Page 1 AT&T 555-640-118 Issue 1 March 1996 MERLIN LEGEND ® Communications System Releases 3.1 and 4.0 System Manager’s Guide...
Page 2: Issue
Copyright 1996, AT&T AT&T 555-640-118 All Rights Reserved Issue 1 Printed in U.S.A. March 1996 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. See Appendix A, “...
Page 3: Ordering Information
Trademarks 5ESS, Accunet, CONVERSANT, DEFINITY, Megacom, MERLIN, MERLIN LEGEND, Magic on Hold, MultiQuest and PARTNER are registered trademarks and AT&T Attendant, 4ESS, AUDIX Voice Power, Fax Attendant System, MERLIN MAIL, ExpressRoute 1000, MERLIN PFC, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, and PassageWay are trademarks of AT&T in the U.S.
Page 4 MERLIN LEGEND ® Communications System Releases 3.1 and 4.0 System Manager’s Guide System Information Sheet If you have a problem with your system, you may be able to resolve it quickly and easily by following the appropriate troubleshooting procedure in this guide. If the problem persists or is not listed in this guide, call the AT&T Helpline at 1 800 628-2888 for further assistance.
Page 5: N The System Planning Forms
Contents New Features and Enhancements Release 3.1 Enhancements Release 4.0 Enhancements xxiii About This Book Intended Audience xxvii How to Use This Book xxvii Terms and Conventions Used xxviii Security Related Guides How to Comment on This Document xxxi Read This First Overview 1–1 Your Role as System Manager...
Page 6 Contents About the System Background 2–2 System Overview 2–10 Incoming Trunks 2–12 Modes of Operation 2–16 Components 2–18 Features 2–22 Applications 2–22 Programming the System 2–25 System Capacities 2–25 Auxiliary Components 2–26 Data Communications Capabilities 2–29 System Components Control Unit 3–1 Telephones 3–14...
Page 7 Contents Putting the System to Work Scenario 1: A Small Office 5–2 Scenario 2: A Professional Office 5–7 Scenario 3: A Dual-Location Company 5–21 Optimizing Your System 5–30 Managing the System Using the Task Descriptions 6–1 Using the Programming Procedures 6–3 Introduction to System Programming 6–5...
Page 8 Contents Managing the System (continued) Changing Group Coverage Assignments 6–68 Revising Night Service with Group Assignment 6–69 Changing Extension Directory Labels 6–70 Changing Trunk Labels 6–72 Changing Posted Message Labels 6–73 Changing Calling Group Labels 6–74 Changing System Directory Labels 6–75 Learning More Guides...
Page 9: Table Of Contents
Contents Troubleshooting the System (continued) Reminder Messages Received with the Wrong Time 8–19 Recall/Switchhook Does Not Work 8–20 Calling Group Members Not Receiving Calls 8–21 Other or Unresolved Problems 8–22 Customer Support Information Support Telephone Number A–1 Federal Communications Commission (FCC) Electromagnetic Interference Information A–1 Canadian Department of Communications (DOC)
Page 10 Contents System Capacities System Planning Forms Removing/Reinstalling the Control Unit Housing Removing the Control Unit Housing E–1 Installing the Control Unit Housing E–2 Glossary GL-1 Index IN-1 System Manager’s Guide...
Page 11 Figures About the System 2–1. The Local Loop 2–3 2–2. The Telephone Network 2–4 2–3. The Evolution of Switches 2–7 2–4. The Switching Office Hierarchy 2–8 2–5. System Overview 2–11 2–6. Incoming Trunks 2–15 2–7. System Components 2–20 2–8. 408 GS/LS-MLX Module 2–21 2–9.
Page 12 Figures Managing the System 6–1. Information Screen 6–6 6–2. Menu Selection Screen 6–6 6–3. Data Entry Screen 6–7 6–4. System Programming Menu Screens 6–8 6–5. Screen Keys 6–9 6–6. Station Busy Screen 6–10 6–7. MLX-20L Telephone with Direct Station Selector (DSS) 6–13 6–8.
Page 13 Tables About the System 2–1. Modes of Operation 2–17 System Components 3–1. Line/Trunk and Extension Modules 3–6 3–2. Analog Multiline Telephones 3–23 3–3. Single-Line Telephones 3–23 3–4. Maximum Number of System Operator Positions 3–28 3–5. Adjunct Summary 3–41 Features and Applications 4–1.
Page 14 Tables Putting the System to Work 5–1. Medical Office Needs 5–2 5–2. Executive Staff Needs 5–9 5–3. Secretarial Staff Needs 5–10 5–4. Administrative/Support Staff Needs 5–11 5–5. Other Needs 5–12 5–6. Law Firm Call Coverage 5–16 5–7. Law Firm Calling Restrictions 5–20 5–8.
Page 15: C System Capacities
Tables System Capacities C–1. Hardware and Software Capacities C–2 System Planning Forms D–1. System Planning Forms D–1 xvii System Manager’s Guide...
Page 16 Tables xviii System Manager’s Guide...
Page 17 Safety 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 When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons, including: Read and understand all instructions.
Page 18: Save These Instructions
Safety Do not attach the power supply cord to building surfaces. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it. Slots and openings in the module housings are provided for ventilation. To protect this equipment from overheating, do not block these openings.
Page 19 New Features and Enhancements Release 3.1 Enhancements Release 3.1 includes all Release 3.0 functionality plus the enhancements listed below. Call Restriction checking for star codes Beginning with Release 3.1, the system manager can now add star (*) codes to Allowed and Disallowed Lists to help prevent toll fraud. Star codes, typically dialed before an outgoing call, enable telephone users to obtain special services provided by the central office (CO).
Page 20 Release 3.1 Enhancements Programmable Second Dial Tone Timer Beginning with Release 3.1, the system manager can now assign a second dial tone timer to lines and trunks to help prevent toll fraud (for example, when star codes are used). After receiving certain digits dialed by a user, the CO may provide a second dial tone, prompting the user to enter more digits.
Page 21 Release 4.0 Enhancements New maintenance procedure for testing outgoing trunk problems A password is now required for technicians to perform trunk tests. Security Alert: The enhancements in Release 3.1 help increase the security of the MERLIN LEGEND System. To fully utilize these security enhancements, be sure to read and understand the information in these upgrade notes.
Page 22 Release 4.0 Enhancements Support for 2B Data applications Release 4.0 has certified group and desktop video applications that use two B-channels to make video/data calls from endpoints (stations) that are enabled to use 2B Data. The endpoints that support these applications connect to an MLX-port on the MERLIN LEGEND system.
Page 23 Release 4.0 Enhancements Single-Line Telephone Enhancements Disable Transfer. Through centralized telephone programming, the system manager can disable the ability to transfer calls by removing all but one SA or ICOM button from the telephone. No Transfer Return. When a handset bounce in its cradle, the MERLIN LEGEND system interprets that as a switchhook flash and attempts to transfer a call.
Page 24 Release 4.0 Enhancements xxvi System Manager's Guide...
Page 25: Intended Audience
About This Book The MERLIN LEGEND Communications System is an advanced digital switching system that integrates voice and data communications features. Voice features include traditional telephone features, such as Transfer and Hold, and advanced features, such as Group Coverage and Park. Data features allow both voice and data to be transmitted over the same system wiring.
Page 26: Terms And Conventions Used
Terms and Conventions Used System Programming Equipment and Operations Reference “Related Documents,” later in this chapter, provides a complete list of system documentation together with ordering information. In the U.S.A. only, AT&T provides a toll-free customer Helpline 24 hours a day. Call the Helpline (1 800 628-2888), or your AT&T representative, if you need assistance when installing, programming, or using your system.
Page 27 Terms and Conventions Used Typographical Conventions Certain type fonts and styles act as visual cues to help you rapidly understand the information presented: Example Purpose It is very important that you follow these Italics indicate emphasis. steps. You must attach the wristband before touching the connection.
Page 28: Related Documents
Security Security Certain features of the system can be protected by passwords to prevent unauthorized users from abusing the system. You should assign passwords wherever you can and limit knowledge of such passwords to three or fewer people. Nondisplaying authorization codes and telephone numbers provide another layer of security.
Page 29 How to Comment on This Book Document No. Title Telephone User Support MLX-10D , MLX-10DP , MLX-16DP , MLX-28D , and 555-640-122 MLX-20L Display Telephones User’s Guide 555-630-150 MLX-10D Display Telephone Tray Cards (5 cards) 555-630-153 MLX-28D and MLX-20L Telephone Tray Cards (5 cards) 555-640-124 MLX-10 Nondisplay Telephone User’s Guide 555-630-151...
Page 30 How to Comment on This Book xxxii About This Book...
Page 31: Glossary
FEEDBACK FORM MERLIN LEGEND Communications System Releases 3.1 and 4.0 Title: System Manager’s Guide Order No.: 555-640-118 Date: March 1996, Issue 1 Please rate the effectiveness of this book in the following areas: Excellent Good Fair Poor Applicable Ease of Use Clarity Completeness Accuracy...
Page 32 Read This First Contents Overview 1–1 Using This Guide 1–2 Related Guides 1–3 Your Role as System Manager 1–3 System Manager Responsibilities 1–4 The System Planning Forms 1–5 Upgrading the System 1–5 Environmental Requirements 1–6 1–i Read This First...
Page 33: Read This First
Read This First This chapter includes important background information to help you understand the system manager function and how to use this guide. After a brief overview, this chapter provides the following information: A description of system manager responsibilities A description of the planning forms that are the record of how your system is set up Information about upgrading the system A description of environmental requirements for correct and safe system...
Page 34 Overview Whether using a system telephone or a PC to program system changes, you simply make selections from menus; you don’t have to remember any special commands or codes. If you need detailed information or step-by-step instructions, the system guides clearly describe your choices.
Page 35: Your Role As System Manager
Your Role as System Manager Related Guides There are two categories of guides available for the system: User Guides and Operator Guides. Each of these guides describes the use and features of a specific telephone or operator console. System Reference Guides. These guides provide detailed information about system features and capabilities: —...
Page 36: System Manager Responsibilities
Your Role as System Manager If you want more detailed instructions, you can use the step-by-step procedures in the system’s manuals. The instructions are designed so that you can follow them easily. To quickly find the information or procedure you need, read Chapter 7, “Learning More,”...
Page 37: The System Planning Forms
The System Planning Forms The System Planning Forms When a MERLIN LEGEND Communications System is installed and set up, AT&T personnel program it to function according to the options the customer selects and the features the customer needs. To make the programming process run smoothly, the AT&T personnel fill out and refer to planning forms that record all of the system’s settings and features, those that affect the whole system and those that affect individual extensions.
Page 38: Environmental Requirements
Environmental Requirements The memory cards are color-coded and have different titles to indicate their contents and function: Feature Upgrade Memory Card. Orange label with black bars; entitled Forced Installation . To upgrade your system to the latest release. Maintenance Upgrade Memory Card. Orange label; entitled Upgrade Card .
Page 39 Environmental Requirements Do not place anything that could block ventilation on top of or around the carriers. Do not install the control unit under any device that may drip fluid, such as an air conditioner. For maintenance purposes, the control unit should be mounted in an accessible location.
Page 40 Environmental Requirements 1–8 Read This First...
Page 41: About The System
About the System Contents Background 2–2 Telephone Equipment 2–5 Switching Equipment 2–6 The Evolution of Switches 2–6 Switching Methods 2–9 System Overview 2–10 Incoming Trunks 2–12 Modes of Operation 2–16 Components 2–18 Line/Trunk and Extension Modules 2–21 Features 2–22 Applications 2–22 Programming the System 2–25...
Page 42: About The System
About the System This chapter provides a general overview that introduces all of the major aspects of the system and its operation, including: Trunks Modes of operation System components Features Applications Programming the system System capacities Auxiliary components Data communications capabilities More information about specific system topics is included throughout the guide.
Page 43 Background Background Alexander Graham Bell and his assistant, Thomas A. Watson, demonstrated the first working model of a telephone on March 10, 1876. Bell made the call from a transmitter in one room to a receiver a few rooms away. The first telephone installations were set up like that first call, as direct connections between one telephone and another.
Page 44: The Local Loop
Background Telephone Company Central Office (CO) Customer Premises Figure 2–1. The Local Loop 2–3 About the System...
Page 45: The Telephone Network
Background Long Distance (Toll) Network Customer Premises Customer Premises Figure 2–2. The Telephone Network 2–4 About the System...
Page 46 Background Telephone Equipment The first working model of a telephone consisted of a microphone (called a transmitter ) and a small loudspeaker-like device (called a receiver ) connected by a pair of wires and a battery. A telephone is powered by direct current (dc) which, in early phones, was supplied by a battery inside the phone.
Page 47 Background Although there are still some rotary-dial telephones in use, most modern telephones have touch-tone dialing, which is faster and, with the advent of services available from touch-tone phones, more versatile. The terms tip and ring , however, still describe any telephone equipment that involves only one line, for example, a single-line telephone (such as those in most homes), an answering machine, or a fax machine.
Page 48: The Evolution Of Switches
Background Party-Line Service. Several telephones were connected to one line so that a number of people could communicate in the same conversation. But there was no way to reach a telephone on any other line. Station Switching. All telephones were connected to all other telephones.
Page 49: The Switching Office Hierarchy
Background Eventually, as more and more COs were created, a hierarchy of special switching offices (SOs) connected the COs locally and then between cities and countries for long-distance ( toll ) switching. The dedicated lines between COs were called trunks . The following list provides an overview of the hierarchy of switching offices.
Page 50 Background Today, a local area within which there is a single uniform set of charges for telephone service is called a local exchange area . A number of COs may serve a local exchange area, and a call between any two points within an exchange area is a local call .
Page 51: System Overview
System Overview It was, therefore, a natural progression that led to the idea of using a computer, with its inherent programmable flexibility, to control the switching operation. This new generation of switching technology was called an electronic switching system (ESS). With ever-increasing innovations in technology (beginning with the AT&T No.1 ESS first installed in 1965), the AT&T 5ESS digital switching system handles 100,000 lines and 650,000 telephone calls per hour.
Page 52: System Overview
System Overview Telephone Company Central Office Telephone (CO) Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–5. System Overview 2–11 About the System...
Page 53: Incoming Trunks
Incoming Trunks Incoming Trunks Trunks are the telephone company’s facilities, provided by the central office (CO) to carry voice or data communications (see Figure 2–6). There are a variety of trunks, each with different capabilities. These types have evolved over the years as technology has advanced and customer needs have expanded.
Page 54 Incoming Trunks In more complex tie trunk configurations, a person can tie into another system and use a trunk that does not exist on his or her own system. For example, in a company with locations in New York, Chicago, and Los Angeles (with tie trunks between New York and Chicago, and Chicago and Los Angeles), users in New York can access a Los Angeles trunk and make a local call as if they were in Los Angeles themselves.
Page 55 Incoming Trunks ¨ T1 Data Operation. Available in Release 4.0 and later, T1 data operation allows high-speed data communications over the public switched network; this is called T1 Switched 56 service . It also provides data tie “lines” to connect one MERLIN LEGEND Communications System to another or to a DEFINITY system.
Page 56: Incoming Trunks
Incoming Trunks Telephone Company Central Office Telephone Incoming Trunks (CO) Company Loop-Start Trunk Ground-Start Trunk Digital Facility MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN LEGEND Applications Auxiliary Components Figure 2–6. Incoming Trunks 2–15 About the System...
Page 57: Modes Of Operation
Modes of Operation Modes of Operation The system’s mode of operation determines the following: The types of outside trunks that can be connected to the system How users access outside trunks The types of system operator consoles that your business can use The features and applications that your business can use and how they work How the system is registered with the Federal Communications...
Page 58: Modes Of Operation
Modes of Operation Table 2–1. Modes of Operation Key Mode Hybrid/PBX Mode Behind Switch Mode Description Telephones have Outside trunks are Used when the system multiple buttons (or grouped in pools for (called the local system ) is keys ) labeled with shared use;...
Page 59 Components Table 2–1, Continued Key Mode Hybrid/PBX Mode Behind Switch Mode Comments All users need multiline Provides the most Users can have access to phones. efficient use of outside most features of both the Line assignments can trunks. The Automatic local system and the host be customized by Route Selection (ARS)
Page 60 Components System Operator Consoles. Telephones programmed to handle a variety of operator functions. Types of consoles include: — Analog or MLX Direct-Line Console (DLC). Outside lines are assigned to individual buttons, and the console can have several calls ringing at the same time. Only certain MLX telephones and analog multiline telephones can be used as DLCs.
Page 61: System Components
Components Telephone Company Telephone Company Central Office Central Office Telephone (CO) (CO) Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN Single- Answering Analog Telephone Line Machine Multiline LEGEND Telephone Telephone Machine with MFM Phone Telephone Applications Auxiliary...
Page 62: Gs/Ls-Mlx Module
Components Line/Trunk and Extension Modules The line/trunk and extension modules inserted into the control unit have jacks for connecting CO trunks and system telephone wires to the control unit. A system with a basic carrier has five slots for modules. Up to two expansion carriers can be added, each one adding six slots for modules.
Page 63 Features Features The versatility and power of the system are due, in large part, to the variety of feature settings and services it can provide. Features include traditional items (Transfer and Call Waiting), as well as advanced features (Coverage and Park). Some functions can be performed in several ways.
Page 64 Applications Call accounting applications manage telephone usage by tracking and sorting telephone costs and producing reports on costs. A call management application answers and distributes calls to members of a specified group, for example, ticketing agents. Passage Way Direct Connect Solution provides an interface between an extension and a PC with Microsoft Windows , as well as providing useful utilities and allowing the integration of Windows applications with telephone activities.
Page 65 Applications Telephone Company Telephone Company Central Office Central Office Telephone (CO) (CO) Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN Single- Answering Analog Telephone Line Machine Multiline LEGEND Telephone Telephone Machine with MFM Phone Telephone Applications Call...
Page 66: Programming The System
Programming the System Programming the System System installation includes programming features, settings, and options selected by you or a representative from your company. Depending on the feature, either you, as system manager, or a person at his or her extension can make changes to features: System Programming.
Page 67: Auxiliary Components
Auxiliary Components Appendix C describes hardware and software capacities, that is, the minimums and maximums for certain features. Auxiliary Components There are many other components that people use with the system, including adapters, adjuncts, and accessories. You probably have many of these in your system already.
Page 68 Auxiliary Components Adapters. Enable the connection of other equipment or certain telephone company facilities. There are two kinds of adapters, classified according to function: — System Adapters. Connect adjuncts (for example, a loudspeaker paging system) directly to the control unit and serve the whole system.
Page 69: Auxiliary System Components
