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AT&T MERLIN II Attendant Installer's Manual
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AT&T MERLIN II Attendant Installer's Manual

AT&T MERLIN II Attendant Installer's Manual

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AT&T
®
MERLIN
II
COMMUNICATIONS SYSTEM
MERLIN II Attendant
Installer's Guide

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Summary of Contents for AT&T MERLIN II Attendant

  • Page 1 AT&T ® MERLIN COMMUNICATIONS SYSTEM MERLIN II Attendant Installer’s Guide...
  • Page 2 Issue 2 ©1989 AT&T January, 1990 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, your 1-800-432-6600 and include the document number 518-600-017 with...

  • Page 3: Table Of Contents

    Contents Section 1: Installation Requirements Overview Requirements Equipment and Location 1-10 Administration Procedures 1-14 Connecting the MERLIN II Attendant Section 2: Initial Programming 2 - 1 P r o g r a m m i n g F e a t u r e s Section 3: Testing and Troubleshooting 3 - 1 T e s t i n g...
  • Page 4 FCC Notification Information Communications Commission (FCC) Rules Federal INTERFERENCE require that you be notified of the following: INFORMATION This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instructions in this manual, may cause interference to radio communications.

  • Page 5: Overview

    Overview The MERLIN II Attendant answers incoming calls on designated lines with a prerecorded message and directs callers to the appropriate extension in the MERLIN® II Communications System Release 3. This equipment can: reduce the workload of the receptionist insure incoming calls are answered during peak calling periods answer incoming calls after-hours and on holidays and weekends...
  • Page 6 Call Supervision • The MERLIN II Attendant can supervise calls and monitor the progress of calls. Alternate Routing • When the first requested extension is unavailable, callers can be transferred automatically to an secondary extension. Battery Backup • Routing plans and programming changes can be saved up to eight weeks following a power outage, provided the battery is fully charged.
  • Page 7 • battery Table 1-1 describes the meaning of the different light combinations when ac power is connected: TABLE 1-1 Meaning of Power and Battery Lights Power Battery Light Description Light O f f Battery charging Battery fully charged Unit operating on battery power Unit not operating;...
  • Page 8 FIGURE 1-2 Back view of the MERLIN II Attendant. reset • This recessed button resets the MERLIN II Attendant. See “Troubleshooting” for details. setup switches • four setup switches. Switches 1,2, and 3 There are control the MERLIN II Attendant response to a power outage as shown in Table 1-2;...
  • Page 9 TABLE 1-2 Meaning of Setup Switch Settings Off (up) Switch (Down) Recorded Recorded announcements are announcements are retained during a erased during a power power outage outage Routes and other Routes and other programming programming parameters are parameters are reset to retained during a defaults during a power outage...
  • Page 10 to line • This connects the MERLIN II Attendant with the Basic Telephone (012) Module on the MERLIN II system control unit. 1-6 Overview...

  • Page 11: Equipment And Location Requirements

    Equipment and Location Requirements The following equipment is supplied with the MERLIN II Attendant: Power cord with transformer • • 8-foot, 6-wire modular phone cord • Mounting plate • User’s Guide a 517C13 Basic Also required, but not supplied, is Telephone (012) Module housed in a MERLIN II Release 3 system control unit.
  • Page 12 TABLE 1-3 Calls Per Hour Table Calls Number of Per Hour Units Needed 25-50 50-100 If the customer does not know the number of calls the business gets during peak hours, you can estimate how many MERLIN II Attendants are required by asking the customer how many incoming lines the business has.
  • Page 13 • Not more than 10 feet away from the MERLIN II system control unit A sufficient distance away from a heating or cooling • source to prevent exposure to temperatures beyond 32 °F to 104 °F (O °C to 40 °C) Equipment and Location Requirements 1-9...

