MERLIN LEGEND® Communications System Release 5.
Copyright © 1997, Lucent Technologies All Rights Reserved Printed in USA Document 555-650-118 Comcode 108005802 Issue 1 June 1997 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Contents Page iii Contents Contents iii IMPORTANT SAFETY INSTRUCTIONS ix New Features and Enhancements xi ■ Release 4.1 Enhancements xi ■ Release 4.2 Enhancements xiii ■ Release 5.0 Enhancements xv Prior Releases: Features and Enhancements xxi ■ Release 3.1 Enhancements xxi ■ Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page ix IMPORTANT SAFETY INSTRUCTIONS 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page x ■ The MERLIN LEGEND Communications System requires a supplementary ground. ■ 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 4.1 Enhancements Page xi New Features and Enhancements 0 Release 4.1 Enhancements 0 Release 4.1 includes all Release 4.0 functionality, plus the enhancements listed below. There are no hardware changes in Release 4.1. Coverage Timers Programmed for Individual Extensions 0 Beginning with Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 4.1 Enhancements Page xii When Coverage Control is enabled and the MERLIN LEGEND Communications System is put into Night Service, all programmed Coverage VMS Off buttons are automatically turned off (LED is unlit) and all eligible outside calls are sent to the assigned voice messaging system calling group with normal ringing delay.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 4.2 Enhancements Release 4.2 Enhancements Page xiii 0 Release 4.2 includes all Release 4.1 functionality, plus the enhancements listed below. There are no hardware changes for Release 4.2. Additional Network Switch and Services Options for ISDN Primary Rate Interface (PRI) 0 Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements Page xv whether adequate incoming phone lines and agents are available to handle peak-call load. MERLIN LEGEND Reporter support is provided via a programmable option. The default is Off, in which case the Release 4.0 SMDR reports are available.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements Page xvi to control and monitor MLX and analog multiline telephone (BIS only) operations. The physical connection for the CTI link is an MLX port on a 008 MLX or 408 MLX module on the MERLIN LEGEND Communications System control unit and ISDN link interface card plugged into the customer’s server.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements Page xvii NOTE: In the case of remote access calls, the only information that the application can collect about the caller is the remote telephone number. ■ A transfer of a call that was answered by a voice response unit ■ A transfer, redirection, or conference of a call that was answered at a DLC or at a QCC NOTES: 1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements Page xviii Any type of inside or outside line that is normally available to a single-line telephone can be assigned to a HotLine extension. Generally, the HotLine telephone does not receive calls, and its lines should be set to No Ring.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements Page xix Two or more groups may share an announcement device. A primary delay announcement device can be administered as a secondary delay announcement device.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 New Features and Enhancements Release 5.0 Enhancements MLX-5 and MLX-5D Telephones Page xx 0 MLX-5™ nondisplay and MLX-5D™ display telephones are compatible with all system releases. The display telephone includes a 2-line by 24-character display, and both telephones come with 5 line buttons. In systems prior to Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 3.1 Enhancements Page xxi Prior Releases: Features and Enhancements 0 Release 3.1 Enhancements 0 Release 3.1 includes all Release 3.0 functionality, plus the enhancements listed below. Call Restriction Checking for Star Codes 0 Beginning with Release 3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 3.1 Enhancements Programmable Second Dial Tone Timer Page xxii 0 The system manager can assign a second dial tone timer to lines/trunks, in order 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 4.0 Enhancements Default for the Default Local Table Page xxiii 0 The default Automatic Route Selection (ARS, Hybrid/PBX mode only) FRL has changed to 2 for the Default Local table. 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 4.0 Enhancements 016 Tip/Ring Module Page xxiv 0 This new module supports a 200-extension dial plan by providing 16 ports for tip/ring devices. Applications that use a tip/ring interface can connect to this board. All 16 ports can ring simultaneously. Four touch-tone receivers (TTRs) are included on the module as well.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 4.0 Enhancements Page xxv Voice Announce on Queued Call Console (QCC) 0 The system manager can enable the fifth Call button on a QCC console (Hybrid/PBX mode only) to announce a call on another user’s speakerphone (providing the destination telephone has a voice announce-capable SA button available).
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Prior Releases: Features and Enhancements Release 4.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 About This Book Intended Audience Page xxvii 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 About This Book Terms and Conventions Used Page xxviii In the USA only, Lucent Technologies provides a toll-free customer Helpline 24 hours a day. Call the Helpline at 1 800 628-2888 (consultation charges may apply), or call your Lucent Technologies representative, if you need assistance when installing, programming, or using your system.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 About This Book Security Page xxix Typographical Conventions 0 Certain type fonts and styles act as visual cues to help you rapidly understand the information presented: Example Purpose It is very important that you follow these Italics indicate emphasis. steps. You must attach the wristband before touching the connection. Italics also set off special terms.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 About This Book Related Documents Page xxx Nondisplaying authorization codes and telephone numbers provide another layer of security. For more information, see Appendix A, ‘‘Customer Support Information’’” Throughout this document, toll fraud security hazards are indicated by an exclamation point inside a triangle and the words SECURITY ALERT.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 0 Read This First Overview Page 1-1 Read This First 1 This chapter includes important background information to help you understand the system manager function and how to use this guide.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 Read This First Overview Page 1-2 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 Read This First Your Role as System Manager Page 1-3 1 Related Guides Two categories of guides are 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 Read This First The System Planning Forms Page 1-4 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 Read This First Upgrading the System Page 1-5 programming process run smoothly, the Lucent Technologies 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 1 Read This First Environmental Requirements Page 1-6 For more information about upgrading your system, contact your Lucent Technologies representative. Environmental Requirements 1 The control unit requires a regulated environment that is temperature-controlled, clean, and not exposed to direct sunlight.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background Background Page 2-2 2 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background Page 2-3 Telephone Company Central Office (CO) Customer Premises Figure 2–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background Page 2-4 CO Long Distance (Toll) Network Customer Premises CO Customer Premises Figure 2–2. The Telephone Network Telephone Equipment 2 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background Issue 1 June 1997 Page 2-5 from the cradle (off-hook), current flows and signals the CO that the caller is requesting service. Similarly, the CO signals the called party by sending current to his or her phone, causing it to ring. When the called party lifts the handset from its cradle, the current flows, indicating to the CO that the party has answered.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background ■ Page 2-6 Digital Signal. Information transmitted in a coded form (from a computer) represented by discrete signal elements; for example, off and on or zero and one.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background Page 2-7 Telephone Station ☎ ☎ ☎ ☎ ☎ ☎ ☎ Party-Line Service Private-Line Service Telephone Station Switch ☎ ☎ Central Office ☎ Figure 2–3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Background ■ Page 2-8 Level 3 and Above: Switching among All SOs. To ensure that there is a communications path from each SO to any other SO, ever-increasing levels of SOs combine larger and larger geographical areas. This is referred to as the toll network and comprises national and international service.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System System Overview Page 2-9 and the parties had hung up, the lamp associated with each connecting cord would go out and the operator knew that the call was complete and the cord could be removed. The first automatic switch was invented in 1892 by Almon B.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System System Overview Issue 1 June 1997 Page 2-10 Depending on the trunks and the telephones and other equipment selected, a wide array of features and add-on products (applications) can function according to the needs of your company.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System System Overview Page 2-11 Telephone Company Central Office (CO) Telephone Company POWER CAUTION ON OFF Turn poweroff before inserting removin or modulesg AG INPUT FR GND Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Incoming Trunks Incoming Trunks Page 2-12 2 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Incoming Trunks Telephone Company Page 2-13 Telephone Company Central Office (CO) Incoming Trunks POWER CAUTION ON OFF Turn poweroff before inserting removin or modulesg AG INPUT FR GND Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–6.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Incoming Trunks Issue 1 June 1997 Page 2-14 The types of trunks are: ■ Loop-Start Lines (Incoming and Outgoing Calls). Provide incoming and outgoing calls and are intended primarily for single-line telephones and older PBXs. They are the simplest (often the least expensive) and most common facilities in the nationwide telephone network.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Modes of Operation Page 2-15 T1 Voice Operation. A “line” can be programmed through the system, without the services of a telephone company installer, to emulate a ground-start, loop-start, tie, or DID trunk. This type of T1 operation also gives you access to special services, such as inbound 800 or WATS service for incoming, toll-free service for voice calls.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Modes of Operation Issue 1 June 1997 Page 2-16 ■ 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Modes of Operation Table 2–1. Issue 1 June 1997 Page 2-17 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Components Table 2–1. Page 2-18 Continued Comments Key Mode Hybrid/PBX Mode Behind Switch Mode All users need multiline phones. 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Components Issue 1 June 1997 Page 2-19 The MLX-20L telephone is the only telephone that can be assigned through system programming to function as a QCC. The buttons on the QCC are factory-set with fixed features. The type of console used depends on the company’s needs and the system’s mode of operation, as described earlier in this chapter.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Components Page 2-21 2 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 providing six slots for modules.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Features Page 2-22 2 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Applications Issue 1 June 1997 Page 2-23 NOTE: A CTI link is not compatible with all Macintosh OS and UNIX System clients, which must support private data in order to function with the feature. For additional information, consult the PassageWay Telephony Services Network Manager’s Guide.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Programming the System Programming the System Page 2-25 2 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Auxiliary Components Auxiliary Components Page 2-26 2 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 Lucent Technologies representative.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Auxiliary Components Issue 1 June 1997 Page 2-27 — Protection Accessories. For example, for grounding and protecting special telephone connections (like a telephone located in a different building) from lightning strikes and power surges. — Miscellaneous Accessories.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Data Communications Capabilities Data Communications Capabilities Page 2-29 2 One of the important capabilities of the system is that it can carry both voice and data communications simultaneously over the same lines.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 2 About the System Data Communications Capabilities Issue 1 June 1997 Page 2-30 (Integrated Digital Services Network) communications device to an MLX extension. Group videoconferencing may require ExpressRoute 1000s, or an ISDN terminal adapter compatible with them, which may be provided with the videoconferencing application.