AT&T 555-640-118 Issue 1 March 1996 MERLIN LEGEND® Communications System Releases 3.1 and 4.
Copyright 1996, AT&T All Rights Reserved Printed in U.S.A. AT&T 555-640-118 Issue 1 March 1996 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. See Appendix A, “Customer Support Information,” for important information.
Trademarks 5ESS, Accunet, CONVERSANT, DEFINITY, Megacom, MERLIN, MERLIN LEGEND, Magic on Hold, MultiQuest and PARTNER are registered trademarks and AT&T Attendant, 4ESS, AUDIX Voice Power, Fax Attendant System, MERLIN MAIL, ExpressRoute 1000, MERLIN PFC, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, and PassageWay are trademarks of AT&T in the U.S. and other countries. NetPROTECT is a servicemark of AT&T in the U.S. and other countries.
MERLIN LEGEND® Communications System Releases 3.1 and 4.0 System Manager’s Guide System Information Sheet If you have a problem with your system, you may be able to resolve it quickly and easily by following the appropriate troubleshooting procedure in this guide. If the problem persists or is not listed in this guide, call the AT&T Helpline at 1 800 628-2888 for further assistance.
Contents New Features and Enhancements n Release 3.1 Enhancements n Release 4.
Contents 2 3 4 About the System n Background n System Overview n Incoming Trunks n Modes of Operation n Components n Features n Applications n Programming the System n System Capacities n Auxiliary Components n Data Communications Capabilities System Components n Control Unit n Telephones n Operator Consoles n Adapters n Adjuncts n Power-Related Hardware Features and Applications n Features n Applications viii System Manager’s Guide 2–2 2–10 2–12 2–16 2–18 2–22 2–22 2–25 2–25 2–26 2–29 3–1 3–14 3–2
Contents 5 6 Putting the System to Work n Scenario 1: A Small Office n Scenario 2: A Professional Office n Scenario 3: A Dual-Location Company n Optimizing Your System Managing the System n Using the Task Descriptions n Using the Programming Procedures n Introduction to System Programming n Programming from the Console n Programming from a PC with SPM n Centralized Telephone Programming n Using Reports n Setting System Date and/or Time n Backing Up the System n Adding an Extension n Moving an Extension
Contents Managing the System (continued) n Changing Group Coverage Assignments n Revising Night Service with Group Assignment n Changing Extension Directory Labels n Changing Trunk Labels n Changing Posted Message Labels n Changing Calling Group Labels n Changing System Directory Labels 7 8 Learning More n Guides n System Guides Information Finder n Training Troubleshooting the System n All Phones Are Dead (No Dial Tone or Lights) n Some Phones Are Dead (No Dial Tone or Lights) n Difficulty Making Outs
Contents A Troubleshooting the System (continued) n Reminder Messages Received with the Wrong Time n Recall/Switchhook Does Not Work n Calling Group Members Not Receiving Calls n Other or Unresolved Problems 8–20 Customer Support Information n Support Telephone Number n Federal Communications Commission (FCC) A–1 Electromagnetic Interference Information A–1 Canadian Department of Communications (DOC) Interference Information A–2 FCC Notification and Repair Information A–2 Installation and Operat
Contents C System Capacities D System Planning Forms E Removing/Reinstalling the Control Unit Housing n Removing the Control Unit Housing n Installing the Control Unit Housing E–2 Glossary GL-1 Index IN-1 xii System Manager’s Guide E–1
Figures 2 About the System 2–1. 2–2. 2–3. 2–4. 2–5. 2–6. 2–7. 2–8. 2–9. 2–10. 3 2–3 2–4 2–7 2–8 2–11 2–15 2–20 2–21 2–24 2–28 System Components 3–1. 3–2. 3–3. 3–4. 3–5. 3–6. 3–7. 3–8. 3–9. 5 The Local Loop The Telephone Network The Evolution of Switches The Switching Office Hierarchy System Overview Incoming Trunks System Components 408 GS/LS-MLX Module System Applications Auxiliary System Components Release 4.
Figures 6 Managing the System 6–1. 6–2. 6–3. 6–4. 6–5. 6–6. 6–7. 6–8. 6–9. E Information Screen Menu Selection Screen Data Entry Screen System Programming Menu Screens Screen Keys Station Busy Screen MLX-20L Telephone with Direct Station Selector (DSS) Console Buttons and Main Menu Console Overlay 6–6 6–6 6–7 6–8 6–9 6–10 6–13 6–14 6–15 Removing/Reinstalling the Control Unit Housing E–1. E–2. E–3.
Tables 2 About the System 2–1. 3 2–17 System Components 3–1. 3–2. 3–3. 3–4. 3–5. 4 Modes of Operation Line/Trunk and Extension Modules Analog Multiline Telephones Single-Line Telephones Maximum Number of System Operator Positions Adjunct Summary 3–6 3–23 3–23 3–28 3–41 Features and Applications 4–1. 4–2. 4–3. 4–4. 4–5. 4–6. 4–7. 4–8. 4–9. 4–10. 4–11. 4–12. 4–13.
Tables 5 Putting the System to Work 5–1. 5–2. 5–3. 5–4. 5–5. 5–6. 5–7. 5–8. 5–9. 6 5–2 5–9 5–10 5–11 5–12 5–16 5–20 5–24 5–26 Managing the System 6–1. 6–2. 6–3. 6–4. 6–5. 6–6. 6–7. 6–8. 6–9.
Tables C System Capacities C–1. Hardware and Software Capacities D C–2 System Planning Forms D–1.
Tables xviii System Manager’s Guide
Safety The exclamation point in an equilateral triangle is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product. IMPORTANT SAFETY INSTRUCTIONS When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons, including: ■ Read and understand all instructions.
Safety ■ Do not attach the power supply cord to building surfaces. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it. ■ Slots and openings in the module housings are provided for ventilation. To protect this equipment from overheating, do not block these openings.
New Features and Enhancements Release 3.1 Enhancements Release 3.1 includes all Release 3.0 functionality plus the enhancements listed below. ■ Call Restriction checking for star codes Beginning with Release 3.1, the system manager can now add star (*) codes to Allowed and Disallowed Lists to help prevent toll fraud. Star codes, typically dialed before an outgoing call, enable telephone users to obtain special services provided by the central office (CO).
Release 3.1 Enhancements ■ Programmable Second Dial Tone Timer Beginning with Release 3.1, the system manager can now assign a second dial tone timer to lines and trunks to help prevent toll fraud (for example, when star codes are used). After receiving certain digits dialed by a user, the CO may provide a second dial tone, prompting the user to enter more digits.
Release 4.0 Enhancements ■ New maintenance procedure for testing outgoing trunk problems A password is now required for technicians to perform trunk tests. ! Security Alert: The enhancements in Release 3.1 help increase the security of the MERLIN LEGEND System. To fully utilize these security enhancements, be sure to read and understand the information in these upgrade notes. Release 4.0 Enhancements Release 4.0 includes all Release 3.
Release 4.0 Enhancements ■ Support for 2B Data applications Release 4.0 has certified group and desktop video applications that use two B-channels to make video/data calls from endpoints (stations) that are enabled to use 2B Data. The endpoints that support these applications connect to an MLX-port on the MERLIN LEGEND system. 2B Data applications can make use of the NI-1 BRI, PRI, or T1 Switched 56 network interfaces to make outside connections using one or two data channels at a time.
Release 4.0 Enhancements ■ Single-Line Telephone Enhancements Disable Transfer. Through centralized telephone programming, the system manager can disable the ability to transfer calls by removing all but one SA or ICOM button from the telephone. No Transfer Return. When a handset bounce in its cradle, the MERLIN LEGEND system interprets that as a switchhook flash and attempts to transfer a call. When the transfer attempt period expires, the user's telephone rings. Release 4.
Release 4.
About This Book The MERLIN LEGEND Communications System is an advanced digital switching system that integrates voice and data communications features. Voice features include traditional telephone features, such as Transfer and Hold, and advanced features, such as Group Coverage and Park. Data features allow both voice and data to be transmitted over the same system wiring.
Terms and Conventions Used ■ System Programming ■ Equipment and Operations Reference “Related Documents,” later in this chapter, provides a complete list of system documentation together with ordering information. In the U.S.A. only, AT&T provides a toll-free customer Helpline 24 hours a day. Call the Helpline (1 800 628-2888), or your AT&T representative, if you need assistance when installing, programming, or using your system.
Terms and Conventions Used Typographical Conventions Certain type fonts and styles act as visual cues to help you rapidly understand the information presented: Example It is very important that you follow these steps. You must attach the wristband before touching the connection. Purpose Italics indicate emphasis. The part of the headset that fits over one or both ears is called a headpiece. Italics also set off special terms.
Security Security Certain features of the system can be protected by passwords to prevent unauthorized users from abusing the system. You should assign passwords wherever you can and limit knowledge of such passwords to three or fewer people. Nondisplaying authorization codes and telephone numbers provide another layer of security. For more information, see Appendix A, “Customer Support Information.
How to Comment on This Book Document No.
How to Comment on This Book xxxii About This Book
FEEDBACK FORM MERLIN LEGEND Communications System Releases 3.1 and 4.0 Title: System Manager’s Guide Order No.: 555-640-118 Date: March 1996, Issue 1 1. Please rate the effectiveness of this book in the following areas: Excellent Good Fair Poor Not Applicable Ease of Use Clarity Completeness Accuracy Organization Appearance Examples Illustrations Overall Satisfaction 2.
Read This First 1 Contents Overview ■ ■ Using This Guide Related Guides 1–1 1–2 1–3 Your Role as System Manager 1–3 System Manager Responsibilities 1–4 ■ The System Planning Forms 1–5 Upgrading the System 1–5 Environmental Requirements 1–6 Read This First 1–i
Read This First 1 This chapter includes important background information to help you understand the system manager function and how to use this guide.
Overview Whether using a system telephone or a PC to program system changes, you simply make selections from menus; you don’t have to remember any special commands or codes. If you need detailed information or step-by-step instructions, the system guides clearly describe your choices.
Your Role as System Manager Related Guides There are two categories of guides available for the system: ■ User Guides and Operator Guides. Each of these guides describes the use and features of a specific telephone or operator console. ■ System Reference Guides. These guides provide detailed information about system features and capabilities: — Feature Reference contains information about features and applications. — System Programming includes detailed step-by-step procedures to program the system.
Your Role as System Manager If you want more detailed instructions, you can use the step-by-step procedures in the system’s manuals. The instructions are designed so that you can follow them easily. To quickly find the information or procedure you need, read Chapter 7, “Learning More,” for descriptions of the system reference guides and how to use them. As a last resort, call the AT&T Helpline at 1 800 628-2888.
The System Planning Forms The System Planning Forms When a MERLIN LEGEND Communications System is installed and set up, AT&T personnel program it to function according to the options the customer selects and the features the customer needs. To make the programming process run smoothly, the AT&T personnel fill out and refer to planning forms that record all of the system’s settings and features, those that affect the whole system and those that affect individual extensions.
Environmental Requirements The memory cards are color-coded and have different titles to indicate their contents and function: ■ Feature Upgrade Memory Card. Orange label with black bars; entitled Forced Installation. To upgrade your system to the latest release. ■ Maintenance Upgrade Memory Card. Orange label; entitled Upgrade Card. To fix problems in the system. NOTE: A third type of memory card has a white label and is entitled Translation Card.
Environmental Requirements ■ Do not place anything that could block ventilation on top of or around the carriers. ■ Do not install the control unit under any device that may drip fluid, such as an air conditioner. ■ For maintenance purposes, the control unit should be mounted in an accessible location. There should be sufficient room and lighting available to remove the cover(s) and replace modules without moving furniture, boxes, or other objects.
Environmental Requirements 1–8 Read This First
About the System 2 Contents Background ■ ■ Telephone Equipment Switching Equipment The Evolution of Switches Switching Methods 2–2 2–5 2–6 2–6 2–9 System Overview 2–10 Incoming Trunks 2–12 Modes of Operation 2–16 Components 2–18 ■ Line/Trunk and Extension Modules 2–21 Features 2–22 Applications 2–22 Programming the System 2–25 System Capacities 2–25 Auxiliary Components 2–26 Data Communications Capabilities 2–29 About the System 2–i
About the System 2 This chapter provides a general overview that introduces all of the major aspects of the system and its operation, including: ■ Trunks ■ Modes of operation ■ System components ■ Features ■ Applications ■ Programming the system ■ System capacities ■ Auxiliary components ■ Data communications capabilities More information about specific system topics is included throughout the guide.
Background Background Alexander Graham Bell and his assistant, Thomas A. Watson, demonstrated the first working model of a telephone on March 10, 1876. Bell made the call from a transmitter in one room to a receiver a few rooms away. The first telephone installations were set up like that first call, as direct connections between one telephone and another. When more and more telephones were installed, it quickly became impractical to have every phone connected directly to every other phone.
Background Telephone Company Central Office (CO) Customer Premises Figure 2–1.
Background CO Long Distance (Toll) Network Customer Premises CO Customer Premises Figure 2–2.
Background Telephone Equipment The first working model of a telephone consisted of a microphone (called a transmitter) and a small loudspeaker-like device (called a receiver) connected by a pair of wires and a battery. A telephone is powered by direct current (dc) which, in early phones, was supplied by a battery inside the phone. Beginning in 1894, COs used a common battery to power all the telephones connected to the exchange.
Background Although there are still some rotary-dial telephones in use, most modern telephones have touch-tone dialing, which is faster and, with the advent of services available from touch-tone phones, more versatile. The terms tip and ring, however, still describe any telephone equipment that involves only one line, for example, a single-line telephone (such as those in most homes), an answering machine, or a fax machine. These are referred to as tip/ring (T/R) devices.
Background ■ Party-Line Service. Several telephones were connected to one line so that a number of people could communicate in the same conversation. But there was no way to reach a telephone on any other line. ■ Station Switching. All telephones were connected to all other telephones. The telephone itself performed the switching and made the connection. This was workable for a small number of telephones, but quickly became impractical as hundreds of telephones were installed. ■ Centralized Switching.
Background Eventually, as more and more COs were created, a hierarchy of special switching offices (SOs) connected the COs locally and then between cities and countries for long-distance (toll) switching. The dedicated lines between COs were called trunks. The following list provides an overview of the hierarchy of switching offices. Figure 2−4 illustrates the hierarchy. ■ Level 1: Trunking Between COs. The first level in the hierarchy consists of local COs with direct trunk connections between them.
Background Today, a local area within which there is a single uniform set of charges for telephone service is called a local exchange area. A number of COs may serve a local exchange area, and a call between any two points within an exchange area is a local call. A toll call is a call made to a point outside the local exchange area and includes service through the switching office hierarchy.
System Overview It was, therefore, a natural progression that led to the idea of using a computer, with its inherent programmable flexibility, to control the switching operation. This new generation of switching technology was called an electronic switching system (ESS). With ever-increasing innovations in technology (beginning with the AT&T No.1 ESS first installed in 1965), the AT&T 5ESS digital switching system handles 100,000 lines and 650,000 telephone calls per hour.
System Overview Telephone Company Central Office (CO) Telephone Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–5.
Incoming Trunks Incoming Trunks Trunks are the telephone company’s facilities, provided by the central office (CO) to carry voice or data communications (see Figure 2–6). There are a variety of trunks, each with different capabilities. These types have evolved over the years as technology has advanced and customer needs have expanded. The decision concerning the type of trunks chosen for your company’s system depends primarily on your company’s needs.
Incoming Trunks In more complex tie trunk configurations, a person can tie into another system and use a trunk that does not exist on his or her own system. For example, in a company with locations in New York, Chicago, and Los Angeles (with tie trunks between New York and Chicago, and Chicago and Los Angeles), users in New York can access a Los Angeles trunk and make a local call as if they were in Los Angeles themselves. ■ Direct Inward Dialing (DID) Trunks (Incoming Calls Only).
Incoming Trunks ¨ T1 Data Operation. Available in Release 4.0 and later, T1 data operation allows high-speed data communications over the public switched network; this is called T1 Switched 56 service. It also provides data tie “lines” to connect one MERLIN LEGEND Communications System to another or to a DEFINITY system. A T1 data-operation “line” is a B-channel. ¨ Primary Rate Interface (PRI) Operation. The 24 “lines” include 23 B-channels.
Incoming Trunks Telephone Company Incoming Trunks Telephone Company Central Office (CO) Loop-Start Trunk Ground-Start Trunk Digital Facility MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–6.
Modes of Operation Modes of Operation The system’s mode of operation determines the following: ■ The types of outside trunks that can be connected to the system ■ How users access outside trunks ■ The types of system operator consoles that your business can use ■ The features and applications that your business can use and how they work ■ How the system is registered with the Federal Communications Commission (FCC) The choice of system mode depends on your company’s needs.
Modes of Operation Table 2–1. Modes of Operation Key Mode Hybrid/PBX Mode Behind Switch Mode Description Telephones have multiple buttons (or keys) labeled with telephone numbers. Every button corresponds directly to an outside line. Different buttons (ICOM buttons) are used for inside calls. Outside trunks are grouped in pools for shared use; the system automatically selects an available outside trunk. People use the same button to make both inside and outside calls.
Components Table 2–1, Continued Comments Key Mode Hybrid/PBX Mode Behind Switch Mode All users need multiline phones. Line assignments can be customized by phone or groups of phones, for example, you can assign tie trunks only to the telephones where they’re needed. Provides the most efficient use of outside trunks. The Automatic Route Selection (ARS) feature can be programmed for the cost-effective use of pools and the greatest protection against toll fraud.
Components ■ System Operator Consoles. Telephones programmed to handle a variety of operator functions. Types of consoles include: — Analog or MLX Direct-Line Console (DLC). Outside lines are assigned to individual buttons, and the console can have several calls ringing at the same time. Only certain MLX telephones and analog multiline telephones can be used as DLCs. — MLX Queued Call Console (QCC). Available only in Hybrid/PBX mode.
Components Telephone Company Central Office (CO) Telephone Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND MLX Telephone Applications Auxiliary Components Figure 2–7.
