Meridian MAX's Agent Activity Codes* enables identification of the types of call agents are processing. Unlike Account Codes, Activity Codes are entered while the call is in progress.

    The agent uses the telephone key pad to enter a numerical code (maximum four digits) from a list of predefined call activities. Up to 1,000 Activity Codes can be defined, and multiple codes can be entered during a single call.

    Reports can then be generated showing the amount of time devoted to certain activities, such as order-taking, handling complaints, and dispensing information, etc.- as well as specific products or services. 

The agent or supervisor answers an ACD call, and the Activity Code LCD indicator is flashing:

1. Press . The LCD indicator lights steady.

2. Dial the number which corresponds to the present caller's activity.

3. Press .
*Note: Meridian MAX is a management information tool that collects and reports data on ACD calls.

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    When Automatic Answerback is activated, your M2616 telephone automatically answers in Handsfree mode after one ring. This feature is especially useful in the health care industry. For example, in an operating room when a call comes in, no one has to touch the phone to answer it.

To activate Automatic Answerback: 

1. Press . The  lights solid in the corresponding LCD.

1. Press  again. The turns off.

lets you dial a specific telephone number of your choice by pressing a feature key.

To store an Auto Dial number: 

1. Without lifting the handset, press. The associated  flashes.
2. Dial the number you want to store.
3. Press again.

1. Press a  key (Line key) or lift the handset.
2. Press . The number is automatically dialed. 

1. Press .
2. Press  . The number is displayed.
3. If you want to clear the display, press again.

    Call Forward allows you to transfer all of your calls so that they ring at another extension, to your assistant, or to Meridian Mail.

To forward all your calls: 

1. Press . The  flashes.
2. Dial the extension that you want to forward your calls to.
3. Press  again. The  remains on solid.

1. Press  twice. The  turns on.

1. Press . The  turns off.

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    While the ability to Call Forward All Calls to another extension is a convenient feature, it can be troublesome on the receiving end if the call forwarding is inadvertently left active. Call Forward Deactivation helps you cancel call forwarding of another users' calls. By simply dialing a Flexible Feature Code, you can deactivate another user's Call Forward All Calls feature from your telephone. 

    For example, let's say your co-worker, Jane, forwarded all of her calls to you while she was on vacation. Since Jane's return she inadvertantly left the Call Forward All Calls active. You are receiving Jane's calls as well as your own.

To cancel Jane's Call Forward All Calls feature from your telephone: 

1. Lift your handset (which activates the extension number that Jane forwarded her calls to).
2. Dial the Call Forward Deactivation Flexible Feature Code, followed by Jane's extension.
3. Press # key.
4. Wait for the confirmation tone.

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allows a call to be stored temporarily, then to be retrieved from any other extension. You can park an incoming call and then page the called party, without tying up a line. Your office may have a System Park Extension where most calls are automatically parked.

To park a call on the System Park extension or your own extension: 

1. Press  twice. If there is a System Park extension, the call is parked on it. Otherwise, it is parked on your extension.

1. Press 
2. Enter the extension number
3. Press  again. 

1. Select a free DN key
2. Press .
3. Dial the extension where the call is parked.

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    The Call Waiting indicator shows the extent of activity for the ACD queue (s) that an agent is logged into. The agent can work more effectively if he is aware of how queued calls are progressing. With the Call Waiting key on the M2216ACD set, agents are alerted instantly when calls are waiting in the queue.

    The key's associated LCD illumination varies according to the volume of incoming call traffic. When a queue overloads, an agent can try to reduce the time spent on each call so that everyone will be served with minimum delay.

The following table lists the four states of the Call Waiting indicator, and their meanings.
 

INDICATOR	QUEUE STATUS	MEANING
Off	Light	There are few or no calls waiting.
On	Normal	An acceptable number of calls are waiting.
Slow Flashing	Busy	Calls are backing up in the queue. Calls overflowing by number to this queue will not be accepted.
Fast Flashing	Overloaded	Too many calls are in the queue. New calls are being overflowed to other pre-defined queues.

