AT&T MERLIN Attendant for MERLIN LEGEND Installer's Manual
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AT&T MERLIN Attendant for MERLIN LEGEND Installer's Manual

AT&T MERLIN Attendant for MERLIN LEGEND Installer's Manual

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MERLIN Attendant
for MERLIN LEGEND Communications System
Installer's Guide
555-600-711
Issue 1
October 1991

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Summary of Contents for AT&T MERLIN Attendant for MERLIN LEGEND

  • Page 1 555-600-711 Issue 1 October 1991 MERLIN Attendant for MERLIN LEGEND Communications System Installer’s Guide...

  • Page 2: Ordering Information

    AT&T 555-600-711 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 Related Guides Viii Chapter 1: Installation and MERLIN LEGEND System Programming Overview Key Features Front Panel Back Panel Equipment and Location Requirements Number of MERLIN Attendants Required Location Requirements System Programming Procedures 1-10 Setting Voice Messaging System (VMS)/Automated Attendant (AA) Options 1-11...
  • Page 4 Chapter 2: Programming Features MERLIN Attendant Completing the Planning Forms Entering the MERLIN Attendant Authorized Caller Mode Setting the Clock Setting the Business Days Setting the Business Hours Reallocating Announcement Times Recording Announcements Playing Back Announcements 2-10 Programming Supervised Transfer Routes 2-10 Programming Blind Transfers...
  • Page 5 Printing Call Handling Reports Resetting the Counters Printing Call Processing Reports Lost Authorized Caller Code Index Contents...
  • Page 6 Tables Installation and MERLIN LEGEND System Programming 1-1 Meaning of Power and Battery L i g h t s 1-2 Meaning of Setup Switch Settings 1-3 Basic Telephone Module Ports U s a g e 1-4 Calls Per Hour Table 1-5 Incoming Lines Table 1-6 Switch Settings When Operating Unit...
  • Page 7 Figures Installation and MERLIN LEGEND System Programming 1-1 Front View of the MERLIN Attendant 1-2 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...
  • Page 8 Figures...

  • Page 9: About This Guide

    About This Guide This guide provides instructions about the installation and operation of the MERLIN® Attendant for the MERLIN LEGEND Communications system. It is intended for qualified technicians who install, maintain, and repair communications systems and implementors who program the system. Conventions The following conventions are used throughout the instructions in this guide: Keystrokes on the PC or telephone are shown as in the following...

  • Page 10: Related Guides

    About This Guide Related Guides The guides listed below are available to help setup, use, and maintain the 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 inside front cover of this book).

  • Page 11: Chapter 1: Installation And Merlin Legend System Programming

    Installation and MERLIN LEGEND System Programming Overview The MERLIN Attendant answers incoming calls on designated lines with a prerecorded message and directs callers to the appropriate extension in the MERLIN LEGEND Communications System. This equipment can provide the following services: reduce the workload of the receptionist help to ensure incoming calls are answered during peak calling periods...

  • Page 12: Key Features

    Installation and MERLIN LEGEND System Programming Key Features Some of the key features of the MERLIN Attendant are as follows: Security Code The authorized caller code that must be entered before changing any programmable features to protect recorded announcements and other programming from being changed by unauthorized personnel.

  • Page 13: Front Panel

    Installation and MERLIN LEGEND System Programming Front Panel There are three lights on the front panel as shown in Figure 1-1. MERLIN® Attendant Lights when Lights when ac MERLIN power is on Attendant answers and power battery talking monitors calls Steady light indicates Blinking light indicates battery is fully charged...

  • Page 14: Back View Of The Merlin Attendant

    Installation and MERLIN LEGEND System Programming Table 1-1 Meaning of Power and Battery Lights Power Battery Description Light Light Battery charging Battery fully charged Unit operating on battery power O f f Unit not operating; refer to “Troubleshooting” Blinking Out of Service code; refer to “Troubleshooting” The connectors and four setup switches on the back panel are shown in Figure 1-2.

