Related Manuals for AT&T MERLIN PIus Attendant
Summary of Contents for AT&T MERLIN PIus Attendant
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Page 1: Merlin Attendant
518-600-042 AT&T ® MERLIN PIus COMMUNICATIONS SYSTEM MERLIN Attendant Installer’s Guide... - Page 2 Issue 1 © 1990 AT&T June, 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, 1-800-432-6600 and include the document number 518-600-042 with your order.
- Page 3 MERLIN is a registered trademark of AT&T. © Copyright 1990 by AT&T All Rights Reserved Printed in the United States of America 518-600-042 May, 1990 Issue 1 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.
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Page 4: Table Of Contents
Contents Section 1: Installation Requirements Overview Equipment and Location Requirements Administration Procedures Connecting the MERLIN Attendant SectIon 2: Initial Programming Programming Features Section 3: Testing and Troubleshooting Testing Troubleshooting Index... - Page 5 List of Figures Page Figure Front view of the MERLIN Attendant Back view of the MERLIN Attendant. Setup Switch Positions for Installing Unit. 1-12 Connecting two MERLIN Attendants. 2-11 Blind Transfer process. 2-13 Immediate and Backup Call Handling.
- Page 6 List of Tables Page Table Meaning of Power and Battery Lights Meaning of Setup Switch Settings Intercom Numbers for MERLIN Attendant Calls Per Hour Table Incoming Lines Table Installing BTMI-2s on Station Intercom Numbers 1-10 1-11 Switch Settings When Operating Unit Announcement Time Allocations 2-16 Call Processing Options...
- Page 7 FCC Notification Information Federal Communications Commission (FCC) Rules 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.
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Page 8: Section 1: Installation Requirements
Section 1: Installation Requirements... -
Page 9: Overview
Overview ® The MERLIN Attendant answers incoming calls on designated lines with a prerecorded message and directs callers to the appropriate extension in the MERLIN Plus Communications System Release 1 or 2. This equipment c a n : • reduce the workload of the receptionist •... -
Page 10: Front View Of The Merlin Attendant
• System Clock/Weekly Calendar An internal clock and calendar can track business hours and days of operation to allow the appropriate announcement to be played to callers. • B a t t e r y B a c k u p Routing plans and programming changes can be saved up to eight weeks following a power outage, provided the battery is fully charged. -
Page 11: Back View Of The Merlin Attendant
TABLE 1-1 Meaning of Power and Battery Lights Power Battery Description Light Light Battery charging Battery fully charged Unit operating on battery power Unit not operating; refer to “Troubleshooting” Out of Service code; Blinking refer to “Troubleshooting” • talking This light is on whenever the MERLIN Attendant answers and monitors a call. -
Page 12: Meaning Of Setup Switch Settings
• reset This recessed button resets the MERLIN Attendant. See “Troubleshooting” for details. • setup switches There are four setup switches. Switches 1,2, and 3 control the MERLIN Attendant response to a power outage as shown in Table 1-2; switch 4 is not used. TABLE 1-2 Meaning of Setup Switch Settings Off (up) On (Down) -
Page 13: Intercom Numbers For Merlin Attendant
10 VAC This is the power connector. • serial i/o This is the connection for the printer to perform diagnostic tests. • audio out Not used • reserved Not used • to line This connects the MERLIN Attendant with the Basic Telephone and Modem Interface 2 (BTMI-2) that connects to a station module on the MERLIN Plus system control unit. -
Page 14: Equipment And Location Requirements
Equipment and Location Requirements The following equipment is supplied with the MERLIN Attendant: • Power cord with transformer • 8-foot, 6-wire modular phone cord • Mounting plate • User’s Guide • Basic Telephone and Modem Interface 2 (BTMI-2) The BTMI-2 must be connected to a station module housed in the MERLIN Plus system control unit (Release 1 or 2). -
Page 15: Incoming Lines Table
customer how many incoming lines the business has. Then refer to Table 1-5 to determine the number of MERLIN Attendants required. TABLE 1-5 Incoming Lines Table Number of Number Units Needed of Lines 3 or fewer The number of units needed can also be affected by the type of calls a customer receives. -
Page 16: Administration Procedures
Administration Procedures Before installing a MERLIN Attendant, you must install and administer a Basic Telephone and Modem Interface 2 (BTMI-2) for each unit you are connecting. Perform all the appropriate administration procedures from a multiline MERLIN system telephone that is connected to the MERLIN Plus system control unit. -
Page 17: Connecting The Merlin Attendant
Connecting the MERLIN Attendant CAUTION: Before initial installation of the MERLIN Attendant, set switches 1 and 2 on the back panel to off ( u p ) . Follow the steps below to install the MERLIN Attendant: AT&T reserved to line reset setup 10VAC serial i/o... - Page 18 TABLE 1-6 Installing BTMl-2s on StatIon Intercom Numbers Intercom Number of Number MERLIN Attendants 11 and 12 11, 12, and 13 b Switch the BTMI-2 to “data” mode. Place the MERLIN Attendant on a table or desktop, or mount it using the mounting bracket: a Using a #10 or smaller screw (wood, sheet metal, concrete), attach the wall mounting bracket to a vertical wall surface so that the hook end of the...
