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Copyright © Northern Telecom 1996
All rights reserved
Information is subject to change since Northern Telecom reserves the right, without notice, to make changes in equipment
design or components as progress in engineering or manufacturing methods may warrant,
PO740054
Printed in Canada.
NORTEL
NORTHERN TELECOM
Introduction
The M5216 telephone offers
powerful call handling capabilities.
It is equipped with fourteen feature/
directory number keys which can be
provisioned with the features and
DNs vou require. Program and Mute
keys are provided for increased user
control. A two-line display shows you
useful status information about your
calls. The M5216 also features a
speaker for on-hook monitoring and
dedicated headset capabilities.
A single line set with multi-line capability, the M5216 can be used as an
Automatic Call Distribution (ACD) set or as a central answering position.
Combined with up to two M522 Meridian Mate Expansion Modules, the
M5216 is also recommended as a mini-console.
In Using your M5216 telephone, this guide first takes vou through the
basic features of the M5216 telephone. You can then learn how to
customize your set using the information in Setting up local features.
When the M5216 is used in the ACD environment, consult Supervisor ACD
features to learn about the features which assist you in monitoring your
agents and in managing your ACD groups. Features available to agents
using the M5216 are described in Agent ACD features.
Centrex features describes some of the standard business features which
can be installed on the M5216 such as Speed Dial, Transfer, and
Conference Calling.
Note that some of the features contained in this guide may not be available
to you. Also note that your service provider may have provisioned your set
with features which are not described here. Contact your System
Administrator or Customer Service Representative if you need more
information.
Table of contents
Using your M5216 telephone - the basics 2
Answering acallona DN 4
Making an outgoing call on a DN 4
Answering an ACD call 4
Placing a call on hold 5
Ending a call 5
Setting the ringing volume 5
Setting the handset volume $
Setting the headset volume 6
Setting the On-hook monitor volume 6
Tones that you hear when using the M5216 6
Display Features 7
Using the headset 7
Setting up local features 8
Supervisor ACD features 14
Display Queue Status 15
Display Agent Activity 16
Interflow 17
Night Service 18
Observe Agent 19
Observe Agent Status 20
Call Agent 21
Answer Agent 22
Answer Emergency 22
Agent ACD features 23
Logging In 23
Logging Out 24
Emergency 25
Call Supervisor 26
Line of Business Tracking 26
Display Queue Threshold 27
Centrex features 28
Automatic Dial 29
Speed Call 30
Conference 3]
Transfer 32
Connecting your M5216 33
1. Handset allows two-way communication while a call is established.
2, Speaker turns on when you press an available directory number key.
Y ou can hear when the other party answers and pick up the handset to speak.
3. Release key cancels active calls.
4. Hold key keeps a caller on the line.
5. Feature/Directory Number keys let you use provisioned ACD/
business features or to make and receive telephone calls.
6. In Calls/PDN key is the line where incoming calls are presented.
Outgoing calls cannot be originated from this key in the ACD environment.
7. Feature/Line Indicators. The < indicator appears beside active lines
or features located to the left of indicator display while the ) indicator appears
beside those located to the right. A steady <Q or > usually means that the
feature or line is active. À slow flashing € or P usually means the line is
ringing. A fast flashing € or P usually means the line is on hold or a
feature is being programmed.
8. Dial Pad gives you easy push-button dialing and programming.
9. Volume Key adjusts the speaker, ringer, handset, or headset volume. It is
also used to scroll through setup functions shown on the display.
10. Display shows useful information about your calls or features.
11. Alerter flashes when the telephone rings.
12. Program allows you to enter programming mode.
Using Your M5216 telephone—the basics
Answering a call on a DN
To signal an incoming call on a Primary Directory Number (PDN) or
Secondary Directory Number (SDN), your M5216 rings (or provides an
alerting beep when you are active as an ACD agent), the alerter light
flashes, and the indicator beside the DN key blinks.
To answer a call using the handset:
|. Lift the handset.
2. Press the DN key.
To answer a call while using the headset:
1. Press the DN key.
Making an outgoing call on a DN
Using your handset:
|. Lift the handset. The PDN key 1s selected automatically.
2. If you want to select a DN other than the PDN, press the
appropriate DN key.