  • Page 15: Meaning Of Setup Switch Settings

    Installation and MERLIN LEGEND System Programming The purpose of the connectors and switches are as follows: 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;...
  • Page 16 Installation and MERLIN LEGEND System Programming 10V AC The power connector. serial i/o Connects the attendant to a printer during diagnostic tests. audio out Not used. reserved Not used. to line Connects the attendant with the Basic Telephone (012) Module on the MERLIN LEGEND system control unit.

  • Page 17: Equipment And Location Requirements

    Installation and MERLIN LEGEND System Programming 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 System Manager’s Guide Also required, but not supplied, is a 517C13 Basic Telephone (012) Module housed in a MERLIN LEGEND system control unit.

  • Page 18: Number Of Merlin Attendants Required

    Installation and MERLIN LEGEND System Programming Number of MERLIN Attendants Required If a customer is using the MERLIN Attendant only for backup call handling or night service, only one MERLIN Attendant is required unless call volume is heavy, as shown in Table 1-4. When call traffic is heavy, the number of MERLIN Attendants required at a site depends on the number of calls the customer receives during peak hours.
  • Page 19 Installation and MERLIN LEGEND System Programming intended to be connected directly to the network. The location for the MERLIN Attendant must meet the following criteria: Within 5 feet of a properly grounded ac power source that is not controlled by a switch. NOTE: If possible, the MERLIN Attendant should share the same power source with the MERLIN LEGEND system control unit.

  • Page 20: System Programming Procedures

    Installation and MERLIN LEGEND System Programming System Programming Procedures Use the programming procedures on the following pages to configure the MERLIN LEGEND system for the MERLIN Attendant(s). These procedures must be completed before you install the MERLIN Attendant. Check with the MERLIN LEGEND System Manager to ensure the following tasks have been performed: the lines assigned to the MERLIN Attendant(s) are programmed the lines are assigned to pools...

  • Page 21: Setting Voice Messaging System (Vms)/Automated Attendant (Aa) Options

    Installation and MERLIN LEGEND System Programming Setting Voice Messaging System (VMS)/Automated Attendant (AA) Options NOTE: If the MERLIN LEGEND system does not have VMS/AA extensions designated as such, the following will occur: 1- Calls routed to extensions or routes on a blind transfer will return to the auto attendant unit after the Return Transfer Interval, instead of going to the receptionist.

  • Page 22: Programming Call Distribution Groups

    Installation and MERLIN LEGEND System Programming Step MLX-20L 3. Change number of rings before transfer [F1] TransferRtn Display MERLIN LEGEND [Alt] + [P] Transfer Rtn Interval screen [Drop] and erase current setting . . . to) To specify that calls are not transferred to the backup position Dial number of...
  • Page 23 Installation and MERLIN LEGEND System Programming MLX-20L Step Type the calling Identify calling group you want to Dial the calling group extension group extension program number: [nnn] or number: [nnn] press [DSS] for group extension number you want [F10] Save your entry Enter 3.
  • Page 24 Installation and MERLIN LEGEND System Programming Step MLX-20L 6. Identify calling group you want to Dial the calling Type the calling program group extension group extension number: [nnn] or number: [nnn] press [DSS] for group extension number you want Save your entry [F10] Enter 7.

  • Page 25: Programming Night Service

    Installation and MERLIN LEGEND System Programming Step MLX-20L 12. When all entries are complete, [F10] Enter save choice(s) and exit to the Exit [F5] System Programming Menu. Exit [F5] You are now ready to set the Exit [F5] Night Service options. Programming Night Service Use the following procedure to set the Night Service options for the MERLIN Attendant.
  • Page 26 Installation and MERLIN LEGEND System Programming MLX20-L Step 3. Identify extension to assign to calling group in any one of the following ways: Dial: Type: Extension number [nnn] [nnn] or press [DSS] for extension number you want Slot and Port number [sspp] [sspp] Logical ID number...

  • Page 27: Assigning Calling Group Type

    Installation and MERLIN LEGEND System Programming 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. All the lines appearing on all the attendant extensions must be programmed to appear on the Night Service extensions.

  • Page 28: Connecting The Merlin Attendant

    Installation and MERLIN LEGEND System Programming Connecting the MERLIN Attendant Follow the steps below to install the MERLIN Attendant: CAUTION: Before initial installation of the MERLIN Attendant, set switches 1 and on the back panel to off (up). Connect a basic Touch-Tone phone to the port on the Basic Telephone (012) Module that you have programmed for the MERLIN Attendant.

