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AT&T MERLIN Plus Training Manual

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AT&T
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MERLIN
Plus
COMMUNICATIONS SYSTEM
Training Manual

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  • Page 1 AT&T ® MERLIN Plus COMMUNICATIONS SYSTEM Training Manual...
  • Page 2 Issue 1 ©1986 AT&T December 1986 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...

  • Page 3: Table Of Contents

    Contents Welcome Getting Started i i i Using the Training Manual i i i Other Training Aids Your Merlin Plus Phone Understanding Telephone Lines Understanding Intercom Lines Understanding Line Lights Understanding Ringing Patterns Changing the Outside Call Ring Changing the Volume of the Ring Personalizing the Ring for Outside Calls Turning the Ring Off or Delaying the Ring Basic Telephone Features...
  • Page 4 Welcome Welcome to the “magic” of the AT&T MERLIN Plus Communications System. Your new MERLIN Plus system will give you the “power” of efficient communications. The power is in the many features that have been designed to meet your most critical telephone communications needs: from speed dialing to conference calling.

  • Page 5: Getting Started I I

    Getting Started This training manual introduces you to the MERLIN Plus features and leads you through the steps involved in the use of each feature. Take a minute now to look through the manual to see how it’s organized. The training manual consists of three major sections: Your MERLIN Plus Phone: This introduces you to the MERLIN Plus and presents general information about how the system works.

  • Page 6: Using The Training Manual

    USING THE TRAINING MANUAL This training manual is designed to help you teach yourself. As you work with the training manual, you’ll notice that the features are usually presented as described below: A brief description. An illustration. An example of how you use the feature. The procedures for using the feature.

  • Page 7: Your Merlin Plus Phone

    Your Merlin Plus Phone ILLUSTRATION 1: MERLIN PLUS PHONES Your MERLIN Plus phone looks like one of these shown in Illustration 1. Each phone has: Buttons to access telephone lines. A dial pad for dialing numbers and programming features. A handset with a coil cord. A T/P (Test/Program) switch that enables you to program features.

  • Page 8: Understanding Telephone Lines

    UNDERSTANDING TELEPHONE LINES Your System Administrator should have told you which phone lines you can access from your phone and what kind of lines they are. Each phone number that goes into your phone (for example, 555-9999, -8888, -7777, etc.) should be written on a button.

  • Page 9: Understanding Intercom Lines

    UNDERSTANDING INTERCOM LINES Each phone in the system is assigned a 2-digit Intercom Number. An Intercom Number is what you use to call someone within the company and what others use to call you. If you have a receptionist (or Attendant), s/he will alert you of an incoming call by dialing your Intercom Number and then transferring the call to you.

  • Page 10: Understanding Ringing Patterns

    UNDERSTANDING RINGING PATTERNS Each type of call you receive produces a different sound: An internal call (beep). An outside call (a long ring). A transferred call (a short then long ring). CHANGING THE OUTSIDE CALL RING You can make three modifications to the long ring that indicates an outside call: The volume of the ringing.
  • Page 11 Result Action To increase the volume: When the phone rings, or when Slide the Volume Control lever on you hear a voice through the the bottom, left side of the phone Speaker, it will be louder. up (HI) to increase the volume. To decrease the volume: When the phone rings, or when Slide the Volume Control lever...

  • Page 12: Personalizing The Ring For Outside Calls

    Personalizing the Ring for Outside Calls You can select any one of eight types of rings on your phone. Personalizing the ring lets you know that your phone is ringing. For example, if you share an office with three or four people, each of you could have his or her own ring pattern. The T/P Switch Speaker ILLUSTRATION 5: PERSONALIZING THE RING...
  • Page 13 To change the ring pattern: Result Action You’ll hear a ringing pattern. Slide the T/P switch to P. (This Depending on the type of phone Test/Program switch allows you to you have, the red line light(s) come change the system.) on and the green line light(s) flash.

  • Page 14: Turning The Ring Off Or Delaying The Ring

    Turning the Ring Off or Delaying the Ring When your MERLIN Plus phone system was first installed, every phone with an outside line rang immediately when a call was received on that line. This is not always desirable. You can program your phone to specify how it will ring when an outside call is received on a particular line.
  • Page 15 To change the line ringing (OFF/ON/DELAYED): Result Action You’ll hear the ringing pattern. the Slide the T/P switch to P. red line light(s) come on and the green line light(s) flash. The red light may come on, flash, Touch the button of the phone line or be off.

  • Page 16: Basic Telephone Features

    Basic Telephone Features With your MERLIN Plus system, basic telephone features are very easy to use. Your MERLIN Plus system has features that improve your efficiency when placing and receiving calls. These telephone features include: Placing an outside call. Placing an internal call. Answering a call.