Components Line/Trunk and Extension Modules The line/trunk and extension modules inserted into the control unit have jacks for connecting CO trunks and system telephone wires to the control unit. A system with a basic carrier has five slots for modules. Up to two expansion carriers can be added, each one adding six slots for modules.
Features Features The versatility and power of the system are due, in large part, to the variety of feature settings and services it can provide. Features include traditional items (Transfer and Call Waiting), as well as advanced features (Coverage and Park). Some functions can be performed in several ways. For example, the system offers a variety of ways to provide call coverage. You therefore choose and set up features according to your specific business needs.
Applications ■ Call accounting applications manage telephone usage by tracking and sorting telephone costs and producing reports on costs. ■ A call management application answers and distributes calls to members of a specified group, for example, ticketing agents. ■ Passage Way Direct Connect Solution provides an interface between an extension and a PC with Microsoft Windows, as well as providing useful utilities and allowing the integration of Windows applications with telephone activities.
Applications Telephone Company Central Office (CO) Telephone Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND MLX Telephone Fax Machine MLX Telephone with MFM SingleLine Phone Answering Machine Analog MLX Multiline Telephone Telephone Applications Call Accounting System Auxiliary Components Figure 2–9.
Programming the System Programming the System System installation includes programming features, settings, and options selected by you or a representative from your company. Depending on the feature, either you, as system manager, or a person at his or her extension can make changes to features: ■ System Programming. Used to program systemwide or group features. An AT&T technician can also do system programming.
Auxiliary Components Appendix C describes hardware and software capacities, that is, the minimums and maximums for certain features. Auxiliary Components There are many other components that people use with the system, including adapters, adjuncts, and accessories. You probably have many of these in your system already. If you’re interested in adding any of these components to your system, contact your AT&T representative.
Auxiliary Components ■ Adapters. Enable the connection of other equipment or certain telephone company facilities. There are two kinds of adapters, classified according to function: — System Adapters. Connect adjuncts (for example, a loudspeaker paging system) directly to the control unit and serve the whole system. — Telephone Adapters. Connect adjuncts to telephones.
Auxiliary Components Telephone Company Central Office (CO) Telephone Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND MLX Telephone Fax Machine MLX Telephone with MFM SingleLine Phone Answering Machine Analog MLX Multiline Telephone Telephone Applications Call Accounting System Voice Messaging System Auxiliary Components PassageWay Direct Connect Solution POWER OUT 657 E GROUND IN 657 E GAIN ON 1 2 3 4 OPRE HO L
Data Communications Capabilities Data Communications Capabilities One of the important capabilities of the system is that it can carry both voice and data communications simultaneously over the same lines. In addition, system features used for voice communications, such as Automatic Route Selection, calling restrictions, and speed dialing can also enhance the use of data equipment. NOTE: For the most up-to-date information about data and video communications, consult the Data/Video Reference.
Data Communications Capabilities For high-speed data communications over Integrated Services Digital Network Basic Rate Interface (NI-1 BRI, Release 4.0 and later) or Digital Signal 1 (DS1) Primary Rate Interface (PRI) or T1 Switched 56 (Release 4.0 and later) facilities, you can attach an ExpressRoute 1000 ISDN Terminal Adapter or another ISDN (Integrated Digital Services Network) terminal adapter to an MLX telephone.
System Components 3 Contents Control Unit ■ ■ ■ ■ Carriers Processor Module PCMCIA Memory Card Power Supply Module Line/Trunk and Extension Modules Modules Supporting Extensions Extension Jacks Touch-Tone Receivers 016, 012, and 008 OPT Modules Modules Supporting Lines/Trunks Power-Failure Transfer Telephones 100D Module 800 NI-BRI Module Summary 3–1 3–2 3–2 3–3 3–4 3–5 3–8 3–8 3–9 3–9 3–9 3–9 3–10 3–12 3–12 System Components 3–i
Contents Telephones ■ ■ ■ ■ ■ MLX Telephones MLX-28D MLX-20L MLX-16DP MLX-10D MLX-10DP MLX-10 Direct Station Selector Analog Multiline Telephones Single-Line Telephones Line Buttons on Multiline Telephones Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Line Buttons and Special Considerations in Behind Switch Mode Operator Consoles ■ ■ Queued Call Consoles QCC Buttons Direct-Line Consoles Adapters ■ ■ System Adapters Telephone Adapters Multi-Function Module General-Purpose Adapter Adjuncts ■
Contents Adjuncts continued ■ ■ ■ Telephone Adjuncts Modems Headsets Headpieces Manual Operation (Analog Multiline Telephones Only) One-Touch Operation (MLX and Analog Multiline Telephones) Specialty Handsets Message-Waiting Indicator Additional Telephone Adjuncts Data Communications Adjuncts ExpressRoute 1000 ISDN Terminal Adapter Summary Power-Related Hardware ■ ■ ■ ■ Power Accessories System Auxiliary Power Battery Backup Power Telephone Power Units Protection Accessories In-Range Out-of-Building
System Components 3 This chapter describes the system’s basic hardware. It includes descriptions of the control unit, MLX telephones, analog multiline telephones, single-line telephones, system operator consoles, adjuncts and adapters for the system and telephones, and power-related accessories. NOTE: This chapter describes hardware that is currently available on the system. The system also supports hardware that is no longer available for sale or lease.
Control Unit Carriers The carriers in the system are the containers that hold the modules on which the circuit boards and connections for lines/trunks and extensions (called jacks or ports) are. There can be up to three carriers: one basic carrier and two expansion carriers. The carriers hold the modules in slots. For the purposes of system programming and installation, 2-digit numbers indicate the slots, starting with 00 for the processor module.
Processor Control Unit Module Label Error/Status Code Display PCMCIA Interface Slot Debugging Port (plugged to prevent access) Alarm Status Light SMDR Port ADMIN Port Figure 3–1. Release 4.0 Processor Module The processor module has a single-character display for numbers and symbols that help AT&T technicians to understand any problems with the system software and to maintain the system. The module also has a red light that indicates hardware failures.
Control Unit ■ Feature Upgrade Memory Card. Orange label with black bars; entitled Forced Installation. To upgrade your system to the latest release. ■ Maintenance Upgrade Memory Card. Orange label; entitled Upgrade Card. To fix problems in the system. ■ Translation Memory Card. White label; entitled Translation Card. To back up and restore your system programming as an alternative to using System Programming and Maintenance (SPM). These procedures are faster when you use the PCMCIA card.
Control Unit Line/Trunk and Extension Modules Line/trunk and extension modules have jacks for connecting telephone company lines/trunks and extension wires to the control unit. The system supports 17 types of line/trunk and extension modules. For maximum flexibility, some modules support only lines/trunks, some only extensions, and some a combination of the two. Each module has a label that contains its name.
Control Unit Table 3–1.
Control Unit Table 3–1, Continued Module Line/ Trunk Description 800 NI-BRI* BRI Capacity: 8 BRIs, each with 2 B-channels (“virtual” lines) for voice and data and 1 channel used for signaling. Supports: See section “800 NI-BRI” module for details. Voice, data, video, and other services at 64 kbps over standard ISDN lines/trunks.
Control Unit Modules Supporting Extensions Table 3−1 describes the type of equipment that each module supports. This section highlights some important points about extension modules. NOTE: Extension jacks connect to individual telephones and to adjuncts that are attached to extensions. Some adjuncts and applications serve the whole system and connect directly to line/trunk jacks.
Control Unit Touch-Tone Receivers In addition to jacks for connecting lines/trunks and extensions, various modules also include components called touch-tone receivers (TTRs). These TTRs allow the system to process touch tones entered by outside callers for special purposes, such as automated attendants that answer calls from people with touch-tone phones, voice mail systems, and remote access callers who call into the system and use its services.
Control Unit 100D Module The 100D module has only one line/trunk (called a Digital Signal Level 1 or DS1 facility) but actually supports 23 or 24 “virtual” lines/trunks. These are called channels or B-channels, depending upon the type of service you choose.
Control Unit PRI supports Station Identification/Automatic Number Identification when your company subscribes to it. PRI also allows your system to connect to an AT&T DEFINITY telephone system. In addition, PRI supports Group IV (G4) fax machines, as well as desktop and group videoconferencing. ■ T1 Service. This service is cost-effective and convenient for many businesses. Prior to Release 4.0, it provided voice operation only. In Release 4.
Control Unit 800 NI-BRI Module For Release 4.0 and later systems, this module supplies eight line/trunk jacks for connecting central office facilities that use the standard National ISDN 1 (Integrated Services Digital Network 1) protocol and the BRI (Basic Rate Interface) access arrangement (this combination is abbreviated NI-1 BRI). These digital facilities are available from COs in many areas.
PFT Jack PFT Jack Line/ Trunk Jacks Line/Trunk Jacks Line/Trunk Jacks Line/ Trunk Jacks Line/Trunk Jacks PFT Jack Line/ Trunk Jacks Line/ Trunk Jacks Line/ Trunk Jacks Line/ Trunk Jacks TieTrunk Jacks PFT Jack 4-pair Jacks (DS1) Line/ Trunk Jacks Line/ Trunk Jacks PFT Jack PFT Jack 800 GS/LS 8 GS/LS Outside Lines 800 8 Outside Lines 800 DID 8 Direct Inward Dialing Trunks 400 GHS/LS/TTR 4 GS or LS Outside Lines Touch Tone Receivers 400 4 Outside Lines Touch Tone Receivers 400EM 4 E&M Tie
Telephones Telephones You can use MLX (digital) telephones as well as several different analog and single-line telephones with the system. This section describes these telephones. NOTE: Telephones that are located far from the control unit or that have other equipment (adjuncts) attached (for example, an answering machine or a fax machine) may need additional power. A special power unit, described in “Power-Related Hardware,” later in this chapter, supplies this need.
Telephones MLX display telephones in particular offer enhanced services to telephone users and to you in your role as system manager. MLX display telephones have the following unique features: ■ Menu-driven telephone programming ■ The ability to select and use features from the display ■ Support for Primary Rate Interface (PRI) calling number identification services and the Caller ID feature ■ Information in English, French, or Spanish.
Telephones MLX-28D The MLX-28D telephone (Figure 3−4) provides the following features: ■ Optional Direct-Line Console (DLC) operation ■ Display (2 lines by 24 characters) ■ 28 line buttons that can be programmed with features ■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection, and 8 fixed-feature buttons ■ Support of one or two Direct Station Selectors (DSSs) or PassageWay Direct Connect Solution MLX-28D telephones cannot be wall-mounted.
Telephones MLX-20L The MLX-20L telephone (Figure 3−5) provides the following features: ■ System programming and optional DLC or QCC operation ■ Display (7 lines by 24 characters) ■ 20 line buttons that can be programmed with features ■ 14 fixed and unlabeled display buttons and 8 fixed-feature buttons ■ Support of one or two DSSs or PassageWay Direct Connect Solution MLX-20L telephones cannot be wall-mounted. NOTE: When used as a QCC, some restrictions apply.
Telephones MLX-16DP The MLX-16DP telephone (Figure 3−6) provides the following features: ■ Display (2 lines by 24 characters) ■ 16 line buttons that can be programmed with features ■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection, and 8 fixed-feature buttons ■ Support of PassageWay Direct Connect Solution, version 2.1 or later MLX-16DP telephones cannot be wall-mounted. NOTES: 1. The MLX-16DP telephone cannot be an operator console. 2.
Telephones MLX-10D The MLX-10D telephone (Figure 3−7) provides the following features: ■ Display (2 lines by 24 characters) ■ 10 line buttons that can be programmed with features ■ 8 fixed display buttons and 8 fixed-feature buttons MLX-10D telephones can be wall-mounted, but doing so makes the display hard to read.
Telephones MLX-10 The MLX-10 telephone (Figure 3−8) provides the following features: ■ 10 line buttons that can be programmed with features ■ 8 fixed-feature buttons MLX-10 telephones can be wall-mounted.
Telephones Direct Station Selector The Direct Station Selector (DSS), shown in Figure 3–9, is an adjunct that you can connect to an MLX-20L or an MLX-28D telephone programmed as an operator console (it cannot connect to any other telephone). DSSs enhance the capabilities of both DLCs and QCCs and, when connected to an MLX-20L telephone, help with programming. The DSS has 50 multifunction buttons, all of which have lights.
Telephones ■ Paging group extension numbers ■ Park zone access codes ■ Automatic Route Selection (ARS) access codes ■ Remote Access dial code ■ Listed Directory Number (the extension for the QCC queue) Ten fixed-feature buttons with green lights are at the bottom of the DSS. The first three (from left to right) on the top row are Page buttons, which you use to select the range of extension numbers represented by the DSS buttons.
Telephones Table 3–2.
Telephones Line Buttons on Multiline Telephones Different models of telephones, of course, have different imprinted buttons. The descriptions above summarized these buttons.
Telephones ICOM buttons fall into several categories: ■ ICOM Ring. Use this button to make inside calls and to receive inside and outside calls transferred from another extension. When you use an ICOM Ring button to make an inside call, the telephone at the destination extension rings once per ring cycle to indicate an inside call. ■ ICOM Voice. Use this button to make inside calls and to receive inside and outside calls transferred from another extension.
Telephones ■ SA Voice. Use this button to make and receive inside and outside calls. When you use an SA Voice button to make an inside call, the user at the destination extension hears your voice on the speakerphone after a single beep, rather than ringing.
Telephones Line Buttons and Special Considerations in Behind Switch Mode When you program the system for Behind Switch mode, the system assigns a single prime line, an ICOM Ring button, and an ICOM Voice button to each multiline telephone. When you lift the telephone handset, the prime line is selected automatically (even when it is busy) unless you have first selected a different button. The prime line connects only to the host system and from the host to an outside trunk.
Operator Consoles You can assign a combination of up to 10 ICOM Voice, ICOM Ring, and ICOM Originate Only buttons to each multiline telephone, on buttons 1 through 10. The number of prime line buttons that can be assigned is limited only by the number of trunks provided by the host and the number of buttons available on the telephone. In Behind Switch mode, you have access to the special features of both the on-site communications system and the host system.
Operator Consoles NOTE: The system cannot have more than eight operator positions of any combination (QCCs and/or DLCs); if you use a combination of consoles, no more than four can be QCCs. Queued Call Consoles The Queued Call Console (QCC) is available only in Hybrid/PBX mode. In a QCC configuration, the system holds waiting calls in a queue and directs them to a QCC as a position becomes available. Only one call rings at a time. The MLX-20L telephone is the only telephone that you can assign as a QCC.
Operator Consoles ■ Release. Releases the system operator from a call and/or completes the call-directing process, making the operator available for another call. ■ Destination. Reconnects the system operator to the destination before a new call is released to its destination. ■ Cancel. Cancels call directing and reconnects the system operator with the caller (source). ■ Join. Connects the system operator with the caller (source) and the person being called (destination) in a three-way conference.
Operator Consoles Keep these facts in mind if you need to work with QCCs: ■ You must connect a QCC to an extension jack on a 008 MLX or 408 GS/LS-MLX module. ■ Each 008 or 408 GS/LS-MLX module can carry a maximum of two QCCs. ■ You must connect the first QCC to the first MLX extension jack in the system. ■ You can connect QCCs only to the first and fifth extension jacks on each module. ■ You can connect up to four QCCs for the system.
Adapters You can add one or two DSSs to the MLX-20L or MLX-28D telephone to provide 150 (3 pages for each of 50 buttons) or 300 (3 pages for each of 50 buttons for each of 2 DSSs) of additional extension buttons. You cannot attach a DSS to an analog DLC; however, the MERLIN II System Display Console provides a built-in DSS, and Auto Dial buttons can be programmed on BIS phones for rapid access to extensions.
Adapters Installation and operation of these adapters, as well as planning for them, is handled by AT&T. Telephone Adapters The adapters described below connect adjuncts to telephones. Multi-Function Module The Multi-Function Module (MFM) enables you to connect tip/ring (T/R) or supplemental alert adjuncts to an MLX telephone. The MFM is a circuit board that mounts inside the telephone. Adjuncts plug into a modular jack on the MFM. The MFM is the only T/R adapter used with MLX telephones.
Adapters NOTE: The MFM uses one of the two channels when it is active. A channel carries a voice or data call between the system and the extension. This means you cannot use Voice Announce and Speakerphone Paging when an adjunct (such as a fax machine) and an MLX telephone are in use at the same time. When Voice Announce is in use, a person calling an MFM extension gets a busy signal; a person attempting to call out from an adjunct extension with an MFM does not get a dial tone.
Adjuncts Adjuncts This section describes the adjuncts that you can use with the system. System adjuncts connect directly to the control unit and serve the whole system. Telephone adjuncts attach to telephones and serve particular extensions. System Adjuncts The system adjuncts described in this section connect directly to the control unit and serve the whole system. NOTE: Modems can be connected directly to a 012 or 016 (Release 4.0 or later) module on the control unit or to an extension.
Adjuncts The printer should be a 1200-bpi serial printer set at no parity and one stop bit. For more information, contact your AT&T representative. Also, a Call Accounting Terminal application is available for tracking and printing reports on telephone charges. See “Applications” in Chapter 4. System Programming and Maintenance PC You can use a PC with MS-DOS version 3.3 (or higher) and System Programming and Maintenance (SPM) software to program and maintain the system.
Adjuncts A fax machine originates and receives fax calls independently of any associated telephone. You can dial calls from the fax machine’s dialpad or from an associated single-line telephone. If the system does not have DID trunks, you should program fax extensions to personal lines. When the system has DID service, it can direct incoming calls automatically to individual fax extensions or to machines in calling groups. Most industry-standard fax machines work with the system.
Adjuncts Headsets Headsets allow for hands-free telephone use and consist of several components, depending upon whether manual or one-touch operation is used. Any AT&T headpiece works in either of these two modes of operation. For more information about installing and using headsets, see the user or operator guide for the telephone where the headset will be connected. Headpieces Six different headpieces are available as headset components.
