AT&T MERLIN LEGEND MLX-20L Supervisor Manual
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Also See for MERLIN LEGEND MLX-20L:
- Operation manual (130 pages) ,
- Quick reference (9 pages) ,
- System manager's manual (238 pages)
Related Manuals for AT&T MERLIN LEGEND MLX-20L
Summary of Contents for AT&T MERLIN LEGEND MLX-20L
- Page 1 555-620-130 Issue 1 October 1992 MERLIN LEGEND ™ Communications System Calling Group Supervisor’s Guide...
- Page 2 AT&T 555-620-130 Copyright © 1992 AT&T All Rights Reserved Issue 1 Printed in U.S.A. October 1992 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.
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Page 3: Table Of Contents
Contents About This Guide Conventions Commenting on this Guide Calling Group Overview About Your Calling Group Supersvisor Telephones Calling Group Supervisor Telephones BIS-22DTelephone BIS-34DTelephone MERLIN II System Display Console MLX-28DTelephone Contents... - Page 4 Contents About Your Calling Group Supervisor Telephones (continued) MLX-20L Telephone with Direct Station Selector (DSS) Telephone Accessories Buttons 2-10 Programming a Telephone 2-20 Features Auto Login and Auto Logout Calling Group Message Receiver Call Queues Calling Group Hunt Type Contents...
- Page 5 Contents Calling Group Supervisor Activities Entering and Exiting Supervisor Mode Monitoring Calls in Queue Monitoring Agent Status Changing Agent Status 4-10 Calling Group Agent Activities Answering a Calling Group Call Signing In and Out of the Calling Group Using a Headset Contents...
- Page 6 Contents Calling Group Feature Codes Programming Codes Contents...
- Page 7 The exclamation point in an equilateral triangle is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product. IMPORTANT SAFETY INSTRUCTIONS Always follow these basic safety precautions when using your telephone equipment.
- Page 8 Do not use the telephone during electrical storms in your immediate area. There is a remote risk of electrical shock from lightning. Unplug the telephone from the wall outlet before cleaning. Use a damp cloth for cleaning. Do not use liquid or aerosol cleaners on the telephone.
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Page 9: About This Guide
About This Guide The MERLIN LEGEND Communications System supports the use of calling groups to distribute a high volume of incoming calls. A calling group consists of a number of people (referred to as agents) who perform a similar job, such as sales or customer service. -
Page 10: Conventions
About This Guide Conventions The following typographical conventions are used in this guide: Bold type is used for telephone buttons. Press Hold. Italic type is used for emphasis and as a substitute for information for which you must supply a specific value. Dial feature code. -
Page 11: Commenting On This Guide
About This Guide Commenting on this Guide We welcome your feedback on this guide. Please use the feedback form on the next page. If the form is missing, send your comments to A. Sherwood, AT&T, 99 Jefferson Road, Rm. # 2A25, Parsippany, NJ 07054. Commenting on this Guide... -
Page 12: Calling Group Overview
Calling Group Overview A calling group is a team of agents who handle the same kinds of calls. Usually, these calls are not meant for any particular agent and can be handled by anyone in the group. Calling Group Capacity Your system may have as many as 32 calling groups with up to 20 agents per group. - Page 13 Calling Group Overview Telephone Programming Your telephone can be programmed as a supervisor telephone only or as an agent telephone, enabling you to take calling group calls. Your telephone can also be programmed for you to supervise more than one calling group. Calling Group Calls Both inside and outside calls can come into a calling group.
- Page 14 Calling Group Overview Call Queue When all agents in a calling group are unavailable, incoming calls are placed in a holding area (a queue) where the system tracks the number of calls and the order in which they arrived. Depending on your system, callers entering the queue may hear a recorded announcement asking them to hold and wait for the next available agent.
