AT&T MERLIN 3070 Attendant's Manual
With feature module 5
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Also See for MERLIN 3070:
- Administration manual (191 pages) ,
- Source book (38 pages) ,
- User manual (26 pages)
Related Manuals for AT&T MERLIN 3070
Summary of Contents for AT&T MERLIN 3070
- Page 1 AT&T ® MERLIN COMMUNICATIONS SYSTEM ATTENDANT’S GUIDE: MODELS 1030 AND 3070 WITH FEATURE MODULE 5...
- Page 2 ® MERLIN COMMUNICATIONS SYSTEM ATTENDANT’S GUIDE: MODELS 1030 AND 3070 WITH FEATURE MODULE 5...
- Page 3 Copyright © 1986 by AT&T Printed in U.S.A. MERLIN is a registered trademark of AT&T. Issue 1 May 1986...
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Page 4: Key To Symbols
Key to Symbols This guide uses the following symbols to illustrate how to use your MERLIN system attendant console. After you are familiar with your console, the symbols should serve as quick reminders. Dial a number. (This can be an out- Lift your handset. -
Page 5: Table Of Contents
Table of Contents Page Key to Symbols Transferring and Screening Calls Without Auto Intercom Buttons Getting Started Transfer without Voice Announcement Your Console Transfer with Voice Announcement Attendant Console for Small Systems Screening Calls Attendant Console with Attendant Intercom With One-Touch Transfer Selector for Large Systems Transfer without Voice Announcement Economy Console for Large Systems... - Page 6 Setting Up Conference Calls Simultaneous Voice and Data Calls With the Person Connected Feature Programming Chart With the Person on Hold Connecting Outside Callers to Outside Lines Attendant’s Quick Reference Use the Shift Buttons Using PBX, Centrex, or Custom Calling Features Transfer a Call Other Useful Features Screen a Call...
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Page 7: Getting Started
Getting Started ® With your MERLIN system attendant console, you can handle calls in your office efficiently and program many convenient features. This atten- dant’s guide contains the information you need to use your console to best advantage. Keep the guide handy for quick reference. YOUR CONSOLE You may have one of the following consoles: an attendant console for a small system, an attendant console with attached Attendant Intercom... - Page 8 Economy Console for Large Systems The economy console is a 34-button deluxe voice terminal without an Attendant Intercom Selector. If you don’t need the extra capacity or convenience provided by the Attendant Intercom Selector, the economy attendant console is suitable for a large system. This con- sole is also suitable for use as a backup console when there are several attendants handling calls.
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Page 9: Attendant Console For Small Systems
Attendant Console for Small Systems* Use Auto Intercom buttons to transfer calls quickly and contact and send messages Use line buttons to place to people in your system. and receive outside calls. Program custom features on buttons not used for Auto Intercom. -
Page 10: Attendant Console With Attendant Intercom Selector For Large Systems
Attendant Console with Attendant Intercom Selector for Large Systems* The attendant console with Attendant Intercom Selector provides the same features as the console for small systems pictured on the preceding page but has more line and Auto Intercom buttons. Use line buttons to place and receive outside calls. -
Page 11: Economy Console For Large Systems
Economy Attendant Console for Large Systems* The economy attendant console provides the same features as the console for small systems pictured on page 8 and the additional line buttons necessary for a large system. Buttons other than those used for lines, Enhanced Night Service, or Send Message can be used for Auto Intercom or other... -
Page 12: Programming Custom Features
PROGRAMMING CUSTOM FEATURES Some features, such as Transfer, Hold, and Speaker, are already pro- grammed and labeled on your console, and you cannot change them. Custom features, though, are ones you select and program yourself. On the console for a small system, you can program custom features on any button that you don’t need for Auto Intercom. -
Page 13: Programming Auto Intercom Buttons
The green light next to each Auto Intercom button indicates voice terminal status, so when a call comes in for someone you can tell whether that per- son is using the voice terminal. If the green light for a particular intercom number is on, the voice terminal is busy or has the Do Not Disturb feature turned on. -
Page 14: Line Buttons
If you touch the 40-50-60 Shift button, on the other hand, the columns of buttons from left to right represent intercoms 40 through 49, 50 through 59, and 60 through 69 (the intercom numbers in the white band). The 70-80-90 Shift button represents intercoms 70 through 79 in the gray band. You can quickly identify the second digit on each Auto intercom button by looking at the column of numbers (0 through 9) printed on the panel beside the leftmost column of Auto Intercom buttons. -
