Page 1: Communications System
Communications System Graphics © AT&T 1988 Table of Contents MERLIN LEGEND Queued Call Console Operations Guide 555-610-133 Issue 1 August, 1991...
Page 2: Issue
Copyright© 1991 AT&T AT&T 555-610-133 All Rights Reserved Issue 1 Printed in U.S.A. August 1991 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.
Page 3: Table Of Contents
Contents About This Book • Conventions Used • How to Comment on This Book Understanding Your Equipment • Identifying Your Equipment • MLX-20L Telephone with DSS • Direct Station Selector • QCC Operators’ Headsets • Buttons • Lights • The Display Handling Calls •...
Page 4 Contents Feature Finder Using Features • How to Use Features • Account Code Entry • Alarm • Alarm Clock • Barge-In • Camp-On • Directory • Follow Me • Headset Features • Inspect • Messaging • Night Service • Paging •...
Page 5 Contents Using Features (continued) • Signaling • Timer Programming Special Characters System Specifics Index/Glossary 4-41 4-42 IG-1...
Page 7: 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. IMPORTANT SAFETY INSTRUCTIONS Always follow these basic safety precautions when using your telephone equipment.
Page 8: Save These Instructions
• Unplug the telephone from the wall outlet before cleaning. Use a damp cloth for cleaning. Do not use liquid or aerosol cleaners on the phone. • Never push objects of any kind into the telephone through openings or slots. Never spill liquid of any kind on the telephone.
Page 9: About This Book
About This Book ________________________________________________________________ This book tells you how to use your console and its operator features. If you have questions about this book or need additional information, see your system manager. He or she is a co–worker who is responsible for managing your company’s communications systems.
Page 10: Conventions Used
Conventions Used The following typographic conventions are used in this book: • Fixed feature buttons (buttons that cannot be changed) are shown in bold italic type with initial capitals: Press Night Service . • Dedicated feature buttons (imprinted buttons) are shown in bold Roman type with initial capitals: Press Transfer.
Page 11: How To Comment On This Book
How to Comment on This Book We welcome your feedback on this book. Please use the feedback form on the next page. If the form is missing, send your comments to A. Sherwood, AT&T, 99 Jefferson Road, Rm. # 2A25, Parsippany, NJ 07054.
Page 13 How Are We Doing? AT&T welcomes your feedback on this book. Your comments can be of great value in helping us improve our documentation. Book Title: ____________________________________________ Book Number: ____________________ Issue Number: ____ Publication Date: ____________ 1. Please rate the effectiveness of this book in the following areas: Excellent Good Fair Poor Ease of Use...
Page 14 2. Please check the ways you feel we could improve this book: Improve the overview Improve the table of contents Improve the organization Include more illustrations Add more examples Add more detail Other suggestions for improvement? _______________________________________________________ _______________________________________________________ 3. What did you like most about this book? _______________________________________________________ _______________________________________________________ 4.
Page 15: Understanding Your Equipment
Understanding Your Equipment ______________________________________________________________________ This chapter helps you identify and understand your console and the other equipment you use with it. A queued call console (QCC) is a phone console set up for operators. Your QCC receives one call at a time in a priority sequence.
Page 16: Identifying Your Equipment
Identifying Your Equipment Your QCC is an MLX-20L™ telephone with a display. You can use the QCC alone or with one or two Direct Station Selectors (DSSs). The DSS is a device that adds extension buttons or other inside calling buttons to your console. These DSS buttons allow you to make direct phone connections with your co-workers.
Page 17 Note: As an operator, you may work on both queued call consoles and direct-line consoles (DLCs). There is an important difference between these consoles. Because all QCC calls are sent to the console one at a time, the QCC has no individual line buttons, only call buttons.
Page 18: Mlx-20L Telephone With Dss
MLX-20L Telephone with Direct Station Selector...
Page 19 Button labeling card A card labeled with the feature assigned to each call and fixed feature button Contrast control (not shown) A sliding switch at the top of the console used to brighten or dim the display screen Desk stand (not shown) An adjustable stand on the console and on the DSS that allows a 20- or 30-degree...
Page 20: Direct Station Selector
Direct Station Selector...
