Avaya 3905 Digital Deskphone Quick Reference Guide
Contents
1. ly the In Calls Key Avaya Meridian 1 or or v Replace the Handset to terminate a call or or 2637F aa Press an Individual Line Key non ACD This will remove you from the queue or ot Not Ready f T Press the Not Ready Key This will remove you from the queue but keep you logged in as an agent position or Call Center Agent features Wait for the caller to terminate the call Call Forcing The Call Forcing option automatically connects incoming ACD calls You do not need to press the In Calls Key When Call Forcing is on you have a time interval between each incoming call that is defined by your network administrator After the time interval is up you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller in cali J You hear a short tone The In Calls J indicator lights continuously and the ACD call automatically goes to your agent position Note Pressing the In Calls Key with Call Forcing Auto Answer on disconnects an active ACD call Use the Emergency Key When you have an emergency situation d Press the Emergency Key The indicator E x E flashes while your supervisor is called When your supervisor picks up the call the LED indicator lights continuously and you have a three way conference Note The display shows information about the call Before you press the Emergency Key write down this information for future refere2. Press the Done Key to save changes Press the Quit Key or the Directory Log Key to exit Press the Directory Log Key Dial the password Press the Enter Key Use the Navigation Keys to highlight Password Administration Press the Select Key The Password Administration menu appears with Password enabled OM highlighted Call Log Select 6 Press the Select Key again to select fa Password enabled OH Off 7 Press the Off Key to disable password E protection Done 8 Press the Done Key to save changes 9 Press the Quit Key or the Directory Log Key to exit or Dir Log Call Log The Call Log records the name and number of incoming and outgoing calls and can be password protected You can activate Call Log to record all calls record only the unanswered calls or record no incoming calls The Callers List stores incoming calls and the Redial List stores outgoing calls in order of date and time received made The oldest call is stored at the top of the list The newest call is stored at the bottom of the list The Avaya 3905 Digital Deskphone Call Log list holds up to 100 entries for incoming and 20 entries for outgoing calls The Avaya 3905 Digital Deskphone can copy a number from the Callers List or Redial List and store it in the Personal Directory Access and use the Callers List To access the Callers List using the Directory Log Key l Press the Directory Log Key m Dir Los ae 2 Use th
3. The display shows summary of the current status of all agent positions which have a key assigned on the supervisor s phone Positions busy on ACD calls Mae t WAIT CH LOGOUT positions Positions z B EB waiting for Positions ACD calls E b Forward Callers Fedial nO ACD calls ap 553 9096 Note 1 Agent positions in the Not Ready state will be counted as busy on either ACD calls or non ACD calls as specified by your system administrator Note 2 The Display Agent Summary Information is displayed for 12 seconds or until another feature key is pressed Viewing queue status Display agent status on the Meridian SL 100 The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys Disrlaunat Press the Display Agent Key The display shows summary of the current status of all agent positions which have a key assigned on the supervisor s phone Agent positions not logged in Agent positions on active SDN ACD na Agent 9 ee Agent positions available to logged in but receive calls currently on non ACD calls Agent postions logged in but temporarily unable to receive calls 553 9096B Note The Display Agent Summary Information is displayed for 12 seconds or until another feature key is pressed Your telephone s non ACD call features Your telephone s non ACD cal
4. Clear uU x Done 1 Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to your Personal Directory 2 Press the Copy Key The displays shows Cory to 3 Press the Directory Key 4 Press Next to copy the incoming call without editing the name Edit the number if required see note for step 5 and go to step 6 or Press Clear to make changes to the name before saving Add the name using the dial pad Delete and Case Keys as needed 5 Press the Next Key Make changes to the telephone number if required Note f you are copying an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call 6 Press the Done Key The entry is saved to your Personal Directory and you are returned to the Redial List Set to Set Messaging Set to Set Messaging With the Set to Set Messaging application activated an internal caller using an Avaya 3903 3904 or 3905 Digital Deskphone receives a quick visual message which you have selected whenever they dial your telephone number The length of your message is limited to 24 characters The message is entered through the dial pad keys using a process similar to the one used for entering names in the Personal Directory Your network administrator may provide access to a list of up to ten messages which you may customize and select as
5. Even if you are using the optional handset you must disconnect the headset to activate walkaway mode There is not a quick disconnect for the handset Note 3 On the Meridian SL 100 you are not required to disconnect the headset for walkaway Note 4 On the Meridian SL 100 a call on hold prevents you from activating the Not Ready Key When you press the Not Ready Key an active call is terminated unless your network administrator has enabled the Non immediate Cut off feature for your telephone Call Center Supervisor features Call Center Supervisor features In addition to the features described in this section your network administrator can assign any feature listed in the Agent features section to a supervisor s telephone except Supervisor Agent Keys Agent Keys allow you to connect observe or monitor the status of each Agent position Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys The following table shows the meaning of the LCD indicator associated with an Agent Key Indicator Agent Status Off No agent logged in at this position On Busy on an ACD call Slow Flashing Waiting for an ACD call Fast Flashing Busy on a non ACD call Note On the Meridian SL 100 instead of a Fast Flashing Indicator you will observe a Wink This indicates that the Agent has entered Not Ready state Answer Agent When your phone rings and the Answe
6. characters in the name of the person you are calling beginning with the last name Once you have located the name and number of the person you may use the dial soft key to call the number You may copy an entry from the Corporate Directory and paste it into your telephone s Personal Directory for quick access To use the Corporate Directory application eum E ENS Lorrorate Directory Select 18 l Press the Applications Key Note If when you press the Applications Key Corporate Directory is highlighted you may proceed directly to step 4 2 From the Applications menu use the Navigation Keys to highlight Corporate Directors 3 You may pess the Select Key or proceed directly to step 4 The Corporate Directory Find screen appears 4 Use the dial pad to enter the name of the person you want to call Enter the last name first Separate the last name and first name with a comma Corporate Directory 2637 Done Dial Note 1 The comma is the first character on the 1 Key on your dial pad Note 2 You do not need to enter the entire name When the Done Key is pressed the application will highlight the first directory entry that matches the text that you entered 5 Press the Done Key The application highlights the first entry that matches the text you entered in step 4 If there is no match the screen displays Ho matches found for the text that you entered 6 Use the Na