Page 15: Answering Calls
Answering Calls When a call rings, the red light goes on next to the line button for the call and the green light next to the line button flashes. To answer a call: Lift the handset. You are automatically connected to the call. If two calls come in at once, the green lights flash beside both line but- tons, but the red light goes on beside the line you get when you lift the handset. -
Page 16: Programmable Line Ringing
To return to the call you put on hold: Touch the line button next to the rapidly flashing green light that iden- tifies the call on hold. Calls that other people in your system put on hold show on your console, too, but the green lights next to these line buttons flash more slowly than they do for calls you put on hold. -
Page 17: Covering Calls
Covering Calls CALL COVERAGE To program: T/P to P Touch the button Dial + the inter- com number of the person you want to cover To set a ringing option, touch the button until the red light next to it shows the appropriate code T/P to center Call Coverage lets you cover outside and intercom calls for people even if their lines do not appear on your console. -
Page 18: Coverage Inhibit
COVERAGE INHIBIT To program: T/P to P Touch the button Dial T/P to center If your company has another attendant who serves as a backup, you and that attendant may use Cover buttons to cover each other’s calls. However, when you are available to answer calls, use the Coverage Inhibit feature to temporarily turn off Call Coverage so that calls coming into your con- sole ring only at your console, and not at the other attendant’s as well. -
Page 19: Automatic Answering
Automatic Answering You need the Auto Answer feature to have optional accessories such as a Hands-Free Unit, an answering machine, or a modem automatically answer your calls. Consult your system administrator if you think you need automatic answering but do not have the proper accessory. AUTO ANSWER-ALL To program: T/P to P Touch the button Dial... -
Page 20: Paging
Paging The MERLIN system offers two kinds of paging: Loudspeaker Page and Group Page. Loudspeaker Page announcements are heard through a Ioudspeaker system. Group Page announcements are heard through the voice terminal speaker. LOUDSPEAKER PAGE If your company has a loudspeaker system, it is probably set up in zones, so you can page people in one zone without bothering those in another. -
Page 21: Group Page
GROUP PAGE Use Group Page to make an announcement through a group of voice ter- minal speakers. Your system administrator designates up to seven groups and can give you a list of the people in each group. To page a group of voice terminals: Touch Intercom-Voice. -
Page 22: Group Call Distribution
Group Call Distribution Your system administrator can assign voice terminals and line buttons to groups. When a call comes in for a group or if you place an intercom call to a group, the system selects a voice terminal in the group to receive the call. -
Page 23: Group Call Distribution (Outside Lines)
GROUP CALL DISTRIBUTION (OUTSIDE LINES) Outside lines can also be assigned to a Group Call Distribution group. When a call comes in for a group, the system selects a voice terminal in the group to receive the outside call directly. Ordinarily, you are not a member of a group, but serve as a backup for a group by having the group’s line button on your console programmed for delayed ringing. -
Page 24: Transferring And Screening Calls
Transferring and Screening Calls Passing calls to other people in your business is an important part of your job, and the MERLIN system offers several ways to pass calls to another voice terminal or group of voice terminals. How you transfer and screen calls depends on in which of the following three ways your system is set up: —... -
Page 25: Screening Calls
Screening Calls By screening calls you can determine if a person wants to accept a call and then either transfer it or advise the caller that the person is not available. To screen a call: Touch Hold. Touch Intercom-Ring. Dial the person’s intercom number. Announce the call when the person answers, and ask if it will be accepted. -
Page 26: With One-Touch Transfer
WITH ONE-TOUCH TRANSFER With One-Touch Transfer, you can use an Auto Intercom or Group Call Distribution button to transfer calls to another voice terminal or group of voice terminals with one touch. Transfer without Voice Announcement To transfer a call without voice announcement: Touch the appropriate Shift button (console with Attendant Intercom Selector only) Touch the button for the voice terminal or group to whom you are... -
Page 27: Screening Calls