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 0 System Components Control Unit Page 3-1 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Page 3-2 Inside the back of each carrier is a component called the backplane, which holds the circuitry that makes it possible for the modules to “talk” to each other and for the processor module to handle the traffic among the modules.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 System Components Control Unit Page 3-3 Processor 3 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. Processor Module A super capacitor in the processor module provides backup power for the system’s clock and its memory in case of power failure or system shutdown.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit ■ Page 3-4 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Line/Trunk and Extension Modules Page 3-5 3 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Issue 1 June 1997 Page 3-6 analog multiline telephone and a modem or other adjunct at the same location in the system and give each one its own extension number, you must use two physical extension jacks on the module.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Page 3-7 NOTE: The MERLIN LEGEND MAIL® Voice Messaging System integrates a T/R module with a voice messaging system and is both a module and an application. Modules Supporting Lines/Trunks 3 Table 3–1 summarizes the modules that support lines/trunks. This section describes a few module features and modules that need additional explanation.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Issue 1 June 1997 Page 3-8 NOTES: 1. In releases prior to 4.2, only AT&T services for Lucent Technologies generic 4ESS, Lucent Technologies 5ESS, and other providers’ emulations of these services are supported. Release 4.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit ■ Issue 1 June 1997 Page 3-9 T1 Service. This service is cost-effective and convenient for many businesses. Prior to Release 4.0, it provided voice operation only. In Release 4.0 and later systems, T1 service provides voice operation or high-speed data operation. A T1 channel must be programmed for either voice or data operation and cannot be used for both. — Voice Operation.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Page 3-10 3 800 NI-BRI Module Available 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).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Table 3–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Control Unit Table 3–1. Module 800 NI-BRI* Page 3-13 Continued Line/Trunk BRI Description Capacity: 8 BRI facilities, each with 2 B-channels (“virtual” lines) for voice and data and 1 channel used for signaling. Supports: See ‘‘800 NI-BRI Module’’ on page 3-10 for details. Voice, data, video, and other services at 64 kbps over standard ISDN lines/trunks.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Table 3–1.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 System Components Telephones Page 3-17 MLX-20L telephones cannot be wall-mounted. When used as a QCC, some restrictions apply. The line buttons are not programmable, and the console cannot have an MFM. Later in this chapter, ‘‘Queued Call Consoles’’ on page 3-30 provides more information about QCCs.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-18 3 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 Connection Solution, version 2.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-20 3 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-21 replaces an MLX-10 or MLX-10D telephone, all line and feature buttons must first be removed from the extension by centralized telephone programming, so that “phantom buttons” do not exist for the new telephone. Programming instructions come with the equipment. MLX-5D telephones can be wall-mounted, but wall-mounting makes the display hard to read.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-22 replaces an MLX-10 or MLX-10D telephone, all line and feature buttons must first be removed from the extension by centralized telephone programming, so that “phantom buttons” do not exist for the new telephone. Programming instructions come with the equipment. MLX-5 telephones can be wall-mounted.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-23 DSS Buttons 00 10 20 30 40 01 11 21 31 41 02 12 22 32 42 03 13 23 33 43 04 14 24 34 44 05 15 25 35 45 06 16 26 36 46 07 17 27 37 47 08 18 28 38 48 09 19 29 39 49 Page Buttons Message Status Button Figure 3–10. Direct Station Selector Ten fixed-feature buttons with green lights are at the bottom of the DSS.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-24 NOTE: Extensions may have to be renumbered in order to have all extension numbers appear on the DSS. A fourth button (lower leftmost) is the Message Status button, which changes the mode to and from message status operation. The remaining six buttons in the bottom two rows are not used.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-25 3 Single-Line Telephones Table 3–3 lists the recommended single-line telephones. Other available single-line telephones are also supported but are not recommended for Release 3.0 or later systems. Contact your Lucent Technologies representative for more information. Table 3–3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-26 programming, but every multiline telephone automatically has two ICOM (Intercom) or three SA (System Access) buttons assigned. Whether your system has ICOM buttons or SA buttons depends on the system’s operating mode (see ‘‘Modes of Operation’’ on page 2-15 for more information about modes).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones Page 3-27 You can assign any combination of up to 10 ICOM Voice, ICOM Ring, and ICOM Originate Only buttons to each telephone on line buttons 1 through 10. The number of line buttons that you can assign to a telephone is limited only by the number of lines/trunks in the system and the number of buttons available on the telephone.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Telephones ■ Page 3-28 Personal Line. Use this button to dedicate the use of a specific outside trunk to one or more telephones in the system. You can use the personal line button to make and receive only outside calls. To make a call, press the appropriate personal line button; no dial-out code is necessary.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Operator Consoles Page 3-29 voice-announced call and the user at the destination extension has a telephone with no speakerphone, or has disabled voice announcements, the telephone rings just as if the call was made on an ICOM Ring button.) ■ ICOM Originate Only. Use this button to make inside calls only.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Operator Consoles Table 3–4.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Operator Consoles Issue 1 June 1997 Page 3-31 voice-announced calls. This setting applies to all QCCs in the system. ■ Start. Initiates the call-directing process by putting a caller on hold at the Source button and providing an inside dial tone to the system operator. ■ Source. Reconnects the system operator to the original caller before the call is connected to (released to) its destination.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Operator Consoles Page 3-32 During system programming, you assign certain features and settings to QCC operator extensions. These help determine the types of calls that ring at the extension, which calls get priority, who provides backup when the operator must be away from the phone, and more. See Chapter 4, ‘‘Features and Applications’’, and the Feature Reference for details.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adapters Page 3-33 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adapters Telephone Adapters Page 3-34 3 The adapters described below connect adjuncts to telephones. Multi-Function Module 3 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Page 3-35 A qualified service technician sets up your MFMs to work with either an adjunct or a supplemental alert. General Purpose Adapter 3 A General Purpose Adapter (GPA) enables you to connect a tip/ring (T/R) device—such as a single-line telephone, modem, or answering machine—to an analog multiline telephone.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Page 3-36 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. (See “Telephone Adjuncts” on page 3–38.) Station Message Detail Recording Printer 3 You can connect a Station Message Detail Recording (SMDR) printer to the SMDR jack on the processor module.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts System Programming and Maintenance PC Page 3-37 3 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. Beginning with version 4.25, required for Release 4.1 systems, SPM runs as a DOS application under Windows 95. The PC connects to the ADMIN jack on the processor module.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Delay Announcements Page 3-38 3 Use up to 10 primary delay announcement devices and one secondary device (Release 5.0 and later systems only) to cover incoming calls that wait for an available calling group member (see ‘‘Group Features’’ on page 4-49 for more information about calling groups).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Page 3-39 3 Headpieces Six different headpieces are available as headset components. Each is light, comfortable, and uses a transparent voice tube to eliminate any cumbersome large microphone. ■ Mirage®. Receiver fits over either ear. Not for noisy environments. ■ StarSet®. Eartip fits in ear canal. ■ Supra® Monaural. Adjustable headband and soft ear cushion.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Additional Telephone Adjuncts Page 3-40 3 You can also connect answering machines and credit card verification terminals to telephones. Data Communications Adjuncts 3 You can use a variety of data communications equipment (DCE) with the system. This equipment connects to analog, T/R (tip/ring), or MLX extension jacks and to analog or digital lines/trunks.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Page 3-41 ■ Inverse Multiplexors (IMUXs). These devices are used to allow data and video communications over two channels or B-channels of a digital facility. ■ Other Access Devices. The system also supports connection of the Ascend Pipeline 25-Px access device (Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Page 3-42 If the desktop video system supports 1B data, it can make or receive a call using only one B-channel while the MLX telephone is on a call. One B-channel is not generally adequate for video, but some desktop video applications can switch to two channels once the MLX telephone is not on a call.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Table 3–5. Page 3-43 Adjunct Summary Equipment Alerts (AC): Any audible or visual alert that operates on 20–30 Hz ringing signals; associated with a specific extension (supplemental alert). Alerts (DC): Audible or visual alert operating on 48-VDC ringing signals; associated with specific extension (supplemental alert) or works on programmed trunk jack (external alert).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Adjuncts Table 3–5. Page 3-44 Continued Equipment Dial Dictation: A device that requires contact closure can be used on LS/GS line jack only with UPAM. Description Can be connected to: LS or GS/LS trunk jack 008 OPT, 016 (Release 4.0 and later), or 012 T/R extension jack MFM and MLX extension jack GPA and analog extension jack Cannot be connected to a QCC.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Power-Related Hardware Table 3–5. Page 3-45 Continued Equipment Loudspeaker Paging: External paging system using DTMF signaling. Customer paging systems require an interface unit: for 3-wire input, PagePal can be used. Message-waiting indicator Modem Description Connects to LS or GS/LS trunk jack. Bidirectional paging supported; only one line jack is needed for multizone paging.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Power-Related Hardware System Auxiliary Power Page 3-46 3 When your system is installed, when you change the system operating mode, or when you expand your system, a Lucent Technologies technician calculates the unit load on your system and determines your overall power needs.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Power-Related Hardware Trouble Alarm Page 3-48 3 System operator consoles have programmed Alarm buttons to let you know if there is a problem with the system. An external bell or light can be attached to a console to supplement the button.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 3 System Components Power-Related Hardware Issue 1 June 1997 Page 3-49 When your system was planned, your Lucent Technologies representative made sure that it had a module to support one or more PFT telephones in case of an emergency. For more information, contact your Lucent Technologies representative. NOTES: 1. The PFT jack does not operate unless a power outage occurs or the power supply units are turned off. 2.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 0 Features and Applications Features Page 4-1 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-2 ■ 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.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Basic Calling and Answering Page 4-4 4 This Feature Finder (Table 4–1) covers features that users and Direct-Line Console (DLC) operators may need for basic calling and answering. Operator-only features are listed in the Operator Feature Finder.