    You can set up a conference call for up to six (6) people, including yourself. To set up a conference call: 

1. While on a call, press . The person you are talking to is placed on Hold. 
2. Dial the next number of the person you want to add to the conference. When the call is answered, you can talk privately with the person before they join the conference. (If they do not answer, press the DN key to get back to your active call). 
3. Press Conference again to join all callers. 
4. If necessary, repeat the procedure to include up to six (6) people. 

1. You are currently on a call. 
2. Press  
3. Press the DN key that has the other call on it. 
4. Press. The person on hold joins your conversation. 

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    The dial pad is used to dial the party you wish to reach. If you were looking at the letters on the keys (i.e., MNO on number 6) you can use Dial By Name, a feature supported on Meridian Mail. Another cool feature is Predial which allows you to dial a number before lifting the handset (or pressing a line key for you handsfree users). If you make a dialing mistake, you can use the volume key to back up. Just press the left side of the volume key to erase the last number entered. When you are ready to dial the number, just lift the handset or press a DN key.

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    The Meridian Display Option is available on the M2008, M2008HF, and M2616 telephones and is standard on the M2216ACD set.

     The display provides information such as who is calling you (including the name and extension) within your office or throughout your network. It also provides interactive prompts that help you use the features on the telephone such as the time & date or how long you've been on the phone.

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    By pressing the Display Queue key, a supervisor or agent can see, in real time, the current number of occupied agent positions, the waiting time of the call longest in the queue, and the number of calls in the Timed Overflow Queue (if the call center is using this feature).

1. Press  key. A summary of statistics or queue(s) appear in the window of the display module. If you are using Multiple Queue Assisgnment (a Meridian 1 X11 feature available in Release 21 of Meridian Max), the display scrolls through the queues at 2 second intervals in the order of log sequence.

 
2. Press  key to clear the display.

Notes: 

Pressing a feature key clears the queue information and replaces it with information associated with the feature.

If you have the display Queue Status feature on the phone, the LCD indicator next to  replaces the Call Waiting indicator.

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    The  key refers to your primary DN (Directory Number), also known as your extension number, or line key. This is the key you use to make a call. You can press this key then dial, or you can predial, then press this key to actually send the digits, or you can simply lift the handset and the primary DN key can be selected automatically.

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    An agent confronted with an emergency or threatening call can get help immediately with the Emergency key. The call's trunk information is automatically printed out on the ACD maintenance terminal. The supervisor is alerted by the Answer Emergency key. If the call center has a tape recorder, the Emergency key can activate a recording of the conversation for follow-up investigations. Also, a beeping tone can be activated at the supervisor's set.

If an agent has an urgent or abusive call:

1. Press 

    The indicator flashes while the Supervisor is called. When the Supervisor is connected, the Emergency LCD indicator lights steadily, and the agent has a three-way conference with the Supervisor and caller.

    Note:The Display shows information about the call. Write down this information before pressing, for  future reference. 

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    The feature indicators, along with the feature key, provide information about the particular feature that you are using. When you are learning about the features, you will find out what it means when the LCD (Liquid Crystal Display) indicator comes on or flashes. Just a quick lesson. There are four states that the little triangle can be in: On, Off, Flashing Slow, and Flashing Fast. Usually the off state means that nothing is going on with that feature. On, usually means that the feature is active or a line is in use. Flashing usually indicates that a feature is in the programming state (like when you are programming the Call Forward number or the Auto Dial number), or it means that a line key is on Hold.

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    Group Call automatically calls members of a pre-defined group at one time, until they have all answered.

To call group members: 

1. Lift the handset or press a DN key.
2. Press . The group members are called automatically. The beside the Group Call key flashes until all members have answered.
3. When all of them have answered, the  stops flashing and remains on.

1. Lift the handset or press the DN key.

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    The sleek handset design provides a comfortable feeling communications instrument. And it's rugged!

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    If your telephone is a M2616 or a M2008HF, you can use the built-in microphone and speaker instead of the handset. At any time during a call, you can switch to the handset by picking it up. You can also mute your microphone so that you can talk privately with someone else in your office.