Adjuncts ■ Amplified Speech Handset. Amplifies the voice of the other party; provides 0 dB to 10 dB (nominal) voice gain. ■ Push-to-Talk Handset. Activates the mouthpiece only when you push the button on the handset. Message-Waiting Indicator You can connect the Z34A message-waiting indicator to single-line telephones that do not have Message lights. Additional Telephone Adjuncts You can also connect answering machines and credit card verification terminals to telephones.
Adjuncts You can set up a terminal adapter to handle a variety of data terminal equipment (DTE), including group videoconferencing systems and Group IV (G4) fax machines. The ExpressRoute 1000 terminal adapter has dialing capabilities. It does not allow the use of two B-channels for 112 or 128 kbps data transfer (2B data).
Adjuncts Table 3–5. Adjunct Summary Equipment Type Line/Extension/Adapter Type Alerts (AC): Any audible or visual alert that operates on 20–30 Hz ringing signals; associated with a specific extension (supplemental alert). Can be connected to: 008 OPT, 016 (Release 4.0 and later), or 012 T/R extension jack MFM and MLX extension jack GPA and analog extension jack Can be connected to: LS trunk jack Requires UPAM to provide 48 VDC.
Adjuncts Table 3–5, Continued Equipment Type Line/Extension/Adapter Type Fax: Must have touch-tone dialing if connected by MFM; rotary or touch-tone dialing can be used on T/R port. Industry-standard analog interface. Can be connected to: 008 OPT, 016 (Release 4.0 and later), or 012 T/R extension jack MFM and MLX extension jack With MFM, device originates and receives calls independently of phone. Cannot be connected to a QCC.
Power-Related Hardware Power-Related Hardware Your AT&T representative can plan for added power-related hardware to provide your system with additional power and protection from power surges, although most systems do not need extra surge protection. Other accessories apply to system-specific conditions. Power Accessories In a power failure, battery backup units can keep the system running for several hours.
Power-Related Hardware Battery Backup Power An Uninterruptible Power Supply (UPS) unit can provide battery backup for power to the system. Basic UPS provides power for 15 minutes; however, you can add reserve UPS units to basic UPS. Each reserve unit extends backup power for an additional hour.
Power-Related Hardware Off-Premises Range Extender An Off-Premises Range Extender (OPRE) is used for off-premises extensions up to 5.2 miles from the control unit. 146A and 147A Surge Protectors If you live in an area prone to heavy lightning and/or power surges, the control unit may require surge protectors. The control unit’s power supply has built-in protection, so extra protectors are not usually necessary.
Power-Related Hardware Power Failure DID Busy-Out Your AT&T technician may program the PFT jack on a ground-start or module to automatically short the busy-out wire pair associated with a group of DID trunks when a power failure occurs. This signals the local telephone company that the DID trunks are out of service.
Features and Applications 4 Contents Features ■ ■ 4–1 Feature Finders Basic Calling and Answering Covering Calls and Having Calls Covered Calling Privileges and Restrictions Customizing Phones Messaging Timekeeping System Manager’s Functions and Features Special Operator and Supervisor Features Feature Descriptions Covering Calls Sharing Lines Forward and Follow Me Pickup Coverage Direct Voice Mail Summary Calling Restrictions Outward and Toll Restrictions Allowed/Disallowed Lists Night Service with Ou
Contents Features continued Group Features Calling Groups Other Groups Data Communications Remote Access Account Codes Automatic Route Selection (ARS) System Management Features Applications ■ ■ Summary of Applications Voice Messaging Systems 4–ii Features and Applications 4–45 4–45 4–46 4–46 4–47 4–48 4–48 4–49 4–50 4–51 4–54
Features and Applications 4 This chapter offers descriptions of system features and applications that are available to help enhance your system. System features make it possible to customize the system to overall business needs, to the requirements of groups within your organization, and to the day-to-day job functions of individuals. Applications provide special functions for specific business needs and work hand in hand with system features.
Features ■ Operator Features. Used by system operators exclusively or primarily for rapid call handling and for monitoring extensions. Operator features are planned by the system manager. ■ General Systemwide Features. Features and settings that apply to all or most users, for example, One-Touch Hold. These features are set at installation but may need to be changed by you later on. ■ Group Features. Some user features are planned and/or programmed by the system manager for groups of users.
Features NOTE: Any feature that can be programmed using extension programming can also be programmed by centralized telephone programming. However, some features can only be programmed using centralized telephone programming; these are the features with the CNT label.
Features Basic Calling and Answering This Feature Finder (Table 4–1) covers features that users and Direct-Line Console (DLC) operators may need for basic calling and answering. Operatoronly features are listed in the Operator Feature Finder. Note, however, that many of the features here are used by operators, especially DLC operators, as well as regular telephone users.
Basic Calling and Answering Type PROG Considerations Feature Name Answering calls See the phone number of an outside caller before answering. General SYS Answer a call ringing at an extension other than your own. Answer a call ringing on a line that is not on your phone. Answer calls for another person or for a group. See “Covering Calls and Having Calls Covered.
Type PROG Considerations Feature Name Answering calls (continued) Answer with no hands, using a Hand-Free Unit. User EXT For analog multiline phones without speakers MLX or analog multiline Answer calls using a headset. User EXT Answer calls using a modem or fax machine (only necessary on analog multiline phones). User EXT Analog multiline, not for QCC Conference inside and outside parties where the General inside parties do not share a line. SYS Prevent others from joining your calls.
Type PROG Considerations Feature Name Dialing and calling (continued) For billing to a project or client, use an account code before or during a call. Enter a 3-digit code to call a number that people in your company call often. Enter a 2-digit code to dial a party you call often. Dial by selecting a name from the display for a number that you call often Dial by selecting a name from the display for a number that people in your company call often.
Type PROG Considerations Feature Name Dialing and calling (continued) Call a co-worker’s voice mailbox, if available, after a busy signal or without calling extension. Make a call from someone else’s extension using your own calling privileges. Make a call using a special long-distance service. User EXT Direct Voice Mail User EXT Authorization Codes User SYS Primary Rate Interface (PRI) T1 Switched 56 Service Automatic Route Selection Page over your company’s loudspeaker system.
Type PROG Considerations Feature Name Putting a call on hold (continued) Put a call on hold so that anyone can pick it up after you page them. General User EXT Different on QCC. In Release 4.0 and later, system manager can disable Park on singleline phones. Hold Park Transfer a call to an inside or outside number. General SYS Transfer Transfer a call with one touch. General SYS Different on QCC. In Release 4.0 and later, system manager can disable Transfer on single-line phones.
Features Covering Calls and Having Calls Covered The Feature Finder in Table 4–2 covers features that users and Direct-Line Console (DLC) operators may need when they are covering calls for others or have their calls handled by others. When there is no voice mail system, operators cover calls more than anyone else, and many of these features apply to them. Operator-only features are described in a later section.
Covering Calls and Having Calls Covered Type PROG Considerations Feature Name Covering others’ calls In a calling group, cover calls for another group. Group SYS Not for QCC In a calling group, answer calls ringing for others in your group. As an individual, cover calls for a group. Cover all of a co-worker’s calls. Cover a co-worker’s calls when they do not answer.
Type PROG Considerations Feature Name Controlling coverage by others Have your calls covered only occasionally. User EXT Have your calls covered by a voice mail system. General Have all your calls covered by a co-worker. Have your calls ring immediately at your User extension or only after a delay. SYS SYS EXT CNT Have a co-worker cover your calls only when you don’t answer them right away.
Features Calling Privileges and Restrictions Calling privileges and restrictions are planned and programmed centrally for the extensions in your company, as well as for remote access users. When you add a new extension or make other changes in your system, you may need to add or change calling restrictions. You should also consider security issues when you decide whether to allow the system to forward calls to an outside number or when you plan for voice mail systems.
Table 4–3. Feature Finder: Calling Privileges and Restrictions Type PROG Considerations Feature Name Preventing people from making calls Prevent calls from coming to your extension Prevent an extension from making outside calls. Prevent an extension from making toll calls. User Sys Mgr Sys Mgr EXT SYS SYS Not for operators Prevent other callers who share the same line from joining your calls. Prevent an extension from reaching certain numbers or area codes. Control calls made during off-hours.
Features Customizing Phones The Feature Finder in Table 4–4 describes features that people in your company can use to make their telephones work better for them. A person with an MLX telephone can choose from eight types of rings to distinguish their own phone’s ringing from those around them. Other ringing options determine whether lines ring immediately when a call comes in, after a delay, or not at all.
Customizing phones Type PROG Considerations Give your phone its own distinctive ring. User Change the way your phone rings when you are User already on a call. Delay or remove the ring from an outside, SA, or User ICOM button. EXT EXT Change the language used (English, French, or Spanish) systemwide; this also changes the clock, which is 12-hour for English and 24-hour for French or Spanish.
Features Messaging The system includes a number of messaging features (see Table 4–5) that allow people at your company to let others know when they’ve called and even leave special messages for co-workers at display telephones. To leave a message for people who have display telephones, use Leave Message or Posted Messages. Leave Message simply displays a message saying that your extension has called; it can be used with or without actually ringing the extension.
Messaging Type PROG Considerations Feature Name Leaving messages Call and let a co-worker with a display phone know that you have called. Let a co-worker with a display phone know that you wish to speak with him or her, without calling. User EXT Not for QCC Leave Message User EXT Leave Message Signal/Notify Direct Voice Mail Let a co-worker with a multiline phone know that you wish to speak with him or her, without calling. Leave a voice mail message for someone or allow a caller to do so.
Messaging Type PROG Considerations Feature Name Setting up messaging General SYS Labeling General SYS Labeling General Group SYS SYS Group Calling Group Calling Group SYS Group Calling General SYS Labeling Group SYS Group Calling Features Change the posted messages that users can choose from. Change the extension information that appears on display telephones that have messages. Set up a voice messaging system to take calls.
Features Timekeeping People at your company can set alarms or reminder calls to let them know when it is time for some event (see Table 4–6). They also can use a timer to keep track of phone conversations or other activities. Table 4–6. Feature Finder: Timekeeping Timekeeping Type PROG Considerations Feature Set your own phone to ring at a certain time as a reminder. User EXT Set the alarm clock on your telephone. User EXT Display phones only Alarm Clock and Timer Set the time at your telephone.
System Manager’s Functions and Features Type PROG Considerations Feature Name Group activities Set up a group that shares an extension number for receiving calls. Set up a group that shares and extension number to cover calls for others. Set up a group of extension whose calls will all be covered by the same person or persons. Set up a group to pick up each others’ calls. Set up a group that shares an extension number for receiving speakerphone calls. Set up a group of fax machines to take calls.
Type PROG Considerations Feature Name Extension Copy Line Copy Personal Lines Lines, line buttons, fixed-feature buttons (continued) User CNT User SYS See System Programming. Hybrid/PBX only User General EXT SYS SYS System manager only for Ringing Options single-line or MFM Coverage Behind Switch mode only Recall/Timed Flash Back up and restore system programming. Sys Mgr SYS See System Programming. Control what a caller hears while waiting (for example, during transfer or while on hold).
Type PROG Considerations Feature Name Maintenance (continued) Fix problems with the switchhook, Recall, or Flash button. General SYS Recall/Timed Flash General SYS System Renumbering User General Group Operator SYS System Renumbering Allow a QCC operator to join callers and Operator extension more rapidly. Set up the QCC Call 5 button for use as a voice- Operator announce call button.
Type PROG Considerations Feature Name Operators (continued) Find out about the Alarm button on operator consoles or set up a special light or bell to signal a system problem. Operator SYS Alarm Sys Mgr SYS Station Message Detail Recording (SMDR) Sys Mgr SYS Station Message Detail Recording (SMDR) User SYS Remote Access Sys Mgr Sys Mgr SYS SYS Remote Access Remote Access User SYS See guide for VMS. Night Service User SYS See guide for VMS.
Features Special Operator and Supervisor Features The Feature Finder in Table 4–8 lists features that are only available to operators. Many of the features listed in other categories are also used by operators, but are not exclusively designed for them. In the PROG column, the notation AUTO means that Queued Call Console (QCC) operator telephones are automatically programmed with a button for the feature.
Special Operator and Supervisor Features Set others’ phones to ring at a certain time as a reminder. Turn an extension’s Message light on or off to indicate that you have a message for the party. Prevent calls from coming to your extension when your phone is too busy to take any more calls or you must be away from your phone. Put a call on hold automatically. Put a call on hold at one of several reserved extensions, so that anyone can pick it up after you page them.
Type Find out about the Alarm button that signals a system problem. Activate/deactivate Night Service for a Night Service group outside normal business hours. Set up the way calls are distributed to calling group members. Monitor others’ calls. Operator Set up a device to answer calls when a group is unavailable to take them. Log a calling group member in or out. Operator Group Operator Log a delay announcement device for a group in or out.
Features Feature Descriptions This section provides more detail about certain groups of related features, so that you can gain additional insight when it is necessary to match features with changing business needs. Here, the focus is on the differences among your choices, and not all system features are described. In addition, features that affect security receive special attention.
Features Sharing Lines The simplest way to cover someone else’s calls is to share a line with him or her. This method is most appropriate in Hybrid/PBX and Behind Switch systems. Listed below are the types of lines that can be shared: ■ Prime Lines (Behind Switch Only). In this type of arrangement, a person who is covering for someone else has a line button that corresponds to the covered person’s prime line.
Features Forward and Follow Me Forward, Follow Me, and Remote Call Forward allow a user to temporarily send calls to another inside extension or to an outside number (Remote Call Forward, for example, to someone’s “home office”). If the user turns the feature on or off at his or her own phone, it’s called Forward; if the person turns it on or off from the destination extension, it’s called Follow Me. In Release 4.
Features Coverage One of the system’s unique capabilities is the variety of automatic coverage possibilities. The features we describe as coverage allow a call ringing at one extension (a sender) to also ring at another extension (a receiver).
Features Table 4–9. Selective Coverage Features Selective Coverage Feature Description Coverage Off Coverage Inside Coverage VMS Turns off only Individual Coverage; if sender is in a coverage group, group coverage remains in effect. Prevents/allows coverage of inside calls. For example, with Coverage Inside off, only outside calls are covered. Prevents or allows voice mail coverage of outside calls. With Coverage VMS off, only inside calls are covered by voice mail.
Features There are several different configurations that can be set up, depending on the number of users who require this kind of coverage and their needs. For example, if calls must go to an operator and not directly to voice mail, you can use one of the following configurations: ■ If fewer than eight users need this kind of coverage, use delayed Primary Coverage or Secondary Coverage to the operator, who can then send the call to voice mail using the Direct Voice Mail feature.
Features Table 4–10. Features for Covering Calls Feature Covered by Description Example Follow Me Any individual A person forwards his/her calls, turning the feature on at the destination phone. A supervisor is helping someone at another desk and remembers that he or she wants to receive calls there. Forward Any individual A person forwards his or her calls to an inside extension, turning the feature on at his or her own phone. (This feature can be activated through remote access as well.
Features Table 4–10, Continued Feature Covered by Description Example Pickup A pickup group Allows someone to answer calls or ringing at another extension or any individual on a line not assigned to his or her telephone. If Group Pickup is used, the individual does not need to know the extension number where the call is ringing. If general Pickup is used for a line or extension, the user must know the line or extension number. A button can be programmed to pick up calls at a specific extension.
Features ■ Night Service Exclusion List and/or Emergency List. Allow some calls when Night Service with the Outward Restriction option is used. ■ Pool Dial-Out Code Restriction (Hybrid/PBX Only). Restrict specific pools. This can be used to reserve certain pools for specific purposes, for example, for data communications. ■ Facility Restriction Levels (Hybrid/PBX Only).
Features When you change your system, be aware of the following special considerations that apply to toll calling: ■ The Remote Access feature allows employees to dial into the system by dialing the number of a trunk designated for remote access. After a remote access caller reaches the system, you should make sure that he or she must dial a password (called a barrier code).
Features Outward and Toll Restrictions Apply to: Lines/trunks, especially those used for remote access or for outcalling by a voice messaging system (see “Voice Messaging Systems,” later in this chapter), excluding tie and emulated tie trunks programmed as Tie-PBX for Hybrid/PBX mode extensions. Use with: Allowed Lists to permit restricted users to make some calls. (Tagged System Speed Dial codes or their corresponding tagged Directory listings can also be used to make certain calls.
Features Beginning with Release 3.1, star codes can be included in Allowed and Disallowed Lists (in Releases 3.0 and earlier, the system treats star codes no differently from other dialed digits, and you cannot include a star code in an Allowed/Disallowed List; this can affect calling restrictions and ARS routing). Furthermore, they are ignored by the Automatic Route Selection feature when routing calls. Star codes, typically dialed before an outgoing call, provide special services from the CO.
Features Pool Dial-Out Code Restriction Apply to: Extensions and remote access barrier codes, in Hybrid/PBX mode only Use with: Any other restrictions This restriction prevents an extension from dialing specific pool dial-out codes. This restricts outgoing calls from specific pools and can be used to reserve pools for specific purposes, for example, data communications. Beginning with Release 3.
Features ■ Routes. The default FRL is 2 for default local routes, so system managers can easily change an extension default of 3 to 2 or lower in order to restrict calling. No adjustment to the route FRL is required. ■ Voice Messaging Ports. The default FRL is 0, restricting all outcalling. ■ Barrier Codes. The default FRL is 0, restricting all but inside calls. Table 4–11.
Features Authorization Codes Authorization codes are passwords that allow users to apply the calling restrictions of their own extensions when they want to make a call using a more restricted extension. Using system programming, you can assign one authorization code of 2 to 11 characters for each extension. While each authorization code must be unique, more than one user can use an authorization code simultaneously, for example, to set up a conference call.
Features Security Most security issues were covered in the section above, “Calling Restrictions,” which describes the various ways you can help guard against toll fraud. There are four additional features you can use to enhance security and make phone use easier for people in your company: ■ Barrier Codes. Barrier codes are unique passwords assigned to remote access users, and are designed to prevent unauthorized individuals from using the system.
Features Toll fraud is a growing criminal industry, and there are individuals who have made a science of defrauding businesses of millions of dollars.