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–1. Page 4-5 Feature Finder: Basic Calling and Answering Basic Calling and Answering Type PROG Considerations Feature Name Answering calls Caller ID MLX display only; requires 800 GS/LS-ID module and caller identification service from phone company. See the phone number of an outside caller before answering.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–1. Page 4-6 Continued Basic Calling and Answering Type PROG Considerations Feature Name Answering calls (continued) Answer calls that come to your extension while you are at another extension. User EXT Forward and Follow Me Answer without using your hands, using a Hands-Free Unit.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Issue 1 June 1997 Features and Applications Features Table 4–1. Page 4-7 Continued Basic Calling and Answering Type PROG Considerations Feature Name Dialing and calling Dial an inside or outside number with one touch. User EXT Call anyone in a group at your company. Group SYS Automatically dial a preset outside or inside number by picking up the handset on a single-line telephone.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–1. Page 4-8 Continued Basic Calling and Answering Type PROG Considerations Feature Name Dialing and calling (continued) Make a call outside normal office hours. User SYS Call a number you dialed before. User EXT All but QCC Call a busy extension and reach it when it is available. User EXT All but QCC.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–1. Page 4-9 Continued Basic Calling and Answering Type PROG Considerations Feature Name Paging User SYS Group SYS Only MLX (except Speakerphone Paging QCC) and BIS phones Group Paging Page all the people at your company who have speakerphones. User SYS See item above.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–1. Page 4-10 Continued Basic Calling and Answering Type PROG Considerations Feature Name Transferring calls Transfer a call to an inside or outside number. General SYS Transfer Different on QCC. In Release 4.0 and later, system manager can disable Transfer on single-line phones. Transfer a call with one touch.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Covering Calls and Having Calls Covered Page 4-11 4 The Feature Finder in Table 4–2 covers features that users and Direct-Line Console (DLC) operators may need when they are either covering calls for others or having their calls handled by others.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–2. Page 4-12 Feature Finder: Covering Calls and Having Calls Covered Covering Calls and Having Type Calls Covered PROG Considerations Feature Name Covering others’ calls In a calling group, cover calls for another group. Group SYS Not for QCC Group Calling Group Coverage In a calling group, answer calls ringing for others in your group.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–2. Page 4-13 Continued Have all your calls covered by a co-worker. SYS Primary Coverage Have your calls ring immediately at your extension or only after a delay. User EXT CNT SYS CNT used for single-line phones or devices connected to MFMs; Release 4.1 and later: system manager sets delays for each sender.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Calling Privileges and Restrictions Page 4-14 4 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–3. Page 4-15 Feature Finder: Calling Privileges and Restrictions Calling Privileges and Restrictions Type PROG Considerations Feature Name Preventing people from making calls Prevent calls from coming to your extension. User EXT Not for operators Do Not Disturb Prevent an extension from making outside calls.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–3. Issue 1 June 1997 Page 4-16 Continued Calling Privileges and Restrictions Type PROG Considerations Feature Name Allowing calls Allow people to use their own calling privileges at others’ extensions. General SYS Authorization Codes When calling restrictions are applied, allow calls to certain numbers or area codes.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Customizing Phones Page 4-17 4 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 his or her own phone’s ringing from those around them.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–4. Issue 1 June 1997 Page 4-18 Feature Finder: Customizing Phones Customizing Phones Type PROG Considerations Feature Name Give your phone its own distinctive ring. User EXT Personalized Ringing Change the way your phone rings when you are already on a call. User EXT Abbreviated Ring Delay or remove the ring from an outside, SA, or ICOM button.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Messaging Page 4-19 4 The system includes a number of messaging features (see Table 4–5) that allow people at your company to let others know when they have 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–5. Issue 1 June 1997 Page 4-20 Feature Finder: Messaging Messaging Type PROG Considerations Feature Name Leaving messages Call and let a co-worker with a display phone know that you have called. User EXT Not for QCC Leave Message Let a co-worker with a display phone know you wish to speak with him or her, without calling.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–5. Page 4-21 Continued Messaging Type PROG Considerations Feature Name Setting up messaging Change the posted messages that users can choose from. Gener al SYS Labeling Change the extension information that appears on display telephones that have messages. Gener al SYS Labeling Set up a voice messaging system to take calls.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-22 4 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 Set your own phone to ring at a certain time as a reminder.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Page 4-23 Feature Finder: System Manager’s Functions and Features 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. Group SYS Group Calling Set up a group that shares an extension number to cover calls for others.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Issue 1 June 1997 Page 4-24 Continued System Manager’s Functions and Features Type PROG Considerations Feature Name Group activities (continued) Gener Set up as many as 10 al primary delay announcement devices and 1 secondary device (Release 5.0 and later systems only) to play recorded messages to waiting callers when group members are unavailable.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Page 4-25 Continued Copy line assignments, buttons, and features from one extension to another. System Manager’s Functions and Features User Type CNT See System Programming PROG Considerations Extension Copy Line Copy Feature Name Lines, line buttons, fixed-feature butto Assign lines that can be answered without operator involvement.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Page 4-26 Continued System Manager’s Functions and Features Type PROG Considerations Feature Name User SYS Microphone Disable Gener al SYS Maintenance (continued) For noisy places: turn off microphone at a phone so that a user hears voice pages but must lift the handset to respond. Fix problems with the switchhook, Recall, or Flash button.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Page 4-27 Continued System Manager’s Functions and Features Type PROG Considerations Feature Name Operators (continued) Prevent DLC operators from accidentally disconnecting callers.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–7. Issue 1 June 1997 Page 4-28 Continued System Manager’s Functions and Features Type PROG Considerations Feature Name Security (continued) Change voice messaging and Night Service passwords frequently. User SYS See guide for VMS Night Service Delete unused voice messaging and Night Service passwords immediately.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Special Operator and Supervisor Features Page 4-29 4 The Feature Finder in Table 4–8 lists features that are available only to operators. Many of the features listed in other categories are also used by operators, but are not exclusively designed for them.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–8. Page 4-30 Feature Finder: Special Operator and Supervisor Features Special Operator and Supervisor Features Type Set others’ phones to ring at Operator a certain time as a reminder.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Table 4–8. Page 4-31 Continued Special Operator and Supervisor Features Type PROG Considerations Call an inside or outside number with one touch. Operator AUTO MLX phones or System Direct Station Selector Display Consoles only Find out about the Alarm button that signals a system problem.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Feature Descriptions Page 4-32 4 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-33 Sharing Lines 4 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).
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-34 to the forwarded-to extension. If a call is not answered at the forwarding extension (or if, in Release 4.1 and later systems, the sender’s SA or ICOM lines are busy), it then rings at the extension to which forwarding has been programmed. The system manager programs a forwarding delay so that a calls rings from zero to nine times before being forwarded.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-35 Generally, it is best for callers to receive individual attention. If a sender has Individual Coverage, the receiver can answer with the sender’s name. When someone is receiving calls for a coverage group, however, he or she does not know, when the call rings, who the caller is trying to reach.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-36 button at an extension is already set properly when there is a change in Night Service status, the setting remains. (For more information about Night Service, see ‘‘Night Service with Outward Restriction’’ on page 4-44 and ‘‘Night Service Groups’’ on page 4-50.) Table 4–9 summarizes coverage control options for senders. Table 4–9.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-37 ■ It reduces the burden on the operator. ■ It allows the caller to decide whether to leave a message or speak to an operator. ■ It allows the caller to leave a message without waiting for the operator to answer. The Direct Voice Mail feature also allows a caller to leave a message in a voice mailbox without calling the person’s extension first.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-38 4 Summary Table 4–10 illustrates the various ways that calls can be covered. Table 4–10. Features for Covering Calls Feature Follow Me Covered by Any individual Description A person forwards his/her calls, turning the feature on at the destination phone.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-39 Table 4–10. Continued Feature Remote Call Forward Covered by Outside phone Group A calling Coverage group, QCC operator, or individual Description A person temporarily forwards his or her calls to an outside extension, turning the feature on at the destination phone or at the originating phone. Coverage for a group of people.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-40 Table 4–10. Continued Feature Shared SA Buttons Covered by One or more individuals Description Hybrid/PBX only. Allows people who share an SA button (SSA buttons) to answer calls for the principal user (SA button). Users can join each other’s calls, but Privacy can prevent this. The principal user controls ringing at SSA buttons.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-41 special services from the CO. For example, in many areas a telephone user can dial *67 before a telephone number to disable central office-supplied caller identification at the receiving party’s telephone. (To allow or disallow star codes preceding a call, see ‘‘Revising Allowed Lists’’ on page 6-69 or ‘‘Revising Disallowed Lists’’ on page 6-72.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-42 ■ Some voice messaging systems (described later in this chapter) permit outcalling. That is, these systems can be programmed to call an outside number to deliver messages or faxes. This feature can be used for toll abuse, so consider calling restrictions for lines used by such systems. ■ Remote Call Forwarding can be allowed or disallowed for your system.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-43 In Release 3.1 and later systems in Hybrid/PBX mode, remote access users are automatically restricted from making outside calls using the system. See ‘‘Facility Restriction Levels (FRLs)’’ on page 4-44 for more information.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-44 Night Service with Outward Restriction 4 Apply to: Whole system Use with: Night Service Emergency List and Night Service Exclusion List. Includes emergency numbers (including, for example, the number dialed by a HotLine) that can be dialed regardless of restrictions. No password is required.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-45 In conjunction with FRLs assigned to routes, FRLs from 0 to 6 are also assigned to extensions and are used to determine whether callers have permission to use the routes. For an extension, 0 is the most restricted and 6 is the least restricted. To use a route, the extension must have an FRL equal to or greater than the route’s FRL.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features ! Page 4-46 SECURITYlALERT: The MERLIN LEGEND Communications System ships with ARS activated with all extensions set to Facility Restriction Level 3, allowing all international calling.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features ■ Page 4-47 Authorization codes can be used for call control and call accounting through the Station Message Detail Recording (SMDR) printout. However, if the user enters both an authorization code and an account code, the account code takes precedence and is stored in the SMDR record. For more information about authorization codes, see the Feature Reference .