  • Page 29: Setup Switch Positions For Installing Unit

    Installation and MERLIN LEGEND System Programming 7. Make sure setup switches 1 and 2 are off, then plug one end of the modular phone cord into the jack on the back of the MERLIN Attendant labeled “to line.” (See Figure 1-3.) Figure 1-3 Setup Switch Positions for Installing Unit Plug the other end of the modular phone cord into an programmed...

  • Page 30: Switch Settings When Operating Unit

    Installation and MERLIN LEGEND System Programming Table 1-6 Switch Settings When Operating Unit Result Switch Setting Saves recorded announcements during power outage Saves routes and programmable features during power outage Does not use battery backup to answer calls during power outage (See NOTE) Not Used NOTE:...
  • Page 31 Installation and MERLIN LEGEND System Programming Connecting MERLIN Attendants to the MERLIN LEGEND Figure 1-4 Control Unit. 1-21 Connecting the MERLIN Attendant...
  • Page 32 Installation and MERLIN LEGEND System Programming 1-22 Connecting the MERLIN Attendant...

  • Page 33: Chapter 2: Programming Features Merlin Attendant

    Programming Features of MERLIN Attendant Program the MERLIN Attendant from a Touch-Tone phone using the special commands that are discussed in this Chapter. For each command string: tells the MERLIN Attendant that the following digits are a part of a command.

  • Page 34: Entering The Merlin Attendant Authorized Caller Mode

    Programming Features of MERLIN Attendant Planning Form C—Announcement Time Reallocation Planning Form D—Announcement Recordings Planning Form E—Routing Plan Planning Form F—Supervised Transfers Planning Form G—Blind Transfers Planning Form H—Call Processing Options Planning Form I—Combined Routes/Individual Changes NOTE: You can order the MERLIN Attendant Planning Forms from the AT&T Customer Information Center (phone numbers are located on the inside front cover of this book).

  • Page 35: Setting The Clock

    Programming Features of MERLIN Attendant Reallocate Announcement Times Record Announcements Play Back Announcements Program Supervised Transfer Routes or Program Blind Transfer Routes Change Call Processing Options/Combined Routes Program Combined Routes/Individual Changes Setting the Clock The clock in the MERLIN Attendant must be synchronized with the clock in the MERLIN LEGEND system control unit to use the Night Service feature.

  • Page 36: Setting The Business Days

    Programming Features of MERLIN Attendant 03 = March 04 = April 05 = May 06 = June 07 = July 08 = August 09 = September 10 = October 11 = November 12 = December c. Two digits for the current date (01 - 31) d.

  • Page 37: Setting The Business Hours

    Programming Features of MERLIN Attendant You must enter the authorized caller mode before you can perform this procedure (see “Entering the MERLIN Attendant Authorized Caller Mode”). Perform the following steps to set the business day: Dial followed by the code for the day of the week: 1 = Sunday 2 = Monday 3 = Tuesday...

  • Page 38: Reallocating Announcement Times

    Programming Features of MERLIN Attendant 1 . D i a l f o l l o w e d b y : One digit code for the day of the week: 1 = Sunday 2 = Monday 3 = Tuesday 4 = Wednesday 5 = Thursday 6 = Friday...
  • Page 39 Programming Features of MERLIN Attendant customer is not using an announcement, set the allocated time to 00. The default allocations are as follows: NOTE: If there is no recording present, but time is allocated for a recording, a beep sounds, followed by silence. The silence lasts for the duration allocated for the missing recording.

  • Page 40: Recording Announcements

    Programming Features of MERLIN Attendant 1. Dial followed by the announcement time lengths for each announcement: NOTE: Set the time allocation to 00 for any announcement that is not being used. Two digits for the maximum time (in seconds) allocated for the Day announcement Two digits for the maximum time (in seconds) allocated for the Night announcement...
  • Page 41 Programming Features of MERLIN Attendant needs to enter. If announcements are being transferred from a tape recorder, make sure the volume is not set too high. Here is an example of how a Day announcement is recorded: “You have reached ANY Co. (Pause) If you know the extension of the person you are calling, please dial it now.