Page 21 Covers Removable plastic covers to protect designation cards. The top cover protects the 50 DSS button labels, and the lower cover fits over the 10 fixed feature button labels. Replace with textured side facing you. DSS designation cards Cards for labeling the extensions and features assigned to each button DSS buttons 50 buttons used to direct or make calls to...
Page 22: Qcc Operators' Headsets
QCC Operator’s Headsets Headset An ultralight earpiece and microphone that connects to the handset outlet on your console. Note: For more information on headset features, see Chapter 4.
Page 23: Buttons
Buttons Your console’s call buttons, fixed feature buttons, and DSS buttons are the tools you need to use your system’s features and services. Call and Fixed Feature Buttons The call and fixed feature buttons are already programmed and labeled for specific functions, as shown below. The letter in the corner of each call and fixed feature button (along with the six display buttons) is used to enter names into your Personal Directory.
Page 24 Call buttons Buttons (labeled 1–5) to make and receive inside and outside calls Fixed feature buttons Buttons for special operator functions and basic call handling Start — begins directing the call and puts the caller on hold at the Source button Source —...
Page 25 DSS Buttons Your QCC can have one or two DSSs attached to it. The console’s DSS buttons can be extension buttons and other types of calling buttons. The DSS has 50 buttons arranged in 5 columns of 10 buttons. The buttons are assigned numbers in consecutive order, starting with the button in the top left corner.
Page 26 The following illustration shows how your DSS buttons might be programmed and labeled. 1-12...
Page 27 DSS buttons Buttons used to place or direct calls with one-touch dialing. Each DSS button can represent three numbers. Fixed Page buttons Buttons used to reach the various phone numbers assigned to your DSS. The "Page" refers to the range of numbers on the DSS.
Page 28: Lights
Lights Your console and DSS lights provide the visual cues you need to handle calls. You use the lights next to the buttons differently, depending on the purpose of the button and the operator function. Console Button Lights Each call or fixed feature button has a red light and a green light next to it.
Page 29 Light Meaning ________________________________________________________________ Steady red and green • Call button You are on this call button. ________________________________________________________________ Flashing green • Call button An incoming call is on this button. • Night You must enter the password to turn Service Night Service on/off. button ________________________________________________________________ Fast flashing green...
Page 30 Light Meaning Off ( continued ) • Group Page These features are not in use. and Page All • Calling Group The number of calls in the calling group queue is less than the number your system manager programmed. Steady •...
Page 31 Light Meaning Fast Flashing • Extensions This co-worker is calling you, or a parked call, a call you directed, or a call you put on hold is returning to you. • Trunk A directed, parked, or held call on this trunk is returning to you.
Page 32 Message Status Lights When a co-worker has a message, you and other operators can use the Send/Remove Message feature or the Leave Message feature to turn on a message light on the co- worker’s phone. (Chapter 4 tells you more about these features.) However, if a co-worker’s message light is already on (because other operator messages are waiting), sending a second message will turn off the message light.
Page 33: The Display
The Display Your QCC has a 7-line by 24-character display screen and 14 display buttons (4 imprinted buttons and 10 unlabeled buttons). The display • provides calling information • acts as an alarm clock, timer, phone book, and message center •...
Page 34 7-Line Display Screen Imprinted Display Buttons Used to select specific display screens: Home, Menu, More, and Inspct (Inspect). Unlabeled Display Buttons Used to select the corresponding features and options shown on each screen. Feature Button Used to view the Feature screen to select features you use often. 1-20...
Page 35: Home Screen
Home Screen The Home screen (shown in the following illustration) is displayed when you’re not using your console’s features. The information on this screen changes when you receive or make a call and when you use features. To return to this Home screen at any time, simply press the Home button.
Page 36 Lines 1 and 2 show calling information. • When you’re not using the phone, lines 1 and 2 are blank. However, if you’ve used a Posted Message (to alert others with display phones), that message appears on line 1 as a reminder. (See "Messaging" in Chapter 4 for more information on Posted Messages.) •...
Page 37 • When you’re using a feature, line 1 shows the feature name and may prompt you to enter information (depending on the feature). Line 3 shows the date, time, and the number of calls waiting in queue. • The number on the left is the number of calls waiting in your personal queue.
