AT&T MERLIN MAIL Implementation Manual
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AT&T MERLIN MAIL Implementation Manual

AT&T MERLIN MAIL Implementation Manual

Voice messaging system for merlin ii communications system release 3
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AT&T

MERLIN MAIL

VOICE MESSAGING SYSTEM
Installation and
Implementation Guide
®
for MERLIN
Communications System
Release 3
999-510-137
Issue 1, July 1990
II
™

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Summary of Contents for AT&T MERLIN MAIL

  • Page 1: Merlin Mail

    999-510-137 AT&T Issue 1, July 1990 ™ MERLIN MAIL VOICE MESSAGING SYSTEM Installation and Implementation Guide ® for MERLIN Communications System Release 3...
  • Page 2 ©1990 AT&T Issue 1 All Rights Reserved July, 1990 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. MERLIN MAIL is a trademark of AT&T.

  • Page 3: Fcc Notification And Repair Information

    FCC Notification and Repair Information This equipment is registered with the Federal Communications Commission (FCC) in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following: Connection to the MEANS OF CONNECTION: telephone network shall be through a standard network interface jack USOC RJ11C.
  • Page 4 If this Rights of the Local Telephone Company: equipment causes harm to the telephone network, the local telephone company may discontinue your service temporarily. If possible, they will notify you in advance. But if advance notice is not practical, you will be notified as soon as possible.

  • Page 5: Table Of Contents

    Contents Chapter 1: Installation Installing the MERLIN MAIL System Hardware Requirements Installing the MERLIN MAIL System Unit Performing the Installation Acceptance Tests Upgrading to a Four-Port Configuration Chapter 2: Required Settings Required Settings Conventions Hints and Shortcuts Configuring the MERLIN II R3 System Setting the MERLIN MAIL System Parameters Chapter 3: System Greetings Automated Attendant Greetings...
  • Page 6 Chapter 5: Automated Attendant Service Providing Automated Attendant Service Changing the Touch-Tone Gate Setting Creating Announcements Creating Submenus Creating the Main Menu Chapter 6: Call Answer Service Providing Call Answer Service Providing Button Coverage Providing Group Coverage Personal Coverage Chapter 7: Post-lmplementation Steps Programming Helpful Features Programming Auto Dial Buttons Programming a Delete Message Button...
  • Page 7 List of Figures Figure Page The MERLIN MAIL system (front view) The MERLIN MAIL system basic configuration The MERLIN MAIL system (back view) The MERLIN MAIL system modem...

  • Page 8: Chapter 1: Installation

    Chapter 1: Installation Installing the MERLIN MAIL System Hardware Requirements Environmental Considerations Installing the MERLIN MAIL System Unit Performing the Installation Acceptance Tests Upgrading to a Four-Port Configuration Installing the Voice Processing Card...

  • Page 9: Installing The Merlin Mail System

    Installing the MERLIN MAIL System The MERLIN MAIL™ system is available in two-port and four-port configurations. Each voice processing card has two ports that connect to a Basic Telephone (012) Module and appear as single line sets to the MERLIN® II R3 system.

  • Page 10: Hardware Requirements

    Hardware Requirements The following equipment is required to install the MERLIN MAIL system: Processor Must be a 517C7 module. If it is a 517B7, upgrade it to a 517C7 module. Feature Module Must be a 517G6 Release 3 Feature Module. Basic Telephone (012) Module The 012 module used for connecting the MERLIN MAIL system ports to the MERLIN II R3...

  • Page 11: The Merlin Mail System Basic Configuration

    CO Lines Basic Telephone Module (012) Module 517C13 Power D4BU Supply Cords with Ring Generator Modem Processor 517C7 with R3 RS-232-C Feature D4BU Module Cords (517G6) MERLIN MAIL MERLIN II System MERLIN BIS10 Display Console (or ATL set) FIGURE 1-2 The MERLIN MAIL system basic configuration. Installing the MERLIN MAIL System...

