AT&T Merlin 1030 User manual

AT&T
MERLIN
COMMUNICATIONS SYSTEM
ATTENDANT’S GUIDE:
MODELS 1030 AND 3070
WITH FEATURE MODULE 3

Table of Contents
Page
Page
Getting Started
Three Groups of Callers
Your Console
Small Attendant Console (illustration)
Large Attendant Console (illustration)
Small Console
Large Console
The Recall Button
Programming Custom Features
Key to Symbols
Answering Calls
Answering While on a Call—The Hold Feature
Call Pickup
Programmable Line Ringing
Voice Announcement Disable
Covering Calls
Call Coverage
Transferring Calls
Loudspeaker Page
Programming Loudspeaker Page Buttons
Turning on Message Lights
Using Line Buttons
Using Auto Intercom Buttons
Small Console
Large Console
Placing Calls
Intercom Calls
Intercom Calls with Voice Announcement
Intercom Calls with Ringing Signal
3
3
3
4
5
6
6
7
8
9
10
11
12
12
13
14
14
15
16
16
17
17
17
17
18
19
19
19
19
PBX/Centrex Calls
Outside Calls
Automatic Line Selection
Outside Auto Dial
Special Characters in Outside Auto Dial Sequences
Setting Up Conference Calls
Using Drop with Conference Calls
Programmable Intercom Conference
Intercom Drop
Connecting Outside Callers to Outside Lines
Other Useful Features
Using the Speaker
On-Hook Dialing
Monitor-on-Hold
Group Listening
Headset Adapter
Personalized Ringing
Manual Signaling
Auto Answer-Outside
Auto Answer-Intercom
Last Number Redial
Saved Number Redial
Privacy
Do Not Disturb
Touch-Tone Enable
Ring Option Override
Feature Programming Chart
Attendant’s Quick Reference
Index
20
20
21
21
22
23
23
24
25
25
26
26
26
26
26
26
27
27
28
28
29
29
30
30
31
31
32
34
39

Getting Started
With your attendant console, you can use both MERLIN™ system
features and PBX/Centrex features to handle calls in your office efficiently,
This attendant’s guide describes how to program your console with con-
venient features and how to use it to best advantage. Keep this guide and
your PBX/Centrex user’s guide handy for quick reference.
THREE GROUPS OF CALLERS
As an attendant you work with three different groups of callers:
●
●
●
People (including yourself) connected to your MERLIN system and
to your PBX/Centrex
People in your business connected to your PBX/Centrex but not to
your MERLIN system
People outside your business
You and other people in your MERLIN system can call each other by
using 2-digit intercom numbers or PBX/Centrex extension numbers. If you
just need to talk to the person, use the intercom number to keep the
PBX/Centrex lines free for incoming calls. However, if you may have to
transfer that call or use a PBX/Centrex feature, you must dial the person’s
PBX/Centrex extension number.
Dial PBX/Centrex extension numbers to reach people in your business
who are not connected to the MERLIN system. They must dial your
PBX/Centrex extension number to reach you.
YOUR CONSOLE
You may have a small attendant console or a large one. The large atten-
dant console has 30 additional buttons that can be programmed with
features. The two consoles do not operate in exactly the same way.
Familiarize yourself with your console and its capabilities by referring to
the illustration on page 4 (small console) or 5 (large console). Explana-
tions of some essential features of each console and instructions for pro-
gramming custom features follow the illustrations.
3

Small Attendant Console
Touch Intercom-Voice or
Intercom-Ring to contact
others in your MERLIN
system.
Slide the T/P switch to test or
program your console.
Use Conference, Drop,
Transfer, and Hold to han-
dle calls efficiently.
Use the volume control to
adjust speaker and ringer.
Check the green light by the
Message button to see if
you have a message
waiting.
Use line buttons to place
and receive outside and
PBX/Centrex calls. Program
Auto Intercom or custom
features on extra buttons.
Touch
Extension and the
appropriate line button to
place a PBX/Centrex call to
someone connected to your
MERLIN system.
Touch Send Message to
turn on the Message light at
a MERLIN system voice
terminal.
Touch Speaker for On-Hook
Dialing, Group Listening,
and Monitor-on-Hold.
Use Recall instead of a
switchhook flash when ac-
cessing
PBX/Centrex
features. Touch
Recall to
disconnect an intercom call
without hanging up the
handset.
4