7. 7 Avaya 3905 Digital Deskphone keys 8 Call Center Agent Supervisor Features 9 Headset interface 9 Agent login 9 Login with Agent ID and Multiple Queue Assignment MQA 10 Correct errors during the login procedure 11 Default login 12 Agent logout 12 Call Center Agent features 13 Use Activity Code 13 Answer Call Center calls 14 Call Forcing 15 Use the Emergency Key 15 Activate Make Set Busy 15 Use Not Ready 17 Answer or make non ACD calls 17 Contact your supervisor 18 Use Walkaway and Return from Walkaway 19 Call Center Supervisor features 21 Agent Keys 21 Answer Agent 21 Answer Emergency 21 Call Agent 22 Use the Supervisor Observe and Supervisor Headset Jack 22 Observe Agent 23 Interflow 23 Night Service 24 Viewing queue status 25 The Avaya Meridian 1 ACD Calls Waiting status indicator 25 Display Queue on Avaya Meridian 1 25 The Meridian SL 100 Multistage Queue Status indicator 26 Display Queue Threshold on Meridian SL 100 27 Display agent status on the Avaya Meridian 1 29 Display agent status on the Meridian SL 100 30 Your telephone s non ACD call features 31 Make a call 31 Use the Predial feature 31 Auto Dial 32 Ring Again 33 Redial last number called 33 Use Speed Call 34 Make a System Speed Call 35 Answer a call 36 Place a call on Hold 36 Transfer a call 37 Trace a Malicious call 38 Forward calls 39 Set up a Conference call 40 Options List 41 Select a language 42
8. Change a Feature Key label 42 Adjust Screen contrast 44 Adjust volume 44 Choose Ring type 45 Select Call Log options 45 Use Live dial pad 46 Select Preferred name match 46 Set up area code 46 Enable Call timer 47 Select Date time format 47 Enable Key click 47 Headset type selection 48 Use Headset port on call 48 Activate Headset port external alerter 49 Display diagnostics 49 Directory display and navigation 50 Access your Callers List Redial List or Personal Directory 50 Directory password protection 51 Call Log 53 Access and use the Callers List 53 Access and use the Redial List 55 Use the Personal Directory 56 Access the Personal Directory 56 Add a Personal Directory entry 56 Add an incoming call 58 Add an outgoing call 59 Delete or edit a Personal Directory entry 59 Delete your Personal Directory 60 Use the Personal Directory to make a call 61 Use Card View 61 Search for an entry 62 Copy a number from the Redial List 63 Set to Set Messaging 64 Corporate Directory 67 Contents Introduction to the Avaya 3905 Digital Deskphone Introduction to the Avaya 3905 Digital Deskphone Your Avaya 3905 Digital Deskphone provides easy access to a wide range of business features Your network administrator assigns features to your feature keys and provides you with passwords and other codes as required Avaya Meridian 1 and Meridian SL 100 systems automatically control incoming call rou
9. Key again The number is stored on the key Note To change the key label Autobial select Change feature key label from the Options List menu Please see Change a Feature Key label on page 42 for detailed instructions Your telephone s non ACD call features Ring Again Use the Ring Again feature when you dial a number and receive a busy tone or no answer The Ring Again feature lets you know when the person you dialed is available or has used their telephone The feature notifies you when to redial your party The Ring Again feature automatically redials the number To use Ring Again EEE FinaHan To call a Ring Again party when you receive notification 2637 emm Enacall To cancel Ring Again before notification Canc l kA Redial last number called 1 Dial a number and receive a busy tone or no answer Note On the Meridian SL 100 Ring Again is available on busy tone only 2 Press the Ring Again Key The screen displays Ring again is active When the number you want to reach is available or the person has re used their set you hear the Ring Again tone 1 Press an Individual Line DN Key 2 Press the Ring Call Key Press the Cancel Ring Again Key The screen displays Ring Again is cancelled Last Number Redial allows you to automatically redial the last number you dialed This feature must be enabled by your network administrator To use Last Number Redial when usin
10. Observe Key on an agent s telephone The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor s headset is muted To use the Supervisor Observe feature Supervisor plugs the headset into the agent telephone Call Center Supervisor features To use the Supervisor Observe feature for a two way conversation 9 While the headset is plugged in press the Q Supervisor Observe Key the LED lights continuously and the supervisor can participate in the conversation To mute the Supervisor headset E Press the Supervisor Observe Key a second time and the to put the supervisor headset on mute The LED turns off Observe Agent To observe an agent f z 1 Press the Observe Agent Key Your Ee l ae position goes into Not Ready state Agenti a 2 Press the Agent Key or dial the agent s position ID You can listen to the agent or and caller s conversation SEE Note To observe another agent repeat step two To talk to an agent you are observing 1 While observing an agent Press the a A ata Call Agent Key You now have a conference with the agent and the caller To leave the Observe state Goodbye e Press the Goodbye Key Note You cannot observe an agent if the agent s call is on hold or if no calls are in progress Interflow When the call backlog or the waiting time in the queue exceeds a set threshold Interflow f
11. The Call Forward feature allows you to direct your calls to ring at another Line DN You cannot forward calls while your telephone is ringing To forward your calls Forward 18 Done To view the number that your calls are being forwarded to CheckFu Exit To cancel Call Forward CheckFu CanclFu Press the Forward Key The previously stored forward number appears if one exists and the screen displays Enter forward number If desired enter a new number The existing number is automatically deleted If you make a mistake use the Delete Key to delete the previous digit s Press Cancel to leave this screen without forwarding your telephone or changing the number Press the Done Key to activate Call Forward Press the Check Forward Key Press the Exit Key to return to the previous screen This action will leave Call Forward active Press the Check Forward Key Press the Cancel Forward Key Your telephone s non ACD call features Set up a Conference call You can set up a Conference call for up to six people including yourself Contact your network administrator to determine the maximum number of people your system allows on a conference call To set up a conference call Cont l Press the Conference Key while you E are on a call The other party is on hold and you receive dial tone The screen displays Call on hold dial namber 2 Dial the number of the person you want to a
12. adjust the contrast of the display on your telephone After you select Screen contrast from the Options List menu Lower Higher From the Contrast screen press the or Lower Key to decrease the display Ss 7 contrast level or press the Higher Key to increase the display contrast level Press the Done Key to save changes Press the Quit Key or Options Key to exit Adjust volume Use the Volume adjustment option to select a comfortable sound level for the various audio signals Note After you select Volume ad3ustment from the Options List menu a list of adjustable items for your telephone model appears It is recommended that you adjust these parameters while you are on a telephone call so that you can judge the impact of the changes your are making To adjust the Ringer volume ees 1 Select Ringer from the Volume menu Laer Higher 2 Press the Lower Key to decrease the or ringer volume or press the Higher Key 4 EE to increase the ringer volume Press the Done Key to save changes Press the Quit Key or Options Key to exit Use the procedure above to adjust the volume on the following items Buzzer Headset listen Sreaker Headset talk Handset listen Headset sidetone Note Headset sidetone is the sound of your own voice that you hear in the headset speaker Choose Ring type The Ring type option allows you to choose from among the various ringing sounds available for your telephone model After you select Rina tre
13. complete the transfer The two callers are connected and your telephone is ready to make or receive new calls To go back to the original call if the transfer is incomplete sooty f P l Press the Goodbye Key 207 2 NB 2 Pressthe Individual Line DN Key with the flashing icon to return to your original call Your telephone s non ACD call features Trace a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls The feature is available for both internal and external calls When the key is pressed your Directory Number and the telephone number of the caller are recorded for access by your network administrator To use Call Trace while you are on a call CallTrace ese To use Call Trace if you do not have a Call Trace Key Trans Cont 383 17 2 NB Press the Call Trace Key Note On the Meridian SL 100 press the MalcsHold Malicious Call Hold Key l Press the Transfer Key or the Conference Key Note On the Meridian SL 100 press only the Transfer Key 2 Dial the Malicious Call Trace FFC Avaya Meridian 1 or the Malicious Call Hold FAC Meridian SL 100 3 Press the Individual Line DN Key beside the flashing LCD indicator to return to the call Note On the Meridian SL 100 after dialing the Malicious Call Hold FAC you are automatically reconnected to the calling party Your telephone s non ACD call features Forward calls