  • Page 17: Placing An Outside Call

    PLACING AN OUTSIDE CALL When you lift the handset to place an outside call, the MERLIN Plus system automatically selects a free line for the call. You can dial the number using the dial pad or any of the Speed Dialing options programmed on your phone. (See page 44 for Speed Dialing.) To place an outside call: Result...

  • Page 18: Placing An Internal Call

    PLACING AN INTERNAL CALL When you want to call someone within the office, begin by touching the Intercom button. 5-Button Phones On 10 34-Deluxe Phones ILLUSTRATION 6: INTERCOM BUTTON...
  • Page 19 To place an internal call: Result Action The red light next to the Intercom Touch the Intercom button. button comes on. (If the green light next to the Intercom button is on, the Intercom line is in use. Wait until the light goes off to make your call.) The green Intercom light comes Lift the handset.

  • Page 20: Answering A Call

    ANSWERING A CALL Answering a phone call, whether an internal or outside call, is easy—you lift the handset. If you are busy on one call and receive another call, the phone will only ring once. This way you know you have another call, but you aren’t distracted by the rings. After the first ring, the green light flashes to remind you of the other call.

  • Page 21: Joining Another Call (Bridging)

    JOINING ANOTHER CALL (BRIDGING) If you share an outside line with another person, you can join in a conversation by touching the line button and picking up the handset. This is called “bridging.” Up to three people can share a call—the person who placed the call (the originator) and two others.

  • Page 22: Waiting For A Particular Line (Line Request)

    WAITING FOR A PARTICULAR LINE (LINE REQUEST) If you want to use a particular outside line and someone else is using it, you can instruct the system to alert you when the line is free. For example, if several people use the company’s WATS line, the line may not always be free.

  • Page 23: Placing A Call Without Lifting The Handset (On-Hook) Dialing

    PLACING A CALL WITHOUT LIFTING THE HANDSET (ON-HOOK DIALING) Many people prefer not to lift the handset until their call has been answered. For example, if you make an internal call, you may not want to lift the handset until the person has answered the call.
  • Page 24 To place a call without lifting the handset: Result Action You’ll hear a dial tone through the Touch the Speaker button that is Speaker and the green light next to located below the dial pad. the Speaker button comes on. You’ll hear the call being made Dial the number.

  • Page 25: Listening Without Lifting The Handset

    LISTENING WITHOUT LIFTING THE HANDSET Various kinds of information services are available as recorded messages: stock market reports, sports, medical/scientific research summaries, horoscopes, weather, etc. Also, many companies that have hotlines, 800-numbers, or that re- ceive a heavy volume of incoming calls answer calls with a recorded message. For example, if you call an airline to make a reservation, you often will hear a recorded message (“All our representatives are busy.

  • Page 26: Sharing A Conversation With Others In The Same Room (Group Listening)

    SHARING A CONVERSATION WITH OTHERS IN THE SAME ROOM (GROUP LISTENING) You may want another person who is in your office to listen to a phone con- versation. For example, you may want an associate to listen to a discussion that involves complex negotiations.

  • Page 27: Putting A Call On Hold

    PUTTING A CALL ON HOLD During the course of a conversation, you may have to interrupt the call to answer another call, answer a co-worker’s question, or to look for information to discuss with the other person. The Hold button enables you to temporarily interrupt a call. Hold Is In The Same Location On...
  • Page 28 To put a call on hold: Action Result Touch the Hold button, located The green light next to the line you above the dial pad on the right are on begins to flash and the red side. light goes off. You are temporarily “disconnected”...

  • Page 29: Monitoring A Call When You're On Hold

    MONITORING A CALL WHEN YOU’RE ON HOLD If someone puts you on hold, and you want to continue your work while you wait, you can hang up and listen on the Speaker until the caller comes back on the line. To monitor a call on hold: Result Action...

  • Page 30: Ending A Call And Beginning Another Without Hanging Up (Recall)

    ENDING A CALL AND BEGINNING ANOTHER WITHOUT HANGING UP (RECALL) Touching Recall is a convenient way to end a call and make another without hanging up. Recall also has another function. If your company has a Centrex, PBX, or a custom calling service, you normally signal that system by a switchhook flash.
  • Page 31 To end/begin a call (or to use a switchhook flash): Result Action If Recall was used to finish a call, 1. Touch the Recall button below the the call is disconnected and you’ll dial pad. hear a dial tone. If Recall was used as a switchhook, the line sounds like it is on hold.