Features ■ Speed dial codes are helpful to people who have nondisplay telephones, single-line telephones, and telephones with few line buttons. They are also useful for entering account codes at MLX display telephones, where the user can choose the Account Code feature from the display, or at telephones with a programmed button for the Account Code feature.
Features Calling groups can be used to designate extensions used by voice messaging systems or fax machines, so that these devices can receive calls directed to a single extension number. Other Groups Other groups are assigned to enhance the use of specific system features: ■ Pickup groups can be assigned when people need to answer one another’s calls (see “Pickup,” earlier in this chapter).
Features Depending upon the equipment you are using, there are many interactions between data stations and system features. Not all features are available at all data stations. These features should be disabled at most data stations: ■ Voice Announce to Busy ■ Call Waiting ■ Automatic Callback Automatic Callback can be used at data stations that include a desktop videoconferencing and data-sharing system (see Chapter 5, “Optimizing the System,” for more information about this system).
Features Take these additional measures to enhance system security: ■ Change remote access barrier codes frequently. This helps prevent toll fraud when someone has revealed their barrier codes to others. ■ Delete unused barrier codes immediately. ■ Always use the longest possible barrier codes. System Programming includes instructions for adding, deleting, and changing barrier codes.
Features ARS is complex to program but well worth the effort. If your system was installed with ARS, consult the following system planning form(s) for information about how calls are routed for this feature: Form 3e, Automatic Route Selection worksheet; Form 3f, Automatic Route Selection Tables; and Form 3g, Automatic Route Selection Default and Special Numbers Tables. When you add a line/trunk to your system, this routing may need changes.
Applications Applications The system allows you to take advantage of various types of call handling and system management add-on software and/or hardware products (applications), including voice mail and messaging; call accounting and reporting; and call management, call distribution, and reporting. In addition, Centrex services are supported by (not supplied by) the system; Centrex is supplied by the local telephone company.
Applications This section summarizes applications in general, then presents some specifics regarding voice messaging applications. Summary of Applications Table 4–12 provides a summary of the applications, including a brief description of each, and the modes of operation in which you can use the application. Most of these applications can be customized to suit your specific needs.
Applications Table 4–12, Continued Application Key H/PBX 4 4 4 4 MERLIN Identifier 4 4 Stand-Alone Call Answering and Voice Mail Packages MERLIN MAIL Voice Messaging System (VMS) 4 4 AT&T Attendant 4 4 Integrated Packages IS II AUDIX Voice Power Integrated Voice Power Automated Attendant CAS IS II SPM IS II 4 4 4 4 Call Accounting Terminal (CAT) Call Management System (CMS) BS 4 Description Dedicated terminal and printer for tracking and sorting telephone charges and printing reports
Applications Table 4–12, Continued Application IS III AUDIX Voice Power with FAX Attendant System Integrated Administration IS CAS SPM IS III Key H/PBX BS Description UNIX System-based voice processing and call analysis software applications. Provides a single interface to the applications. Integrated Administration allows programming of AVP/Fax Attendant and system features without programming each system separately. IS CAS provides the features of CAS Plus V3 above. SPM is described above.
Applications Voice Messaging Systems A voice messaging system (VMS) provides call-answering services and may provide voice mail services. When choosing or planning a VMS, keep the following considerations in mind: ■ Each of the following VMS applications connects to a special tip/ring (T/R) jack, called a voice messaging interface (VMI). If you plan to add voice messaging to your system, ask your AT&T representative to help you plan for VMI ports for your system.
Applications Table 4–13. Voice Messaging Systems Service or Application Description Automated Attendant Answers calls with recorded greeting and menu of choices; transfers calls as prompted by callers.* Call Answer For a busy or unanswered extension, caller is connected to called party’s mailbox. Enhances an automated attendant. Voice Mail Outside callers can leave messages. System users can send messages to other users, forward messages with comments, and return a call.
Applications Table 4–13, Continued Service or Application Description Alternate Personal Greetings Allows a user to record a second greeting in addition to the primary call-answer greeting. Class of service Allows you to assign one of 16 predefined parameters to a user, so that you can define, for example, mailbox size, type of coverage, and activation of outcalling.
Applications ! SECURITY ALERT: Your Voice Messaging System permits callers to leave verbal messages for system users or gain access to the backup position in an emergency as well as create and distribute voice messages among system users. The Voice Messaging System, through proper programming, can help you reduce the risk of unauthorized persons gaining access to the network.
Applications Assign toll restriction levels to all voice messaging ports. In Release 3.1 and later systems, voice messaging ports are automatically outward-restricted, assigned an FRL of 0 (Hybrid/PBX mode only), and assigned a Disallowed List that restricts calls to many numbers often dialed by toll-fraud abusers. If you do not need to use the outcalling feature, completely restrict the outward calling capability of the voice messaging ports (this is the default in Release 3.1 and later systems).
Putting the System to Work 5 Contents Scenario 1: A Small Office ■ ■ Staff Needs System Description Scenario 2: A Professional Office ■ ■ Staff Needs Executive Staff Secretarial Staff Administrative/Support Staff Other Needs System Description Equipment Call Coverage Calling Restrictions Scenario 3: A Dual-Location Company ■ ■ ■ ■ General Needs Connectivity Cost-Effective Calling Toll Fraud and Calling Restrictions Work Group Needs Individual Needs System Description General Work Groups Individuals
Contents Optimizing Your System ■ ■ ■ ■ ■ Desktop Videoconferencing Group Videoconferencing CONVERSANT PassageWay Direct Connect Solution Caller ID 5–ii Putting the System to Work 5–30 5–31 5–31 5–32 5–32 5–33
Putting the System to Work 5 This chapter provides a variety of sample business scenarios to help you understand both your existing system and other configurations you may want to consider in the future. The following examples are discussed: ■ Scenario 1: A Small Office (Key Mode). A private medical practice. ■ Scenario 2: A Large Professional Office (Hybrid/PBX Mode). A law firm with some special needs and concerns, including covering calls and restricting outgoing calls.
Scenario 1: A Small Office Scenario 1: A Small Office This scenario describes a private medical practice. The staff includes one physician, a nurse, an office manager, a billing clerk, the operator/receptionist, and an appointments/payments clerk. All incoming calls come through the operator/receptionist, who transfers them to the appropriate person. A special concern is restricting outgoing calls for phones in common areas, for example, the waiting room and physical therapy room.
Scenario 1: A Small Office Table 5–1, Continued Staff Member/Extension Needs Office Manager (System Manager) Ability to generate reports on system use As system manager, needs programming privileges and a programming console PC with modem Fax machine Billing Clerk Quick dialing of insurance company numbers Operator/Receptionist Console with four incoming lines; if one line is busy, calls automatically go to the next line.
Scenario 1: A Small Office FUTURE EXPANSION – EMERGENCY ROOM EXAM ROOM #2 EXAM ROOM #3 SUPPLIES DOCTOR’S SUITE DOCTOR’S OFFICE STAFF LOUNGE LAB APPTS. & PAYMENT CLERK RECEPT. WAITING ROOM Figure 5–1.
Scenario 1: A Small Office System Description The system is set up for Key mode operation and uses the following equipment and features to answer the needs of the staff: ■ Incoming Lines. Four lines associated with the office’s Listed Directory Number, plus a personal line for the physician and a dedicated line for the office manager’s fax machine. ■ Equipment.
Scenario 1: A Small Office — For physician: Coverage after 3 rings by appointments/payments clerk; this feature is intended to handle personal line calls. (On all other lines, the operator speaks to the caller and then transfers the call to the doctor only at certain times of the day; otherwise, the operator takes messages.) — For operator/receptionist when no other staff can be at the operator console: Immediate coverage by the office manager, with Coverage On/Off button at the console.
Scenario 2: A Professional Office Scenario 2: A Professional Office This scenario describes a law firm. The communications needs of the company fall into these categories: ■ Executive Staff. Five partners and four associate partners. ■ Secretarial Staff. Five executive secretaries, a general secretary, two associates’ secretaries, and an operator/receptionist. ■ Administrative/Support Staff. Eight paralegals, an office manager, a word processing pool, and a bookkeeping department.
Scenario 2: A Professional Office Library Word Processing Pool Main Entrance Figure 5–2. Law Firm Floor Plan 5–8 Putting the System to Work en pm Operator/ Receptionist Reception Area Junior Partner ui Paralegals (8) Equipment Senior Partner Eq Pa Se rtn ct er's 'y G Se en ct 'l ’y Main Conference Room A Se ss ct o. 'y Pa Se rtn ct er's 'y Pa Se rtn ct er's 'y A Se ss ct o.
Scenario 2: A Professional Office Staff Needs This section describes the needs of the office staff, including the executive staff, secretarial staff, and the administrative/support staff, as well as other miscellaneous needs. Executive Staff Table 5–2 describes the needs of the executive staff. Table 5–2. Executive Staff Needs Staff Member Needs Partners Partners’ calls do not ring at their phones. Partners never answer their own phone calls; executive secretaries answer all their calls.
Scenario 2: A Professional Office Secretarial Staff Table 5–3 describes the needs of the secretarial staff. Table 5–3. Secretarial Staff Needs Staff Member Needs Partners’ Executive Secretaries Answer all of their bosses’ calls. Calls come directly and through the operator. If an executive secretary is not available, one of the other executive secretaries answers that partner’s call.
Scenario 2: A Professional Office Administrative/Support Staff Table 5–4 describes the needs of the administrative/support staff. Table 5–4. Administrative/Support Staff Needs Staff Member Needs Paralegals If a paralegal is not available, another in the group picks up the call. If none are available, calls must be recorded in the paralegal’s voice mailbox with password access to messages. Each has a PC; they access data modules connected to the LAN server.
Scenario 2: A Professional Office Other Needs Table 5–5 describes some of the miscellaneous needs of the office. Table 5–5. Other Needs Extension Needs All staff members After hours, staff members must be able to hear phones ring and be able to answer. They need to be able to transfer after-hours calls to voice mail.
Scenario 2: A Professional Office ■ Equipment.
Scenario 2: A Professional Office ■ Other System Features and Applications. Direct Voice Mail feature, password-protected voice and fax mail services (AUDIX Voice Power and Fax Attendant, Integrated Solutions); Integrated Administration; Remote Access (with barrier codes) for partners to access the system from offsite; PassageWay Direct Connect Solution for MLX-10DP and MLX-16DP users. The Remote Call Forward feature for associates to forward calls to their cellular phones.
Scenario 2: A Professional Office ■ Station Message Detail Recording (SMDR) and call accounting printers; paralegals also print out on-line researched information at their printer. Figure 5−3 illustrates the equipment.
Scenario 2: A Professional Office Call Coverage Table 5–6 describes the staff members’ call coverage needs and the system features used to handle those needs. Table 5–6. Law Firm Call Coverage Staff Member Needs System Feature/Application Partners Never answer phone calls; all calls answered by their executive secretaries. System Access (SA) button(s) programmed for Send Ring If no executive secretary is available, calls can go to voice mail, if desired.
Scenario 2: A Professional Office Table 5–6, Continued Staff Member Needs Feature/Application Paralegals If a paralegal is not available, another paralegal takes the call. Delayed Call Forwarding (Release 4.0 and later systems only) and Direct Voice Mail. Calls ring twice at a paralegal’s phone. If the person does not answer, the call rings at an assigned coworker’s extension. The person receiving the call can transfer it to voice mail if necessary.
Scenario 2: A Professional Office Table 5–6, Continued Staff Member Needs Feature/Application Bookkeeping Department Members If a bookkeeper is not available, another picks up call. Pickup (Group). Supervisor has Personalized Ringing pattern. If none are available, messages are recorded. Coverage to voice messaging system application (Call Answer Service) Word Processing Pool Operator/ Receptionist If a pool member is not available, another Group Pickup picks up the call.
Scenario 2: A Professional Office Library Operator/ Receptionist Reception Area Junior Partner en pm ui Paralegals (8) Equipment Senior Partner Eq Pa Se rtn ct er's 'y G Se en ct 'l ’y Main Conference Room A Se ss ct o. 'y Pa Se rtn ct er's 'y Pa Se rtn ct er's 'y A Se ss ct o.
Scenario 2: A Professional Office Calling Restrictions The following system features and applications handle calling restrictions requirements (see Table 5–7): ■ Automatic Route Selection (ARS) with appropriate Facility Restriction Levels (FRLs) for each extension, and time-of-day routing (day or night) using ARS subpatterns ■ Disallowed List for 900 numbers for all staff and phones ■ Authorization codes for partners only ■ Pool dial-out code restrictions to reserve certain lines for paralegal modem
Scenario 3: A Dual-Location Company ! SECURITY ALERT: The MERLIN LEGEND Communications System ships with ARS activated with all extensions set to Facility Restriction Level 3, allowing all international calling.
Scenario 3: A Dual-Location Company Headquarters (East Coast) President Chief Financial Officer VP Sales/ VP Product Chief Operating Marketing Design Officer Equipment Main Entrance Operator/ Receptionist Division Sales Administration Manager and Support (5) Division Mgr.
Scenario 3: A Dual-Location Company General Needs The company has several broad areas of concern: ■ Connectivity ■ Cost-effective calling ■ Toll fraud and calling restrictions In addition, the company would like to provide these features to all or most telephone users: ■ Easy dialing of frequently called numbers ■ Covering of calls ■ Answering of calls after hours Connectivity The two sites need to communicate easily by voice and also must transmit data rapidly back and forth.
Scenario 3: A Dual-Location Company To simplify cost accounting and make outcalling more cost-effective, field representatives access the west coast system remotely, then use the system to dial out to customers or make tie-trunk calls to headquarters. Toll Fraud and Calling Restrictions The company must keep tight control of telecommunications costs and prevent toll fraud by hackers attempting to access their system remotely and then dial out from it.
Scenario 3: A Dual-Location Company Table 5–8, Continued President and vicepresidents, West Coast Division Manager, Plant Manager, Personnel Manager Ability to meet frequently, face to face, without incurring travel costs Executive Secretaries Ability to receive bosses’ calls directly, without those calls going through an operator/receptionist.
Scenario 3: A Dual-Location Company Individual Needs Table 5−9 describes the individual needs of certain staff members. Table 5–9. Individual Needs Staff Member(s) Needs Executive Managers Ability to make unrestricted calls from any extension Screening and coverage of all calls, by secretary during normal hours and by voice mail after hours. Ability to work or confer without being disturbed, even by secretary.
Scenario 3: A Dual-Location Company General The company uses the following general equipment to and applications to provide basic functionality for the business: ■ Lines/Trunks. Both systems use Digital Signal 1 (DS1) T1 service facilities, connected to the system by 100D modules (two at each location). Each facility consists of 24 channels. A B-channel functions as a line/trunk and is programmed for voice (analog service) or data (digital service).
Scenario 3: A Dual-Location Company Other system equipment includes Uninterruptible Power Supplies (UPSs) to supply backup power in the event of a commercial power failure. People in both locations use these features: ■ Covering Calls. Calls are covered using SSA buttons, call coverage features (Cover buttons), Call Forwarding, and Group Pickup. ■ Security. Authorization Codes allow executives to call from any extension using their own privileges.
Scenario 3: A Dual-Location Company ■ Agent Groups. The CONVERSANT application is used for automated ordering, allowing customers to order using their touch-tone phones; if callers choose, they can talk to an agent by pressing 0. The system has two Call Management Systems (CMSs) to answer customer order calls or customer service calls and distribute them to agents. A Delay Announcement device is attached for both groups, and callers hear Music On Hold while they wait.
Optimizing Your System Individuals The following equipment, features, and applications meet the needs of individuals at the company: ■ Executives. Executives use the Do Not Disturb feature to prevent calls from ringing for meetings and conferences. They also use the Authorization Code feature for calling from any extension using their own calling privileges. Executives use MLX-16DP telephones. (See below for a description of how executive calls are covered.) ■ Executive Secretaries.
Optimizing Your System For more information about any of these products and features, see the Feature Reference or contact your AT&T representative. Desktop Videoconferencing A desktop videoconferencing application is designed for individual video calls, data transfer, and screen-sharing between two compatible personal computers that are running compatible software. The desktop videoconferencing system can use either one MLX B-channel or two, although one is not adequate for video display.
Optimizing Your System CONVERSANT This voice-response system enables you to run Integrated Voice Response (IVR) applications. It consists of hardware and software that supports, for example, automated interactive order-taking. Because it can interface with a computer, it can facilitate quick and easy transaction processing, data retrieval, and data entry using a touch-tone telephone.
Optimizing Your System ■ AT&TBuzz. An application that enables you to manage incoming calls on loop-start telephone lines connected to 800 LS-ID modules and view the Caller ID calling party number (when available) so you can quickly access customer records on your PC. Caller ID Caller ID enables you to screen incoming calls so that you can identify the calling party’s number before you answer the call.
Optimizing Your System 5–34 Putting the System to Work
Managing the System 6 Contents Using the Task Descriptions 6–1 Using the Programming Procedures 6–3 Using Detailed Procedures Using Summary Programming Procedures 6–3 6–4 Introduction to System Programming 6–5 ■ ■ ■ ■ ■ Types of Programming Programming Screens Information Screens Menu Selection Screens Data Entry Screens System Programming Menu Saving Entries and Moving Among Screens Idle States Forced Idle Reminder Tones 6–5 6–5 6–6 6–6 6–7 6–7 6–9 6–10 6–12 Programming from the Console 6–1
Contents Programming from a PC with SPM ■ ■ Types of PC Connections Access to System Programming With a Direct Local Connection With a Local or Remote Modem Connection Modem Connections Centralized Telephone Programming ■ ■ ■ ■ Starting Centralized Telephone Programming Guidelines for Programming Extensions Copying Feature and SA/ICOM Buttons Copying Line/Trunk Button Assignments Using Reports ■ ■ Printing SMDR Reports Printing System Programming Reports 6–18 6–18 6–19 6–19 6–20 6–20 6–22 6–23 6–24 6–
Contents Changing Extension Directory Labels 6–70 Changing Trunk Labels 6–72 Changing Posted Message Labels 6–73 Changing Calling Group Labels 6–74 Changing System Directory Labels 6–75 Managing the System 6–iii
Managing the System 6 This chapter will help you complete the most common system management tasks. It includes some background on the types of programming and how to access them, and then provides task descriptions and procedures. ! CAUTION: Do not attempt to change either the system numbering plan or the system operating mode. Changing either of these could cause serious disruption of the system and would require significant time and effort to remedy.