Page 38: Menu Screen
Menu Screen The Menu screen (shown below) lists features and functions you can use through your display. Calling information is not shown on the Menu screen, but you can make and receive calls while in Menu mode (except when using the Alarm Clock or Personal Directory).
Page 39 Inspect Screen The Inspect screen has three functions: • to display information about call buttons and fixed feature buttons • to allow you to view the status of system alarms and the number of busy trunks in a pool • to display the extension and message status of DSS buttons You cannot inspect information about unlabeled or imprinted...
Page 40 To view call handling information when you’re on a call or have other calls on hold, press Inspct and then a call button. Inspect Call Button Screen Lines 1 and 2 show complete calling information about the call on the specific button you’re inspecting. Line 3 shows the number of calls waiting in your queue (first number), and the number of calls waiting in the system queue (second number).
Page 41 Lines 5 through 7 show abbreviated information about calls on each call button. (The numbers correspond to the numbers on the call buttons.) Note: If you inspect a call button with a conference on it, lines 5–7 will display information about the conference participants. To gather information about a conference call, press Inspct, then press the call button where you set up the conference.
Page 42 Line 4 shows that you are in the Inspect mode. Lines 5 through 7 show the names of inside participants and trunk names for outside participants. The name of the last person added to the conference is flagged with an asterisk.
Page 43 Feature Screen The Feature screen (shown in the following illustration) provides quick access to the features used most often. As you handle operator tasks, the Feature screen tells you which features are available to help you. The features on this screen change depending on your tasks.
Page 44 The following table lists the calling conditions and results and the corresponding features you see on the feature screen. Your Feature console Displayed is on hook or Group Pickup has an inside Pickup dial tone Loudspeaker Page Account Code Entry Follow Me Cancel Follow Me has reached...
Page 45: Handling Calls
Handling Calls This chapter explains how to • identify call types • answer calls • direct calls to others • make calls • set up conference calls...
Page 46: Basic Feature Preview
Basic Feature Preview Before you begin these tasks, you need to have a basic understanding of the features mentioned in this chapter. Barge-In allows you to interrupt a co-worker’s call in an emergency or if you’re instructed to interrupt. Camp-On allows you to direct a call to a busy extension and have the call wait there ("camp-on") for a preset time.
Page 47: Identifying Call Types
Identifying Call Types Before you lift the handset, you can identify the call type by • listening for a distinctive ring • scanning the lights on your console or DSS • looking at your display If you’re using a headset, you must press the call button first before your display shows information about the call.
Page 48 As you read through the examples in the following table, you’ll see these four returning call types: • directed call • directed call "camped on" at the destination phone • held call • parked call Depending on how the system is set up, your display may show only extension or trunk numbers, or it may show names with extensions or trunk numbers.
Page 49 You hear (Distinctive You see Ring) . . . (Simultaneously). . . 2 rings Display: DID-01 Trk813 OUTSIDE Trk801 Console Lights: Slow flashing green light next to call button and fast flashing red light next to DSS button for trunk the call is on 2 rings Display: FX-NY...
Page 50 You hear (Distinctive You see Ring) . . . (Simultaneously). . . 1 ring Display: Return ALAN X111 Caller: LINDA X103 Console Lights: Slow flashing green light next to call button, slow flashing red light next to DSS button for the extension where you directed the call, and fast flashing red light next to DSS button of the inside caller...
Page 51 You hear (Distinctive You see Ring) . . . (Simultaneously). . . 1 ring Display: ParkRet PAT X100 Caller: LINDA X103 Console Lights: Slow flashing green light next to call button and fast flashing red light next to DSS button for returning call 2 rings Display: HoldRet PAT X100...
Page 52: Answering Calls
Answering Calls When you can identify call types, you’re ready to answer calls. If you plan to use a headset • make sure you have the correct headset for your console. • make sure your headset is set up correctly and you know how to receive calls through it.
Page 53 To Put a Call on Hold Press the Hold button on your console. Note: Even though the Hold button is easy to use, it works differently on a QCC, depending on the type of call you’re handling. For example: • If you’re active on a call, and you put that call on hold, you’re available to receive another call.