  • Page 14: Administration Procedures

    Administration Procedures Before installing the MERLIN II Attendant you must administer a port on the Basic Telephone (012) module for each unit you are connecting. Do not administer the port for outward call CAUTION: restriction. While you are performing administration procedures, you should also administer the lines that will be assigned to the MERLIN II Attendant(s).
  • Page 15 Press to return to the main administration Conference menu or slide the T/P switch to the center position to leave administration mode. Use the following procedure to administer the lines or line ADMINISTERING pools to be answered by the MERLIN II Attendant: LINES/LINE POOLS Enter administration mode by sliding the T/P switch to Press...
  • Page 16 Use this procedure when you are installing more than one ADMINISTERING MERLIN II Attendant to answer the same lines or line CALL DISTRIBUTlON pools: GROUPS by sliding the T/P switch to Enter administration mode Press twice. Conference The administration menu appears. Press Stations More...
  • Page 17 If the customer wants the Night announcement to play ADMINISTERING whenever the business is closed, assign the MERLIN II NIGHT SERVICE Attendant to the appropriate Night Service group. Enter administration mode by sliding the T/P switch to Press twice. Conference The administration menu appears.

  • Page 18: Connecting The Merlin Ii Attendant

    Connecting the MERLIN II Attendant Before initial installation of the MERLIN II CAUTION: Attendant, set switches 1 and 2 on the back panel to off (up) . Follow the steps below to install the MERLIN II Attendant: FIGURE 1-3 Setup Switch Positions for Installing Unit. Connect a basic Touch-Tone phone to the port on the Basic Telephone (012) Module that you have administered for the MERLIN II Attendant.
  • Page 19 Repeat steps 1 through 4 for each MERLIN II Attendant port. Place the MERLIN II Attendant on a table or desktop or mount it using the mounting bracket: To avoid internal damage and feature CAUTION: malfunction, do not stack multiple MERLIN II Attendants.
  • Page 20 Switch Settings TABLE 1-5 When Operating Unit Result Setting Switch Saves recorded announcements during power outage Saves routes and programmable features during power outage Does not use battery backup to answer calls during power outage (See NOTE) Not used During a power outage there is no need to use battery NOTE: backup to answer calls if the MERLIN II Attendant shares an Uninteruptible Power Supply (UPS) with the...
  • Page 21 FIGURE 1-4 Connecting the MERLIN II Attendant. 1-17 Connecting the MERLIN II Attendant...

