Lucent Technologies MERLIN LEGEND Release 7.0 System Manager's Quick Reference
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Lucent Technologies MERLIN LEGEND Release 7.0 System Manager's Quick Reference

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MERLIN LEGEND
Communications System
Release 7.0
System Manager's Quick Reference
®
555-670-119
Comcode 108370321
Issue 1
April 1999

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  • Page 1 ® MERLIN LEGEND Communications System Release 7.0 System Manager’s Quick Reference 555-670-119 Comcode 108370321 Issue 1 April 1999...

  • Page 2: April 1999

    Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it.
  • Page 3 MLS-18D, MLS-34D, SYSTIMAX, TransTalk, and Voice Power are registered trademarks and 4ESS, Intuity, Lucent Technologies, and Prologix are trademarks of Lucent Technologies in the US and other countries. Acculink, ACCUNET, MEGACOM, MulitiQuest, MLX-5, MLX-5D, and NetPROTECT are registered trademarks of AT&T.

  • Page 4: Ordering Information

    “About This Guide” in System Programming . Support Telephone Number In the continental US, Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at 1-800-628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system.

  • Page 5: System Information

    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 Lucent Technologies Helpline at 1-800-628-2888 for further assistance; consultation charges may apply.
  • Page 6 System Information Sheet — Continued A description of the problem: Has this problem occurred before? Have you attempted to troubleshoot the problem?

  • Page 7: Table Of Contents

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents Contents Contents Getting Started Welcome System Overview Incoming Trunks Modes of Operation System Components Line/Trunk and Extension Modules Auxiliary Equipment Features Applications System Capacities Related Documents Programming Overview Types of Programming Methods of Programming...

  • Page 8: Contents

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents viii Backing Up the System Performing Centralized Telephone Programming Programming Features onto a Single Telephone Copying Feature and SA/ICOM Buttons Copying Line/Trunk Button Assignments Managing Telephones Adding/Removing an Extension Single Renumbering Block Renumbering...
  • Page 9 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents Assigning QCC Queue Priority Level Adding Optional Operator Features Setting Operator Hold Timer Enabling the DLC Operator Automatic Hold Programming Hold Return Programming Automatic Hold or Release Setting Queue over Threshold Programming Elevate Priority Programming Calls-In-Queue Alert...
  • Page 10 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents Assigning an Allowed List to Extensions Revising a Disallowed List Assigning a Disallowed List to Extensions Managing Night Service Features Revising Night Service with Group Assignments Revising Night Service with Coverage Control Changing Labels Changing Extension Directory Labels...
  • Page 11 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents Telephone Does Not Ring DLC Not Ringing for Incoming Calls QCC Not Ringing for Incoming Calls Single-Line Telephones Ring Back after Completed Call Cannot Transfer Call after Answer on an Outside Line Night Service Not Working Calls Not Going to Voice Mail Callers Receiving Incorrect Response from Voice Mail...
  • Page 12 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Contents...

  • Page 13: Getting Started

    MERLIN LEGEND Communications System R7.0 MERLIN LEGEND Communications System R7.0 Issue 1 Issue Issue 1 System Manager’s Quick Reference System Manager’s Quick Reference 555-670-119 April 1999 April 1999 Getting Started Welcome Getting Started Welcome This quick reference is designed to help you administer the MERLIN LEGEND® Communications System.
  • Page 14 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Telephone Company Central Office (CO) Incoming Trunks Telephone Company Loopstart Trunk Groundstart Trunk Digital Facility MERLIN LEGEND Communications System Turn powe Telephony inser r befo ting...

  • Page 15: Incoming Trunks

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Incoming Trunks Trunks are the telephone company’s facilities, provided by the central office to carry voice and/or data communications. There are a variety of trunks, each with different capabilities, as described in the following table.
  • Page 16 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Incoming Trunks — Continued Trunk Type Description In T1 voice operation, a line can be programmed through the system, without the services of a telephone company installer, to emulate a ground-start, loop-start, tie, or DID trunk.

  • Page 17: Modes Of Operation

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Modes of Operation The system operates in one of three modes: • Key Mode. The simplest way to provide people with more than one line from a telephone.
  • Page 18 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Modes of Operation — Continued Behind Switch Key Mode Hybrid/PBX Mode Mode Types of Trunks Ground-start Ground-start Ground-start Loop-start Loop-start Loop-start DS1 (T1 only) DS1 (PRI and T1) Private network trunks (Release...
  • Page 19 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Modes of Operation — Continued Behind Switch Key Mode Hybrid/PBX Mode Mode Recommended Smaller systems Medium to larger For users who are (fewer than 50 systems (more part of a large...