  • Page 42: Playing Back Announcements

    Programming Features of MERLIN Attendant Playing Back Announcements You must enter the authorized caller mode before you can perform this procedure (see “Entering the MERLIN Attendant Authorized Caller Mode”). Perform the following steps to confirm the recording of announcements: 1. Dial followed by the appropriate announcement code: 1 = Day announcement 2 = Night announcement...
  • Page 43 Programming Features of MERLIN Attendant Dial the route number (0 through 9). This is the number callers enter when they want to be connected to a particular department. Dial the Day Primary Extension. When the business is open, this is the first extension number the MERLIN Attendant dials when a caller selects this route.

  • Page 44: Programming Blind Transfers

    Programming Features of MERLIN Attendant NOTE: If this space is blank on the form, skip to step 10. If a secondary extension is not programmed, callers hear the Transfer Fail announcement when the first extension is busy or does not answer. When the business is closed, the Night Secondary Extension is the number that the MERLIN Attendant dials when it cannot connect the caller to the Night Primary Extension.

  • Page 45: Programming Combined Routes/Individual Changes

    Programming Features of MERLIN Attendant 2. Dial the route number (0 through 9). This is the number callers enter when they want to be connected to a particular department. NOTE: When programming route 0 for the receptionist, use an extension number that is not in the dial plan, such as 720, so that calls to the receptionist are directed to a line button not to an intercom button.

  • Page 46: Changing Call Processing Options

    Programming Features of MERLIN Attendant Dial the extension code. 11=Day Primary Extension 12=Day Secondary Extension 21=Night Primary Extension 22= Night Secondary Extension Dial the transfer code. 0=No Operation 1=Supervised Transfer 2=Blind Transfer 5=Disconnect Dial the extension number (2 to 4 digits) where the caller will be connected.
  • Page 47 Programming Features of MERLIN Attendant If the customer wants callers to have the option to enter individual extension numbers so that they can be connected to employees’ telephones directly, these commands can improve the processing of those calls. Call transfers to extensions can be expedited when the MERLIN Attendant knows which extensions are valid in the MERLIN LEGEND system and what the maximum number of digits are in an extension (two to four).

  • Page 48: Call Processing Options

    Programming Features of MERLIN Attendant Table 2-2 Call Processing Options Program Option/ Possible Default Current Code Description Settings Settings Settings 2901 Day Answer Delay 1 — 5 In Day mode, number of rings before the MERLIN Attendant answers an incoming call. Determines immediate or backup call handling 2902 Night Answer Delay...
  • Page 49 Programming Features of MERLIN Attendant Table Call Processing Options (Continued) Default Program Option/ Possible Current Description Settings Code Settings Settings 1 — 2 2918 Extension Transfer Indicates how extension calls are transferred. If blind transfer (2) is selected, calls are transferred to the receptionist when an extension dialed is busy or does not answer.
  • Page 50 Programming Features of MERLIN Attendant 9709 = Lowest Extension 9710 = Highest Extension Dial the number you have entered under “Current Setting.” Dial The two-beep confirmation tone sounds. NOTE: For Codes 9709 (Lowest Extension) and 9710 (Highest Extension), dial twice to enter. Continue programming or exit authorized caller mode by dialing To disconnect, dial 2-18...

  • Page 51: Chapter 3: Testing And Troubleshooting

    Testing and Troubleshooting Testing Once you have installed and programmed the MERLIN Attendant, perform the tests that follow. Testing Supervised Transfer Routes Perform the following steps if the customer has programmed any supervised transfer routes: Dial the MERLIN Attendant extension. Dial the first supervised transfer route number.

  • Page 52: Testing Blind Transfer Routes

    Testing and Troubleshooting Testing Blind Transfer Routes Use this procedure if the customer has programmed any blind transfer routes: Dial the MERLIN Attendant extension. Dial the first blind transfer route number. Verify that the extension from the Route Plan (Planning Form F) rings. Do not pickup the call.

  • Page 53: 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. This section also describes how to print reports. Out-of-Service Codes If the MERLIN Attendant detects a problem, the unit enters an out-of-service state.