3. Dial the number.
Using your headset:
I. Press the PDN or SDN key.
2. Dial the number,
Answering an ACD call
To signal an incoming ACD call, your M5216 rings, the alerter light
flashes, and the indicator beside the [ncats | key blinks.
To answer a call using the handset:
1. Lift the handset.
To answer a call while using the headset:
1. Press [In Calls
Note that in some systems, the Call Forcing feature is used to make
answering calls more efficient. If it used in your system, you hear a
short tone through the headset which informs you that an ACD call is
being presented. You are then immediately connected to the call.
4
The basics: continued
Placing a call on hold
Using the Hold key to put a call on hold:
1. Press [Hod |. The indicator flashes beside the line on hold and
you can use other lines or features.
2. Press the line key with the flashing indicator to return to the held
call.
Using Automatic hold:
|. Press another line key. The indicator flashes beside the line on hold
and you can use other lines or features.
2. Press the line key with the flashing indicator to return to the held
call.
|. Hang up or press [Ris |.
Note that when Call Forcing is in use, there 1s at least a 2.5 second delay
before the next call 1s presented.
Setting the ringing volume
|. Press [«] D>] up or down while the telephone is ringing. The
display shows the adjusted ringing volume level, which remains in
effect until the next adjustment.
Setting the handset volume
|. Press («| [>»] up or down while using the handset on a call.
The display shows the adjusted handset volume level, which
remains in effect until the next adjustment.
The basics: continued
Setting the headset speaker volume
|. Press | «< >» | up or down while using the headset on a call.
The display shows the adjusted headset volume level, which
remains in effect until the next adjustment.
Setting the On-hook monitoring volume
|. Press any available line key.
2. Press |« >>] up or down to adjust the volume. The display
shows the adjusted monitoring speaker volume level, which
remains in effect until the next adjustment.
Tones that you hear when using the M5216
Dial tone
Busy tone
Reorder tone
Confirmation
tone
Ring Again
tone
Special tone
A continuous tone which means you can dial your call.
A tone which repeats once per second to indicate
that the number you dialed 1s busy.
A fast busy tone which indicates that your call cannot
proceed, you attempted to use a restricted feature, or you
used a feature improperly.
Two short beeps followed by silence informs you
that the feature you used was successfully completed.
One long and two short pings indicate that the line for
which you left a Ring Again request has come free.
Three beeps followed by a dial tone indicate that
you can proceed with the feature you have activated.
The basics: continued
Display features
The M5216 has an tiltable two-line display which shows you helpful
information about incoming calls or the features you activate. If your
organization has installed the Calling Name/Reason Display features,
for example, your display shows the following information when you
have forwarded an incoming call to another telephone in your system:
HELEN JONES 12345
FORWARD JIM HUNTER 54321
The display can also show useful ACD status indicators. See Display
Queue Status or Display Queue Threshold for examples.
Using the headset
The M5216 supports the use of Nortel's Liberation headset (or an
electret equivalent headset). Your Customer Service Representative or
System Administrator can provide you with appropriate headsets and
the instructions on pages 33—34 describe how to connect the headset to
the M5216.
Once plugged in, incoming calls are signalled by a short tone heard
through the headset earpiece. Plugging in the headset automatically
places the telephone in an off-hook condition and the [mute Handset]
indicator flashes. To place the telephone on-hook, press [Ris |.
If you pick up the handset while the headset is plugged in. you cannot
speak through the handset unless you press [Mute Handset].
Setting up local features
The M5216 has a variety of local features which you can set up to
make the set easier to use and to customize the set to meet your specific
needs. The [progam | key allows you to enter Programming mode to
set up the following features:
* Alerter Volume
* Time and Date Set
* Time and Date Format
* Call Timer
* Display Language
* Central Office (C.O.) Features
* Predial
* Memory Number
Save, Memory, and Pause
The following three additional feature keys are available for non-ACD
use and when the C.O. Features function is disabled:
* Save Number
* Memory Number
* Pause
These three local features only work with the Prime Directory Number
(PDN) and are available at the feature key locations shown below:
When C.O. Mute Handset | ED | | Feature key 8
features are
enabled <p [|] Feature key 7
Key 14 [Saves | <p [ —] Feature key 6
Key 13 [Memory | E [ —) Feature key5
Key 12 <4 [L Feature key 4
Feature key 11 [ — <p [ —) Feature key 3
Feature key 10 [| — <> [| Реаше кеу 2
Featurekey9 [| [4P|[____ | In Calls or PDN key
(Feature key 1)
Setting up local features: continued
Save, Memory, and Pause (continued)
To find out whether the C.O. Features should be disabled or enabled,
contact your System Administrator or Customer Service Representative.