  • Page 20: System Components

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview System Components The system components include the control unit, telephones, system operator consoles, and line/trunk and extension modules described in the following table. System Components System Component...
  • Page 21 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview System Components — Continued System Component Description System Telephones programmed to handle a variety of operator Operator functions. Types of consoles include: Consoles Analog Multiline or MLX Direct-Line Console (DLC).

  • Page 22: Line/Trunk And Extension Modules

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules The system supports 20 different types of modules that vary in the types of lines/trunks that they support and the types of telephones or other equipment that can be connected to them.
  • Page 23 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 008 MLX — Access device for data communications between (cont.) a PC on the system and a high-speed Internet connection, connection to remote node LAN access server, or ISDN router —...
  • Page 24 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 016 ETR none, TTR Capacity: 16 ETR station ports including 6 with T/R functionality and 4 TTRs.
  • Page 25 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 100D Supports: T1 emulates 24 lines/trunks: loop-start, (cont.) ground-start, tie, and Direct Inward Dial (DID; Hybrid/PBX mode only);...
  • Page 26 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 408 GS/ GS or LS Capacity: 4 ground-start and/or loop-start LS-MLX lines/trunks, 8 digital extension jacks for MLX extensions, including: —...
  • Page 27 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 408 GS/LS- — Access device for data communications between ID-MLX a PC on the system and a high-speed Internet (cont.) connection, connection to remote node LAN access server, or ISDN router...
  • Page 28 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Line/Trunk and Extension Modules — Continued Module Line/Trunk Description 800 GS/LS GS or LS, Capacity: 8 ground-start and/or loop-start lines/trunks Supports: 2 PFT telephones with GS button (if using GS lines/trunks) 800 GS/ GS or LS...

  • Page 29: Auxiliary Equipment

    Auxiliary Equipment The following table provides a list of other equipment that is available for use with the system. If you are interested in adding any of this equipment, contact your Lucent Technologies representative or authorized dealer. Auxiliary Equipment Equipment Type...
  • Page 30 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Auxiliary Equipment — Continued Equipment Type Description Fax machine Must have touch-tone dialing capability when connected via an MFM; rotary or touch-tone dialing can be used on a T/R port.
  • Page 31 Society of Composers, Artists, and Producers (ASCAP) or Broadcast Music Incorporated (BMI). Or you can purchase a Magic On Hold system, which does not require such a license, from Lucent Technologies or an authorized dealer. Speakerphone Connects directly to single-line telephones.

  • Page 32: Features

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features The versatility and power of the system are due, in large part, to the variety of feature settings and services it can provide. The system provides traditional features, such as Transfer and Call Waiting, as well as advanced features, such as Coverage and Park.
  • Page 33 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features and Programming Codes — Continued Feature Programming Code Camp-On Conference *772 Coverage Receiver buttons Group *42 + ext. no. Primary *40 + ext. no. Secondary *41 + ext.
  • Page 34 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features and Programming Codes — Continued Feature Programming Code Forward Activate Forward (inside) Remote Call Forward and Centrex Transfer via Remote Call Forward (outside) Group Calling ln-Queue Alarm button...
  • Page 35 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features and Programming Codes — Continued Feature Programming Code Messaging Leave Message Message LED off (for non-display telephones) Message operation mode (for ETR, *54 (Used to enter/exit Message MLS, and analog multiline display operation mode.
  • Page 36 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features and Programming Codes — Continued Feature Programming Code Personalized Ringing *32 + ring (1–8) Pickup General use Specific extension *9 + ext. no. Specific line *9 + line no.
  • Page 37 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Features and Programming Codes — Continued Feature Programming Code Saved Number Dial Send/Remove Message Service Observing *59 + ext. no. Signal (manual) *23 + ext.

  • Page 38: Applications

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Applications Numerous add-on products, called applications, are available to enhance the system. Appendix I, “Applications,” in the Feature Reference provides a description of all available applications. A brief description of some of these applications is provided in the following table.
  • Page 39 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Applications — Continued Application Description PassageWay Direct Connection Provides an interface between an ® Solution extension and a PC with Microsoft ® Windows , as well as provides utilities and allows the integration of Windows...