  • Page 22: Programming Features

    Programming Features The MERLIN II Attendant is programmed from a Touch- Tone phone using special command strings that are discussed in this section. For each command string: * tells the MERLIN II Attendant that the following digits are a part of a command string. It can also be used to start a command over when a mistake is made #denotes the end of an entry or executes the command string...
  • Page 23 MERLIN II Attendant Planning Forms can be NOTE: ordered through the AT&T Customer Information Center, 1-800-432-6600. Use this document number when ordering: 999-504-139 Perform the following steps before you begin ENTERING programming: PROGRAMMING M O D E Connect a basic Touch-Tone telephone to an unused port on the Basic Telephone (012) Module.
  • Page 24 To set the MERLIN II Attendant clock, use the following procedure: Dial *71 followed by: One digit for the current day of the week Sunday Monday Tuesday Wednesday Thursday Friday Saturday Two digits for the current month January February March April June July...
  • Page 25 Two digits for the current minute (00 - 59) Two digits for the current second (00 - 59) Step g is optional. NOTE: Dial # to enter the command. The two-beep confirmation tone sounds. Continue programming or dial #to exit authorized caller mode.
  • Page 26 Continue programming or dial # to exit authorized caller mode. Dial # again to disconnect. Refer to MERLIN II Attendant Planning Form B for the SETTING THE customer’s business hours. The default setting is Monday BUSINESS HOURS to Friday, 8:30 a.m. to 5:00 p.m. Dial *73 followed by: One digit code for the day of the week: Sunday...
  • Page 27 Continue programming or dial *# to exit authorized caller mode. To disconnect, dial #. Five announcements are available. Each has a default REALLOCATING duration in seconds, totaling 64 seconds. Refer to ANNOUNCEMENT MERLIN II Attendant Planning Form D to see if the TIMES customer has elected to lengthen or shorten any of the time allocations.
  • Page 28 Follow the procedure below to reallocate announcement times: This procedure causes all announcements to CAUTION: be erased. Dial *49 followed by the announcement time lengths for each announcement: Set the time allocation to 00 for any NOTE: announcement that is not being used. Two digits for the maximum time (in seconds) allocated for the Day announcement Two digits for the maximum time (in seconds)
  • Page 29 Refer to MERLIN II Attendant Planning Form D for the RECORDING standard announcements. The customer may elect to ANNOUNCEMENTS record these announcements in his or her own voice or the voice of another employee. When recording the announcement, the speaker should speak clearly, use a normal tone of voice, and pause after each route number so that when the message is played the caller has an opportunity to hear the number he or she...
  • Page 30 Continue programming or dial *#to exit authorized caller mode. Dial # to disconnect. To confirm the recording of announcements, use the PLAYING BACK following procedure: ANNOUNCEMENTS Dial followed by the appropriate announcement code: Day announcement Night announcement Transfer Fail announcement Hold announcement Connect announcement You hear the renouncement as it was recorded.
  • Page 31 a car serviced would not want to talk to the sales department if the service department was unavailable. FIGURE 2-1 Blind Transfer process. 2-10 Programming Features...
  • Page 32 • Supervised Transfer During a supervised transfer, calls are monitored by Attendant. If the route or extension MERLIN II number is busy or doesn’t answer, the MERLIN II Attendant retrieves the call and handles it one of two ways: > If a secondary extension is provided, the MERLIN II Attendant transfers the call to the secondary extension when the first (primary)
  • Page 33 FIGURE 2-2 Supervised Transfer process. 2-12 Programming Features...
  • Page 34 Refer to MERLIN II Attendant Planning Form E to see how the customer would like to handle incoming calls. The MERLIN II Attendant can be configured to handle Programming Call calls in two ways: Handling Options Immediate Call Handling • The MERLIN II Attendant answers all the calls coming in on the specified lines.
  • Page 35 FIGURE 2-3 Immediate and Backup Call Handling. 2-14 Programming Features...
  • Page 36 Refer to MERLIN II Attendant Planning Form F to see if Programming the customer has planned any supervised transfer routes. Supervised Transfer To program these routes: Routes If you make a mistake and want to reprogram a NOTE: particular route, enter *3 followed by the route number (0 through 9) and dial # four times.
  • Page 37 When the business is closed, the Night Primary Extension is the first number that the MERLIN II Attendant dials when a caller selects this route after normal business hours. Dial #to indicate the end of the command for the Night Primary Extension. Dial the Night Secondary Extension.
  • Page 38 Dial Dial the mute number (0 through 9). This is the number callers enter when they want to be connected to a particular department. When programming route 0 for the N O T E : receptionist, use an extension number that is not in the dial plan, such as 720, so that calls to the receptionist are directed to a line button not to an intercom button.
  • Page 39 If the customer wants callers to have the option to enter individual extension numbers so that they can be connected to employees’ telephones directly, these commands can improve the processing of those calls. Call transfers to extensions can be expedited when the MERLIN II Attendant knows which extensions are valid in the MERLIN II system and what the maximum number of digits are in an extension (two to four).
  • Page 40 TABLE 2-2 Call Processing Options Possible Current Default Option/ Program Setting Settings Setting Description Code 1 – 5 2901 Day Answer Delay In Day mode, number of rings before the MERLIN II Attendant answers an incoming call. Determines immediate or backup call handling. 1–15 2902 Night Answer Delay...
  • Page 41 TABLE 2-2 Call Processing Options (continued) Program Default Possible Option/ Current Code Description Setting Settings Setting 2918 Extension Transfer 1 – 2 Indicates how extension calls are transferred. If blind transfer (2) is selected, calls are transferred to the receptionist when an extension dialed is busy or does not answer.
  • Page 42 Wait for an answer. Dial * followed immediately by your authorized caller number and #. The two-beep confirmation tone sounds. Dial * followed by “Program Code” shown on Table 2-2. Day Answer Delay 2901 = Night Answer Delay 2902 = Dialing Delay 2903 = Extension Delay...

