Nortel M3905 Call Center Quick Reference Card
Also see for M3905 Call Center: Quick reference guide
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Contents | 
Telephone FeaturesCall Center Agent FeaturesCall Center Supervisor FeaturesAgent and Supervisor FeaturesAuto Dialstore AutoDial A AutoDialuse AutoDialLast Number RedialHoldplace a call on holdreturn to a held callTransfer Trans B ˆTransConference Conf C ˆConfRing Againactivate More... RingAgnwhen notified ˆRingAgcancel ˆRingAgMalicious Call Tracewith Call Trace key CallTracewithout Call Trace key Conf or Trans DCall Forwardactivate Forward E ˆForwarcancel ˆForwarreinstate Forward ˆForwarActivity Code FACD callsIn-Calls indicator flashes Gend an ACD call or or orEmergencyNot Readyto perform post-call tasksto receive ACD calls againNon-ACD callsto answer when ringingto make a non-ACD call HCommunicate with your supervisorLED indicator flasheson a call when LED indicator flashescall your supervisorreturn to ACD callConference with supervisor and ACD callTransfer call to supervisorWalkaway and Returnon active ACD or non-ACD Call Iin Not Ready mode IReturn from Walkaway J orAnswer Agent (when indicator flashes)Answer Emergency (when indicator flashesCall Agent KInterflow (when call queue exceeds threshold)activate Interflowdeactivate InterflowNight Serviceenter Night Service Night fl ( “N” for Night)transition to Night Service Night ° ( “T” forTransition)exit Night Service Night ‹ ( “D” for Day)ObserveObserve agent Ktalk to observed agentleave Observe modeDisplay agent status DisplayAgtDisplay queue DisplayQue orAgent login J L orLogin with Agent ID and Multiple Queue Assignment (select 1)default login M orno Supervisor ID or Priority N orSupervisor ID, no Priority O orno Supervisor ID with Priority P orSupervisor ID with Priority Q orCorrect errors during the login procedureto correct previous entry RAgent Logout IRemarksA Dial the number you wish to store on the Auto Dial key.B Dial the number to which you wish to Transfer the call.C Dial the number of the party that you wish to add to your call.D Dial the Malicious Call Trace Flexible Feature Code (FFC).E Dial the number to which you wish to Forward your calls.Remarks (Continued)F Dial the code that corresponds to your current activity.G If Call Forcing is configured, the call is answered automatically.H Dial the number of the party that you wish to call.I Disconnect your headset.J Connect your headset, or press the Headset key to turnoff the LED if you are using the optional handset.K Dial the Agent’s Position ID.L Dial your Agent ID (if required).M Dial Agent ID £££ if your queue requires a Supervisor ID orDial Agent ID ££ if no Supervisor ID is required.N Dial Agent ID £ ACD DN 1££ (seeNote 1 ).O Dial Agent ID £ Supervisor ID £ACD DN 1££ (seeNote 1 ).P Dial Agent ID £ACD DN 1£Priority for ACD DN 1££(seeNote 2 ).Q Dial Agent ID £ Supervisor ID £ACD DN 1£Priority for ACDDN 1££ (seeNote 2 ).R Dial ‚£, if you make a mistake while logging in, to delete theSupervisor ID, ACD DN, or Priority that you just enteredNote 1: You may enter a list of up to five ACD DNs. Separate each ACD DN with a£ . End the list with an extra £.Note 2: You may enter a list of up to five ACD DNs with a Priority for each DN.Separate each ACD DN and each Priority with a £ (To use the defaultPriority enter ££ after each ACD DN). End the list with an extra £.LegendAuto Dial Press the key corresponding to the listed feature.Dial the number (see “Remarks” above).Press a non-ACD (not In-Calls) extension key.Press the Hold key.Press the feature key or extension key located besidethe flashing or solid indicator.Press the Activity Code key.Press the In-Calls key.Press the Goodbye key.Press the Not Ready key.Press the Emergency Key.Press the Call Supervisor/Answer Supervisor key.Press the Answer Agent key.Press the Answer Emergency key.Press the Call Agent key.fl Dial 6.Press the Observe Agent key.Press the Display Queue key.Press the Make Busy key.or |
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