Processing Calls - AT&T Merlin II System Administrator Manual

Processing Calls

When the MERLIN MAIL system detects an incoming
call, it waits a specified number of rings, answers the call,
then plays a prerecorded greeting. The MERLIN MAIL
system can be set to answer calls immediately (primary) or
after a four-ring delay (secondary).
When the Automated Attendant Service is selected, after
the greeting, the Main Menu plays a list of one-digit
Selector Codes so that callers press one button to reach the
department they want. Callers who do not enter a
selection within four seconds after the menu plays are
transferred to the System Operator, General Mailbox, or
disconnected (depending on the Dial 0/Timeout setting).
The MERLIN MAIL system can be administered to dial
the extension number selected and monitor the call until it
is answered. If the extension requested is busy or is not
answered, the MERLIN MAIL system retrieves the call
and gives the caller the option to leave a message or
transfer to another extension.
To speed call processing, the MERLIN MAIL system can
be set up to dial the extension number requested then drop
the call even when the phone is busy or is not answered.
If call coverage is provided by an alternate extension
(a Call Answer port can be specified as an alternate
extension), the call is transferred to the alternate extension
if it is not answered by the first extension.
Call Answer Service provides another method of call
coverage. Each Call Answer port is assigned as the
alternate answering position for up to six phones. Calls
ring at the primary extension first. If after four rings the
extension is not answered, the call is automatically
forwarded to a Call Answer port. The caller is asked to
reenter the extension number if he or she wants to
leave a message.
Overview 1-5