Using the Task Descriptions ■ Programming instructions that contain summary programming procedures for programming from the console and from a PC with SPM The task descriptions fall loosely into the following categories: ■ System tasks (setting system date and time; backing up the system) ■ Extensions (adding, moving, or removing an extension; changing calling restrictions) ■ Lines (adding and removing) ■ Operator consoles (adding a DLC or QCC operator position and adding operator features) ■ Au
Using the Programming Procedures Using the Programming Procedures This section provides an overview of how to read the procedures and summary procedures in this chapter. For more detailed information, see Chapter 1, “Programming Basics,” in System Programming. All programming procedures begin from the System Programming menu.
Using the Programming Procedures ■ Additional Information. This column may contain a note, a value entered in a previous step, branching instructions, general information, or specific instructions. Variable screen information appears as xs or ns in the screen and is defined in this column (see sample Steps 4 and 5). ■ PC. Lists the function key that corresponds to the highlighted console option shown in the first column.
Introduction to System Programming Introduction to System Programming The system offers menu-driven software for performing the tasks described in this chapter. This section provides an overview of the types of programming, the programming screens, and the appropriate idle state that the system must be in to perform certain tasks. Types of Programming The following are the three types of programming available for the system: ■ System Programming.
Introduction to System Programming ■ Data Entry Screens. To enter values or to identify a specific extension or line/trunk you want to program. This section describes each screen type and the System Programming menu; it also provides information about saving entries and moving among screens. Information Screens Information screens display what is currently programmed on your system. You cannot make changes on an information screen. Figure 6–1 shows a sample information screen.
Introduction to System Programming Data Entry Screens A data entry screen prompts you to enter specific data or to make specific choices. If data is currently programmed for the feature, it appears on the screen. Many screens also show data entered on a previous screen, such as an extension or trunk number. Data entry screens may also contain menu selections. Instead of entering data from the dialpad, you select options on the screen, such as Yes or No, to enable or disable a feature.
Introduction to System Programming System Programming: > Make a Selection System Extensions SysRenumber Options Operator Tables LinesTrunks AuxEquip Exit NightSrvce System Programming: Make a Selection Labeling Language Data Print Cntr-Prg Exit Figure 6–4. System Programming Menu Screens Table 6–2. System Programming Menu Options Option Description System Set system operating conditions. SysRenumber Select the system numbering plan and/or reassign extension numbers with 1- to 4-digit numbers.
Introduction to System Programming Saving Entries and Moving Among Screens At the bottom of each screen, one or more screen keys with functions allow you to change or save your entry or return to a previous screen. Various combinations of these keys appear on each programming screen. Figure 6–5 shows the QCC Priority screen with a typical display of screen keys. QCC Priority x: Enter line/trunk number The QCC Queue Priority Level you entered appears in place of x.
Introduction to System Programming Table 6–3, Continued Display/Key Function Exit / 5 Return to the previous screen. Select Exit (5 on the PC) when you complete a procedure, to move up one screen in the menu hierarchy. (Appendix B in System Programming provides a reference to the entire system programming menu hierarchy.) Exit a screen without changes. In most cases, you select Exit (5 on the PC) to exit from a screen without making any changes. Exceptions are noted as part of a procedure.
Introduction to System Programming Table 6–4 explains the various idle states, including a description of each state and the procedures that can be performed only during that idle state. IMPORTANT: 1. This table includes all the procedures that fall into each idle-state category. Some of these procedures should only be performed by an AT&T technician as noted. 2.
Programming from the Console Table 6–4, Continued Idle State Description Line or Trunk Idle The line or trunk is idle only at Identify loudspeaker paging extension jack. the instant of programming. Assign trunks to pools. Specify incoming or outgoing DID or tie trunk type (AT&T only). Specify tie trunk direction (AT&T only). Specify tie trunk E&M signal (AT&T only). Only the 100D module is Specify board type (AT&T only). idle. Specify frame format (AT&T only). Specify board signaling format (AT&T only).
Programming from the Console NOTE: This jack is also factory set as an operator position. You can change the system programming jack to any one of the first five jacks on the first MLX module. This allows you to program without interfering with the operator’s call handling. However, if you change the programming jack to other than the first or fifth jack on a 008 MLX or 408 GS/LS-MLX module, then you cannot attach a Direct Station Selector (DSS) to the console.
Programming from the Console Home Menu MENU MODE: Select Feature Press HOME to Exit Directory More Inspct Messages Posted Msg Alarm Clock Timer Sys Program Maintenance Ext Program Figure 6–8. Display Buttons and Main Menu There are two types of console buttons: ■ Fixed Display Buttons. The top two buttons in each column have the same labels and functions regardless of the screen display: — Home. Return to normal call-handling mode after you finish programming. — Menu.
Programming from the Console Console Overlay The programmable line buttons are on the main part of the console. There are actually 20 line buttons on the console, but you can use the console overlay to program up to 34 lines. Some of the unlabeled line buttons on the lower part of the console may also be used for programming features. You can also use the dialpad for entering feature and programming codes. Figure 6–9 illustrates the system console overlay.
Programming from the Console Console and DSS Lights The red and green lights (sometimes called LEDs) next to each of the 20 line buttons show the status of the line features. The lights on the DSS show the status of features programmed on extensions. Console Lights The green and red lights next to each button on the console are on, off, or flashing depending on whether the line is programmed with a feature. The flashing green light indicates the ring option.
Programming from the Console 1 Console/Display Instructions Additional Information Display the Menu Mode (main menu) screen. Press the Menu button. 2 Select System Programming. MENU MODE: Select Feature Press HOME to Exit Directory Messages Posted Msg Sys Program _ Alarm Clock Maintenance Timer Ext Program 3 If the programming console is a QCC, Ext Program does not appear on this screen. Display the System Programming menu.
Programming from a PC with SPM Table 6–5. Exiting System Programming To return to . . . On the console press: On the PC press: Previous menu (or, in some cases go to the next item to program) Main menu Exit 5 Menu e Normal call handling Home h Programming from a PC with SPM The System Programming and Maintenance (SPM) software package offers an alternate method of programming using a PC. This method frees the system programming console for other uses and also provides additional functions.
Programming from a PC with SPM ■ Remote Modem Connection (DOS-Based SPM Only). For a remote modem connection, you must use a modem (either connected to or built into the PC) to access the internal modem in the control unit. You must also use a modem to dial into the system using remote access. NOTE: Remote access (modem connection) has priority over local access (direct connection), unless a backup or restore procedure is in progress through a direct local connection.
Programming from a PC with SPM 6 1 2 3 4 5 Console/Display Instructions Additional Information Press any key to display the SPM Main Menu shown below. SPM Main Menu: Select Sys Program Backup Boards Print Opts Monitor Menu Function Maintenance Restore Pass-Thru Password Language 6 7 8 9 0 ■ If the SPM Main Menu does not appear or if the information about the screen is garbled, press any key again.
Programming from a PC with SPM ■ If the PC is in the same location as the control unit, type *10. ■ If the PC is in a remote location and your system has activated the Remote Access feature, type the following and press R: ATDT, the remote access telephone number, and W*10. For example: ATDT12015551234 W*10 R. Also, a barrier code (4 to 11 digits) may be required between the ATDT and the W*10 entries. For example: ATDT12015551234 W1234567 W*10.
Centralized Telephone Programming 5 Console/Display Instructions Additional Information Type the remote access password to display the SPM Main Menu shown in Step 6. Enter Password: 6 1 2 3 4 5 7 The password does not display when you type it. To reach the System Programming menu, select System Programming by pressing 1.
Centralized Telephone Programming To perform centralized telephone programming, you can use the system programming console or a PC with SPM software as described earlier in this chapter. If you are programming several telephones of the same type (that is, all analog or all MLX), you can use the Copy Extension feature (described in “Copying Feature and SA/ICOM Buttons”) to program one extension and then use the programmed extension as a template for programming additional extensions.
Centralized Telephone Programming 3 Console/Display Instructions Select a programming option. Centralized Programming: Make a selection _ Program Ext _ Copy Ext Exit 4 Additional Information Select Program Ext or Copy Ext. 1 2 Enter Go to either “Guidelines for Programming Extensions,” “Copying Feature and SA/ICOM Buttons,” or “Copying Line/Trunk Button Assignments.
Centralized Telephone Programming ■ If you press a line button that is not active, the screen shown below appears. Press Home to return to the Home screen. Blank Press HOME to Exit Page 1 Page 2 Sys Program ■ ListFeature You can use the Extension Information (Ext Info) report option on the Print menu (accessed from the System Programming menu) to print all of the programmed features for a specific extension.
Centralized Telephone Programming 2 Console/Display Instructions Additional Information Specify the extension you want to program. Centralized Programming: Enter extension Backspace Exit Û Enter 3 Save your entry. 4 Select Enter. Select Start.
Centralized Telephone Programming 6 Console/Display Instructions Program the feature(s). **** Press HOME to Exit Delete Page 1 Page 2 Sys Program 7 Additional Information **** = current programming of button selected in Step 5 (Line xxx, voice, feature, or blank) Dial or type the programming code: *[nnn] or select List Feature ( 0 ) to display a list of features you can select from. Û ListFeature When the line button is programmed, the system automatically returns to the display in Step 5.
Centralized Telephone Programming Table 6–6.
Centralized Telephone Programming Table 6–6, Continued Feature Headset Auto Answer Headset Hang Up Headset Status Headset/Handset Mute Last Number Dial* Leave Message Message Light Off Next Message Park Pickup: Group Pickup: General Pickup: Extension Pickup: Line Posted Message Privacy Recall Reminder Service: Set Reminder Service: Cancel Return Call Saved Number Dial* Scroll Signaling SA/ICOM Ring‡ SA/ICOM Voice‡ SA/ICOM Originate Only‡ System Speed Dial Transfer† * † ‡ Analog and MLX Telephones 4 4
Centralized Telephone Programming Table 6–7 shows the operator features than can be copied for operator consoles. QCC features cannot be copied. Table 6–7.
Centralized Telephone Programming 3 4 Console/Display Instructions Save your entry. PC 0 Select Enter. Specify the number of the extension to which you want to copy programmed features or SA or ICOM buttons. Copy extension xxxx to: Enter extension nnnn Backspace Exit 5 Additional Information Next Enter xxxx = extension entered in Step 2 Û Dial or type [nnnn]. Continue to copy line assignments and programmed features from the copy extension shown to another extension or go to Step 7.
Using Reports If you are copying assignments from an operator position to a block of extensions that includes both operator and non-operator extensions, the information is copied only to the operator positions; the non-operator positions are not affected. Similarly, if you are copying assignments from a non-operator position to a block of extensions that includes both operator and non-operator extensions, the information is copied only to the non-operator positions; the operator positions are not affected.
Using Reports ■ The system programming reports include reports that describe how various aspects of the system are programmed (for example, trunk information, label information, Allowed and Disallowed Lists, and Pickup Groups), and an Error Log that describes any system errors that may occur. You reach these reports from the system programming menus. The following system programming reports are available.
Using Reports ■ Remote Access — General Options — Non-Tie Restrictions — Tie Restrictions — Barrier Code Restrictions ■ Operator Information — Position — General Options — DSS Options — QCC Operators — Operator Information ■ Allowed Lists ■ Allowed Lists Assigned to Extensions ■ Disallowed Lists ■ Disallowed Lists Assigned to Extensions ■ Automatic Route Selection ■ Tables ■ Extension Directory ■ System Directory ■ Group Page ■ Extension Information ■ Group Coverage ■ Group Calli
Using Reports Printing SMDR Reports SMDR reports consist of SMDR call records that print sequentially on a serial printer connected to the SMDR jack on the control unit. If the printer is off, is out of paper, or has a paper jam, up to 100 SMDR records are stored in the SMDR queue. The printing of system programming reports take precedence; while these reports are printing, SMDR records are stored in the queue. For more information, see “Station Message Detail Recording (SMDR)” in the Feature Reference.
Setting System Date and/or Time To print system programming reports, use one of the following procedures: Console Procedure: To print trunk information: More→Print→Trunk Info→Select trunk type→Exit To print extension information: More→Print→More→Ext Info→Dial extension number→Enter→Exit To print all other reports: More→Print→Select report→Exit PC Procedure To print trunk information: u→3→6→Select trunk type→5 To print extension information: u→3→u→0→Type extension number→ 0→5 To print all other reports:
Backing Up the System If you have installed applications such as Call Management System (CMS) or AUDIX Voice Power, you may need to set the time in the applications software whenever you reset the system time. Valid Entries For date: Month: 01 to 12 Day: 01 to 31 Year: 00 to 99 For time: 0000 to 2359 Task List: Setting System Date and/or Time o Open the System Programming menu from the console or a PC with SPM.
Adding an Extension Planning Guidelines While the backup is in progress, you cannot access any programming functions. If any type of programming is taking place at another extension when you begin the backup procedure, the backup is canceled and the number of the first busy extension appears on the screen. Attempt the backup procedure again when the busy extension becomes idle. NOTE: By default, the system is set to perform a backup automatically once a week.
Adding an Extension Planning Guidelines The procedure to add an extension involves several decisions on your part. For example, you must decide which features to assign to the extension. These include calling restrictions, Coverage, calling group, Pickup group, paging group, Night Service, Forced Account Code Entry, and Remote Call Forwarding. You can read about the features in the Feature Reference. You also need to make decisions about assigning buttons on multiline telephones.
Adding an Extension o Open the System Programming menu from the console or a PC with SPM. o If your system uses the Set Up Space numbering plan (see Form 2a), single-renumber the extension jack following the instructions in “Single Renumbering” in the “System Renumbering” section of System Programming, Chapter 3. NOTE: This task requires Extension Forced Idle for this extension jack.
Moving an Extension o Program the features following the instructions for each feature in “Optional Telephone Features,” “Optional Group Features,” and “System Features” in System Programming, Chapter 3, or in Chapter 5, “Centralized Telephone Programming” of System Programming. o When you have finished, file the form(s) with the rest of the planning forms. Programming Instructions See the appropriate procedures in System Programming as noted in the task list above.
Removing an Extension 306 --> 303 7103 (the original 303) --> 306 NOTE: Renumbering changes the extension number, but the programming of the extension stays the same. Therefore, for the new Extensions 303 and 306 in the example above, each still has its original programming, even though it has a new extension number. This programming includes Extension Directory labels, Personal Speed Dial, button assignments, and group-assigned features like Coverage, Pickup, paging, and Night Service.
Removing an Extension o If your system uses the Set Up Space numbering plan (see Form 2a), single-renumber the extension jack following the instructions in “Single Renumbering” in the “System Renumbering” section of System Programming, Chapter 3. NOTE: This task requires an idle condition: Extension Forced Idle for this extension jack.
Changing Calling Restrictions Programming Instructions See the appropriate procedures in System Programming as noted in the task list above. Changing Calling Restrictions Use this procedure to change individual extensions’ calling restrictions to one of the following: ■ Unrestricted ■ Restricted from making all outgoing calls ■ Restricted from making toll calls NOTE: In Release 3.
Changing Calling Restrictions Task List: Changing Calling Restrictions o Obtain the following forms, as appropriate: — 6g, Call Restriction Assignments and Lists — 6e, Allowed Lists — 6f, Disallowed Lists — Forms for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c o If necessary, read “Calling Restrictions” in the Feature Reference for detailed information about this feature. o Plan changes using the planning guidelines above; record the new values on the form(s).
Changing Trunk-to-Trunk Transfer Status Changing Trunk-to-Trunk Transfer Status Beginning with Release 3.1, the system includes an option to allow or disallow trunk-to-trunk transfer for each extension. Trunk-to-trunk transfer is the transferring of an outside call to another outside number. When trunk-to-trunk transfer is allowed, there is a risk of toll fraud. Use this procedure to enable or disable trunk to trunk transfer at one or more extensions.
Adding/Removing a Line — Form 5d, Queued Call Console (QCC) — Data Form 1a, Modem Data Station — Data Form 1b, 7500B Data Station o If necessary, read “Trunk-to-Trunk Transfers in the Feature Reference for detailed information about this feature. o Plan changes and record the new values on the form(s). o Open the System Programming menu from the console or a PC with SPM.
Adding a DLC Operator Position o If you are adding a line/trunk, call AT&T 1 800 247-7000 to arrange for an AT&T technician to connect the line to the system and set it up. If you are removing a line, it is not necessary to make any such arrangements. NOTE: A new module must be installed before a line is connected to it. o After the line is connected and set up or is disconnected, open the System Programming menu from the console or a PC with SPM to program it as described in the next task.
Adding a DLC Operator Position A maximum of eight DLC operator positions can be assigned. Any combination of operator positions can be assigned as long as there are not more than four QCC operator positions (Hybrid\PBX) and no more than a total of eight operator positions (see Table 6−8). Table 6–8.
Adding a DLC Operator Position Task List: Adding an Operator Position o Obtain Form 2a, System Numbering: Extension Jacks, Form 6a, Optional Operator Features, and one of the following, as appropriate: 5a, DirectLine Console (DLC): Analog; or 5b, Direct-Line Console (DLC): Digital. o If necessary, read “Direct-Line Console” in the Feature Reference for detailed information about DLC consoles. o Check Form 2a for available operator-position jacks; look for the shaded first and fifth lines on the form.
Adding a DLC Operator Position o If you are adding a personal line, Loudspeaker Paging, or Pool buttons (Hybrid/PBX only), assign the outside lines/trunks to the buttons on the telephone following the instructions in “Assign Trunks or Pools to Telephones” in the “Telephones” section of System Programming, Chapter 3. NOTE: You may choose to copy line/trunk button assignments that other extensions have, for example, a Loudspeaker Paging button.
