AT&T MERLIN Attendant System Manager's Manual
  1. Manuals
  2. Brands
  3. AT&T Manuals
  4. Telephone Accessories
  5. MERLIN Attendant
  6. System manager's manual
AT&T MERLIN Attendant System Manager's Manual

AT&T MERLIN Attendant System Manager's Manual

For merlin legend communications system
Hide thumbs Also See for MERLIN Attendant:
Table of Contents

Advertisement

Quick Links

Download this manual See also: User Manual
AT&T
®
MERLIN
Attendant
for MERLIN LEGEND™ Communications System
System Manager's Guide

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the MERLIN Attendant and is the answer not in the manual?

Questions and answers

Subscribe to Our Youtube Channel

Related Manuals for AT&T MERLIN Attendant

Summary of Contents for AT&T MERLIN Attendant

  • Page 1 AT&T ® MERLIN Attendant for MERLIN LEGEND™ Communications System System Manager’s Guide...

  • Page 2: Ordering Information

    AT&T 555-600-710 Copyright© 1991 AT&T All Rights Reserved Issue 1 Printed in U.S.A. October 1991 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. Federal Communications Commission (FCC) Interference Notice This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules.

  • Page 3: Table Of Contents

    Contents About This Guide Conventions viii Related Guides Chapter 1: Overview Key Features Announcements Day and Night Announcements Call Handling Call Transfer The MERLIN Attendant Unit Front Panel Back Panel 1-11 Installation Requirements 1-13 Planning Forms 1-13 Location Requirements 1-14 Installation Overview 1-14 Contents...
  • Page 4 Chapter 2: Changing the Current Settings Changing the Authorized Caller Code Setting the Current Day, Date, and Time Changing Your Business Hours Changing Business Hours for Early/Late Closings Changing Your Business Days Changing the Clock for Daylight Saving Time Changing Your Recorded 2-10 Announcements Erasing Announcements and...
  • Page 5 Chapter 3: Testing and Troubleshooting Testing Supervised Transfer Routes Testing Blind Transfer Routes Testing Extension Numbers Troubleshooting Out-of-Service Codes Power Failures Lost Authorized Caller Code Index Contents...
  • Page 6 Tables Overview Meaning of Power and Battery 1-10 Lights 1-12 Setup Switches Changing the Current Settings 2-1 Reference Table for Changing Settings 2-2 Default Time Allocations for 2-10 Recorded Announcements 2-21 2-2 Call Processing Options Tables...
  • Page 7 Figures Installation and MERLIN LEGEND System Programming Front View of the MERLIN Attendant Back View of the MERLIN Attendant 1-3 Setup Switch Positions for Installing Unit 1-19 1-4 Connecting the MERLIN Attendants to the MERLIN LEGEND Control Unit 1-21 Figures v...

  • Page 8: About This Guide

    About This Guide ® This guide provides instructions for managing and programming the MERLIN Attendant for the MERLIN LEGEND™ Communications System. It is intended for the person in the company where the MERLIN Attendant is installed who is responsible for maintaining the system. This guide assumes that the system has already been set up;...

  • Page 9: Related Guides

    About This Guide Related Guides The guides listed below are available to help setup, use, and maintain MERLIN Attendant in configuration with the MERLIN LEGEND system: Additional copies of the related system guides listed below can be ordered from the AT&T Customer Information Center (telephone numbers are listed on the front inside cover of this book).
  • Page 10 The MERLIN Attendant answers incoming calls on designated lines with a prerecorded message and directs the calls to the appropriate extension in your MERLIN LEGEND Communications System. The MERLIN Attendant can help your business in the following ways: reduce workload of the receptionist ensure that incoming calls are answered during peak calling hours answer incoming calls after hours, on holidays, and on weekends NOTE:...

  • Page 11: Chapter 1: Overview

    Overview Key Features The section describes the key features of the MERLIN Attendant. Announcements Prerecorded announcements can provide callers with information on how to reach certain departments or people within your company. Generally, a list of one digit numbers, known as routes, is provided so that callers can dial the department they need with the touch of a button.

  • Page 12: Day And Night Announcements

    Overview If a caller does not enter a route or extension because he or she is calling from a rotary phone or does not know the extension, the call is automatically directed to the receptionist after a specified number of seconds (2 to 5). You can select the number of seconds by using the “Call Processing Options”...

  • Page 13: Call Handling

    Overview Announcement Only Use of the Day XYZ Company has 24-hour sales and customer service departments. Callers on lines answered by the MERLIN Attendant hear the Day announcement no matter what time they call. The Day announcement offers callers a choice between entering the route number for sales (1) or for customer service (2).