  • Page 12: Installing The Merlin Mail System Unit

    ENVIRONMENTAL Place the MERLIN MAIL system unit on a sturdy flat CONSIDERATIONS surface, such as a desk or table, or sidemount it with the vent side up for proper ventilation. The location must meet the following conditions: Dry, dustfree area (relative humidity < 90%), no potential exposure to water or liquids (avoid areas around drinking fountains, coffeemakers, etc.).

  • Page 13: The Merlin Mail System (Back View)

    All lights off = unit not functioning Green on/Red off = Port ready Green off/Red on = Port busy 115V/230V Switch Modem (Set to 115V) Connector Vent (Do not block) Power In Used Used FIGURE 1-3 The MERLIN MAIL system (back view). Plug in the MERLIN MAIL system unit.

  • Page 14: The Merlin Mail System Modem

    If you reset the switches, you must turn off NOTE: the modem and turn it back on before the new settings go into effect. Using the cable provided, connect the RS-232-C port of the modem to the modem (COM1) port on the MERLIN MAIL system.

  • Page 15: Performing The Installation Acceptance Tests

    Performing the Installation Acceptance Tests After you connect the MERLIN MAIL system unit to the MERLIN II R3 system, perform the following tests: Place a call to each MERLIN MAIL system port. The prerecorded greetings should play for each port. Place a call to the port where the modem is connected.
  • Page 16 Using a Phillips head screwdriver, loosen the four screws located on the right and left sides of the MERLIN MAIL system unit. Remove the cover. Remove the second slot bracket. Verify that the following switch settings are set on the voice processing card being installed: Card 1 Card 2...

  • Page 17: Chapter 2: Required Settings

    Chapter 2: Required Settings Required Settings Conventions Hints and Shortcuts Configuring the MERLIN II R3 System Programming Speed Dial Access Buttons Setting Modem for No Ring Assigning Ports to AA/VMS Assigning AA/VMS Ports to the Exclusion List Selecting CO Dial Tone Labeling the AA/VMS Ports Setting the MERLIN MAIL System Parameters Creating Mailboxes...

  • Page 18: Required Settings

    Required Settings The administration procedures in this section are required to ensure proper communication between the MERLIN II R3 system and the MERLIN MAIL system. Conventions The following conventions are used throughout this guide: ] means dial the MERLIN MAIL system MERMAIL extension number.

  • Page 19: Hints And Shortcuts

    Hints and Shortcuts These hints and shortcuts can save you time when you are administering the MERLIN MAIL system: You do not have to wait for a prompt before proceeding to the next step. Dialing [ ] returns you to the previous menu. Dialing [ ] returns you to the System Administration Menu.

  • Page 20: Configuring The Merlin Ii R3 System

    Configuring the MERLIN II R3 System Perform the following MERLIN II R3 system administration from the MERLIN II R3 System Display Console. For more efficient access to the MERLIN MAIL system PROGRAMMING SPEED DIAL ACCESS features, program a button for Speed Dial Access on all BUTTONS subscribers’...

  • Page 21: Setting Modem For No Ring

    SETTING MODEM Use Centralized Programming to set the lines assigned to FOR NO RING the modem port to no ring. At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice.

  • Page 22: Assigning Ports To Aa/Vms

    Determine the ports on the MERLIN II R3 system which ASSIGNING PORTS are to be assigned to the MERLIN MAIL system. Assign TO AA/VMS the appropriate ports (two or four) to AA/VMS. At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P.

  • Page 23: Assigning Aa/Vms Ports To The Exclusion List

    ASSIGNING AA/VMS The AA/VMS ports must be assigned to the exclusion list PORTS TO THE if the MERLIN II R3 system is set up for Night Service EXCLUSION LIST with Outward Restriction. Follow the procedure below to administer the AA/VMS ports to the exclusion list. At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P.

  • Page 24: Setting The Merlin Mail System Parameters

    LABELING THE Follow the procedure below to label the MERLIN MAIL AA/VMS PORTS system ports so that display phones can easily identify calls from the MERLIN MAIL system. At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice.