Auxiliary Components Telephone Company Central Office Telephone (CO) Company Incoming Trunks MERLIN LEGEND Communications System Control Unit Telephones and Other Equipment MERLIN Single- Answering Analog Telephone Line Machine Multiline LEGEND Telephone Telephone Machine with MFM Phone Telephone Applications Call Voice PassageWay Accounting Messaging...
Page 70: Data Communications Capabilities
Data Communications Capabilities Data Communications Capabilities One of the important capabilities of the system is that it can carry both voice and data communications simultaneously over the same lines. In addition, system features used for voice communications, such as Automatic Route Selection, calling restrictions, and speed dialing can also enhance the use of data equipment.
Page 71 Data Communications Capabilities For high-speed data communications over Integrated Services Digital Network Basic Rate Interface (NI-1 BRI, Release 4.0 and later) or Digital Signal 1 (DS1) Primary Rate Interface (PRI) or T1 Switched 56 (Release 4.0 and later) facilities, you can attach an ExpressRoute 1000 ISDN Terminal Adapter or another ISDN (Integrated Digital Services Network) terminal adapter to an MLX telephone.
Page 72: System Components
System Components Contents Control Unit 3–1 Carriers 3–2 Processor Module 3–2 PCMCIA Memory Card 3–3 Power Supply Module 3–4 Line/Trunk and Extension Modules 3–5 Modules Supporting Extensions 3–8 Extension Jacks 3–8 Touch-Tone Receivers 3–9 016, 012, and 008 OPT Modules 3–9 Modules Supporting Lines/Trunks 3–9...
Page 73 Contents Telephones 3–14 MLX Telephones 3–14 MLX-28D 3–16 MLX-20L 3–17 MLX-16DP 3–18 MLX-10D 3–19 MLX-10DP 3–19 MLX-10 3–20 Direct Station Selector 3–21 Analog Multiline Telephones 3–22 Single-Line Telephones 3–23 Line Buttons on Multiline Telephones 3–24 Key Mode Line Buttons 3–24 Line Buttons in Hybrid/PBX Mode 3–25 Line Buttons and Special Considerations in Behind Switch...
Page 74 Contents Adjuncts continued Telephone Adjuncts 3–37 Modems 3–37 Headsets 3–38 Headpieces 3–38 Manual Operation (Analog Multiline Telephones Only) 3–38 One-Touch Operation (MLX and Analog Multiline Telephones) 3–38 Specialty Handsets 3–38 Message-Waiting Indicator 3–39 Additional Telephone Adjuncts 3–39 Data Communications Adjuncts 3–39 ExpressRoute 1000 ISDN Terminal Adapter 3–40...
Page 75: System Components
System Components This chapter describes the system’s basic hardware. It includes descriptions of the control unit, MLX telephones, analog multiline telephones, single-line telephones, system operator consoles, adjuncts and adapters for the system and telephones, and power-related accessories. NOTE: This chapter describes hardware that is currently available on the system. The system also supports hardware that is no longer available for sale or lease.
Page 76 Control Unit Carriers The carriers in the system are the containers that hold the modules on which the circuit boards and connections for lines/trunks and extensions (called jacks or ports ) are. There can be up to three carriers: one basic carrier and two expansion carriers.
Page 77: Release 4.0 Processor Module
Control Unit Module Label Error/Status Code Display PCMCIA Interface Slot Debugging Port (plugged to prevent access) Alarm Status Light SMDR Port ADMIN Port Figure 3–1. Release 4.0 Processor Module The processor module has a single-character display for numbers and symbols that help AT&T technicians to understand any problems with the system software and to maintain the system.
Page 78: Power Supply Module
Control Unit Feature Upgrade Memory Card. Orange label with black bars; entitled Forced Installation . To upgrade your system to the latest release. Maintenance Upgrade Memory Card. Orange label; entitled Upgrade Card . To fix problems in the system. Translation Memory Card. White label; entitled Translation Card . To back up and restore your system programming as an alternative to using System Programming and Maintenance (SPM).
Page 79 Control Unit Line/Trunk and Extension Modules Line/trunk and extension modules have jacks for connecting telephone company lines/trunks and extension wires to the control unit. The system supports 17 types of line/trunk and extension modules. For maximum flexibility, some modules support only lines/trunks, some only extensions, and some a combination of the two.
Page 80: Line/Trunk And Extension Modules
Control Unit Table 3–1. Line/Trunk and Extension Modules Line/ Module Trunk Description none Capacity: 8 analog extension jacks Supports: Analog multiline telephones; Call Management System (CMS) 008 MLX none Capacity: 8 digital extension jacks, each with 1 or 2 extensions (each extension is assigned an individual extension number) Supports: MLX extensions, including: —...
Page 81 Control Unit Table 3–1, Continued Line/ Module Trunk Description Capacity: 8 BRIs, each with 2 B-channels (“virtual” lines) for voice and NI-BRI data and 1 channel used for signaling. Supports: See section “800 NI-BRI” module for details. Voice, data, video, and other services at 64 kbps over standard ISDN lines/trunks. †...
Page 82 Control Unit Modules Supporting Extensions Table 3 1 describes the type of equipment that each module supports. This section highlights some important points about extension modules. NOTE: Extension jacks connect to individual telephones and to adjuncts that are attached to extensions. Some adjuncts and applications serve the whole system and connect directly to line/trunk jacks.
Page 83 Control Unit Touch-Tone Receivers In addition to jacks for connecting lines/trunks and extensions, various modules also include components called touch-tone receivers (TTRs). These TTRs allow the system to process touch tones entered by outside callers for special purposes, such as automated attendants that answer calls from people with touch-tone phones, voice mail systems, and remote access callers who call into the system and use its services.
Page 84 Control Unit 100D Module The 100D module has only one line/trunk (called a Digital Signal Level 1 or DS1 facility ) but actually supports 23 or 24 “virtual” lines/trunks. These are called channels or B-channels , depending upon the type of service you choose. As described in Chapter 2, “About the System,”...
Page 85 Control Unit PRI supports Station Identification/Automatic Number Identification when your company subscribes to it. PRI also allows your system to connect to an AT&T DEFINITY telephone system. In addition, PRI supports Group IV (G4) fax machines, as well as desktop and group videoconferencing.
Page 86 Control Unit 800 NI-BRI Module For Release 4.0 and later systems, this module supplies eight line/trunk jacks for connecting central office facilities that use the standard National ISDN 1 (Integrated Services Digital Network 1) protocol and the BRI (Basic Rate Interface) access arrangement (this combination is abbreviated NI-1 BRI ).
Page 87: System Components
Control Unit PFT Jack PFT Jack PFT Jack Line/ Line/ Line/Trunk Line/ Trunk Trunk Line/Trunk Tie- Jacks Trunk Jacks Jacks Jacks Trunk Jacks Line/ Line/ Line/ Line/ Jacks Trunk Trunk Line/Trunk Trunk Trunk Line/Trunk Line/ Jacks Jacks Jacks Jacks Jacks Jacks Trunk Jacks...
Page 88: Mlx Telephones
Telephones Telephones You can use MLX (digital) telephones as well as several different analog and single-line telephones with the system. This section describes these telephones. NOTE: Telephones that are located far from the control unit or that have other equipment ( adjuncts ) attached (for example, an answering machine or a fax machine) may need additional power.
Page 89 Telephones MLX display telephones in particular offer enhanced services to telephone users and to you in your role as system manager. MLX display telephones have the following unique features: Menu-driven telephone programming The ability to select and use features from the display Support for Primary Rate Interface (PRI) calling number identification services and the Caller ID feature Information in English, French, or Spanish.
Page 90: Mlx-28D Telephone
Telephones MLX-28D The MLX-28D telephone (Figure 3 4) provides the following features: Optional Direct-Line Console (DLC) operation Display (2 lines by 24 characters) 28 line buttons that can be programmed with features 4 fixed display buttons, 4 unlabeled display buttons for screen selection, and 8 fixed-feature buttons Support of one or two Direct Station Selectors (DSSs) or PassageWay Direct Connect Solution...
Page 91: Mlx-20L Telephone
Telephones MLX-20L The MLX-20L telephone (Figure 3 5) provides the following features: System programming and optional DLC or QCC operation Display (7 lines by 24 characters) 20 line buttons that can be programmed with features 14 fixed and unlabeled display buttons and 8 fixed-feature buttons Support of one or two DSSs or PassageWay Direct Connect Solution MLX-20L telephones cannot be wall-mounted.
Page 92: Mlx-16Dp Telephone
Telephones MLX-16DP The MLX-16DP telephone (Figure 3 6) provides the following features: Display (2 lines by 24 characters) 16 line buttons that can be programmed with features 4 fixed display buttons, 4 unlabeled display buttons for screen selection, and 8 fixed-feature buttons Support of PassageWay Direct Connect Solution, version 2.1 or later MLX-16DP telephones cannot be wall-mounted.
Page 93: Mlx-10D Telephone
Telephones MLX-10D The MLX-10D telephone (Figure 3 7) provides the following features: Display (2 lines by 24 characters) 10 line buttons that can be programmed with features 8 fixed display buttons and 8 fixed-feature buttons MLX-10D telephones can be wall-mounted, but doing so makes the display hard to read.
Page 94: Mlx-10 Telephone
Telephones MLX-10 The MLX-10 telephone (Figure 3 8) provides the following features: 10 line buttons that can be programmed with features 8 fixed-feature buttons MLX-10 telephones can be wall-mounted. Handset MLX-10 Button Labeling Card Line Buttons (10) Message Light Message Volume Feature Transfer...
Page 95: Direct Station Selector
Telephones Direct Station Selector The Direct Station Selector (DSS), shown in Figure 3–9, is an adjunct that you can connect to an MLX-20L or an MLX-28D telephone programmed as an operator console (it cannot connect to any other telephone). DSSs enhance the capabilities of both DLCs and QCCs and, when connected to an MLX-20L telephone, help with programming.
Page 96: Analog Multiline Telephones
Telephones Paging group extension numbers Park zone access codes Automatic Route Selection (ARS) access codes Remote Access dial code Listed Directory Number (the extension for the QCC queue) Ten fixed-feature buttons with green lights are at the bottom of the DSS. The first three (from left to right) on the top row are Page buttons, which you use to select the range of extension numbers represented by the DSS buttons.
Page 97: Analog Multiline Telephones
Telephones Table 3–2. Analog Multiline Telephones Model Description BIS-10 10-button telephone with built-in speakerphone BIS-22 22-button telephone with built-in speakerphone BIS-22D 22-button telephone with 16-character display and built-in speakerphone BIS-34D 34-button telephone with 16-character display and built-in speakerphone MDC 9000 Cordless Cordless multiline MDW 9000 Cordless and wireless multiline...
Page 98: Line Buttons On Multiline Telephones
Telephones Line Buttons on Multiline Telephones Different models of telephones, of course, have different imprinted buttons. The descriptions above summarized these buttons. Line buttons on multiline telephones fall into two categories: Buttons that are system-programmed to access an inside or outside line or pool of outside lines Blank line buttons that can be programmed—by the system manager only, or by either the system manager or the user—with system features...
Page 99: Line Buttons In Hybrid/Pbx Mode
Telephones ICOM buttons fall into several categories: ICOM Ring. Use this button to make inside calls and to receive inside and outside calls transferred from another extension. When you use an ICOM Ring button to make an inside call, the telephone at the destination extension rings once per ring cycle to indicate an inside call.
Page 100 Telephones SA Voice. Use this button to make and receive inside and outside calls. When you use an SA Voice button to make an inside call, the user at the destination extension hears your voice on the speakerphone after a single beep, rather than ringing.
Page 101 Telephones Line Buttons and Special Considerations in Behind Switch Mode When you program the system for Behind Switch mode, the system assigns a single prime line, an ICOM Ring button, and an ICOM Voice button to each multiline telephone. When you lift the telephone handset, the prime line is selected automatically (even when it is busy) unless you have first selected a different button.
Page 102: N Operator Consoles
Operator Consoles You can assign a combination of up to 10 ICOM Voice, ICOM Ring, and ICOM Originate Only buttons to each multiline telephone, on buttons 1 through 10. The number of prime line buttons that can be assigned is limited only by the number of trunks provided by the host and the number of buttons available on the telephone.
Page 103: Qcc Buttons
Operator Consoles NOTE: The system cannot have more than eight operator positions of any combination (QCCs and/or DLCs); if you use a combination of consoles, no more than four can be QCCs. Queued Call Consoles The Queued Call Console (QCC) is available only in Hybrid/PBX mode. In a QCC configuration, the system holds waiting calls in a queue and directs them to a QCC as a position becomes available.
Page 104 Operator Consoles Release. Releases the system operator from a call and/or completes the call-directing process, making the operator available for another call. Destination. Reconnects the system operator to the destination before a new call is released to its destination. Cancel. Cancels call directing and reconnects the system operator with the caller (source).
Page 105: Direct-Line Consoles
Operator Consoles Keep these facts in mind if you need to work with QCCs: You must connect a QCC to an extension jack on a 008 MLX or 408 GS/LS-MLX module. Each 008 or 408 GS/LS-MLX module can carry a maximum of two QCCs. You must connect the first QCC to the first MLX extension jack in the system.
Page 106: System Adapters
Adapters You can add one or two DSSs to the MLX-20L or MLX-28D telephone to provide 150 (3 pages for each of 50 buttons) or 300 (3 pages for each of 50 buttons for each of 2 DSSs) of additional extension buttons. You cannot attach a DSS to an analog DLC;...
Page 107: Telephone Adapters
Adapters Installation and operation of these adapters, as well as planning for them, is handled by AT&T. Telephone Adapters The adapters described below connect adjuncts to telephones. Multi-Function Module The Multi-Function Module (MFM) enables you to connect tip/ring (T/R) or supplemental alert adjuncts to an MLX telephone.
Page 108: General-Purpose Adapter
Adapters NOTE: The MFM uses one of the two channels when it is active. A channel carries a voice or data call between the system and the extension. This means you cannot use Voice Announce and Speakerphone Paging when an adjunct (such as a fax machine) and an MLX telephone are in use at the same time.
Page 109: System Adjuncts
Adjuncts Adjuncts This section describes the adjuncts that you can use with the system. System adjuncts connect directly to the control unit and serve the whole system. Telephone adjuncts attach to telephones and serve particular extensions. System Adjuncts The system adjuncts described in this section connect directly to the control unit and serve the whole system.
Page 110: Dial Dictation
Adjuncts The printer should be a 1200-bpi serial printer set at no parity and one stop bit. For more information, contact your AT&T representative. Also, a Call Accounting Terminal application is available for tracking and printing reports on telephone charges. See “Applications” in Chapter 4. System Programming and Maintenance PC You can use a PC with MS-DOS version 3.3 (or higher) and System Programming and Maintenance (SPM) software to program and maintain the...
Page 111: Delay Announcements
Adjuncts A fax machine originates and receives fax calls independently of any associated telephone. You can dial calls from the fax machine’s dialpad or from an associated single-line telephone. If the system does not have DID trunks, you should program fax extensions to personal lines.
Page 112: Manual Operation (Analog Multiline Telephones Only)
Adjuncts Headsets Headsets allow for hands-free telephone use and consist of several components, depending upon whether manual or one-touch operation is used. Any AT&T headpiece works in either of these two modes of operation. For more information about installing and using headsets, see the user or operator guide for the telephone where the headset will be connected.
Page 113: Message-Waiting Indicator
Adjuncts Amplified Speech Handset. Amplifies the voice of the other party; provides 0 dB to 10 dB (nominal) voice gain. Push-to-Talk Handset. Activates the mouthpiece only when you push the button on the handset. Message-Waiting Indicator You can connect the Z34A message-waiting indicator to single-line telephones that do not have Message lights.
Page 114: Expressroute 1000 Isdn Terminal Adapter
Adjuncts You can set up a terminal adapter to handle a variety of data terminal equipment (DTE), including group videoconferencing systems and Group IV (G4) fax machines. The ExpressRoute 1000 terminal adapter has dialing capabilities. It does not allow the use of two B-channels for 112 or 128 kbps data transfer (2B data).
Page 115: Adjunct Summary
Adjuncts Table 3–5. Adjunct Summary Equipment Type Line/Extension/Adapter Type Alerts (AC): Can be connected to: Any audible or visual alert that operates on 20–30 Hz 008 OPT, 016 (Release 4.0 and later), or ringing signals; associated with a specific extension 012 T/R extension jack (supplemental alert).
Page 116 Adjuncts Table 3–5, Continued Equipment Type Line/Extension/Adapter Type Fax: Can be connected to: Must have touch-tone dialing if connected by MFM; 008 OPT, 016 (Release 4.0 and later), or rotary or touch-tone dialing can be used on T/R port. 012 T/R extension jack Industry-standard analog interface.
Page 117: Power-Related Hardware
Power-Related Hardware Power-Related Hardware Your AT&T representative can plan for added power-related hardware to provide your system with additional power and protection from power surges, although most systems do not need extra surge protection. Other accessories apply to system-specific conditions. Power Accessories In a power failure, battery backup units can keep the system running for several hours.
Page 118: Telephone Power Units
Power-Related Hardware Battery Backup Power An Uninterruptible Power Supply (UPS) unit can provide battery backup for power to the system. Basic UPS provides power for 15 minutes; however, you can add reserve UPS units to basic UPS. Each reserve unit extends backup power for an additional hour.
Page 119: Off-Premises Range Extender
Power-Related Hardware Off-Premises Range Extender An Off-Premises Range Extender (OPRE) is used for off-premises extensions up to 5.2 miles from the control unit. 146A and 147A Surge Protectors If you live in an area prone to heavy lightning and/or power surges, the control unit may require surge protectors.
Page 120: Power Failure Did Busy-Out
Power-Related Hardware Power Failure DID Busy-Out Your AT&T technician may program the PFT jack on a ground-start or module to automatically short the busy-out wire pair associated with a group of DID trunks when a power failure occurs. This signals the local telephone company that the DID trunks are out of service.
Page 121: Features And Applications
Features and Applications Contents Features 4–1 Feature Finders 4–2 Basic Calling and Answering 4–4 Covering Calls and Having Calls Covered 4–10 Calling Privileges and Restrictions 4–13 Customizing Phones 4–15 Messaging 4–17 Timekeeping 4–20 System Manager’s Functions and Features 4–20 Special Operator and Supervisor Features 4–25 Feature Descriptions 4–28...
Page 122 Contents Features continued Group Features 4–45 Calling Groups 4–45 Other Groups 4–46 Data Communications 4–46 Remote Access 4–47 Account Codes 4–48 Automatic Route Selection (ARS) 4–48 System Management Features 4–49 Applications 4–50 Summary of Applications 4–51 Voice Messaging Systems 4–54 4–ii Features and Applications...
Page 123: Features And Applications
Features and Applications This chapter offers descriptions of system features and applications that are available to help enhance your system. System features make it possible to customize the system to overall business needs, to the requirements of groups within your organization, and to the day-to-day job functions of individuals. Applications provide special functions for specific business needs and work hand in hand with system features.
Page 124 Features Operator Features. Used by system operators exclusively or primarily for rapid call handling and for monitoring extensions. Operator features are planned by the system manager. General Systemwide Features. Features and settings that apply to all or most users, for example, One-Touch Hold. These features are set at installation but may need to be changed by you later on.
Page 125 Features NOTE: Any feature that can be programmed using extension programming can also be programmed by centralized telephone programming. However, some features can only be programmed using centralized telephone programming; these are the features with the CNT label. The following list summarizes the Feature Finders: Basic Calling and Answering —...
Page 126 Features Basic Calling and Answering This Feature Finder (Table 4–1) covers features that users and Direct-Line Console (DLC) operators may need for basic calling and answering. Operator- only features are listed in the Operator Feature Finder. Note, however, that many of the features here are used by operators, especially DLC operators, as well as regular telephone users.