  • Page 14: Call Transfer

    Overview NOTE: It is recommended that you backup and monitor the MERLIN Attendant with the receptionist or other person as follows. Assign the MERLIN Attendant lines/pools to the receptionist and the transfer redirect stations (with delayed-ring option). This is applicable only if the system operator (and/or the person at transfer redirect extension) is available to handle redirected calls.
  • Page 15 Overview Blind Transfer Process Figure 1-1 Supervised Transfer During a supervised transfer, calls are monitored by the MERLIN Attendant until the call is completed or the caller hangs up (see Figure 1-2). When a caller enters a route or extension number, the Hold announcement plays informing the caller to hold while the transfer is being completed.
  • Page 16 Overview Figure 1-2 Supervised Transfer Process — Hold announcement This announcement informs callers to hold until the transfer is completed. Example: “Please hold while your call is being transferred. ” Key Features...
  • Page 17 Overview Transfer Fail announcement This announcement informs the caller when a call cannot be completed. Example: “The extension you requested is busy. Please hold or dial another extension." Connect announcement This announcement informs the person at the extension dialed that a call is being transferred. Example: “A call is being transferred to you.”...

  • Page 18: The Merlin Attendant Unit

    Overview — If a secondary extension is not programmed, the caller hears the Transfer Fail announcement when the route or extension dialed is busy or does not answer. After the announcement the caller has three options: dial another route or extension number return to the receptionist hang up (and try again) NOTE:...

  • Page 19: Meaning Of Power And Battery Lights

    Overview ® MERLIN Attendant Lights when Lights when MERLIN power is on Attendant answers and talking power battery calls monitors Steady light indicates Blinking light indicates battery is fully charged a problem. See (when power light is on) “Troubleshooting” Light off when battery is not fully charged Figure 1-3 Front View of the MERLIN Attendant...

  • Page 20: Back Panel

    Overview Back Panel The connectors and four setup switches on the back panel are shown in figure 1-2. Figure 1-4 Back View of the MERLIN Attendant The purpose of these connectors and switches are as follows reset Attendant. See Chapter 3, This recessed button resets the MERLIN “Testing and Troubleshooting”...

  • Page 21: Setup Switches

    Overview Table 1-2 Setup Switches Off (Up) On (Down) Switch Recorded announcements are Recorded announcements are erased when a power outage retained up to three hours during occurs a power outage Routes and other programming Routes and other programming parameters are reset to defaults parameters are retained during a when a power outage occurs power outage.

  • Page 22: Installation Requirements

    Overview reserved Not used. to line This connects the MERLIN Attendant with the Basic Telephone (012) Module on the MERLIN LEGEND system control unit. Installation Requirements This section describes what you should do before an AT&T-authorized technician installs the MERLIN Attendant. This section also provides an overview of the installation process.

  • Page 23: Location Requirements

    Overview NOTE: need planning forms, order them from the AT&T Customer Information Center (telephone numbers are listed on the front inside cover of this book). The document order number is 555-600-712. Location Requirements The MERLIN Attendant is designed to be connected to a Basic (012) Telephone Module of the MERLIN LEGEND system control unit.

  • Page 24: Changing The Current Settings

    Overview recorded your announcements Be sure you know your authorized caller code and that you have written this code down for future reference. See “Changing the Authorized Caller Code” in Chapter 2, “Changing the Current Settings” for more information about this code.
  • Page 25 Overview 1-16 Installation Requirements...

  • Page 26: Chapter 2: Changing The Current Settings

    Changing the Current Settings You may need to change one or more of the current settings for the MERLIN Attendant if, for example, your business hours change or you need to reset the clock for daylight saving time. You can make these changes from a Touch-Tone telephone on-site or from a remote location, provided you use the proper authorized caller code.

  • Page 27: Reference Table For Changing Settings

    Changing the Current Settings Table 2-1 Reference Table for Changing Settings In case of Refer to Office closings and holidays “Changing Your Business Days” Unexpected closings and extended “Changing Business Hours for Early/Late Closings” business hours Daylight saving time “Changing the Clock for Daylight Saving Time”...

  • Page 28: Changing The Authorized Caller Code

    Changing the Current Settings Changing the Authorized Caller Code To prevent unauthorized changes to recorded announcements or programmed settings, an authorized caller code must be entered before any changes can be made to the programming of the MERLIN Attendant. The default code number is 789 but it can be changed to any sequence of numbers from one to 20 digits in length.