  • Page 25: Creating Mailboxes

    Using single line sets to perform CAUTION: administration while on site may cause you to activate or deactivate MERLIN II R3 system features inadvertently. It is strongly recommended that only ATL phones be used when administering the MERLIN MAIL system locally. This is not a problem when administering the MERLIN MAIL system remotely.
  • Page 26 Enter the Class of Service (COS) assigned to this Mailbox. Class of Service (COS) Key Class Mins Transfer Type Unsupervised Unsupervised Unsupervised Supervised Supervised Supervised No Transfer Using the "Letter Key," enter the first ten letters of the subscriber’s last name followed by [ Letter Key The letters entered are confirmed.

  • Page 27: Setting The Date And Time

    ] to rewind and play back the name. > ] to rerecord the name. > > ] to delete the name. Record the name again. ] to approve the name. The Mailbox Administration Menu plays. Repeat steps 8 through 14 for each subscriber. SETTING THE DATE Synchronize the time and date set on the MERLIN MAIL AND TIME...

  • Page 28: Selecting Services

    Follow Form B: System Parameters to specify the SELECTING MERLIN MAIL system port assignments for SERVICES Automated Attendant Service and Call Answer Service. ] (the MERLIN MAIL system extension). MERMAIL The MERLIN MAIL system greeting plays. ] to enter Voice Mail. The Voice Mail greeting plays.

  • Page 29: Permitting Transfers From Call Answer Ports

    PERMITTING If Call Answer Service is being used, you can permit TRANSFERS FROM callers to dial 0 for assistance or enter another extension CALL ANSWER number after they are connected to a Call Answer port. PORTS Refer to Form B: System Parameters to see if transfers are permitted from Call Answer ports (the factory setting disallows transfers).

  • Page 30: Assigning The System Administrator Position

    ASSIGNING THE Follow Form B: System Parameters to identify the SYSTEM extension of the System Administrator. The factory ADMINISTRATOR setting for this Mailbox is 9997, with password 1234. POSITION If the customer is not using this setting, you must create a Mailbox for the new extension before you change the assignment.

  • Page 31: Assigning The System Operator Position

    ASSIGNING THE Follow Form B: System Parameters to identify the SYSTEM OPERATOR extension of the System Operator. Use the factory setting POSITION 760 unless it has been reassigned through flexible numbering. If the dial plan already use 760, assign an extension that is not in the dial plan so that calls transferred from the MERLIN MAIL system appear on a line button and not on the System Operator’s intercom...

  • Page 32: Assigning Ageneral Mailbox Owner

    ASSIGNING A Follow Form B: System Parameters to identify the GENERAL MAILBOX extension of the General Mailbox Owner (usually the OWNER System Operator performs this function). The factory setting for this Mailbox is station 10, and the Mailbox number is 9999, with password 1234. To change the password of the General Mailbox, NOTE: log in to the Voice Mail Service as extension...

  • Page 33: Specifying Maximum Digits In An Extension

    SPECIFYING Follow Form B: System Parameters to specify the MAXIMUM DIGITS IN maximum number of digits in an extension AN EXTENSION (2 is the factory setting). When this number is set, the MERLIN MAIL system recognizes when a caller has completed dialing so calls can be processed quickly.

  • Page 34: Setting The Weekly Business Schedule

    SETTING THE The factory setting for business hours is 8:00 a.m. to WEEKLY BUSINESS 5:00 p.m., Monday through Friday. When using SCHEDULE Automated Attendant for After Hours Call Handling only, set all the days to closed. Follow Form B: System Parameters to identify the hours the company is open for business and when it is closed.
  • Page 35 Select the day you want to program. If you are programming the same hours for several days, use [ to set the same schedule for all days, then change it for the one or two days that aren’t on the same schedule. >...

  • Page 36: Chapter 3: System Greetings

    Chapter 3: System Greetings Automated Attendant Greetings Recording the Day and Night Greeting Recording a Call Answer Greeting Recording a Voice Mail Greeting...