14. features 4 Press the Done Key to save the code Done pe and number To make a Speed Call 2637 emm l1 Press an Individual Line DN Key SecCtrl Secllsr 2 Press the Speed Call Controller Key or E or pg the Speed Call User Key The screen displays Enter code 333 3 Dial the Speed Call code assigned to the telephone number The number is automatically dialed Make a System Speed Call System Speed Call allows you to make a call by dialing Speed Call codes which may override your telephone s class of service restrictions The System Speed Call feature is set up on the system by your network administrator It is a speed dial number that is common to many users therefore it is set up on the system not on your individual telephone To make a System Speed Call 2637 cum 1 Press an Individual Line DN Key SecCtrl Seal jess 2 Press the System Speed Call or Controller key or the System Speed E EE Call User Key or enter the System Speed Call User FFC 3 Dial the Speed Call code assigned to dd the telephone number The number is automatically dialed Your telephone s non ACD call features Answer a call When you receive an incoming call on an Individual Line DN your telephone rings and the LCD indicator flashes To answer a call 2637 Q Press the Individual Line DN Key z Um beside the flashing LCD indicator Note If you have the handset option and you pick up the handset you must also press
15. information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF Y
16. tests the functionality of your telephone s display screen and indicator lights This option also provides information on the firmware currently in use on your Avaya 3905 Digital Deskphone After you select DisFlay diagnostics from the Options List menu gin Use the up or down Navigation Key to JO scroll through the list and view the changing display screens Press the Done Key to return to the Options List menu Press the Quit Key or Options Key to exit Directory display and navigation Directory display and navigation With the display on the Avaya 3905 Digital Deskphone you can view two lines of information The figure below shows the status once you log into the directory Al Directories Personal Directory Call Loa Callers Lista Ww Select a35 553 9092 Access your Callers List Redial List or Personal Directory To access the Avaya 3905 Digital Deskphone Directory Log 1 Press the Directory Log Key a Dir Log Note When you press the Directory Log Key your Personal Directory is automatically selected At this point you may begin searching the directory using the telephone s dial pad See Search for an entry on page 62 gmn 2 Use the Navigation Keys to highlight um the Personal Directory or the Call Log that you want to view Personal Directory Call Lod Callers List Call Loa Redial Listi Select 3 Press the Select Key Directory display and na
17. the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue The following table lists the four states of the Calls Waiting LCD indicator Indicator Queue Status Meaning Off Light On Normal An acceptable number of calls are waiting There are few or no calls waiting Slow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Fast Flashing Overloaded Too many calls are in the queue New calls are being overflowed to another queue Note If your telephone is configured for the Display Queue feature the LED LCD indicator beside the feature key functions as a Calls Waiting status indicator Display Queue on Avaya Meridian 1 The Display Queue feature allows you to access the status of calls in an ACD queue The information displayed includes number of calls waiting in the queue number of agent positions occupied for the queue the length of time that the oldest call has waited in the queue and the number of calls that have been overflowed into the queue To display information on your ACD queue SE c9 Press the Display Queue Key Information on your current ACD Dsply Queue OX queue appears on the display Viewing queue status Calls waiting Calls time overflowed into this queue WAITING MAME LWAIT TOFt Number of 13 3 AA d zd rh time first call Forward Callers Redial has waite
18. the Individual Line DN Key otherwise the handset is not operable However you may terminate a call by replacing the handset in the cradle Place a call on Hold Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line DN You can answer the second call and retain the original call by putting it on Hold To place a call on Hold Press the Hold Key The LCD indicator Hold 7 LN flashes beside the line on hold Note 1 If the Automatic Hold feature is configured for your Avaya Meridian 1 the active call is automatically put on Hold when you answer the second call Note 2 On the Meridian SL 100 Automatic Hold is the default feature Note 3 The caller hears music while on hold if the Music on Hold feature is configured for your system To retrieve a call on hold 2637 QR Press the Individual Line DN Key a eS beside the flashing LCD indicator Your telephone s non ACD call features Transfer a call Use the Transfer feature to redirect a call to a third party To use the Transfer feature Trans l Press the Transfer Key eps The other party is on hold and you receive a dial tone The screen displays Call on hold dial number 2 Dial the number of the telephone SEE where the call is to be transferred Swar EY 3 Press the Swap Key to switch between or talking with the original caller and the 4 cs new caller Press the Connect Key to
19. you press the Quit Key or Options Key before you press the Done Key you exit the Options List without saving your changes Select a language The display is available in multiple languages After you select Language from the Options List menu 1 Use the Navigation Keys to highlight lt i the desired language e g German Deutsch Select 2 Press the Select Key Press the Done Key to save changes Press the Quit Key or Options Key to exit Change a Feature Key label You can change the name on the Programmable Line DN Feature Keys self labeled These keys are located on both sides of the top portion of the display area To change a Feature Key label l Press the down Navigation Key once aa 5 to highlight Change feature key label Change feature key label Select 2 Press the Select Key y This action takes you to the Feature Key menu and highlights Change feature key label Select 3 Press the Select Key again Roy The prompt asks you to select the key you want to change AutoDial emm 4 Press the Programmable Line Feature Key whose label you want to change e g RutoDial with the first letter in your new label Press the key until the correct character appears 333 5 Press the Dial Pad Key that is printed Note Use the Case Key to change the case of the letter as needed Press the Up Navigation Key to access special characters you may want to include in the label Use the Naviga
20. your current set to set message Only one message at a time may be customized and only one message can be stored in your telephone s memory You can check your Call Log to determine whether or not a caller was sent the set to set message A 6 will appear beside the call log entry of the callers who saw your message Nofe This feature is not available on the Meridian SL 100 To access Set to Set Messaging aA fests 1 Press the Applications Key 2 From the Applications menu use the Cap Navigation Keys to highlight Set to Set Messaging Set to Set Messaging Select 3 Press the Select Key cw The Set Set Msg screen appears indicating the status of the feature on or off and whether or not a message is stored defined in memory Note If you have activated password protection on your Directory Log you will need to enter your password to continue To edit the currently stored message or to create a new message Edit l Press the Edit Key Set to Set Messaging EEE Done To select a message provided by your network administrator i e Select To customize a message provided by your network administrator E JEMS Edit 2 From the Edit Mode screen use the dial pad to enter a text message Press the Delete Key to delete a character Press the Case Key to toggle between upper and lower case characters Press the Cancel Key to exit the screen without saving changes Note 1 Please r
