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AT&T Merlin Plus User Manual
AT&T Merlin Plus User Manual

AT&T Merlin Plus User Manual

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AT&T
®
MERLIN
PIus
COMMUNICATIONS SYSTEM
MERLIN Attendant
User's Guide

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Summary of Contents for AT&T Merlin Plus

  • Page 1 AT&T ® MERLIN PIus COMMUNICATIONS SYSTEM MERLIN Attendant User’s Guide...
  • Page 2 ©1990 AT&T All Rights Reserved Printed in USA NOTICE The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document. MERLIN is a registered trademark of AT&T. To order copies of this document, call the AT&T Customer Information Center, 1-800-432-6600 and include the document number 518-600-041 with your order.
  • Page 3 Contents Section 1: Overview Section 2: Changing the Current Section 3: Troubleshooting Introduction Attendant The MERLIN Settings Changing the Current Settings Troubleshooting...
  • Page 4 The MERLIN Attendant is designed to be connected to the MERLIN Plus system control unit using a Basic Telephone and Modem Interface 2 (BTMI-2). The MERLIN Attendant is not intended to be connected directly to the network.
  • Page 5 Section 1: Overview...
  • Page 6 To use the MERLIN Attendant: Consult the MERLIN Attendant Plannin g Configurator Form that your AT&T representative completed for your MERLIN Plus system. Have the MERLIN Attendant installed by an AT&T-authorized technician who has completed the following procedures:...
  • Page 7 The MERLIN Attendant answers incoming calls on designated lines with a prerecorded message and directs the calls to the appropriate extension in your MERLIN Plus Communications System Release 1 or 2. The MERLIN Attendant can help your business by answering calls immediately or after a delay to assist a busy receptionist.
  • Page 8 Incoming calls can be forwarded to an outside number by using the MERLIN Plus system Release 2 Call Forwarding (CF) feature. You can also use Remote Line Access (RLA) to allow your employees with password permission to use your company’s outside lines.
  • Page 9 CALL HANDLING Three types of call handling are available with the MERLIN Attendant: 1-4 The MERLIN Attendant Immediate Call Handling (See Figure 1-1) Immediate call handling can be set up so that the MERLIN Attendant answers these kinds of calls: All incoming calls on all lines.
  • Page 10 FIGURE 1-1 Immediate and Backup Call Handling. CALL TRANSFER In the MERLIN Plus system, all calls handled by the MERLIN Attendant are blind transfers. In a blind transfer, the MERLIN Plus system control unit monitors the call after the MERLIN Attendant transfers the caller to the route or extension number dialed.
  • Page 11 General Purpose Adapter (2301-GPA). See the user information enclosed with your answering machine and General Purpose Adapter, as well as the MERLIN Plus Communications System Release 1 or Release 2 System Manual, for complete information on installing and administering your answering machine.
  • Page 12 Remote Line Access allows callers with password access to company lines to USING REMOTE LINE make outside calls. If the lines assigned for Remote Line Access are busy after ACCESS hours, the MERLIN Attendant answers the call. In this case, the night announcement should ask callers who want to use RLA to call back when a line is available.
  • Page 13 FIGURE 1-3 Back view of the MERLIN Attendant. Refer to Figure 1-3 for a diagram of the back of the MERLIN Attendant unit and to the following paragraphs for its description. reset This recessed button resets the MERLIN Attendant. See ‘Troubleshooting” for details.
  • Page 14 Not used reserved Not used to line This connects the MERLIN Attendant with the Basic Telephone and Modem Interface 2 (BTMI-2) on the MERLIN Plus system control unit. C a l l s Per Hour Units Needed 15-30 more than 30...
  • Page 15 Section 2: Changing the Current Settings...
  • Page 16 MERLIN system telephone. Changes can also be made from a remote location using a standard Touch-Tone telephone. If you have more than one MERLIN Attendant in your MERLIN Plus system, all their settings must be exactly the same. You must change settings on all MERLIN Attendants whenever you change the settings on one.
  • Page 17 Table 2-1 shows you where to find the appropriate information in this section. REFERENCE TABLE FOR CHANGING SETTINGS TABLE 2-1 Reference Table for Changing Settings To prevent unauthorized changes to recorded announcements or programmed CHANGING THE settings, an authorized caller code must be entered before any changes can be AUTHORIZED CALLER made to the programming of the MERLIN Attendant.
  • Page 18 Refer to the following instructions to set the current day, date, and time for SETTING THE CURRENT the MERLIN Attendant clock. DAY, DATE, AND TIME NOTE: Dial *6 followed by the new authorized caller code you have chosen. Dial ##. The two-beep confirmation tone sounds.
  • Page 19 11 Dial # # to set the clock with the current day, date and time. 12 Continue programming or exit authorized caller mode by dialing * # #. 13 To disconnect, dial # #. The MERLIN Attendant maintains an opening and closing time for each day CHANGING YOUR BUSINESS HOURS of the week, even if your business is closed one or more days of the week.
  • Page 20 If you are extending your normal business hours or closing early, use this CHANGING BUSINESS command so that the MERLIN Attendant plays the appropriate day or night HOURS FOR EARLY/LATE announcement. CLOSINGS For example, if your store is having a special sale and is extending hours until 11:00 p.m.
  • Page 21 If you schedule a day as “open” for business, the MERLIN Attendant plays CHANGING YOUR the day announcement during business hours and switches to the night BUSINESS DAYS announcement after closing. If you schedule a day as “closed,” the night announcement plays.
  • Page 22 To adjust the MERLIN Attendant’s clock by one hour (for daylight saving RESETTING THE CLOCK time), use the following instructions. FOR DAYLIGHT SAVING TIME 1 Select an outside line and dial a telephone number that is answered by 2 Wait for an answer. 3 Dial * followed immediately by your authorized caller code and # #.
  • Page 23 When recording announcements be sure to speak clearly, using a normal tone of voice. When providing route numbers, pause between each one so that when the message is played the caller has an opportunity to hear the number he or she needs to enter. If you are transferring your announcements from a tape recorder, make sure the volume is not set too high.
  • Page 24 Dial 00 to represent the maximum setting for the transfer announcement. (This announcement is never used with the MERLIN Plus system.) d Dial two digits representing the maximum length in seconds for the hold announcement. Dial ##.
  • Page 25 The routing plan determines how your MERLIN Attendant handles incoming CHANGING THE ROUTING calls, including where and when calls are transferred. You must establish PLAN separate routing plans for both your day announcement and night announcement, if applicable. To change the routing plan you must identify the business function of each route number (such as sales, customer service, accounting) and the route (0 through 9) the caller dials to reach an extension.
  • Page 26 Wait for an answer. Dial * followed immediately by your authorized caller code and # #. The two-beep confirmation tone sounds. Dial *8. Dial the route number (0 through 9). Dial the extension code. Dial the transfer code. Dial the extension number where the caller will be connected. Dial # # # #.
  • Page 27 Call transfers to extensions can be expedited when the MERLIN Attendant knows which extension numbers are valid in your MERLIN Plus system. For example, if you indicate that extension numbers range from 10 to 17, once a caller enters two numbers, the MERLIN...
  • Page 28 TABLE 2-3 Call Processing Options Program C o d e Description 2901 Day Answer Delay In day mode, number of rings before the MERLIN Attendant answers an incoming call. 2902 Night Answer Delay In night mode, number of rings before the MERLIN Attendant answers an incoming call.
  • Page 29 These features are available only with the MERLIN Plus Release 2 system. Follow the instructions in the MERLIN Plus System Release 2 System Manual to assign lines to Call Forwarding or Remote Line Access. Set the Night Answer Delay option to five or more rings.
  • Page 30 Section 3: Troubleshooting...
  • Page 31: Troubleshooting