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-48 central office star codes and the CO issues a second dial tone after a pause, see System Programming for information about including a timed delay that causes the system to prevent the call when digits are entered during the pause. ■ Station Message Detail Recording (SMDR).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-49 ■ Auto Dial buttons require programmed line buttons but are useful for people who have those buttons available and make many calls to a few numbers. They are also useful for entering account codes and other dialed codes and may be appropriate for people who frequently enter the same codes.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-50 ■ The light on a Calls-In-Queue Alarm button on a phone goes on when too many calls are waiting for the group. In Release 5.0 and later systems, the system manager or calling group supervisor can specify up to three alarm levels to indicate increasing severity.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Issue 1 June 1997 Page 4-51 operator position but not included in a Night Service group, Night Service does not affect it.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-52 4 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’’ on page 4-34). ■ Paging groups are used for extensions that have speakerphones and are located in the same work areas or departments.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-53 allows communications at double the speed of a single digital channel or B-channel, that is, at 112 or 128 kbps. Depending upon the equipment you are using, there are many interactions between data workstations and system features. Not all features are available at all data workstations.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Features Page 4-54 System Programming includes instructions for adding, deleting, and changing barrier codes. 4 Account Codes If your company requires that telephone costs be associated with specific projects, departments, or clients, you should take advantage of the Account Code Entry and Forced Account Code Entry features of the system.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Page 4-55 When you add or change extensions in your system, you may also need to change Facility Restriction Levels (FRLs), the calling restriction feature of ARS. This is not difficult, as long as you refer to the FRLs already programmed for facilities on the system.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Page 4-56 In addition, Centrex services are supported by the system; Centrex is supplied by a service provider. The system also allows the use of the Primary Rate Interface (PRI) platform for accessing servicesto which you can subscribe. In Release 4.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Issue 1 June 1997 Page 4-57 In Release 5.0 and later systems, the Computer Telephony Integration (CTI) link enables the use of worktop software applications for controlling and monitoring calls. The link operates on the system in conjunction with LANs (local area networks) running Novell NetWare server software and is part of the PassageWay Telephony Services workgroup product.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Issue 1 June 1997 Page 4-58 Table 4–12. Continued Category and Name Key H/PBX BS Description Standalone Programming System Programming and Maintenance (SPM) DOS-based PC software that enables system programming from a PC instead of an MLX-20L telephone. See System Programming for a complete description.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Issue 1 June 1997 Page 4-59 Table 4–12. Continued Category and Name Integrated Package Intuity AUDIX Fax Messaging ICAS CONVERSANT Multi-use Telephone MERLIN PFC Key H/PBX BS Description Provides a single interface to the applications and allows easy integration of general system programming with programming for applications. CAS is described above.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Voice Messaging Systems Page 4-60 4 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).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Page 4-61 Table 4–13 describes the services available by product. Note that MERLIN LEGEND MAIL services apply to MERLIN MAIL as well. Table 4–13. Voice Messaging Systems Service or Application Description Automated Answers calls with recorded greeting and Attendant menu of choices; transfers calls as callers 1 prompt.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Page 4-62 Table 4–13. Continued Service or Application Description General Provides two special mailboxes with mailbox reserve extension; callers with rotary-dial phones or needing help can leave messages. Fax Call Allows storing of faxes when extensions Coverage are busy or unanswered. Allows users without fax machines to get faxes for later printing.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Issue 1 June 1997 Page 4-63 are overheard in a public location, lost through theft of a wallet or purse containing access information or through carelessness (writing codes on a piece of paper and improperly discarding them). Additionally, hackers may use a computer to dial a password and then publish the information to other hackers. Substantial charges can accumulate quickly.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 4 Features and Applications Applications Issue 1 June 1997 Page 4-64 A 012 or 016 port (Release 4.0 and later) that is programmed as a generic VMI port or a MERLIN LEGEND MAIL Voice Messaging System port (including the Remote Maintenance Device port) can transfer an outside call to an outside number if the default settings are changed in Release 3.1 and later systems.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Issue 1 June 1997 Putting the System to Work Page 5-1 0 Putting the System to Work 5 This chapter provides a variety of sample business scenarios to help you understand 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 1: A Small Office Scenario 1: A Small Office Page 5-2 5 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 1: A Small Office Table 5–1. Issue 1 June 1997 Page 5-3 Continued Staff Member Billing Clerk Operator/ Receptionist Needs Quick dialing of insurance company numbers Console with four incoming lines; if one line is busy, calls automatically go to the next line.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 1: A Small Office Page 5-4 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Issue 1 June 1997 Putting the System to Work Scenario 1: A Small Office Page 5-5 ■ 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Page 5-6 — For fax machine: No coverage ■ After-Hours Coverage. Night Service feature with Group Assignment to ring in the doctor’s office, nurse’s station, and office manager’s office.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Putting the System to Work Scenario 2: A Professional Office 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Page 5-9 5 Executive Staff Table 5–2 describes the needs of the executive staff. Table 5–2. Executive Staff Needs Staff Member Partners Needs Partners’ calls do not ring at their phones. Partners never answer their own phone calls; executive secretaries answer all their calls.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Page 5-10 5 Secretarial Staff Table 5–3 describes the needs of the secretarial staff. Table 5–3. Secretarial Staff Needs Staff Member Partners’ Executive Secretaries Needs Answer all of their bosses’ calls. Calls come directly and through the operator.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Administrative/Support Staff Page 5-11 5 Table 5–4 describes the needs of the administrative/support staff. Table 5–4. Administrative/Support Staff Needs Staff Member Paralegals Needs If a paralegal is not available, another in the group picks up the call.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Page 5-12 5 Other Needs Table 5–5 describes some of the miscellaneous needs of the office. Table 5–5. Other Needs Extension All staff members Needs 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Issue 1 June 1997 Page 5-13 analog equipment (fax machines and modems) is restricted to speeds no higher than this. ■ Equipment.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Page 5-14 ■ Dialing Features. System Directory or System Speed Dial codes for all users and devices; Personal Directories for operator, partners, and office manager; Auto Dial buttons for MLX-28D users; Personal Speed Dial codes for MLX-10DP and MLX-5D telephones, modems, and fax machines. ■ CTI Link Applications (Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Issue 1 June 1997 Page 5-15 ■ Terminal adapters for high-speed 64-kbps data communications by fax, or PC ■ Ascend Communications, Inc.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Table 5–6. Law Firm Call Coverage and Call-Handling Staff Member Needs Partners Never answer phone calls; all calls answered by their executive secretaries. If no executive secretary is available, calls can go to voice mail, if desired.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Table 5–6. Page 5-18 Continued Staff Member Needs Paralegals If a paralegal is not available, another paralegal takes the call. If the forwarded-to receiver is not available, the forwarding extension turns off the Forwarding feature and calls receive voice mail coverage.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 2: A Professional Office Table 5–6. Issue 1 June 1997 Page 5-19 Continued Staff Member Office/ System Manager Bookkeeping Department Members Word Processing Pool Operator/ Receptionist Needs If manager is not available, voice mail answers. Occasionally forwards calls to general secretary or works at another desk. Fax/modem If a bookkeeper is not available, another picks up call.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Putting the System to Work Scenario 2: A Professional Office Page 5-20 Library Main Entrance VMS Figure 5–4. Law Firm Call Coverage 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company ! Issue 1 June 1997 Page 5-22 SECURITYlALERT: The MERLIN LEGEND Communications System ships with ARS activated and all extensions set to Facility Restriction Level 3, allowing all international calling.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Page 5-23 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Page 5-25 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Table 5–8. Page 5-26 Work Group Needs Work Group President and vice-presidents, W. Coast Division Mgr., Plant Mgr., Personnel Mgr.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Table 5–8. Page 5-27 Continued Work Group Order-Takers and Customer Service Personnel Needs Stringent calling restrictions for all agents except those allowed to use WATS services.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Table 5–9.