  • Page 40: System Capacities

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview System Capacities The following table lists the hardware and software capacities of the system. Some constraining factors appear with a checkmark ( ). These are discussed in detail in the next table.
  • Page 41 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Hardware and Software Capacities — Continued Constraining Limit Factor Calling Groups Number of groups Members per group Local extensions only Non-local extensions only Total agents and supervisors Total supervisors Groups per member...
  • Page 42 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Hardware and Software Capacities — Continued Constraining Limit Factor Coverage Groups Number of groups Senders per group Groups per sender Receiver buttons per group Groups per QCC receiver CTI Link Data Hunt Groups...
  • Page 43 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Hardware and Software Capacities — Continued Constraining Limit Factor Message Waiting Lamp Messages 1499 Night Service Groups Members per group Calling groups per group Groups per member Emergency Allowed List entries Park codes (number of codes)
  • Page 44 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Hardware and Software Capacities — Continued Constraining Limit Factor Speed Dial Personal Speed Dial Entries per telephone Entries per system 1200 Digits per entry System Speed Dial Entries per system Digits per entry...
  • Page 45 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Hardware and Software Capacities — Continued Constraining Limit Factor Telephones (not simultaneously) Analog multiline Without Voice Announce to Busy With Voice Announce to Busy MLX-20L All other MLX telephones (with/without ISDN terminal adapter/MFM)
  • Page 46 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Constraints Identified in Hardware and Software Capacities Table Constraints Calling Groups Members of groups . QCCs cannot be members of calling groups because the QCC position is set up as a system operator and has its own queue that is different from the group’s queue.
  • Page 47 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Constraints Identified in Hardware and Software Capacities Table — Continued Constraints Ports (not Voice Messaging Interface . Although the system simultaneously) software supports up to 24 VMI ports, all VMI ports must be in the same calling group, and the maximum number of extensions in a calling group is 20.
  • Page 48 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Constraints Identified in Hardware and Software Capacities Table — Continued Constraints System Operator DLCs . Two consoles are allowed for each MLX or Consoles analog multiline module, with a maximum of 8 per system.

  • Page 49: Related Documents

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview Related Documents The documents listed in the following table are part of the MERLIN LEGEND documentation set. Within the continental United States, contact the Lucent Technologies BCS Publications Center by calling 1-800-457-1235.
  • Page 50 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started System Overview MERLIN LEGEND Documentation Set — Continued Document No. Title MLX-5 and MLX-10 Nondisplay Telephone Tray Cards 555-630-151 (6 cards) MLX-16DP Display Telephone Tray Cards (5 cards) 555-630-155 555-660-120 Analog Multiline Telephones User’s Guide...

  • Page 51: Programming Overview

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started Programming Overview Programming Overview The MERLIN LEGEND Communications System offers easy-to-use, menu-driven software for system programming. As part of the installation, your system was programmed with features, settings, and options selected by you or a representative from your company.
  • Page 52 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started Programming Overview programming of all releases of the MERLIN LEGEND system. Also supported in Release 6.0 and later systems is SPM programming for options not included in the GUI. For Release 6.0 and later systems, WinSPM is supported in Windows 95 Windows NT, and Windows 98 and is available on CD-ROM and floppy disks.

  • Page 53: Methods Of Programming

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started Programming Overview Methods of Programming As system manager, you primarily perform system programming and centralized telephone programming. As previously explained, the other type of programming—extension programming—is performed at each individual telephone, usually by the telephone user.
  • Page 54 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Getting Started Programming Overview Use the programming method that is appropriate for you. The format of the summary programming procedures is as follows: Console Procedure More Dial calling Labeling Grp Calling...

  • Page 55: Managing The System

    Also, do not use either the Maintenance or Restart options from the system programming menus except when instructed to do so by a Lucent Technologies representative or when performing the CTI link procedures described in “Managing CTI Links”...

  • Page 56: Starting And Ending System Programming

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Starting and Ending System Programming Starting and Ending System Programming The information in this section explains how to display the system programming menu, navigate within the system programming screens, and exit system programming.

  • Page 57: Exiting System Programming

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Starting and Ending System Programming again. This usually takes you back to the System Programming menu. If not, you can continue programming on the current screen or press Exit ) again.

  • Page 58: Setting Basic System Operating Conditions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Setting Basic System Operating Conditions Setting Basic System Operating Conditions The procedures in this section are related to the system, rather than to the operation of telephones, operator positions, lines, or trunks.

  • Page 59: Backing Up The System

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Setting Basic System Operating Conditions NOTE: Be sure to change the system time appropriately when Daylight Savings Time starts and when it ends. Console Procedure System Date...

  • Page 60: Performing Centralized Telephone Programming

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Performing Centralized Telephone Programming Performing Centralized Telephone Programming Centralized telephone programming allows you to program any feature that can be programmed by individual telephone users or by operators. Certain features can be copied from one extension to another in the system.

  • Page 61: Programming Features Onto A Single Telephone

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Performing Centralized Telephone Programming Programming Features onto a Single Telephone At the Centralized Programming menu, use the following procedure to program features onto a single telephone. See “Features”...