  • Page 37: Automated Attendant Greetings

    Automated Attendant Greetings If applicable, use the procedures that follow to record the Day Greeting that plays when the company is open and, the Night Greeting that plays when the company is closed. If Form D: Automated Attendant Setting indicates that the Touch-Tone Gate is on, the greeting must ask callers to dial [ ] before the Main Menu plays.
  • Page 38 Choose the appropriate option: ] for the Day Greeting. > ] or the Night Greeting. > ] to record the greeting. Record the greeting (up to ten seconds). ] after recording the greeting. Select one of the following options or go to step 13: ] to rerecord the greeting.

  • Page 39: Recording A Call Answer Greeting

    Recording a Call Answer Greeting Follow Form C: System Greetings to record the Call Answer Greeting. ] (the MERLIN MAIL system extension). MERMAIL The MERLIN MAIL system greeting plays. ] to enter Voice Mail. The Voice Mail greeting plays. System Administrator’s [ ] followed by [ Ext.

  • Page 40: Recording A Voice Mail Greeting

    Recording a Voice Mail Greeting Follow Form C: System Greetings to record a Voice Mail Greeting. ] (the MERLIN MAIL system extension). MERMAIL The MERLIN MAIL system greeting plays. ] to enter Voice Mail. The Voice Mail greeting plays. System Administrator’s [ ] followed by [ Ext.

  • Page 41: Chapter 4: Call Handling

    Chapter 4: Call Handling Call Handling Methods Selecting Immediate Call Handling Creating Call Distribution Groups (CDG) Setting Delayed Ring for Operator Setting Lines to No Ring for AA Ports Setting No Ring for Other Stations Setting Immediate Answer Selecting Delayed Call Handling Creating Call Distribution Groups (CDG) Setting Immediate Ring for Operator Setting No Ring for AA Ports...

  • Page 42: Call Handling Methods

    Call Handling Methods The Automated Attendant (AA) Service can answer calls immediately (primary) or after a delay (secondary). In addition, it can direct fax calls automatically to fax machines and route after-hours calls to the appropriate person, department, or announcement. Refer to "Selecting Immediate Call Handling"...

  • Page 43: Setting Delayed Ring For Operator

    Press the line or line pool buttons associated with AA. Green light on = line assigned to CDG Green light off = line not assigned to CDG Press [ ] to continue administration or to Conference leave administration mode slide the T/P switch to the center position.

  • Page 44: Setting Lines To No Ring For Aa Ports

    Use Centralized Programming to set lines answered by the SETTING LINES TO NO RING FOR Automated Attendant Service to no ring at the AA ports. AA PORTS At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice.

  • Page 45: Setting No Ring For Other Stations

    SETTING NO If the lines covered by the Automated Attendant Service RING FOR appear at any other station, use Centralized Programming OTHER STATIONS to set them for no ring. At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice.

  • Page 46: Setting Immediate Answer

    SETTING IMMEDIATE Follow the procedure only if you are changing Automated ANSWER Attendant Service from delayed answer to immediate answer. If you are performing the initial installation, do not use this procedure since immediate answer is the factory setting. Since this selection sets all ports to immediate NOTE: answer, you must reset the Call Answer ports if they should be set for delayed answer.

  • Page 47: Selecting Delayed Call Handling

    Selecting Delayed Call Handling With Delayed Call Handling, the Automated Attendant Service acts as a backup to the primary call handler, usually a receptionist, when he or she does not answer calls within four rings. CREATING CALL Follow Form D: Automated Attendant Settings to assign DISTRIBUTION the AA ports to a Call Distribution Group.

  • Page 48: Setting Immediate Ring For Operator

    SETTING IMMEDIATE At the System Operator’s phone, program the lines RING FOR covered by the Automated Attendant Service for OPERATOR immediate ring. Press a line or line pool button. Choose the appropriate option: > ] for immediate ring on one line or line pool.

  • Page 49: Setting No Ring For Other Stations

    Repeat this procedure for each AA port. Press [ ] to continue administration or to leave Conference administration slide the T/P switch to the center position. SETTING NO RING If the lines covered by the Automated Attendant Service FOR OTHER also appear at any other station, use Centralized STATIONS Programming to set them for no ring.