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Page 19: Switch Settings When Operating Unit
6 Plug the other end into a 120 VAC outlet. The power light goes on. If the battery !ight flashes, routes have not been programmed. 7 Reset the setup switches as described in Table 1-7. TABLE 1-7 Switch Settings When Operating Unit Result Switch Setting... -
Page 20: Connecting Two Merlin Attendants
Station module Station ports Line module 11 and 12 Multiline Touch-Tone telephone Basic Telephone and Modem lnterface (BTMI-2) grounded ac outlet 10VAC To line Transformer FIGURE 1-4 Connecting two MERLIN Attendants. 1-12 Connecting the MERLIN Attendant... - Page 21 USING AN If the customer is using an answering machine to cover a ANSWERING station, the Transfer Return Interval for the MACHINE MERLIN Attendant must be set to allow time for the answering machine to handle the call before it is returned to the MERLIN Attendant.
- Page 22 USING CALL If the customer is using the Call Forwarding or Remote FORWARDING OR Line Access features on the same lines assigned to the REMOTE LINE MERLIN Attendant, follow the procedure below: ACCESS NOTE: These features are available only with Release 2 of the MERLIN Plus system.
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Page 23: Section 2: Initial Programming
Section 2: Initial Programming... -
Page 24: Programming Features
Programming Features The MERLIN 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 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 25 4 Continue programming the features in the following order: Set the MERLIN Attendant Clock Set the Business Days Set the Business Hours Reallocate Announcement Times Record Announcements Play Back Announcements Program Routes Change Call Processing Options SETTING THE CLOCK The clock in the MERLIN Attendant must be synchronized with the clock in the MERLIN Plus system control unit to use the night announcement feature.
- Page 26 b Two digits for the current month January February March April June July August September October November December c Two digits for the current date (01 - 31) d Two digits for the current year (00 - 99) e Two digits for the current hour (in military time) midnight ll:00p.m.
- Page 27 SETTING THE Follow the procedure below to set the customer’s business BUSINESS DAYS days (the default is open Monday through Friday). 1 Dial *74 followed by the code for the day of the week: Sunday Monday Tuesday Wednesday Thursday Friday Saturday Entire week 2 Dial one digit to indicate whether the business is open...
- Page 28 SETTING THE Refer to the MERLIN Attendant Planning Configurator BUSINESS HOURS Form for the customer’s business hours. The default setting is Monday to Friday, 8:30 a.m. to 5:00 p.m. 1 Dial *73 followed by: a One digit code for the day of the week: Sunday Monday Tuesday...