Note that an incoming call interrupts the activation or programming of
all local functions. Local features are also not available during an active
call, with a call on hold, or when a C.O. feature 1s active (the
Time/Date C.O. feature 1s active for 12 seconds).
Alerter Volume
To adjust the alerter volume:
|. Press [Program |.
2. Press [«] D>] until Alerter Volume? is shown on the
display.
3. Press (Hold |.
4. Press [«] [>] to adjust the volume level.
The bars on the display indicate the adjusted level.
5. Press [Hod ]to save the new alerter volume level.
6. Press [Program or [Ris | to exit programming mode.
9
Setting up local features: continued
To set the time and date on your M5216:
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Press [Program |.
Press [&]___|>>] until Time and Date Set? is shown on the
display.
Press [Hod |.
Enter the date using the format shown on the display.
Enter the current time based upon the 24 hour clock.
Press [Hold | to save the new time and date settings.
Press [Progam | or [Rls | to exit programming mode.
To select the time and date display format:
1.
A
mi a
cr Lh + AH
Press [progam |.
Press [«] >) until Time and Date Format? is shown on the
display.
Press [oia]
Press [«] [>»] until the desired format is shown on the display.
Press [Hold _ to save the new format setting.
Press [Program |] or [Ris | to exit programming mode.
Call Timer
The Call Timer uses the display to show the time elapsed since the start
of a normal call (the timer appears on the display 5 seconds after the
call starts and remains on the display 5 seconds after you end the call).
Follow the instructions below to enable the Call Timer.
To enable the Call Timer:
A Ln Le о о о —
Press [Program :
Press [«]___|>>| until Call Timer? is shown on the display.
Press [Hold |.
Press [<] [»»] to enable or disable the Call Timer.
Press [Hold to save the new setting.
Press [Progam | or [Ris | to exit programming mode.
Setting up local features: continued
О15р!ау Гапдчаде
To select the language used to show information on the display:
1. Press [Program |.
2. Press[«] [>] until Language? is shown on the
display.
3. Press [Hold |
4. Press [«] [>>] until the desired language is shown on the
display.
5. Press [Hold | to save the new setting.
6. Press [Program | or [Ris | to exit programming mode.
The M5216 allows you to replace the Save Number, Memory Number,
and Pause local feature keys with additional Central Office (C.O.)
switch features. When instructed to do so by your System Administrator
or Customer Service Representative, use the following instructions to
enable or disable Central Office (C.O.) switch features.
To enable/disable C.O. Features in place of the Save, Memory, and Pause keys:
|. Press (Program |.
2. Press [«] [Ppl untilC.0. Features? is shown on the display.
3. Press [Hold |
4. Press [«] >] until the desired setting is shown.
5. Press [Hod |tosave the new setting.
6. Press [Program | or [Rls | to exit programming mode.
Setting up local features: continued
The Predial feature allows you to dial your number first, inspect it as it
is shown on the display, and then pickup the handset to make your call.
Predial is only available when the M5216 is used in a non-ACD
application,
To enable/disable the Predial feature :
|. Press Program |,
2. Press [«] [] until Predial ? is shown on the display.
3. Press [Hold |
4. Press [«] [DP] to enable or disable the Predial feature.
5. Press [Hold | to save the new setting.
6. Press [Progam | or {Ris | to exit programming mode.
To make a call when Predial has been enabled:
|. Dial the telephone number—the number is shown on the display.
Note that you can edit the Predial number by using the
(«] [>] key and the dialpad digits.
2. Pickup the handset. The M5216 selects the PDN line and makes
the call.
The Save Number feature allows you to save the telephone number you
are calling so that you can redial the number quickly the next time you
call. Save Number is only available when the M5216 is used in a non-
ACD application.
To save the number for the current call :
|. Before you end the current call, press [saves |.
When the number has been saved. the Save Number indicator
turns ON for two seconds.