  • Page 62: Copying Line/Trunk Button Assignments

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Performing Centralized Telephone Programming For features that can be copied, see “Features That Can Be Copied” in the “Copy Extension” section of Chapter 4, “Centralized Telephone Programming,” in System Programming.
  • Page 63 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Performing Centralized Telephone Programming PC Procedure To copy to a single extension: Type copy from ext. no. Type copy to ext. no. To copy to a block of extensions: Type copy from ext.

  • Page 64: Managing Telephones

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Managing Telephones This section includes adding, moving, and removing extensions; assigning a HotLine extension; and changing calling restrictions. Adding/Removing an Extension When you add or remove an extension, you must first understand system numbering.
  • Page 65 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones • On the MLS-12 and MLS-12D telephones, some features and lines may be assigned to telephone buttons that do not have lights. You may want to reassign the features or lines to buttons with lights.

  • Page 66: Single Renumbering

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Single Renumbering If your system uses the Set Up Space numbering plan and you want to add, remove, or move a single extension, use this procedure to single-renumber the extension jack.

  • Page 67: Assigning/Unassigning Trunks Or Pools To Extensions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Assigning/Unassigning Trunks or Pools to Extensions If you are adding or removing a personal line, Loudspeaker Paging, or Pool buttons (Hybrid/PBX only), use this procedure to assign or unassign the outside lines/trunks to the buttons on the telephone.

  • Page 68: Programming For Tip/Ring On 412 Ls-Id-Etr And 016 Etr Modules

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones button Dial feature code (*16 or *18) Enter (repeat from beginning to program another button) Exit Exit To copy extension programming: More Sys Programming Cntr-Prg...

  • Page 69: Identifying Analog Multiline Telephones Without Bis Or Hfai Capability

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones task forces the entire system into a forced idle state, it is recommended you do not use it to determine how the port has been administered.

  • Page 70: Identifying Analog Multiline Telephones For The Voice Announce Feature

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones This procedure is not necessary for MLX or single-line telephones. Console Procedure Extensions BIS/HFAI Dial ext. Enter Exit Exit PC Procedure Type ext.

  • Page 71: Moving An Extension

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones number. The extension number for the second (even-numbered) extension jack is dedicated to Data. Calls cannot be placed to the extension jack reserved for data. The Voice Announce feature must be disabled at data workstations.

  • Page 72: Changing Calling Restrictions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Changing Calling Restrictions Use this procedure to change individual extensions’ calling restrictions to one of the following: • Unrestricted • Restricted from making all outgoing calls •...

  • Page 73: Changing Coverage Delay Rings

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Console Procedure Extensions More More TrkTransfer Toggle LED on/off or dial ext. Enter Exit Exit PC Procedure Toggle letter R on/off or type ext.

  • Page 74: Adding/Removing A Line

    You must contact your central office to obtain a new line or to disconnect a line. If you are adding a line, after the central office is contacted, call Lucent Technologies at 1-800-247-7000 to arrange for a Lucent Technologies technician to connect the line to the system and set it up (charges may apply).

  • Page 75: Managing The Dlc And Qcc Operator Positions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Managing the DLC and QCC Operator Positions This section provides summary procedures for assigning or removing a Direct- Line Console (DLC) or Queued Call Console (QCC) operator position. Prior to assigning a DLC or QCC operator position, you must make decisions about which features and buttons to assign to the extension.

  • Page 76: Assigning Qcc Operator To Receive Calls

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones your system is automatically assigned as the primary operator position. QCC button assignments are automatic and factory-set. QCC operators serve as central answering positions for all incoming calls. Incoming calls are held in the QCC queue and are directed to each QCC operator in a prioritized sequence.

  • Page 77: Assigning Qcc Queue Priority Level

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Assigning QCC Queue Priority Level Use this procedure to assign QCC queue priority level values (1 to 7) to each loop-start, ground-start, and automatic-in tie trunk in your system. The value assigned determines the order in which calls are sent to the QCC operator positions.

  • Page 78: Setting Operator Hold Timer

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones — Hold Return — Automatic Hold or Release — Queue over Threshold — Elevate Priority — Calls-in-Queue Alert — QCC Operator to Receive Call Types —...

  • Page 79: Enabling The Dlc Operator Automatic Hold

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Enabling the DLC Operator Automatic Hold Use this procedure to enable or disable the DLC Operator Automatic Hold feature for DLC operator positions. When this feature is enabled, it prevents accidental call disconnection.

  • Page 80: Programming Automatic Hold Or Release

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Programming Automatic Hold or Release Use this procedure to specify whether a call in progress (on a Call button) is automatically put on hold (Automatic Hold) or disconnected (Automatic Release) when the operator presses another button.