Screening Calls To screen a call: Touch Hold. Touch Intercom-Ring. Touch the appropriate Shift button (console with Attendant Intercom selector). Touch the button for the voice terminal of the person with whom you are checking. Announce the call when the person answers, and ask if it will be accepted. -
Page 28: With One-Touch Hold With Call Announcement
WITH ONE-TOUCH HOLD WITH CALL ANNOUNCEMENT With One-Touch Hold with Call Announcement, you can screen an out- side call by putting the call on hold and placing, with one touch, an an- nounced intercom call to another voice terminal, Group Call Distribution group, Loudspeaker Page zone, or Group Page group. -
Page 29: Transfer Return Identification
TRANSFER RETURN IDENTIFICATION NOTE: If your system is set to be compatible with the Call Management System (CMS), transferred calls do not return to your console. Ask your system administrator how your system is administered. A returning transferred call rings at your console until it is answered. If you are not busy on a call you can identify the returning call by checking the lights on your console: The red light next to the line button flashes rapidly. -
Page 30: Call Park With Loudspeaker Page
CALL PARK WITH LOUDSPEAKER PAGE You may not always be able to use the Transfer feature to pass calls on. For example, if a call comes in for a person who may be in one of several locations, you won’t know where to transfer it. If you have a loudspeaker paging system, you can “park”... -
Page 31: Turning On Message Lights
Turning On Message Lights Whenever you take a message for someone, you can turn on the Message light at the person’s voice terminal if you have an Auto Intercom button for that person. The procedure for turning on Message lights is the same if you are using the console for a small system or the economy console. -
Page 32: Console With Attendant Intercom Selector
CONSOLE WITH ATTENDANT INTERCOM SELECTOR To turn on a Message light, first make sure that the Message light is not already turned on: Touch Message Status. The green light next to the button goes on. Touch the appropriate Shift button. The green light next to the button goes on. -
Page 33: Notify
NOTIFY The Notify feature is another way to let someone know that a message is waiting. With this feature you can set up a direct messaging system between you and another person for whom you often have messages or from whom you often receive messages. You can program a Send but- ton to turn on a Notify light at another voice terminal. -
Page 34: Placing Calls
Placing Calls INTERCOM CALLS WITH VOICE ANNOUNCEMENT Use Intercom-Voice to make a brief one-way announcement to someone in your system. Intercom calls do not interfere with existing outside calls, so this feature is particularly useful when you need to inform someone of an urgent incoming call, even though he or she is busy on another out- side line. -
Page 35: Outside Calls
OUTSIDE CALLS When the red light is on next to a line button, that line is the one the system selects when you lift the handset. To place an outside call: Lift the handset. The system automatically gives you a free outside line. Dial the number. -
Page 36: Automatic Route Selection
To make an outside call with Dial Access to Line Pools: Touch a Pool Access button. Lift your handset. When you hear a dial tone, dial the code for the line pool you want. When you hear another dial tone, dial the telephone number you want. -
Page 37: Automatic Line Selection
AUTOMATIC LINE SELECTION This feature controls the order in which the system selects outside lines when you lift your handset to place a call. You can, for instance, program the line you use most often to be the first line in the Automatic Line Selec- tion, a line you use less frequently to be the next line the system selects, and soon. -
Page 38: Outside Auto Dial
OUTSIDE AUTO DIAL To program: T/P to P Touch the button Dial + the out- side number T/P to center For one-touch dialing, program Outside Auto Dial buttons with frequent- ly dialed outside numbers or account numbers. Without lifting your handset, touch an Outside Auto Dial button. Your voice terminal speaker goes on, and you hear a dial tone, then dialing signals. -
Page 39: System Speed Dial
SYSTEM SPEED DIAL Your system administrator may have programmed 3-character System Speed Dial codes (#60 through #99) for everyone on your system to use for quick dialing of frequently called numbers. If you intend to use System Speed Dial, ask your system administrator to give you a list of the System Speed Dial codes and their associated outside numbers. -
Page 40: Setting Up Conference Calls
Setting Up Conference Calls You can set up a call that includes up to two people outside and two peo- ple within your business, and yourself. You can either keep each person connected to you while you set up the conference or put them on hold until the conferencing process is complete. -
