Panasonic M2216ACD manual

Meridian 1 M2216A C D T elephone User Guide Enterpr ise Solutions Documentation Nor tel Knowledge Network[...]

38 While you are aw ay from your desk: Cal l For ward[...]

i Con ten ts Introduction 1 What is ACD ...... .... .............................................................................. 1 M2216ACD-1 ... ......... ........................................................................... 2 M2216ACD-2 ... ......... ........................................................................... 3 Learning to[...]

ii AC D cal ls ......... .... . .............................................................................. 12 Call Forcing (Auto Answer) .. .... ............................................................. 13 Call Forward .... ...... ............................................................................. 13 Calls Waiting indicator .. ...[...]

1 Introduction: Wh at is ACD? Introduction What is ACD? ACD stands for Au tomatic Call Distribution. The Meridian 1 system automatically controls inc oming cal l routing to answer ing positions, and can provide music or recorded a nnounceme nts to wait ing call ers. The Merid ian 1 ACD provides fast and dep endable processing of your company's[...]

2 Introduction: M2216ACD-1 M2216ACD-1 Stand ard eq uipmen t: • Display m odule •D i a l p a d • 16 Fu ncti on ke ys • 16 LCD indicators •H o l d k e y • Relea se key • Speake r •V o l u m e c o n t r o l • Mess age Waiti ng la mp • 2 electr et headset jacks Optional ha rdware: • Meridia n Communications Adapter • Key Ex pans[...]

3 Introduction: M2 216ACD-2* M2216ACD-2* Stand ard eq uipmen t: • Display m odule •D i a l p a d • 16 Fu ncti on ke ys • 16 LCD indicators •H o l d k e y • Relea se key • Speake r •V o l u m e c o n t r o l • Mess age Waiti ng la mp • 1 electre t headset j ack • 1 carbon headset jack ( PJ -327) Optional ha rdware: • Meridia [...]

4 Learning to use your phone Learning to use your phone This chap ter explains t he parts labe led on the Mer idian Mod ular Telephones pictured on the previous two pages. In-Calls Key ∫ In-Calls is assigned to t he lower right-hand key on your phone. It is your main ACD ex tension, a lso called the A CD D N or queue. The LCD ind icator besi de i[...]

5 Learning to use your phone Display The Meridi an M2216ACD telephone is equipped with a 2 x 24 chara cter display module. The Displa y assists ag ents by d isplayi ng incoming call infor mation. It assists sup ervisor s by displayi ng agent and queue information.The idle display , as shown below , give s the cu rrent date and ti me. When you go o [...]

6 Learning to use your phone Headsets The M2216ACD-1 has two jacks for electret headsets. You can adjust the headset interface, usi ng P P P P , to match the type of headset you are using (See “Progra m key” on page 5). Contact yo ur sales r epresentati ve for more information on headset types. The M2216ACD-2, which wa s manufacture retired in [...]

7 Agent Log in an d log out Agent log in and log out Log in with Agent ID 1. Plug in t he heads et. ∫ In-Calls 2. Press In-Calls . 3. Dial your ID. ∫ In-Calls or ∫ Not Ready 4. Upon successful log in, press In-Calls or Not Ready wh en read y to star t work. Log in without Agent ID 1. Plug in t he heads et. ∫ In-Calls 2. Press In-Calls . ∫[...]

8 Log in and log out with MQA Log in and log out with MQA Log in Using Agent ID with MQA (Multiple Queue Assignment) Y ou en ter your four dig it Agen t ID fol lo we d b y a Super v isor ID (if you r queue requires one) followed by one or more ACD DN s and priority valu es (if prior ity values are being used) terminated by £ £ £ ££ £ £ £ . [...]

9 Log in an d log out with MQA T o log in without Supe r visor ID a nd with Prior ity: 3. Dial your Agent ID £ £ £ £ ACD DN 1 £ £ £ £ Priority 1 £ £ £ £ ACD DN 2 £ £ £ £ Priority 2 £ £ £ £ ACD DN 3 £ £ £ £ Priority 3 £ £ £ £ ACD DN 4 £ £ £ £ Priority 4 £ £ £ £ ACD DN 5 £ £ £ £ Priority 5 £ £ £ ££ £ £ ?[...]

10 Log in and log out with MQA Exampl e 2 T o re-enter a Super visor ID when Priority is n ot used ( Sup er visor ID 1 is replac ed wi th Super visor ID 2 ): Dial your Agen t ID £ £ £ £ Super visor ID 1 £ £ £ £ ‚ ‚ ‚ ‚ £ £ £ £ Super viso r ID 2 £ £ £ £ ACD DN 1 £ £ £ £ ACD DN 2 £ £ £ £ AC D DN 3 £ £ £ £ ACD DN 4 [...]

