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Call Center Agent/Supervisor Features
9
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 recommended 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: the Volume Control Bar on 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 the In-Calls Key.
Note: On the Meridian SL-100, press
Make Busy Key until the indicator turns on,
then press the In-Calls Key.
2. Dial your Agent ID (if required).
/
or
/
3. You are automatically placed into Not
Ready state. Press either the In-Calls
Key, or the Not Ready Key to enter the
ACD queue.
In - Calls
In - Calls
Not Ready