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Page 29: Announcement Time Allocations
REALLOCATING Three announcements are available. Each has a duration in ANNOUNCEMENT seconds, totaling 64 seconds. The customer can elect to TIMES lengthen or shorten any of the time allocations as long as the total equals 64 seconds. If a customer is not using an announcement, set the allocated time to 00. - Page 30 Follow the procedure below to reallocate announcement times: CAUTION: This procedure causes all announcements to be erased. 1 Dial *49 followed by the announcement time lengths for each announcement: NOTE: Set the time allocation to 00 for any announcement that is not being used. a Two digits for the maximum time (in seconds) allocated for the day announcement b Two digits for the maximum time (in seconds)
- Page 31 RECORDING The customer may elect to record these announcements in ANNOUNCEMENTS 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 needs to enter.
- Page 32 If the customer is using Call Forwarding or NOTE: Remote Line Access on lines assigned to the MERLIN Attendant, the Attendant will answer calls when the CF or RLA lines are busy. Therefore, the night announcement should instruct callers to call back in a few minutes if the MERLIN Attendant answers.
- Page 33 2 Continue programming or dial *## to exit authorized caller mode. 3 Dial ## to disconnect. DETERMINING THE The MERLIN Attendant is administered to transfer calls ROUTING PLAN using blind transfer only. The MERLIN Plus system control unit handles the call after the MERLIN Attendant transfers the caller to the route or extension number dialed.
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Page 34: Blind Transfer Process
FIGURE 2-1 Blind Transfer process. 2-11 Programming Features... - Page 35 Programming Call The MERLIN Attendant can be configured to handle calls Handling Options in two ways: • Immediate Call Handling The MERLIN Attendant answers all the calls coming in on the specified lines. The receptionist handles callers who are calling from rotary phones or who require additional assistance.
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Page 36: Immediate And Backup Call Handling
Central MERLIN office Plus lines System control unit Receptionist (Release 1 or 2) Overflow MERLIN Attendant MERLIN Attendant is Immediate Call Handler - Calls ring immediately at the MERLIN Attendant. If not answered on the first ring, calls will ring at the receptionist. Central MERLIN office... - Page 37 Programming Routes Follow these steps to enter new routes: NOTE: If you make a mistake and want to reprogram a particular route, enter *3 followed by the route number (0 through 9) and then dial the pound sign (#) eight times. This erases all programmed extensions for the route entered.
- Page 38 CHANGING CALL This section contains a list of ringing options and time PROCESSING delays that can be adjusted depending on the customer’s OPTIONS needs. It also lists several options to improve call processing if the customer allows callers to dial individual extension numbers.
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Page 39: Call Processing Options
TABLE 2-2 Call Processing Options Current Default Possible Option/ Program Setting Settings Setting Description Code 1–5 2901 Day Answer Delay In Day mode, number of rings before the MERLIN Attendant answers an incoming call. Set to 1 for immediate call handling. Set to 5 for backup call handling. - Page 40 To change any of these Call Processing Options: 1 Select an outside line and dial a telephone number that is answered by the MERLIN Attendant. If you are programming from a remote NOTE: location using a single-line standard Touch- Tone phone, enter only one pound (#) sign for every two pound signs (##) that appear in a programing command.
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Page 41: Section 3: Testing And Troubleshooting
Section 3: Testing and Troubleshooting... -
Page 42: Testing
Testing Once you have installed and programmed the MERLIN Attendant, you should dial the MERLIN Attendant from a multi-line Touch-Tone phone and perform the following tests: TESTING ROUTES Use this procedure to test the customer’s routes: Dial the first route number. Use the customer’s route plan to verify that the correct extension rings. -
Page 43: Troubleshooting
Troubleshooting OUT-OF-SERVICE If the MERLIN Attendant detects a problem, the unit CODES enters an out-of-service state. The LED labeled “battery” on the front panel blinks a specific number of times, pauses, then repeats the pattern. Refer to Table 3-1 for a list of the Out-of-Service codes. -
Page 44: Out-Of-Service Codes
TABLE 3-1 Out-of-service Codes Number Problem of Blinks 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 45 PRINTING REPORTS You can connect a TI 700 or equivalent 1200-baud serial printer to the serial i/o port of the MERLIN Attendant to produce reports to analyze call traffic patterns or to see how routes, announcement times, or business schedules are programmed.