Large Attendant Console
Refer to the small console
on the opposite page for in-
formation on this part of the
large console.
Each feature button has
three color bands. Use Auto
Intercom (preprogrammed
on all of the blue and 20 of
the white bands) to contact
people in your MERLIN
system. Program the re-
maining white and gray
bands with custom features.
Use these numbers to find
the horizontal row for each
intercom number. The 0 in-
dicates the row for intercom
numbers whose second
digit is 0 (10, 20,30,40, etc.).
The 1 indicates intercom
numbers ending in 1 (11, 21,
31, etc.), and so on.
Touch a Shift button to select
the blue, white, or gray band
on a feature button.
Use
Message Status with
the Shift buttons to see
which voice terminals have
Message lights turned on.
5

Small Console
Although you can program extra line buttons with any MERLIN system
feature, you will probably want to program them with the Auto Intercom
feature. (See page 32 for programming instructions.)
Auto Intercom enables you to call someone in your MERLIN system by
touching the Auto Intercom button for that person instead of dialing a
2-digit intercom number.
IMPORTANT: When an instruction step in this guide tells you to touch an
Auto Intercom button that you haven’t programmed, you can dial an in-
tercom number instead.
Each Auto Intercom button has a green light and a red light beside it. The
green light tells you the line status of the voice terminal:
Green light on =the person is busy on
a call
Green light flashing rapidly =the person is calling
you on the intercom
Green light off =the voice terminal is
not in use
This information is useful if a call comes in for a person and you want to
know if the person is using the voice terminal. The red light next to an Auto
Intercom button tells you whether or not the person’s Message light is on.
Large Console
Each of the 30 programmable feature buttons on the right side of the large
console can represent three features—one in the blue band, one in the
white band, and one in the gray band on each button. The three Shift but-
tons below the feature buttons let you select the particular color band on
which the feature you want to use appears. Use the 10-20-30 Shift but-
ton to select features on the blue band. Use the 40-50-60 Shift button to
select features on the white band. Use the 70-80-90 Shift button to select
features on the gray band.
To use a feature:
●
●
Touch the Shift button that selects the color band on which the feature
appears.
The green light comes on beside the Shift button.
Touch the feature button.
6

You can program a custom feature onto the gray band on each feature
button. When programming features, be sure to label the buttons on the
appropriate color band. (For information on programming, see page 32.)
You can also program a custom feature onto the blue or white band of any
feature button if the band is not preprogrammed for Auto Intercom.
However, most of the blue and white bands are preprogrammed as Auto
Intercom buttons for everyone in your MERLIN system.
With the Auto Intercom feature, you can call someone in your MERLIN
system by touching the Auto Intercom button for that person instead of
dialing a 2-digit intercom number. The green light beside each Auto In-
tercom button tells you the line status of the voice terminal:
Green light on
Green light flashing rapidly
Green light off
=
=
=
the person is busy on
a call
the person is calling
you on the intercom
the voice terminal is
not in use
This information is useful if a call comes in for someone and you want to
know if the person is using the voice terminal. The green lights beside
the Auto Intercom buttons also give you information about people’s
Message lights. If you touch a Shift button and Message Status and the
light is on next to an Auto Intercom button, that person’s Message light
is on. (For more information, see “Turning on Message Lights,” page 17.)
THE RECALL BUTTON
The Recall button is important because it takes the place of a switchhook
flash (a brief press of the switchhook). When you want to use a PBX/Cen-
trex feature that requires a switchhook flash, touch
Recall instead. In the
MERLIN system, pressing the switchhook disconnects a call.
Recall
7

PROGRAMMING CUSTOM FEATURES
Some features, such as Transfer, Hold, and Speaker, are already pro-
grammed and labeled on your console, and you cannot change them.
Custom features, though, are ones you select and program yourself. On
the small console, you can program custom features on extra line buttons.
On the large console, you can program features on extra line buttons as
well as on available feature buttons. You can program a feature on any
Last Number
Saved Number
color band not used for Auto Intercom.
The basic programming procedure is: Privacy
●
●
●
●
●
●
●
Label the button(s) you want to program.
Slide the T/P (Test/Program) switch, located on the left side of your
console, to the P (Program) position.
Your console rings every 5 seconds to remind you that you are programming
and that you cannot place or receive calls.
If you are programming a feature button on the right side of the large
console, touch the Shift button that selects the color band on which
you want the feature to appear.
Touch the first button to be programmed.
Dial the feature’s programming code and additional numbers or
special characters (if required). If you make a mistake, touch the but-
ton again and reenter the code.
If you want to program other buttons, repeat the previous three steps.
Slide the T/P switch to the center position.
When you must program a feature before you can use it, abbreviated pro-
gramming instructions precede instructions for using the feature. An ex-
ample of an abbreviated programming instruction is:
To Program:
● T/P to P ● Touch the button ● Dial * 4 + intercom
number of person you want to cover
● T/P to center
The Feature Programming Chart, page 32, is a quick reference for pro-
gramming features.
8