To make a call using the number you saved:
|. Press [saves |
2. Pickup the handset.
The previously saved number is dialed automatically. Note that the
number remains unchanged until you save another number.
Setting up local features: continued
Memory Number
The Memory Number feature allows you to program up to three
telephone numbers which can be recalled and dialed quickly and easily.
Memory Number is only available when the M5216 is used in a non-
ACD application. Note that the Memory? option does not appear on the
Program menu when C.O. features are enabled.
To program a number into memory :
|. Press [Progam |.
2. Press [«] D>) until Memor=? 1s shown on the display.
3. Press [Hold |.
4. Press [«] |») until the desired memory location is shown on
the display (M1, M2, or M3). (If a number has already been stored,
it is also shown on the display.)
5. Enter the number you wish to store. If you want to keep the
number shown on the display, if any, skip to step 6.
6. Press to save the new setting.
7. Press [Program | Or to exit programming mode.
To make a call using Memory Number:
1. Press [Memory | until the stored number you wish to call is
shown on the display (M1, M2, or M3).
2. Pickup the handset.
In order to make certain types of calls, you are sometimes required to
pause a moment during dialing (for instance, pausing just after dialing
9 | to make a call to a telephone outside your system or pausing after
dialing an international code for a long-distance call). When storing
this type of telephone number using Memory Number or Speed Call, the
required pause can be inserted into the sequence of digits (or dial string)
by using the Pause key.
To insert a pause into the dial string:
1. Press [Pause | at the appropriate place when entering the
number. For example, to enter a pause when storing a telephone
number requiring an outside line, the sample dial string shown
below can be entered:
©) (Pave J6I5)5JJ2)N JE)
Supervisor ACD features
Incoming calls to the Automatic Call Distribution system are routed to a
specific group of agents called the ACD group. As a supervisor of one
or more ACD groups, you are responsible for monitoring the agents in
vour group(s) and for providing assistance when required.
This section describes the ACD features which can help you manage
your ACD groups:
* Display Queue Status
* Display Agent Activity
+ Interflow
* Night Service
The following ACD features which help you monitor and assist the
agents in your ACD groups are also described:
* Observe Agent
* Observe Agent Status
* Call Agent
* Answer Agent
* Answer Emergency
Agents in your ACD groups are identified by Agent keys and indicators
on your M5216. Each [agen | key is identified by the [ncals |
number. You can identify the status of each agent by simply looking at
the [Agent key indicator, as described below:
Indicator Agent Status
Off The agent position has logged out.
On The agent is active on an ACD call.
Blinking The agent is waiting for an ACD call.
Flashing The agent's [Notready | key has been pressed—the
agent is busy with post-call processing.
Supervisor ACD features: continued
Display Queue Status
An incoming call to an ACD group 1s routed to the agent who has
currently been idle the longest. If all of the agents in an ACD group are
busy, however, the incoming call is placed in a queue until an agent
becomes available to answer it. In help insure that incoming calls are
handled promptly, you can use the Display Queue Status feature to
provide information about the calls in the queue. The system indicates
how many calls are currently waiting to be answered, the number of
agents in the group, and how long the oldest call with the highest
answering priority has been waiting.
To display the queue status for an ACD group:
|. Press (Queue status] for the ACD group you wish to display.
Note that there should be a Display Queue Status key on your
M5216 for each ACD group you supervise.
The queue status information is shown on your display in the
tollowing way:
INC LOG AGT WAIT
1 я 6 14
INC shows the number of calls waiting in the ACD call queue
LOG shows the number of calls logically enqueued for this group
AGT shows the number of agent positions available to answer calls
WAIT shows how long (in seconds) the first call in the highest
priority queue has been waiting for an agent.
The information is shown on your display for 12 seconds, until you
press another feature key, or until a call is presented on your
Note that the supervisor can function as an agent when an extra
agent becomes necessary. See Logging In, Logging Out, and the
other Agent ACD features to learn how to perform agent activities.
Supervisor ACD features: continued
Display Agent Activity
The ACD system constantly monitors the availability of the agents in the
ACD group. You can use this feature to display this information on your
display screen.
To display the current agent activity in an ACD group:
Press [Dis Agt Sum | for the ACD group you wish to display.
Note that there should be à (Dis Agt sum ] key on your M5216 for each
ACD group you supervise.