  • Page 50: Setting Delayed Answer

    SETTING DELAYED Follow Form D: Automated Attendant Settings to set the ANSWER Automated Attendant Service for delayed call handling. ] (the MERLIN MAIL system extension). MERMAIL The MERLIN MAIL system greeting plays. ] to enter Voice Mail. The Voice Mail greeting plays. System Administrator’s [ ] followed by [ Ext.

  • Page 51: Selecting Fax Call Handling

    Selecting Fax Call Handling If requested on Form D: Automated Attendant Settings, administer the MERLIN MAIL system to distinguish fax calls from regular voice calls in order to transfer fax calls immediately to a fax machine. Fax Call Handling can be combined only with Immediate Call Handling.

  • Page 52: Selecting After Hours Call Handling

    System Administrator’s [ ] followed by [ Ext. System Administrator’s [ ] followed by [ Password The Voice Mail Activity Menu plays. ] to administer the MERLIN MAIL system. The System Administration Menu plays. ] to administer System Parameters. The System Parameter Menu plays. ] to administer the fax extension.
  • Page 53 Assigning AA Ports Follow this procedure to add the AA ports to all Night to Night Service Service Groups. Groups At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice.
  • Page 54 At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P. Press [ ] twice. Conference The Administration Menu appears. From the Administration Menu, press [ ], [ More Night From Night Menu, press [ ], [ More Start...

  • Page 55: Selecting Night Service Only

    SELECTING NIGHT In this case, Automated Attendant Service answers calls SERVICE ONLY only after business hours. Follow Form C: System Greetings to record the Night Greeting and create the Night Main Menu using Form F: Automated Attendant Night Main Menu. Assigning AA Ports Follow the procedures below to assign the AA ports to a to Night Service...
  • Page 56 Follow the procedure below only if Night Service is Selecting Night invoked by the MERLIN II R3 system through Night Service with Service with Time Set. Be sure the MERLIN II R3 system Time Set clock is set for the current time and date. Night Service can also be invoked manually by NOTE: programming a Night Service button at an...
  • Page 57 Perform the appropriate action: To turn on timer-controlled Night Service, dial the > current day number (0 through 6, Sunday=0) followed by [ Enter > To turn off timer-controlled Night Service, ], then [ Enter Press [ ] to continue administration or Conference to leave administration slide the T/P switch to the center position.

  • Page 58: Chapter 5: Automated Attendant Service

    Chapter 5: Automated Attendant Service Providing Automated Attendant Service Changing the Touch-Tone Gate Setting Creating Announcements Creating Submenus Creating the Main Menu...

  • Page 59: Providing Automated Attendant Service

    Providing Automated Attendant Service Although it’s easier for planning purposes to write the Day and Night Main Menus before submenus and announcements, when you administer the MERLIN MAIL system, create submenus and announcements first. To help you remember this, reorganize the Automated Attendant Forms as follows: Form H: Automated Attendant Announcements Form G: Automated Attendant Submenus...

  • Page 60: Creating Announcements

    Your [ ] followed by [ Ext. Your [ ] followed by [ Password Your name plays, followed by the Voice Mail Activity Menu. ] to administer the MERLIN MAIL system. The System Administration Menu plays. ] for Automated Attendant. The Automated Attendant Administration Menu plays.
  • Page 61 ] to administer the MERLIN MAIL system. The System Administration Menu plays. ] for Automated Attendant. ] to administer an announcement. ] to record an announcement. Enter the announcement number (01 through 99) followed by [ You will be prompted to confirm the announcement number. Choose the appropriate option: ] for Yes to continue.

  • Page 62: Creating Submenus

    Creating Submenus You can create up to 99 submenus, although more than two levels of menus can confuse callers. If you are creating more than one submenu, create the lowest level submenu first. Follow Form G: Automated Attendant Submenus to specify the submenu number, the Selector Codes, the type of transfer, and record the entire submenu script.
  • Page 63 Enter the extension, submenu, or announcement number where calls will be transferred, followed by #. The Selector Code, transfer type, and number are confirmed. Repeat steps 10 and 12 for each Selector Code. When finished, go to step 14. ] to approve. The prompt asks you to record the submenu script, "Record at the tone."...