Key to Symbols
This guide uses the following symbols to illustrate how to use your MERLIN system attendant console. After you are familiar with your
console, the symbols should serve as quick reminders.
Lift your handset.
10 Tom
40 Pat
NJ Office
large console
Touch an Auto Inter-
com button.
12 Susan
Hang up your
handset.
Dial a number.
(This can be an out-
side number, an in-
tercom number, or a
PBX/Centrex feature
code.)
small console
Conference
Touch a button.
(The symbols for but-
tons are shaded and
555-1234
labeled to look like
the buttons on your
console.)
10-20-30
Don’t lift your
handset.
Touch a Shift
button.
(For large consoles
only. Select the but-
ton controlling the
group that includes
the intercom number
you want.)
Each symbol represents one action. A sequence of two or more symbols illustrates an entire procedure. For example,
Conference 555-1234
++
means touch Conference, touch a line button, and dial a number.
The Attendant’s Quick Reference, page 34, is a brief guide to using features.
9

Answering Calls
When a call rings at your console, the red light goes on next to the line
button for the call and the green light next to the line button flashes.
To answer the call:
●Lift the handset.
You are automatically connected to the call.
If two calls come in at once, the green lights flash beside both line but-
tons, but the red light goes on beside the line you get when you lift the
handset. To answer the other call first, touch its line button before lifting
your handset.
You can tell what kind of call you’re receiving by the sound of the ring.
The ringing patterns listed below are the most common ones; however,
they may vary depending on your PBX/Centrex.
MERLIN system intercom call
PBX/Centrex call
PBX/Centrex special or priority calls
Outside call
=one short ring
=one long ring
=two short and
one long ring
=one short and
one long ring
TIP: You can make your console’s ring easy to distinguish from others
by programming it with a different ringing pattern. However, you can still
distinguish the different types of calls listed above. (See “Personalized
Ringing,” page 27.)
10

ANSWERING WHILE ON A CALL—THE HOLD FEATURE
When you are busy on one line, another call may come in on that line or
on another line.
To answer a second call that comes in on another line:
●
●
●
●
Touch Hold.
The green light next to the held call’s line button flashes rapidly.
Touch the line button where the second call is ringing.
The flashing green light next to that line button becomes steady.
Hold
+
555-1234
Pause
lMPORTANT: If you touch the line button where the second call is
ringing before you touch Hold, you disconnect the original call.
To return to the original call:
Touch the line button next to the rapidly flashing green light.
555-1234
Calls that other people in your system put on hold show on your console,
too, but the green lights next to these line buttons flash more slowly than
they do for calls you put on hold.
To answer a second call when you hear a Call Waiting signal on the line
you are using:
Refer to your PBX/Centrex user’s guide for instructions.
IMPORTANT: If your PBX/Centrex requires you to press the switchhook
to put a call on hold, touch Recall instead.
11

CALL PICKUP
The Call Pickup feature lets you answer calls for someone whose line does
not appear on your console. This feature is useful if you occasionally
answer calls for someone whose voice terminal is nearby. The system ad-
ministrator determines who can pick up calls for whom.
To answer a call for someone in the MERLIN system from your console:
●
●
●
●
●
Touch Intercom-Ring or Intercom-Voice.
Lift the handset.
Dial * 7.
Dial the ringing voice terminal’s intercom number.
Intercom
Ring
+++
*7intercom
number
To answer a call for someone in your business who is not part of your
MERLIN system:
Use the PBX/Centrex Call Pickup feature.
PROGRAMMABLE LINE RINGING
You can program any outside line to ring immediately at your console, to
ring after a delay, or not to ring at all. If you are responsible for answering
calls first, you should program most lines to ring immediately at your con-
sole. However, delayed ringing is useful for backup coverage. For exam-
ple, if you must answer calls on a line only when someone else does not
answer them, program the line for delayed ringing.
If another attendant is responsible for answering calls when you are busy
or not at your desk, it may be advisable to program the lines on that per-
son’s console for delayed ringing. If you and one or more attendants are
usually kept busy answering calls, however, program all lines to ring
immediately.
To program line ringing:
●
●
●
Slide the T/P switch to the P position.
Touch the line button successively until the red light indicates the
type of ringing you want.
Red light on =immediate ring
Red light flashing =delayed ring
Red light off =no ring
Slide the T/P switch to the center position.
NOTE: This programming does not affect intercom calls, which always
ring immediately at your voice terminal.
12