Page 54: Directing Calls
Directing Calls When you direct calls (known as "transferring" calls on direct- line consoles) on the QCC, you send calls to inside and outside phones. When a call you directed to an inside phone goes unanswered, the call rings back at your console after a preset length of time (programmed by your company).
Page 55 How you direct calls depends on • the console setup—whether you have extension buttons on a DSS. • the features you use to handle unsuccessfully directed calls. See "Handling Unsuccessfully Directed Calls" in this chapter. • the communications system setup—whether it’s programmed to automatically or manually complete calls that were directed by using DSS buttons.
Page 56 To Direct Unannounced Calls with a DSS With Automatic Completion: 1. Look at the light next to the DSS button where you want to direct the call. • If the light is on, the co-worker is either on a call or is using the Do Not Disturb feature.
Page 57 To Direct Announced Calls with or without a DSS 1. Press Start . The caller is put on hold and you hear a dial tone. The Source button shows fast flashing green light. 2. Dial extension or outside number. You may need to enter the dial-out code or pool access code before dialing the outside number.
Page 58 Notes: • Announced calls must be manually completed. • There are never parties on the Source and Destination buttons at the same time. If a party is on hold at either, the other party is on a call button. • The Release button only disconnects you from a 3-party conference.
Page 59 If you dial incorrectly or reach an extension that is busy or unanswered, you can • press Cancel to return to the original caller • try the call again • take a message from the caller and use Send/Remove Message to turn on the co-worker’s Message light (alerting them that they have a message from you).
Page 60: Making Calls
Making Calls Before you make a call using a handset, look at the console’s call buttons. A steady red light indicates a free line. When you lift the handset, you are automatically connected to this call button. (If you are using a headset, press a call button that has its green light off.) To Make Inside Calls 1.
Page 61: Making Conference Calls
Making Conference Calls Use the Conf (Conference) button on your console to connect up to five people in the same conversation. You can conference one or two outside numbers and up to three extensions, including your own. Anyone who shares a line with one of the conference participants can join the conference on the call and is counted as one of the five participants.
Page 62: To Set Up A Conference
To Set Up a Conference 1. Make a call to the first outside number or extension. 2. Press Conf after the person answers. The green light next to the call button flashes, signaling that a person is on hold for the conference. 3.
Page 63: Feature Finder
Feature Finder This chapter helps you find and use features quickly for these operator tasks: • Handling Console Basics • Answering and Directing Calls • Making Calls Chapter 4 lists features alphabetically with descriptions and step-by-step instructions for using them.
Page 64 Handling Console Basics If you want to . . . Prepare your console for calls Enter account codes while making or receiving an outside call Use your console as an alarm clock Set up your communications system to cover outside calls after business hours View the number of system alarms Page co-workers over their speakerphones or a loudspeaker system...
Page 65 Handling Console Basics (Continued) If you want to . . . Have co-workers’ phones ring at your console Cancel call forwarding to your console If you want to . . . Answer a co-worker’s ringing phone from your phone or pick up a call on hold on a co-worker’s phone Interrupt a co-worker’s call in an emergency or if you’re instructed to...
Page 66 Answering and Directing Calls (Continued) If you want to . . . Notify co-workers that they have messages Broadcast an announcement Signal a co-worker for meetings or visitors If you want to . . . Enter account codes when making an outside call Speak to someone privately while using a headset...
Page 67: Using Features
Using Features As a system operator, you use many features to help you handle calls. These features are listed alphabetically with instructions for when and how to use them. Conditions that must be met before you use the features are highlighted at the bottom of the page.
Page 68: How To Use Features
How to Use Features There are two ways to use features: • Select the feature from your display. Several features are offered on your display. Some features can be used from the Home screen and others from the Menu or Feature screens.
Page 69 The table on the following page lists the features you can use and their display screen abbreviations. • The letter F denotes features you can select from the Feature screen. • The letter M denotes features you can select from the Menu screen.