- Page 15 Calling Group Overview Calling Group Features Summary The following table summarizes the features that can be programmed for a calling group. Feature Description Calling Group Hunt Type Distributes calls to agents in either a circular or a linear order. Each agent phone is assigned a position number used by the system to track who receives the next call.
- Page 16 Calling Group Overview Feature Description Overflow Coverage Sends calls to a designated calling group or Queued Call Console (QCC) operator when the programmed limit of calls in queue is reached. Auto Logout Changes the agent’s status from available to unavailable and sends the call to another agent when an agent doesn’t answer a call.
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Page 17: About Your Calling Group
About Your Calling Group Supervisor Telephones This chapter describes the telephone equipment used to supervise calling groups. It explains how to use buttons to make and receive calls as well as monitor and track your calling group. The supervisor and agent telephones must be programmed with calling group buttons. -
Page 18: Calling Group Supervisor Telephones
About Your Calling Group Supervisor Telephones Calling Group Supervisor Telephones Telephones that can be used to supervise your calling group are as follows: Analog multiline telephones — BIS 22 telephone with or without display — BIS 34 telephone with or without display ®... -
Page 19: Bis-22Dtelephone
About Your Calling Group Supervisor Telephones BIS-22D Telephone BIS-22D Telephone... -
Page 20: Bis-34Dtelephone
About Your Calling Group Supervisor Telephones BIS-34D Telephone BISs-34D Telephone... -
Page 21: Merlin Ii System Display Console
About Your Calling Group Supervisor Telephones MERLIN II System Display Console MERLIN II System Display Console... -
Page 22: Mlx-28Dtelephone
About Your Calling Group Supervisor Telephones MLX-28D Telephone MLX-28D Telephone... -
Page 23: Mlx-20L Telephone With Direct Station Selector (Dss)
About Your Calling Group Supervisor Telephones MLX-20L Telephone with Direct Station Selector (DSS) MLX-20L Telephone with Direct Station Selector (DSS) -
Page 24: Telephone Accessories
About Your Calling Group Supervisor Telephones Telephone Accessories Your system supports various headsets and headset amplifiers. This section describes these equipment options. For detailed information about the actual use of the equipment, refer to the equipment's accompanying documentation. NOTE: Not all consoles allow the use of headset, handset, and speakerphone at the same time. - Page 25 About Your Calling Group Supervisor Telephones Amplifiers The headsets described in the previous section work with any telephone connected to the system when combined with one of the following amplifiers: Modular Amplifier. Connects the StarSet, Mirage, Supra, and Supra NC headsets to virtually any telephone equipped with a modular handset.
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Page 26: Buttons
About Your Calling Group Supervisor Telephones Buttons All calling group supervisor telephones need the same buttons to use the calling group features. Some of these buttons are on all the telephones; others must be programmed. The following illustrations show typical button layouts for a calling group supervisor using an MLX-20L telephone and BIS 22D telephone, respectively. - Page 27 About Your Calling Group Supervisor Telephones BIS-22D Telephone Sample Supervisor Button Layout 2-11 Buttons...
- Page 28 About Your Calling Group Supervisor Telephones Line Buttons The 20 or more buttons in the center of your telephone are line buttons which connect to system lines. You may have a different label on one or more of these buttons; consult your system manager for an explanation of their purpose and use.
- Page 29 About Your Calling Group Supervisor Telephones Telephones with SA Buttons These buttons are defined as follows: SA Ring. Use this button to make and receive both inside and outside calls, including calls to the calling group. Dial only the extension to make an inside ringing call.
- Page 30 About Your Calling Group Supervisor Telephones SA Originate Only. Use button to make inside this and outside calls. You will not receive calls on this line. To make an outside call, dial a dial-out code (usually 9 ) before the telephone number. Shared SA.
- Page 31 About Your Calling Group Supervisor Telephones Telephones with ICOM Buttons These buttons are defined as follows: ICOM Ring. Use this button to make ringing inside calIs. On this button, you can receive inside calls, calIs to the calling group, and outside calls transferred to you.