Page 127: Feature Finder: Basic Calling And Answering
Table 4–1. Feature Finder: Basic Calling and Answering Basic Calling and Answering Type PROG Considerations Feature Name Answering calls See the phone number of an outside caller General MLX display only; Caller ID before answering. company needs 800 Automatic Number Identification GS/LS-ID module and (ANI) caller identification...
Page 128 Basic Calling and Answering Type PROG Considerations Feature Name Answering calls (continued) Answer with no hands, using a Hand-Free Unit. User For analog multiline Auto Answer Intercom phones without speakers Answer calls using a headset. User MLX or analog multiline Headset Hang Up (CNT, MLX) Headset Status (CNT, MLX) Headset Auto Answer (EXT, MLX)
Page 129 Basic Calling and Answering Type PROG Considerations Feature Name Dialing and calling (continued) For billing to a project or client, use an account User Account Code Entry/Forced Account code before or during a call. Code Entry Enter a 3-digit code to call a number that people General System Speed Dial in your company call often.
Page 130 Basic Calling and Answering Type PROG Considerations Feature Name Dialing and calling (continued) Call a co-worker’s voice mailbox, if available, User Direct Voice Mail after a busy signal or without calling extension. Make a call from someone else’s extension User Authorization Codes using your own calling privileges.
Page 131 Basic Calling and Answering Type PROG Considerations Feature Name Putting a call on hold (continued) Put a call on hold so that anyone can pick it up General Different on QCC. In Hold after you page them. User Release 4.0 and later, Park system manager can disable Park on single-...
Page 132 Features Covering Calls and Having Calls Covered The Feature Finder in Table 4–2 covers features that users and Direct-Line Console (DLC) operators may need when they are covering calls for others or have their calls handled by others. When there is no voice mail system, operators cover calls more than anyone else, and many of these features apply to them.
Page 133: Feature Finder: Covering Calls And Having Calls Covered
Table 4–2. Feature Finder: Covering Calls and Having Calls Covered Covering Calls and Having Calls Covered Type PROG Considerations Feature Name Covering others’ calls In a calling group, cover calls for another group. Group Not for QCC Group Calling Group Coverage In a calling group, answer calls ringing for Group Not for QCC...
Page 134 Covering Calls and Having Calls Covered Type PROG Considerations Feature Name Controlling coverage by others Have your calls covered only occasionally. User Forward and Follow Me Coverage On/Off Have your calls covered by a voice mail system. General Coverage VMS Have all your calls covered by a co-worker.
Page 135: Calling Privileges And Restrictions
Features Calling Privileges and Restrictions Calling privileges and restrictions are planned and programmed centrally for the extensions in your company, as well as for remote access users. When you add a new extension or make other changes in your system, you may need to add or change calling restrictions.
Page 136: Feature Finder: Calling Privileges And Restrictions
Table 4–3. Feature Finder: Calling Privileges and Restrictions Calling Privileges and Restrictions Type PROG Considerations Feature Name Preventing people from making calls Prevent calls from coming to your extension User Not for operators Do Not Disturb Prevent an extension from making outside calls. Sys Mgr Toll or Outward Restrictions Prevent an extension from making toll calls.
Page 137: Customizing Phones
Features Customizing Phones The Feature Finder in Table 4–4 describes features that people in your company can use to make their telephones work better for them. A person with an MLX telephone can choose from eight types of rings to distinguish their own phone’s ringing from those around them.
Page 138: Feature Finder: Customizing Phones
Table 4–4. Feature Finder: Customizing Phones Customizing phones Type PROG Considerations Feature Name Give your phone its own distinctive ring. User Personalized Ringing Change the way your phone rings when you are User Abbreviated Ring already on a call. Delay or remove the ring from an outside, SA, or User CNT for single-line Ringing Options...
Page 139 Features Messaging The system includes a number of messaging features (see Table 4–5) that allow people at your company to let others know when they’ve called and even leave special messages for co-workers at display telephones. To leave a message for people who have display telephones, use Leave Message or Posted Messages.
Page 140: Feature Finder: Messaging
Table 4–5. Feature Finder: Messaging Messaging Type PROG Considerations Feature Name Leaving messages Call and let a co-worker with a display phone User Not for QCC Leave Message know that you have called. Let a co-worker with a display phone know that User Signal/Notify not for Leave Message...
Page 141 Messaging Type PROG Considerations Feature Name Setting up messaging Change the posted messages that users can General Labeling choose from. Change the extension information that appears General Labeling on display telephones that have messages. Set up a voice messaging system to take calls. General Group Calling Set up extensions to receive messages from a...
Page 142: Feature Finder: Timekeeping
Features Timekeeping People at your company can set alarms or reminder calls to let them know when it is time for some event (see Table 4–6). They also can use a timer to keep track of phone conversations or other activities. Table 4–6.
Page 143: Feature Finder: System Manager's Functions And Features
Table 4–7. Feature Finder: System Manager’s Functions and Features System Manager’s Functions and Features Type PROG Considerations Feature Name Group activities Set up a group that shares an extension number Group Group Calling for receiving calls. Set up a group that shares and extension Group Group Calling number to cover calls for others.
Page 144 System Manager’s Functions and Features Type PROG Considerations Feature Name Lines, line buttons, fixed-feature buttons (continued) Copy line assignments, buttons, and features User See System Extension Copy from one extension to another. Programming. Line Copy Assign lines that can be answered without User Hybrid/PBX only Personal Lines...
Page 145 System Manager’s Functions and Features Type PROG Considerations Feature Name Maintenance (continued) Fix problems with the switchhook, Recall, or General Recall/Timed Flash Flash button. Numbering lines and extensions (See also SYS items in “Basic Calling and Answering”) Change the overall system numbering plan; for General System Renumbering example, change to 2-, 3-, or a variable number...
Page 146 System Manager’s Functions and Features Type PROG Considerations Feature Name Operators (continued) Find out about the Alarm button on operator Operator Alarm consoles or set up a special light or bell to signal a system problem. Reports Get a report on incoming and outgoing calls, Sys Mgr Station Message Detail Recording including account codes and/or authorization...
Page 147 Features Special Operator and Supervisor Features The Feature Finder in Table 4–8 lists features that are only available to operators. Many of the features listed in other categories are also used by operators, but are not exclusively designed for them. In the PROG column, the notation AUTO means that Queued Call Console (QCC) operator telephones are automatically programmed with a button for the feature.
Page 148: Feature Finder: Special Operator And Supervisor Features
Table 4–8. Feature Finder: Special Operator and Supervisor Features Special Operator and Supervisor Features Type PROG Considerations Feature Name Set others’ phones to ring at a certain time as a Operator DLC operators only Reminder Service reminder. Turn an extension’s Message light on or off to Operator Send/Remove Message indicate that you have a message for the party.
Page 149 Special Operator and Supervisor Features Type PROG Considerations Feature Name Find out about the Alarm button that signals a Operator Alarm system problem. AUTO Activate/deactivate Night Service for a Night Operator Night Service Service group outside normal business hours. AUTO Set up the way calls are distributed to calling Operator Group Calling...
Page 150: Feature Descriptions
Features Feature Descriptions This section provides more detail about certain groups of related features, so that you can gain additional insight when it is necessary to match features with changing business needs. Here, the focus is on the differences among your choices, and not all system features are described.
Page 151: Sharing Lines
Features Sharing Lines The simplest way to cover someone else’s calls is to share a line with him or her. This method is most appropriate in Hybrid/PBX and Behind Switch systems. Listed below are the types of lines that can be shared: Prime Lines (Behind Switch Only).
Page 152 Features Forward and Follow Me Forward, Follow Me, and Remote Call Forward allow a user to temporarily send calls to another inside extension or to an outside number (Remote Call Forward, for example, to someone’s “home office”). If the user turns the feature on or off at his or her own phone, it’s called Forward ;...
Page 153 Features Coverage One of the system’s unique capabilities is the variety of automatic coverage possibilities. The features we describe as coverage allow a call ringing at one extension (a sender ) to also ring at another extension (a receiver ). Here are the types of senders we refer to: An individual at an extension (Individual Coverage) A group called a coverage group (Group Coverage)
Page 154: Selective Coverage Features
Features Table 4–9. Selective Coverage Features Selective Coverage Feature Description Comments Coverage Off Turns off only Individual User must have a programmed Coverage; if sender is in a Coverage Off button. coverage group, group coverage remains in effect. Coverage Inside Prevents/allows coverage of User must dial the feature code or inside calls.
Page 155 Features There are several different configurations that can be set up, depending on the number of users who require this kind of coverage and their needs. For example, if calls must go to an operator and not directly to voice mail, you can use one of the following configurations: If fewer than eight users need this kind of coverage, use delayed Primary Coverage or Secondary Coverage to the operator, who can then send the...
Page 156 Features Table 4–10. Features for Covering Calls Feature Covered by Description Example Follow Me Any individual A person forwards his/her calls, A supervisor is helping someone at turning the feature on at the another desk and remembers that destination phone. he or she wants to receive calls there.
Page 157 Features Table 4–10, Continued Feature Covered by Description Example Pickup A pickup group Allows someone to answer calls A bookkeeping department works ringing at another extension or closely together and their calls can any individual on a line not assigned to his or usually be handled by anyone in her telephone.
Page 158 Features Night Service Exclusion List and/or Emergency List. Allow some calls when Night Service with the Outward Restriction option is used. Pool Dial-Out Code Restriction (Hybrid/PBX Only). Restrict specific pools. This can be used to reserve certain pools for specific purposes, for example, for data communications.
Page 159 Features When you change your system, be aware of the following special considerations that apply to toll calling: The Remote Access feature allows employees to dial into the system by dialing the number of a trunk designated for remote access. After a remote access caller reaches the system, you should make sure that he or she must dial a password (called a barrier code ).
Page 160: Outward And Toll Restrictions
Features Outward and Toll Restrictions Apply to: Lines/trunks, especially those used for remote access or for outcalling by a voice messaging system (see “Voice Messaging Systems,” later in this chapter), excluding tie and emulated tie trunks programmed as Tie-PBX for Hybrid/PBX mode extensions. Use with: Allowed Lists to permit restricted users to make some calls.
Page 161: Night Service With Outward Restriction
Features Beginning with Release 3.1, star codes can be included in Allowed and Disallowed Lists (in Releases 3.0 and earlier, the system treats star codes no differently from other dialed digits, and you cannot include a star code in an Allowed/Disallowed List;...
Page 162: Facility Restriction Levels
Features Pool Dial-Out Code Restriction Apply to: Extensions and remote access barrier codes, in Hybrid/PBX mode only Use with: Any other restrictions This restriction prevents an extension from dialing specific pool dial-out codes. This restricts outgoing calls from specific pools and can be used to reserve pools for specific purposes, for example, data communications.
Page 163: Facility Restriction Levels
Features Routes. The default FRL is 2 for default local routes, so system managers can easily change an extension default of 3 to 2 or lower in order to restrict calling. No adjustment to the route FRL is required. Voice Messaging Ports. The default FRL is 0, restricting all outcalling. Barrier Codes.
Page 164: Authorization Codes
Features Authorization Codes Authorization codes are passwords that allow users to apply the calling restrictions of their own extensions when they want to make a call using a more restricted extension. Using system programming, you can assign one authorization code of 2 to 11 characters for each extension.
Page 165 Features Security Most security issues were covered in the section above, “Calling Restrictions,” which describes the various ways you can help guard against toll fraud. There are four additional features you can use to enhance security and make phone use easier for people in your company: Barrier Codes.
Page 166: Dialing Features
Features Toll fraud is a growing criminal industry, and there are individuals who have made a science of defrauding businesses of millions of dollars. You should strongly caution users against the following practices that can compromise the security of the system: Writing down barrier codes or passwords and keeping them in a wallet or purse Making remote access calls or other password-protected calls from...
Page 167: Group Features
Features Speed dial codes are helpful to people who have nondisplay telephones, single-line telephones, and telephones with few line buttons. They are also useful for entering account codes at MLX display telephones, where the user can choose the Account Code feature from the display, or at telephones with a programmed button for the Account Code feature.
Page 168: Other Groups
Features Calling groups can be used to designate extensions used by voice messaging systems or fax machines, so that these devices can receive calls directed to a single extension number. Other Groups Other groups are assigned to enhance the use of specific system features: Pickup groups can be assigned when people need to answer one another’s calls (see “Pickup,”...
Page 169: Remote Access
Features Depending upon the equipment you are using, there are many interactions between data stations and system features. Not all features are available at all data stations. These features should be disabled at most data stations: Voice Announce to Busy Call Waiting Automatic Callback Automatic Callback can be used at data stations that include a desktop...
Page 170: Account Codes
Features Take these additional measures to enhance system security: Change remote access barrier codes frequently. This helps prevent toll fraud when someone has revealed their barrier codes to others. Delete unused barrier codes immediately. Always use the longest possible barrier codes. System Programming includes instructions for adding, deleting, and changing barrier codes.
Page 171: System Management Features
Features ARS is complex to program but well worth the effort. If your system was installed with ARS, consult the following system planning form(s) for information about how calls are routed for this feature: Form 3e, Automatic Route Selection worksheet; Form 3f, Automatic Route Selection Tables; and Form 3g, Automatic Route Selection Default and Special Numbers Tables.
Page 172: Applications
Applications Applications The system allows you to take advantage of various types of call handling and system management add-on software and/or hardware products (applications), including voice mail and messaging; call accounting and reporting; and call management, call distribution, and reporting. In addition, Centrex services are supported by (not supplied by) the system;...
Page 173: Summary Of Applications
Applications This section summarizes applications in general, then presents some specifics regarding voice messaging applications. Summary of Applications Table 4–12 provides a summary of the applications, including a brief description of each, and the modes of operation in which you can use the application.
Page 174 Applications Table 4–12, Continued Application Key H/PBX Description " " " Call Accounting Terminal Dedicated terminal and printer for tracking and (CAT) sorting telephone charges and printing reports. Provides enhancements over SMDR reporting. " " Call Management System Answers calls and distributes them to agent (CMS) extensions in calling groups.
Page 175 Applications Table 4–12, Continued Application Key H/PBX Description IS III UNIX System-based voice processing and call AUDIX Voice Power with analysis software applications. Provides a single " " FAX Attendant System interface to the applications. Integrated " " Administration allows programming of AVP/Fax Integrated Administration "...
Page 176: Voice Messaging Systems
Applications Voice Messaging Systems A voice messaging system (VMS) provides call-answering services and may provide voice mail services. When choosing or planning a VMS, keep the following considerations in mind: Each of the following VMS applications connects to a special tip/ring (T/R) jack, called a voice messaging interface (VMI) .
Page 177 Applications Table 4–13. Voice Messaging Systems AVP/Fax Service or MERLIN AT&T Attendant Application Description MAIL Attendant (IS II) (IS III) " " " " Automated Answers calls with recorded greeting and † ‡ Attendant menu of choices; transfers calls as prompted by callers.* "...
Page 178 Applications Table 4–13, Continued AVP/Fax Service or MERLIN AT&T Attendant Application Description MAIL Attendant (IS II) (IS III) " Alternate Allows a user to record a second greeting in Personal addition to the primary call-answer greeting. Greetings " " Class of Allows you to assign one of 16 predefined service parameters to a user, so that you can...
Page 179 Applications SECURITY ALERT: Your Voice Messaging System permits callers to leave verbal messages for system users or gain access to the backup position in an emergency as well as create and distribute voice messages among system users. The Voice Messaging System, through proper programming, can help you reduce the risk of unauthorized persons gaining access to the network.
Page 180 Applications Assign toll restriction levels to all voice messaging ports. In Release 3.1 and later systems, voice messaging ports are automatically outward-restricted, assigned an FRL of 0 (Hybrid/PBX mode only), and assigned a Disallowed List that restricts calls to many numbers often dialed by toll-fraud abusers.
Page 181 Putting the System to Work Contents Scenario 1: A Small Office 5–2 Staff Needs 5–2 System Description 5–5 Scenario 2: A Professional Office 5–7 Staff Needs 5–9 Executive Staff 5–9 Secretarial Staff 5–10 Administrative/Support Staff 5–11 Other Needs 5–12 System Description 5–12 Equipment 5–14...
Page 182 Contents Optimizing Your System 5–30 Desktop Videoconferencing 5–31 Group Videoconferencing 5–31 CONVERSANT 5–32 PassageWay Direct Connect Solution 5–32 Caller ID 5–33 5–ii Putting the System to Work...
Page 183: Putting The System To Work
Putting the System to Work This chapter provides a variety of sample business scenarios to help you understand both your existing system and other configurations you may want to consider in the future. The following examples are discussed: Scenario 1: A Small Office (Key Mode). A private medical practice. Scenario 2: A Large Professional Office (Hybrid/PBX Mode).
Page 184: Medical Office Needs
Scenario 1: A Small Office Scenario 1: A Small Office This scenario describes a private medical practice. The staff includes one physician, a nurse, an office manager, a billing clerk, the operator/receptionist, and an appointments/payments clerk. All incoming calls come through the operator/receptionist, who transfers them to the appropriate person.
Page 185: Putting The System To Work
Scenario 1: A Small Office Table 5–1, Continued Staff Member/Extension Needs Office Manager Ability to generate reports on system use (System Manager) As system manager, needs programming privileges and a programming console PC with modem Fax machine Billing Clerk Quick dialing of insurance company numbers Operator/Receptionist Console with four incoming lines;...
Page 186: Medical Office Floor Plan
Scenario 1: A Small Office FUTURE EXPANSION – EMERGENCY ROOM EXAM EXAM ROOM ROOM SUPPLIES DOCTOR’S SUITE PHYSICAL EXAM DOCTOR’S THERAPY ROOM OFFICE STAFF LOUNGE MEETING OFFICE ROOM MANAGER APPTS. & PAYMENT CLERK RECEPT. BILLING WAITING CLERK ROOM Figure 5–1. Medical Office Floor Plan 5–4 Putting the System to Work...
Page 187: System Description