21. ACD call 2637 Press the DN Key next to the flashing Em indicator You are connected to your non ACD caller Call Center Agent features Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes rm oe Press the Supervisor Key If you are on a call and hear a buzz and the Supervisor indicator flashes 1 Press the Hold Key m e ress the ey Hee Ca 2 Press the Supervisor Key To call your supervisor Press the Supervisor Key If you are on a S aa ae aam call this automatically puts the call in progress on Hold To return to the ACD call rum vA Press the In Calls Key To Conference your Supervisor during a call in progress i E ee 1 Press the Supervisor Key The caller is Supervisor seri j gt on hold and you can talk privately with your supervisor e ES 2 Press the Supervisor Key a second i time to have a three way conversation with the supervisor and the caller Note On the Meridian SL 100 press the Emergency Key to establish a three way call Call Center Agent features To Transfer to a supervisor during a call in progress Supervisor Supervisor 7 3 Press the Goodbye Key to disconnect Press the Supervisor Key Jo 2 Press the Supervisor Key again when the supervisor answers lo J
22. AVAYA Avaya 3905 Digital Deskphone Quick Reference Guide Avaya Communication Server 1000 Release 7 5 Document Status Standard Document Number NN42370 111 Document Version 03 01 Date October 2010 AVAYA 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or
23. OURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have
24. Observe Agent Call Supervisor Answer Emergency Emergency Answer Agent Not Ready Activity Code Make Set Busy Display Queue Note The Headset and In Calls Keys are required Your network administrator can reconfigure the remaining four keys to any of the features listed above Default keys are indicated by an asterisk Order the optional Key Cap Kit to obtain key caps for the non default features Call Center Agent Supervisor Features 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 Ref
25. Purchasing 2 Press the right Navigation Key dS Use the Personal Directory To dial from the Card View d 1 Use the Navigation Keys to show the JO name and number of the currently selected entry in the Card View Note If you are dialing an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call Dial 2 Press the Dial Key 2637 mE 3 Press an Individual Line DN Key to call the person whose name is highighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key To exit the Card View p Press the left Navigation Key to leave d D the Card View and return to the selected name Search for an entry You can search for a particular entry in your Personal Directory To search for an entry 1 Use the Navigation Keys to highlight C ERE 5 Personal Directory Personal Directory Select 2 You may press the Select Key or pm proceed directly to step 3 3 Use the dial pad to enter the first letter SEE of the name your are seeking For example press the 2 key twice to go to the first entry that begins with the letter B Use the Personal Directory Copy a number from the Redial List You can copy a number from the Redial List to the Personal Directory To copy a number from the Redial ENS 24298 _ Copy ft Dirctra Hest or
26. Use the dial pad to enter the desired changes Refer to Add a Personal Directory entry on page 56 for an example of how to use the dial pad to enter names Press the Next Key Edit the number if necessary Press the Done Key to save the changes Press the Quit Key or the Directory Log Key to exit Press the Delete List Key The display shows Delete all entries Press the Yes Key if you want to delete all the entries in your Personal Directory or press the No Key if you want fo return to the top of the Personal Directory with no changes made Use the Personal Directory 3 Press the Quit Key or the Directory Log Key to exit or Dir Loa Use the Personal Directory to make a call To use the Personal Directory to make a call l1 Use the Navigation Keys to highlight C lam the desired name or number Note If you are dialing an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call Purchasing Dial 2 Press the Dial Key 2637 3 Press an Individual Line DN Key to call the person whose name is highighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Use Card View The Card View feature provides additional information about the Personal Directory entry To look at the Card View 1 Use the Navigation Keys to highlight cM the desired name
27. all on hold to answer the call on your Individual Line DN Use the Predial feature The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number ii 1 Dial the number Note 1 If you are calling an external or long distance number be sure that the appropriate access codes are included To use Predial Your telephone s non ACD call features Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string 2637 2 Press an Individual Line DN Key to receive dial tone The displayed predialed number is automatically dialed Note You cannot use the Predial feature if the Live dial pad feature is active Auto Dial Auto Dial lets you dedicate a feature key to a specific telephone number When the Auto Dial Key is pressed the number is dialed automatically To use Auto Dial 2637 em 1 Press an Individual Line DN Key ButoDial 2 Press the associated Auto Dial Key The number is dialed automatically To display the Auto Dial number Display ED 1 Press the Display Key Note On the Meridian SL 100 press the Inspect Key to display the number ButoDial zm 2 Press the configured Auto Dial Key The number appears on the display To store an Auto Dial number ButoDial PED l Press the Auto Dial Key without lifting the handset 2 Dial the number to be stored on the aaa Auto Dial Key Butabial 3 Press the Auto Dial
28. d 5 553 9093 Note 1 In an MQA environment the display will scroll through the different queues at 2 second intervals The queues are presented in the order in which they were entered at login Note 2 The Display Queue Key may be configured on your Avaya 3905 Digital Deskphone as a Fixed Feature Key or as a Programmable Line DN Feature Key The Meridian SL 100 Multistage Queue Status indicator The ACD Multistage Queue Status MSQS Key Lamp feature provides a visual indicator of the number of calls in the ACD queue Three thresholds T1 T2 and T3 are created by your supervisor The thresholds represent the number of calls in the queue or the wait time of the next call to be answered You can activate the MSQS Key Lamp feature by any of the following actions you log in and ACD call is presented to your position or you activate the Not Ready feature The following table lists the four states of the LCD indicator Indicator Queve Status Off Less than or equal to T1 On Greater than T1 and less than T2 Flash Greater than T2 and less than T3 Wink Greater than T3 Viewing queue status Display Queue Threshold on Meridian SL 100 On the Meridian SL 100 the Display Queue Threshold or Waiting Calls Key allows an ACD Agent or Supervisor to view the number of calls waiting in the queue or how long the first call in the queue has been waiting To display the queue threshold for your Meridian SL 100 ACD group a
29. dd to the conference Siar Panneet 3 Press the Swap Key to switch between or talking with the original caller and the Eg new caller Press the Connect Key to complete the conference Everyone is able to join the conversation If the person you attempt to add to the conference is unavailable sooty e l Press the Goodbye Key 077 2 EB 2 Press the Individual Line DN Key beside the flashing LCD indicator to return to your original call Options List The Options List allows you to customize certain characteristics of your phone Screen prompts take you step by step through procedures and keep you informed on the status of the following settings Language Change feature key label Screen contrast Volume adjustment Ring type Call log options Preferred name match Area code set up Call timer enable Date time format Key click enable Headset type and Display diagnostics To change any option s setting Zs rtianz P Press the Options Key 2 Use the Navigation Keys to scroll up eD or down through the options list Ja O g p Select 3 Press the Select Key when the desired E option is highlighted 4 Change the option s settings Refer to the following pages for details The display also provides you with information to adjust your selection Dane 5 Press the Done Key to save your E changes 6 Press the Quit Key or Options Key t Quit y prions Key to c gt E gm rtionz Note If
30. distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Introduction to the Avaya 3905 Digital Deskphone 7 Avaya 3905 Digital Deskphone