  • Page 32: Transferring A Call

    TRANSFERRING A CALL Transferring enables a caller to speak to several people in a company with one phone call. For example, if a sales representative calls from a customer's office, s/he may want to speak with the sales manager, the service manager, and the receptionist.
  • Page 33 To transfer a call directly: Result Action This puts the call on hold. The Touch the Transfer button above green light flashes quickly. The call the dial pad. Then, dial the is transferred. Intercom Number (don’t touch INTERCOM) and hang up. While the call is in progress, touch the Auto Intercom button of the person to whom you want to...
  • Page 34 To screen a call before you transfer it: Result Action The call is put on hold. Touch Hold. The green Intercom light comes on Touch Intercom and dial the and the call is made. Intercom number. 3. Announce the call and ask if it should be accepted.

  • Page 35: Temporarily Turning Off The Speaker (Voice Announcement Disable)

    TEMPORARILY TURNING OFF THE SPEAKER (VOICE ANNOUNCEMENT DISABLE) The Speaker is a valuable tool that enables you to listen to an announcement, a conversation, or a recording. There are times, though, when you don’t want to be interrupted by an announce- ment through the Speaker.

  • Page 36: Conducting A Conference Call

    CONDUCTING A CONFERENCE CALL A conference call enables you to speak with two outside callers at the same time. For example, if you are talking with a graphic artist who is preparing a design for a client, you can add the client onto the call and conduct a three-way conversation. In addition, once the three of you have finished discussing your common business, the client and the graphic artist can continue the conversation without you.
  • Page 37 Conference Is Located In The Same Place On All Phones ILLUSTRATION 11: CONFERENCE BUTTON To setup a conference call: Result Action Advise the first person that you are going to add on the second person. Touch Hold, then touch a free line button and dial the second person.
  • Page 38 To bridge into the conference call (to include one or two internal people), each internal person should: Result Action Lift the handset. Each internal person will hear a dial tone. Each internal person is connected Touch one of the line buttons associated with the conference to the conference.

  • Page 39: Dropping A Call From A Conference

    Dropping a Call from a Conference Once you’ve touched Conference, you’ve begun a conference call. If the line you want to add to the conference is busy or unanswered, or if one of the participants in the conference hangs up, you can remove the line from the conference. Drop Is Located In The Same Place On All Phones...
  • Page 40 To drop a call from a conference: Result Action Touch the Drop button, above the dial pad. Touch the line of the call you want The call is dropped from the to drop. conference. NOW YOU TRY IT! Conference Calling Find two helpers outside the office who you know have the time to help you practice.

  • Page 41: Receiving A Message Waiting Notice

    RECEIVING A MESSAGE WAITING NOTICE If you were away from your desk when a call came in for you, the Attendant took a message for you. As a reminder s/he also turned on your Message light to alert you that a call came in while you were out. When you see that the Message light on your phone is on, you know that you should call or see the Attendant for your messages.

  • Page 42: Programmable Features

    Programmable Features Programmable features allow you to customize your MERLIN Plus system accord- ing to your specific needs. A programmable feature is one that you set up. For example, you can save a phone number in a button or in a 3-character dial code and then dial the number by pressing the button or entering the dial code.

  • Page 43: Auto Dial And Speed Dial Numbers

    AUTO DIAL AND SPEED DIAL NUMBERS Setting up and using programmed phone numbers have two key benefits: You can quickly dial a number you frequently use. For example, you can store your home phone number into a programmable button. The company can program special phone numbers that it wants to keep confidential (e.g., access or identification codes).

  • Page 44: Outside Auto Dial Number

    Outside Auto Dial Number If you have a 10-, 34-, or 34-button Deluxe phone, you can program an outside phone number in a programmable button. For example: You may want to program important business numbers—your attorney or accountant—or important personal numbers—your dentist, car repair shop, or home.
  • Page 45 To use an Outside Auto Dial Button: Result Action The system turns on the Speaker Touch the button that has the and dials the number. number you want to dial. When you hear the person answer, pick up the handset and conduct your conversation.

  • Page 46: Personal Speed Dial

    Personal Speed Dial If your phone has few programmable buttons, you can store frequently dialed numbers as 3-character Personal Speed Dial codes. Examples of numbers you may want to store as a Speed Dial code include business numbers—a temporary agency, the local deli, etc.—or personal numbers—a health club, nursery school, baby sitter, etc.
  • Page 47 To use a Personal Speed Dial Number: Action Result Touch the 3-character code that The system turns on the Speaker contains the number you want to and dials the number. dial, e.g., #12. When you hear the person answer, pick up the handset and conduct your conversation.