Scenario 1: A Small Office System Description The system is set up for Key mode operation and uses the following equipment and features to answer the needs of the staff: Incoming Lines. Four lines associated with the office’s Listed Directory Number, plus a personal line for the physician and a dedicated line for the office manager’s fax machine.
Page 188 Scenario 1: A Small Office — For physician: Coverage after 3 rings by appointments/payments clerk; this feature is intended to handle personal line calls. (On all other lines, the operator speaks to the caller and then transfers the call to the doctor only at certain times of the day; otherwise, the operator takes messages.) —...
Page 189: Scenario 2: A Professional Office
Scenario 2: A Professional Office Scenario 2: A Professional Office This scenario describes a law firm. The communications needs of the company fall into these categories: Executive Staff. Five partners and four associate partners. Secretarial Staff. Five executive secretaries, a general secretary, two associates’...
Page 190: Law Firm Floor Plan
Scenario 2: A Professional Office Conference Meeting Bookkeeping Staff Records/Filing Room Room and Accounting Lounge Managing Junior Junior Associate Partner Partner Partner Main Conference Room Paralegals Equipment Reception Area Senior Junior Library Word Partner Partner Supplies Processing Pool Main Entrance Figure 5–2.
Page 191: Executive Staff Needs
Scenario 2: A Professional Office Staff Needs This section describes the needs of the office staff, including the executive staff, secretarial staff, and the administrative/support staff, as well as other miscellaneous needs. Executive Staff Table 5–2 describes the needs of the executive staff. Table 5–2.
Page 192: Secretarial Staff Needs
Scenario 2: A Professional Office Secretarial Staff Table 5–3 describes the needs of the secretarial staff. Table 5–3. Secretarial Staff Needs Staff Member Needs Partners’ Executive Answer all of their bosses’ calls. Calls come directly Secretaries and through the operator. If an executive secretary is not available, one of the other executive secretaries answers that partner’s call.
Page 193: Administrative/Support Staff Needs
Scenario 2: A Professional Office Administrative/Support Staff Table 5–4 describes the needs of the administrative/support staff. Table 5–4. Administrative/Support Staff Needs Staff Member Needs Paralegals If a paralegal is not available, another in the group picks up the call. If none are available, calls must be recorded in the paralegal’s voice mailbox with password access to messages.
Page 194: Other Needs
Scenario 2: A Professional Office Other Needs Table 5–5 describes some of the miscellaneous needs of the office. Table 5–5. Other Needs Extension Needs All staff members After hours, staff members must be able to hear phones ring and be able to answer. They need to be able to transfer after-hours calls to voice mail.
Page 195 Scenario 2: A Professional Office Equipment. MLX telephones for each staff member, excluding four part- time or temporary workstations in bookkeeping and word processing areas (these use single-line telephones), modems, ExpressRoute 1000 ISDN Terminal Adapters for videoconferencing and high-speed data communications, Group IV (G4) and analog fax machines, a recording machine for depositions, headset for operator/receptionist, Integrated Solutions applications package for office/system manager, PictureTel...
Page 196: Equipment
Scenario 2: A Professional Office Other System Features and Applications. Direct Voice Mail feature, password-protected voice and fax mail services (AUDIX Voice Power and Fax Attendant, Integrated Solutions); Integrated Administration; Remote Access (with barrier codes) for partners to access the system from off- site;...
Page 197: Law Firm Equipment
Scenario 2: A Professional Office Station Message Detail Recording (SMDR) and call accounting printers; paralegals also print out on-line researched information at their printer. Figure 5 3 illustrates the equipment. Conference Meeting Bookkeeping Staff Records/Filing Room Room and Accounting (4) Lounge Managing Junior...
Page 198: Law Firm Call Coverage
Scenario 2: A Professional Office Call Coverage Table 5–6 describes the staff members’ call coverage needs and the system features used to handle those needs. Table 5–6. Law Firm Call Coverage Staff Member Needs System Feature/Application Partners Never answer phone calls; all calls System Access (SA) button(s) answered by their executive secretaries.
Page 199 Scenario 2: A Professional Office Table 5–6, Continued Staff Member Needs Feature/Application Paralegals If a paralegal is not available, another Delayed Call Forwarding paralegal takes the call. (Release 4.0 and later systems only) and Direct Voice Mail. Calls ring twice at a paralegal’s phone.
Page 200 Scenario 2: A Professional Office Table 5–6, Continued Staff Member Needs Feature/Application Bookkeeping If a bookkeeper is not available, another Pickup (Group). Supervisor Department picks up call. has Personalized Ringing Members pattern. If none are available, messages are Coverage to voice messaging recorded.
Page 201: Law Firm Call Coverage
Scenario 2: A Professional Office Conference Meeting Bookkeeping Staff Records/Filing Room Room and Accounting Lounge Managing Junior Junior Associate Partner Partner Partner Main Conference Room Paralegals Equipment Reception Area Word Senior Junior Library Processing Partner Partner Supplies Pool Main Entrance Figure 5–4.
Page 202: Calling Restrictions
Scenario 2: A Professional Office Calling Restrictions The following system features and applications handle calling restrictions requirements (see Table 5–7): Automatic Route Selection (ARS) with appropriate Facility Restriction Levels (FRLs) for each extension, and time-of-day routing (day or night) using ARS subpatterns Disallowed List for 900 numbers for all staff and phones Authorization codes for partners only Pool dial-out code restrictions to reserve certain lines for paralegal...
Page 203: Scenario 3: A Dual-Location Company
Scenario 3: A Dual-Location Company SECURITY ALERT: The MERLIN LEGEND Communications System ships with ARS activated with all extensions set to Facility Restriction Level 3, allowing all international calling. To prevent toll fraud, ARS Facility Restriction Levels (FRLs) should be established using: FRL 0 for restriction to inside calls only FRL 2 for restriction to local calls only FRL 3 for restriction to domestic long distance (excluding area...
Page 204: Dual-Location Company Floor Plans
Scenario 3: A Dual-Location Company Headquarters (East Coast) Chief VP Sales/ VP Product Chief Operating Financial Marketing Design Officer President Officer Equipment MIS/ Supplies Personnel Conference System Manager Room with Manager Storage Group Video- Equipment Conferencing Order-Takers (12) and Customer Service (6) Operator/ Accounting...
Page 205: General Needs
Scenario 3: A Dual-Location Company General Needs The company has several broad areas of concern: Connectivity Cost-effective calling Toll fraud and calling restrictions In addition, the company would like to provide these features to all or most telephone users: Easy dialing of frequently called numbers Covering of calls Answering of calls after hours Connectivity...
Page 206: Work Group Needs
Scenario 3: A Dual-Location Company To simplify cost accounting and make outcalling more cost-effective, field representatives access the west coast system remotely, then use the system to dial out to customers or make tie-trunk calls to headquarters. Toll Fraud and Calling Restrictions The company must keep tight control of telecommunications costs and prevent toll fraud by hackers attempting to access their system remotely and then dial out from it.
Page 207 Scenario 3: A Dual-Location Company Table 5–8, Continued President and vice- Ability to meet frequently, face to face, without incurring travel costs presidents, West Coast Division Manager, Plant Manager, Personnel Manager Executive Ability to receive bosses’ calls directly, without those calls going Secretaries through an operator/receptionist.
Page 208: Individual Needs
Scenario 3: A Dual-Location Company Individual Needs Table 5 9 describes the individual needs of certain staff members. Table 5–9. Individual Needs Staff Member(s) Needs Executive Managers Ability to make unrestricted calls from any extension Screening and coverage of all calls, by secretary during normal hours and by voice mail after hours.
Page 209: General
Scenario 3: A Dual-Location Company General The company uses the following general equipment to and applications to provide basic functionality for the business: Lines/Trunks. Both systems use Digital Signal 1 (DS1) T1 service facilities, connected to the system by 100D modules (two at each location).
Page 210: Work Groups
Scenario 3: A Dual-Location Company Other system equipment includes Uninterruptible Power Supplies (UPSs) to supply backup power in the event of a commercial power failure. People in both locations use these features: Covering Calls. Calls are covered using SSA buttons, call coverage features (Cover buttons), Call Forwarding, and Group Pickup.
Page 211 Scenario 3: A Dual-Location Company Agent Groups. The CONVERSANT application is used for automated ordering, allowing customers to order using their touch-tone phones; if callers choose, they can talk to an agent by pressing . The system has two Call Management Systems (CMSs) to answer customer order calls or customer service calls and distribute them to agents.
Page 212: Individuals
Optimizing Your System Individuals The following equipment, features, and applications meet the needs of individuals at the company: Executives. Executives use the Do Not Disturb feature to prevent calls from ringing for meetings and conferences. They also use the Authorization Code feature for calling from any extension using their own calling privileges.
Page 213: Desktop Videoconferencing
Optimizing Your System For more information about any of these products and features, see the Feature Reference or contact your AT&T representative. Desktop Videoconferencing A desktop videoconferencing application is designed for individual video calls, data transfer, and screen-sharing between two compatible personal computers that are running compatible software.
Page 214: Conversant
Optimizing Your System CONVERSANT This voice-response system enables you to run Integrated Voice Response (IVR) applications. It consists of hardware and software that supports, for example, automated interactive order-taking. Because it can interface with a computer, it can facilitate quick and easy transaction processing, data retrieval, and data entry using a touch-tone telephone.
Page 215: Caller Id
Optimizing Your System AT&TBuzz. An application that enables you to manage incoming calls on loop-start telephone lines connected to 800 LS-ID modules and view the Caller ID calling party number (when available) so you can quickly access customer records on your PC. Caller ID Caller ID enables you to screen incoming calls so that you can identify the calling party’s number before you answer the call.
Page 216 Optimizing Your System 5–34 Putting the System to Work...
Page 217: Managing The System
Managing the System Contents Using the Task Descriptions 6–1 Using the Programming Procedures 6–3 Using Detailed Procedures 6–3 Using Summary Programming Procedures 6–4 Introduction to System Programming 6–5 Types of Programming 6–5 Programming Screens 6–5 Information Screens 6–6 Menu Selection Screens 6–6 Data Entry Screens 6–7...
Page 218 Contents Programming from a PC with SPM 6–18 Types of PC Connections 6–18 Access to System Programming 6–19 With a Direct Local Connection 6–19 With a Local or Remote Modem Connection 6–20 Modem Connections 6–20 Centralized Telephone Programming 6–22 Starting Centralized Telephone Programming 6–23 Guidelines for Programming Extensions 6–24...
Page 219 Contents Changing Extension Directory Labels 6–70 Changing Trunk Labels 6–72 Changing Posted Message Labels 6–73 Changing Calling Group Labels 6–74 Changing System Directory Labels 6–75 6–iii Managing the System...
Page 220: Managing The System
Managing the System This chapter will help you complete the most common system management tasks. It includes some background on the types of programming and how to access them, and then provides task descriptions and procedures. CAUTION: Do not attempt to change either the system numbering plan or the system operating mode.
Page 221 Using the Task Descriptions Programming instructions that contain summary programming procedures for programming from the console and from a PC with SPM The task descriptions fall loosely into the following categories: System tasks (setting system date and time; backing up the system) Extensions (adding, moving, or removing an extension;...
Page 222: Using The Programming Procedures
Using the Programming Procedures Using the Programming Procedures This section provides an overview of how to read the procedures and summary procedures in this chapter. For more detailed information, see Chapter 1, “Programming Basics,” in System Programming . All programming procedures begin from the System Programming menu. For information about how to access this menu from the console or from a PC with System Programming and Maintenance (SPM), or how to use centralized telephone programming, see the appropriate sections that follow this chapter.
Page 223: Typefaces Used In Summary Programming Procedures
Using the Programming Procedures Additional Information. This column may contain a note, a value entered in a previous step, branching instructions, general information, or specific instructions. Variable screen information appears as s or s in the screen and is defined in this column (see sample Steps 4 and 5). PC.
Page 224: Introduction To System Programming
Introduction to System Programming Introduction to System Programming The system offers menu-driven software for performing the tasks described in this chapter. This section provides an overview of the types of programming, the programming screens, and the appropriate idle state that the system must be in to perform certain tasks.
Page 225: Information Screen
Introduction to System Programming Data Entry Screens. To enter values or to identify a specific extension or line/trunk you want to program. This section describes each screen type and the System Programming menu; it also provides information about saving entries and moving among screens. Information Screens Information screens display what is currently programmed on your system.
Page 226: Data Entry Screen
Introduction to System Programming Data Entry Screens A data entry screen prompts you to enter specific data or to make specific choices. If data is currently programmed for the feature, it appears on the screen. Many screens also show data entered on a previous screen, such as an extension or trunk number.
Page 227: System Programming Menu Options
Introduction to System Programming Figure 6–4. System Programming Menu Screens Table 6–2. System Programming Menu Options Option Description Set system operating conditions. Select the system numbering plan and/or reassign extension numbers with 1- to 4-digit numbers. Assign or remove operator positions and program operator features (such as Operator Hold Timer or QCC options).
Page 228: Screen Keys
Introduction to System Programming Saving Entries and Moving Among Screens At the bottom of each screen, one or more screen keys with functions allow you to change or save your entry or return to a previous screen. Various combinations of these keys appear on each programming screen. Figure 6–5 shows the QCC Priority screen with a typical display of screen keys.
Page 229: Station Busy Screen
Introduction to System Programming Table 6–3, Continued Display/Key Function Return to the previous screen. Select (5 on the PC) when you complete a procedure, to move up one screen in the menu hierarchy. (Appendix B in System Programming provides a reference to the entire system programming menu hierarchy.) Exit a screen without changes.
Page 230 Introduction to System Programming Table 6–4 explains the various idle states, including a description of each state and the procedures that can be performed only during that idle state. IMPORTANT: 1. This table includes all the procedures that fall into each idle-state category. Some of these procedures should only be performed by an AT&T technician as noted.
Page 231: Forced Idle Reminder Tones
Programming from the Console Table 6–4, Continued Idle State Description Procedures Line or Trunk The line or trunk is idle only at Identify loudspeaker paging extension jack. the instant of programming . Idle Assign trunks to pools. Specify incoming or outgoing DID or tie trunk type (AT&T only).
Page 232: Mlx-20L Telephone With Direct Station Selector (Dss)
Programming from the Console NOTE: This jack is also factory set as an operator position. You can change the system programming jack to any one of the first five jacks on the first MLX module. This allows you to program without interfering with the operator’s call handling. However, if you change the programming jack to other than the first or fifth jack on a 008 MLX or 408 GS/LS-MLX module, then you cannot attach a Direct Station Selector (DSS) to the console.
Page 233 Programming from the Console More Home MENU MODE: Select Feature Press HOME to Exit Menu Inspct Directory Messages Posted Msg Sys Program Alarm Clock Maintenance Timer Ext Program Figure 6–8. Display Buttons and Main Menu There are two types of console buttons: Fixed Display Buttons.
Page 234: Console Overlay
Programming from the Console Console Overlay The programmable line buttons are on the main part of the console. There are actually 20 line buttons on the console, but you can use the console overlay to program up to 34 lines. Some of the unlabeled line buttons on the lower part of the console may also be used for programming features.
Page 235: Console And Dss Lights
Programming from the Console Console and DSS Lights The red and green lights (sometimes called LEDs ) next to each of the 20 line buttons show the status of the line features. The lights on the DSS show the status of features programmed on extensions. Console Lights The green and red lights next to each button on the console are on, off, or flashing depending on whether the line is programmed with a feature.
Page 236: Exiting System Programming
Programming from the Console Console/Display Instructions Additional Information Display the Menu Mode (main menu) screen. Press the Menu button. Select System Programming. If the programming console is a QCC, does not appear on this screen. Display the System Programming menu. On the System Set-up screen, system information appears in place of the s.
Page 237: Exiting System Programming
Programming from a PC with SPM Table 6–5. Exiting System Programming To return to . . . On the console press: On the PC press: Previous menu (or, in some cases go to the next item to program) Main menu Menu Normal call Home...
Page 238: Access To System Programming
Programming from a PC with SPM Remote Modem Connection (DOS-Based SPM Only). For a remote modem connection, you must use a modem (either connected to or built into the PC) to access the internal modem in the control unit. You must also use a modem to dial into the system using remote access.
Page 239: With A Local Or Remote Modem Connection
Programming from a PC with SPM Console/Display Instructions Additional Information Press any key to display the SPM Main Menu shown below. If the SPM Main Menu does not appear or if the information about the screen is garbled, press any key again. If the COMM PORT (communications port) screen appears instead of the SPM Main Menu, the SPM software has not been initialized.
Page 240 Programming from a PC with SPM If the PC is in the same location as the control unit, type If the PC is in a remote location and your system has activated the Remote Access feature, type the following and press R: , the remote access telephone number, and R.
Page 241: Centralized Telephone Programming
Centralized Telephone Programming Console/Display Instructions Additional Information Type the remote access password to display the SPM Main Menu shown in Step 6. The password does not display when you type it. To reach the System Programming menu, select System Programming by pressing 1 NOTE: The function keys shown on either side of the display are included here for quick...
Page 242: Starting Centralized Telephone Programming
Centralized Telephone Programming To perform centralized telephone programming, you can use the system programming console or a PC with SPM software as described earlier in this chapter. If you are programming several telephones of the same type (that is, all analog or all MLX), you can use the Copy Extension feature (described in “Copying Feature and SA/ICOM Buttons”) to program one extension and then use the programmed extension as a template for programming additional extensions.
Page 243: Guidelines For Programming Extensions
Centralized Telephone Programming Console/Display Instructions Additional Information Select a programming option. Select Go to either “Guidelines for Programming Extensions,” “Copying Feature and SA/ICOM Buttons,” or “Copying Line/Trunk Button Assignments.” The following sections explain the use of menu selections for programming a single extension, and for using the feature and SA/ICOM buttons and/or the line/trunk button assignments of one extension as a template for programming several extensions of the same type.
Page 244 Centralized Telephone Programming If you press a line button that is not active, the screen shown below appears. Press Home to return to the Home screen. You can use the Extension Information ( ) report option on the Print menu (accessed from the System Programming menu) to print all of the programmed features for a specific extension.