31. dset The LED indicator lights steadily Note 1 On the Avaya Meridian 1 if you press the Make Busy Key again the LED indicator will turn off At this point your telephone can accept non ACD calls but you are logged out of the queue Note 2 On the Meridian SL 100 if you press the Make Busy Key again the LED indicator will flash At this point your telephone can accept non ACD calls but you are logged out of the queue Note 3 If you press the Make Busy Key while on an ACD call you will be logged out automatically when the call is finished Call Center Agent features Call Center Agent features This section explains the features that are available to ACD agent positions Use Activity Code This feature allows you to record the type of activity you are performing Use the Activity Key to record Activity Codes on the Avaya Meridian 1 and LOB Line of Business Codes on the Meridian SL 100 Both the Avaya Meridian 1 and the Meridian SL 100 track items such as the number of specific types of calls and the holding times for these calls To capture activities on the Avaya Meridian 1 deny oE l Press the Activity Key Activity GEN EEE 2 Dial the Activity Code that corresponds to the activity being performed Activity ve 9B 3 Press the Activity Key again If performing multiple tasks repeat these Activity eB steps To capture the type of ACD call on the Meridian SL 100 a 1 Whi
32. e The cursor automatically advances to the next position if a different from last key is pressed or after a short pause Hest 4 Press the Next Key 5 Use the dial pad to enter the telephone SEE number associated with the name entered above Note 1 f you are adding an external or long distance number be sure to include the access codes required by your system to make an external or long distance call Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string Done 6 When you have finished entering all of the digits press the Done Key to save EE the changes 7 Press the Quit Key or the Directory Log Key to exit or eS DirzLaoa Use the Personal Directory Add an incoming call Cim f C88 Dirctra Hest or Clear um m uw X n Done Quit or Dir Loa l Press the Copy Key The displays shows the message Cory ta 2 Press the Directory Key 3 Press Next to copy the incoming call without editing the name Edit the number if required see note for step 4 and go to step 5 or Press Clear to make changes to the name before saving Add the name using the dial pad Delete and Case Keys as needed 4 Press the Next Key Make changes to the telephone number if required Note 1 If you are copying an external or long distance number be sure to add the access codes required by your system to make an external or long distance call Note 2 Press the Paus
33. e Key to insert a 1 5 second pause in the dialing string 5 Press the Done Key to save the entry in your directory 6 Press the Quit Key or the Directory Log Key to exit Note You can edit the name or number before or after you save to the directory Use the Personal Directory Add an outgoing call 1 After the person you called answers E m ft a press the Copy Key The displays shows Cor to Giretes 2 Press the Directory Key Add the name using the dial pad Delete and Case Keys as needed Hext 4 Press the Next Key bane 5 Press the Done Key to save the ES changes 6 Press the Quit Key or the Directory Log Key to exit or Note You can edit the name or number ES Dir Los before or after you save to the Directory Delete or edit a Personal Directory entry To delete a Personal Directory entry gm 1 Use the Navigation Keys to highlight the entry you want to edit or delete Delete 2 Press the Delete Key to delete the EE currently highlighted entry in your Personal Directory Yes 3 Press the Yes Key to confirm the deletion I Use the Personal Directory To edit a Personal Directory entry Edit Hext Done or Dir Loa Delete your Personal Directory To delete your Personal Directory DelList ez Ho EB NEN Press the Edit Key to change the telephone number or name Use the Navigation Keys to highlight the character you want to change
34. e Navigation Keys to highlight Call Log Callers List Call Lod Callers List Call Log Select Hew Old EB E To access the Callers List using a Context Sensitive Soft Key or a Programmable Feature Key Callers To make a call from the Callers List E 359551212 Dial 2637 um To exit the Callers List without making a call or Gm Dir Loa 3 Press the Select Key 4 Press the New Key to go to the top of the new calls list or press the Old Key to go to the top of the old calls list Press the Callers Key You are presented with the first call in the new calls list 1 Use the Navigation Keys to highlight the number you want fo call Note 1 If you are calling an external or long distance number you will need to edit the number to add the access codes required by your system to make an external or long distance call Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string 2 Press the Dial Key to call the number selected 3 Press an Individual Line DN Key Your call is automatically dialed and you exit the Callers List Note Outgoing calls may not be placed on your ACD DN using your In calls Key Press the Quit Key or the Directory Log Key to exit Call Log Access and use the Redial List The Redial List records your last 20 outgoing calls and can be password protected On the Avaya 3905 Digital Deskphone you can copy these nu
35. efer to Add a Personal Directory entry on page 56 for detailed instructions on using your telephone s dial pad to enter text Note 2 While in the Edit Mode screen Press the Up Navigation Key to access special characters you may want to include in the name Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 3 Press the Done Key Your message is saved and you return to the Set to Set Message Screen 1 From the Set to Set Message screen use the Navigation Keys to scroll through the list of available messages 2 Press the Select Key to choose the currently displayed message 1 From the Set to Set Message screen use the Navigation Keys to scroll through the list of available messages 2 Press the Edit Key to choose the currently displayed message Set to Set Messaging EEE Done To activate or deactivate Set to Set Messaging and exit the application n i ort 3 From the Edit Mode screen use the dial pad to customize the message Press the Delete Key to delete a character Press the Case Key to toggle between upper and lower case characters Press the Cancel Key to exit the screen without saving changes Note 1 Please refer to Add a Personal Directory entry on page 56 for detailed instructions on using your telephone s dial pad to en
36. er to your distributor for the latest product bulletin recommending headset types for use with the Avaya 3905 Digital Deskphone 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 Wes vA J l 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 233 2 Dial your Agent ID if required ma 3 You are automatically placed into Not Circus ane Ready state Press either the In Calls Wi Key or the Not Ready Key to enter the ACD queue Coon C E Call Center Agent Supervisor Features Login with Agent ID and Multiple Queue Assignment MQA The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID if your queue requires one followed by up to five ACD DNs and priority values if priority values are being used te
37. from the Options List menu 1 Use the Navigation Keys to scroll Jem through the list of ring types Rind ture 3 Play 2 Press the Play Key to sample a ring m Select 3 Press the Select Key to activate the Le desired ring type Press the Done Key to save changes Press the Quit Key or Options Key to exit Select Call Log options The Call Log options setting provides a choice of logging all incoming calls logging only the unanswered calls or not logging any calls The Call Log holds up to 100 different incoming entries After you select Call 109 oetions from the Options List menu From the Log options menu use the Cap D Navigation Keys to highlight and select either Loa all calls Log all calls or or Lod unanswered calls Log unanswered calls Note Hew call indication must be set to On if you want Call Log notification Press the Done Key to save selection Press the Quit Key or Options Key to exit Options List Use Live dial pad The Live dial pad option allows you to press any dial pad key to automatically access a dial tone After you select Live dial rad from the Options List menu On Off From the Live dialpad screen press or the On Key to turn on Live dial pad or 4 1 press the Off Key to turn off Live dial pad Press the Done Key to save changes Press the Quit Key or Options Key to exit Select Preferred name match The Preferred name match option displays the names of incoming and outg