To begin a Handsfree call:

1. Press , or your DN key instead of picking up your handset. 
2. Dial the number you wish to call. 

1. Press . The flashes. 
2. Press again and return to the two-way conversation. 

1. Press . 
2. Replace the handset and continue talking. 

1. Press  

To place a call on Hold: 

1. Press The flashes beside the line on hold. 

1. Press the DN key beside the flashing .

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    The In-Calls key is always assigned to the lower right-hand key of the M2216ACD set, and it is also called the ACD DN (Directory Number) or queue. All callers dialing specific call center numbers (e.g., for customer service, to place an order, and for a Help Desk, etc.) will be presented to an agent via this key. The LCD indicator will flash when an ACD call is presented.

To answer an incoming ACD call:

1. Press  to answer the incoming ACD call.

    NOTE: M2216ACD sets may have secondary extensions (Directory Numbers or DNs) assigned to other function keys. The DN key may be used to place or receive non-queue related calls or be configured as DID (Direct In Dial) for callers who need a direct connection to a specific agent.

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    The Key Expansion Module is a modular option that can be added to the M2616 Performance-Plus Telephone and M2216ACD Telephone. With the addition of one or two 22-button Key Expansion Modules, these 16-button telephones can accommodate up to 60 programmable line/feature keys. 

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    Similar to Not Ready, the Make Busy feature takes an agent out of the ACD queue and has the agent's directory number appear busy to all types of inbound calls. Make Busy can be used to log an agent out for a shift change or break. It can be activated while a call is in progress; as soon as that call is completed, the agent is logged out. When all the agents in one queue have activated Make Busy, the queue is automatically put into Night Service.To make a position unavailable to take calls:

1. Press .

To make a phone available for calls again (after making it busy):

1. Press  again.

To put a phone into Not Ready state (after making it busy):

1. Press 
2. Press  again when you are ready to take calls.

NOTE: If an agent ID is used, log in again to take ACD calls. 

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The Message key acts as an Auto Dial to your voice message system, i.e., Meridian Mail.
To call into Meridian Mail to listen to your messages:

1. Press a free DN key or lift the handset.
2. Press  Meridian Mail's extension is automatically dialed.
3. Follow the Meridian Mail Prompts.

    The  is a message waiting LED (Light Emitting Diode). It will illuminate when you have a Meridian Mail Message.

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    The call center is often the only point of contact between the organization and the marketplace. This means that ACD agents must be at their best when answering the telephones.

    The Not Ready feature helps ensure that agents only answer calls when they are fully prepared. By pressing the Not Ready key, the agent can leave the ACD queue temporarily and work without interruption until ready to resume answering calls.

    The system records this Not Ready time in displays and reports, enabling supervisors to track the amount of non-ACD work undertaken by agents.

To activate Not Ready:

1. Press . The agent will not receive additional ACD calls while Not Ready is active.

To take ACD calls again when ready:

1. Press . Then, press to talk to caller.

NOTE: If you press during an ACD call, the call will be returned to the front of the queue.

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    The  key is a nifty way for you to customize certain characteristics of your telephone. When you press , you are entering the Program mode. You can use your Volume Control key to scroll forwards or backwards through the selections available. To make a selection, dial the number shown on the display, then make changes and press Program a second time to save them. The most frequently customized selections include:

00 VOLUME ADJUSTMENT 

That's volume adjustment for the RINGER, BUZZER, SPEAKER, HANDSET and HANDSFREE.

01 PREDIAL RECALL 

    Allows you to view the most recently predialed number and continue dialing or edit the number to be dialed.

02 CONTRAST ADJUSTMENT 

03 CALL TIMER ENABLE 

    Wonder how long you've been talking to Mom on company time????? Turn the call timer on..........Is your Boss looking over your shoulder, turn the call timer off! 

04 IDLE SCREEN FORMAT

You have 8 choices for how you prefer to see the time and date displayed.

05 LANGUAGE SELECTION

Choose from up to 10 languages for feature prompts.

09 KEY CLICK 

    If you like that "warm and fuzzy" feeling of hearing a clicking sound as you dial a number, turn it on. If the sound drives you crazy, turn it off.

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will disconnect your call without hanging up the handset.

To activate the feature while on an active call, press the key.

