to be on an active call and display an incoming caller’s name and/or number, if not automatically displayed, without interfering with the call in progress.
To view the name of a second caller while on a call in progress:
1. Press theDisplayKey.
2. Press the flashingIndividual Line (DN) Key. The call waiting information appears on the display.
Note 1: Use of theDisplayKey does not interfere with the call in progress. Note 2: You can use theDisplayKey in combination with other feature keys to display information associated with the feature.
Trace a Malicious call
Malicious Call Traceprovides a way for you to trace nuisance calls. The feature is available for both internal and external calls. When the key is pressed, your Directory Number and the telephone number of the caller are recorded for access by your network administrator.
To use Call Trace while you are on a call:
Press theCall TraceKey. To use Call Trace if you do not have a
Call Trace Key:
or
1. Press theTransferKey or the ConferenceKey.
Incoming calls
Incoming calls
This section describes features that you can use with incoming calls to an Individual Line (DN).
Activate Automatic Answerback
When Automatic Answerback is active, your set automatically answers in handsfree mode after one ring.
Note:When Automatic Answerback is active, calls do not forward to your voice message service.
To use Automatic Answerback:
Press theAutomatic AnswerbackKey. To deactivate Automatic
Answerback:
Press theAutomatic AnswerbackKey. AutoAns
Incoming calls
Activate Call Pickup
Call Pickupallows you to pick up a non-ACD call from any telephone in the same Pickup Group or another Pickup Group.
To answer a call in your own Call Pickup Group:
1. Press anIndividual Line(DN) Key. 2. Press thePickupKey or enter the
Pickup Ringing Number FFC. To answer an incoming call in
another Call Pickup Group:
1. Press anIndividual Line(DN) Key. 2. Press theGroup PickupKey or enter
the Pickup Group FFC.
3. Dialthe Pickup Group number of the telephone that is ringing.
Note:The network administrator assigns the Pickup Group number.
To answer a call at a specific within your Pickup Group:
1. Press anIndividual Line(DN) Key. 2. Press theDN PickupKey, or enter the
Pickup Directory Number FFC. Note:If the pickup DN is invalid, you receive an overflow burst tone, and the screen displays Release and try again. Press theGoodbyeKey.