Page 245 Centralized Telephone Programming Console/Display Instructions Additional Information Specify the extension you want to program. Dial or type: Extension number: [ nnnn ] Slot and port number: *[ sspp ] Logical ID number: #[ nnn ] Save your entry. Select Select Start. xxxx xxxx = extension entered in Step 2 Select the line button where you want to assign the feature.
Page 246: Copying Feature And Sa/Icom Buttons
Centralized Telephone Programming Console/Display Instructions Additional Information Program the feature(s). **** = current programming of button selected in Step 5 (Line xxx, voice, feature, or blank) Dial or type the programming code: ( 0 ) to *[ nnn ] or select display a list of features you can select from.
Page 247: Features That Can Be Copied: All Telephones
Centralized Telephone Programming Table 6–6. Features That Can Be Copied: All Telephones Analog Analog and MLX Telephones Telephones Feature Telephones Only Only " Account Code Entry " Authorization Code " Auto Answer All " Auto Answer Intercom " Auto Dial Inside Auto Dial Outside* "...
Page 248 Centralized Telephone Programming Table 6–6, Continued Analog Analog and MLX Telephones Telephones Feature Telephones Only Only " Headset Auto Answer " Headset Hang Up " Headset Status " Headset/Handset Mute " Last Number Dial* " Leave Message " Message Light Off "...
Page 249 Centralized Telephone Programming Table 6–7 shows the operator features than can be copied for operator consoles. QCC features cannot be copied. Table 6–7. Features That Can Be Copied: Direct Line Consoles Only Analog Direct-Line Direct-Line Feature Console (DLC) Console (DLC) "...
Page 250: Copying Line/Trunk Button Assignments
Centralized Telephone Programming Console/Display Instructions Additional Information Save your entry. Select Specify the number of the extension to which you want to copy programmed features or SA or ICOM buttons. xxxx xxxx = extension entered in Step 2 nnnn Dial or type [ nnnn ]. Continue to copy line assignments and programmed features from the copy extension shown to another extension or go to Step 7.
Page 251: Using Reports
Using Reports If you are copying assignments from an operator position to a block of extensions that includes both operator and non-operator extensions, the information is copied only to the operator positions; the non-operator positions are not affected. Similarly, if you are copying assignments from a non-operator position to a block of extensions that includes both operator and non-operator extensions, the information is copied only to the non-operator positions;...
Page 252 Using Reports The system programming reports include reports that describe how various aspects of the system are programmed (for example, trunk information, label information, Allowed and Disallowed Lists, and Pickup Groups), and an Error Log that describes any system errors that may occur.
Page 253 Using Reports Remote Access — General Options — Non-Tie Restrictions — Tie Restrictions — Barrier Code Restrictions Operator Information — Position — General Options — DSS Options — QCC Operators — Operator Information Allowed Lists Allowed Lists Assigned to Extensions Disallowed Lists Disallowed Lists Assigned to Extensions Automatic Route Selection...
Page 254: Printing Smdr Reports
Using Reports Printing SMDR Reports SMDR reports consist of SMDR call records that print sequentially on a serial printer connected to the SMDR jack on the control unit. If the printer is off, is out of paper, or has a paper jam, up to 100 SMDR records are stored in the SMDR queue.
Page 255: Setting System Date And/Or Time
Setting System Date and/or Time To print system programming reports, use one of the following procedures: Console Procedure: To print trunk information: More Select trunk type To print extension information: More More Dial extension number To print all other reports: More Select report PC Procedure...
Page 256: Backing Up The System
Backing Up the System If you have installed applications such as Call Management System (CMS) or AUDIX Voice Power, you may need to set the time in the applications software whenever you reset the system time. Valid Entries For date: Month: 01 to 12 Day: 01 to 31 Year: 00 to 99...
Page 257: Adding An Extension
Adding an Extension Planning Guidelines While the backup is in progress, you cannot access any programming functions. If any type of programming is taking place at another extension when you begin the backup procedure, the backup is canceled and the number of the first busy extension appears on the screen.
Page 258 Adding an Extension Planning Guidelines The procedure to add an extension involves several decisions on your part. For example, you must decide which features to assign to the extension. These include calling restrictions, Coverage, calling group, Pickup group, paging group, Night Service, Forced Account Code Entry, and Remote Call Forwarding. You can read about the features in the Feature Reference .
Page 259 Adding an Extension Open the System Programming menu from the console or a PC with SPM. If your system uses the Set Up Space numbering plan (see Form 2a), single-renumber the extension jack following the instructions in “Single Renumbering” in the “System Renumbering” section of System Programming , Chapter 3.
Page 260: Moving An Extension
Moving an Extension Program the features following the instructions for each feature in “Optional Telephone Features,” “Optional Group Features,” and “System Features” in System Programming , Chapter 3, or in Chapter 5, “Centralized Telephone Programming” of System Programming . When you have finished, file the form(s) with the rest of the planning forms.
Page 261: Removing An Extension
Removing an Extension 306 --> 303 7103 (the original 303) --> 306 NOTE: Renumbering changes the extension number, but the programming of the extension stays the same. Therefore, for the new Extensions 303 and 306 in the example above, each still has its original programming, even though it has a new extension number.
Page 262 Removing an Extension If your system uses the Set Up Space numbering plan (see Form 2a), single-renumber the extension jack following the instructions in “Single Renumbering” in the “System Renumbering” section of System Programming , Chapter 3. NOTE: This task requires an idle condition: Extension Forced Idle for this extension jack.
Page 263: Changing Calling Restrictions
Changing Calling Restrictions Programming Instructions See the appropriate procedures in System Programming as noted in the task list above. Changing Calling Restrictions Use this procedure to change individual extensions’ calling restrictions to one of the following: Unrestricted Restricted from making all outgoing calls Restricted from making toll calls NOTE: In Release 3.1 and later systems, checking for calling restrictions is reset after...
Page 264 Changing Calling Restrictions Task List: Changing Calling Restrictions Obtain the following forms, as appropriate: — 6g, Call Restriction Assignments and Lists — 6e, Allowed Lists — 6f, Disallowed Lists — Forms for individual telephones: Forms 4b, 4d, 4e, 4f, 5a, 5b, or 5c If necessary, read “Calling Restrictions”...
Page 265: Changing Trunk-To-Trunk Transfer Status
Changing Trunk-to-Trunk Transfer Status Changing Trunk-to-Trunk Transfer Status Beginning with Release 3.1, the system includes an option to allow or disallow trunk-to-trunk transfer for each extension. Trunk-to-trunk transfer is the transferring of an outside call to another outside number. When trunk-to-trunk transfer is allowed, there is a risk of toll fraud.
Page 266: Adding/Removing A Line
Adding/Removing a Line — Form 5d, Queued Call Console (QCC) — Data Form 1a, Modem Data Station — Data Form 1b, 7500B Data Station If necessary, read “Trunk-to-Trunk Transfers in the Feature Reference for detailed information about this feature. Plan changes and record the new values on the form(s). Open the System Programming menu from the console or a PC with SPM.
Page 267: Adding A Dlc Operator Position
Adding a DLC Operator Position If you are adding a line/trunk, call AT&T 1 800 247-7000 to arrange for an AT&T technician to connect the line to the system and set it up. If you are removing a line, it is not necessary to make any such arrangements. NOTE: A new module must be installed before a line is connected to it.
Page 268: Maximum Number Of Operator Positions
Adding a DLC Operator Position A maximum of eight DLC operator positions can be assigned. Any combination of operator positions can be assigned as long as there are not more than four QCC operator positions (Hybrid\PBX) and no more than a total of eight operator positions (see Table 6 8).
Page 269 Adding a DLC Operator Position Task List: Adding an Operator Position Obtain Form 2a, System Numbering: Extension Jacks, Form 6a, Optional Operator Features, and one of the following, as appropriate: 5a, Direct- Line Console (DLC): Analog; or 5b, Direct-Line Console (DLC): Digital. If necessary, read “Direct-Line Console”...
Page 270 Adding a DLC Operator Position If you are adding a personal line, Loudspeaker Paging, or Pool buttons (Hybrid/PBX only), assign the outside lines/trunks to the buttons on the telephone following the instructions in “Assign Trunks or Pools to Telephones” in the “Telephones” section of System Programming , Chapter 3.
Page 271: Maximum Number Of Operator Positions
Adding a QCC Operator Position Adding a QCC Operator Position Use this procedure to add a QCC operator position (Hybrid/PBX systems only). To add a DLC operator position, see the previous section, “Adding a DLC Operator Position.” Planning Guidelines QCC operator positions can be assigned only to the first and fifth extension jacks of an MLX module.
Page 272 Adding a QCC Operator Position NOTE: Because this procedure requires an idle system, you may want to perform it after hours. Also, when you change an extension to an operator position, the system returns the port (extension jack) type of that extension to the factory setting.
Page 273: Adding Operator Features
Adding Operator Features NOTE: This task requires an idle condition: Extension Forced Idle for this extension jack. Assign the jack, following the instructions for “QCC Operator Positions” in the “System Operator Positions” section of System Programming , Chapter 3, or the summary programming instructions below. NOTE: This task requires an idle condition: System Idle.
Page 274 Adding Operator Features — QCC Operator to Receive Call Types — Call Type Queue Priority Level — Voice Announce to Busy (Release 4.0 and later systems only) — Message Center Operation — Automatic or Manual Extended Call Completion — Return Ring —...
Page 275: Connecting Auxiliary Equipment
Connecting Auxiliary Equipment Task List: Adding Operator Features Obtain Form 6a, Optional Operator Features. If necessary, read “Direct Line Console” or “Queued Call Console” in the Feature Reference for detailed information about the consoles and the optional operator features. Plan changes using the planning guidelines above; record the new values on Form 6a.
Page 276 Connecting Auxiliary Equipment Planning Guidelines For Music On Hold If you use equipment that rebroadcasts music or other copyrighted materials, you may be required to obtain a copyright license from and pay license fees to a third party [such as the American Society of Composers, Artists, and Producers (ASCAP) or Broadcast Music Incorporated (BMI)].
Page 277 Connecting Auxiliary Equipment For Fax Machines A maximum of 16 fax machines can use the Fax Message Waiting feature. Additional fax machines (more than 16) can be installed, but these machines cannot use this feature. NOTE: Fax machines should not be connected to analog multiline telephones with a General-Purpose Adapter (GPA).
Page 278: Changing Calling Group Assignments
Changing Calling Group Assignments Program the change(s), following the appropriate instructions for “Auxiliary Equipment” in System Programming , Chapter 4, or the appropriate summary programming instructions below. NOTE: For Music On Hold and maintenance alarms, System Idle is required; for loudspeaker paging, Line/Trunk Idle is required.
Page 279 Changing Calling Group Assignments Planning Guidelines An extension can belong to only one calling group. A QCC cannot be a member of a calling group. The delay announcement device should not be programmed as a calling group member. A calling group can be a Night Service group member. The total number of extensions can be divided into a maximum of 32 calling groups.
Page 280: Revising Allowed Lists
Revising Allowed Lists Programming Instructions Console Procedure: More Dial calling group ext. no. Dial ext. Type calling group ext. PC Procedure: Type ext. no. Revising Allowed Lists An Allowed List provides some flexibility for extensions with calling restrictions by allowing specified extensions to dial certain numbers (for example, 911), regardless of the extension’s calling restrictions.
Page 281 Revising Allowed Lists Only two- or three-digit star codes are recognized. Two-digit star codes must begin with 1, 4, 5, 6, 7, 8 or 9. Three-digit star codes must begin with a 2 or a 3. The star code or codes must come at the beginning of the string of digits dialed, not at the end or in the middle.
Page 282: Assigning Allowed Lists To Extensions
Assigning Allowed Lists to Extensions Program the change(s), following the instructions for “Allowed Lists” in the “System Features” section of System Programming , Chapter 3, or the summary programming instructions below. When you have finished, file the forms with the rest of the planning forms. Programming Instructions Dial list no.
Page 283: Changing Disallowed Lists
Changing Disallowed Lists When you have finished, file the forms with the rest of the planning forms. Programming Instructions Console Procedure: Dial list no. Dial ext. no. PC Procedure: Type list no. Type ext. Changing Disallowed Lists Use this procedure to establish Disallowed Lists that contain telephone numbers than cannot be dialed from specified telephones (including unrestricted telephones).
Page 284 Changing Disallowed Lists Only two- or three-digit star codes are recognized. Two-digit star codes must begin with 1, 4, 5, 6, 7, 8 or 9. Three-digit star codes must begin with a 2 or a 3. The star code or codes must come at the beginning of the string of digits dialed, not at the end or in the middle.
Page 285: Assigning Disallowed Lists To Extensions
Assigning Disallowed Lists to Extensions Valid Entries 11 digits for each number (+ wildcard Pause character, entered by pressing the Hold button) Asterisk (*) or star or 11 (Release 3.1 and later systems only) a maximum of one leading star code in each entry 10 numbers for each list (numbered 0 through 9) 8 lists for each system (numbered 0 through 7) 8 lists for each telephone...
Page 286 Assigning Disallowed Lists to Extensions Planning Guidelines Each restricted extension can be assigned to more than one list. Valid Entries 0 to 7 NOTE: You can copy restrictions. See “Copy Call Restrictions” in the “Optional Telephone Features” section of Chapter 3, System Programming . Task List: Assigning Disallowed Lists to Extensions Obtain Form 6f, Disallowed Lists and, as appropriate, the form(s) for...
Page 287: Changing Group Coverage Assignments
Changing Group Coverage Assignments Changing Group Coverage Assignments Use this procedure to assign or remove an extension from a coverage group. Planning Guidelines Changing Group Coverage assignments can affect other features, including Account Code Entry, Auto Answer All, Auto Answer Intercom, Automatic Line Selection, Barge-In, Callback, calling restrictions, Call Waiting, Camp-On, Conference, Direct Station Selector, Do Not Disturb, Forward and Follow Me, Group Calling, Hold, Park, personal lines, Pickup, pools, Recall, Reminder...
Page 288: Revising Night Service With Group Assignment
Revising Night Service with Group Assignment Plan changes using the planning guidelines above; record the new values on Form 7c. Open the System Programming menu from the console or a PC with SPM. Program the change(s), following the instructions for “Group Coverage Member Assignments”...
Page 289: Changing Extension Directory Labels
Changing Extension Directory Labels Plan changes using the planning guidelines above; record the new values on Form 9a. Open the System Programming menu from the console or a PC with SPM. Program the change(s), following the instructions for “Night Service Group Assignment”...
Page 290 Changing Extension Directory Labels To program on the system programming console: Use the buttons next to the display and line/feature buttons to specify alphanumeric characters and punctuation for labels. Use the template provided with the MLX-20L telephone to see which line buttons correspond to which alphanumeric characters.
Page 291: Changing Trunk Labels
Changing Trunk Labels Changing Trunk Labels Use this procedure to establish alphanumeric system labels that help display telephone users identify the line or trunk being used. To program on the system programming console: Use the buttons next to the display and line/feature buttons to specify alphanumeric characters and punctuation for labels.
Page 292: Changing Posted Message Labels
Changing Posted Message Labels Programming Instructions Console Procedure: More Dial ext. no. Drop Dial label u 1 2 Type line/trunk no. 0 A PC Procedure: + PType label 6 5 5 Changing Posted Message Labels Use this procedure to add or change existing posted messages that tell callers with display telephones now why the called extension does not answer.
Page 293: Changing Calling Group Labels
Changing Calling Group Labels Program the change(s), following the instructions for “Posted Message” in the “Labeling” section of System Programming , Chapter 3, or the summary programming instructions below. When you have finished, file Form 10a with the rest of the planning forms. Programming Instructions More Dial message...
Page 294: Changing System Directory Labels
Changing System Directory Labels Open the System Programming menu from the console or a PC with SPM. Program the change(s), following the instructions for “ Group Calling” in the “Labeling” section of System Programming , Chapter 3, or the summary programming instructions below. When you have finished, file Form 7d with the rest of the planning forms.
Page 295 Changing System Directory Labels Task List: Changing System Directory Labels Obtain Form 10b, System Speed Dial. If necessary, read “Labeling” in the Feature Reference for detailed information about this feature. Plan changes using the planning guidelines above; record the new values on Form 10b.
Page 296: Learning More
Learning More Contents Guides 7–1 Ordering and Availability 7–2 System Reference Guides 7–2 Common Elements 7–4 Feature Reference 7–4 Contents and Organization 7–5 Entries 7–5 Appendixes 7–6 Special Tools 7–7 Using This Guide 7–7 System Programming 7–7 Contents and Organization 7–8 Appendixes 7–8...
Page 297: Guides
Learning More This chapter provides descriptions of the system manuals, a quick reference to the system reference guides (“System Guides Information Finder”), and a description of training materials available from AT&T. When you don’t know where to look for help on a specific feature or activity, check this chapter first.
Page 298: Ordering And Availability
Guides Ordering and Availability For information about ordering any of the printed materials, see “Related Documents” in “About This Book,” at the beginning of this book. System Reference Guides There are three system reference guides that you may need to consult as part of your system manager function: The Feature Reference contains detailed information about features and summary descriptions of applications.
Page 299: System Reference Guides Overview
Guides Table 7–1. System Reference Guides Overview Title Description Contents Overview Feature Reference Provides detailed No chapters; each feature descriptions, in alpha- description is a separate entry. betical order, of each sys- Special Tools tem feature and some Index to features by name system components.
Page 300: Common Elements
Guides Common Elements All three system reference guides include the following informational and organizational aids, customized for each guide: About This Book. An introduction that includes the purpose and audience of the guide, typographical conventions, how to use the guide, and other relevant information, as well as a Feedback Form to submit your comments on the guide to AT&T.
Page 301: Contents And Organization
Guides Integrated Administration (a programming component of Integrated Solutions software applications) Multi-Function Module (MFM; a telephone adapter that affects and is affected by system features) Personal lines Primary Rate Interface (PRI) and T1 switched 56 service Programming Queued Call Console (QCC) System Renumbering (a programming procedure for changing extension and/or line numbers) Touch-Tone or Rotary Signaling (information about supporting the two...
Page 302: Appendixes
Guides Feature Code(s). Lists the feature code(s) you can use to activate the feature or turn it off. System Programming. If applicable, summarizes the system programming procedure(s) that affect the feature. Maximum(s). If applicable, tells you what maximum numbers apply to the feature.
Page 303: Special Tools
Guides Telephone button diagrams for MLX and analog multiline telephone in all three modes of operation (Appendix G) A description of the special characters used in dialing sequences for numbers dialed automatically, for example, with the Auto Dial feature. Tells you what these characters are and how to insert them on MLX, analog multiline, and single-line telephones.
Page 304: Contents And Organization