Adding a QCC Operator Position Adding a QCC Operator Position Use this procedure to add a QCC operator position (Hybrid/PBX systems only). To add a DLC operator position, see the previous section, “Adding a DLC Operator Position.” Planning Guidelines QCC operator positions can be assigned only to the first and fifth extension jacks of an MLX module. The first jack on the first extension module in your system is automatically assigned as the primary operator position.
Adding a QCC Operator Position NOTE: Because this procedure requires an idle system, you may want to perform it after hours. Also, when you change an extension to an operator position, the system returns the port (extension jack) type of that extension to the factory setting. You must reprogram lines and any features for that telephone or console. You may also need to change any attached adjunct equipment and optional features.
Adding Operator Features NOTE: This task requires an idle condition: Extension Forced Idle for this extension jack. o Assign the jack, following the instructions for “QCC Operator Positions” in the “System Operator Positions” section of System Programming, Chapter 3, or the summary programming instructions below. NOTE: This task requires an idle condition: System Idle.
Adding Operator Features — QCC Operator to Receive Call Types — Call Type Queue Priority Level — Voice Announce to Busy (Release 4.0 and later systems only) — Message Center Operation — Automatic or Manual Extended Call Completion — Return Ring — Position-Busy Backup Planning Guidelines Some of the options cannot be programmed for individual operator positions but, rather, apply to all operator positions in the system.
Connecting Auxiliary Equipment Task List: Adding Operator Features o Obtain Form 6a, Optional Operator Features. o If necessary, read “Direct Line Console” or “Queued Call Console” in the Feature Reference for detailed information about the consoles and the optional operator features. o Plan changes using the planning guidelines above; record the new values on Form 6a. o Open the System Programming menu from the console or a PC with SPM.
Connecting Auxiliary Equipment Planning Guidelines For Music On Hold If you use equipment that rebroadcasts music or other copyrighted materials, you may be required to obtain a copyright license from and pay license fees to a third party [such as the American Society of Composers, Artists, and Producers (ASCAP) or Broadcast Music Incorporated (BMI)]. Magic on Hold requires no such license and can be purchased from your AT&T representative. Only one Music On Hold line/trunk jack is allowed per system.
Connecting Auxiliary Equipment For Fax Machines A maximum of 16 fax machines can use the Fax Message Waiting feature. Additional fax machines (more than 16) can be installed, but these machines cannot use this feature. NOTE: Fax machines should not be connected to analog multiline telephones with a General-Purpose Adapter (GPA). In a GPA configuration, features cannot be assigned to the fax machine independently of the telephone.
Changing Calling Group Assignments o Program the change(s), following the appropriate instructions for “Auxiliary Equipment” in System Programming, Chapter 4, or the appropriate summary programming instructions below. NOTE: For Music On Hold and maintenance alarms, System Idle is required; for loudspeaker paging, Line/Trunk Idle is required. o When you have finished, file the form(s) with the rest of the planning forms.
Changing Calling Group Assignments Planning Guidelines An extension can belong to only one calling group. A QCC cannot be a member of a calling group. The delay announcement device should not be programmed as a calling group member. A calling group can be a Night Service group member. The total number of extensions can be divided into a maximum of 32 calling groups. A calling group can include a maximum of 20 extensions, but not all 32 calling groups can have this maximum number.
Revising Allowed Lists Programming Instructions Console Procedure: PC Procedure: Extensions→More→Grp Calling→Members→ Dial calling group ext. no.→Enter→Dial ext. no.→Enter→Exit→Exit→Exit 6→u→4→9→Type calling group ext. no.→0→Type ext. no.→0→5→5→5 Revising Allowed Lists An Allowed List provides some flexibility for extensions with calling restrictions by allowing specified extensions to dial certain numbers (for example, 911), regardless of the extension’s calling restrictions.
Revising Allowed Lists ■ Only two- or three-digit star codes are recognized. Two-digit star codes must begin with 1, 4, 5, 6, 7, 8 or 9. Three-digit star codes must begin with a 2 or a 3. ■ The star code or codes must come at the beginning of the string of digits dialed, not at the end or in the middle. ■ Multiple leading star codes are allowed. For example, *67*705551212 is recognized correctly, but in 5551212*67*705553131 the stars are ignored.
Assigning Allowed Lists to Extensions o Program the change(s), following the instructions for “Allowed Lists” in the “System Features” section of System Programming, Chapter 3, or the summary programming instructions below. o When you have finished, file the forms with the rest of the planning forms. Programming Instructions Console Procedure: Tables→AllowList→Dial list no. and entry no.→Enter→Drop→Dial no.→Enter→Exit PC Procedure: 8→1→Type list no. and entry no.→0→ A+P →Type no.
Changing Disallowed Lists o When you have finished, file the forms with the rest of the planning forms. Programming Instructions Console Procedure: Tables→AllowTo→Dial list no.→Enter→Dial ext. no.→Enter→Exit→Exit PC Procedure: 8→2→Type list no.→0→Type ext. no.→0→5→5 Changing Disallowed Lists Use this procedure to establish Disallowed Lists that contain telephone numbers than cannot be dialed from specified telephones (including unrestricted telephones).
Changing Disallowed Lists ■ Only two- or three-digit star codes are recognized. Two-digit star codes must begin with 1, 4, 5, 6, 7, 8 or 9. Three-digit star codes must begin with a 2 or a 3. ■ The star code or codes must come at the beginning of the string of digits dialed, not at the end or in the middle. Multiple leading star codes are allowed for dialing, although not in Allowed/Disallowed Lists. For example, *67*705551212 is recognized correctly, but in 5551212*67*705553131 the stars are ignored.
Assigning Disallowed Lists to Extensions Valid Entries 11 digits for each number (+ wildcard Pause character, entered by pressing the Hold button) Asterisk (*) or star or 11 (Release 3.
Assigning Disallowed Lists to Extensions Planning Guidelines Each restricted extension can be assigned to more than one list. Valid Entries 0 to 7 NOTE: You can copy restrictions. See “Copy Call Restrictions” in the “Optional Telephone Features” section of Chapter 3, System Programming. Task List: Assigning Disallowed Lists to Extensions o Obtain Form 6f, Disallowed Lists and, as appropriate, the form(s) for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c.
Changing Group Coverage Assignments Changing Group Coverage Assignments Use this procedure to assign or remove an extension from a coverage group.
Revising Night Service with Group Assignment o Plan changes using the planning guidelines above; record the new values on Form 7c. o Open the System Programming menu from the console or a PC with SPM. o Program the change(s), following the instructions for “Group Coverage Member Assignments” in the “Optional Group Features” section of System Programming, Chapter 3, or the summary programming instructions below. o When you have finished, file Form 7c with the rest of the planning forms.
Changing Extension Directory Labels o Plan changes using the planning guidelines above; record the new values on Form 9a. o Open the System Programming menu from the console or a PC with SPM. o Program the change(s), following the instructions for “Night Service Group Assignment” in the “Labeling” section of System Programming, Chapter 3, or the summary programming instructions below. o When you have finished, file Form 9a with the rest of the planning forms.
Changing Extension Directory Labels To program on the system programming console: Use the buttons next to the display and line/feature buttons to specify alphanumeric characters and punctuation for labels. Use the template provided with the MLX-20L telephone to see which line buttons correspond to which alphanumeric characters. To program with SPM: Use the PC keyboard for labels. All letters appear on the screen in uppercase.
Changing Trunk Labels Changing Trunk Labels Use this procedure to establish alphanumeric system labels that help display telephone users identify the line or trunk being used. To program on the system programming console: Use the buttons next to the display and line/feature buttons to specify alphanumeric characters and punctuation for labels. Use the template provided with the MLX-20L telephone to see which line buttons correspond to which alphanumeric characters.
Changing Posted Message Labels Programming Instructions Console Procedure: More→Labeling→LinesTrunks→Dial ext. no.→ Enter→Drop→Dial label→Enter→Exit→Exit PC Procedure: u→1→2→Type line/trunk no.→0→A +P →Type label→6→5→5 Changing Posted Message Labels Use this procedure to add or change existing posted messages that tell callers with display telephones now why the called extension does not answer.
Changing Calling Group Labels o Program the change(s), following the instructions for “Posted Message” in the “Labeling” section of System Programming, Chapter 3, or the summary programming instructions below. o When you have finished, file Form 10a with the rest of the planning forms. Programming Instructions Console Procedure: More→Labeling→PostMessage→Dial message no.→Enter→Drop→Enter message→Enter→ Exit→Exit PC Procedure: u→1→3→Type message no.
Changing System Directory Labels o Open the System Programming menu from the console or a PC with SPM. o Program the change(s), following the instructions for “ Group Calling” in the “Labeling” section of System Programming, Chapter 3, or the summary programming instructions below. o When you have finished, file Form 7d with the rest of the planning forms. Programming Instructions Console Procedure: More→Labeling→Grp Calling→Dial calling group ext. no.
Changing System Directory Labels Task List: Changing System Directory Labels o Obtain Form 10b, System Speed Dial. o If necessary, read “Labeling” in the Feature Reference for detailed information about this feature. o Plan changes using the planning guidelines above; record the new values on Form 10b. o Open the System Programming menu from the console or a PC with SPM.
Learning More 7 Contents Guides ■ ■ ■ Ordering and Availability System Reference Guides Common Elements Feature Reference Contents and Organization Entries Appendixes Special Tools Using This Guide System Programming Contents and Organization Appendixes Special Tools Using This Guide Equipment and Operations Reference Contents and Organization Appendixes Using This Guide User and Operator Guides Common Elements Calling Supervisor’s Guide and Data/Video Reference 7–1 7–2 7–2 7–4 7–4 7–5 7–5 7–6 7–7 7–7
Learning More 7 This chapter provides descriptions of the system manuals, a quick reference to the system reference guides (“System Guides Information Finder”), and a description of training materials available from AT&T. When you don’t know where to look for help on a specific feature or activity, check this chapter first. It will help you to determine which guide contains the information you need and how to find it in that guide.
Guides Ordering and Availability For information about ordering any of the printed materials, see “Related Documents” in “About This Book,” at the beginning of this book. System Reference Guides There are three system reference guides that you may need to consult as part of your system manager function: ■ The Feature Reference contains detailed information about features and summary descriptions of applications. ■ System Programming includes detailed step-by-step procedures to program the system.
Guides Table 7–1. System Reference Guides Overview Title Description Contents Overview Feature Reference Provides detailed descriptions, in alphabetical order, of each system feature and some system components. Also includes summary information about applications. No chapters; each feature description is a separate entry.
Guides Common Elements All three system reference guides include the following informational and organizational aids, customized for each guide: ■ About This Book. An introduction that includes the purpose and audience of the guide, typographical conventions, how to use the guide, and other relevant information, as well as a Feedback Form to submit your comments on the guide to AT&T. IMPORTANT: We urge you to complete the Feedback Form and send in your comments. The writers at AT&T need your suggestions.
Guides ■ Integrated Administration (a programming component of Integrated Solutions software applications) ■ Multi-Function Module (MFM; a telephone adapter that affects and is affected by system features) ■ Personal lines ■ Primary Rate Interface (PRI) and T1 switched 56 service ■ Programming ■ Queued Call Console (QCC) ■ System Renumbering (a programming procedure for changing extension and/or line numbers) ■ Touch-Tone or Rotary Signaling (information about supporting the two types of tel
Guides ■ Feature Code(s). Lists the feature code(s) you can use to activate the feature or turn it off. ■ System Programming. If applicable, summarizes the system programming procedure(s) that affect the feature. ■ Maximum(s). If applicable, tells you what maximum numbers apply to the feature. ■ Factory Setting(s). Shows you the default programming, that is, how the system sets the feature when no one programs it.
Guides ■ Telephone button diagrams for MLX and analog multiline telephone in all three modes of operation (Appendix G) ■ A description of the special characters used in dialing sequences for numbers dialed automatically, for example, with the Auto Dial feature. Tells you what these characters are and how to insert them on MLX, analog multiline, and single-line telephones.
Guides Contents and Organization System Programming is organized into the following chapters: ■ Programming Basics (Chapter 1). Provides an introduction to programming and idle states, and general information about using the guide. ■ Programming with SPM (Chapter 2). Provides information about using SPM (PC-based software) that enables you to program the system from a PC instead of from a system programming console. ■ Common Administrative Procedures (Chapter 3).
Guides ■ A helpful table of features, showing programming codes, the modes in which the feature works on each type of telephone, and the name of the feature as displayed on the MLX-20L telephone (Appendix D) ■ A description of the telephone programming that people in the system can perform at their extensions (Appendix D) ■ Telephone button diagrams for MLX and analog multiline telephone in all three modes of operation (Appendix E) ■ A table describing the SMDR reports available for the system, alon
Guides Equipment and Operations Reference This guide describes essentially three system elements: lines and trunks, hardware, and applications. Its presentation is straightforward and the organizational aids described earlier in “Common Elements” are all you need to find the information you require. NOTE: The Equipment and Operations Reference does not include information about hardware that was introduced after Release 3.0 of the system.
Guides ■ Applications (Chapter 4). Provides summary descriptions of applications you can add to the system and is the primary system resource on the subject. Detailed information is contained in the documentation for the applications. This chapter also describes how the system supports Centrex and Primary Rate Interface (PRI) and special information regarding printers supported on the system, as well as the touch-tone receiver (TTR) and jack requirements for voice messaging systems.
Guides ■ MLX Direct-Line Consoles Operator’s Guide (for MLX DLC operator consoles) ■ Analog Direct-Line Consoles Operator’s Guide (for analog DLC operator consoles) ■ MLX Queued Call Consoles Operator’s Guide (for QCC operator consoles) ■ Calling Supervisor’s Guide (ordered according to system needs) ■ Data/Video Reference (different format from other user guides, ordered according to system needs) Common Elements With the exceptions of the Calling Supervisor’s Guide and the Data/Video Reference,
Guides ■ Where applicable, a detailed description of the telephone display and how to use it, including illustrations of the various display menus. For MLX telephones, a list of features shows feature names as they appear on both small and large displays.
System Guides Information Finder Data/Video Reference describes data communications in general, the different types of data and video stations, and the features used in data communications. It offers step-by-step dialing and programming instructions for data users who have ISDN terminal adapters or modems. In addition, it explains data hunt group operations and the system’s support of local-area networks (LANs), videoconferencing systems, and host computer systems for data communications.
System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . Check This Guide . . . Basics (continued) Finding out about system reports offering details about a feature as it is used on your system Changing Automatic Route Selection (ARS) Finding out about operator features, settings, and options Feature Reference. See entry for feature and Appendix F. System Programming, Appendix F Consult your AT&T representative and see System Programming, Chapter 4. Feature Reference.
System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . Check This Guide . . . Planning and Programming Features (continued) Finding out which system planning forms to change when you modify or add features Finding out which modes of operation in support a systemwide feature Feature Reference, Appendix B System Programming. Entry for procedure you are using.
System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . System Management Check This Guide . . .
System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Extension Features and Buttons Feature programming codes System Programming, Appendix D Allowing or disallowing trunk-to-trunk transfer at an extension.
System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . .
System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Operators (continued) Allowing QCC operators to release a current call automatically when they press another Call button System Programming, Chapter 3 Allowing QCC operators to make voice-announced calls System Programming, Chapter 3 Feature Reference. See “Queued Call Console.” System Programming, Chapter 3 Feature Reference. See “Queued Call Console.
Training Table 7–3, Continued To Learn About Programming . . . Check This Guide . . .
Training 7–22 Learning More
Troubleshooting the System 8 Contents All Phones Are Dead (No Dial Tone or Lights) 8–2 Some Phones Are Dead (No Dial Tone or Lights) 8–3 Difficulty Making Outside Calls 8–4 Phone Does Not Ring 8–7 DLC Console Not Ringing for Incoming Calls 8–9 QCC Console Not Ringing for Incoming Calls 8–10 Single-Line Phones Ring Back after Completed Call 8–12 Cannot Transfer Call after Answer on an Outside Line 8–13 Night Service Not Working 8–13 Calls Not Going to Voice Mail 8–15 Callers Getting Inc
Troubleshooting the System 8 This chapter provides procedures for solving the most common problems that you may encounter with the system. You may be able to resolve a problem quickly and easily by following the appropriate steps in this chapter. NOTE: See the Data/Video Reference for information about troubleshooting data and video communications. You will find it helpful to have the Feature Reference, System Programming, and the system planning forms at hand to perform some of the procedures.
All Phones Are Dead (No Dial Tone or Lights) NOTES: 1. If power to the system is cut off, the system retains its programming for 4 to 5 days after it stops receiving power. Then all of the system’s programmed settings may return to the factory settings. 2. Be sure to change the system time appropriately when Daylight Savings Time starts and when it ends.
Some Phones Are Dead (No Dial Tone or Lights) Some Phones Are Dead (No Dial Tone or Lights) Possible Cause 1: The telephones are not receiving power. What to do: Check that each telephone is plugged into a telephone wall jack known to be working. ■ If the phones now have dial tone and lights, there may be a problem with the system wiring or the control unit associated with the faulty phone(s). Call the AT&T Helpline at 1 800 628-2888. ■ If the phones are still dead, go to Possible Cause 2.
Difficulty Making Outside Calls NOTE: The following procedure may help AT&T Helpline technicians analyze your problem. However, you should not perform this procedure unless you have experience removing the control unit cover and working with control unit extension jacks. Before proceeding, consult system planning Form 2a, System Numbering: Extension Jacks. ! WARNING: If you must check something on the control unit, proceed with caution.
Difficulty Making Outside Calls ■ If outside calls can now be made from the extension, you have solved the problem. ■ If there is still difficulty making outside calls, go to Possible Cause 2. Possible Cause 2: If the system uses pool dial-out codes, the extension may be restricted from dialing the pool dial-out code. What to do: Use system programming to find out whether the pool dial-out code has been assigned for the extension (see Chapter 3 in System Programming).