VOICE ANNOUNCEMENT DISABLE
Ordinarily, people can announce calls through your voice terminal
speaker when they call you on the intercom. However, you can prevent
voice announcements and have all intercom calls ring instead.
To program Voice Announcement Disable:
●
●
●
Slide the T/P switch to the P position.
Touch Intercom-Voice.
Green light on =voice announcement allowed
Green light off =voice announcement prevented
Slide the T/P switch to the center position.
13

Covering Calls
CALL COVERAGE
To Program:
● T/P to P ● Touch the button ● Dial * 4 + intercom
number of person you want to cover
● T/P to center
With Programmable Line Ringing (see page 12), you can cover only those
PBX/Centrex and outside calls that ring on lines that appear on your con-
sole. The Call Coverage feature lets you cover all ringing calls for a per-
son regardless of whether you share lines. You can cover up to five voice
terminals. The system administrator determines who can cover for whom.
When you receive a call for a person you’re covering, your console rings,
the red light moves to the Cover button, and the green light flashes. To
answer the call:
●
●
●
Lift the handset.
You are automatically connected to the call.
If you program the covered line not to ring, however, you have to rely on
the green light that flashes next to the Cover button to let you know when
a call comes in. To answer the call:
Touch Cover.
Lift the handset.
IMPORTANT: If you have a large console, do not program the Call
Coverage feature on buttons that do not have red lights. For proper opera-
tion, a Cover button requires red and green lights to indicate line status.
14

Transferring Calls
After you answer a call, you may have to transfer it. You can transfer calls
to people connected to your MERLIN system or to your PBX/Centrex.
To transfer a call to someone in your MERLIN system or in your
PBX/Centrex:
●
●
●
Touch Transfer and wait for “stutter” dial tone.
The call goes on hold.
Dial the person’s PBX/Centrex extension number (or touch the per-
son’s line button).
Transfer
++
PBX/Centrex
extension
When the person answers, announce the call and hang up.
The call goes off hold and transfers to the person’s voice terminal.
IMPORTANT: Your PBX/Centrex may require a different procedure. If this
one does not work, use the one in your PBX/Centrex user’s guide.
If the line is busy or no one answers:
Follow the instructions in your PBX/Centrex user’s guide for retriev-
ing a transferred call.
To screen a call before you transfer it:
Follow the instructions in your PBX/Centrex user’s guide.
●
●
15

Loudspeaker Page
Your MERLIN system allows you to make announcements in up to three
separate zones through an optional loudspeaker paging system.
If your loudspeaker paging system is connected to the MERLIN system:
Touch Intercom-Voice or Intercom-Ring.
Lift your handset.
Dial one of the Loudspeaker Page codes listed below.
80 for all zones
81 zone 1
82 zone 2
83 zone 3
Make your announcement by speaking through your handset.
Intercom
Voice
++page
code
If your loudspeaker paging system is connected to the PBX/Centrex:
●
●
●
●
●Follow the instructions in the PBX/Centrex user’s guide.
PROGRAMMING LOUDSPEAKER PAGE BUTTONS
To Program: ● T/P to P ● Touch the button ● Dial * 91 +
Loudspeaker Page code ● T/P to center
You may program a button for each of the paging zones (Page-All,
Page 1, and so on), so you touch only one button instead of touching an
Intercom button and then dialing a code. The page codes for program-
ming are listed above in the Loudspeaker Page procedure.
16