Guides Contents and Organization System Programming is organized into the following chapters: Programming Basics (Chapter 1). Provides an introduction to programming and idle states, and general information about using the guide. Programming with SPM (Chapter 2). Provides information about using SPM (PC-based software) that enables you to program the system from a PC instead of from a system programming console.
Page 305: Special Tools
Guides A helpful table of features, showing programming codes, the modes in which the feature works on each type of telephone, and the name of the feature as displayed on the MLX-20L telephone (Appendix D) A description of the telephone programming that people in the system can perform at their extensions (Appendix D) Telephone button diagrams for MLX and analog multiline telephone in all three modes of operation (Appendix E)
Page 306: Equipment And Operations Reference
Guides Equipment and Operations Reference This guide describes essentially three system elements: lines and trunks, hardware, and applications. Its presentation is straightforward and the organizational aids described earlier in “Common Elements” are all you need to find the information you require. NOTE: The Equipment and Operations Reference does not include information about hardware that was introduced after Release 3.0 of the system.
Page 307: Appendixes
Guides Applications (Chapter 4). Provides summary descriptions of applications you can add to the system and is the primary system resource on the subject. Detailed information is contained in the documentation for the applications. This chapter also describes how the system supports Centrex and Primary Rate Interface (PRI) and special information regarding printers supported on the system, as well as the touch-tone receiver (TTR) and jack requirements for voice messaging systems.
Page 308: Common Elements
Guides MLX Direct-Line Consoles Operator’s Guide (for MLX DLC operator consoles) Analog Direct-Line Consoles Operator’s Guide (for analog DLC operator consoles) MLX Queued Call Consoles Operator’s Guide (for QCC operator consoles) Calling Supervisor’s Guide (ordered according to system needs) Data/Video Reference (different format from other user guides, ordered according to system needs) Common Elements With the exceptions of the Calling Supervisor’s Guide and the Data/Video...
Page 309: Calling Supervisor's Guide And Data/Video Reference
Guides Where applicable, a detailed description of the telephone display and how to use it, including illustrations of the various display menus. For MLX telephones, a list of features shows feature names as they appear on both small and large displays. A section, where applicable, giving general programming instructions for buttons and settings On the inside back cover, where applicable, a list of features/settings...
Page 310: Information Finder: Features
System Guides Information Finder Data/Video Reference describes data communications in general, the different types of data and video stations, and the features used in data communications. It offers step-by-step dialing and programming instructions for data users who have ISDN terminal adapters or modems. In addition, it explains data hunt group operations and the system’s support of local-area networks (LANs), videoconferencing systems, and host computer systems for data communications.
Page 311 System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . Check This Guide . . . Basics (continued) Finding out about system reports offering details about Feature Reference. See entry for feature a feature as it is used on your system and Appendix F.
Page 312 System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . Check This Guide . . . Planning and Programming Features (continued) Finding out which system planning forms to change Feature Reference , Appendix B when you modify or add features System Programming.
Page 313: Information Finder: Programming
System Guides Information Finder Table 7–2, Continued To Learn About These Features . . . Check This Guide . . . System Management Using and understanding memory cards System Programming, Chapter 3 and 4 System Programming, Chapter 3 Backing up programming, automatically or manually Understanding backup messages System Programming, Chapter 3 System Programming, Chapter 3...
Page 314 System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Extension Features and Buttons Feature programming codes System Programming, Appendix D Allowing or disallowing trunk-to-trunk transfer at an System Programming, Chapter 3 extension.
Page 315 System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Group Features and Buttons Setting up or changing the following group member System Programming, Chapter 3 assignments: Pickup groups Calling groups Coverage groups Paging groups Night Service groups...
Page 316 System Guides Information Finder Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Operators (continued) Allowing QCC operators to release a current call System Programming, Chapter 3 automatically when they press another Call button Allowing QCC operators to make voice-announced System Programming, Chapter 3 calls...
Page 317: Training
Training Table 7–3, Continued To Learn About Programming . . . Check This Guide . . . Lines and Trunks (continued) Changing the channels for T1 DS1 service Consult your AT&T representative and System Programming, Chapter 4. Changing settings for PRI or NI-1 BRI service Consult your AT&T representative and network service provider.
Page 318 Training 7–22 Learning More...
Page 319: Troubleshooting The System
Troubleshooting the System Contents All Phones Are Dead (No Dial Tone or Lights) 8–2 Some Phones Are Dead (No Dial Tone or Lights) 8–3 Difficulty Making Outside Calls 8–4 Phone Does Not Ring 8–7 DLC Console Not Ringing for Incoming Calls 8–9 QCC Console Not Ringing for Incoming Calls 8–10...
Page 320 Troubleshooting the System This chapter provides procedures for solving the most common problems that you may encounter with the system. You may be able to resolve a problem quickly and easily by following the appropriate steps in this chapter. NOTE: See the Data/Video Reference for information about troubleshooting data and video communications.
Page 321: All Phones Are Dead (No Dial Tone Or Lights)
All Phones Are Dead (No Dial Tone or Lights) NOTES: 1. If power to the system is cut off, the system retains its programming for 4 to 5 days after it stops receiving power. Then all of the system’s programmed settings may return to the factory settings.
Page 322: Some Phones Are Dead (No Dial Tone Or Lights)
Some Phones Are Dead (No Dial Tone or Lights) Some Phones Are Dead (No Dial Tone or Lights) Possible Cause 1: The telephones are not receiving power. What to do: Check that each telephone is plugged into a telephone wall jack known to be working.
Page 323: Difficulty Making Outside Calls
Difficulty Making Outside Calls NOTE: The following procedure may help AT&T Helpline technicians analyze your problem. However, you should not perform this procedure unless you have experience removing the control unit cover and working with control unit extension jacks. Before proceeding, consult system planning Form 2a, System Numbering: Extension Jacks.
Page 324 Difficulty Making Outside Calls If outside calls can now be made from the extension, you have solved the problem. If there is still difficulty making outside calls, go to Possible Cause 2. Possible Cause 2: If the system uses pool dial-out codes, the extension may be restricted from dialing the pool dial-out code.
Page 325 Difficulty Making Outside Calls Possible Cause 5: Night Service with Outward Restriction is activated. What to do: Check to see whether Night Service with Outward Restriction is activated by checking the light next to the Night Service button on the operator’s console.
Page 326: Phone Does Not Ring
Phone Does Not Ring If the light is off, change the console back to the normal operator position by pressing the Feature button and dialing , then touching the Drop button. Go to Possible Cause 8. Possible Cause 8: The telephone may be defective. What to do: Test the telephone by replacing it with a similar telephone that you know is working properly.
Page 327 Phone Does Not Ring What to do: Turn off the Forward feature. Use one of the following methods, depending on the type of phone: At an MLX or analog multiline telephone with a programmed Forward button, deactivate the feature and turn the light off by pressing the button (if the green light is on, indicating that the feature is active).
Page 328: Dlc Console Not Ringing For Incoming Calls
DLC Console Not Ringing for Incoming Calls Possible Cause 5: The telephone may be defective. What to do: Test the telephone by replacing it with a similar telephone that you know is working properly. If the replacement telephone rings, then replace it with the original telephone and check again.
Page 329: Qcc Console Not Ringing For Incoming Calls
QCC Console Not Ringing for Incoming Calls If the green light is on, then Do Not Disturb is turned on. Press the button to deactivate the feature and to turn the light off. Finally, check whether incoming calls ring at the console. If they do, you have solved the problem.
Page 330 QCC Console Not Ringing for Incoming Calls Possible Cause 2: The Position Busy feature is turned on. What to do: Check the green light next to the Position Busy button. If the green light is on, then Position Busy is turned on. Press the button to deactivate the feature and to turn the light off.
Page 331: Single-Line Phones Ring Back After Completed Call
Single-Line Phones Ring Back after Completed Call NOTE: If only one MLX-20L is available, plug that telephone into a jack that you know is working and then retest. If the telephone rings for incoming calls, then the original jack may be faulty; call the AT&T Helpline at 1 800 628-2888. If the telephone still does not ring, there may be a problem with the system wiring or the control unit;...
Page 332: Cannot Transfer Call After Answer On An Outside Line
Cannot Transfer Call after Answer on an Outside Line Cannot Transfer Call after Answer on an Outside Line Possible Cause 1: There may be custom calling features (for example, call waiting or 3-way calling) from the local telephone company that are interfering with system timer settings.
Page 333 Night Service Not Working If the settings are incorrect, correct them and activate Night Service again. If it is now working, you have solved the problem. If not, go to Possible Cause 2. If the settings are correct, go to Possible Cause 2. Possible Cause 2: If the system has Night Service with Time Set, the start and stop time or day of week may be set incorrectly (see Chapter 3 in System Programming ).
Page 334: Calls Not Going To Voice Mail
Calls Not Going to Voice Mail Calls Not Going to Voice Mail NOTE: For calls to go to voice mail, the extension must be part of a coverage group, the coverage group must have a receiver, and the receiver must be the voice mail calling group.
Page 335: Callers Getting Incorrect Response From Voice Mail
Callers Getting Incorrect Response from Voice Mail What to do: If convenient, check that the power light on the voice mail system unit is on. Also, try placing a call to other extensions to see whether the calls go to voice mail. If the voice mail system power light is off and/or it does not work for other extensions, then the voice mail system is not working.
Page 336: Calls Not Going To Coverage
Calls Not Going to Coverage What to do: Follow the instructions in your voice mail system documentation to check that the settings match the system. If the settings are correct or if it is an AT&T voice mail system, call the AT&T Helpline at 1 800 628-2888. Calls Not Going to Coverage Possible Cause 1: An Individual Coverage receiver may not be assigned.
Page 337: Trouble Hearing Called Party
Trouble Hearing Called Party If the receiver is assigned correctly, call the AT&T Helpline at 1 800 -628-2888. Trouble Hearing Called Party Possible Cause 1: If a speakerphone is being used, there may be environmental factors that affect the performance of the speaker or microphone (for example, too much background noise).
Page 338: Reminder Messages Received With The Wrong Time
Reminder Messages Received with the Wrong Time NOTE: You can check the programming of a button at an MLX display telephone by first pressing the Inspct button and then the line button. What to do: Use centralized telephone programming to check the programming for the phone’s buttons.
Page 339: Recall/Switchhook Does Not Work
Recall/Switchhook Does Not Work Recall/Switchhook Does Not Work When this problem occurs, pressing the Recall button or switchhook disconnects the call or fails to return dial tone. NOTE: If the telephone is an MLX or analog multiline telephone, pressing the switchhook disconnects the call.
Page 340: Calling Group Members Not Receiving Calls
Calling Group Members Not Receiving Calls Calling Group Members Not Receiving Calls Possible Cause 1: The calling group member’s telephone is not available. What to do: Log the member in by doing one of the following: Using the operator’s or calling group supervisor’s DLC, enter supervisory mode by pressing the Feature button, dialing , and pressing the Hold button.
Page 341: Other Or Unresolved Problems
Other or Unresolved Problems Other or Unresolved Problems If you have a problem not listed in this chapter or if, after you complete the appropriate troubleshooting procedure, the problem persists, call the AT&T Helpline at 1 800 628-2888 for further assistance. When you call the Helpline, use a copy of the System Information Sheet at the front of this guide to note a few details about your system, along with troubleshooting information.
Page 342: N Support Telephone Number
Customer Support Information Support Telephone Number In the U.S.A. only, AT&T provides a toll-tree customer Helpline (1 800 628-2888) 24 hours a day. If you need assistance when installing, programming, or using your system, call the Helpline, or your AT&T representative.
Page 343: Interference Information
Customer Support Information Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Numérique n’émet pas de bruits radioelectriques depassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioelectrique edicté...
Page 344 Customer Support Information ¨ If there are no directly terminated trunks, or if the only directly terminated facilities are personal lines, report the number AS5USA-65646-PF-E. ¨ The REN (Ringer Equivalence Number) for all three systems is 1.5A. The facility interface code (FIC) and service order code (SOC): ¨...
Page 345: N Installation And Operational Procedures
Customer Support Information Installation and Operational Procedures The manuals for your system contain information about installation and operational procedures. Repair Instructions. If you experience trouble because your equipment is malfunctioning, the FCC requires that the equipment not be used and that it be disconnected from the network until the problem has been corrected.
Page 346 Customer Support Information This equipment returns answer supervision on all DID calls forwarded back to the Public Switched Telephone Network. Permissible exceptions are when: — A call is unanswered — A busy tone is received — A reorder tone is received Allowing this equipment to be operated in such a manner as not to provide proper answer supervision signaling is in violation of Part 68 rules.
Page 347: Communications Du Canada Et La Réparation
Customer Support Information Users should ensure for their own protection that the electrical ground connections of the power utility, telephone lines, and internal metallic water pipe system, if present, are connected. This precaution may be particularly important in rural areas. CAUTION: Users should not attempt to make such connections themselves, but should contact the appropriate electrical inspection authority or...
Page 348 Customer Support Information Les réparations de matériel homologué doivent être effectuées par un centre d’entretien canadien autorisé désigné par le fournisseur. La compagnie de télécommunications peut demander à l’utilisateur de débrancher un appareil à la suite de réparations ou de modifications effectuées par l’utilisateur ou à cause de mauvais fonctionnement.
Page 349 Customer Support Information MERLIN LEGEND D.O.C. Ministère des Communications Location Label Placement du Canada emplacement de l’étiquette A–8 System Manager's Guide...
Page 350: N Security Of Your System: Preventing Toll Fraud
Customer Support Information Security of Your System: Preventing Toll Fraud As a customer of a new telephone system, you should be aware that there is an increasing problem of telephone toll fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it.
Page 351: Toll Fraud Prevention
Customer Support Information To minimize the risk of unauthorized access to your communications system: Use a nonpublished Remote Access number. Assign access codes randomly to users on a need-to-have basis, keeping a log of all authorized users and assigning one code to one person.
Page 352 Customer Support Information Physical Security, Social Engineering, and General Security Measures Criminals called hackers may attempt to gain unauthorized access to your communications system and voice messaging system in order to use the system features. Hackers often attempt to trick employees into providing them with access to a network facility (line/trunk) or a network operator.
Page 353 Customer Support Information Any time a call appears to be suspicious, call the AT&T GBCS Fraud Intervention Center at 1 800 628-2888 (fraud intervention for System 25, ® ® PARTNER and MERLIN systems). Customers should also take advantage of AT&T monitoring services and devices, such as the NetPROTECT family of fraud detection services, ®...
Page 354 Customer Support Information FRL 4 for international calling In Release 3.1 and later systems, default local and default toll tables are factory-assigned an FRL of 2. This simplifies the task of restricting extensions: the FRL for an extension merely needs to be changed from the default of 3.
Page 355 Customer Support Information Security Risks Associated with the Automated Attendant Feature of Voice Messaging Systems Two areas of toll fraud risk associated with the Automated Attendant feature of voice messaging systems are the following: Pooled facility (line/trunk) access codes are translated to a menu prompt to allow Remote Access.
Page 356 Customer Support Information NOTE: In most cases these will be loop-start lines/trunks without reliable disconnect. The local telephone company will need to be involved to change the facilities used for RCF to ground start lines/trunks. Usually a charge applies for this change. Also, hardware and software changes may need to be made in the MERLIN LEGEND system.
Page 357: Other Security Hints
Customer Support Information The maximum length should be used for each barrier code, and should be changed periodically. Barrier codes, like passwords, should consist of a random, hard-to-guess sequence of digits. While MERLIN LEGEND Release 3.0 permits a barrier code of up to 11 digits, systems prior to Release 3.0 permit barrier codes of up to only four digits.
Page 358 Customer Support Information Never distribute the office telephone directory to anyone outside the company; be careful when discarding it (shred the directory). Never accept collect telephone calls. Never discuss your telephone system’s numbering plan with anyone outside the company. Educating Operators Operators or attendants need to be especially aware of how to recognize and react to potential hacker activity.
Page 359 Customer Support Information Establishing a Policy As a safeguard against toll fraud, follow these guidelines for your MERLIN LEGEND Communications System and voice messaging system: Change passwords frequently (at least quarterly). Changing passwords routinely on a specific date (such as the first of the month) helps users to remember to do so.
Page 360 Customer Support Information Choosing Passwords Passwords should be the maximum length allowed by the system. Passwords should be hard to guess and should not contain: All the same numbers (for example, 1111, 666666) Sequential characters (for example 123456) Numbers that can be associated with you or your business, such as your name, birthday, business name, business address, telephone number, or social security number.
Page 361: Limited Warranty
Customer Support Information If the Outcalling feature will not be used, outward restrict all voice messaging system ports. If Outcalling will be used, ports not used for Outcalling should be Outward Restricted (for Merlin Mail Voice Messaging Systems, port 2 on a two- port system, port 4 on a four-port system, ports 5 and 6 on a six-port system).
Page 362: Remote Administration
Customer Support Information AT&T’S OBLIGATION TO REPAIR, REPLACE, OR REFUND AS SET FORTH ABOVE IS YOUR EXCLUSIVE REMEDY. EXCEPT AS SPECIFICALLY SET FORTH ABOVE, AT&T, ITS AFFILIATES, SUPPLIERS, AND AUTHORIZED RESELLERS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, AND SPECIFICALLY DISCLAIM ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
Page 363 Customer Support Information The Remote Administration and Maintenance feature, through proper administration, can help you reduce the risk of unauthorized persons gaining access to the network. However, telephone numbers and access codes can be compromised when overheard in a public location, are lost through theft of a wallet or purse containing access information, or through carelessness (for example, writing codes on a piece of paper and improperly discarding them).
Page 364 About Telecommunications Many of the terms and concepts involved in telephone communications have been in use since Alexander Graham Bell made the first phone call in 1876. Because understanding them will help you to understand how the system works, this section contains a brief history and description of telephone communications.