Page 41: Connecting Outside Callers To Outside Lines
To remove yourself from the conference call once everyone is connected: Touch Hold. To rejoin a conference call: Touch one of the line or Intercom buttons associated with the call. To disconnect a particular connection in a conference call, or to discon- nect a busy or unanswered line: Touch Drop. -
Page 42: Using Pbx, Centrex, Or Custom Calling Features
Using PBX, Centrex, or Custom Calling Features If you have PBX, Centrex, or Custom Calling features, use them exactly as their instructions describe with one important exception: Any feature code from a system other than MERLIN that begins with a “#” must followed by a second “#.”... -
Page 43: Other Useful Features
Other Useful Features USING THE SPEAKER You can use your console’s speaker to dial without lifting your handset, monitor a call on hold, or let others in the room listen to your conversation. On-Hook Dialing Instead of using your handset to listen while you place a call, you can use your console’s built-in speaker: Touch Speaker. -
Page 44: Headset Adapter
HEADSET ADAPTER If you have a heavy call-handling load, you may want to request a Headset Adapter—an optional accessory that lets you use a headset instead of your handset. To place or answer a call using the Headset Adapter: Touch On on the adapter without lifting your handset. Speak into the microphone of the headset. -
Page 45: Enhanced Night Service
ENHANCED NIGHT SERVICE When no attendant is on duty, there are several Night Service options available for your company’s after-hour telephone use. Your system ad- ministrator can administer the Extra-Alert, Group Assignment, Outward Restriction, or Time Set option. Your system may have one or any com- bination of these Night Service options, which are described below. -
Page 46: Enhanced Night Service With Outward Restriction
Enhanced Night Service with Outward Restriction If your system is administered with the Outward Restriction option, you need to know the password in order to turn Night Service on and off and your system administrator to place outside calls. Ask for the password. -
Page 47: Call Pickup
CALL PICKUP Use this feature to answer a parked call, a call on hold, or one that is ring- ing at another voice terminal (for example, during Night Service). To use Call Pickup: Touch Intercom-Ring or Intercom-Voice. Lift the handset. Dial Dial the intercom number of the ringing voice terminal. -
Page 48: Using A Single Line Pickup Button
Using a Single Line Pickup Button To program: T/P to P Touch the button Dial T/P to center To pick up a line using this option: Touch Line Pickup. Lift your handset. Dial the 2-digit line code for the line you want to pick up. Using Buttons Programmed to Pick Up Specific Lines To program: T/P to P Touch the button Dial + a 2-digit... -
Page 49: Saved Number Redial
SAVED NUMBER REDIAL To program: T/P to Touch the button Dial • T/P to center Use this feature to save a number for later redialing: Before hanging up, touch Saved Number. To redial the number you saved: Lift your handset. Touch Saved Number. -
Page 50: Do Not Disturb
DO NOT DISTURB To program: T/P to P • Touch the button • Dial T/P to center Use this feature to keep calls from ringing at your console: • Touch Do Not Disturb. The green light next to the button goes on. Even though your voice terminal doesn’t ring while Do Not Disturb is ac- tive, a green light flashes next to a line button whenever a call comes in, so you can answer a call if necessary. -
Page 51: Touch-Tone Enable
TOUCH-TONE ENABLE To program: T/P to P Touch the button Dial T/P to center If your MERLIN system has lines that carry rotary signals, you can pro- gram a button that allows you to switch to Touch-Tone signals to use ser- vices such as an alternate long distance service or credit card authorizations. -
Page 52: Simultaneous Voice And Data Calls
Simultaneous Voice and Data Calls If you have a General Purpose Adapter and a modem connected to your console, the Simultaneous Voice and Data feature allows you to set up a connection between your own computer terminal and a local or remote host computer. -
Page 53: Feature Programming Chart
Feature Programming Chart Use this chart to program custom features on your console quickly and easily. To program one or more buttons at once: Label the button(s) you want to program. Slide the T/P (Test/Program) switch, located on the left side of your console, to the (Program) position. - Page 54 Feature Programming Chart (Continued) Feature Name (Suggested Button Label) Programming Code Notes AUTO ANSWER FEATURES Auto Answer-All Dial *75. Used only with a modem or answering machine. Requires a button with lights and a General Purpose Adapter. See page 18. Auto Answer-Intercom Dial *70.