Turning on Message Lights
When you take messages for people in the MERLIN system, turn on the
Message lights at their voice terminals so they know to call you for their
messages.
You can use line or Auto Intercom buttons to turn on a person’s Message
light. An Auto Intercom button has a message status light beside it that
comes on when a person’s Message light is on. A line button does not,
so you do not know if the person’s Message light is on. Only the person
with the message can turn off the Message light.
USING LINE BUTTONS
To turn on a person’s Message light:
Touch Send Message.
Touch the line button for that person.
●
●
●
●
Send Message 555-1234
USING AUTO INTERCOM BUTTONS
This procedure varies for small and large consoles.
Small Console
Auto Intercom buttons on the small console have red message status
lights that come on when a person’s Message light is on.
If the red light beside the person’s button is off:
Touch Send Message.
Touch the Auto Intercom button for that person.
The red light next to the Auto Intercorn button comes on to tell you that the
person’s Message light is on.
Send Message
+
+
12 Susan
17

Large Console
When you are in Message Status mode, the green lights next to the Auto
Intercom buttons show message status and not line status. If the green
light beside a person’s Auto Intercom button is on, the Message light is
on at that person’s voice terminal.
To enter Message Status mode:
Touch Message Status.
Green lights come on beside Message Status and beside the Auto Inter-
com buttons of people whose Message lights are on.
Touch the appropriate Shift button.
10-20-30
Message Status
+
+
If the green light beside the person’s Auto Intercom button is off:
Touch Send Message.
Touch the Auto Intercom button for that person.
A green light comes on beside the button.
Send Message 10 Tom
40 Pat
NJ Office
When the green light is on (whether you turned it on or it was already on):
●
●
●
●
●
Touch Message Status again.
You are out of the Message Status mode and the lights beside Auto Intercom
buttons now tell you the line status of each voice terminal.
Message Status
Keep in mind that when the green light next to Message Status is on, you
can see which voice terminals have Message lights on. When the green
light next to Message Status is off, you can determine which voice ter-
minals are busy.
IMPORTANT: The PBX message center cannot turn on the Message light
on a MERLIN system voice terminal.
18

Placing Calls
INTERCOM CALLS
By using 2-digit intercom numbers to call others in your MERLIN system,
you keep your PBX/Centrex lines free for incoming calls. If you just need
to make a simple call to someone, it is best to use an intercom number.
However, if you think you may want to do something further with the call,
such as transfer it, you must use the person’s PBX/Centrex extension
number instead. You can make two types of intercom calls: one with a
voice announcement and one with a ringing signal.
Intercom Calls with Voice Announcement
To announce your call through the voice terminal speaker:
Intercom
Voice
++
●
●
●
●
●
●
●
●
Touch Intercom-Voice.
Lift your handset.
Touch the appropriate Shift button (large console only).
Touch the Auto Intercom button for the person’s voice terminal.
When you hear the beep, speak into your handset.
10-20-30
+
10 Tom
40 Pat
NJ Office
large console only
Since intercom calls don’t interfere with existing outside calls, this feature
is useful when you need to inform someone of an urgent incoming call
and that person is on another line.
If you try to place an announced intercom call to a voice terminal that has
been programmed with Voice Announcement Disable, your call
automatically becomes a ringing intercom call.
Intercom Calls with Ringing Signal
Place a ringing intercom call when you want to have a two-way conver-
sation with someone in your MERLIN system.
To place a ringing intercom call:
Touch the appropriate Shift button (large console only).
Without lifting your handset, touch the Auto Intercom button for the
10-20-30
++
large console only
person’s voice terminal.
Your console speaker goes on, and you hear ringing.
When the person answers, lift your handset.
10 Tom
40 Pat
NJ Office +
If the red light next to Intercom-Voice is on, touch Intercom-Ring before
you touch the Auto Intercom button.
19

PBX/CENTREX CALLS
You can make PBX/Centrex extension calls to anyone connected to your
PBX/Centrex, including people in the MERLIN system.
●
●
●
●
●
●
●
●
To call someone in your PBX/Centrex system:
Lift your handset.
Dial the person’s PBX/Centrex extension number. +
PBX/Centrex
extension
Use this shortcut to call someone who is in your PBX/Centrex and your
MERLIN system:
Lift your handset.
Touch Extension.
Touch the person’s line button.
Extension
++
555-1234
Because a PBX/Centrex call ties up lines for outside calls, use it for peo-
ple connected to the
MERLIN system only when you have to transfer the
call.
OUTSIDE CALLS
To call someone who is not connected to your PBX/Centrex or MERLIN
system:
Lift your handset.
The MERLIN system automatically selects your line.
Dial an outside line access code (for example, 9).
Dial the outside number.
++
access
code outside
number
You can select a different line by touching the line button for the line you
want.
20