11 Log in and log out with MQA Example set di splays for MQA The following illustrations show e xamples of an ACD call being presented to an ACD agent who is operating with MQA. In the first il lustration, a direct call is made by T racey Brown at DN 3 508 to ACD DN 22 00 and is presented t o the MQA agent. The next illustration also shows an examp[...]

12 Agent features: Activity code ACD calls Agent features This chapter explains the features that are available to agent positions. Activity code Y ou answer an ACD call and the Activity Code LCD indi cator is fl ashing: ∫ Activity 1. Press Activity . The LCD indicator lights steady . 2. Dial the nu mber whic h c orresp onds to the present caller[...]

13 Agen t featu res: Ca ll Forcing ( Auto An swer) Cal l Forward Call Forcing (Auto Answer) The Call Forcing option automatically connects inc oming ACD calls. You do not have to press In-Calls. Y ou he ar a shor t tone. The I n-Calls indicator ligh ts steadily a nd the c aller is connected. Note: Pressing In-Calls will disconnect an active ACD cal[...]

14 Agent features : Calls Waiting indi cator Calls Waitin g indicator The Call s W aiting indica tor shows you how busy th e ACD queue is. The following table lists t he four states of the Calls Waiting indicato r, and their meanings. Note: If you have th e Display Queue Status feature on your phone, t he LCD in di- cator next to ∫ Disp Qu eue re[...]

15 Agen t featu res: D isplay Queue Sta tus Display Queue Status The Displ ay Queue fea ture shows you informat ion about the queue. ∫ Disp Queue Press Display Q ueue . A summar y of the queue status appears in the window of the display mo dule. If you are using M QA, the displays scrolls through th e queues at 2 second inter vals in the order of[...]

16 Agen t featu res: E mergen cy Hea dset i nterfa ce Emergency When you have an u rgent or ab usive call: ∫ Emer gen cy Press Emergency . The in dicator flashes while your super visor is called . When your super visor is connected, the LCD indicator lights steadily and you have a three-w ay confere nce. Note: The Display shows informa tion about[...]

17 Agen t featu res: H old Make Bus y Hold T o plac e a call o n Ho ld: ˙ Press Hold . T o retur n to th e cal l: Press the key beside the fast flashin g LCD indicator . Make Bu sy T o make your p osition unavailable to take calls: ∫ Mak e Busy Press Make Busy . T o make your phone availa ble for calls again (after making it busy): ∫ Mak e Bus[...]

18 Agen t feature s : Non- ACD ca lls Not Read y Non-ACD calls T o make a non- ACD c all: ∫ 2637 1. Press a seconda ry extension ke . 2. Dial the nu mber you wish t o call. T o answer a n on-A CD cal l, when the telep hone ring s: ∫ 2637 Press the extension key next to the fast flashing indicator . You are connected to your no n-ACD call er . N[...]

19 Agent fe ature s : Super viso r Super v i sor T o answer your super v isor when your phone rings and th e Super visor indi cator fla shes : ∫ Supervis or Press Super v isor . If you're on a call and hear a buzz and the Supe r visor ind icator fla shes: ˙ 1. Press Hold . ∫ Supervis or 2. Press Super visor . T o call your super v isor: ?[...]

20 Agen t fea tures: Walka way an d Return W alkaway and Return Use t his featur e wh en yo u n eed to lea ve your des k duri ng an A CD ca ll, a non-ACD call , or while in the Not Re ady state . T o W alkaw ay during an active ACD or non-A CD call : ˙ Press Hold . The L CD in dicato r b eside the In-Calls exten sion flashes. T o W alkaway while i[...]

21 ACD Su perv isor fe ature s: A gen t keys Answe r Age nt ACD Super visor features Y ou can assi gn any feature liste d in the Agent f eatures chapter to th e supe rvisor's telephone (exce pt Super visor), as well as the fe atures descr ibed in this ch apter . Agent keys Agent ke ys allo w you to ca ll age nts by pr essing ∫ Ca ll Agent , [...]

22 ACD Supe rvis or feat ures: A nswer Emer gency Ca ll A gent Answer Emergency When your p hone buzzes and the Answ er E merge ncy ind icator fl ashes: ˙ 1. Press Hold if you intend to return to the call in progr ess. ∫ Ans Emerg 2. Press Answer Emerge ncy . Y our position goes into NOT READY state and the Answ er Emerg ency indicator lights st[...]

23 ACD Supervisor Features: Display agent status Headset talk/listen Display agent status The Display Agents feature gives you a summa ry of the current status of all agent positions for which you have agent keys. ∫ Disp Agent 1. Press Display Agent . The display shows summ ary of the current status of all agen t positions wh ich have a key assig[...]