  • Page 81: Programming Calls-In-Queue Alert

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Console Procedure Operator QueuedCall ElvatePrior Drop Dial no. of seconds (0 for same priority or 5 to Enter Exit Exit PC Procedure Type no.

  • Page 82: Assigning Qcc Call Type Queue Priority Level

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Console Procedure Operator Queued Call Call Types Select a call type Operator Dial coverage group Enter Dial ext. Enter Exit Exit Exit Exit Exit...

  • Page 83: Enabling Voice Announce

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones PC Procedure Select call type Type priority level (1 to Enabling Voice Announce Use this procedure to enable or disable Voice Announce for the QCC. Voice Announce is available only on a QCC in Release 4.0 and later.

  • Page 84: Programming For Extended Call Completion

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Designating message center operation does not change any call type option programming, except that the call types mentioned above are added to the calls received at the QCC Message Center.

  • Page 85: Programming For Position Busy Backup

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones NOTE: If you want unanswered calls to proceed to voice mail, lengthen the return ring setting. Console Procedure Operator Queued Call Return Ring Drop...

  • Page 86: Programming For Music-On-Hold

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Music-On-Hold, loudspeaker paging equipment, maintenance alarms, or a fax machine. This section also provides procedures to specify the extensions that receive a message-waiting indication (MWI) and procedures to specify the touch-tone duration and the interval between digits in codes sent between the voice messaging system and the communications system.

  • Page 87: Programming For Fax Machines

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones loudspeaker paging systems can be connected to the system. Note the following conditions: • You cannot assign the line/trunk identified for loudspeaker paging equipment use to a line/trunk pool.

  • Page 88: Programming For Maintenance Alarms

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones You can specify up to four telephones to receive the MWI when a fax transmission is received. Fax machines can only send and not receive MWIs. To program an extension for a fax machine: Console Procedure Dial ext.

  • Page 89: Programming For Voice Messaging System And Automated Attendant

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Programming for Voice Messaging System and Automated Attendant Use this procedure to specify the touch-tone duration and the interval between digits in codes sent between a voice messaging system and the communications system.

  • Page 90: Managing Group Features

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Managing Group Features This section provides summary procedures for changing both group calling member assignments and group coverage member assignments. Changing Group Calling Member Assignments Use this procedure to assign or remove an extension to or from a calling group.

  • Page 91: Managing Lists

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Managing Lists This section provides summary procedures for revising an allowed list and a disallowed list and assigning them to extensions. Revising an Allowed List Use this procedure to revise an allowed list.

  • Page 92: Assigning An Allowed List To Extensions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones “Allowed Lists/Disallowed Lists” in the Feature Reference. Assigning an Allowed List to Extensions Use this procedure to assign an established Allowed List to individual extensions.

  • Page 93: Assigning A Disallowed List To Extensions

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones List and Disallowed List entries. The star codes that the system recognizes are: • 2-digit codes: * (00–19, 40–99) • 3-digit codes: * (200–399) For more information on star codes, see “Star Codes and Allowed/Disallowed Lists”...
  • Page 94 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Console Procedure To assign a calling group to a Night Service group: NightSrvce GroupAssign Calling Group Dial ext. no. of Night Service operator Enter Dial calling group no.

  • Page 95: Revising Night Service With Coverage Control

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Revising Night Service with Coverage Control In Release 4.1 and later systems, you can coordinate the status of Coverage VMS Off buttons programmed at extensions with Night Service operation. With this feature enabled (the factory setting is disabled), the following occurs: •...

  • Page 96: Changing Extension Directory Labels

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Changing Extension Directory Labels Use this procedure to change the alphanumeric system labels, so that display telephone users can identify the co-worker who is calling or leaving a message or to program the Extension Directory feature for MLX telephones.

  • Page 97: Changing Posted Message Labels

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Changing Posted Message Labels Use this procedure to change existing posted messages. Posted messages allow callers with display telephones to know why the called extension does not answer.

  • Page 98: Changing System Speed Dial Labels

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Changing System Speed Dial Labels Use this procedure to change System Speed Dial numbers for all system users. You can also use this procedure to change the alphanumeric labels shown on the MLX display telephones.

  • Page 99: Printing A System Information Report

    You must busy-out the module before you add or remove a CTI link and then restore the module after the CTI link has been added or removed. These procedures are typically reserved for Lucent Technologies technicians. Release 5.0 and later systems support the use of an MLX port as a CTI link on Hybrid/PBX mode systems.

  • Page 100: Adding A Cti Link

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Managing the System Managing Telephones Note that you select the Maintenance option from the Main menu, not the System Programming menu. Console Procedure Menu Maintenance Slot Dial slot no.