  • Page 64: Creating The Main Menu

    Creating the Main Menu Create the Day Main Menu following Form E: Automated Attendant Day Main Menu, and/or the Night Main Menu following Form F: Automated Attendant Night Main Menu. If the Main Menu transfers callers to submenus or NOTE: announcement, create them first.
  • Page 65 ] to modify the Main Menu. Enter the Selector Code ( [ ] through [ If you are not assigning Selector Codes 1 NOTE: through 4 (factory set for transfer directly to an extension), use [ ] to delete them from the Main Menu.
  • Page 66 ] to approve the Main Menu. The prompt says, "Menu saved." ] to continue. The current Dial 0/Timeout Option plays, followed by the Dial 0/Timeout Option Menu. Choose the Dial 0/Timeout Option: ] for System Operator. > ] for General Mailbox. >...

  • Page 67: Chapter 6: Call Answer Service

    Chapter 6: Call Answer Service Providing Call Answer Service Providing Button Coverage Setting Immediate Answer Assigning Secondary Coverage to CA Ports Providing Group Coverage Assigning CA Ports to a CDG Personal Coverage Assigning Lines to CA Ports Assigning CA Ports and Lines to a CDG Setting Lines for N Ring Setting Delayed Answer...

  • Page 68: Providing Call Answer Service

    Providing Call Answer Service Three coverage schemes available for Call Answer Service require additional administration: Button Coverage Group Coverage Personal Coverage You can combine Button Coverage with Group Coverage, and Personal Coverage with Group Coverage, but you cannot combine Button Coverage with Personal Coverage. Providing Button Coverage Follow Form I: Call Answer Coverage Schemes to assign button coverage to up to six stations for each...

  • Page 69: Setting Immediate Answer

    NOTE: Each CA port can cover up to six stations. Press the button to confirm setting. ] for delayed ring. The red light next to the button flashes. SETTING IMMEDIATE Follow the procedure only if you are changing ANSWER Call Answer Service from delayed answer to immediate answer.

  • Page 70: Providing Group Coverage

    Providing Group Coverage Follow Form I: Call Answer Coverage Schemes to assign this coverage for two-port configurations that need to cover more than 12 stations or four-port configurations that need to cover more than 24 stations. When combining Group Coverage with Personal NOTE: Coverage, set the MERLIN MAIL system for delayed answer (see "Setting Delayed Answer"...

  • Page 71: Personal Coverage

    Personal Coverage Follow Form I: Call Answer Coverage Schemes to assign personal coverage for outside calls only. ASSIGNING LINES Follow the procedure below to assign lines to the CA port. TO CA PORTS At the MERLIN II R3 System Display Console, enter administration mode by sliding the T/P switch to P.

  • Page 72: Setting Lines For No Ring

    Enter the CDG number, then press [ Enter Choose the appropriate option: Press the Auto Intercom button of the CA ports. > Green light on = port assigned to CDG Green light off = port not assigned to CDG Press line button of lines assigned to CA. >...

  • Page 73: Setting Delayed Answer

    SETTING DELAYED Follow the procedure below to administer Call Answer ANSWER Service for delayed answer. ] (the MERLIN MAIL system extension). MERMAIL The MERLIN MAIL system greeting plays. ] to enter Voice Mail. The Voice Mail greeting plays. System Administrator’s [ ] followed by [ Ext.
  • Page 74 Chapter 7: Post-Implementation Steps Programming Helpful Features Programming Auto Dial Buttons Programming a Delete Message Button Programming a Return Message Button Performing Acceptance Tests Checking the Automated Attendant Service Immediate Answer Delayed Answer Day Main Menu Supervised Transfer Unsupervised Transfer Fax Call Handling Night Main Menu Checking the Call Answer Service...