Difficulty Making Outside Calls Possible Cause 5: Night Service with Outward Restriction is activated. What to do: Check to see whether Night Service with Outward Restriction is activated by checking the light next to the Night Service button on the operator’s console. ■ If the light is on, then Night Service is activated and there are restrictions on outside calls. Use the Night Service password, if known, or use system programming to put the extension on the Night Service Exclusion List, if appropriate.
Phone Does Not Ring ■ If the light is off, change the console back to the normal operator position by pressing the Feature button and dialing 32, then touching the Drop button. Go to Possible Cause 8. Possible Cause 8: The telephone may be defective. What to do: Test the telephone by replacing it with a similar telephone that you know is working properly. ■ If the replacement telephone can make outside calls, then replace it with the original telephone and check again.
Phone Does Not Ring What to do: Turn off the Forward feature. Use one of the following methods, depending on the type of phone: ■ At an MLX or analog multiline telephone with a programmed Forward button, deactivate the feature and turn the light off by pressing the button (if the green light is on, indicating that the feature is active). From another extension, dial the extension where the problem is. If the phone now rings, you have solved the problem.
DLC Console Not Ringing for Incoming Calls Possible Cause 5: The telephone may be defective. What to do: Test the telephone by replacing it with a similar telephone that you know is working properly. ■ If the replacement telephone rings, then replace it with the original telephone and check again. If the original telephone still does not ring, then the original telephone may be defective. Call the AT&T Helpline at 1 800 628-2888.
QCC Console Not Ringing for Incoming Calls ■ If the green light is on, then Do Not Disturb is turned on. Press the button to deactivate the feature and to turn the light off. Finally, check whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 2. ■ If the green light is not on, then Do Not Disturb is not turned on; go to Possible Cause 2.
QCC Console Not Ringing for Incoming Calls Possible Cause 2: The Position Busy feature is turned on. What to do: Check the green light next to the Position Busy button. ■ If the green light is on, then Position Busy is turned on. Press the button to deactivate the feature and to turn the light off. Finally, check to see whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 3.
Single-Line Phones Ring Back after Completed Call NOTE: If only one MLX-20L is available, plug that telephone into a jack that you know is working and then retest. If the telephone rings for incoming calls, then the original jack may be faulty; call the AT&T Helpline at 1 800 628-2888. If the telephone still does not ring, there may be a problem with the system wiring or the control unit; call the AT&T Helpline at 1 800 628-2888.
Cannot Transfer Call after Answer on an Outside Line Cannot Transfer Call after Answer on an Outside Line Possible Cause 1: There may be custom calling features (for example, call waiting or 3-way calling) from the local telephone company that are interfering with system timer settings. What to do: To check whether you have custom calling features, contact your local telephone company representative. ■ If you have custom calling features, Transfer usually works.
Night Service Not Working ■ If the settings are incorrect, correct them and activate Night Service again. If it is now working, you have solved the problem. If not, go to Possible Cause 2. ■ If the settings are correct, go to Possible Cause 2. Possible Cause 2: If the system has Night Service with Time Set, the start and stop time or day of week may be set incorrectly (see Chapter 3 in System Programming).
Calls Not Going to Voice Mail Calls Not Going to Voice Mail NOTE: For calls to go to voice mail, the extension must be part of a coverage group, the coverage group must have a receiver, and the receiver must be the voice mail calling group. A quick way to check this is to check the planning forms for group coverage and group calling. Possible Cause 1: The extension may not be a member of a coverage group.
Callers Getting Incorrect Response from Voice Mail What to do: If convenient, check that the power light on the voice mail system unit is on. Also, try placing a call to other extensions to see whether the calls go to voice mail. ■ If the voice mail system power light is off and/or it does not work for other extensions, then the voice mail system is not working. Check its documentation; or, if it is an AT&T voice mail system, call the AT&T Helpline at 1 800 628-2888.
Calls Not Going to Coverage What to do: Follow the instructions in your voice mail system documentation to check that the settings match the system. If the settings are correct or if it is an AT&T voice mail system, call the AT&T Helpline at 1 800 628-2888. Calls Not Going to Coverage Possible Cause 1: An Individual Coverage receiver may not be assigned. What to do: At the extension that is to receive calls, program a Cover button for the sender’s extension.
Trouble Hearing Called Party ■ If the receiver is assigned correctly, call the AT&T Helpline at 1 800 -628-2888. Trouble Hearing Called Party Possible Cause 1: If a speakerphone is being used, there may be environmental factors that affect the performance of the speaker or microphone (for example, too much background noise). What to do: Eliminate the background noise or other interference. If the problem persists or if a speakerphone is not being used, go to Possible Cause 2.
Reminder Messages Received with the Wrong Time NOTE: You can check the programming of a button at an MLX display telephone by first pressing the Inspct button and then the line button. What to do: Use centralized telephone programming to check the programming for the phone’s buttons. ■ If the programming is incorrect, reprogram it. Try to use a programmed button. If the button works, you have solved the problem. If not, go to Possible Cause 2. ■ If the programming is correct, go to Possible Cause 2.
Recall/Switchhook Does Not Work Recall/Switchhook Does Not Work When this problem occurs, pressing the Recall button or switchhook disconnects the call or fails to return dial tone. NOTE: If the telephone is an MLX or analog multiline telephone, pressing the switchhook disconnects the call. On these phones, you must use a programmed (on MLX telephones) or fixed (on analog telephones) Recall button to activate custom or Centrex calling features. Possible Cause 1: The Recall timer may be set incorrectly.
Calling Group Members Not Receiving Calls Calling Group Members Not Receiving Calls Possible Cause 1: The calling group member’s telephone is not available. What to do: Log the member in by doing one of the following: ■ Using the operator’s or calling group supervisor’s DLC, enter supervisory mode by pressing the Feature button, dialing 32, and pressing the Hold button. Check the light next to the Auto Dial or DSS button for the member’s extension.
Other or Unresolved Problems Other or Unresolved Problems If you have a problem not listed in this chapter or if, after you complete the appropriate troubleshooting procedure, the problem persists, call the AT&T Helpline at 1 800 628-2888 for further assistance. When you call the Helpline, use a copy of the System Information Sheet at the front of this guide to note a few details about your system, along with troubleshooting information.
Customer Support Information A Support Telephone Number In the U.S.A. only, AT&T provides a toll-tree customer Helpline (1 800 628-2888) 24 hours a day. If you need assistance when installing, programming, or using your system, call the Helpline, or your AT&T representative. Consultation charges may apply. Outside the U.S.A., if you need assistance when installing, programming, or using your system, contact your AT&T representative.
Customer Support Information Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications.
Customer Support Information ¨ If there are no directly terminated trunks, or if the only directly terminated facilities are personal lines, report the number AS5USA-65646-PF-E. ¨ The REN (Ringer Equivalence Number) for all three systems is 1.5A. The facility interface code (FIC) and service order code (SOC): ¨ For tie line connection, the FIC is TL31M and the SOC is 9.0F. ¨ For connection to off-premises stations, the FIC is OL13C and the SOC is 9.0F.
Customer Support Information Installation and Operational Procedures The manuals for your system contain information about installation and operational procedures. ■ Repair Instructions. If you experience trouble because your equipment is malfunctioning, the FCC requires that the equipment not be used and that it be disconnected from the network until the problem has been corrected.
Customer Support Information This equipment returns answer supervision on all DID calls forwarded back to the Public Switched Telephone Network. Permissible exceptions are when: — A call is unanswered — A busy tone is received — A reorder tone is received Allowing this equipment to be operated in such a manner as not to provide proper answer supervision signaling is in violation of Part 68 rules. New Network Area and Exchange Codes.
Customer Support Information Users should ensure for their own protection that the electrical ground connections of the power utility, telephone lines, and internal metallic water pipe system, if present, are connected. This precaution may be particularly important in rural areas. ! CAUTION: Users should not attempt to make such connections themselves, but should contact the appropriate electrical inspection authority or electrician, as appropriate.
Customer Support Information Les réparations de matériel homologué doivent être effectuées par un centre d’entretien canadien autorisé désigné par le fournisseur. La compagnie de télécommunications peut demander à l’utilisateur de débrancher un appareil à la suite de réparations ou de modifications effectuées par l’utilisateur ou à cause de mauvais fonctionnement.
A–8 System Manager's Guide TELEPHONE EQUIPMENT Le présent appareil numérique radioélectriques dépassant les limites numériques de la classe A prescrites brouillage radioélectrique édicté Communications du Canada. n’émet pas de bruits applicables aux appareils dans le Règlement sur le par le ministère des This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference reguations of the Canadian Department of Communications.
Customer Support Information Security of Your System: Preventing Toll Fraud As a customer of a new telephone system, you should be aware that there is an increasing problem of telephone toll fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it. Some individuals use electronic devices to prevent or falsify records of these calls.
Customer Support Information To minimize the risk of unauthorized access to your communications system: ■ Use a nonpublished Remote Access number. ■ Assign access codes randomly to users on a need-to-have basis, keeping a log of all authorized users and assigning one code to one person. ■ Use random-sequence access codes, which are less likely to be easily broken. ■ Use the longest-length access codes the system will allow. ■ Deactivate all unassigned codes promptly.
Customer Support Information Physical Security, Social Engineering, and General Security Measures Criminals called hackers may attempt to gain unauthorized access to your communications system and voice messaging system in order to use the system features. Hackers often attempt to trick employees into providing them with access to a network facility (line/trunk) or a network operator. This is referred to as social engineering.
Customer Support Information n n Any time a call appears to be suspicious, call the AT&T GBCS Fraud Intervention Center at 1 800 628-2888 (fraud intervention for System 25, ® ® PARTNER and MERLIN systems). Customers should also take advantage of AT&T monitoring services and SM devices, such as the NetPROTECT family of fraud detection services, ® CAS with HackerTracker , and CAT Terminal with Watchdog. Call 1 800 638-7233 to get more information on these AT&T fraud detection services and products.
Customer Support Information n FRL 4 for international calling In Release 3.1 and later systems, default local and default toll tables are factory-assigned an FRL of 2. This simplifies the task of restricting extensions: the FRL for an extension merely needs to be changed from the default of 3. Each extension should be assigned the appropriate FRL to match its calling requirements. All voice mail port extensions not used for Outcalling should be assigned to FRL 0 (the default setting in Release 3.
Customer Support Information Security Risks Associated with the Automated Attendant Feature of Voice Messaging Systems Two areas of toll fraud risk associated with the Automated Attendant feature of voice messaging systems are the following: n n Pooled facility (line/trunk) access codes are translated to a menu prompt to allow Remote Access. If a hacker finds this prompt, the hacker has immediate access. (In Release 3.
Customer Support Information NOTE: In most cases these will be loop-start lines/trunks without reliable disconnect. The local telephone company will need to be involved to change the facilities used for RCF to ground start lines/trunks. Usually a charge applies for this change. Also, hardware and software changes may need to be made in the MERLIN LEGEND system. The MERLIN MAIL Automated Attendant feature merely accesses the RCF feature in the MERLIN LEGEND system.
Customer Support Information n The maximum length should be used for each barrier code, and should be changed periodically. Barrier codes, like passwords, should consist of a random, hard-to-guess sequence of digits. While MERLIN LEGEND Release 3.0 permits a barrier code of up to 11 digits, systems prior to Release 3.0 permit barrier codes of up to only four digits. If Remote Access is used, an upgrade to MERLIN LEGEND Communications System Release 3.
Customer Support Information n n n Never distribute the office telephone directory to anyone outside the company; be careful when discarding it (shred the directory). Never accept collect telephone calls. Never discuss your telephone system’s numbering plan with anyone outside the company. Educating Operators Operators or attendants need to be especially aware of how to recognize and react to potential hacker activity.
Customer Support Information Establishing a Policy As a safeguard against toll fraud, follow these guidelines for your MERLIN LEGEND Communications System and voice messaging system: n n n n n n Change passwords frequently (at least quarterly). Changing passwords routinely on a specific date (such as the first of the month) helps users to remember to do so. Always use the longest-length password allowed. Establish well-controlled procedures for resetting passwords.
Customer Support Information Choosing Passwords Passwords should be the maximum length allowed by the system. Passwords should be hard to guess and should not contain: n n n n All the same numbers (for example, 1111, 666666) Sequential characters (for example 123456) Numbers that can be associated with you or your business, such as your name, birthday, business name, business address, telephone number, or social security number. Words and commonly used names.
Customer Support Information If the Outcalling feature will not be used, outward restrict all voice messaging system ports. If Outcalling will be used, ports not used for Outcalling should be Outward Restricted (for Merlin Mail Voice Messaging Systems, port 2 on a twoport system, port 4 on a four-port system, ports 5 and 6 on a six-port system).
Customer Support Information AT&T’S OBLIGATION TO REPAIR, REPLACE, OR REFUND AS SET FORTH ABOVE IS YOUR EXCLUSIVE REMEDY. EXCEPT AS SPECIFICALLY SET FORTH ABOVE, AT&T, ITS AFFILIATES, SUPPLIERS, AND AUTHORIZED RESELLERS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, AND SPECIFICALLY DISCLAIM ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
Customer Support Information The Remote Administration and Maintenance feature, through proper administration, can help you reduce the risk of unauthorized persons gaining access to the network. However, telephone numbers and access codes can be compromised when overheard in a public location, are lost through theft of a wallet or purse containing access information, or through carelessness (for example, writing codes on a piece of paper and improperly discarding them).
About Telecommunications B Many of the terms and concepts involved in telephone communications have been in use since Alexander Graham Bell made the first phone call in 1876. Because understanding them will help you to understand how the system works, this section contains a brief history and description of telephone communications. Basically, telephone communications involves four elements: ■ Telephone Station (Extension) Equipment.
About Telecommunications Telephone Station Equipment Telephone station equipment is the user’s gateway to the global communications network and an array of services. While today’s telephones range from single-line telephones to multiline telephones with various features and options, telephone station equipment can now also involve such things as digital data terminals (for example, personal computers) or advanced videoconferencing equipment.
About Telecommunications Identifying which telephone to ring (that is, supplying the identity of the called party) was communicated verbally from the caller to the operator when human operators handled call connections. After automatic switches were in place, telephone numbers were assigned to telephone service subscribers. The caller identified the called party to the switch by dialing the called party’s number.
About Telecommunications ■ Coaxial Cable. Consists of a number of one-way voice circuits. Two such cables make a two-way pair, with each cable carrying the transmission in one direction. Its high frequencies and copper grounding decrease crosstalk. Used since 1946 for long-distance transmission, coaxial cable is now being replaced by optical fiber. ■ Microwave Radio.
About Telecommunications The services provided by channels can greatly enhance a company’s effectiveness and efficiency. If the MERLIN LEGEND Communications System has a DS1 facility as one of its incoming trunks, the one facility provides 24 “lines” that are called channels or B-channels, depending on the type of service the facility is programmed for (T1 or PRI).
About Telecommunications ■ Electromechanical Switching. Electrically operated devices with mechanical parts and motion. Electromechanical switching automated the manual labor and allowed telephone service to be universally affordable, but the technology was inflexible since changes in service required changes in the device itself. It also required high maintenance due to wear and tear on parts, and did little more than switch calls. ■ Electronic Switching. Electronic, computer-controlled equipment.
About Telecommunications The No1. ESS, developed by AT&T and installed in 1965, served from 10,000 to 65,000 lines at a maximum of 25,000 calls in the busy hour. With everincreasing innovations in technology, the AT&T 5ESS digital switching system in 1983 could handle 100,000 lines and 650,000 telephone calls per hour. Because most trunks are digital, the newer digital switching systems interface easily with digital trunks.
About Telecommunications ■ Toll Switching Between Cities. As even more growth occurred, extended switching systems, called toll offices, were then developed to handle long-distance switching between cities. This is referred to as the toll network and comprises the third and higher levels in the hierarchy. The toll network involves national and international service. The SO hierarchy is illustrated in Figure 2−4 in Chapter 2 of this guide.
About Telecommunications Thus, the functions of signaling are: ■ Alerting for a request for service ■ Transmitting the address information (the telephone number) of the called party.
About Telecommunications The enhanced CCIS system in use today is called common channeling signaling (CCS) system and supports advanced features, such as callingnumber identification (Caller ID). The calling party’s number is transmitted from switching office to office. This and other advanced services are available on the “intelligent” network that has evolved because of the use of computers to control signaling.
System Capacities C This appendix provides some information about the hardware and software capacities for the system. Detailed information about system capacities, as well as environmental requirements for the control unit and power and grounding requirements are contained in the Equipment and Operations Reference. You can configure the system as a stand-alone unit or as part of a private network.
System Capacities The system has a total capacity of 335 jacks (80 outside lines/trunks plus 255 extensions); however, each MLX module extension jack supports two logical endpoints (extension devices that can operate simultaneously and independently of each other). For example, an MLX telephone with a MultiFunction Module (MFM) plugs into one extension jack, but the jack supports both the telephone and the equipment (for example, a fax or an answering machine) connected to the MFM.
System Capacities Table C–1, Continued Calling Groups Number of groups Members per group Groups per member Delay announcements per system Delay announcements per group Groups per delay announcement External alerts per group Coverage groups per group Carriers Line/trunk and extension module slots per basic carrier Line/trunk and extension module slots per expansion carrier Maximum slots available for line/trunk and extension modules Coverage Groups Number of groups Senders per group Groups per sender Recei
System Capacities Table C–1, Continued Limit Extensions Total physical jacks Total endpoints Fax Machines with Message Waiting Lines/Trunks Night Service Groups Members per group (including one group calling number) Groups per member Emergency Allowed List entries System Operating Consoles DLCs MLX-20L or MLX-28D BIS-22D, BIS-34, BIS-34D, or MERLIN II System Display Console QCCs DSSs Combination of DLCs and QCCs Number of consoles per module Park Codes (number of codes) Personal Lines Pickup Number of gro
System Capacities Table C–1, Continued Limit Remote Access Number of barrier codes Digits per code, systemwide Shared System Access Buttons No.