- Page 32 About Your Calling Group Supervisor Telephones ICOM Voice. Use this button to make voice- announced inside calls. Your voice is heard over your co-worker’s speakerphone instead of the telephone ringing. Using this button, you can receive inside calls, calls to the calling group, and outside calls transferred to you.
- Page 33 About Your Calling Group Supervisor Telephones Feature Button The Feature button on your telephone is for using and programming your telephone’s features, including calling group features on all telephones. On an MLX telephone, this button is an imprinted, dedicated button. NOTE: You must program a Feature button on a line button in order to use calling group features and other telephone...
- Page 34 About Your Calling Group Supervisor Telephones buttons as Auto Dial buttons to dial the agents' extensions automatically. See your user's guide or quick reference card for information on the Auto Dial feature. Agent Status. Use these buttons to change the status of an agent’s extension from your telephone.
- Page 35 About Your Calling Group Supervisor Telephones You can also change the status of agents’ telephones, and agents can change their own status, by using feature codes instead of programmed buttons. See Chapter 4 for instructions for programming Agent Status buttons. Calls-in-Queue Alarm.
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Page 36: Programming A Telephone
About Your Calling Group Supervisor Telephones Programming a Telephone The supervisor and agent telephones may or may not have been programmed with calling group buttons when the system was installed. Use the following procedures to program the telephones, if necessary. For a DSS, you do not need to program Agent buttons. - Page 37 About Your Calling Group Supervisor Telephones Select Auto Dial[AutoD]. Select Inside. Select Enter. Dial the extension number. Select Enter. Repeat Steps 5 through 11 to program additional buttons. Press Home. To Program an Agent Button on Supervisor Analog Multiline Telephones Label the button to be programmed with the agent’s name or extension.
- Page 38 About Your Calling Group Supervisor Telephones Program an Agent Status Button on Supervisor MLX Display Telephones Label the buttons to be programmed as Available or Unavailable. Press Menu. Select Ext Program [Prog] . If this feature is not displayed, press More. Select Start.
- Page 39 About Your Calling Group Supervisor Telephones To Program an Agent Status Button on Supervisor Analog Multiline Telephones 1. Label the buttons to be programmed as Available or Unavailable. 2. Slide the T/P switch to the P position. 3. Press the button labeled Available or Unavailable . 4.
- Page 40 About Your Calling Group Supervisor Telephones To Program an Available Button on Agent MLX Non-Display Telephones 1. Label the button to be programmed as Available. 2. Press Feature and dial 00. 3. Press the button labeled Available and dial *44. 4.
- Page 41 About Your Calling Group Supervisor Telephones To Program a Calls-in-Queue Alarm Button on Supervisor and Agent MLX Display Telephones Label the button to be programmed with Calls-in- Queue Alarm and specify the name of the calling group, for example, Sales. Press Menu.
- Page 42 About Your Calling Group Supervisor Telephones To Program a Calls-in-Queue Alarm Button on Supervisor and Agent MLX Non-Display Telephones 1. Label the button to be programmed Calls-in-Queue Alarm and specify the name of calling group, for example, Sales. 2. Press Feature and dial 00. 3.
- Page 43 About Your Calling Group Supervisor Telephones To Program a Feature Button on Analog Multiline Telephones 1. Label the button to be programmed Feature. 2. Slide the T/P switch to the P position. 3. Press the button labeled Feature. 4. Dial *20. 5.