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Issue 1 June 1997 Page 5-29 Order-takers and customer service staffers use a different T1 facility, which is programmed for the PRI access arrangement. This provides call routing by dial plan for DID-like functionality and allows them to take advantage of Caller ID services that the company subscribes to from network service providers.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Page 5-30 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company Issue 1 June 1997 Page 5-31 Five delay announcement devices (Release 5.0 and later systems) are attached to play messages for customers calling both groups.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Scenario 3: A Dual-Location Company ■ Page 5-32 Sales Group. Remote Access passwords (barrier codes) help ensure that field representatives, not hackers, are able to first access the system and then call out; passwords are associated with ARS restrictions, and the system manager changes them often.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System Page 5-33 understand how to get the most from the lines/trunks that the company has. MERLIN LEGEND Reporter helps managers balance staffing, staff training, and facilities needs to serve customers effectively and efficiently. Optimizing Your System 5 This section describes some features and applications that you read about in the scenarios.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System Page 5-34 employing a variety of visual aids, including interactive writing and drawing, prepared text and graphic materials, and prerecorded audio and video material. You can have all the advantages of face-to-face meetings while decreasing your travel budget.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System Page 5-35 NOTE: A DLC only passes calling party information when it is not one of the extensions using a CTI application. For details, see the Feature Reference. Incoming/Outgoing Calls LAN Client Desktop MERLIN LEGEND Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System System Requirements Page 5-36 5 A CTI link requires the following equipment and software: ■ MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System Page 5-37 using the touch-tone keys on the telephone. It enables your customers to have access to your business and services on a 24-hour, seven-days-per-week basis.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 5 Putting the System to Work Optimizing Your System Issue 1 June 1997 Page 5-38 Using Caller ID, you can also integrate the calling party information with various applications that your business uses. For example, you can quickly identify the caller, then access and display his or her account information from your computer database while you are on the call.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Issue 1 June 1997 Managing the System Page 6-1 0 Managing the System 6 This chapter helps 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Using the Programming Procedures Page 6-3 ■ For information about the planning forms, see System Planning. If you don’t have this guide, contact your Lucent Technologies representative. ■ For information about the features, including important feature interactions, see the Feature Reference.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Using the Programming Procedures Console/Display Instructions Page 6-4 Additional Information PC Select the line button to which you want to assign the feature. xxxx = extension entered in Step 2 Select Button: Extension Program xxxx Page 1 Page 2 Press the line button or function key that corresponds to your selection.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Page 6-5 The summary programming procedures describe steps for both the console and the PC. You should use the appropriate procedure. The format is as follows: Console Procedure PC Procedure More→Labeling→ Grp Calling→Dial calling group ext. no.→Enter→Drop→Enter label→ Enter→ Exit→Exit → → →Type calling group ext. no.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Page 6-6 — PC with System Programming and Maintenance (SPM) Software. A PC directly connected through its serial port to the lower RS-232 port on the control unit’s processor module, or a PC dialing into the system through a modem either locally or remotely. SPM emulates a system programming console on your PC. ■ Extension Programming.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Page 6-7 Your system information appears in place of xxxx. System Set-up Review and Exit Size: xxxx Type: xxxx Operator: xxxx xxxx xxxx xxxx xxxx xxxx Exit Figure 6–1. Information Screen 6 Menu Selection Screens A menu selection screen prompts you to select a listed option. The screen title is the first line on all screens.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Page 6-8 on the console or next to Enter ( on the PC).You can use the Inspect feature to view, verify, or check the entries you save: press the Inspct fixed display button on the console or press D on the PC.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Table 6–2. Page 6-9 System Programming Menu Options Option System SysRenumber Operator LinesTrunks Extensions Options Tables AuxEquip NightSrvce Labeling Data Print Cntrl Prog Language Description Set system operating conditions. Select the system numbering plan and/or reassign extension numbers with 1- to 4-digit numbers.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Issue 1 June 1997 Page 6-10 For quick reference, Table 6–3 shows the PC keys that correspond to the screen key selections on most screens. These PC keys do not appear on the console display screen. Table 6–3. Screen Keys Display/Key BackSpace / Function Change your entry. Select Backspace ( on the PC) to correct your entry.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Table 6–3. Page 6-11 Continued Display/Key Function Complete a procedure. In a few cases, you return to the System Programming menu when you select Exit. In most cases, you return to an intermediate step within the procedure.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Introduction to System Programming Table 6–4. Idle State System Forced Idle Page 6-12 Idle States Description The entire system (every line and every extension) is idle. No calls can be made or received. Procedures Select system mode (Lucent Technologies only). Identify system operator positions.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from the Console ■ Page 6-15 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. Display the main menu shown in Figure 6–8. — More.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from the Console ■ Page 6-17 The middle column, “Additional Information,” contains explanatory information if necessary. The System Programming menu in Step 4 is described in ‘‘System Programming Menu’’ on page 6-8. For information about the procedure format, see ‘‘Using the Programming Procedures’’ on page 6-3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from a PC with SPM Table 6–5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from a PC with SPM Page 6-19 6 Types of PC Connections There are three ways to connect the PC to the control unit: ■ Direct Local Connection. For a direct local connection, you must connect the PC to the system programming jack (labeled ADMIN). This is the lower modular RS-232 jack on the processor module. (The upper jack is reserved for the SMDR printer.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from a PC with SPM Issue 1 June 1997 Page 6-20 Console/Display Instructions Additional Information If the PC does not have a hard disk, insert the SPM diskette into Drive A. Type a: and press 2 . A:> appears on the screen. Type spm and press 2 to display the SPM Welcome screen shown below. X.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from a PC with SPM With a Local or Remote Modem Connection Page 6-21 6 The method you use to access SPM by modem depends on whether you are programming on site (locally) or from a remote location. ■ If you are on site, the modem must be connected to a 012 or a 016 (Release 4.0 and later only) module on the control unit.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Programming from a PC with SPM Issue 1 June 1997 Page 6-22 To access SPM through a local or remote modem connection, follow the steps below. For more information about the procedure format, see ‘‘Using the Programming Procedures’’ on page 6-3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Page 6-23 NOTE: The function keys shown on either side of the display are included here for quick reference. On the PC screen, these do not look like actual keys. Perform the procedures contained in the task descriptions later in this chapter.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Console/Display Instructions Issue 1 June 1997 Page 6-24 Additional Information PC Go to the second screen of the System Programming menu. System Programming: > Press More. U Make a Selection System Extensions SysRenumber Options Operator Tables LinesTrunks AuxEquip Exit NightSrvce Select Centralized Programming.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Page 6-25 next section. For detailed information about the List Feature option, see Chapter 5 in System Programming. Guidelines for Programming Extensions 6 Review the items below before you begin to program extensions.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Issue 1 June 1997 Page 6-26 NOTES: If you are programming buttons at an extension with an MLX-16DP, MLX-5D, or MLX-5 telephone, keep the following in mind: ■ The system recognizes the MLX-16DP as an MLX-28D. If you are replacing an MLX-28D with an MLX-16DP, remove all line and feature button assignments from the extension first.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Console/Display Instructions Issue 1 June 1997 Page 6-27 Additional Information PC Specify the extension you want to program. Centralized Programming: Enter extension Dial or type: Extension number: [nnnn] Slot and port number: *[sspp] Logical ID number: #[nnn] Ã Backspace Exit Enter Console/Display Instructions Save your entry.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Console/Display Instructions Page 6-28 Additional Information PC Program the feature(s).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Table 6–6.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Feature Pickup: Line Posted Message Privacy Recall Reminder Service: Set Reminder Service: Cancel Return Call Saved Number Dial* Scroll Signaling SA/ICOM Ring3 SA/ICOM Voice‡ SA/ICOM Originate Only‡ System Speed Dial Transfer† 1. 2. 3.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Console/Display Instructions Issue 1 June 1997 Page 6-31 Additional Information PC Select Copy Extension. Centralized Programming: Make a selection Program Ext Copy Ext Exit Enter Specify the number of the extension from which you want to copy programming features. Extension Program Copy: Dial or type [nnnn].
