AT&T Merlin 1030 User manual

MERLIN
ATTENDANT’S GUIDE:
MODELS 1030 AND 3070
WITH FEATURE MODULE 1

MERLIN
™
COMMUNICATIONS SYSTEM
ATTENDANT’S GUIDE:
MODEL 1030 AND 3070
WITH FEATURE MODULE 1

Table of Contents
Page
Key to Symbols
Attendant Console for a Small System
Attendant Console for a Large System
Before You Start
Intercom Auto Dial
Shift Buttons
Answering Calls
Distinctive Ringing
Line Ringing Options
Call Coverage
Answering While on a Call — The Hold Feature
Transferring Calls
Transfer
Transfer with Voice Announcement
Screening Calls
Call Park with Loudspeaker Paging
Loudspeaker Paging
Send Message
Small Systems
Large Systems
Placing Calls
Intercom Calls with Voice Announcement
Intercom Calls with Ringing Signal
Outside Calls
Outside Auto Dial
Setting Up Conference Calls
Drop
Connecting Outside Callers to Outside Lines
3
4
5
6
6
7
8
8
8
9
9
10
10
10
11
11
12
13
13
13
14
14
14
14
14
15
15
15
Other Useful Features
Using the Speaker
On-Hook Dialing
Monitoring a Call on Hold
Group Listening
Headset Adapter
Night Service
Custom Features
Last Number Redial
Saved Number Redial
Privacy
Touch-Tone Enable
Programming Your Console
Assigning Custom Features to Buttons
Feature Programming Chart
Changing an Outside Auto Dial Number
Special Characters with Auto Dial
Automatic Line Selection
Programmable Line Ringing
Personalized Ringing
Voice Announcement Disable
Attendant Quick Reference Chart
Index
Page
16
16
16
16
16
16
16
17
17
17
17
17
18
18
19
20
20
20
21
21
21
22
23
2

Key To Symbols
The following symbols are used throughout this document to illustrate the steps for using your MERLIN communications system
attendant console. After you are familiar with the steps, the symbols should serve as a quick reminder. (Buttons are shaded and
labeled to look like the actual buttons on your console. A shaded light indicates that it is lit.)
Conference
Lift handset
10-20-30
Touch a Shift
button (large
systems only —
select the button
controlling the
group that in-
cludes the inter-
com number you
want)
Send Message
Don’t lift handset 555-1234
Intercom
Ring
Hang up your
(outside line)
handset
(intercom line)
Dial (an outside
number, intercom
or feature code)
Touch a
feature button
Touch a line
button
Joan
31
Touch an
Intercom Auto
Dial button (with
large systems,
your buttons have
only numbers on
them)
Slide the T/P
switch to the P
position
Return the T/P
switch to the
center position
Since each symbol represents one action, a sequence of two or more symbols illustrates a procedure. For example,
Intercom
Ring
means, lift your handset, touch the Intercom-Ring button, and dial the number.
3

Keep track of calls easily
with a separate button and
lights for each line:
●Red light indicates the
line you are on
●Green light indicates if
line is free, busy, or on
hold:
- Steady green = the line
is busy
- Fast flashing = you put
the call on hold
- Slower flashing =
someone else put the
call on hold
ATTENDANT CONSOLE
FOR A SMALL SYSTEM
Intercom Auto Dial buttons
help transfer calls quickly.
The lights beside each but-
ton tell you:
●Steady green = the per-
son is on a call
●Fast flashing green =
the person is calling you
●Steady red = the per-
son's message light is on
Transfer calls to people
either with or without a
voice announcement. Un-
answered calls return to you
automatically. (See p. 10.)
Touch Intercom-Voice to an-
nounce calls before you
transfer them or to give a
short message. Use
Intercom-Ring to have a
two-way conversation with
someone in your business.
(See p. 14.)
Use Hold to screen calls or
hold one call while you
answer another. (See p. 11.)
Program a button to give you
one-touch dialing for an out-
side number you call fre-
quently. (See p. 14.)
Set up Conference calls
that connect up to two out-
side and two inside lines at
once. (See p. 15.) Activate alerting devices
such as bells or lights, that
let people know a call has
come in when you are not
on duty. (See p. 16.)
Drop one line from a con-
ference call leaving other
lines connected. (See p. 15.)
The green light beside the
Message button goes on if
another attendant takes a
message for you.
Touch Send Message to
turn on the message light at
the voice terminal of the per-
son for whom you have a
message. (See p. 13.)
Touch Recall to disconnect
a call without hanging up
the handset. With Centrex or
PBX service, use Recall in-
stead of a switchhook flash.
Touch Speaker for on-hook
dialing, group listening, and
on-hook monitoring for the
other person's return when
you are put on hold.
(See p. 16.)
Program Cover buttons to
provide backup coverage for
another attendant, a per-
sonal line that does not
appear on your telephone,
or anyone who needs inter-
com and transferred calls
answered. (See p. 9.)
Program a Page button for
loudspeaker paging of up to
three separate areas of your
business. Use with the Call
Park feature to pass on a
call to someone whose exact
location you do not know.
(See p. 12.)
4