  • Page 75: Programming Helpful Features

    Programming Helpful Features The following features provide added flexibility for using the MERLIN MAIL system. Although these feature buttons are not required, they help better integrate the MERLIN MAIL system with MERLIN II R3 system operation. Programming Auto Dial Buttons Program an Auto Dial button for all Voice Mail subscribers to provide one-touch dialing from ATL phones into Voice Mail.

  • Page 76: Programming A Delete Message Button

    ] followed by the CDG number of either the AA or CA ports. If possible, use whichever MERLIN MAIL NOTE: system ports are not set for delayed answer. Press the button to confirm the setting. Label the button "MERMAIL" on the phone. Repeat steps 4 through 9 for each phone.

  • Page 77: Programming A Return Message Button

    Programming a Return Message Button When a subscriber with a display phone receives a message from the MERLIN MAIL system, the green message waiting light goes on and the label, "MERMAIL," appears on the display when the subscriber presses his or her Message button. If the subscriber has a Return Message button programmed, he or she can retrieve the MERLIN MAIL system messages by pressing the Return Message button...

  • Page 78: Performing Acceptance Tests

    Performing Acceptance Tests After you complete all administration for the MERLIN MAIL system, perform the following tests to verify that each service has been properly administered. Checking the Automated Attendant Service Perform the appropriate tests to ensure that the Automated Attendant Service is working properly.

  • Page 79: Supervised Transfer

    Ensure that the transfer is made to the appropriate extension, announcement, or submenu. Repeat this test for each Selector Code offered on the Main Menu. SUPERVISED Place a call to a station assigned supervised transfer TRANSFER (Class of Service 4 through 6), but do not answer it. After four rings, you should be prompted to leave a message or transfer to another station.

  • Page 80: Night Main Menu

    Perform the step for the appropriate Night Service NIGHT MAIN MENU option: For Night Service with Time Set, administer > the current time to be two minutes before the time set for night mode to go into effect, then wait three minutes.

  • Page 81: Checking The Call Answer Service

    Checking the Call Answer Service Once you administer the Call Answer Service, perform the following tests to verify that it is working properly. Place a call to one of the covered stations. BUTTON COVERAGE Listen for the Call Answer Greeting. It should play after the call rings a few times at the covered station.

  • Page 82: Group Coverage

    GROUP COVERAGE Ask the System Operator to transfer you to a Call Answer port. After the System Operator transfers your call, you should hear the Call Answer Greeting. Dial the extension of a valid subscriber. Leave a message in the Mailbox. Ask the subscriber to verify that the message was received.

  • Page 83: Chapter 8: Troubleshooting

    Chapter 8: Troubleshooting Troubleshooting...
  • Page 84 Troubleshooting Trouble Indication Reason/Response Touch-Tones are missed. If you are using a speakerphone, turn off the microphone. The connection is weak so the MERLIN MAIL system may not be able to interpret Touch-Tones while a greeting plays. Wait until the greeting finishes before entering the Touch-Tones.
  • Page 85 Trouble Indication Your Response Message waiting lamp will not It takes about 30 seconds to turn the turn on or off. lamp on or off. If there is heavy call traffic, it may take slightly longer. The message waiting lamp remains on until all messages are removed from the Mailbox.
  • Page 86 Trouble Indication Your Response The MERLIN MAIL system doesn’t The system may be administered for answer immediately. delayed answer, or the MERLIN II R3 system may have been set for delayed ring or no ring. Check the modular cords on the MERLIN MAIL system unit to make sure they are securely connected.