Page 365 About Telecommunications Telephone Station Equipment Telephone station equipment is the user’s gateway to the global communications network and an array of services. While today’s telephones range from single-line telephones to multiline telephones with various features and options, telephone station equipment can now also involve such things as digital data terminals (for example, personal computers) or advanced videoconferencing equipment.
Page 366: Transmission Facilities
About Telecommunications Identifying which telephone to ring (that is, supplying the identity of the called party) was communicated verbally from the caller to the operator when human operators handled call connections. After automatic switches were in place, telephone numbers were assigned to telephone service subscribers. The caller identified the called party to the switch by dialing the called party’s number.
Page 367 About Telecommunications Coaxial Cable. Consists of a number of one-way voice circuits. Two such cables make a two-way pair, with each cable carrying the transmission in one direction. Its high frequencies and copper grounding decrease crosstalk. Used since 1946 for long-distance transmission, coaxial cable is now being replaced by optical fiber.
Page 368: Switching Equipment
About Telecommunications The services provided by channels can greatly enhance a company’s effectiveness and efficiency. If the MERLIN LEGEND Communications System has a DS1 facility as one of its incoming trunks, the one facility provides 24 “lines” that are called channels or B-channels , depending on the type of service the facility is programmed for (T1 or PRI).
Page 369 About Telecommunications Electromechanical Switching. Electrically operated devices with mechanical parts and motion. Electromechanical switching automated the manual labor and allowed telephone service to be universally affordable, but the technology was inflexible since changes in service required changes in the device itself. It also required high maintenance due to wear and tear on parts, and did little more than switch calls.
Page 370 About Telecommunications The No1. ESS, developed by AT&T and installed in 1965, served from 10,000 to 65,000 lines at a maximum of 25,000 calls in the busy hour. With ever- increasing innovations in technology, the AT&T 5ESS digital switching system in 1983 could handle 100,000 lines and 650,000 telephone calls per hour.
Page 371 About Telecommunications Toll Switching Between Cities. As even more growth occurred, extended switching systems, called toll offices , were then developed to handle long-distance switching between cities. This is referred to as the toll network and comprises the third and higher levels in the hierarchy. The toll network involves national and international service.
Page 372 About Telecommunications Thus, the functions of signaling are: Alerting for a request for service Transmitting the address information (the telephone number) of the called party. Supervising the status of circuits and lines Transmitting information such as dial tone to indicate service is available, busy signal indicating that the called party is not available, and various announcements As switching systems were developed that automated much of the network’s...
Page 373 About Telecommunications The enhanced CCIS system in use today is called common channeling signaling (CCS) system and supports advanced features, such as calling- number identification (Caller ID). The calling party’s number is transmitted from switching office to office. This and other advanced services are available on the “intelligent”...
Page 374 System Capacities This appendix provides some information about the hardware and software capacities for the system. Detailed information about system capacities, as well as environmental requirements for the control unit and power and grounding requirements are contained in the Equipment and Operations Reference . You can configure the system as a stand-alone unit or as part of a private network.
Page 375 System Capacities The system has a total capacity of 335 jacks (80 outside lines/trunks plus 255 extensions); however, each MLX module extension jack supports two logical endpoints (extension devices that can operate simultaneously and independently of each other). For example, an MLX telephone with a Multi- Function Module (MFM) plugs into one extension jack, but the jack supports both the telephone and the equipment (for example, a fax or an answering machine) connected to the MFM.
Page 376 System Capacities Table C–1, Continued Limit Constraining Factor Calling Groups Number of groups " Members per group Groups per member Delay announcements per system Delay announcements per group Groups per delay announcement External alerts per group Coverage groups per group Carriers Line/trunk and extension module slots per basic carrier...
Page 377 System Capacities Table C–1, Continued Limit Constraining Factor Extensions Total physical jacks Total endpoints " Fax Machines with Message Waiting Lines/Trunks Night Service Groups Members per group (including one group calling number) Groups per member Emergency Allowed List entries System Operating Consoles DLCs "...
Page 378: Voice Messaging Systems
System Capacities Table C–1, Continued Limit Constraining Factor Remote Access Number of barrier codes Digits per code, systemwide 4–11 Shared System Access Buttons No. of buttons per principal extension Speed Dial " Personal Speed Dial Entries per telephone Entries per system 1200 Digits per entry System Speed Dial...
Page 379 System Capacities Fax Machines with Message Waiting The system can support more than 16 fax machines, but those in excess of 16 cannot use the fax message-waiting indication. System Operator Consoles DLCs (Direct-Line Consoles ). Two consoles are allowed for each MLX or analog module, with a maximum of eight per system.
Page 380 System Planning Forms This appendix contains a table that lists each system planning form. The forms are in numerical order and organized according to planning purpose as shown in Table D 1. Information about filling in the forms is contained in System Planning .
Page 381 System Planning Forms Table D–1, Continued Used for Planning Form No. Form Title System Component System Numbering: Extension Jacks Numbering System Numbering: Digital Adjuncts System Numbering: Line/Trunk Jacks System Numbering: Special Renumbers Incoming Line/Trunk Incoming Trunks: Remote Access Connections Incoming Trunks: DS1 Connectivity (100D Module) Incoming Trunks: Tie Incoming Trunks: DID...
Page 382 System Planning Forms Table D–1, Continued Used for Planning Form No. Form Title Features for Systemwide Message-Waiting Receivers Allowed Lists Disallowed Lists Call Restriction Assignments and Lists Authorization Codes Pool Dial-Out Code Restrictions Call Pickup Groups Group Paging Group Coverage Group Calling System Features Night Service: Group Assignment...
Page 383 System Planning Forms D–4 System Manager's Guide...
Page 384: E–1. Removing The Control Unit Housing
Removing/Reinstalling the Control Unit Housing This appendix provides instructions for removing the control unit housing, and for reinstalling it. IMPORTANT: Use these instructions only as directed by your AT&T representative or the AT&T Helpline representative. Removing the Control Unit Housing To remove the control unit’s housing, see Figure E 1.
Page 385: Installing The Control Unit Housing
Removing/Reinstalling the Control Unit Housing Installing the Control Unit Housing Installing the control unit’s housing involves two tasks: installing the top cover and then installing the front cover. This section contains instructions for both tasks. Installing the Top Cover To install the top cover, see Figure E 2 and follow these steps: 1.
Page 386: E–2. Installing The Top Cover
Removing/Reinstalling the Control Unit Housing Top cover Empty module Figure E–2. Installing the Top Cover E–3 System Manager's Guide...
Page 387: E–3. Installing The Front Cover
Removing/Reinstalling the Control Unit Housing Installing the Front Cover To install the front cover, see Figure E 3 and follow these steps: 1. Hook the top of the front cover into the top cover. 2. Push down on the bottom of the front cover until it locks securely on the base of the wire manager on the modules.
Page 388 Glossary 2B data Digital information carried by two B-channels simultaneously for better performance and quality; the bit rate is twice that of one B-channel used alone. account code Code used to associate incoming and outgoing calls with corresponding accounts, employees, projects, and clients. Accunet The AT&T switched digital service for 56-kbps, 64-kbps restricted, and 64-kbps clear circuit-switched data calls.
Page 389 Glossary ASCAP (American Society of Composers, Artists, and Producers) (AT&T Switched Network) AT&T telecommunications services provided through an Integrated Digital Services Network Primary Rate Interface (ISDN-PRI) trunk, Accunet switched digital service, Megacom , Megacom 800 , Software Defined Network ( SDN ), Multiquest, and Shared Access for Switch Services (SASS).
Page 390 Glossary Automatic Route See ARS . Selection auxiliary power unit Device that provides additional power to the system. backup Procedure for saving a copy of system programming onto a floppy disk or memory card . See also restore. barrier code Password used to limit access to the Remote Access feature of the system.
Page 391 Glossary board renumbering System programming procedure for renumbering boards that have already been assigned to specific slots on the control unit. (Basic Rate Interface) A standard protocol for accessing Integrated Service Digital Network (ISDN) services. button Key on the face of a telephone that is used to access a line, activate a feature, or enter a code on a communications system.
Page 392 Glossary Centrex Set of system features to which a user can subscribe on telephone trunks from the local telephone company. channel Telecommunications transmission path for voice and/or data. See CSU . channel service unit clock Operation of digital facilities from a common clock. synchronization (Call Management System) DOS-based application that simulates the actions of a system operator by answering...
Page 393 Glossary (channel service unit) Equipment used on customer premises to provide DS1 facility terminations and signaling compatibility. Data-channel See D-channel . data See DCE . communications equipment A type of ISDN terminal adapter that acts as the DCE at a data module data station that communicates over high-speed digital facilities.
Page 394 Glossary Dialed Number See DNIS . Identification Service dial-out code Digit (usually a ) or digits dialed by telephone users to get an outside line. dial plan Numbering scheme for system extensions, lines, and trunks. (Direct Inward Dialing) Service that transmits from the telephone company central office and routes incoming calls directly to the called extension, calling group , or outgoing trunk pool , bypassing the system operator.
Page 395 Glossary DNIS (Dialed Number Identification Service) Service provided by the AT&T Switched Network ( ASN ); it routes incoming 800 or 900 calls according to customer-selected parameters, such as area code, state, or time of call. door answering unit Device connected to a basic telephone jack and used at an unattended extension or front desk.
Page 396 Glossary expansion carrier Carrier added to the control unit when the basic carrier cannot house all of the required modules. Houses a power supply module and up to six additional modules. extension An endpoint on the internal side of the communications system.
Page 397 Glossary forced idle Condition of the system during certain programming or maintenance procedures; system prevents initiation of new calls. foreign exchange See FX . See ring generator . frequency generator (Facility Restriction Level) ARS calling restriction type that restricts outgoing calls to certain specified routes. (Foreign exchange) Central office ( CO ) other than the one that is providing local access to the public telephone network.
Page 398 Glossary HFAI (Hands Free Answer on Intercom) Feature that allows a user to answer a voice-announced call. (Hands-Free Unit) Unit for analog multiline telephones that allows users to make and receive calls on the speakerphone without using the handset. Home screen Display normally shown on an MLX display telephone;...
Page 399 Glossary IROB protector (In-Range Out-of-Building protector) Surge-protection device for off-premises telephones at a location within 1000 feet (305 m) of cable distance from the control unit. IS II/III (Integrated Solution II or Integrated Solution III) Set of UNIX System-based applications that augments and provides additional services using the system.
Page 400 Glossary (local area network) Arrangement of interconnected personal computers or terminals, sometimes accessing a host computer, sometimes sharing resources such as files and printers. (Listed Directory Number) (light-emitting diode) Semiconductor device that produces light when voltage is applied; light on a telephone. line Connection between extensions within the communications system;...
Page 401 Glossary Magic on Hold An AT&T Music On Hold enhancement that promotes a company’s products or services. Mbps (megabits per second) Megacom The AT&T tariffed digital WATS offering for outward calling. Megacom 800 The AT&T tariffed digital 800 offering for inward calling. memory card Storage medium, similar in function to a floppy disk, that allows information to be added to or obtained from the...
Page 402 Glossary module Circuit pack in the control unit that provides the physical jacks for connection of telephones and/or outside trunks to the communications system. In the name of a module, the first digit indicates the number of line/trunk jacks it contains;...
Page 403 Glossary off-hook Telephone is said to be off-hook when the user has lifted the handset, pressed the Speaker button to turn on the speakerphone, or used a headset to connect to the communications system or the telephone network. See OPT . off-premises telephone on-hook...
Page 404 Glossary (Power Failure Transfer) Feature that provides continuity of telephone service during a commercial power failure by switching some of the system’s trunk connections to telephones connected to specially designated extension jacks. pool In Hybrid/PBX mode , a group of outside trunks that users can access with a Pool Pool button or by dialing an access code on an SA button .
Page 405 Glossary protocol Set of conventions governing the format and timing of message exchanges between devices, such as an MLX telephone and the control unit. public network Network that is commonly accessible for local or long-distance calling. Also called “public switched telephone network”...
Page 406 Glossary (Supplemental Alert Adapter) Device that permits alerting equipment to be connected to an analog multiline telephone jack so that people working in noisy or remote areas of a building can be alerted to incoming calls. SA buttons Telephone buttons that provide a single interface to users for both internal and external calling.
Page 407 Glossary switchhook flash Momentary (320 ms to 1 second) on-hook signal used as a control; may be directed to the control unit or to a host switch outside the system. Also called “Recall” or “timed flash.” System Access See SA buttons . buttons system date and Date and time that appear on MLX display telephones and...
Page 408 Glossary trunk pool See pool and modem pool . (touch-tone receiver) Device used to decode DTMF touch- tones dialed from single-line telephones or Remote Access telephones. uninterruptible See UPS . power supply (uninterruptible power supply) Device that connects to the system to provide 117 VAC to the equipment when the commercial power source fails.
Page 409 Glossary GL–22 System Manager's Guide...
Page 410 Index Add-on products, see Applications Adjuncts adapters for connecting, 3-32–3-34 alerts, 3-41, 3-45, 5-29 008 MLX module, 3-6, 5-12 answer/record machine, 3-41 008 module, 3-6 AT&T Door Phone, 3-37, 3-41 008 OPT module, 3-6, 3-9 credit card verification terminal, 3-41 012 module, 3-6, 3-9, 5-12 data communications, 3-39–3-40 016 module, 2-25, 3-5, 3-9...
Page 411 Index Applications Basic Rate Interface (BRI), see National Integrated AT&T Attendant, 4-52 Services Digital Network 1 Basic Rate Interface Automated Document Delivery System (ADDS), 4-53 Battery backup, 3-43–3-44 Call Accounting System (CAS) for Windows, 4-51 Behind Switch mode Call Accounting System (CAS) Plus V3, 4-51 application and, 4-51–4-53 Call Accounting Terminal (CAT), 4-51–4-52 calling restrictions and, 4-13–4-14...
Page 412 Index Allowed/Disallowed Lists, 4-35–4-36 Control unit assigning Allowed Lists to extensions, 6-61–6-63, 6-64 battery backup, 3-43–3-44 assigning Disallowed Lists to extensions, 6-66–6-68, carriers, 3-2 6-64 definition, 2-10 Authorization Codes feature, 4-42 description, 3-1–3-14 changing, 6-44–6-45 environmental requirements, 1-6–1-7 changing Allowed Lists, 6-61–6-63, 6-64 line/trunk and extension modules, 2-21, 3-1, 3-9 changing Disallowed Lists, 6-64–6-66 modem connections to, 6-18–6-22...
Page 413 Index Covering calls continued Direct Station Selector (DSS) prime lines, 4-29 buttons, 3-21–3-22, 3-24–3-25 receiver, 4-30 calling group supervisor’s console with, 5-29 Remote Call Forward feature, 4-34 description, 3-20–3-22 Secondary Coverage, 4-31 dialing features, 4-44 sender, 4-30 Direct-Line Console (DLC) with, 3-32 Shared SA (SSA) buttons, 4-35 overview, 2-19 sharing lines, 4-28–4-29...
Page 414: Idle States
Index Extension programming, 6-24–6-25 Extension Status feature, 5-29 Extensions adding, 6-39–6-41 moving, 6-41–6-42, 6-44 General-Purpose Adapter (GPA), 3-34–3-35 removing, 6-42–6-44 Global telephone network, 2-2 GPA, see General-Purpose Adapter (GPA) Ground-start trunks, 2-12 Group Coverage feature, 4-34, 6-68–6-69 Group features, 4-45–4-46, 6-60–6-61, 6-68–6-70, 6-74– 6-75 Facility, 2-12–2-16 Group Paging feature, 4-46, 5-28...
Page 415 Index Information Finder (quick reference table) basics (features), 7-14–7-15 basics (systemwide), 7-17 extension features and buttons, 7-18 group features and buttons, 7-19 Labels labeling display features, 7-15 changing for calling groups, 6-74–6-75 lines/trunks, 7-20–7-21 changing for lines/trunks, 6-72 maintenance and troubleshooting, 7-16–7-17 changing for Posted Messages, 6-73–6-74 operators, 7-19–7-20 Extension Directory, 6-70–6-71...
Page 416 Index Managing the system Memory cards adding a Direct-Line Console (DLC) operator position, Feature Upgrade, 1-6, 3-4 6-48–6-51 Maintenance Upgrade, 1-6, 3-4 adding a line, 6-47–6-48 PCMCIA interface slot, 3-3 adding a Queued Call Console (QCC) operator Translation (backup and restore), 1-6, 3-4 position, 6-51–6-54 Menu hierarchy, 7-8 adding an extension, 6-39–6-41...
Page 417 Index Modem connections for system programming, 6-18–6-19, 6-20–6-22 Modems, 3-37–3-38, 3-42, 5-28–5-30 Modes of operation applications supported, 4-51–4-53 National Integrated Services Digital Network 1 Basic Rate Behind Switch, 2-16, 4-29 Interface (NI-1 BRI), 2-13, 2-30, 4-53, 5-12 Hybrid/PBX, 2-16, 4-28–4-29, 5-7, 5-21 Night Service Key, 2-16, 4-29 emergency numbers, 4-36...
Page 418 Index Power accessories battery backup, 3-43–3-44 calculating unit load, 3-43 description, 3-43–3-44 PagePac Plus, 3-36 overview, 2-27 PagePac Port Saver, 3-36 telephone power units, 3-44 PagePal paging adapter, 3-32 Power failure alarms, 3-45–3-46 Paging groups, 4-46 Power Failure DID Busy-Out, 3-46 Party-line service, 2-7 Power Failure Transfer (PFT) feature PassageWay Direct Connect Solution application, 4-51,...
Page 419: Screen Keys
Index Programming screens, 6-5–6-10 Release 4.0 and later systems Programming the system, see System programming 2B data, 3-40 Protection accessories applications, 4-53 description, 2-27, 3-44–3-45 calling group overflow option, 4-45 electromagnetic interference filters, 3-45 Delayed Call Forwarding option, 4-30, 4-32–4-33, 4-34, IROB (In-Range Out-of-Building), 3-44 5-17 OPRE (Off-Premises Range Extender), 3-44–3-45...
Page 420: Idle States
Index Simultaneous voice and data, 3-34 Switches Single-line telephones automatic, 2-9 disabling Transfer on, 4-13 definition, 2-2 list of, 3-23 electromechanical, 2-9 modules for, 3-9 electronic switching system (ESS), 2-10 Power Failure Transfer and, 3-46 global telephone network, 2-2 removing line buttons from, 4-13 hierarchy, 2-8 troubleshooting problems, 8-3–8-4, 8-12–8-13, 8-19–...
Page 421 Index System Information Sheet, 8-1 System programming continued System management, see Managing the system screen keys, 6-8–6-10 System management features, 4-49–4-50 screens and menus, 6-5–6-10 System manager Station Busy screen, 6-10 responsibilities, 1-4–1-5 systemwide, 2-25 role, 1-3–1-4 types of, 6-5 System operator consoles, see Operator consoles using the programming procedures, 6-3–6-4 System overview...
Page 422 Index Telephones Troubleshooting the system adapters, 2-27, 3-33–3-34 all phones dead, 8-2–8-3 analog multiline, 3-27 callers getting incorrect response from voice mail, analog signals, 2-6 8-16–8-17 Caller ID, 3-15 calling groups, 8-21–8-22 cradle, 2-5 calls not going to coverage, 8-17–8-18 customizing (Feature Finder), 4-15–4-16 calls not going to voice mail, 8-14–8-16 descriptions, 3-14–3-28...
Page 423 Index VMSs, see Voice messaging systems (VMSs) Voice Announce to Busy feature, 3-8, 6-52 Voice messaging systems (VMSs), 4-38, 4-54–4-58, 5-30, 6-45, 6-58 Videoconferencing data communications equipment for, 3-39–3-40 desktop, 2-30, 4-46–4-47 group, 3-11, 5-31, 5-13 tie trunks for, 5-13 IN–14 System Manager's Guide...