  • Page 29: Setting The Current Day Date, And Time

    Changing the Current Settings Setting the Current Day Date, and Time Refer to the following instructions to set the current day, date, and time for the MERLIN Attendant clock. NOTE: If you have never set the MERLIN Attendant clock or if you have lost your programming to a power failure, the date is set to 01/01/80, the time is set to zero, and the MERLIN Attendant will be in Day mode (Day announcement...

  • Page 30: Changing Your Business Hours

    Changing the Current Settings Dial two digits for the hour (00 through 23) using 24-hour time (00 is midnight). Dial two digits for the minute (00 through 59). Dial two digits for the seconds (00 through 59). Dial to set the clock with the current day, date, and time. The two-beep confirmation tone sounds.
  • Page 31 Changing the Current Settings NOTE: If you are programming from a multiline Touch-Tone phone connected to a MERLIN LEGEND system control unit, you must enter an additional each time a appears in a programming command. 2. Wait for an answer. 3.

  • Page 32: Changing Business Hours For Early/Late Closings

    Changing the Current Settings Changing Business Hours for Early/Late Closings If you are extending your normal business hours or closing early, use this command so that the MERLIN Attendant plays the appropriate Day or Night announcement. For example, if your store is having a special sale and is extending hours until 11:00 p.m.

  • Page 33: Changing Your Business Days

    Changing the Current Settings Changing Your Business Days If you schedule a day as “open” for business, the MERLIN Attendant plays the Day announcement during business hours and switches to the Night announcement after closing. If you schedule a day as “closed,” the Night announcement plays.

  • Page 34: Changing The Clock For Daylight Saving Time

    Changing the Current Settings 7. Continue programming or exit authorized caller mode by dialing 8. To disconnect, dial Changing Clock for Daylight Saving Time To adjust the MERLIN Attendant’s clock by one hour (for Daylight Saving Time), use the following instructions. Dial the MERLIN Attendant extension number from a Touch-Tone phone, preferably a single-line set.

  • Page 35: Changing Your Recorded Announcements

    Changing the Current Settings Changing Your Recorded Announcements There are five types of recorded announcements available with the MERLIN Attendant: Day, Night, Transfer Fail, Hold, and Connect. The total duration for all recorded announcements for the MERLIN Attendant cannot exceed 64 seconds. Each recorded announcement has a default duration in seconds as follows: Table 2-2 Default Time Allocations for Recorded Announcements...
  • Page 36 Changing the Current Settings 1. Dial the MERLIN Attendant extension number from a Touch-Tone phone, preferably a single-line set. NOTE: If you are programming from a multiline Touch-Tone phone connected to a MERLIN LEGEND system control unit, you must enter an additional each time a appears in a programming command.

  • Page 37: Erasing Announcements And Reallocating Announcement Times

    Changing the Current Settings 4 = Hold 5 = Connect NOTE: If you hear a single beep when you attempt to play back an announcement, there is time allocated for the announcement but no announcement has been recorded. Continue programming or exit authorized caller mode by dialing To disconnect, dial # Erasing Announcements and...
  • Page 38 Changing the Current Settings 3. Dial followed immediately by your authorized caller code and The two-beep confirmation tone sounds. Dial NOTE: If you want to erase the announcements without reallocating time, skip to step 6. 5. Perform all the steps below even if you are not using all the announcements.

  • Page 39: Changing The Routing Plan

    Changing the Current Settings Changing the Routing Plan The routing plan deter mines how your MERLIN Attendant handles incoming calls, including where and when calls are transferred. You need to establish separate routing plans for both your Day announcement and Night announcement, if applicable.

  • Page 40: Changing An Existing Route

    Changing the Current Settings Disconnect Generally used with the Night announcement when a business is closed, callers on lines answered by the MERLIN Attendant hear the Night announcement. This transfer code should be programmed for route O, so that after the announcement plays calls are disconnected automatically without requiring an entry from the caller.

  • Page 41: Erasing An Existing Route

    Changing the Current Settings NOTE: Day Secondary Extensions and Night Secondary Extensions are available only with supervised transfers. 11 = Day Primary Extension 12 = Day Secondary Extension 21 = Night Primary Extension 22 = Night Secondary Extension Dial the transfer code. 1 = Supervised Transfer 2 = Blind Transfer 5 = Disconnect...

  • Page 42: Programming A New Route For Blind Transfer

    Changing the Current Settings Dial Dial the route number (O through 9) you want to erase. Dial the extension code of the route you want to erase. 11 = Day Primary Extension 12 = Day Secondary Extension 21 = Night Primary Extension 22 = Night Secondary Extension Dial 0, the transfer code for “No Operation.