The agent activity information is shown on your display in the
following way:
NED IDL NR SON RCD
1 2 1 a 8
NMD shows the number of agent positions not logged in
(unable to receive incoming calls)
IDL shows the number of agents currently available to
receive incoming calls
NR shows the number of agents currently logged in, but which
are temporarily unable to receive incoming calls
SDN shows the number of agents currently logged in who are
active on non-ACD calls
ACD shows the number of agents who are active on ACD calls.
The information is shown on your display for 12 seconds, until you
press another feature key, or until a call is presented on your
| In Calls | key.
Supervisor ACD features: continued
Interflow
This feature allows you to reroute incoming calls from one ACD group
to another. The may be necessary when one ACD group has more calls
waiting in the call queue than can be answered in a reasonable amount
of ume.
To reroute incoming calls to another ACD group:
1. Press [intertow | for the ACD group away from which you
wish to reroute calls. The Interflow indicator goes ON.
Note that there should be an [interiow | key for each ACD group
you supervise.
To turn off Interflow:
|. When the backlog of calls queued for the ACD group has cleared.
press [intefiow |. The Interflow indicator goes OFF.
Supervisor ACD features: continued
Night Service
Night Service controls how incoming ACD calls are received outside
normal business hours. Night Service is activated when the supervisor
presses the Night Service key or when all agents have pressed the Make
Busy key (see Logging Out in Agent ACD features). Night Service may
route calls to another facility where agents are still active or it may route
calls to a recorded announcement—check with your Customer Service
Representative or System Administrator to find out how Night Service
is implemented in your system.
To enable Night Service:
|. Press [Night Serv
The Night Service indicator goes ON.
Any new calls are now routed to Night Service handling. Note that
any calls currently in the queue will be handled in a way which has
been especially defined for your system.
To disable Night Service:
|. Press [NiantSew |.
The Night Service indicator goes OFF.
Incoming calls are now presented or queued in the normal manner.
Supervisor ACD features: continued
Observe Agent
This feature allows you to listen to the conversation between an agent
and an ACD caller. You can also participate in the conversation, if
necessary. In some organizations, the agent hears a warning tone which
indicates their call 1s being monitored—check with your Customer
Service Representative or System Administrator to find out whether
warning tones are implemented in your system.
To monitor an agent's conversation:
|.
A LU
Press [Obs Agent |.
The Observe Agent indicator goes ON.
Lift the handset.
Press the [agent | key of the agent to be monitored, or dial the
agent's In Calls number.
You can hear the current conversation between the agent and the
caller, but you are unable to participate.
To participate in the conversation, press [Call Agent |.
A three-way call 1s now established.
To end monitoring, hang up or press [Ris].
Supervisor ACD features: continued
Observe Agent Status
This feature allows you to listen to a non-ACD call conducted on an
agent's Secondary Directory Number (SDN).
To monitor an agent's SDN call:
|. Press [ObsAgent |.
The Observe Agent indicator goes ON.
Lift the handset.
Press the [Agen] key of the agent to be monitored, or dial the
agent's In Calls number.
You can hear the current conversation between the agent and the
ACD caller (if any), but you are unable to participate.
4. To listen to the call on the agent's SDN, press [Ag Status |.
The Agent Status indicator goes ON.
5. To return to the call on the agent’s In Calls key, press [agent |
again. You can toggle between monitoring the agent's In Calls
and SDN activities by pressing (Agent | and [ag Staws |.
6. To end monitoring, hang up or press [Ris].
Las ай
Supervisor ACD features: continued
Call Agent
This feature allows you to call an agent position directly. You can also
use Call Agent in conjunction with the Observe Agent feature to
participate in a conversation between an ACD agent and a caller.
To call an agent:
Press
The Call Agent indicator goes ON.
Lift the handset.
Press the [agent | key for the agent you wish to call, or dial the
agent's [Calsupy | number.
If the agent is busy on the (calsupv | key or does not have a
Calsupy | key, you hear a busy signal.
To end the call after you have finished speaking with the agent,
hang up or press [Ris |.
Call Agent
Agent ACD features: continued
Answer Agent
This feature 1s useful when an agent requires your help to handle an
ACD call. The M5216 can be configured with à [cal supv | key which
allows the agent to call your telephone without dialing your extension
number. This call is presented on your [Ans Agent | key. As an
alternative. the agent can also dial the directory number associated with
your (Ans Agent | key to reach you.