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    If you receive a busy signal when trying to reach someone in your office, or in your private network, Ring Again automatically redials that number and lets you know when that person is free.

To use Ring Again: 

1. You dial an extension and you hear a busy signal. Press
2. Replace the handset or press .
3. When the number you want to reach is free, you hear the Ring Again signal
4. Press a free DN key to obtain a line.
5. Press  to automatically redial the number.

1. Press the  key before you hear the Ring Again signal.

1. You dial an extension and receive no answer.
2. Press  . The  lights steadily
3. Replace the handset or press . You may continue with other calls as needed.
4. The person you called returns to their office and places a call. When they hang up, your telephone buzzes and the Ring Again flashes.
5. Lift your handset or press a free DN key to obtain a line.
6. Upon hearing dial tone, press. 
7. The number is redialed and the next to Ring Again goes out.

1. Press the key before you hear the Ring Again signal.

    The speaker provides the telephone ring tone, buzz tone and allows you to listen to other people. You can use the speaker in one-way "listen only" mode when you are listening to your Meridian Mail messages. If you have a Handsfree set, it is used in conjunction with the microphone for communication. But wait, even if you don't have a handsfree set, you can still use the speaker for on hook dialing. This means that without lifting the handset you can dial a number. Once your party answers you can quickly pick up the handset for two-way communications.

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    Speed Call allows you to dial frequently called numbers using a brief code to represent the number. The codes are one, two, or three digits long (0 to 999). See your telephone system administrator for a list of the Speed Call codes. 

    Only a telephone that has been designated as a Speed Call Controller telephone can program the numbers to be stored.

To store a Speed Call number: 

1. Press 
2. Enter the code to be added to the Speed Call list (0 to 999). 
3. Dial the access code (if required), internal, external, or long-distance telephone number.
4. Press  again.

1. Press .
2. Enter the Speed Call code that you want to change.
3. Dial the new access code (if required), internal, external, or long-distance telephone number.
4. Press  again.

1. Press . 
2. Enter the Speed Call code that you want to erase. 
3. Press *. 
4. Press again. 

1. Press a free DN key to obtain a line.
2. Press .
3. Dial the Speed Call code

    The key enables an agent to be directly connected to the supervisor by a single keystroke. There is no need to actually dial a supervisor's extension number.

To answer a Supervisor:

1. When your phone rings and the Supervisor indicator flashes, press .

To answer a Supervisor's call while already active on a call:

1. Press  to place current caller on hold.
2. Press .
3. The Ans Supvsr indicator flashes and a buzz tone will be heard.

To call a Supervisor: 

1. Press . This step automatically puts an ACD call in progress on Hold.
2. To return to the ACD call, press .

To Conference a call with a Supervisor, during a call in progress: 

1. Press .The caller is on hold, and you can talk privately with the Supervisor.
2. Press  for a three-way conversation which includes the Supervisor and caller. 

To Transfer to a Supervisor, during a call in progress: 

1. Press .
2. Press  again when the Supervisor answers.
3. Press  to disconnect. 
4. The caller remains connected with the supervisor

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     The  key allows you to easily direct a call to another number or person

To transfer a call: 

1. Pressing . The person you were talking to is placed on hold and you hear dial tone. 
2. Dial the number that you want to transfer the call to. 
3. Press again. Press the key immediately allows you to transfer the call without announcing the caller to the called party. To announce the caller, wait until the other party answers the call, inform them you are transfering and then press to complete. 

    If the person you are transferring to does not answer and you want to get back to the person you are transferring, just press your DN key.

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WHAT DID YOU SAY? Yes, that is the volume key. It is used to change the volume of what ever sound is coming out of the phone. If you are talking to someone using the Handset, it changes the loudness of the sound you hear. If you are on the speakerphone, it changes the volume of the sound coming out of the speaker. If your phone is ringing, it can make the ringing sound louder or more quiet. Of course, all of these sounds can be adjusted independently using the Program key.

    Check this out.....This key is cooler than you might have guessed. It also allows you to backup and erase dialing mistakes during predial. Predial means that you are dialing before lifting the handset or pressing a line key. If you mess up, press the volume down (left side of the key) and re-enter the digits that you got wrong.

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