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Meridian 1

M2216ACD Telephone

User Guide

Enterprise Solutions Training and Documentation

Nortel Knowledge Network

Содержание M2216ACD

Страница 1: ...Meridian 1 M2216ACD Telephone User Guide Enterprise Solutions Training and Documentation Nortel Knowledge Network...

Страница 2: ...38 While you are away from your desk Call Forward...

Страница 3: ...5 Headsets 6 Agent log in and log out 7 Log in with Agent ID 7 Log in without Agent ID 7 Log out 7 Log in and log out with MQA 8 Log in Using Agent ID with MQA Multiple Queue Assignment 8 Log in using...

Страница 4: ...Supervisor features 21 Agent keys 21 Answer Agent 21 Answer Emergency 22 Call Agent 22 Display agent status 23 Headset talk listen 23 Hold non ACD call 24 Interflow 24 Night Service 25 Observe 25 Rec...

Страница 5: ...let describes the operation of both agent and supervisor features for the M2216ACD telephones To identify your particular telephone type see the next two pages See Learning to use your phone for an ex...

Страница 6: ...Speaker Volume control Message Waiting lamp 2 electret headset jacks Optional hardware Meridian Communications Adapter Key Expansion Module External Alerter Interface Analog Terminal Adapter Release...

Страница 7: ...age 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 Manufact...

Страница 8: ...ls Release Disconnect a call on any active extension by pressing Hold Place an active call on Hold by pressing Return to the caller by pressing the extension key next to the fast flashing indicator Di...

Страница 9: ...ou into programming mode where you can make adjustments to your telephone s volume and Display contrast as well as other settings Function keys In addition to secondary extension number s you can have...

Страница 10: ...r headset You can change the supervisor headset to listen only or talk and listen using P See Headset talk listen on page 23 The M2216 headset interface has three settings Until now those settings hav...

Страница 11: ...rt work Log in without Agent ID 1 Plug in the headset In Calls 2 Press In Calls In Calls or Not Ready 3 If you are ready to take ACD calls press In Calls or Not Ready again Log out Make Busy Press Mak...

Страница 12: ...log in simply by entering Agent ID if your queue requires a Supervisor ID or Agent ID if Supervisor ID is not required To choose default Priority or Supervisor ID enter instead of a Priority entry or...

Страница 13: ...3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 In Calls or Not Ready 4 Upon successful log in press In Calls or Not Ready when ready to start work Correcting mistakes during the log in procedur...

Страница 14: ...cted Dial your Agent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 ACD DN 3 Priority 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Log out using Agent ID with MQA Make Busy Press Make Busy and unp...

Страница 15: ...n example set display where a direct call is made by Tracey Brown at DN 3508 to ACD DN 2200 and is presented to an MQA agent However in this example ACD DN 2200 has a name defined SALES When the queue...

Страница 16: ...ich corresponds to the present caller s activity Activity 3 Press Activity ACD calls Your phone rings and the In Calls indicator flashes In Calls Press In Calls The caller is connected and the indicat...

Страница 17: ...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 te...

Страница 18: ...y Queue Status feature on your phone the LCD indi cator next to Disp Queue replaces the Calls Waiting indicator Indicator Queue Status Meaning Off Light There are few or no calls waiting On Normal An...

Страница 19: ...s 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 feat...

Страница 20: ...on 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 headset type P 1 Press Program 2 T...

Страница 21: ...ss Hold To return to the call Press the key beside the fast flashing LCD indicator Make Busy To make your position unavailable to take calls Make Busy Press Make Busy To make your phone available for...

Страница 22: ...gs 2637 Press the extension key next to the fast flashing indicator You are connected to your non ACD caller Not Ready When you need time to catch up on post call paper work Not Ready Press Not Ready...

Страница 23: ...urn to the ACD call In Calls Press In Calls To Conference a call with your Supervisor during a call in progress Supervisor 1 Press Supervisor The caller is on hold and you can talk privately with your...

Страница 24: ...away while in Not Ready mode Not Ready LCD indicator is on and NOT READY is shown on the display 1 Press Hold 2 Unplug the headset or headset To return from Walkaway 1 Plug in the headset or the recei...

Страница 25: ...each position by watching the LCD indicators Each Agent key is linked to a particular agent position The following table shows what the Agent key indicators mean Answer Agent When your phone rings an...

Страница 26: ...ights steadily You are connected to the call If you wish to just listen at first unplug your headset before pressing Answer Emergency You will hear the conversation through the telephone s speaker To...

Страница 27: ...on the Supervisor s phone Press Release to clear the display Note 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 Admin...

Страница 28: ...To take a non ACD call off hold 2637 Press the DN Key beside the flashing LCD indicator Interflow When the call backlog or the waiting time in the queue exceeds a set threshold Interflow forwards cal...

Страница 29: ...in the queue remain in the queue and new calls receive Night Service Exit Night Service Night and Press Night and dial D for Day The indicator flashes New calls enter the queue Observe Observe 1 Press...

Страница 30: ...ease Note You cannot observe an agent if the agent s call is on Hold or if no calls are in progress Recordings and music 2637 1 Press a secondary extension key 2 Dial the access code for the recorded...

Страница 31: ...from your phone send broadcast messages to a group of people For complete details on Meridian Mail see Meridian Mail Voice Messaging User Guide To Access Meridian Mail 1 Lift the handset or press a D...

Страница 32: ...To Play Message Dial To Fast Forward 3 Seconds Dial To Go to Previous Message Dial To Record Dial fi To Go to the Next Message Dial fl To Compose a Message Dial fi To Delete a Message Dial fl To Send...

Страница 33: ...as Auto Dial keys or Agent keys but any of the Meridian 1 features can be assigned to them This option requires the addition of the Power Supply Board on the M2216ACD 1 External Alerter Interface Thi...

Страница 34: ...urn 20 Agent Walkaway 20 answer ACD call 12 non ACD calls 4 Answer Agent 21 Answer Emergency 22 Answer Supervisor 19 Automatic Answer 13 Automatic Call Distribution 1 C Call Agent 22 Call Forcing 13 C...

Страница 35: ...y 5 Display Agents 23 Display key 4 Display Queue 15 E electret headsets 1 6 Emergency agent 16 supervisor 22 End ACD call 12 extension 4 External Alerter Interface 1 29 F Function keys 5 H Headset 1...

Страница 36: ...29 L LCD indicator 4 5 Log in standard 7 with MQA 8 Log out standard 7 with MQA 10 M Make Busy 17 Meridian Communications Adapter 1 29 Meridian Mail 27 commands 28 Message Waiting lamp 5 27 Multiple Q...

Страница 37: ...4 18 Not Ready 18 20 22 O Observe Agents 25 P position ID 21 Priority 8 Program key 5 Q queue 4 R recorded announcement 26 Release 4 Return from Walkaway 20 S Secondary DN calls 12 Supervisor 8 19 Su...

Страница 38: ...34 Index V Volume control 4...

Страница 39: ...38 While you are away from your desk Call Forward...

Страница 40: ...ied by Northern Telecom Information contained in this document is subject to change Northern Telecom reserves the right without notice to make changes in equipment design or program components as prog...

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