To answer a call from an agent:
|. When an agent calls you, your telephone rings and the [ans Agent |
indicator flashes.
The agent's In Calls number is shown on your display.
Lift the handset and press [Ans Agent].
The Answer Agent indicator goes ON.
3. To end the call after you have finished speaking with the agent,
hang up or press [Ris |.
tb
Note that you cannot place any calls using the [ans Agent | key.
Answer Emergency
An agent uses the Emergency key upon receiving an abusive, threatening
or urgent call. When you answer the emergency call, a three-way call 1s
established. In some organizations, the call will tape recorded once the
Emergency key 1s pressed.
To answer an emergency call:
|. When you have an emergency call, your telephone rings steadily for
up to 30 seconds and the [ansemerg | indicator flashes.
Lift the handset and press [assemerg | to answer the call.
The Answer Emergency indicator goes ON.
3. To end the call, hang up or press [Ris |.
Г
Agent ACD features
The Meridian ACD system routes incoming calls to specific groups of
agents called ACD groups. The ACD system evenly distributes calls
routed to your ACD group to all agents that are logged in to the system.
As an agent, you are responsible for answering calls which have been
presented at your position. The M3216 Agent ACD features which are
described in the following section will help you perform your job more
efficiently and will provide you with many useful functions.
Logging In
To function as an agent, you must first inform the system that you are
ready to receive ACD calls by logging in to the system. Once logged in,
you can then answer calls and use the other ACD Agent features
described in this section.
To log in to the ACD system:
Before you start, the Make Busy indicator should be ON. If it is not ON,
press |Make Busy | until the indicator turns ON.
I
a [a
Press [inCais | or lift the handset
You hear a special tone.
Dial your four-digit Login ID.
If your system requires the use of a password, you hear a special
dial tone. In this case, dial your four-digit password (your
supervisor can provide you with details if a password 1s required).
When you have successfully entered the Login ID and password,
the In Calls and Make Busy indicators go OFF and the Not Ready
indicator turns ON.
Once you are ready to begin receiving ACD calls,
press [Not Ready |. The Not Ready indicator turns OFF.
PJ
43
ACD Agent features: continued
Logging Out
At the end of your shift, you must log out to inform the ACD system
that your position is not available.
To log out of the ACD system:
|. Press [Make Busy |.
The Make Busy indicator goes ON and you are logged out of the
ACD system. No further ACD or non-ACD calls are presented at
your position. If you press [MakeBusy | during an active ACD call,
you are logged out once the call 1s released.
2. If you want to be able to receive non-ACD calls which can appear
on the SDN key(s) installed on your telephone, press [Make Busy |
again. The Make Busy indicator now blinks.
Note that 11 an ACD call 1s presented to your M5216 and 1s not
answered within a specified number of rings, the Make Busy indicator
goes ON and you are logged out automatically.
Not Ready
This feature makes your M5216 temporarily unavailable for incoming
ACD calls. It 1s especially useful when you need some time for
additional work which needs to be completed with respect to the call.
In some ACD systems, you may be required to enter a three-digit code
to describe the reason why the Not Ready feature was used—check with
your supervisor to see if the use of these codes is required.
To temporarily stop incoming ACD calls:
|. Press [NotReady |.
The Not Ready indicator goes ON.
2. If you are required to enter a walkaway code, the Not Ready
indicator blinks. In this case, enter the appropriate three-digit
code. If you do not enter a code, the indicator blinks for 20 seconds
before turning solid (ON).
To resume receiving ACD calls:
|. Press [NotReady |.
The Not Ready indicator goes OFF.
24
Agent ACD features: continued
An Emergency key allows you to call your supervisor for assistance
when you receive an abusive, threatening or urgent call. When your
supervisor is connected, a three-way call is established. In some
organizations, the call will be tape recorded once the [Emergency | key is
pressed.
To connect your supervisor in an Emergency:
1. Note the telephone number or other digits which are shown on your
display. This may help any follow-up activities for the call.
Press [Emergency
The Emergency indicator flashes while your supervisor is called.