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Centralized Telephone Programming Console/Display Instructions Page 6-32 Additional Information PC Either continue to copy line assignments and programmed features from the copy extension shown to another extension or go to Step 7. Select Enter ( ) to continue copying line assignments from the extension currently displayed on Line 1 to additional extensions.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Using Reports Console Procedures Page 6-33 To copy to a single extension: Extensions→Line Copy→Single→Dial copy from ext. no.→Enter→Dial copy to ext. no.→Enter→ Exit→Exit To copy to a block of extensions: Extensions→Line Copy→Block→Dial copy from ext. no.→Enter→Dial ext. no. of first telephone in block→ Enter→Dial ext. no.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Using Reports Issue 1 June 1997 Page 6-36 NOTES: 1. If you select the All option, the reports take several minutes to print. You may want to schedule use of the printer during off-peak hours. 2. If you select a report for which there is no information, the report header still prints. 3. Print reports if you cannot back up your system programming information. 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Setting System Date and/or Time Page 6-37 NOTE: The Extension Information report incorrectly lists MLX-16DP telephones as MLX-28D telephones. In releases prior to 5.0, MLX-5D and MLX-5 telephones are listed as MLX-10D and MLX-10 telephones, respectively. If you have MLX-16DP, MLX-5D, and MLX-5 telephones in your system, keep a separate log of the extension numbers. In Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Backing Up the System Page 6-38 6 Programming Instructions Console Procedure PC Procedure System→Date or Time→Drop→Dial current date or time→Enter→Exit → or → ! + time→ → Backing Up the System 0→Type current date or 6 Use this procedure to make a copy of your customized system data.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding an Extension o o o Page 6-39 Open the System Programming menu from the console or a PC with SPM. Program the change(s), following the instructions for “Backup” in the “Memory Card” section of System Programming, Chapter 3, or the summary programming instructions below. When you have finished, leave the Translation memory card in the PCMCIA interface slot.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding an Extension Page 6-40 Task List: Adding an Extension o o 6 Obtain Form 2a, System Numbering: Extension Jacks. Also obtain any other relevant forms, including group-assigned feature forms (for example, Form 7c, Group Coverage) and forms for the individual extension (for example, Form 4d, MLX Telephone). Appendix D of this guide includes a list of the planning forms.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Moving an Extension Page 6-41 NOTE: This task requires an idle condition: Extension Forced Idle. Also, you may choose to use the Copy Extension procedure described in ‘‘Copying Feature and SA/ICOM Buttons’’ on page 6-28.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Removing an Extension ■ Page 6-42 Follow the procedure in this section. If the extension is not wired or is wired but not connected to the system, or if you are not sure, you must call Lucent Technologies at 1 800 247-7000 to arrange for this to be checked or completed.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Removing an Extension Page 6-43 6 Planning Guidelines When you remove an extension, you need to remove it from any groups and lists to which it is assigned, for example, Allowed Lists, calling restrictions, Coverage, calling group, Pickup group, paging group, and/or Night Service. Task List: Removing an Extension o o o 6 Obtain Form 2a, System Numbering: Extension Jacks.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Assigning a HotLine Extension Assigning a HotLine Extension Page 6-45 6 Available in Release 5.0 and later systems for Hybrid/PBX, Key, and Behind Switch systems, the HotLine feature allows a system manager to assign single-line telephones as HotLines. When a user lifts the handset of a HotLine telephone, the telephone automatically dials an inside extension or outside number.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Calling Restrictions Page 6-46 Task List: Assigning a HotLine Extension o o o 6 Assemble any required system planning forms, for example, System Form 4f, Tip/Ring Equipment. Open the System Programming menu from the console or a PC with SPM.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Calling Restrictions Page 6-47 In Release 3.1 and later systems, checking for calling restrictions is reset after entered star codes pass those restrictions (in some areas, star codes are provided by the central office to allow the use of special features available from the local telephone company).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Trunk-to-Trunk Transfer Status o o Page 6-48 Program the change(s), following the instructions for “Call Restrictions” in the “Optional Telephone Features” section of System Programming, Chapter 3, or the summary programming instructions below. When you have finished, file the form(s) with the rest of the planning forms.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options Changing Coverage Delay Options Page 6-50 6 Prior to Release 4.1, system managers used system programming to specify systemwide coverage delays. In Release 4.1 and later systems, these settings are replaced by ring delay settings for each extension.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options Table 6–8. Issue 1 June 1997 Page 6-51 Ring Delays Affecting Coverage Timer Coverage Delay Interval* Group Coverage Ring Delay Primary Cover Ring Delay Factory Setting Range 3 rings 1–9 rings 3 rings 2 rings 1–9 rings 1–6 rings Description Release 4.0 and prior systems, set systemwide.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options Table 6–8. Issue 1 June 1997 Page 6-52 Continued Factory Setting Range Secondary Cover Ring Delay 2 rings 1–6 rings Release 4.1 and later systems, programmable for each extension. In addition to the fixed Secondary Coverage Delay Interval (2 rings), this timer sets the delay before a Secondary Cover button programmed for Delay Ring begins to ring audibly.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options Table 6–9. Issue 1 June 1997 Page 6-53 Group Coverage Call Delivery Rules (Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options Page 6-54 6 Planning Guidelines When you plan cover delays, consider whether the sender is part of a coverage group or not. If the sender is covered by only individuals, delays are fairly easy to plan, depending on whether the sender never plans to answer calls or plans to answer them when he or she is at the extension.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Coverage Delay Options o o Page 6-55 Program the change(s), following the instructions for “Coverage Delays” in the “Telephones” section of System Programming, Chapter 3, or the summary programming instructions below. When you have finished, file the forms with the rest of the planning forms.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding/Removing a Line Adding/Removing a Line Page 6-56 6 Use this procedure to add a line to or remove a line from the system. 6 Planning Guidelines If you are adding a new line and need to order a module to connect the line, coordinate the installation and connection dates to ensure that the new module is installed before the line is connected to the system.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a DLC Operator Position Adding a DLC Operator Position Page 6-57 6 Use this procedure to add a DLC operator position to either an MLX or an analog multiline extension module. To add a QCC operator position, see the next section, ‘‘Adding a QCC Operator Position’’ on page 6-60.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a DLC Operator Position Page 6-58 The procedure to add an operator position involves several tasks that require decisions, for example, assigning features like calling restrictions, Coverage, calling group, Pickup group, paging group, Night Service, Forced Account Code Entry, and Remote Call Forwarding.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a DLC Operator Position o Issue 1 June 1997 Page 6-59 Assign the jack, following the instructions for “DLC 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a QCC Operator Position o o o Page 6-60 Assign other buttons, for example, Night Service, Send/Remove Message, Camp-On, headset, Auto Dial, Forward, Pickup, or Group Pickup, following instructions in Chapter 5, “Centralized Telephone Programming,” of System Programming.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a QCC Operator Position Page 6-61 Table 6–11. Maximum Number of Operator Positions Position Type Maximum Positions Type of Telephone QCC MLX-20L 4 DLC MLX-20L 8 MLX-28D BIS-34D, BIS-22, or BIS-22D analog multiline telephone MERLIN II Display Console QCC button assignments are automatic and factory-set. In Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a QCC Operator Position o o o o o o o o o o Page 6-62 If necessary, read “Queued Call Console” in the Feature Reference for detailed information about QCC consoles. Check Form 2a for available operator-position jacks; look for the shaded first and fifth lines on the form.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding Operator Features Page 6-64 QCC Operator Voice Announce to Busy (Release 4.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Connecting Auxiliary Equipment Issue 1 June 1997 Page 6-66 Valid Entries Line/trunk numbers For Loudspeaker Paging 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 ASCAP or BMI).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Connecting Auxiliary Equipment Page 6-67 For Voice Messaging System and Automated Attendant The number of rings cannot be programmed for individual voice messaging systems; the single setting applies for all. Use the Group Type procedure in “Optional Group Features” (Chapter 3, System Programming) to assign VMI ports as either integrated or generic.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Calling Group Assignments Page 6-68 For a voice messaging system and auto attendant: Console Procedure PC Procedure AuxEquip→VMS/AA→TransferRtn→Drop→Dial no. of rings→Enter→TT Duration→Drop→Dial no. of ms→ Enter→TT Interval→Drop→Dial no. of ms→ Enter→Exit→Exit 0 → → →! + →Type no. of rings→ → →! + →Type no. of ms→ → → ! + →Type no.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Allowed Lists Page 6-69 NOTE: To assign an extension to a new calling group, you must remove it from its old group before programming the new assignment. Valid Entries Extension numbers Task List: Changing Calling Group Assignments 6 o o o o o o Obtain Form 7d, Group Calling.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Allowed Lists Planning Guidelines Page 6-70 6 Revising Allowed Lists may affect other features, including Auto Dial, Automatic Route Selection (ARS), calling restrictions, Conference, Directories, Forward and Follow Me, Night Service, personal lines, Remote Access, Speed Dial, and Toll Type. For more information, see the Feature Reference.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Assigning Allowed Lists to Extensions Page 6-71 8 lists for each telephone NOTE: If you program 0 as the first digit of a list entry, any toll restriction assigned to the extension is removed for calls that can be placed by a toll operator. Also, special characters (such as Pause) are not permitted in Allowed List entries.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Disallowed Lists Page 6-72 Valid Entries 0 to 7 Task List: Assigning Allowed Lists to Telephones6 o o o o o o Obtain Form 6e, Allowed Lists and, as appropriate, the form(s) for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c. If necessary, read “Allowed/Disallowed Lists” in the Feature Reference for detailed information about this feature.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Disallowed Lists Issue 1 June 1997 Page 6-73 routing calls. Star codes are provided by the central office (CO) to allow the use of special features (for example, in many areas *70 turns off a call-waiting feature provided by the central office). In Release 3.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Disallowed Lists Issue 1 June 1997 Page 6-74 Valid Entries 11 digits for each number (+ wildcard Pause character, entered by pressing the Hold button) Asterisk (*) or star or 11 (Release 3.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Assigning Disallowed Lists to Extensions Task List: Changing Disallowed Lists o o o o o o Page 6-75 6 Obtain Form 6f, Disallowed Lists and, as appropriate, the form(s) for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c. If necessary, read “Allowed/Disallowed Lists” in the Feature Reference for detailed information about this feature.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Group Coverage Assignments Task List: Assigning Disallowed Lists to Extensions o o o o o o Page 6-76 6 Obtain Form 6f, Disallowed Lists and, as appropriate, the form(s) for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c. If necessary, read “Allowed/Disallowed Lists” in the Feature Reference for detailed information about this feature.