  • Page 48: Intercom Auto Dial

    Intercom Auto Dial Although you can dial an intercom number by pressing Intercom and then touching the 2-digit intercom number, you may want to program Intercom Auto Dial Numbers of people you often speak with in your office. A major benefit of an Intercom Auto Dial button is that it also allows you to verify whether that person is on the phone.
  • Page 49 To use an Intercom Auto Dial Number: Result Action The Speaker goes on and you Touch the Intercom Auto Dial hear a beep. button. The green light next to the When you hear the person answer, Intercom Auto Dial button also lift the handset and conduct your comes on.

  • Page 50: System Speed Dial

    System Speed Dial When your MERLIN Plus system was first installed, the Attendant may have pro- grammed System Speed Dial numbers that many people in the company use on a regular basis. Examples of System Speed Dial numbers might include: Other company locations Printers Suppliers...
  • Page 51 To program a system speed dial number in a programmable button: Result Action Label the button you want to program. Copy Center Slide the T/P switch to P. You’ll hear a ringing pattern. The red line light(s) come on and the green line light(s) flash.
  • Page 52 To use a system speed dial number: Result Action The system turns on the Speaker Touch the 3-character code that and dials the number. contains the System Speed Dial number you want to dial, e.g., #69. Or, use the programmed System Speed Dial number in the same way you would an Outside Auto Dial button.

  • Page 53: Special Characters With Auto Dial And Speed Dial

    Special Characters with Auto Dial and Speed Dial You can program the following special instructions in an outside Auto Dial button or Speed Dial Number: The system will pause for 1.5 Touch Hold (pause). seconds. This allows for connection with a PBX or computer-based service.

  • Page 54: Manually Signaling A Co-Worker

    Manually Signaling a Co-worker Manually signaling enables you to “buzz” a co-worker at any time—even while you are on the phone with someone else. The buzz (a beep) sounds at the co-worker's phone even if s/he is on the phone. To program a Signal button: Action Result...

  • Page 55: Returning To A Call (Hold Retrieve)

    Returning to a Call (Hold Retrieve) If you have a 5-button phone that has no line assignments, you still can have an outside call transferred to your phone. If you need to put the call on hold, you just press Hold. Then to return to the call, you dial # *. If you find that you often put calls on hold, you may find it convenient to program an Off Hold button so you can quickly return to a call.

  • Page 56: Using Account Numbers

    Using Account Numbers Your company may use account numbers to identify departments, projects, or clients to whom calls should be charged. There are two kinds of account numbers: An actual account number associated with a specific project, for example 450374 could represent Jones and Wong Associates. A System Speed Dial number that represents the account number.
  • Page 57 To program an account number button: Result Action Label a button “Account Number Entry,” a Account Number specific account number, or a specific System Speed Dial number. 07362 Herald Federal You’ll hear a ringing pattern. The Slide the T/P switch to P. red line light(s) come on and the green line light(s) flash.
  • Page 58 To use an account number button: While a call is in progress, touch The call is “coded” with the Account Number Entry, dial the account number, When the phone account number, and then touch report is printed, the call will have Account Number Entry.

  • Page 59: Picking Up Another's Call At Your Phone (Call Pickup)

    PICKING UP ANOTHER’S CALL AT YOUR PHONE (CALL PICKUP) The Call Pickup feature allows you to answer another ringing phone from your phone. For example, if you share an office, a co-worker can pick up a call for you without getting up from his/her desk. Depending on your needs, you can use Call Pickup three ways: Enter a dial code, #3, and then dial the intercom number of the ringing phone.
  • Page 60 To use call pickup: Result Action The red and green lights for the Lift the handset. first available outside line come on. Touch the “Call Pickup” button. Or, touch # and then 3. The call is transferred to your Touch the Intercom button then phone.

  • Page 61: Ring Option Override

    RING OPTION OVERRIDE You can set your phone so it: Rings for all outside calls. Rings for no outside calls (no ring). Or, has a delayed ring. If you’ve set the phone for no ring or delayed ring, you may find that at times you’ll need to change it back so it rings.

  • Page 62: Do Not Disturb

    DO NOT DISTURB The Do Not Disturb feature enable you to “turn off” your telephone ring temporarily so you can work without phone interruptions. While your phone is set up for Do Not Disturb, you will not receive incoming calls. To program a do not disturb button: Action Result...
  • Page 63 To use the do not disturb button: Result Action The green light next to Do Not Touch the Do Not Disturb button. Disturb comes on. An internal caller will hear a busy signal if they try to call your intercom number. A transferred call will return to the previous intercom number.