- Page 46 Contents of a Traffic The traffic analysis report provides the following Analysis Report information: • R o u t e The report is detailed by route number (0 through 9). • Messages This field is not relevant to the MERLIN Attendant. •...
- Page 47 The cable must be configured as shown in Table 3-2. TABLE 3-2 Pinout Assignment for the TI 700 Printer or AT&T 475 Printer Printer MERLIN Attendant RS-232 DB-25 Connector End Pins 8 Conductor Modular Cable End Pins 7—Signal Ground Signal Ground—3 6—Data Set Ready Data Terminal Ready—8 2—Data Terminal Ready...
- Page 48 USING TI 700 There are two sets of switch settings to check on TI 700 PRINTER printers. The four pencil switches under the paper compartment cover must be set as follows (On= Closed; Off = Open): • Switch 1: OFF •...
- Page 49 4 Dial *2909 and the following appropriate choice: = print route programming = print traffic analysis report = print business schedule = print announcement time allocations 5 Once the report is complete, exit authorized caller mode by dialing *##. 6 To disconnect, dial ##. Resetting the To reset the call handling traffic statistics to 0, perform the Counters...
- Page 50 Printing Call To print the current settings of call processing options, Processing Reports perform the following steps: Select an outside line and dial a telephone number that is answered by the MERLIN Attendant. NOTE: If you are programming from a remote location using a single-line standard Touch- Tone phone, enter only one pound (#) sign for every two pound signs (##) that appear in a...
- Page 51 Unplug the MERLIN Attendant from its power source. With switches 1 and 2 still off (up), plug the MERLIN Attendant back into its power source. Reset switches 1 and 2 to on (down). Dial the default authorized caller code (789). Dial *990046## (the MERLIN Plus macro code).
- Page 52 RECEPTIONIST The MERLIN Attendant is preprogrammed to transfer to HEARS SILENCE OR the receptionist any callers who do not enter a route or DIAL TONE UPON extension number. This means that abandoned calls, as ANSWERING well as calls from rotary phones and from Touch-Tone callers who do not enter a route or extension number, could ring on the receptionist’s telephone.
- Page 53 Index setting, 2-2, 2-4 10 VAC, 1-5 business hours 10 VAC power connector, 1-10 setting, 2-2, 2-5 355A adapter, 3-4 business schedules, 3-4 6-wire modular phone cord, 1-6 button, reset, 1-4, 3-2 abandoned calls, 3-5, 3-12 calendar, 1-2 ac power, 1-2, 1-7, 3-2 weekly, 1-2 disconnecting, 1-4 call forwarding (CF), 1-14, 2-9, 2-16...
- Page 54 allocating time for, 2-6 light, 1-2 - 1-3 day answer delay, 1-8, 2-16 battery, 1-2, 1-11 day mode, 2-16 power, 1-2, 1-11 day primary extension, 2-14 talking, 1-3 default location, choosing for the MERLIN Attendant, 1-7 authorized caller code, 2-1 lost authorized caller code, 3-11 business days, 2-4 lowest extension, 2-16...
- Page 55 rings, number of, 1-13, 2-12, 2-16 disconnecting ac, 1-4 RLA, 1-14, 2-9 failure? 1-2, 1-11, 3-3 rotary phones, 2-12, 3-12 light, 1-2, 1-11 route Power outage erasing, 2-14 programming information, 3-3 invalid, 2-10 recorded announcements, 3-3 programming, 2-14 setup switches control of, 1-4 recording, 2-8 power source MERLIN Attendant 1-7 testing, 3-1...
- Page 56 analyzing, 3-4 report, 3-5 transfer return interval, 1-13 transferring calls, methods, 2-10 transformer, 1-6 troubleshooting, 3-2 Unanswered calls, 1-7 unauthorized personnel, preventing use by, 1-1 Uninterruptible Power Supply (UPI), 1-7, 1-11 User’s Guide, 1-6 voice announcement disable, 1-13 voice mode, 1-10 voice playback, 3-3 voice recorder, 3-3 I-4 I n d e x...