3. When your supervisor answers, the Emergency indicator goes ON
and a three-way conference 1s established. Note that you must
remain in the conference for the duration of the call—if you hang
up, the call 1s disconnected.
J
[f your supervisor is busy on another emergency call, your call will
either be routed to the first available supervisor or it will not be
connected. Check with your supervisor to find out which process is
applicable in your system.
Pd
A
Agent ACD features: continued
Call Supervisor
You can place a direct call to your supervisor using the Call Supervisor
feature key. This key is also used to receive calls from your supervisor.
To call your supervisor:
|. Press [catsupy |.
Your ACD call is put on Hold automatically and the Call
Supv indicator turns ON.
2. When you have completed consulting with your supervisor,
press |Ris |.
To return to your ACD call, press [incals |.
Line of Business Tracking
By allowing you to enter up to three Line of Business (LOB) codes per
call, you can use this feature to provide the system with information
about the nature of the ACD calls you receive. Line of Business codes
are pre-defined categories which your system uses to track items such as
the number of specific types of calls and the holding times for these
calls. Your supervisor will provide you with LOB codes if this feature
has been installed at your location.
Lad
To capture information about the type of call you have received:
I. While on an active ACD call, press [Los y
2. Enter the LOB code which reflects the type of call you are
handling. The digits are shown on the display as you enter them.
If you make a mistake while entering the digits, press [Los |]
again and re-enter the correct digits.
3. Repeat steps 1-2 for other applicable codes, if necessary
(maximum three LOB codes per call).
Agent ACD features: continued
Display Queue Threshold
An incoming call to an ACD group is routed to the agent who has
currently been idle the longest. If all of the agents in an ACD group are
busy, however, the incoming call is placed in a queue until an agent
becomes available to answer it. It is sometimes useful to know how
many calls are waiting in the queue or how long the first call in the
queue has been waiting.
To display the queue threshold for your ACD group:
|. Press [DispQueue |.
Your display shows the following information:
T1 T2 T3 CALLG
НПИ 3
The labels T1. TZ, and T3 represent the threshold wait time for the
call at the front of the queue or the number of calls in the queue.
The number below CALLE indicates the number of calls in the
queue. (In some systems CALLE is replaced by WAIT, which
indicates the actual waiting time, in seconds, for the first call in the
queue.)
In some systems, a summary of the queue threshold is shown on the
display each time a call is presented to your position:
3991234
T2 CALLE 5d
The information includes the threshold level, the threshold type (CALL®
or WRIT) and the current value of the threshold.
In some systems, this information is also displayed when the Not
Ready feature is in use. The information is updated regularly and is
visible until [NotReady | is turned off.
Centrex features
The M5216, as a single line set or as a central answering position, can
be provisioned with a full range of Meridian Digital Centrex (MDC)
features. This section describes some of the most commonly available
features, including:
* Automatic Dial
* Conference
* Speed Dial
* Transfer
When enhanced as a mini-console, the M5216 1s provisioned with the
following additional features to handle calls quickly and easily:
* Direct Station Select (DSS)
* Busy Lamp Field (BLF)
* Camp-on
Check with your System Administrator or Customer Service
Representative for more details when using the M5216 asa
mini-console.
Some central answering features can also be provisioned on an ACD set
to assist outgoing calls made on the SDN. Note that your ACD set may
not have an SDN to make outgoing calls.
28
Centrex features: continued
Automatic Dial
Use Automatic Dial to program feature keys on your telephone for one-
touch dialing. Automatic Dial keys on your set are assigned by your
Customer Service Representative or System Administrator.
To program an Automatic Dial key:
Press the Automatic Dial key you want to program.
Dial the number you want to store.
Press the Automatic Dial key again.
Label the key. You may want to use a name or telephone
number to identify the key.
sun
To erase an Automatic Dial key:
1. Press the Automatic Dial key you want to clear.
Press [+ |.
>
3. Press the Automatic Dial key again.
To make a call using an Automatic Dial key:
1. Lift the handset and press the DN key you want to use.
2. Press the desired Automatic Dial key to dial the number you
want to call.
Centrex features: continued
Speed Call
You can dial telephone numbers quickly and easily using one- or two-digit
codes. Speed Call provides you with 10 one-digit codes (0-9) or up to 70
two-digit codes (00-69). See your Customer Service Representative or
System Administrator to find out which type of codes are available to you.