38. g the handset 2637 cm 1 Press an Individual Line DN Key Your telephone s non ACD call features 237 2 EB 2 Press the Individual Line DN Key again The last number you dialed is automatically redialed Note On Meridian SL 100 press the Key twice Use Speed Call The Speed Call feature allows you to automatically dial frequently called numbers by entering a one two or three digit code Contact your network administrator to determine the capacity of your Speed Call list A telephone designated as a Speed Call Controller can program or edit the Speed Call list This feature must be enabled by your network administrator To store or change a Speed Call number SecCtrl 1 Press the Speed Call Controller Key EE The screen displays Enter Code then number 2 Dial a one two or three digit code SEE Use the Delete Key if you make a mistake Use the Cancel Key to leave the screen without storing a speed call number Note A dash is automatically inserted after the required number of digits have been entered 3 Dial the associated telephone number EEE Use the Delete Key if you make a mistake Use the Cancel Key to leave the screen without storing a speed call number Note 1 Dial the access code if required followed by the internal external or long distance telephone number Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string Your telephone s non ACD call
39. he name and telephone number you are returned to the Corporate Directory
40. l features This section describes non ACD features commonly used for call processing Your network administrator assigns features to your programmable feature keys Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you To access a feature you press a Feature Key or enter a Flexible Feature Code FFC for the Avaya Meridian 1 or a Feature Access Code FAC for the Meridian SL 100 Your network administrator supplies you with the Flexible Feature Codes or Feature Access Codes for your system Note In order to use a feature described in this section your system software must support the feature and the feature must be assigned to your telephone Check with your network administrator for more details Make a call This section describes features that you can use when you make a call There are several ways to make a call from your Avaya 3905 Digital Deskphone To make a call from your telephone use the features described in this chapter To make a call 2637 C l1 Press an Individual Line DN Key 333 2 Dial the number Note If you are on a call on your Individual Line DN and your telephone is not in Not Ready or Make Busy state your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In Calls line However if you are on an ACD call and a call comes in on your Individual Line DN you cannot put your ACD c
41. le on an active ACD call press the l Cane Activity Key P Activita gum 2 Dial the LOB Code which reflects the EEE type of call you are handling The digits are shown on the display as you enter them If you make a mistake press the Activity Key again and re enter the correct digits Repeat steps one and two for other applicable codes You can enter up to three LOB codes per call Call Center Agent features Answer Call Center calls The In Calls Key is the lower right hand key on your Avaya 3905 Digital Deskphone The In Calls Key is your main ACD extension Primary DN The In Calls Key allows you to answer the next queued call on the primary DN This key presents only ACD calls To disconnect from an ACD call press the Goodbye Key or press the In Calls Key a second time To enable you to make outgoing calls and accept non ACD calls your network administrator must configure one or more non ACD DNs Individual DNs to your Avaya 3905 Digital Deskphone Note If you have the handset option and you pickup the handset you must also press a DN key otherwise the handset is not operable You can terminate a call by replacing the handset in the cradle Your phone rings and the In Calls indicator flashes Press the In Calls Key The caller is my or z ee vA connected and the indicator lights continuously To end an ACD call Ds Press the Goodbye Key or or Cien
42. mbers to your Personal Directory To access the Redial List using the Directory Log Key Sj Dir Log q p em Call Lod tRedial Listi Select To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key Fedial To make a call from the Redial List lt 95551212 Dial ES 2637 pru l Press the Directory Log Key 2 Use the Navigation Keys to highlight Call Log Redial Listi 3 Press Select Press the Redial Key You are presented with the most recently dialed number 1 Use the Navigation Keys to highlight the number you want to call Note If you are calling an external or long distance number be sure that the appropriate access codes are included 2 Press the Dial Key 3 Press an Individual Line DN Key Your call is automatically dialed and you exit the Redial List Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Use the Personal Directory Use the Personal Directory The Personal Directory provides a personalized directory of names and telephone numbers The Personal Directory allows you to add delete search and edit entries and can be password protected The Personal Directory holds up to 100 entries an entry is one name and one telephone number You can add a directory entry by copying the entry from your Callers List or Redial List You can also add entries with the AddNew Key or by using the Personal Di
43. nce Activate Make Set Busy Make Set Busy allows you to make your telephone appear busy to all callers To activate Make Set Busy Press the Make Busy Key or lift the handset E y Key e handse ENIM z and enter the Make Set Busy Activate FFC Call Center Agent features To deactivate Make Set Busy lift the handset and enter the Make Set Busy Deactivate FFC Make Busy T Press the Make Busy Key a second time or Call Center Agent features Use Not Ready Use the Not Ready Key when performing post call work When you need time to catch up on post call processing work mw y T Press the Not Ready Key This takes you out of the queue When you are ready to take ACD calls again mn cuis Press either the In Calls Key or the Not z 1 os I Ready Key to enter the ACD queue or iiid ie d Jt e Note 1 Onthe Meridian SL 100 you must press the Not Ready Key to begin receiving ACD calls Note 2 If you Press the In Calls Key during an ACD call the call is disconnected Answer or make non ACD calls An Individual DN allows you to make outgoing calls and to receive non ACD incoming calls If you do not have an active call when the LCD indicator flashes you can press the corresponding Individual DN Key and answer the call To make a non ACD call 2637 eum 1 Press an Individual DN Key 2 2 Dial the number you wish to call To answer a non
44. o Goodbye A r from the call The caller remains connected with your supervisor Note On the Meridian SL 100 use the Transfer Key to transfer the call to your Supervisor s DN You cannot transfer a call using the Supervisor Key Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call during a non ACD call or while in the Not Ready state To use the Walkaway feature l Press the Hold Key The LCD indicator E ad beside the In Calls extension flashes 2 Disconnect the headset before you leave Note 1 Some headsets have a quick disconnect feature You can do a quick disconnect instead of disconnecting the headset Note 2 On the Meridian SL 100 you do not need to disconnect the headset Call Center Agent features To Walkaway while in Not Ready mode Not Ready LED or LCD indicator is on and Not Ready is shown on the display Hold i To return from Walkaway _in Calls va oJ or Not Ready vA de l Press the Not Ready Key 2 Press the Hold Key 3 Disconnect the headset Note On the Meridian SL 100 you need to enter a walkaway code 1 Connect the headset 2 Press the key next to the flashing indicator Note 1 If a caller disconnects before you return from Walkaway the Not Ready indicator flashes When you return from Walkaway you are in Not Ready mode Note 2
45. oing callers as stored in your Personal Directory if the telephone number matches the one stored in your directory This option allows you to personalize the displayed names for incoming and outgoing calls After you select Preferred name match from the Options List menu On ort From the Name match screen press or the On Key to turn on Preferred name E SE match or press the Off Key to turn off Preferred name match Press the Done Key to save changes Press the Quit Key or Options Key to exit Set up area code Using the Area code set up option causes the Callers List and Calling Line ID CLID display show the number extension followed by the area code prefix in parenthesis This makes it easier to identify local calls and internal calls You can define up to three codes After you select Area code set ur from the Options List menu ist Code 488 Use the Navigation keys to place your 2nd Code cursor in the first line and enter an Jrd Coles area country code of your choice Note You can enter up to three codes of your choice Press the Done Key to save changes Press the Quit Key or Options Key to exit Enable Call timer The Call timer enable option measures how long you are on each call After you select Call timer enable from the Options List menu On ort From the Call timer screen press the or On Key to turn on the Call timer or J j press the Off Key to turn off the Call timer Press the Done Key to save change