    However this procedure also CALLER CODE restores all the MERLIN Plus default settings so that any programmed setting you changed must be reentered and all announcements must be rerecorded. To restore the default code:...
  • Page 32 1 Select an outside line and call the MERLIN Attendant by 2 Listen to the greeting message. 3 Dial a valid extension number for your MERLIN Plus system. If you hear a To correct this problem, follow the procedure “Changing Your Recorded Announcements”...
  • Page 33 Index 10 VAC connector, 1-9 24 hour operation, 1-3 24-hour format, using, 2-4 Adapter, General Purpose, 1-6 After hours, 1-3, 1-4, 1-9 call answering, 1-3 call handling, 1-4 operation, 1-3, 1-4 Alternate attendant, 2-14 Announcement, 1-1, 1-2, 1-3, 1-4, 1-8, 2-2, 2-4, 2-7, 2-8, 2-9, 2-13, 3-1, 3-2 bypassing, 1-2 changing, 2-7 —...
  • Page 34 Defaults, 1-8, 2-2, 2-12, 3-1 call processing options, 2-12 code number, 2-2 power failure, 1-8 restoring code, 3-1 Diagnostic tests, 1-9 Dial plan, 2-12 Dialing delay, 2-13 Disconnect, 1-4, 1-8, 2-10, 3-2 ac power, 1-8 after announcement, 1-4 calls, 2-10, 3-2 Early closing, 2-5 Erasing an existing route, 2-11 Erasing announcements, 2-9...
  • Page 35 Rotary phone, calling from, 1-2, 1-4 Route, 1-2, 1-3, 1-4, 1-5, 2-10, 2-11 0, transferring calls to, 2-10 eliminating, 2-11 invalid, 2-10 maximum number of, 1-2, 2-10 specifying function, 2-10 Routes, power failure, 1-8 Routing plan, 1-8, 2-10 — 2-11, 2-12 changing an existing route, 2-10 —...
  • Page 36 518-600-041...

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