AT&T Merlin Plus User Manual page 25

CHANGING THE ROUTING
PLAN
2-10 Changing the Current Settings
The routing plan determines how your MERLIN Attendant handles incoming
calls, including where and when calls are transferred. You must establish
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.
T o minimize dialing errors, a maximum of five routes is
N O T E :
recommended. Route 0 is reserved for the receptionist.
Once you have established the route numbers and functions, you need to
identify how the MERLIN Attendant processes calls. Your choices are:
•
Blind Transfer
Calls that are answered by the MERLIN Attendant are transferred to the
route or extension number dialed by the caller.
If the number is busy, the call is returned to the MERLIN Attendant.
If the number is an invalid route, it is transferred to the receptionist.
If the number is an invalid extension, the call is transferred to the
extension assigned to the route that matches the first digit of the
extension number dialed. For example, a caller who attempts to dial
extension 989 will be transferred to the extension assigned to route 9
on your routing plan.
•
Disconnect
Generally used with the night announcement when a business is closed.
Callers on lines answered by the MERLIN Attendant hear the night
announcement but are not allowed to enter a route number. This transfer
code should be programmed for route 0, so that after the announcement
plays, calls are disconnected automatically without requiring an entry from
the caller. However, callers may be allowed to enter valid extension
numbers before being disconnected.
For example, callers who call the ABC Company after business hours hear
this night announcement:
"Thank you for calling ABC Company.
Our office hours are 9:00 a.m. to 4:00 p.m. Monday through Saturday.
Please call back during those hours."
Follow the instructions below to change, erase, or add a route:
Whenever changing, erasing, or adding a route, be sure to
Important:
rerecord your greeting to reflect the change.
Changing an Existing Route
Follow the steps below to make changes to an existing route:
1 Select an outside line and dial a telephone number that is answered by
your MERLIN Attendant.
If you are programming from a remote location using a single-line
NOTE:
standard Touch-Tone phone, enter only one pound sign (#) for
every two pound signs ( # # ) that appear in a programming
command.