46. orwards calls to a predefined target queue The supervisor activates Interflow when the waiting time for the queue exceeds its threshold Call Center Supervisor features To activate Interflow Interflou To stop Interflow Interflou Night Service To enter Night Service Hight am 5s To transition to Night Service um 25 Hight To exit Night Service Hight e BEE Press the Interflow Key The indicator flashes and excess calls are routed to the destination Note On the Meridian SL 100 this feature is known as Controlled Interflow Use the ConIntrFlw Key to activate this feature Press the Interflow Key again Press the Night Key and dial 6 6 N for Night The indicator lights continuously All calls in the queue and new calls receive Night Service Note On the Meridian SL 100 press the Night Service Key You do not dial six Press the Night Key and dial 6 8 T for Transition The indicator flashes Calls in the queue remain in the queue and new calls receive Night Service Note On the Meridian SL 100 press the Night Service Key You do not dial eight Press the Night Key and dial 8 3 D for Day The indicator flashes New calls enter the queue Note On the Meridian SL 100 press the Night Service Key You do not dial three Viewing queue status Viewing queue status The Avaya Meridian 1 ACD Calls Waiting status indicator The LCD indicator beside
47. port on call The Headset port on call option requires that a lamp type accessory be connected to the headset port When the Headset port on call option is activated and the user is on a call the lamp lights providing an indication that a call is in progress After you select Headset Fort on call from the Options List menu On Off From the On call screen press the On or Key to turn on Headset port on call or press the Off Key to turn off Headset port on call Press the Done Key to save changes Press the Quit Key or Options Key to exit Note Additional equipment is required to implement this option For more information please contact your Avaya distributor Options List Activate Headset port external alerter When the Headset port external alerter option is activated it supports a visual or audible alerter and or recorder device This device plugs into the Headset port which is located on the bottom of the telephone After you select Headset Port ext alerter from the Options List menu n ort From the External alerter screen press or the On Key to turn on Headset port jJ external alerter or press the Off Key to turn off Headset port external alerter Press the Done Key to save changes Press the Quit Key or Options Key to exit Note Additional equipment is required to implement this option For more information please contact your Avaya distributor Display diagnostics The Display diagnostics option
48. r Agent indicator flashes Press the Answer Agent Key Your position m g y P London vA araj goes into Not Ready state and you are connected to the agent To disconnect an agent call Goodbye ri ry Press the Goodbye Key Answer Emergency When your phone buzzes and the Answer Emergency indicator flashes Hold s l Press the Hold Key if you intend to return to the call in progress Call Center Supervisor features 2 Press the Answer Emergency Key DUM ve Your position goes into Not Ready state and the Answer Emergency indicator lights continuously You are connected to the call To disconnect from the emergency call Goodbye f eg Press the Goodbye Key Call Agent To call an agent 1 Press Call Agent Key your position lia A ate goes into the Not Ready state Agentl 2 Press the Agent Key assigned to the agent or dial the agent s position ID or Note To talk to another agent repeat steps aaa one and two or press the Agent Key for the next agent To leave Call Agent state soodoye f Sy Press the Goodbye Key Use the Supervisor Observe and Supervisor Headset Jack The Supervisor Observe Key is located in the upper left corner of the Avaya 3905 Digital Deskphone with ACD It has an associated LED A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor
49. rectory PC Utility application The Personal Directory PC Utility uses an accessory cartridge to connect your PC and your Avaya 3905 Digital Deskphone You can create a directory on your Personal Computer and transfer it to your Avaya 3905 Digital Deskphone Access the Personal Directory 1 Press the Directory Log Key es Dir Log Eelsst 2 Press the Select Key in the Directories menu fo select Personal Directory E Note When you press the Directory Log Key your Personal Directory is automatically selected At this point you may begin searching the directory using the telephone s dial pad See Search for an entry on page 62 Add a Personal Directory entry After accessing your Personal Directory AddMew l Press the Add New Key 383 2 Dial the new name Use the Personal Directory Example To enter the name and telephone number for Chris i 1 Dial the name using the key pad Note Press the Up Navigation Key to access special characters you may want to include in the name Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 2 8 8 2 Press the dial pad key with the desired 414 letter repeatedly until that letter ZIZI appears on the display aaa 3 Press the right arrow key to go to the eu next letter Not
50. rminated by amp To choose the default Priority or Supervisor ID enter instead of a Priority entry or a Supervisor ID entry The Priority or Supervisor configured for your set will be used Note A Supervisor who is logging in to accept ACD calls will not be able to specily a Supervisor ID even in the case where agents are required to enter one To login Cmn l Press the In Calls Key 2 Select one of the following four login options To login without Supervisor ID and without Priority Dial your Agent ID amp ACD DN 1 dd ACD DN 2 t ACD DN 3 f ACD DN 4 ACD DN 5 To login with Supervisor ID and without Priority Dial your Agent ID SEE Supervisor ID amp amp ACD DN 1 ACD DN 2 F ACD DN 3 i ACD DN 4 ACD DN 5 F 0 To login without Supervisor ID and with Priority Dial your Agent ID amp ACD DN 1 fJ SEE Priority 1 amp amp ACD DN 2 Priority 2 amp ACD DN 3 Priority 3 amp ACD DN 4 Priority 4 amp ACD DN 5 Priority 5 J Call Center Agent Supervisor Features To login with Supervisor ID and with Priority E Dial your Agent ID Supervisor ID amp ACD DN 1 Priority 1 f Priority 2 Priority 3 Priority 4 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 ial i ial Priority 5 J Press either the In Calls Key or the Not Ready Ke
51. s Press the Quit Key or Options Key to exit Select Date time format There are eight Date time formats Four formats are based on the 12 hour clock and four are based on the 24 hour clock After you select Date time format from the Options List menu aim Use the Navigation Keys to scroll Cap through the eight formats The sample ormats appear on the upper right side of the display area Format 3 Press the Done Key to select the highlighted format Press the Quit Key or Options Key to exit Enable Key click The Key click option causes the handset or speaker to produce a clicking sound when you press the telephone keys After you select Kes click enable from the Options List menu On ort From the Key click screen press the or On Key to turn on Key click or press aS the Off Key to turn off Key click Press the Done Key to save changes Press the Quit Key or Options Key to exit Headset type selection The Headset type option allows you to select one of the three different headset types Type 1 Type 2 or Amplified Select the setting that works best for the headset that you are using After you select Headset ture from the Options List menu From the Headset type menu use the Cap 5 Navigation Keys to highlight and select either Teea il Type 1 headset or or Tm Type 2 headset or or Amr lified Amplified headset Press the Done Key to save selection Press the Quit Key or Options Key to exit Use Headset