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Merlin legend 4.0

AT&T MERLIN LEGEND Release 3.1 System Manager's Manual

Table of Contents

Read this First

Table of Contents

Features and Applications

Putting the System to Work

Scenario 1: a Small Office

Scenario 2: a Professional Office

Scenario 3: a Dual-Location Company

Optimizing Your System

Managing the System

Using the Task Descriptions

Using the Programming Procedures

Introduction to System Programming

Programming from the Console

Programming from a PC with SPM

Centralized Telephone Programming

Using Reports

Setting System Date And/Or Time

Backing up the System

Adding an Extension

Moving an Extension

Removing an Extension

Changing Calling Restrictions

Changing Trunk-To-Trunk Transfer Status

Adding/Removing a Line

Adding a DLC Operator Position

Adding a QCC Operator Position

Adding Operator Features

Connecting Auxiliary Equipment

Changing Calling Group Assignments

Revising Allowed Lists

Assigning Allowed Lists to Extensions

Changing Disallowed Lists

Assigning Disallowed Lists to Extensions

Changing Group Coverage Assignments

Revising Night Service with Group Assignment

Changing Extension Directory Labels

Changing Trunk Labels

Changing Posted Message Labels

Changing Calling Group Labels

Changing System Directory Labels

Learning more

Guides

System Guides Information Finder

Training

Troubleshooting the System

Quick Links

Chapters

Related Manuals for AT&T MERLIN LEGEND Release 3.1

Summary of Contents for AT&T MERLIN LEGEND Release 3.1