- Page 55 Feature Programming Chart (Continued) Feature Name Programming Code Notes (Suggested Button Label) OTHER FEATURES Privacy Needed only if you share lines with other Dial *72. people, Requires a button with lights. See page 48. Do Not Disturb Dial *7I. Requires a button with lights. See page 49, Manual Signallng Dial + an intercom number...
- Page 56 Feature Programming Chart (Continued] Feature Name Notes Programming Code (Suggested Button Label) OTHER FEATURES For 5-button voice terminals only. Requires Dial Message a button with lights. See page 30. You can also dial a code to use this feature, Group Call Distribution Dial + one of the following: See page 21.
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Page 57: Attendant's Quick Reference
Attendant’s Quick Reference If you want to: USE THE SHIFT BUTTONS (Console with Attendant Intercom Selec- tor only) For access to intercom numbers 10 to 39: Touch the Shift button labeled 10-20-30. Touch the Auto Intercom button for the voice terminal you want. For access to intercom numbers 40 to 69: Touch the Shift button labeled 40-50-60. -
Page 58: Screen A Call
If your system is administered for One-Touch Transfer, you can an- nounce a call before you transfer it: Touch Transfer. Touch Intercom-Voice. • Touch the appropriate Shift button (console with Attendant Intercom Selector only). Touch the Auto Intercom button (or dial the intercom number). Announce the call. -
Page 59: Park A Call To Page Someone
Otherwise: Touch the held call’s line button. Ask the caller to hold while you transfer the call. Touch the appropriate Shift button (console with Attendant In- tercom Selector only). Touch the Auto Intercom button (or touch Transfer and dial the intercom number). -
Page 60: Inform Someone That You Took A Message
INFORM SOMEONE THAT YOU TOOK A MESSAGE If you have an attendant console for small systems or an economy console for large systems: • Check the red light beside the person’s Auto Intercom button. Do nothing. Off? Touch Send Message. Touch the Auto Intercom button for the person’s voice terminal, If you have a console with Attendant Intercom Selector: Touch Message Status. -
Page 61: Cover Calls For Others
COVER CALLS FOR OTHERS • Program a Cover button for each voice terminal you need to cover. • Lift your handset to answer calls for others when the green light flashes next to their Cover buttons. To temporarily stop coverage: •... -
Page 62: Make A Voice Call And A Data Call Simultaneously
MAKE A VOICE CALL AND A DATA CALL SIMULTANEOUSLY To enter simultaneous voice and data mode: • Slide the T/P switch to P. • Touch Message. • Slide the T/P switch to the center position. To make a data call: •... -
Page 63: Index
Index Personalized Ringing, 4 3 Hands-Free Unit, 18, 42, 51, 53 Placing Calls, 33 - 38 Headset Adapter, 43 Conference Calls, 39 - 40 Account Number Entry, 5 0 Quiet Button, 43 Intercom Calls, 33 Answering Calls, 14 - 15 Hold, 1 4 Outside Calls, 34 Answering Machine, 1 8... - Page 64 999-508-143 IS Graphics © AT&T 1988...