Page 70 Feature Account Code Entry Alarm Alarm Clock Barge-In Camp-On Cancel Follow Me Conference Directory • Extension Directory • Personal Directory • System Directory Drop Follow Me Group Page Group Pickup Headset Features • Headset Auto Answer • Headset/Handset Mute • Headset Status Hold Inspect Display Display...
Page 71 Feature Individual Pickup Messages Feature • Delete Message • Next Message • Return Call Messaging • Leave Message • Send/Remove Message Mute Night Service Page-All Paging • Loudspeaker Paging • Speakerphone Paging Park Pickup Position Busy Posted Message Send/Remove Message Signaling Speaker Timer...
Page 72: Account Code Entry
Account Code Entry Account codes help your company track phone use to bill clients, and to forecast and budget costs. You can use account codes for incoming and outgoing calls, if your company’s system is programmed for both. If your system has this feature, it is programmed as either required or optional: •...
Page 73 To Enter an Account Code Before a Call Select AccountCode from the Home screen or press Feature and select AccountCode from the Feature screen. Enter account code, followed by a #. If you’re using a handset: • Press Speaker or lift handset. •...
Page 74: Alarm
Alarm If something is wrong with the system, the red light next to your Alarm button goes on. Report the alarm to your system manager or an AT&T representative or authorized dealer immediately. The red light stays on until the problem is cleared from your system. If you inspect the Alarm button when there is a problem, the system shows you the number of alarms that are active.
Page 75: Alarm Clock
Alarm Clock You can use your console as an alarm clock and set it to beep at a particular time to remind you of a meeting, appointment, or other important event. Until canceled, the alarm sounds every day at the set time. To Set the Alarm Press Menu.
Page 76: Barge-In
Barge-In If a co-worker is on the phone or using Do Not Disturb, use Barge-In to reach him or her in an emergency or if you have special instructions to interrupt. If your co-worker is not on a call and is using Do Not Disturb, the co-worker’s phone rings.
Page 77: Camp-On
Camp-On Use Camp-On to direct a call to a busy or available inside phone and have the call wait at the extension for a longer period of time than Release allows. If the phone is busy, the person you directed the call to hears a tone, signaling that there is another call waiting.
Page 78: Directory
Directory There are three types of directories offered on the display: Extension Directory, Personal Directory, and System Directory. Extension Directory The Extension Directory is a listing of your co-workers’ names and extension numbers programmed by your company. The Extension Directory is offered on the Menu screen. To find a listing, bring up the directory on your display and search for a specific name.
Page 79: Personal Directory
Personal Directory Your console has a Personal Directory that stores, displays, and automatically dials up to 50 personal phone numbers. You can enter your own listings through the Directory options. To dial your Personal Directory listings, select Directory from your Home screen. The Home screen has four pages.
Page 80 To Enter a Personal Directory Listing Press Menu. Select Directory. Select Personal Dir. Select Enter New. Type the name, up to 11 characters: • Select letters A–F from the display, and/or press appropriate call or fixed feature buttons for letters G-Z. Enter punctuation, if necessary: •...
Page 81 To Assign Personal Directory Listings to the Home Screen 1. Press Menu. 2. Select Directory. 3. Select Personal Dir. 4. Select Put on Home. 5. Select appropriate range of letters. 6. Press button next to name in directory. If necessary, use Prev Page and Next Page to locate the name. Your selection appears on line 1 of your display.
Page 82 To Change Personal Directory Listings 1. Press Menu. 2. Select Directory. 3. Select Personal Dir. 4. Select Edit Dir. 5. Press button next to alphabetical range. 6. Press button next to name. If necessary, select Prev Page or Next Page to locate the listing. 7.
Page 83: System Directory
To Use the Personal Directory 1. Press Home. 2. Select Directory. 3. Locate listings If the listing you need is not displayed on the first page of the Directory screen (second page of Home screen), select Next Page to move to the second page of the Directory.
Page 84 To Use the System Directory 1. Press Menu. 2. Select Directory. 3. Select System Dir. 4. Select appropriate range of letters. 5. If name you want is not displayed: • Select Prev Page to see previous listings. • Select Next Page to see next listings. •...