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Night Service with Group Assignment Task List: Changing Group Coverage Assignments o o o o o o Page 6-78 6 Obtain Form 7c, Group Coverage. If necessary, read “Coverage” in the Feature Reference for detailed information about this feature. Plan changes using the planning guidelines above; record the new values on Form 7c.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Night Service with Group Assignment Page 6-79 to be assigned to the Night Service group operator’s extension, nor are all lines assigned to an operator position automatically assigned to that operator’s Night Service group. If a line is assigned to a Night Service operator extension but not assigned to the Night Service group, it is excluded from Night Service.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Night Service with Coverage Control 6 Programming Instructions Console Procedures Page 6-80 To assign a calling group to a Night Service group: NightSrvce→GroupAssign→Calling Group→Dial ext. no. of Night Service operator→Enter→Dial calling group no.→Enter→Exit→Exit To assign an extension to a Night Service group: NightSrvce→GroupAssign→Extensions→Dial ext. no.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Revising Night Service with Coverage Control ■ Page 6-81 When Night Service is turned off and normal operation is resumed, all Coverage VMS Off buttons are activated. Calls follow normal coverage patterns for business-hours operation. Users can manually override this system-programmed setting by pressing the Coverage VMS Off buttons at their extensions.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Trunk Labels Page 6-83 Task List: Changing Extension Directory Labels 6 o o o o o o Obtain Form 2a, System Numbering: Extension Jacks. If necessary, read “Labeling” in the Feature Reference for detailed information about this feature. Plan changes using the planning guidelines above; record the new values on Form 2a.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Posted Message Labels Page 6-84 Labels can contain capital letters, numbers, and eight types of characters: ampersands (&), dashes (-), spaces, periods (.), commas (,), apostrophes (‘), stars (*), and pound signs (#). 6 Task List: Changing Trunk Labels o o o o o o Obtain Form 2c, System Numbering: Line/Trunk Jacks.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Posted Message Labels Page 6-85 6 Planning Guidelines Messages 2 through 20 can be changed through programming. Message 1, DO NOT DISTURB, cannot be changed. Valid Entries 1 to 20 Each posted message can have a maximum of 16 characters. Labels can contain capital letters, numbers, and eight types of characters: ampersands (&), dashes (-), spaces, periods (.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing Calling Group Labels Changing Calling Group Labels Page 6-86 6 Use this procedure to change alphanumeric system labels for display telephone users to identify calling groups. 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Changing System Directory Labels Page 6-87 6 Programming Instructions Console Procedure PC Procedure More→Labeling→ Grp Calling→Dial calling group ext. no.→Enter→Drop→Enter label→Enter→Exit→Exit → → →Type calling group ext. no.→ → + →Type label→ → → U ! 0 Changing System Directory Labels 6 Use this procedure to change System Speed Dial numbers for all system users.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a CTI Link o o Page 6-88 Program the change(s), following the instructions for “System Speed Dial Directory” in the “Labeling” section of System Programming, Chapter 3, or the summary programming instructions below. When you have finished, file Form 10b with the rest of the planning forms.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a CTI Link ■ Issue 1 June 1997 Page 6-89 The CTI link can be programmed before the CTI link hardware is plugged into a port on a 008 MLX or a 408 MLX module.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a CTI Link Page 6-90 Busying-Out and Restoring the MLX Module 6 In order to add or remove a CTI link, you must use maintenance procedures, normally reserved for Lucent Technologies technicians, to terminate service on the MLX 408 line/trunk and extension module or the MLX 008 extension module where the CTI link is being added or removed.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Adding a CTI Link Page 6-91 To busy-out and then restore the MLX module, follow the steps below: 1. Use one of the following procedures. Note that you select the Maintenance option from the Main menu, not the System Programming menu. Console Procedure To busy-out a module: Menu→Maintenance→Slot→Dial slot no.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Removing a CTI Link o o o Page 6-92 Follow the procedure in the preceding topic, ‘‘Busying-Out and Restoring the MLX Module’’, to restore service on the module where the CTI link is located. When you have finished, file Form 2a with the rest of the planning forms. To install the server-related hardware associated with the link, contact your Lucent Technologies representative.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 6 Managing the System Removing a CTI Link o o Page 6-93 When you have finished, file Form 2a with the rest of the planning forms. To remove the server-related hardware associated with the link, contact your Lucent Technologies representative.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 0 Learning More Guides Page 7-1 Learning More 7 This chapter provides descriptions of the system manuals and a quick information-finder to help you locate what you need in the system reference guides. When you do not know where to look for help on a specific feature or activity, check this chapter first.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Page 7-2 Ordering and Availability 7 For information about ordering any of the printed materials, see “Related Documents” on page xxx in “About This Book,” at the beginning of this book.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Table 7–1. Page 7-3 System Reference Guides Overview Guide 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. Encyclopedia style; each feature description is a separate entry.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Page 7-4 ■ Main Table of Contents. A list of the chapters and their primary topics, a list of figures, and a list of tables. (Use the tabs to get to chapters quickly.) ■ Glossary. An alphabetical list of terms and abbreviations used in the guide, along with definitions of each. ■ Index. An alphabetical list with page references at the back of the guide.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Issue 1 June 1997 Learning More Guides Page 7-5 ■ System Renumbering (a programming procedure for changing extension and/or line numbers) ■ Touch-Tone or Rotary Signaling (information about supporting the two types of telephone signaling on the system) ■ Videoconferencing Contents and Organization 7 The Feature Reference does not have chapters.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Issue 1 June 1997 Page 7-6 ■ Considerations and Constraints. An explanation of exceptions and unusual conditions pertaining to the feature. This section can help you troubleshoot a problem with the feature. ■ Mode Differences. An explanation of variations in the use of the feature in the different modes supported by the system. ■ Telephone Differences.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Page 7-7 products. This section is helpful both to people who have used early releases of the system as well as to those who are accustomed to other communications systems. ■ The “Index of Features by Activity” lists features according to tasks typically performed with the system. It describes the task and then tells you which Feature Reference entry explains it fully.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Issue 1 June 1997 Learning More Guides ■ Page 7-8 Programming Procedures (Chapter 4). Provides each system programming procedure not covered in Chapter 3. The procedures appear in the same order as they do in the menus themselves. Use this in conjunction with the Appendix B flowchart or the annotated menus in the first chapter. ! CAUTION: As the text indicates, some procedures are for qualified technicians only.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Page 7-9 ■ In Chapter 1, a quick reference to the system programming menus, presented in the order in which they appear in the system, and annotated so that you can find out what they do. ■ In Appendix B, a fold-out Menu Hierarchy. Many system programmers remove this chart and hang it on a wall for quick reference.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More Guides Page 7-11 ■ A section containing step-by-step instructions for messaging features ■ A general description showing the standard steps for using a feature and a list of features with their feature codes ■ In alphabetical order, descriptions of and step-by-step instructions for most or all the features available for the telephone or operator position.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Page 7-12 Data/Video Reference describes data communications in general, the different types of data and video workstations, 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–2. Page 7-13 Information Finder: Features To learn about. . . Check this guide. . .
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–2. Page 7-14 Continued To learn about. . . Check this guide. . .
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–2. Issue 1 June 1997 Page 7-15 Continued To learn about. . . Check this guide. . . Maintenance and Troubleshooting (continued) Changing Recall timer when the switchhook, Recall, or Flash buttons are disconnecting callers System Programming, Chapter 4 Feature Reference. See “Recall/Timed Flash.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–3. Page 7-16 Information Finder: Programming To learn about. . . Check this guide. . .
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–3. Page 7-17 Continued To learn about. . . Check this guide. . .
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–3. Page 7-18 Continued To learn about. . . Check this guide. . .
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–3. Page 7-19 Continued To learn about. . . Check this guide. . .
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 7 Learning More System Guides Information Finder Table 7–3. Issue 1 June 1997 Page 7-20 Continued To learn about. . . Check this guide. . .
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Issue 1 June 1997 Troubleshooting the System Page 8-1 0 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. NOTES: 1. See the Data/Video Reference for information about troubleshooting data and video communications. 2.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System All Phones Are Dead (No Dial Tone or Lights) Page 8-2 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Some Phones Are Dead (No Dial Tone or Lights) Some Phones Are Dead (No Dial Tone or Lights) Page 8-3 8 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Some Phones Are Dead (No Dial Tone or Lights) ! Issue 1 June 1997 Page 8-4 WARNING: If you must check something on the control unit, proceed with caution. Avoid standing on a box or chair to reach the unit if it is installed out of easy reach. If you do not have a stable ladder or other proper equipment, do not proceed; wait for the Lucent Technologies technician.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Difficulty Making Outside Calls ! Page 8-5 WARNING: If you must check something on the control unit, proceed with caution. Avoid standing on a box or chair to reach the unit if it is installed out of easy reach. If you do not have a stable ladder or other proper equipment, do not proceed; wait for the Lucent Technologies technician.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Difficulty Making Outside Calls Issue 1 June 1997 Page 8-6 Possible Cause 2: If the system (Hybrid/PBX mode) 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).
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Difficulty Making Outside Calls Issue 1 June 1997 Page 8-7 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Phone Does Not Ring ■ Page 8-8 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Phone Does Not Ring Issue 1 June 1997 Page 8-9 ■ 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Phone Does Not Ring Issue 1 June 1997 Page 8-10 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System DLC Console Not Ringing for Incoming Calls DLC Console Not Ringing for Incoming Calls Page 8-11 8 Possible Cause 1: The Do Not Disturb feature is turned on. What to do: Check the green light next to the programmed Do Not Disturb button to see whether Do Not Disturb is turned on. ■ If the green light is on, then Do Not Disturb is turned on.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System QCC Console Not Ringing for Incoming Calls QCC Console Not Ringing for Incoming Calls Page 8-12 8 Possible Cause 1: The lines are not assigned to the QCC queue. What to do: Use system programming to assign the lines to the QCC queue (see “QCC Operator to Receive Calls” in the “Lines and Trunks” section of Chapter 4, System Programming).