  • Page 43: Testing

    Testing Once you have installed and programmed the MERLIN II Attendant, you should dial the MERLIN II Attendant extension and perform the following tests: Use this procedure if the customer has programmed any T E S T I N G supervised transfer routes: SUPERVISED TRANSFER ROUTES...
  • Page 44 Use this procedure if the customer allows callers to enter TESTING EXTENSION individual extension numbers: NUMBERS Dial a valid extension number. If the system includes various numbers of N O T E : extension digits (e.g., 2- and 3-digit extensions), dial a valid extension number for each extension length.

  • Page 45: Troubleshooting

    Troubleshooting MERLIN II Attendant detects a problem, the unit If the OUT-OF-SERVICE enters an out-of-service state. The LED labeled “battery” C O D E S on the front panel blinks a specific number of times, pauses, then repeats the pattern. Refer to Table 3-1 for list of the Out-of-Service codes.
  • Page 46 TABLE 3-I Out-of-Service Codes Number of Blinks Problem Announcements were not recorded or were erased (slow blink) or cannot compute battery level (fast blink). Unable to turn Voice Recorder off. Unable to turn Voice Recorder on. Unable to turn Voice Playback off. Unable to turn Voice Playback on.
  • Page 47 You can connect a TI 700 or equivalent 1200-baud serial PRINTING REPORTS printer to the serial i/o port of the MERLIN II Attendant to produce reports to analyze call traffic patterns or to see how routes, announcement times, or business schedules are programmed.
  • Page 48 The traffic analysis report provides the following Contents of a Traffic information: Analysis Report • Route is detailed by route number (O through 9) The report Messages • field is not relevant to the MERLIN II Attendant. This Attempted • field contains the number of times outside callers This have selected a particular route since the last time the...
  • Page 49 The cable must be configured as shown in Table 3-2. TABLE 3-2 Pinout Assignment for the TI 700 Printer TI 700 Printer MERLIN II Attendant 7/5—Signal Ground Signal Ground—3 Ready-8 6/6-Data Set Ready Data Terminal 20/4—Data Terminal Ready Data Set Ready-6 4/7—Request to Send 5/8-Clear to Send 3/2—Receive Data...
  • Page 50 To reset the call handling traffic statistics to O, perform the Resetting the following steps: Counters Dial the MERLIN II Attendant extension from a Touch-Tone phone, preferably a single-line set. If you are programming from a multiline N O T E : Touch-Tone phone connected to a MERLIN II system control unit, you must enter an additional pound (#) sign each time a...
  • Page 51 Dial #. Once the report is completed, exit authorized caller mode by dialing *#. To disconnect, dial #. If the default authorized caller code (789) is changed and LOST AUTHORIZED the new code is lost or forgotten, the default code can be CALLER CODE restored.
  • Page 52 Index clocks, 1-1 setting, 2-2 —2-4 Administration mode synchronizing, 2-2 entering, 1-10 Command strings, 2-1 leaving, 1-11 Connectors, 1-3 —–1-6 Alternate routing, 1-2 C o r d s Announcements, 1-1 power, 1-7, 1-15 duration, 2-6 —2-7 6-wire modular phone, 1-7 maintained during power outage, 3-4 counter, reset, 3-8 playing back, 2-9...
  • Page 53 Out-of-service codes, 3-3 Recording announcements, 2-8 —2-9 table, 3-4 Remote programmability, 1-1 Outward Restriction, administering, 1-11 Reports announcement time allocations, 3-7 business schedule, 3-7 call processing, 3-8 Panel, bacl, 1-3 routes, 3-7 Panel, front 1-2 traffic analysis, 3-7 Planning forms, 2-1 Reserved, 1-5 Planning Form A, 2-4 Reset button, 1-4,3-3...