Page 85: Follow Me
Follow Me You can use Follow Me when a co-worker is meeting with you or working at your desk or when you want to answer calls to your co-worker’s extension while he or she is away. Your co-workers can also forward their calls to your console using the Forward feature from their phones.
Page 86 To Cancel Follow Me One extension at a time: 1. If a red light is not on next to a call button, press a call button. 2. Press Feature. 3. Select CanclFollow. 4. Dial the extension, press a DSS button, or use Extension Directory.
Page 87: Headset Features
Headset Features Your console has three preprogrammed headset buttons. The Headset Status button turns the headset on and off. Use this button when switching between the handset and headset. The Headset Auto Ans (Headset Auto Answer) button automatically delivers calls to the headset, eliminating the need to press call buttons to answer calls.
Page 88 To Prepare the Headset and Console 1. Unplug handset. 2. Plug headset into console. 3. Adjust volume with the console Volume button. 4. Press Headset Status . Green light goes on. You can talk and be heard through headset. 5. To turn on automatic call answering, press Headset Auto Ans . To Handle Calls Using the Headset To place a call 1.
Page 89 To Turn off the Headset’s Microphone You can turn off the headset’s microphone during a call using • Headset Mute (Headset/Handset Mute). Press once—the red light goes on, and the caller cannot hear you. Press again to resume conversation. • Speaker. Press once to transfer the call from your headset to the speakerphone.
Page 90: Inspect
Inspect Use Inspect when you are on a call and you want to see who is on hold on other call buttons. When you press the Inspct button and a call button, lines 1 and 2 of your display show detailed information about the call button you pressed, and lines 5 through 7 show abbreviated information for all call buttons.
Page 91 Inspect also allows you to review your console’s features, showing you what is programmed on your console’s fixed feature buttons or the ranges for your DSS page numbers. You can also use Inspect to view the busy status of the trunk pools in your system or to see information about extensions assigned to DSS buttons.
Page 92: Messaging
Messaging You can send a message to a co-worker with either Leave Message on your display or the Send/Remove Message button on your console. You can also receive messages from co-workers and post messages that your co-workers will see on their display phones when they call you. (See "Posted Message"...
Page 93: Posted Message
To Use Leave Message When a call is unanswered or busy (you are listening to ringing or busy tone): 1. Select Leave Msg from the Home screen, or press Feature and select Leave Msg from the Feature screen. 2. Read status of message on display: •...
Page 94 You can post 1 of 20 programmed messages. The 10 messages shown below are provided by the system (they may have been changed by the system manager or additional messages may have been programmed). Code Posted Message DO NOT DISTURB OUT TO LUNCH AT HOME OUT SICK...
Page 95 To Cancel a Posted Message 1. Press Menu. 2. Select Posted Msg. The current message appears on line 1 of the screen. 3. Select Cancel. The message disappears. 4. Press Home to exit Posted Message. Send/Remove Message The Send/Remove Message feature is available to operators only.
Page 96 The message status light on the DSS reflects the status of operator-sent messages only. If a co-worker’s message light is on because a fax is waiting or another co-worker has left a message, the DSS button light will not be on, and using Send/Remove Message will not turn the co-worker’s message light off.
Page 97 To Send Messages (Consoles with a DSS) 1. Press Message Status button on the DSS. The green light next to the Message Status button goes on. 2. Check the light next to the DSS button for the person’s extension. If necessary, use Page buttons to locate the extension. 3.
Page 98 To Respond to Messages from Co-Workers If your red message light is on: 1. Press Menu. 2. Select Messages. The beginning of the first message is displayed. A > tells you that the message is longer than one line. Press More to see the rest of the message.
Page 99: Night Service
Night Service Night Service is used to send after-hours outside calls to another phone or phones. You can send incoming calls to a specific phone, such as the security office, or these calls can ring a night bell or other alert. Also, to prevent unauthorized after-hours use of phones, Night Service can be set up so that you have to enter a password to make an outside call.
Page 100: Paging
Paging Paging is using your console to broadcast an announcement. You can page in two ways: • Speakerphone Paging is heard on all speakerphones in the system or, if programmed that way, by selected groups such as departments or work areas. Extension numbers can be assigned for paging all the speakerphones in your system (Page All) or for paging just the speakerphones in certain groups (Group Page).