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Page 44: Features
Features This chapter describes calling group features that may be programmed by your system manager. Features are listed alphabetically. Ask your system manager for the calling group features available to your group. Features... -
Page 45: Auto Login And Auto Logout
Features Auto Login and Auto Logout Calling groups can be programmed with Auto Logout to change the status of an agent’s telephone automatically. The status changes from available to unavailable if the call is not answered within five rings. Then, the unanswered call is sent to an available agent or to the front end of the calling group queue if no agents are available. -
Page 46: Calling Group Message Receiver
Features Calling Group Message Receiver Your system manager can program a calling group to receive messages and choose a particular display telephone as the message receiver. Any display telephone, such as your telephone, an agent telephone, or the telephone of a co-worker who is not part of the group, can be chosen to be the message receiver. -
Page 47: Call Queues
Features Call Queues Calling groups can receive outside, inside, and transferred calls. Outside callers dial the published telephone number for the group. Inside callers dial the extension number for the group. The system operator or any other user can transfer a call to the extension number for the group. - Page 48 Features The delay announcement is played only once while a call is in queue, and only to one caller at a time. If the device is unavailable, callers hear ringing until the announcement is played. Transferred outside callers hear Music-on-Hold, if your company uses it.
- Page 49 Features Calls-in-Queue Alarm Button The green light next to Calls-in-Queue Alarm on your telephone and agent telephones lights when the number of calls in queue equals or exceeds the programmed limit. When the number of calls in queue drops below the limit, the green light goes off.
- Page 50 Features Overflow Coverage To prevent long delays, the system can be set up so that calling group calls waiting in queue can be sent to another calling group or to the system operator in systems with QCCS. When the number of calls reaches the programmed limit, calls are sent to the overflow calling group or the QCC, starting with the call that has been in the queue the longest, until the number of calls drops below the programmed limit.
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Page 51: Calling Group Hunt Type
Features Calling Group Hunt Type Calling group hunting distributes calls to agents in a calling group. Each agent is assigned a position within the calling group. For example, the first agent telephone is assigned position 01, the second agent telephone is assigned position 02, and so on. - Page 52 Features Linear hunting distributes calls starting at the first position every time so that most calls are handled by the first agent in line. This method is used, for example, when a top salesperson needs to handle most of the calls or when the first agent is responsible for taking calls and other agents provide backup.
- Page 53 Features Linear Distribution When a call comes in, a system with linear distribution starts searching for an available agent with the first agent (position 01) in the calling group, regardless of which agent took the last call. As you assign agents to telephones in a calling group with linear distribution, be aware that the first several agents are likely to handle most of the calls.
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Page 54: Calling Group Supervisor Activities
Calling Group Supervisor Activities As a calling group supervisor, you are responsible for managing one or more calling groups. You can enter and exit supervisor mode, monitor the number of calls in queue and track the availability of agents. This chapter describes these activities. -
Page 55: Entering And Exiting Supervisor Mode
Calling Group Supervisor Activities Entering and Exiting Supervisor Mode Your telephone can operate as either a supervisor telephone or a normal telephone. In the supervisor mode, the lights next to each Agent button show agent status (available or unavailable) so you know who is available for incoming calls. - Page 56 Calling Group Supervisor Activities To Change Modes on MLX Display Telephones 1. Press Feature and dial 32. 2. Press Hold to enter supervisor mode, or press Drop to exit supervisor mode. The display shows Entered GrpC1/CMS Supvr and Exited Supvr to confirm. GrpC1/CMS To Change Modes on Analog Multiline Telephones...
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Page 57: Monitoring Calls In Queue
Calling Group Supervisor Activities Monitoring Calls in Queue By monitoring the calls in a calling group’s queue, you can ensure that calls are handled efficiently. You can also determine whether additional agents are needed to handle call volume. There are two ways to monitor calls in queue: Using Calls-in-Queue Alarm. - Page 58 Calling Group Supervisor Activities To Inspect the Number of Calls in Queue (MLX Display Telephones Only) 1. Press Inspct. 2. Press the button labeled with Calls-in-Queue Alarm and the name of calling group. The following information is displayed on the screen: GrpCl followed by name of group (if system is set up to show names) the number of calls in queue...