  • Page 43: Programming A New Route For Supervised Transfer

    Changing the Current Settings 11 = Day Primary Extension 21 = Night Primary Extension 6. Dial the transfer code 2 = Blind Transfer 5 = Disconnect 7. Dial the extension number where the caller will be connected NOTE: The extension number for route O should be 760 or an extension number that is not in your dial plan.

  • Page 44: Changing Call Processing Options

    Changing the Current Settings Dial followed by a route number (O through 9 ) and the Day Primary Extension number. NOTE: The extension number for route O should be 760 or an extension number that is not in your dial plan. This allows calls transferred to the receptionist to appear on a line button and not on the receptionist’s intercom button.
  • Page 45 Changing the Current Settilngs number of digits are in an extension (two to four). For example, if you indicate that only 2-digit extension numbers ranging from 10 to 55 are available in your system, once a caller enters two numbers, the MERLIN Attendant quickly determines if the extension number is valid and immediately transfers the call without waiting for further input from the caller.

  • Page 46: Call Processing Options

    Changing the Current Settings Table 2-3 Call Processing Options Program Option/ Default Possible Current Description Code Setting Settings Setting 2901 Day Answer Delay 1—5 In Day mode, number of rings before the MERLIN Attendant answers an incoming call. 2902 Night Answer Delay 1 —...
  • Page 47 Changing the Current Settings To change any of these Call Processing options: Dial the MERLIN Attendant extension number from a Touch-Tone phone, preferably a single-line set. NOTE: If you are programming from a multiline Touch-Touch phone connected to a MERLIN LEGEND system control unit, you must enter an additional # each time a # appears in a programming command.

  • Page 48: Chapter 3: Testing And Troubleshooting

    Testing and Troubleshooting This section describes the testing procedures for routing changes. If you have programmed a routing change, perform the corresponding test. Testing Supervised Transfer Routes Use the following procedure if you have changed any supervised transfer routes: Dial the MERLIN Attendant extension. Dial the first supervised transfer route number.

  • Page 49: Testing Blind Transfer Routes

    Testing and Troubleshooting Testing Blind Transfer Routes the following procedure if you have programmed any blind transfer routes: Dial the MERLIN Attendant extension. 2. Dial the first blind transfer route number. 3. Verify that the extension from the Route Plan (Planning Form F) rings. Do not pick up the call.

  • Page 50: Troubleshooting

    Testing and Troubleshooting Troubleshooting This section describes various difficulties that might occur, the possible causes for the difficulty and procedures you can follow to try and solve the problem yourself. Out-of-Service Codes When the MERLIN Attendant detects a problem, the unit enters an out-of-service state and will not answer calls.

  • Page 51: Lost Authorized Caller Code

    Testing and Troubleshooting power is interrupted for more than three hours, you must re-record all of your announcements once power is restored. Refer to MERLIN Attendant Planning Form D for the information and programming instructions. If power is interrupted to the MERLIN LEGEND system control unit, you should reactivate the privacy feature to prevent call contention between the MERLIN Attendant and the receptionist during backup call handling, as well as to prevent barge-in by other MERLIN LEGEND system users during immediate...
  • Page 52 Index Caller code ,3-2 Changing announcements, 2-8-2-9 Changing business days, 2-6-2-7 Changing business hours, 2-4 Changing call processing options, Announcement, 2-15-2-17 Day, 2-4 Clock, changing for Daylight Saving Night, 2-4 Time, 2-8 Announcements, Confirmation tone, 2-1 changing, 2-8–2-9 duration, erasing, 2-9–2-1O playing back, 2-8-2-9...
  • Page 53 Index Reset button, 1-9,3-1 Light, battery, 3-1 Ringing options, changing, 2-15-2-17 Routes, testing 3-1-3-2 Routing plan, changing, 2-10-2-12 changing an existing route, 2-13 erasing an existing route, 2-13 programming for supervised transfer, 2 - 1 4 Night announcement, 2-4 Night announcement, for early closing, 2-5-2-6 Night Secondary Extension Number, 2-11...
  • Page 54 FCC Notification and Repair Information This equipment is registered with the Federal Communications Commission (FCC) in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following: MEANS OF CONNECTION: Connection to the telephone network shall be through a standard network interface jack USOC RJI 1 C.
  • Page 55 FCC Notification and Repair Your local telephone company may make changes in its facilities, equipment, operations, or procedures that affect the proper functioning of this equipment. If they do, you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service. Rules require that you be INTERFERENCE INFORMATION NOTICE: FCC notified of the following:...

Table of Contents