System Capacities Fax Machines with Message Waiting The system can support more than 16 fax machines, but those in excess of 16 cannot use the fax message-waiting indication. System Operator Consoles DLCs (Direct-Line Consoles). Two consoles are allowed for each MLX or analog module, with a maximum of eight per system. Up to two Direct Station Selectors (DSSs) can be attached to an MLX operator console, and one is built into the MERLIN II System Display Console.
System Planning Forms D This appendix contains a table that lists each system planning form. The forms are in numerical order and organized according to planning purpose as shown in Table D−1. Information about filling in the forms is contained in System Planning. Also included is the Employee Communications Survey form. If you need to plan system modifications as your company’s needs expand, use this form to conduct a survey of system users’ needs.
System Planning Forms Table D–1, Continued Used for Planning Form No.
System Planning Forms Table D–1, Continued Used for Planning Form No.
System Planning Forms D–4 System Manager's Guide
Removing/Reinstalling the Control Unit Housing E This appendix provides instructions for removing the control unit housing, and for reinstalling it. IMPORTANT: Use these instructions only as directed by your AT&T representative or the AT&T Helpline representative. Removing the Control Unit Housing To remove the control unit’s housing, see Figure E−1. y 1 2 Figure E–1.
Removing/Reinstalling the Control Unit Housing Installing the Control Unit Housing Installing the control unit’s housing involves two tasks: installing the top cover and then installing the front cover. This section contains instructions for both tasks. Installing the Top Cover To install the top cover, see Figure E−2 and follow these steps: 1. Be sure the cords have been pressed through the wire managers at the base of the modules. 2. Hold the top cover with the hooks facing you. 3.
Removing/Reinstalling the Control Unit Housing Top cover Empty module Figure E–2.
Removing/Reinstalling the Control Unit Housing Installing the Front Cover To install the front cover, see Figure E−3 and follow these steps: 1. Hook the top of the front cover into the top cover. 2. Push down on the bottom of the front cover until it locks securely on the base of the wire manager on the modules. Front cover MERL IN LE GEND MERLI N LEGE Figure E–3.
Glossary # 2B data Digital information carried by two B-channels simultaneously for better performance and quality; the bit rate is twice that of one B-channel used alone. account code Code used to associate incoming and outgoing calls with corresponding accounts, employees, projects, and clients. Accunet The AT&T switched digital service for 56-kbps, 64-kbps restricted, and 64-kbps clear circuit-switched data calls.
Glossary ASCAP (American Society of Composers, Artists, and Producers) ASN (AT&T Switched Network) AT&T telecommunications services provided through an Integrated Digital Services Network Primary Rate Interface (ISDN-PRI) trunk, Accunet switched digital service, Megacom, Megacom 800, Software Defined Network (SDN), Multiquest, and Shared Access for Switch Services (SASS).
Glossary Automatic Route Selection See ARS. auxiliary power unit Device that provides additional power to the system. backup Procedure for saving a copy of system programming onto a floppy disk or memory card. See also restore. barrier code Password used to limit access to the Remote Access feature of the system. basic carrier Hardware that holds and connects the processor module, power supply module, and up to five other modules in the system. See also expansion carrier.
Glossary board renumbering System programming procedure for renumbering boards that have already been assigned to specific slots on the control unit. BRI (Basic Rate Interface) A standard protocol for accessing Integrated Service Digital Network (ISDN) services. button Key on the face of a telephone that is used to access a line, activate a feature, or enter a code on a communications system. byte Sequence of bits (usually eight) processed together. Also called “octet.
Glossary Centrex Set of system features to which a user can subscribe on telephone trunks from the local telephone company. channel Telecommunications transmission path for voice and/or data. channel service unit See CSU. clock synchronization Operation of digital facilities from a common clock. CMS (Call Management System) DOS-based application that simulates the actions of a system operator by answering and distributing calls. Also produces reports for call analysis.
Glossary CSU (channel service unit) Equipment used on customer premises to provide DS1 facility terminations and signaling compatibility. Data-channel See D-channel. data communications equipment See DCE. data module A type of ISDN terminal adapter that acts as the DCE at a data station that communicates over high-speed digital facilities. data station Special type of extension where data communications take place; includes DTE and DCE; sometimes a telephone is also part of a data station.
Glossary Dialed Number Identification Service See DNIS. dial-out code Digit (usually a 9 ) or digits dialed by telephone users to get an outside line. dial plan Numbering scheme for system extensions, lines, and trunks. DID (Direct Inward Dialing) Service that transmits from the telephone company central office and routes incoming calls directly to the called extension, calling group, or outgoing trunk pool, bypassing the system operator.
Glossary DNIS (Dialed Number Identification Service) Service provided by the AT&T Switched Network (ASN); it routes incoming 800 or 900 calls according to customer-selected parameters, such as area code, state, or time of call. door answering unit Device connected to a basic telephone jack and used at an unattended extension or front desk. DOS (disk operating system) DS0 (Digital Signal 0) Single 64-kbps voice or data channel.
Glossary expansion carrier Carrier added to the control unit when the basic carrier cannot house all of the required modules. Houses a power supply module and up to six additional modules. extension An endpoint on the internal side of the communications system. An extension can be a telephone with or without an adjunct. Also called “station.” See also data station.
Glossary forced idle Condition of the system during certain programming or maintenance procedures; system prevents initiation of new calls. foreign exchange See FX. frequency generator See ring generator. FRL (Facility Restriction Level) ARS calling restriction type that restricts outgoing calls to certain specified routes. FX (Foreign exchange) Central office (CO) other than the one that is providing local access to the public telephone network. General Purpose Adapter See GPA.
Glossary HFAI (Hands Free Answer on Intercom) Feature that allows a user to answer a voice-announced call. HFU (Hands-Free Unit) Unit for analog multiline telephones that allows users to make and receive calls on the speakerphone without using the handset. Home screen Display normally shown on an MLX display telephone; shows time, date, and call information, and shows when some features are in use.
Glossary IROB protector (In-Range Out-of-Building protector) Surge-protection device for off-premises telephones at a location within 1000 feet (305 m) of cable distance from the control unit. IS II/III (Integrated Solution II or Integrated Solution III) Set of UNIX System-based applications that augments and provides additional services using the system.
Glossary L LAN (local area network) Arrangement of interconnected personal computers or terminals, sometimes accessing a host computer, sometimes sharing resources such as files and printers. LDN (Listed Directory Number) LED (light-emitting diode) Semiconductor device that produces light when voltage is applied; light on a telephone. line Connection between extensions within the communications system; often, however, used synonymously with trunk.
Glossary M Magic on Hold An AT&T Music On Hold enhancement that promotes a company’s products or services. Mbps (megabits per second) Megacom The AT&T tariffed digital WATS offering for outward calling. Megacom 800 The AT&T tariffed digital 800 offering for inward calling. memory card Storage medium, similar in function to a floppy disk, that allows information to be added to or obtained from the communication system through the PCMCIA interface slot on the processor module.
Glossary module Circuit pack in the control unit that provides the physical jacks for connection of telephones and/or outside trunks to the communications system. In the name of a module, the first digit indicates the number of line/trunk jacks it contains; the last digit indicates the number of extension jacks it contains. If no letters appear after the number, a line/trunk module provides loop-start trunks or an extension jack module provides analog or tip/ring jacks.
Glossary O off-hook Telephone is said to be off-hook when the user has lifted the handset, pressed the Speaker button to turn on the speakerphone, or used a headset to connect to the communications system or the telephone network. off-premises telephone See OPT. on-hook Telephone is said to be on-hook when the handset is hung up, the speakerphone is turned off, and the user is not using a headset to connect to the communications system or the telephone network.
Glossary PFT (Power Failure Transfer) Feature that provides continuity of telephone service during a commercial power failure by switching some of the system’s trunk connections to telephones connected to specially designated extension jacks. pool In Hybrid/PBX mode, a group of outside trunks that users can access with a Pool button or by dialing an access code on an SA button. Also used by the ARS feature when choosing the least expensive route for a call. port See jack.
Glossary protocol Set of conventions governing the format and timing of message exchanges between devices, such as an MLX telephone and the control unit. public network Network that is commonly accessible for local or long-distance calling. Also called “public switched telephone network” or “public switched network.” Q QCC (Queued Call Console) MLX-20L telephone used by a system operator in Hybrid/PBX mode only.
Glossary S SAA (Supplemental Alert Adapter) Device that permits alerting equipment to be connected to an analog multiline telephone jack so that people working in noisy or remote areas of a building can be alerted to incoming calls. SA buttons Telephone buttons that provide a single interface to users for both internal and external calling. SDN (Software Defined Network) AT&T private networking service created by specialized software within the public network.
Glossary switchhook flash Momentary (320 ms to 1 second) on-hook signal used as a control; may be directed to the control unit or to a host switch outside the system. Also called “Recall” or “timed flash.” System Access buttons See SA buttons. system date and time Date and time that appear on MLX display telephones and SMDR reports. system programming Programming of system functions and features that affect most users, performed from an MLX-20L telephone or a computer using SPM.
Glossary trunk pool See pool and modem pool. TTR (touch-tone receiver) Device used to decode DTMF touchtones dialed from single-line telephones or Remote Access telephones. uninterruptible power supply See UPS. UPS (uninterruptible power supply) Device that connects to the system to provide 117 VAC to the equipment when the commercial power source fails. VAC (alternating-current voltage) VDC (direct-current voltage) VMI (voice messaging interface) An enhanced tip/ring port.
Glossary GL–22 System Manager's Guide
Index # 008 MLX module, 3-6, 5-12 008 module, 3-6 008 OPT module, 3-6, 3-9 012 module, 3-6, 3-9, 5-12 016 module, 2-25, 3-5, 3-9 100D module, 3-7, 3-10–3-11, 3-32, 5-27, 6-12 2B data, 2-30, 3-40 391A3 power supply, 3-43 400 GS/LS module, 3-6–3-7 400 module, 3-7 400EM module, 3-7 408 GS/LS module, 3-7 408 GS/LS-MLX module, 3-5, 3-7 408 module, 3-7 5ESS switch, 2-5 800 DID module, 3-7 800 GS/LS module, 3-7 800 GS/LS-ID module, 3-7, 3-35 800 module, 3-7 800 NI-BRI module, 3-12, 5-12 A Accessories power-relat
Index Applications AT&T Attendant, 4-52 Automated Document Delivery System (ADDS), 4-53 Call Accounting System (CAS) for Windows, 4-51 Call Accounting System (CAS) Plus V3, 4-51 Call Accounting Terminal (CAT), 4-51–4-52 Call Management System (CMS), 4-52 Centrex, 4-53 CONVERSANT, 4-53, 5-32 descriptions, 4-50–4-58 Integrated Solution II package, 4-52 Integrated Solution III package, 4-52–4-53 interfacing between PC and system, 5-32–5-33 MERLIN Identifier, 4-52 MERLIN MAIL voice messaging system, 4-52 MERLI
Index Allowed/Disallowed Lists, 4-35–4-36 assigning Allowed Lists to extensions, 6-61–6-63, 6-64 assigning Disallowed Lists to extensions, 6-66–6-68, 6-64 Authorization Codes feature, 4-42 changing, 6-44–6-45 changing Allowed Lists, 6-61–6-63, 6-64 changing Disallowed Lists, 6-64–6-66 examples (scenarios), 5-5, 5-19–5-20 Facility Restriction Levels (FRLs), 4-36 Feature Finder, 4-13–4-14 Night Service lists, 4-36 overview, 4-35–4-41 pool dial-out code restriction, 4-36 Remote Access feature, 4-47–4-48 star
Index Covering calls continued prime lines, 4-29 receiver, 4-30 Remote Call Forward feature, 4-34 Secondary Coverage, 4-31 sender, 4-30 Shared SA (SSA) buttons, 4-35 sharing lines, 4-28–4-29 summary, 4-33–4-35 Credit card verification terminal adjunct, 3-41 CSU, see Channel service unit (CSU) D Data communications, 2-13–2-14, 2-29–2-30, 4-46–4-47 Data communications equipment (DCE), 2-29–2-30, 3-39–3-40 Data entry screens, 6-7 Data modules, see ISDN terminal adapters Data station, 2-29–2-30 Data terminal
Index Extension programming, 6-24–6-25 Extension Status feature, 5-29 Extensions adding, 6-39–6-41 moving, 6-41–6-42, 6-44 removing, 6-42–6-44 F Facility, 2-12–2-16 Facility Restriction Levels (FRLs), 4-40–4-41 Fax machines, 3-34, 3-36–3-37, 3-42, 6-57–6-58 Feature Finders basic calling and answering, 4-4–4-10 calling privileges and restrictions, 4-13–4-14 covering calls, 4-10–4-12 customizing phones, 4-15–4-16 messaging, 4-17–4-19 overview, 4-2–4-3 special operator/supervisor features, 4-25–4-27 system m
Index Information Finder (quick reference table) basics (features), 7-14–7-15 basics (systemwide), 7-17 extension features and buttons, 7-18 group features and buttons, 7-19 labeling display features, 7-15 lines/trunks, 7-20–7-21 maintenance and troubleshooting, 7-16–7-17 operators, 7-19–7-20 planning and programming features, 7-15–7-16 security, 7-16 system management, 7-16–7-17 Information screens, 6-6 Inspect feature, 6-7 Integrated Administration, 5-14 Integrated Solution application package, 4-52–4-53
Index Managing the system adding a Direct-Line Console (DLC) operator position, 6-48–6-51 adding a line, 6-47–6-48 adding a Queued Call Console (QCC) operator position, 6-51–6-54 adding an extension, 6-39–6-41 adding operator features, 6-54–6-56 adding/removing a line, 6-45–6-48 assigning Allowed Lists to extensions, 6-63–6-64 assigning Disallowed Lists to extensions, 6-66–6-68 backing up the system, 6-37–6-39 Call Accounting Terminal, 5-6 changing Allowed Lists, 6-61–6-63 changing calling group assignment
Index Modem connections for system programming, 6-18–6-19, 6-20–6-22 Modems, 3-37–3-38, 3-42, 5-28–5-30 Modes of operation applications supported, 4-51–4-53 Behind Switch, 2-16, 4-29 Hybrid/PBX, 2-16, 4-28–4-29, 5-7, 5-21 Key, 2-16, 4-29 modules and, 3-9 overview, 2-16–2-18 Modules 008, 3-6, 3-9 008 MLX, 3-6, 5-12 008 OPT, 3-9, 3-6 012, 3-6, 3-9, 5-12 016, 3-9, 3-5 100D, 3-10–3-11, 3-7, 3-32, 6-12 400, 3-7 400 GS/LS, 3-6–3-7 400EM, 3-7 408, 3-7 408 GS/LS, 3-7 408 GS/LS-MLX, 3-5, 3-7 800, 3-7 800 DID, 3-7 8
Index P PagePac Plus, 3-36 PagePac Port Saver, 3-36 PagePal paging adapter, 3-32 Paging groups, 4-46 Party-line service, 2-7 PassageWay Direct Connect Solution application, 4-51, 5-32–5-33 Passwords, see Barrier codes PBX, see Private branch exchanges (PBXs) PC, see Personal computer (PC) PCMCIA, see Memory cards Personal computer (PC) Caller ID, 5-33 interface with system, 5-32–5-33 PassageWay Direct Connect Solution application, 5-32– 5-33 programming with SPM, systemwide, 6-18–6-22 with SPM software, 6-
Index Programming screens, 6-5–6-10 Programming the system, see System programming Protection accessories description, 2-27, 3-44–3-45 electromagnetic interference filters, 3-45 IROB (In-Range Out-of-Building), 3-44 OPRE (Off-Premises Range Extender), 3-44–3-45 surge protectors, 3-45 Q Queued Call Consoles (QCCs) adding a QCC operator position, 6-52–6-53 adding an operator position, 6-51–6-54 adding operator features, 6-54–6-56 automatic coverage, 4-31 buttons, 3-29–3-30, 3-31 description, 3-29–3-31 Direc
Index Simultaneous voice and data, 3-34 Single-line telephones disabling Transfer on, 4-13 list of, 3-23 modules for, 3-9 Power Failure Transfer and, 3-46 removing line buttons from, 4-13 troubleshooting problems, 8-3–8-4, 8-12–8-13, 8-19– 8-21 SMDR, see Station Message Detail Recording (SMDR) SMDR jack, 3-2 SO, see Switching offices (SOs) Software Defined Network (SDN), 3-10 Speakerphones, 3-38 Speed dialing, 4-44–4-45, 5-6 SPM, see System Programming and Maintenance (SPM) software SSA buttons, see Shared
Index System Information Sheet, 8-1 System management, see Managing the system System management features, 4-49–4-50 System manager responsibilities, 1-4–1-5 role, 1-3–1-4 System operator consoles, see Operator consoles System overview applications, 2-22–2-23 auxiliary components, 2-26–2-27 capacities, 2-25–2-26 components, 2-18–2-19 data communications, 2-29 features, 2-22 introduction, 1-1–1-2, 2-10–2-12 modes of operation, 2-16–2-18 modules, 2-21 system programming, 2-25 trunks, 2-12–2-14 System Plannin
Index Telephones adapters, 2-27, 3-33–3-34 analog multiline, 3-27 analog signals, 2-6 Caller ID, 3-15 cradle, 2-5 customizing (Feature Finder), 4-15–4-16 descriptions, 3-14–3-28 digital signals, 2-6 global network, 2-2 handsets for, 3-38–3-39 history of, 2-2–2-6 labeling display features, 7-15 language selection for display, 3-15 messaging (Feature Finder), 4-17–4-19 MLX, 3-14–3-20 off-hook, 2-5 on-hook, 2-5 overview, 2-5, 2-18 Power Failure Transfer (PFT), 3-46 power units, 3-44 receiver, 2-5 rotary-dial,
Index V Videoconferencing data communications equipment for, 3-39–3-40 desktop, 2-30, 4-46–4-47 group, 3-11, 5-31, 5-13 tie trunks for, 5-13 IN–14 System Manager's Guide VMSs, see Voice messaging systems (VMSs) Voice Announce to Busy feature, 3-8, 6-52 Voice messaging systems (VMSs), 4-38, 4-54–4-58, 5-30, 6-45, 6-58