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Page 59: Monitoring Agent Status
Calling Group Supervisor Activities Monitoring Agent Status Agent Status is the availability of an agent to take calls. Agents must sign in to let the system and the supervisor know that they are ready to take calls (Available status). Agents must sign out when they leave their telephones for lunch or breaks (Unavailable status). - Page 60 Calling Group Supervisor Activities Monitoring Status Using a Telephone without a DSS In addition to Available/Unavailable status, agents have a busy/not busy (on-a-call/not-on-a-call) status. The red and green lights next to the Agent buttons on telephones without a DSS show both kinds of Agent Status: Light Status Meaning...
- Page 61 Calling Group Supervisor Activities Monitoring Status Using a Telephone with a DSS If you have an MLX display telephone with a DSS or a MERLIN II System Display Console with a built-in DSS, each Agent button has only one light instead of two. The lights are green on a MERLIN II System Display Console and red on an MLX DSS.
- Page 62 Calling Group Supervisor Activities NOTE: Busy status indicates one of several states: the telephone is busy (agent is on a call), the telephone is in programming mode, or the Do Not Disturb feature is active. For information on Do Not Disturb, see the user’s guide for your telephone.
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Page 63: Changing Agent Status
Calling Group Supervisor Activities Changing Agent Status As a calling group supervisor, you can change the status of agents in your group. For example, if call volume increases, you can sign in additional agents from your telephone to meet the demand. The simplest way to change agent status is to use programmed Agent Status buttons. - Page 64 Calling Group Supervisor Activities To Change Agent Status 1. Change Agent Status: On telephones with Agent Status buttons, press programmed Available or Unavailable button. On MLX display telephones without Agent Status buttons, press Feature and dial 762 for Available, or 760 for Unavailable. On analog multiline telephones without Agent Status buttons, press the programmed Feature button and dial 762 for Available, or 760 for...
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Page 65: Calling Group Agent Activities
Calling Group Agent Activities The agents in a calling group are responsible for handling calls that come into the group. To handle calls, agents must know how to do the following: use line buttons to answer calling group calls sign in and sign out of the calling group to indicate when they are available to take calls use a headset Agents can use any of the MLX, analog multiline, or single-line... -
Page 66: Answering A Calling Group Call
Calling Group Agent Activities Answering a Calling Group Call Inside and outside calls to the calling group come in on either SA or ICOM buttons on multiline telephones. An incoming call rings one, two, or three times, depending on the type of call, as described in the following table: Call Type Number of Rings... -
Page 67: Signing In And Out Of The Calling Group
Calling Group Agent Activities Signing In and Out of the Calling Group Agents with multibutton telephones can use either programmed Available buttons or feature codes to sign in and out of the calling group. Agents with single-line telephones must use feature codes to change between Available and Unavailable status. - Page 68 Calling Group Agent Activities To Sign In and Out Using Feature Codes 1. To sign into the calling group: On MLX telephones, press Feature and dial 44. On analog multiline telephones, press the programmed Feature button and dial 44. On single-line telephones, lift the handset and dial #44.
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Page 69: Using A Headset
Calling Group Agent Activities Using a Headset Agents with MLX telephones and analog multiline telephones can use a headset to answer calls. To Use a Headset on Analog Multiline Telephones An agent using a headset on an analog multiline telephone must program an Auto Answer All button to receive calls automatically through the headset. - Page 70 Calling Group Agent Activities To Program an Auto Answer All Button 1. Label the button to be programmed Auto Answer All. 2. Slide the T/P switch to the P position. 3. Press the button labeled Auto Answer All. 4. Dial *754. 5.
- Page 71 Calling Group Agent Activities Using a Headset on MLX Telephones Agents using headsets with MLX telephones should have two buttons on their telephones: Headset Status to activate the headset if they are going to use both the headset and the handset Headset Hang Up to disconnect calls Agents can program a Headset Status button, but a Headset Hang Up button must be programmed by your system...
