User Manual

ii Draft 0.01
Table of Contents
Primary Directory Number ....................................................................10
Individual Directory Number .................................................................11
M3905 Call Center Meridian Digital Telephone 13
Call Center Agent/Supervisor Features 13
Call Center headset interface ................................................................13
Agent login .........................................................................................14
Login with Agent ID and Multiple Queue Assignment (MQA) ...................14
Default login ........................................................................................16
Correct errors during the login procedure ..............................................16
Agent logout ........................................................................................17
Agent features 18
Use Activity Code .................................................................................18
Answer Call Center calls .......................................................................19
Call Forcing .........................................................................................20
Use the Emergency Key ........................................................................20
Use Not Ready ....................................................................................21
Answer or make non-ACD calls ............................................................21
Contact your supervisor ........................................................................22
Use Walkaway and Return from Walkaway ...........................................23
Call Center Supervisor features 25
Agent keys ..........................................................................................25
Answer Agent ......................................................................................25
Answer Emergency ..............................................................................25
Call Agent ...........................................................................................26
Use the Supervisor Observe and Supervisor Headset Jack .......................26
Interflow ..............................................................................................27
Night Service .......................................................................................27
Observe ..............................................................................................28