Page 101 To Use Speakerphone Paging 1. Press a call button for which the red light is off. 2. Lift handset or use the headset. See Note. 3. Dial Group Page or Page All extension number or press DSS button. 4. Make the announcement. Note: Using the speakerphone for Speakerphone Paging can create a feedback tone.
Page 102: Park
Park When directing a call, you may find that a co-worker can’t be located. Use Park to hold the call and use Paging to announce the call. For more information, see "Paging" earlier in this chapter. When you park a call, you put it on hold so that it can be answered from any phone in the system.
Page 103 To Direct a Parked Call 1. Press a call button for which the red light is off. 2. Lift the handset or use the headset. See Note. 3. For Speakerphone Paging: • Dial the Group Page or Page All number or press the DSS button.
Page 104: Pickup
Pickup Use Pickup for temporary call coverage. You can pick up calls on individual extensions or trunk lines, or be part of a Pickup group and pick up calls for any member of your group. Individual Pickup Use Individual Pickup when another operator’s or a co-worker’s phone is ringing and is unanswered.
Page 105: Group Pickup
Group Pickup Use Group Pickup when your company has organized co-workers into groups. When you are part of a Pickup group, select Pickup Grp from your Home or Feature screen to answer other phones in your group. Ask your system manager if you are part of a Pickup group.
Page 106: Position Busy
Position Busy Use Position Busy when you want to confer with others, leave your desk, or work without being disturbed by phone calls. It prevents most calls from ringing at your console. When you turn on Position Busy, the only calls that ring at your console are calls made directly to your extension number and calls that are sent to your extension from co-workers using the Forward and Follow Me features.
Page 107: Signaling
Signaling Use Signaling to notify co-workers when they have visitors or to remind them of meetings. You can signal multiline phones only. You and your co-workers can prearrange the signals. For example, you can arrange two beeps for a visitor and three beeps for a reminder.
Page 108: Timer
Timer Your console has a built-in timer to time calls, meetings, breaks, or other activities. When activated, the timer appears on line 3 of the Home screen, in place of the date, and starts counting. It counts to 59 minutes and 59 seconds, then resets to zero and continues counting.
Page 109 Programming Special Characters When you program your Personal Directory, you are storing a sequence of numbers to be dialed automatically. Some sequences need special characters to separate the digits and signal that a certain function should begin. These characters signal the system to pause and wait for a response to the dialed digits, to stop so you can enter a credit card number or password, or to signal that a call is coming in.
Page 110 Press You see Drop Conf Hold Description Stop Stops the dialing sequence so you can enter specific digits, such as a credit card number or password. When programming a sequence of numbers into the Personal Directory, press Drop when numbers need to be dialed manually.
Page 111 Press You see Description End of Speeds call processing by the Dialing system. Use at the end of a programmed sequence of numbers in your Personal Directory or to separate one group of dialed digits from another.
Page 112 System Specifics Use the following list to verify that you have the codes and special instructions you need to use the console features. If several operators will use the same console, your system manager should complete this list.
Page 113 Account Code Entry Required Optional Calls-In-Queue Alert (Tone when calls personal queue) Queue Over Threshold Yes, give number of calls in queue for alert ___ Night Service Automatic On/Off Password Receiver Automatic Hold/Release Automatic Hold Automatic Release Automatic/Manual Completion enter Automatic Completion Manual Completion Paging group...
Page 114 Park Zones Yes, list extensions ____ ____ ____ ____ ____ ____ ____ ____ Group Page or Page All Yes, on DSS Page____ (1, 2, or 3) Group Page extensions ____ ____ ____ ____ ____ ____ Page All extension ____ Calling Groups Yes, list extensions ____ ____ ____ ____ ____ ____ ____ ____...
Page 115 Index/Glossary account code A code that may be used by your company to associate incoming and outgoing calls with corresponding accounts, employees, projects, and clients. 4-6 Account Code Entry A feature you use to enter account codes. 4-6, 4-7 Alarm A light that indicates that something is wrong with the communications system.