  • Page 87: Glossary

    Glossary Administration The method of programming that selects, activates, and deactivates the MERLIN MAIL system features. Announcement An informative message (usually provides frequently requested information) that is prerecorded by the System Administrator and plays to callers who select it from the Main Menu or submenus. Callers cannot select another extension or Selector Code once they select an announcement from the menu, but they can transfer to the operator.
  • Page 88 Call Distribution Assigns a single extension number to a group of phones so Group (CDG) that calls ring in a round robin fashion. After three rings, all the phones assigned to the group ring. Class of Service Consists of the total time allocated to a Mailbox (5, 10, or 15 minutes) and the type of transfer (unsupervised, supervised, or no transfer).
  • Page 89 A storage area (Mailbox 9999) where callers who are General Mailbox dialing from rotary phones or callers who do not know the extension of the person they would like to contact can leave messages. The individual responsible for transferring messages in the General Mailbox Owner General Mailbox to the appropriate person.
  • Page 90 Main Menu Script The list of options that plays after the Automated Attendant Day or Night Greeting. It describes what is available on the Main Menu and provides a list of Selector Codes to direct callers to the extension, submenu, or announcement they want. Night Greeting The greeting that plays when a company is closed.
  • Page 91 Submenu A lower level menu that is accessed through the Main Menu or another submenu that provides additional menu options to callers. Submenu Script Plays to callers when they select a submenu from the Main Menu or another submenu and offers the list of options available on the submenu.
  • Page 92 Temporary A special greeting that plays to callers when a company Closure Greeting closes unexpectedly due to inclement weather or an emergency. Touch-Tone Gate A feature that can be activated to determine quickly whether a caller is dialing from a rotary phone. When the Touch-Tone Gate is on, callers must dial a digit before the Main Menu plays.
  • Page 93 Voice Mail Greeting The greeting that plays to subscribers who call into the Voice Mail for messages. Voice Mail Service Allows subscribers to send messages to other subscribe, retrieve their own messages, record their own greetings, and create their own passwords. System administration for the MERLIN MAIL system is also done through the Voice Mail Service.
  • Page 94 Index Class of Service, 2-9, 8-2, GL-2 AA, See Automated Attendant Service. CO dial tone, 2-6 AA/VMS, assigning ports, 2-5 Configuring, 1-1, 2-1, 2-5 after-hours calls, 4-1, 4-11 ports, 1-1, 2-5 announcement, 5-2, GL-1, GL-3, GL-4, GL-5, GL-6 system, 2-1 creating, 5-2 Connection, modem, 1-6 recording, 5-2...
  • Page 95 facsimile, See fax machines. Mailbox, 2-7, 2-8, 8-2, GL-3 factory setting, GL-2 assignments, 2-7 fax calls, 4-1, 4-11 creating, 2-8 after hours, 4-11 full, 8-2 fax call handling, 4-10 — 4-11, 5-1, 7-5 storage size, 8-2 testing, 7-5 Main Menu, 3-1, 5-1, 5-6, GL-1, GL-2, GL-3, fax machines, 4-1, 4-10 —...
  • Page 96 assigning to AA/VMS, 2-5 creating, 5-4 Automated Attendant Service, 2-11 script, GL-5 Call Answer Service, 2-11 subscriber, 8-3, GL-3, GL-5, GL-7 labeling, 2-7 supervised transfer, 7-5, 8-1, GL-2, GL-5 remote diagnostics, 1-6 testing, 7-5 serial, 1-1 switch, 1-6, 1-8 post-implementation steps, 7-1 — 7-8 modem, 1-8 primary call handler, 4-6, 7-4 setting, 1-6...
  • Page 97 Touch-Tone Gate, 3-1, 5-1, GL-6 changing, 5-1 transfer, GL-1 transfer type, GL-3, GL-4, GL-5, GL-6 Trouble Mailbox, 8-2 troubleshooting, 8-1 — 8-3 unsupervised transfer, 7-5, GL-2, GL-6 testing, 7-5 upgrading, two-port to four-port, 1-7 visitors, GL-4 VMS, See Voice Mail Service. Voice Mail, 7-1, 8-3 Voice Mail Service, 2-5, 2-7, 7-1, 8-3, GL-5, GL-7 assigning ports to, 2-5...
  • Page 98 MERLIN MAIL System Voice Mail Service Sys. Administrator's Ext. + # (9997#) Sys. Administrator's Passwd + # (1234#) Administration System Parameters Schedule Auto Attendant Mailboxes Greetings Port Allocation Voice Mail Update Play Delayed Answer Weekly Night Create Call Answer Submenus Today Fax Extension Modify...

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