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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