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 Troubleshooting the System Single-Line Phones Ring Back after Completed Call Page 8-13 8 ■ If the green light is on at all QCCs in the system, then Night Service 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 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Cannot Transfer Call after Answer on an Outside Line Page 8-14 What to do: Instruct the user to always replace the handset carefully for at least one to two seconds between calls. If the problem is not resolved, go to Possible Cause 2. Possible Cause 2: The telephone may be defective.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Night Service Not Working ■ Page 8-15 If the replacement telephone cannot transfer a call, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply). Night Service Not Working 8 NOTES: 1.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Night Service Not Working Issue 1 June 1997 Page 8-16 Possible Cause 3: The Night Service button may be programmed incorrectly at one or more DLCs.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calls Not Going to Voice Mail Calls Not Going to Voice Mail Page 8-17 8 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calls Not Going to Voice Mail Issue 1 June 1997 Page 8-18 What to do: Check the Night Service button lights at each operator console to see whether Night Service is off (buttons are not lit). Use system programming to find out whether Night Service with Coverage Control is enabled.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 Troubleshooting the System Callers Getting Incorrect Response from Voice Mail Page 8-19 8 ■ If the power light is on and voice mail works for other extensions, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calls Not Going to Coverage Calls Not Going to Coverage Page 8-20 8 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. If a Cover button is programmed, go to Possible Cause 2.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Trouble Hearing Called Party Trouble Hearing Called Party Page 8-21 8 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 Troubleshooting the System Reminder Messages Received with the Wrong Time Page 8-22 8 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Recall/Switchhook Does Not Work Recall/Switchhook Does Not Work Page 8-23 8 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calling Group Members Not Receiving Calls Page 8-24 ■ If the problem is resolved on the replacement telephone, then replace it with the original telephone and check again. If the problem persists on the original telephone, then the original telephone may be defective. Call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calls Not Receiving Screen Pop Page 8-25 Possible Cause 3: The telephone may be defective. What to do: Test the telephone by replacing it with a similar telephone that you know is working properly. Program the buttons as appropriate. ■ If calling group calls are received on the replacement telephone, then replace it with the original telephone and check again.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Calling Group Overflow Calls Not Receiving Screen Pop Page 8-26 What to do: Check the system planning form for the DLC that transferred the call or consult the DLC operator. Then do one of the following: ■ If the call was from another source, go to Possible Cause 4. ■ If the DLC is monitored, this is the cause of the problem.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Secondary Announcements Not Playing as Programmed Page 8-27 ■ Consult the PassageWay Telephony Services Network Manager’s Guide for troubleshooting information. ■ If you cannot solve the problem yourself, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply. Secondary Announcements Not Playing as Programmed 8 In Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Secondary Announcements Not Playing as Programmed Table 8–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 8 Troubleshooting the System Other or Unresolved Problems ■ Page 8-29 If neither of the above conditions apply, go to Possible Cause 3. Possible Cause 3: The secondary announcement is set to repeat and too many callers are waiting to hear the repeated announcement. What to do: Set the repeat option for the secondary announcement to Off.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Support Telephone Number 0 Page A-1 Customer Support Information Support Telephone Number A 1 In the USA only, Lucent Technologies 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 Lucent Technologies representative. Consultation charges may apply.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Canadian Department of Communications (DOC) Interference Information Canadian Department of Communications (DOC) Interference Information Page A-2 1 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Installation and Operational Procedures Page A-3 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 A Customer Support Information Installation and Operational Procedures Page A-4 event repairs are needed on this equipment, contact your authorized Lucent Technologies dealer or, in the USA only, contact the National Service Assistance Center (NSAC) at 1 800 628-2888. ■ Rights of the Local Telephone Company.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information DOC Notification and Repair Information Page A-5 should check the lists of allowed and disallowed dial codes and modify them as needed. Equal Access Codes. This equipment is capable of providing users access to interstate providers of operator services through the use of access codes.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 A Customer Support Information Renseignements sur la notification du ministère des Communications du Canada Page A-6 Renseignements sur la notification du ministère des Communications du Canada et la réparation 1 AVIS: L’étiquette du ministère des Communications du Canada identifie le matériel homologué.
TELEPHONE EQUIPMENT Le présent appareil numérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A prescrites dans le Règlement sur le brouillage radioélectrique édicté par le ministère Communications du Canada. 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Security of Your System: Preventing Toll Fraud Security of Your System: Preventing Toll Fraud Page A-8 1 As a customer of a new telephone system, you should be aware that there is an increasing problem of telephone toll fraud.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention Page A-9 To minimize the risk of unauthorized access to your communications system: ■ Use an unpublished 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention Physical Security, Social Engineering, and General Security Measures Page A-10 1 Criminals called hackers may attempt to gain unauthorized access to your communications system and voice messaging system in order to use the system features.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention ■ Page A-11 Customers should also take advantage of Lucent Technologies monitoring SM services and 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 Lucent Technologies fraud detection services and products.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention Page A-12 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 3.1 and later).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention Page A-13 ■ 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Toll Fraud Prevention Page A-14 be taken if the RCF feature is active for MERLIN LEGEND Communications System extensions whether or not it is accessed by an Automated Attendant menu.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Other Security Hints Other Security Hints Page A-15 1 Make sure that the Automated Attendant Selector Codes do not permit outside line selection. Following are a number of measures and guidelines that can help you ensure the security of your communications system and voice messaging system. Multiple layers of security are always recommended to keep your system secure.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Other Security Hints Educating Operators Page A-16 1 Operators or attendants need to be especially aware of how to recognize and react to potential hacker activity. To defend against toll fraud, operators should follow the guidelines below: ■ Establish procedures to counter social engineering.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Other Security Hints Page A-17 ■ Establish well-controlled procedures for resetting passwords. ■ Limit the number of invalid attempts to access a voice mailbox to five or less. ■ Monitor access to the MERLIN LEGEND Communications System dial-up maintenance port. Change the access password regularly and issue it only to authorized personnel.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Other Security Hints Choosing Passwords Page A-18 1 Passwords should be the maximum length allowed by the system.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 A Customer Support Information Limited Warranty and Limitation of Liability Limited Warranty and Limitation of Liability Page A-19 1 Lucent Technologies warrants to you, the customer, that your MERLIN LEGEND Communications System will be in good working order on the date Lucent Technologies or its authorized reseller delivers or installs the system, whichever is later (“Warranty Date”).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 A Customer Support Information Remote Administration and Maintenance ■ Page A-21 The System Administration and Maintenance capability of a Hybrid/PBX or Key system is protected by a password. — Change the default password immediately. — Continue to change the password regularly. — Give the password only to people who need it and impress upon them the need to keep it secret.
MERLIN LEGEND Communications System Release 5.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Telephone Extension Equipment 0 Page B-1 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.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 B About Telecommunications Telephone Extension Equipment Page B-2 digital data terminals (for example, personal computers) or advanced videoconferencing equipment. As sophisticated as the equipment has become, many of the basic components and concepts are based on the original telephones.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Transmission Facilities Page B-3 Although there are still some rotary-dial telephones in use today, most modern telephones have touch-tone dialing that involves the creation of unique tones produced by pressing buttons on the dialpad. Touch-tone dialing is faster and, with the advent of services available from touch-tone phones, more versatile.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 B About Telecommunications Transmission Facilities Page B-4 users, and Cannot be used across great distances or oceans. This problem was solved by the launching in 1962 of a “tower” very high in the sky: Telstar I, the first communications satellite. ■ Optical Fiber.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Switching Equipment Switching Equipment Page B-5 2 The primary function of switching equipment is to interconnect the transmission facilities at various key locations and route the telephone signals through the telephone network. The telephone network is composed of a number of these key centralized locations called central offices (COs).
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Switching Equipment Page B-6 of circuits at a switchboard by using cords that had plugs at each end. Each of the plugs had a tip and a ring which completed the electrical circuit over which the signals traveled.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 B About Telecommunications Switching Equipment Page B-7 ■ Party-Line Service. Several telephones were connected to one line so 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.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Signaling Page B-8 more powerful telephone network applications and services. It can operate in PBX mode, along with two other modes that define how the system works. 2 Signaling Telephone service involves a vast network of transmission and switching equipment whose status and operation must somehow be controlled. This is done by means of various types of signals.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 B About Telecommunications Signaling Page B-9 ■ Digital ■ Common-channel interoffice The signals for alerting and supervisory functions are generated by the flow (or absence of flow) of the direct current between the telephones and the switching office.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 B About Telecommunications Signaling Page B-10 Various standardized numbers have also been created for special services, for example, area code 800 for toll-free service, and 911 for emergency service.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-1 0 System Capacities C This appendix provides some information about the hardware and software capacities for the system. 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 standalone unit or as part of a private network.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-2 Similarly, although the 100D module has only one jack, it can serve up to 24 endpoints (emulated, T1 digital, or PRI facilities). Thus, you can configure the system to connect up to 80 lines/trunks and 255 extension endpoints, a total of 335 endpoints. NOTE: The system has a time-slot capacity of 216. If more than 216 endpoints are in use at the same time, blocking can occur.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-3 Table C–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-4 Table C–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-5 Table C–1.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 C System Capacities Page C-6 Table C–1.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 C System Capacities Page C-7 Delay announcements per group. In Release 5.0 and later systems, a group can have 10 primary delay announcements and one secondary delay announcement. Coverage Groups Senders per group. QCCs cannot be senders. CTI (Computer Telephony Integration) Link (Release 5.0 and later systems) Extensions per link. Determined by types of telephones used.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 C System Capacities Page C-8 Telephones (not achievable simultaneously) Analog multiline without Voice Announce to Busy 17 slots for each of 8 ports per board MLX-20L RAM limit and the total includes the MLX-20L telephone used for system programming Power-failure transfer One for each four LS/GS trunk jacks. Traffic (hundred call seconds/hr/system) Assumes 20 percent internal traffic.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 D System Planning Forms Page D-1 0 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 in this list is the Employee Communications Survey form.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 D System Planning Forms Page D-2 Table D–1. Continued Used for Planning Incoming Line/Trunk Connections Form No.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 D System Planning Forms Page D-3 Table D–1. Continued Used for Planning Features for Systemwide Use Form No.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 E Removing/Reinstalling the Control Unit Cover Removing the Control Unit Housing Page E-1 Removing/Reinstalling the Control Unit Cover E 0 This appendix provides instructions for removing the control unit housing, and for reinstalling it. NOTE: Use these instructions only as directed by a Lucent Technologies representative.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 E Removing/Reinstalling the Control Unit Cover Installing the Control Unit Housing Installing the Control Unit Housing Page E-2 5 Installing the control unit housing involves two tasks: installing the top cover and then installing the front cover. This section contains instructions for both tasks.
MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 E Removing/Reinstalling the Control Unit Cover Installing the Control Unit Housing Page E-3 Top cover Empty module Figure E–2.
Issue 1 June 1997 MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 E Removing/Reinstalling the Control Unit Cover Installing the Control Unit Housing Page E-4 5 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.
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MERLIN LEGEND Communications System Release 5.0 System Manager’s Guide 555-650-118 Issue 1 June 1997 Index Page IN-14 connecting to system, 3-32 considerations, 3-32 features, 3-30 to 3-31, 8-12 to 8-13 overview, 2-18 telephone, 3-16 to 3-17 troubleshooting, 8-12 to 8-13 R Recall/Timed Flash features, 4-25, 8-23 to 8-24 Recall/Timed Flash features, see also Switchhook Release 4.
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