  • Page 101: About Reports

    MERLIN LEGEND Communications System R7.0 MERLIN LEGEND Communications System R7.0 Issue 1 Issue Issue 1 System Manager’s Quick Reference System Manager’s Quick Reference 555-670-119 April 1999 April 1999 About Reports Overview About Reports Overview The system generates a variety of reports that can help you with your system management tasks: •...
  • Page 102 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 About Reports Overview • System Dial Plan — Pools — Telephone Paging Zones — Direct Group Calling — Lines/Trunks — Stations (Extensions) • Label Information — Telephone Personal Directory —...
  • Page 103 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 About Reports Overview • Allowed Lists Assigned to Extensions • Disallowed Lists • Disallowed Lists Assigned to Extensions • Automatic Route Selection • Tables • Extension Directory •...

  • Page 104: Printing Smdr Reports

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 About Reports Printing SMDR Reports Printing SMDR Reports Station Message Detail Recording (SMDR) reports print automatically on a serial printer connected to the SMDR jack on the control unit. The reports contain sequential call records.

  • Page 105: Printing System Programming Reports

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 About Reports Printing System Programming Reports Printing System Programming Reports Use this procedure to print system programming reports. System programming reports can be printed out or viewed on the screen of a PC with SPM or printed out on a serial printer connected to the SMDR jack on the processor module in the control unit.
  • Page 106 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 About Reports Printing System Programming Reports NOTE: The Extension Information report incorrectly lists MLX-16DP telephones as MLX-28D telephones. In releases prior to 5.0, MLX-5D and MLX-5 telephones are listed as MLX-10D and MLX-10 telephones, respectively.

  • Page 107: Troubleshooting The System

    MERLIN LEGEND Communications System R7.0 MERLIN LEGEND Communications System R7.0 Issue 1 Issue Issue 1 System Manager’s Quick Reference System Manager’s Quick Reference 555-670-119 April 1999 April 1999 Troubleshooting the System Overview Troubleshooting the System Overview This chapter provides procedures for solving the most common problems that you may encounter with the system.
  • Page 108 Do not stand on a box or chair to reach the unit if it is installed out of easy reach. If you do not have a stable ladder or other proper equipment, do not proceed; wait for the Lucent Technologies technician or authorized dealer.

  • Page 109: All Telephones Are Dead (No Dial Tone Or Lights)

    • If the appliance works, the wiring may be faulty elsewhere in the system. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 110: Some Telephones Are Dead (No Dial Tone Or Lights)

    Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the telephones are still dead, go to Possible Cause 2.
  • Page 111 • If the telephone is still dead, go to Possible Cause 5. NOTE: The following procedure may help Lucent Technologies Helpline technicians analyze your problem. You should not perform this procedure, however, unless you have experience removing the control unit cover and working with the control unit extension jacks.
  • Page 112 If the original telephone still does not receive a dial tone and its lights do not function, then the original telephone may be defective. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).
  • Page 113 Possible Cause 6. NOTE: The following procedure may help Lucent Technologies Helpline technicians analyze your problem. You should not perform this procedure, however, unless you have experience removing the control unit cover and working with the control unit extension jacks.
  • Page 114 If the telephone works, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the telephones do not work when plugged into module jacks that are known to be functioning, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 115: Difficulty Making Outside Calls

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Difficulty Making Outside Calls Difficulty Making Outside Calls SECURITY ALERT: When changing calling restrictions and other security settings, take care not to compromise the security of your system. For more information, consult “Security of Your System: Preventing Toll Fraud”...
  • Page 116 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Difficulty Making Outside Calls • If the pool dial-out code is not missing, go to Possible Cause 3. Possible Cause 3: If the system (Hybrid/PBX mode) is set up for Automatic Route Selection (ARS), the extension’s Facility Restriction Level (FRL) may be set too low (see Chapter 3 in System Programming ).
  • Page 117 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Difficulty Making Outside Calls Possible Cause 4: ARS tables are not programmed correctly. What to do: Use system programming to check for correct pools, correct digit manipulation (prepending, dropping, etc.), and correct type of call (data only, voice only, or both).
  • Page 118 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Difficulty Making Outside Calls SECURITY ALERT: Extensions on the Night Service Exclusion List have unrestricted calling privileges and are not protected from unauthorized after-hours use. •...
  • Page 119 • If the replacement telephone cannot make outside calls, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). NOTE: If you are dialing an outside number on a private-networked system, the problem may be that the PRI PSTN outgoing tables are not programmed correctly.