24 ACD Su pervi sor featu res: Ho ld non -ACD ca ll In terflow Hold non-ACD call T o put a non-A CD call (age nt or secondary DN) on Hold: ˙ Press Hold . The L CD in dicato r º flash es beside t he lin e on hold. T The LCD indicator flashes slowl y. The caller may hear music if this is programmed on you r system. T o take a n on-ACD c all o f f h[...]

25 ACD Su pervis or f eatures: Ni ght Serv ice Obse rve Night Ser vice T o ente r Night Ser vice: ∫ N i g h t and Press Night and d ial fl fl fl fl (N for Night). The indicator lights steadi ly . All call in the queue and ne w calls re ceive Nigh t Ser v ice. T ran sition to Nigh t Ser vice: ∫ N i g h t an d Press Night an d dial ° ° ° ?[...]

26 ACD Su pervi sor feat ures: Re cord ings and music T o leave th e Obser ve state: ® Press Rele ase . Note: Y ou cannot obser ve an ag ent if the agent's call is on Hold or if no calls are in progress. Recordings and music ∫ 2637 1. Pr ess a secondar y exte nsion ke y. 2. Dial the access code for the reco rded announcem ent or music . Y o[...]

27 Message Services: Meridian Mail Messag e Ser vices When your p hone is busy or un answered, you r calls can be route d to a message center attendant o r to the Meridi an Mail voi ce messaging sys tem Meridian Mail Meridian Mail is an automated messaging system that allows you to record and play back messag es left b y people calling to your tele[...]

28 Message Services: Meridian Mail commands Meridian Mail commands T o R ewind 3 Secon ds: Dial ⁄ ⁄ ⁄ ⁄ . T o Play Message: Dial ¤ ¤ ¤ ¤ . T o Fast For ward 3 Se con ds: Dial ‹ ‹ ‹ ‹ . T o Go to Previo us Messa ge: Dial › › › › . To R e c o r d : Dial fi fi fi fi . T o Go to the Nex t Mes sage: Dial fl fl fl fl .[...]

29 Hardw are Opti ons Hardware Options Meridian Communications Adapter (MCA) Y ou can estab lish data calls with the Meridia n Communication s Adapter by connecting your digital telep hone to a computer te rminal or PC . In this way you can comm unicate with anoth er computer using your t elepho ne. This option requires the addition o f the Power S[...]

30 Index Index A ACD 1, 4 ACD c alls 12 Activity code 12 agent ID 7, 8 agent keys 21 agent position 4, 7 Agent Return 20 Age nt W alkaw ay 20 answer ACD c all 12 non- ACD ca lls 4 Answ er Agen t 21 Answ er Eme rgenc y 22 Answer Super visor 19 Automatic Answer 13 Automatic Call Distribution 1 C Call Agent 22 Call Forcing 13 Call For ward 13 Call Sup[...]

31 Index Conference with Super visor 19 D disconnect 4 Display 5 Display Ag ents 23 Display ke y 4 Display Queue 15 E electret headsets 1, 6 Emerge ncy agent 16 super visor 22 End ACD c all 12 extens ion 4 External Aler ter Inter face 1, 29 F Function keys 5 H Headset 1, 6 inter face 16 talk/listen 23 Hold 4, 17 Hold no n-AC D ca ll 24[...]

32 Index I In-Calls Key 4 indicator 4 Inter flo w 24 K Key Expa nsion Modu le 29 L LCD indica tor 4, 5 Log in standard 7 with MQA 8 Log out standard 7 with MQA 10 M Make Bu sy 17 Meridian Communicatio ns Adapter 1, 29 Meridian M ail 27 comm ands 28 Messag e Wait ing lamp 5, 27 Multiple Queue Assig nment (MQA) 8 Log in 8 Log out 10 set display e xam[...]

33 Index N Night Ser vice 25 Non-ACD cal ls 4, 18 Not Ready 18, 20, 22 O Obser ve Agents 25 P position ID 21 Priority 8 Program key 5 Q queue 4 R reco rded an nouncemen t 26 Release 4 Return from W a lkaway 20 S Second ar y DN call s 12 Super visor 8, 19 Super visor ID 8 T T r ansfer to Super visor 19[...]

34 Index V Vo l u m e c o n t r o l 4[...]

38 While you are aw ay from your desk: Cal l For ward[...]

Title to and ownership of Meridian SL-1 softw are shall at all times remain with Northern T elecom. Meridian SL-1 softw are shall not be sold outright and the use thereof by the customer shal l be subject to the parties entering into softwar e agreements as specified by Northern T elecom. Information contained in this document is subject to change.[...]