Merlin Attendant - AT&T MERLIN LEGEND Release 2.0 Equipment And Operations Manual

Applications

MERLIN Attendant

CAUTION:
This section is intended solely as an overview of the application. For
comprehensive information about the use of the application, see the
documentation for the product.
The MERLIN Attendant is a standalone application that answers incoming calls
and plays a menu of recorded prompts. A caller can respond to the prompts by
dialing touch-tones, and the MERLIN Attendant routes the call to an internal
extension accordingly. A caller without a touch-tone telephone is transferred to
the system operator for further call handling and routing.
The MERLIN Attendant can be programmed to transfer calls in either of two
ways:
Unsupervised transfer— the MERLIN Attendant dials the extension or
department requested by the caller and disconnects. If the call is not
answered or the extension is busy, the call is routed to the system
operator or goes to the redirect extension.
Supervised transfer— the MERLIN Attendant transfers the call and can
retrieve it if the transfer is unsuccessful. The MERLIN Attendant then
directs the call to another telephone, allows the caller a second route
choice, or plays a failed-transfer announcement, depending on how the
application is programmed.
Calls can be answered immediately (Primary Call Handling) or after a delay
(Secondary Call Handling), for example, if the call goes unanswered by the
system operator after a specified number of rings.
Mode Differences
The system must operate in Hybrid/PBX or Key mode. The MERLIN Attendant
cannot be connected to a system operating in Behind Switch mode.
Considerations and Constraints
The MERLIN Attendant cannot be connected to a communications
system that has an AUDIX Voice Power or MERLIN MAIL Application
installed.
A maximum of four MERLIN Attendants can be connected to the system.
The MERLIN Attendant can be programmed to answer every incoming
call or in or only calls on certain lines/trunks.
Unanswered transferred calls do not return to the MERLIN Attendant, but
are redirected to a designated extension, such as the system operator,
4-16 MERLIN Attendant