- Page 72 Calling Group Agent Activities To Program Headset Buttons on MLX Display Telephones Label the button to be programmed as Headset Status, Headset Auto Answer, or Headset/Handset Mute . Press Menu. Select Ext Program [Prog]. If this feature is not displayed, press More. Select Start.
- Page 73 Calling Group Agent Activities To Program Headset Buttons on MLX Non-Display Telephones Label the button to be programmed Headset Status, Headset Auto Answer, or Headset/Handset Mute. Press Feature and dial 00. Press the button to be programmed. Dial one of the following: *782 for Headset Status *780 for Headset Auto Answer *783 for Headset/Handset Mute...
- Page 74 Calling Group Agent Activities NOTE: You can activate Headset Auto Answer during a call to be in effect for the next call. For outside calls, you should press the programmed Headset Hang Up button to disconnect the call, even if the caller hangs up. Deactivating the Headset An agent can deactivate the headset during a call using the following buttons:...
- Page 75 Calling Group Feature Codes Many calling group features can be used by dialing feature codes instead of pressing programmed buttons. One procedure, entering and exiting supervisor mode, can be done only by using feature codes. Calling Group Feature Codes...
- Page 76 Calling Group Feature Codes Following are the calling group features and their corresponding feature codes. Feature/Procedure Name Feature Code Supervisor features: 32 + Hold Enter supervisor mode 32 + Drop Exit supervisor mode Change agent status — Available Change agent status — Unavailable Agent features: (MLX and Analog telephones)
- Page 77 Programming Codes Programming codes are used to program a feature onto an unlabeled line button for one-touch feature use or to set up how your telephone works. Appendix B contains programming codes. Programming Codes...
- Page 78 Programming Codes Programming Code Feature *22 + extension Agent Button (on supervisor telephone) Agent Status Button (on supervisor telephone) Available *762 Unavailable *760 Auto Answer All button *754 Available Button (on agent telephone) *22+ calling group’s extension Calls-in-Queue Alarm (on supervisor and agent telephones) Feature Button (on analog multiline...
- Page 79 Index BIS-22D telephone 2-3, Agent button 2-11 description 2-17 BIS-34D telephone 2-4 programming 2-20 Busy status 4-7— 4-9 Agent Status 1-3 , 2-18 4-10 changing 4-10 — 4-11 monitoring 4-6 — 4-9 programming 2-22—2-23 Agents 1-1 — 1-2, 5-1 monitoring status 2-17 Call Queue 1-3 Alert, external 3-6 Call Queues 3-4...
- Page 80 Index Circular distribution 3-8, 3-9 GPA (General Purpose Adapter) 5-5 Delay announcement 1-4, Dial-out code 2-12 —2-14 Direct inward dialing (DID) 1-2, 5-2 Headset 2-8 Direct Station Selector, see accessories 2-8 adapter 5-5 DSS 2-2, 2-17, 2-20, 4-8 using 5-5, 5-7 Headset Auto Answer 5-5 —...
- Page 81 Index MLX telephones 2-2 MLX-20L telephone 2-7, 2-10 Inspect screen 4-4 MLX-28D telephone 2-6 Intercom buttons 2-12, 2-15 Modes, changing 4-3 ICOM Originate Only 2-16 Modular Amplifier 2-9 ICOM Ring 2-15 Music-on-Hold 1-3, 3-5 ICOM Voice 2-16 Operator, system 1-2, 3-4 Line button 2-12 Overflow coverage 1-5, 3-7 Linear distribution 3-9 —...
- Page 82 Index Supervisor mode entering exiting Queue 1-3, 3-4, 4-4 Telephone, Rings 5-2 programming 1-2, 2-20 (System Access) Unavailable button 2-18 buttons 2-12 SA Originate Only 2-14 SA Ring 2-13 SA Voice 2-13 Shared SA 2-14 Sign in/out 5-3 — 5-4 Speakerphone 2-13, 2-16 Status available 1-3, 4-6, 4-8 —...