  • Page 54: Power Failures

    Testing and Troubleshooting CAUTION: If you must disconnect ac power to the MERLIN Attendant, make sure setup switches 1 and 2 on the back panel are on (down). This saves programming and recorded announcements. Table 3-1 Out-of-Service Codes Number Problem of Blinks Announcements were not recorded or were erased (slow blink) or cannot...

  • Page 55: Printing Reports

    Testing and Troubleshooting 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 56: Contents Of A Traffic Analysis Report

    Testing and Troubleshooting Contents of a Traffic Analysis Report The traffic analysis report provides the following information: Route The report is detailed by route number (0 through 9) Messages This field is not relevant to the MERLIN Attendant. Attempted This field contains the number of times outside callers have selected a particular route since the last time the counter was reset to 0.

  • Page 57: Connecting The Printer

    Testing and Troubleshooting Connecting the Printer To connect the printer, you need the following equipment: 14-foot, 8-conductor modular cable (straight) Modular/RS-232 DB-25 adaptor, male connector, or Modular/RS-232 DB-25 adaptor, female connector (depending on printer model) The cable must be configured as shown in Table 3-2. Table 3-2 Pinout Assignment for the TI 700 Printer MERLIN Attendant...
  • Page 58 Testing and Troubleshooting Dial and the following appropriate choice: 2 9 0 9 = print route programming 2 = print traffic analysis report 3 = print business schedule 4 = print announcement time allocations Once the report is complete, exit authorized caller mode by dialing To disconnect, dial Resetting the Counters To reset the call handling traffic statistics to 0, perform the following steps:...
  • Page 59 Testing and Troubleshooting 1. Dial the MERLIN Attendant extension from a Touch-Tone phone, preferably a single-line set. Wait for an answer. 3. Dial followed immediately by the authorized caller code and 4. Dial followed by the appropriate selection: 01 = Day Answer Delay Answer Delay 02 = Night...
  • Page 60 Testing and Troubleshooting 3-10 Troubleshooting...
  • Page 61 Index 10 VAC, 1-6 Back panel, 1-4 Basic Telephone Module, 1-2 6-wire modular phone cord, 1-7 connecting to, 1-7 Basic Telephone Module, connector, 1-6 Battery, 1-2, 1-20 charging, 3-5 in out-of-service state, 3-3 recommended switch settings (table), 1-19 Battery light, 1-3, 1-19, 3-3 Administering Call Distribution Groups, Baud rate, setting, 3-5 1-12...
  • Page 62 Index Clock setting , 2-3–2-4 system, 1-2 synchronizing, 2-3 Command strings, used for Front panel, 1-3 programming, 2-1 Connecting the MERLIN Attendant, 1-18–1-22 Connector, 1-4 10 VAC, 1-6 audio out, 1-6 reserved, 1-6 serial i/o, 1-6 to line, 1-6 Light Cord battery, 1-3, 1-19 6-wire modular phone, 1-7...
  • Page 63 Index Power cord, 1-7, 1-19 Power light, 1-3, 1-19 Power outage, 1-2, 1-20–1-21 maintaining programming information, Night service, programming, 1-15–1-17 setup switches control of, 1-5 Number of MERLIN Attendants required, Power source, MERLIN Attendant, 1-9 Primary daytime extension, 2-11 Primary night extension, 2-11 Printer announcement time allocations report, business schedule report, 3-8...
  • Page 64 Index System Manager’s Guide, 1-7 System Programming Procedures, 1-10–1-17 Recording announcements, 2-8–2-9 Remote programmability, 1-2 Reports announcement time allocations, 3-8 business schedule, 3-8 routes, 3-8 Talking light, 1-3 traffic analysis, 3-8 Testing, 3-1–3-2 Reserved, 1-6 Testing blind transfer routes, 3-2 Reset button, 1-5, 3-3 Testing extension numbers, 3-2 Resetting the counters, 3-8...
  • Page 65 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 RJ11C.
  • Page 66 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. INTERFERENCE INFORMATION NOTICE: FCC Rules require that you be notified of the following: This equipment generates, uses, and can radiate radio...

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