Page 116 Automatic Release A feature you use to automatically disconnect an active call when you press a new call button. You will either have Automatic Hold or Automatic Release. 2-11 Barge-In A feature you use to reach a co-worker who is on the phone or using Do Not Disturb.
Page 117 Cancel button A button you press to disconnect an attempt to direct a call to a co-worker’s extension or to an outside number. 1-10 Conf button A button you press to set up a conference call. 1-5, 2-17 Conference A feature you use to set up a single call with up to four other people. 2-17, 2-18 Contrast Control A sliding control you use to adjust the brightness of the display on...
Page 118 dialpad The numbered buttons and the asterisk (*) and pound sign (#) on your console. 1-5 dial-out code A code (usually a 9) you dial to make an outside call. 2-16 digital/ISDN MLX-20L™ telephone A phone with a large (7 line x 24 character) display and 20 line buttons that is used as a QCC operator console.
Page 119 display buttons The Home, Menu, More, and Inspect buttons that you press to view the display screens and the unlabeled buttons that activate features on the screens. 1-5, 1-20 distinctive rings The different ways your console rings to identify an inside or outside call. 2-4 Drop button A button you use to disconnect the last participant added to a conference call.
Page 120 Feature Finder A table in this book that helps you find features by function even if you don’t know them by name. 3-1 Feature screen A display screen that provides quick access to features you use often. 1-20, 4-2, 4-3 fixed feature buttons Buttons for special operator functions and basic call-handling tasks.
Page 121 Group Pickup See Pickup . handset The hand-held part of the phone that you pick up, talk into, and listen from. A handset is also called a "receiver." 1-5 headset An ultralight earpiece and microphone for hands-free phone use. 1-8, 4-21 Headset Auto Answer A fixed feature button you press to answer calls automatically using the headset.
Page 122 Hold button A button you use to put a call on hold. 1-5, 2-9 Home button A button you use to display the Home screen. 1-21 Home screen The "home base" of your display screen, which shows call information, the time and date, queue status indicators, prompts, feedback, and features you use often.
Page 123 Join A feature you use to connect the caller, the person being called, and yourself. 1-10, 2-13, 2-17 Leave Message A feature you use to leave messages for co-workers with display phones or voice mail. 4-26 Loudspeaker Paging See Paging . Manual Completion A feature you use to direct calls by pressing a DSS button and then hanging up or pressing Release .
Page 124 Menu screen A screen that shows a list of features and functions that you can use only via your display. 1-24 Message light A light that turns on when you have a fax or a voice-mail message. The message light also turns on when you have a message on your display from a co-worker.
Page 125 outside call A call to or from a phone outside your company’s phone system. 2-5, 2-6, 2-7, 2-16 Page buttons Buttons you use to reach the range of extensions programmed on the Direct Station Selector (DSS) and other features assigned to DSS buttons.
Page 126 Park zone A specific extension where a call is parked so it can be answered from any phone in the system. 4-36 Personal Directory A feature you use on your console to display and automatically dial the phone numbers you use most often. 4-13 Pickup A feature you use to answer a ringing phone from your console.
Page 127 QCC operator’s headset An ultralight earpiece and microphone that connects to the handset outlet on your console. 1-8 Queued Call Console (QCC) An operator’s console that receives calls (one at a time) in sequence. An incoming call is put into a queue until an operator is available to handle the call.
Page 128 Send/Remove Message button A button you use to activate Send/Remove Message. 4-29 Signaling A feature you use to notify co-workers when they have visitors or to remind them of meetings. 4-41 Source button A button you use to speak to the original caller after you begin directing a call.
Page 129 System Directory A feature you use to display and automatically dial the phone numbers your company uses most often. 4-17 Timer A built-in mechanism for timing calls on your console. 4-42 Transfer See Direct . Transfer button A button you press to direct calls to other phones. On a QCC, using the Start button, rather than the Transfer button, is recommended.
Page 130 Volume A button for controlling the volume of your console’s ring, handset, headset, and speakerphone. 1-5 I-16...

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Merlin legend

AT&T Merlin Legend MLX-20L Operation Manual

1 Understanding Your Equipment

2 Handling Calls

3 Feature Finder

4 Using Features

Quick Links

Communications System

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