  • Page 64: Privacy

    PRIVACY The Privacy feature prevents anyone who shares the same line from joining in on your calls. For example, Privacy is particularly useful if you must discuss confiden- tial matters with a client, or if you are transmitting data to a computer and want to prevent anyone from accidentally trying to dial out on that line (which could inter- fere with the transmission).

  • Page 65: Redialing

    REDIALING When you place outside calls, the number you dialed may be busy or unanswered. If the call is important to you, you will continue to dial the number until the person answers. Two MERLIN Plus features enable you to quickly redial the number: Last Number Redial redials the number you most recently dialed.

  • Page 66: Redialing The Last Number You Called (Last Number Redial)

    Redialing the Last Number You Called (Last Number Redial) The Last Number Redial feature allows you to redial the number you most recently dialed. For example, if you dialed your bank and the line was busy, you could quickly redial the number by pressing one programmable button or by dialing #24 from the dial pad.
  • Page 67 To use the last number redial feature: Result Action 1. Before you hang up from the call, touch the Last Number button. Or, touch #24. The system redials the last number 2. When you’re ready to call again, you dialed. You’ll hear the call touch the Last Number button or being made through the Speaker.

  • Page 68: Saving A Number To Redial (Saved Number Redial)

    Saving a Number to Redial (Saved Number Redial) The Saved Number Redial feature enables you to save any phone number that you dial so that you can automatically dial it at a later time. To program a saved number redial button: Result Action 1.
  • Page 69 To use the saved number redial feature: Result Action The system saves the number. Touch the Save Number button before hanging up. Or, touch #23 before hanging up. The system redials the saved When you’re ready to place the call number you dialed.

  • Page 70: Enabling Touch-Tone

    ENABLING TOUCH-TONE Although your MERLIN Plus system uses phones with Touch-Tone dial pads, your company may have rotary phone lines. You can change to Touch-Tone service in the middle of a call if you need to access computer services that require tone signals, such as bank-by-phone, credit card authorization, etc.

  • Page 71: Automatically Answering Intercom Calls (Auto Answer-Intercom)

    AUTOMATICALLY ANSWERING INTERCOM CALLS (AUTO ANSWER-INTERCOM) If your phone has the optional Hands-Free unit, you can program a button to turn on the unit whenever you receive an intercom call. (You can leave the feature on indefinitely.) Whenever you receive an intercom call, the system will turn on the Hands-Free Unit.
  • Page 72 To program an auto answer-Intercom button: Action Result 1. Label a lighted button Auto Answer- “Auto Answer-lnt”. 2. Slide the T/P switch to P. You’ll hear a ringing pattern. The red line light(s) come on and the green line light(s) flash. 3.

  • Page 73: Automatically Answering All Calls (Auto Answer-All)

    AUTOMATICALLY ANSWERING ALL CALLS (AUTO ANSWER-ALL) If your phone has a modem, an answering machine, or a Hands-Free unit con- nected to it, you can program a button to turn on the unit whenever you receive an outside call or an internal call. For example, if your phone has an answering machine, you would use the button to activate the machine whenever you leave the office.
  • Page 74 To use auto answer-all: Action Result Touch the Auto Answer-All If the button has lights, the green button. light will come on. The external unit is turned on. Whenever a call is received, it will be picked up by the external unit. To cancel auto answer-all: The green light goes off.

  • Page 75: Paging A Group Through The Lntercom (Group Page)

    PAGING A GROUP THROUGH THE INTERCOM (GROUP PAGE) You can page several co-workers at one time through the Speaker. For example, if a project leader wants the other members of the project to meet in the Conference Room to discuss a new aspect of the project, s/he can page everyone at one time. Up to three paging groups may have been defined when your system was installed: Page All–a group that includes all phones.
  • Page 76 To program a group page button: Action Result 1. Label a button: “Page All,” Page All “Page Group 1,” or “Page Group 2”. Page Grp 1 Page Grp 2 You’ll hear a ringing pattern. The 2. Slide the T/P switch to P. red line light(s) come on and the green line light(s) flash.
  • Page 77 To page a group: Result Action 1. Touch the appropriate Group Page You’ll hear a beep in the Speaker and the Intercom and Speaker button. lights come on. Each person in the group will hear 2. Lift the handset and make the your announcement through the announcement.

  • Page 78: Paging Through The Loudspeaker (Loudspeaker Page)

    PAGING THROUGH THE LOUDSPEAKER (LOUDSPEAKER PAGE) The Loudspeaker Page feature enables you to make an announcement over your company’s existing loudspeaker equipment. This feature is particularly useful if your company has a warehouse, shop, or assembly area where people don’t have access to individual phones.
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