  • Page 120: Telephone Does Not Ring

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Telephone Does Not Ring Telephone Does Not Ring Possible Cause 1: The telephone’s ringer volume control is set too low. What to do: While the telephone is idle and the handset is in the cradle, adjust the volume control up.
  • Page 121 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Telephone Does Not Ring Possible Cause 3: The Forward feature is turned on. What to do: Turn off the Forward feature. Use one of the following methods, depending on the type of telephone: •...
  • Page 122 • If the replacement telephone rings, then replace it with the original telephone and check again. If the original telephone still does not ring, then the original telephone may be defective. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).
  • Page 123 To test one wiring possibility, go to Possible Cause 6. NOTE: The following procedure may help Lucent Technologies Helpline technicians analyze your problem. You should not perform this procedure, however, unless you have experience removing the control unit cover and working with the control unit extension jacks.

  • Page 124: Dlc Not Ringing For Incoming Calls

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System DLC Not Ringing for Incoming Calls DLC Not Ringing for Incoming Calls Possible Cause 1: The Do Not Disturb feature is turned on. What to do: Check the green light next to the programmed Do Not Disturb button to determine whether Do Not Disturb is turned on.
  • Page 125 1-800-628-2888 (consultation charges may apply). • If the replacement telephone does not ring for incoming calls, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 126: Qcc Not Ringing For Incoming Calls

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System QCC Not Ringing for Incoming Calls QCC Not Ringing for Incoming Calls Possible Cause 1: The lines are not assigned to the QCC queue. What to do: Use system programming to assign the lines to the QCC queue (see “QCC Operator to Receive Calls”...
  • Page 127 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System QCC Not Ringing for Incoming Calls What to do: Use system programming to check and see whether the QCC’s optional Calls-In-Queue Alert is disabled (see Chapter 3 in System Programming ).
  • Page 128 If the telephone rings for incoming calls, then the original jack may be faulty; call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). If the telephone still does not ring, there may be a problem with the system wiring or the control unit;...

  • Page 129: Single-Line Telephones Ring Back After Completed Call

    Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the replacement telephone rings back, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 130: Cannot Transfer Call After Answer On An Outside Line

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System 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 three-way calling) from the local telephone company that are interfering with system timer settings.

  • Page 131: System Manager's Quick Reference 555

    Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the replacement telephone cannot transfer a call, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 132: Night Service Not Working

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Night Service Not Working Night Service Not Working NOTE: Be sure to change the system time appropriately when Daylight Savings Time starts and when it ends. System time affects the functioning of several system features, including Automatic Backup, Night Service, Station Message Detail Recording (SMDR) reports, stand-alone Auto Attendant systems, voice mail, and Reminder...
  • Page 133 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Night Service Not Working 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 134 • If Night Service is still not working and yours is a Release 4.1 or later system, go to Possible Cause 5. • If Night Service is still not working and your system release is prior to 4.1, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 135: Calls Not Going To Voice Mail

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Going to Voice Mail Calls Not Going to Voice Mail 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 136 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Going to Voice Mail • If the voice mail calling group is not assigned as the receiver, assign it, if appropriate. Check to see whether calls are now going to voice mail.
  • Page 137 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Going to Voice Mail If Night Service with Coverage Control is enabled and Night Service is off when you expect it to be on, see “Night Service Not Working”...
  • Page 138 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Going to Voice Mail Possible Cause 5: A call arrives on a Personal Line, but the user is not the owner or principal user of the line. What to do: Check the programming and do either of the following: •...
  • Page 139 Technologies voice mail system, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the power light is on and voice mail works at other extensions, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 140: Callers Receiving Incorrect Response From Voice Mail

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Callers Receiving Incorrect Response from Voice Mail Callers Receiving Incorrect Response from Voice Mail Outside callers who reach the system may get the wrong response when the voice mail system answers calls.
  • Page 141 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Callers Receiving Incorrect Response from Voice Mail Possible Cause 2: If system uses the Night Service feature and has more than one operator console, one of the consoles may not have the Night Service button activated.

  • Page 142: Calls Not Going To Coverage

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Going to Coverage Calls Not Going to Coverage NOTE: In Release 6.1 and later systems, network-specific coverage problems can occur. See the Network Reference for details. Possible Cause 1: An Individual Coverage receiver may not be assigned.
  • Page 143 Check to see whether calls are now going to coverage. If they are, you have solved the problem. If not, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the receiver is assigned correctly, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 144: Trouble Hearing Called Party

    What to do: Replace the handset with a handset from the same type of telephone. If you can now hear the called party, contact your Lucent Technologies representative to order a new handset. If you still have trouble hearing, go to Possible...
  • Page 145 Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If you cannot hear the called party on the replacement telephone, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 146: Programmed Button Fails

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Programmed Button Fails Programmed Button Fails NOTE: Extension programming is not stored in the telephone itself; therefore, if you move a telephone to a different extension, the programming for the previous telephone at that extension remains in effect.
  • Page 147 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Programmed Button Fails telephone may be defective. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the programmed button on the replacement telephone fails, there may be a problem with the system wiring or the control unit.