52. ssassins aa Press the Display Queue Key Information on your current ACD queue Dsply Queue oy appears on the display as shown on the following page Note 1 The labels T1 T2 and T3 represent the threshold wait time for the call at the front of the queue or the number of calls in the queue Note 2 The number below CALLQ indicates the number of calls in the queue In some systems CALLQ is replaced by WAIT WAIT indicates the actual waiting time in seconds for the first call in the queue T T2 T3 CALLE Number of i 3 calls in the queue Forward Callers Redial Sp 553 9094 In some systems a summary of the queue threshold is shown on the display each time a call is presented to your position Viewing queue status soo ea4 T2 CALLE B26 calls in the queue Number of Forward Callers Redial P 553 9095 Note 1 The information includes the threshold level the threshold type CALLQ or WAIT and the current value of the threshold Note 2 n some systems this information is also displayed when the Not Ready feature is in use The information is updated regularly and is visible until you exit the Not Ready state Viewing queue status Display agent status on the Avaya Meridian 1 The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys Disslaunsdt cs Press the Display Agent Key
53. ter text Note 2 While in the Edit Mode screen Press the Up Navigation Key to access special characters you may want to include in the name Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 4 Press the Done Key Your message is saved and you return to the Set Set Msg Screen Note If you scroll to a different message in the Set Set Msg screen and press the Select Key your changes are erased 1 Press the On Key Off Key to toggle the Set to Set Messaging status between On and Off Note 1 If messages have not been provided by your network administrator and a message has not been defined the On or Off Keys will not appear Use the Edit Key to enter a message before activating Set to Set Messaging Corporate Directory or Ss AFF Corporate Directory Note 2 If messages have been provided by your network administrator up and down arrows appear on the right side of the display The On and Off Keys appear for the most recently selected message 2 Press the Quit Key or the Applications Key to exit the Set to Set Messaging application Note If you press the Quit Key or the Applications Key before you press the Done Key you exit the application without saving your changes The Corporate Directory application allows you to search by entering the
54. ting to answering positions and can provide music or recorded announcements to waiting callers In this document Call Center telephone and Automatic Call Distribution telephone ACD are interchangeable terms for the Avaya 3905 Digital Deskphone Optional accessories are available to expand the capabilities of the Avaya 3905 Digital Deskphone Avaya 3905 Digital Deskphone LCD Display Goodbye Hold m Message Waiting Light HT a LED ELE Programmable Line DN Supervisor oop co Feature Keys self labeled Observe Key 1l Ce eels OOO L ooo Context Sensitive CO UE C Soft Keys self labeled g _ SS lt P C i J CIC C C J Fixed Feature Keys In Calls Copy Volume Control Bar LED Make Busy Headset Mute Navigation Keys S L Not Ready upervisor Quit Emergency 553 9043C Introduction to the Avaya 3905 Digital Deskphone Avaya 3905 Digital Deskphone keys The Avaya 3905 Digital Deskphone features e Eight Programmable Line DN Feature Keys self labeled giving you access to eight different lines DNs or features e Four Context Sensitive Soft Keys self labeled e Six Fixed Feature keys which may be configured to fit your business needs see note Headset with LED indicator Call Agent In Calls
55. tion Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to label entry without selecting a special character eS 6 Press the right Navigation Key once to C E move the cursor so you can enter the CO next letter when the desired letter appears 7 Repeat steps 5 and 6 until you have changed the entire label Press the Done Key to save changes Press the Quit Key or Options Key to exit Note For a detailed example of using the dial pad to enter text into your Avaya 3905 Digital Deskphone please see Add a Personal Directory entry on page 56 To restore key label s 1 From the Feature Key menu use the Ja down Navigation Key to highlight Restore all key labels or Restore one key label Restore all key labels Restore one key label Select 2 Press the Select Key Furchasina EN 3 If you are restoring one key label press the Programmable Line DN Feature Key self labeled that you want to restore to the original label e g Purchasing Press the Done Key to return to the Options List menu Press the Quit Key or Options Key to exit Note The Primary DN key label as well as other key labels can be changed or restored Press the Shift Key if the label you want to change is on the second layer of Programmable Line Feature Keys self labeled Options List Adjust Screen contrast The Screen contrast option allows you to
56. vigation To access the Avaya 3905 Digital Deskphone Callers List or Redial List using a Context Sensitive Soft Key or a Programmable Feature Key Callers Redial E the Callers Key E access the or Callers List or press the Redial Key to 3 o access the Redial List To exit the Directory Log Press the Guit Key or the or Directory Log Key to exit aay Dir Loa Directory password protection You can password protect your Personal Directory Callers List and Redial list on the Avaya 3905 Digital Deskphone If password protection is activated you will be asked to enter your password each time you press the Directory Log Key To enable password protection iE Dir Loa l Press the Directory Log Key 2 From the Directories menu use the Cap 5 Navigation Keys to highlight Password Administration Password Administration Select 3 Press the Select Key The Password Administration menu appears with BEES Password enabled OFF highlighted Select A Press the Select Key again to select Eze Password enabled OFF On 5 Press the On Key to enable password EE protection s Directory display and navigation EEE Enter EEE Enter Done or aD Dir Laa To disable Personal Directory password Dir Log 18 Enter i Password Administration Select 6 10 11 Dial the password Press the Enter Key Dial the password again to confirm your password Press the Enter Key
57. vigation Keys to scroll through the directory Note The entire directory is available The find process determines which directory entry to select as your starting point 7 If desired use the Right Navigation Key to move from lisi view to card view In card view the telephone and department numbers for the entry are viewable Use the Left Navigation Key to return fo list view Note While you are in card view you may use the Up or Down Navigation Key to scroll through directory entries 8 Press the Dial Key 9 Press an Individual Line DN Key to call the person whose name is highlighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Corporate Directory To find another directory listing or to refine your current directory search HewFind Rezume nm EH To exit the Corporate Directory application or AFF Ss teur To copy an entry from the Corporate Directory to your telephone s Personal Directory C fi Dirctra Press the NewFind Key to begin a new search or press the Resume Key to enter additional characters so that you may narrow your search Press the Quit Key or the Applications Key With the entry selected in the Corporate Directory press the Copy Key In the Copy to screen press the Directory Key to copy the name and telephone number to your Personal Directory After you complete editing and entering t
58. y to enter the ACD queue In Calls N 3 or Note The MQA feature is not available on the Meridian SL 100 Correct errors during the login procedure E To re enter ACD DN 1 without using Priority press 0 to correct B Dial 0 to correct the previous entry The Supervisor ID ACD DNs and Priorities can be re entered see the example below Dial your Agent ID amp Supervisor ID ACD DN 1 amp J ACD DN 1 jJ ACD DN 2 ACD DN 3 f ACD DN 4 ACD DN 5 f J Note This feature is not available on the Meridian SL 100 Call Center Agent Supervisor Features Default login If you normally use the same telephone you need not repeat the entire login process at the beginning of each shift The default login places you in the same ACD queues and the same supervisor that the set had in the previous login Default login In Calls fi EEE Agent logout missi CE l Press the In Calls Key 2 Dial your Agent ID 4j if your queue requires a Supervisor ID or Dial your Agent ID amp if a Supervisor ID is not required Note 1 If queues are retained from a prior login by an Agent ID each queue is displayed for two seconds Press In Calls Not Ready or Make Busy to cancel display of Multiple Queues Note 2 This feature is not available on the Meridian SL 100 Press the Make Busy Key and disconnect the hea
Download Pdf Manuals
Related Search