To program a Speed Call number:
Press |SpdCall 5
Enter a one- or two-digit code (0-9 or 00-69).
Dial the telephone number you want to assign to that code.
You can store telephone numbers up to 24 digits long. Note that if
there 18 a number already assigned to this code, the new number you
input erases the old.
4. Press again.
5. Make a note of the Speed Call code and telephone number for
future reference.
Lad Bd
To erase a programmed Speed Call number:
Press [Spd Call
Enter the one- or two-digit code for the number you want to erase.
Press [+ |.
4. Press [SpdCall | again.
Pd =
fad
To make a call using Speed Call:
1. Lift the handset and press the DN you want to use.
2. Press [SpdCall В
3.
Dial the code for the telephone number you want to call.
Centrex features: continued
Conference
You can set up a telephone call between you and up to 29 other people.
This 1s useful when meeting in a common place is not possible.
To add a person to a call:
|. While on the current call, press [Cont ).
The current call goes on hold automatically and you hear
the dial tone.
2. Dial the number of the new person you want to add to
your call.
3. Press [Conf | to establish a conference.
The DN key indicator for the new person goes OFF once
added to the conference.
4. Repeat steps 1-3 until you have added all the desired
parties to the conference.
To add an incoming call to the conference:
|. While on the current conference call. press the DN key of the
incoming call. The conference call goes on hold automatically.
2. Press [Cont | to add the new caller.
To end the conference call:
|. Hang up or press [Ris |.
Note: Check with your Customer Service Representative or System
Administrator to verify the number of people that can be added to vour
conference call.
31
Centrex features: continued
Send a current call to another telephone within your system using
Transfer. You can either remain on the line when you make the transfer
or simply redirect the call.
To transfer a call directly to another telephone:
|.
2
Press |Transter | Or |Conf 3 й
Call the person to whom you want to transfer the call.
When the person answers, you can talk privately—the original caller
cannot hear your conversation. If the line 1s busy or if the person
does not answer, press [Ris | to return to the original caller.
Press or [Conf 3 | to complete the transfer and
disconnect yourself from the call.
To transfer a call by establishing a conference:
I,
о
While on the current call, press [Cont | or [Conf3 |.
The current call goes on hold automatically. You hear three beeps
followed by the dial tone.
Dial the number of the new person you want to add to the
conference. When the person answers, you can talk privately—the
original caller cannot hear your conversation. If the line is busy or
the person does not answer, press to return to the original caller.
Press or [Conf 3 to establish a conference. You can
now speak with both parties.
Press to disconnect yourself from the call and complete the
transfer.
32
Connecting your M5216
[f your M5216 has not been connected to the wall jack/power supply or
you are moving the set to another location, use these instructions to
make all the required connections.
To connect your M5216 to the telephone wall jack and AC power:
1. Use the silver-grey line cord (7.5 feet/2.25 metres) and the AC
adaptor unit provided with your M5216. Contact your System
Administrator or Customer Service Representative if you need a
replacement for a missing or damaged adaptor.
2. Insert one end of the line cord into the appropriate jack (A) located
underneath the M5216—see Figure 1. The connector clicks into
place when correctly inserted. Slide the line cord under the
restraining tabs (B) so that the set will lie flat.
3. If the handset has not been connected, insert one end of the curly
handset cord into the appropriate jack (C)—see Figure 1. Feed the
cord through the restraining tab (D) so that the cord falls to the left
side of the set. Insert the other end of the handset cord into the
handset.
Figure 1-M5216 connections
|
33
Connecting your M5216: continued
4. If you are installing a headset, insert the headset cord into the
appropriate jack (E)—see Figure |. Feed the cord through the
restraining tab (F) so that the cord falls to the left side of the set.
Turn the M5216 right-side up and position it on your desk.
Insert the other end of the line cord into the open jack (A) on the
plastic “pigtail” connector (B)—see Figure 2.
Insert the free end of the “pigtail” cord (C) into the wall jack (D) —
see Figure 2. Note that you should never remove the pigtail cord
from its jack in the plastic pigtail connecter (B).
8. Plug in the AC adaptor (E) into a AC 120V wall socket (F)—
see Figure 2.
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Figure 2-Wall jack/AC adaptor connections
AN
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