  • Page 148: Reminder Messages Received With The Wrong Time

    Possible Cause: The system time may be set incorrectly. What to do: At the programming console or any MLX display telephone, check the system time. If the time is correct, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 149: Recall/Switchhook Does Not Work

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System 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 150 Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If the problem persists on the replacement telephone, there may be a problem with the system wiring or the control unit. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 151: Calling Group Members Not Receiving Calls

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calling Group Members Not Receiving Calls Calling Group Members Not Receiving Calls NOTE: In Release 6.1 and later systems, a calling group on a MERLIN LEGEND System can contain the non-local extension number of a calling group on another system in the private network.
  • Page 152 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calling Group Members Not Receiving Calls — If the member’s telephone does not have a programmed button (including single-line telephones), log the member in by dialing #44 while off-hook on an SA or ICOM line.
  • Page 153 If the problem persists on the original telephone, then the original telephone may be defective. Call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply). • If calling group calls are not received on the replacement telephone, there may be a problem with the system wiring or the control unit.

  • Page 154: Calls Not Receiving Screen-Pop

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Receiving Screen-Pop Calls Not Receiving Screen-Pop In Release 5.0 and later systems with a CTI link (Hybrid/PBX mode only), screen-pop of caller information occurs when a call arrives at an SA button. The call may be a calling group call, a transfer or conference call from a QCC or a DLC that does not use CTI applications, or a PRI call where routing is by dial plan.
  • Page 155 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Calls Not Receiving Screen-Pop Possible Cause 3: The call may have been transferred from a monitored Direct-Line Console (DLC) that is using a CTI link application.
  • Page 156 The CTI link is not working. What to do: Check the CTI link. • Consult the PassageWay Telephony Services Network Manager’s Guide for troubleshooting information. • If you cannot solve the problem yourself, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 157: Calling Group Overflow Calls Not Receiving Screen-Pop

    The CTI link is not working. What to do: Check the CTI link. • Consult the PassageWay Telephony Services Network Manager’s Guide for troubleshooting information. • If you cannot solve the problem yourself, call the Lucent Technologies Helpline at 1-800-628-2888 (consultation charges may apply).

  • Page 158: Secondary Announcements Not Playing As Programmed

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Secondary Announcements Not Playing as Programmed Secondary Announcements Not Playing as Programmed In Release 5.0 and later systems, as many as ten primary delay announcement devices and one secondary device can be assigned to play messages for callers waiting for calling group agents.
  • Page 159 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Secondary Announcements Not Playing as Programmed To analyze a problem with secondary announcements, follow these preliminary steps: The Calls-In-Queue Alarm Threshold setting should determine when an alarm is signalled.
  • Page 160 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Secondary Announcements Not Playing as Programmed Possible Cause 1: The announcement interval may be too short or the secondary announcement may be too long. What to do: Check the number of callers waiting when the alarm goes off, as well as the delay interval and the length of the secondary announcement.
  • Page 161 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Secondary Announcements Not Playing as Programmed Possible Cause 3: The secondary announcement is set to repeat, and too many callers are waiting to hear the repeated announcement. What to do: Set the repeat option for the secondary announcement to off.
  • Page 162 MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System Secondary Announcements Not Playing as Programmed Possible Cause 6: The calling group is set to use the Prompt-Based Overflow setting that allows callers to dial # in response to a delay announcement, so that they can be connected to a voice mail system or other overflow receiver.

  • Page 163: On 016 Mlx Module, Ports 1-8 Work, But Ports 9-16 Do Not

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System On 016 MLX Module, Ports 1–8 Work, but Ports 9–16 Do Not On 016 MLX Module, Ports 1–8 Work, but Ports 9–16 Do Not In Release 7.0 and later, the 016 MLX module requires a CKE4 or later processor module.

  • Page 164: Other Or Unresolved Problems

    MERLIN LEGEND Communications System R7.0 Issue 1 System Manager’s Quick Reference 555-670-119 April 1999 Troubleshooting the System 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 Lucent Technologies Helpline at 1-800-628-2888 for further assistance (consultation charges may apply).
  • Page 165 We’d like your opinion ... Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us improve our documentation. ® MERLIN LEGEND Communications System Release 7.0 System Manager’s Quick Reference Issue 1, April 1999 555-670-119, Comcode 108370321 1.

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