ATTENDANT CONSOLE
FOR A LARGE SYSTEM
The large attendant console provides the same features as the smaller console pictured on the opposite page,
but it gives you more line and Intercom Auto Dial buttons.
Line buttons. Any buttons you
don't need for a line can be
programmed with a custom
feature. (See p. 18.)
Intercom Auto Dial buttons.
The light beside each button
tells you:
●Steady green = the per-
son is on call
●Fast flashing green =
the person is calling you
Buttons in this column
represent intercom numbers
30-39 or 60-69. depending
on which Shift button you
touch.
Buttons in this column
represent intercom numbers
20-29 or 50-59, depending
on which Shift button you
touch.
Buttons in this column
represent intercom numbers
10-19, 40-49, or 70-79,
depending on which Shift
button you touch.
Touch this Shift button to
use Intercom Auto Dial but-
tons for intercom numbers
10-39, or to see if the green
lights show any of these tele-
phones are in use.
(See p. 7.)
Touch this Shift button to
use Intercom Auto Dial but-
tons for intercom numbers
40-69, or to see if the green
lights show any of these tele-
phones are in use.
(See p. 7.)
Use Message Status in
combination with shift but-
tons to see what telephones
have message lights turned
on:
● Steady green = the per-
son's messaqge light is on
(See p. 13.)
Touch this Shift button
use Intercom Auto Dial but-
tons for intercom numbers
70-79, or to see if the green
lights show any of these tele-
phones are in use.
(See p. 7.)
5

Before You Start...
As the system attendant or receptionist, it is your job to use the MERLIN
system in such a way that it works effectively for the people in your office.
This manual contains the information you need to use MERLIN system
features to your best advantage. Read the manual carefully before start-
ing to work at your console.
Two MERLIN system features used frequently in your work are the
Intercom Auto Dial buttons and the Shift buttons. It is essential that you
understand these features thoroughly in order to operate your system
efficiently.
INTERCOM AUTO DIAL
The Intercom Auto Dial feature lets you contact the people in your business
and helps you transfer calls to them quickly as well, simply by touching
a button instead of dialing a number. Each person’s voice terminal
( MERLIN system telephone ) has a unique intercom code, similar to an
extension number. Intercom codes, ranging from 10 through 29 if you have
a small system, or 10 through 79 if you have a large system, are
automatically assigned to the Intercom Auto Dial buttons on your console.
You should have a button for everyone in your office, or at least for every
person who receives calls frequently. (See page 19 for instructions on pro-
gramming Intercom Auto Dial buttons.)
Joan
31
The green light next to each intercom Auto Dial button gives you informa-
tion about the status of the line, so when a call comes in for someone,
you can tell whether or not that person is using the phone. If the green
light for a particular intercom number is lit, the line is busy. If the green
light flashes rapidly, the person is calling you on the intercom.
Joan
31
You can also use an Intercom Auto Dial button to signal someone briefly.
Leave the handset on the hook and touch the Intercom Auto Dial button
one or more times. Each time you touch the button, a “beep” sounds at
the other person’s voice terminal.
Joan
31
6

SHIFT BUTTONS (Large Systems Only)
The console for a large system has three Shift buttons that make it possi-
ble for you to attend as many as 70 voice terminals by using only the 30
intercom Auto Dial buttons on the console. When you touch one of the
Shift buttons, you change the intercom numbers assigned to each Intercom
Auto Dial button, Use the left Shift button to select intercom numbers 10
through 39, the center Shift button to select intercom numbers 40 through
69, and the right Shift button to select intercom numbers 70 through 79.
If you want to call a particular intercom number, you must first touch the
Shift button that provides access to the group of intercom numbers that
includes the one you want. For example, if you want to call intercom number
31, touch the left Shift button. The light next to the Shift button comes
on, and the Intercom Auto Dial buttons now represent intercom numbers
10 through 39. If intercom 31 or any other telephone in that group is busy,
the green light next to its Intercom Auto Dial button comes on. the con-
sole continues to display the line status for intercom numbers 10 through
39 until you shift to another group.
10-20-30
Important: Whenever you use the Intercom Auto Dial buttons on
a large system console, make sure the light is on next to the Shift
button that selects the intercom number you want to call.
7

Answering Calls
The MERLIN system makes it easy to answer calls. Even though you
may have many lines appearing on your voice terminal, you can readily
tell which line has the incoming call because the green light beside the
line button flashes on and off. Just lift your handset, and you are
automatically connected to the ringing line.
If two calls come in at once, the red light next to the line button tells you
which line you will get when you lift the handset. If you want to answer
the other line instead, select it manually by touching its line button. For
example, when someone in your company is expecting an important call
on a personal line and that line rings at the same time another line rings,
you will want to answer the personal line first.
555-1234
In addition to giving you line status lights and automatically selecting the
ringing line when you pick up the handset, the MERLIN system offers
a number of other features that help you answer calls.
DISTINCTIVE RINGING
Different ringing patterns indicate the origin of a call:
one long ring = outside
two short rings followed by one long ring = intercom
one short ring followed by one long ring = transferred
LINE RINGING OPTIONS
You can program any line to ring immediately, to ring only if a call has
not been answered elsewhere after three rings, or not to ring at all. Most
lines should be programmed to ring at your console immediately, but if
you need to answer calls on a line only when someone else doesn’t answer
them, program the line for delayed ringing. (See page 21 for instructions
on programming Line Ringing.)
If someone else is also responsible for answering calls when you are busy,
it may be advisable to program that person’s console for delayed ringing.
If you and one or more attendants are usually kept busy answering calls,
however all consoles should have all lines programmed to ring immediately.
8

CALL COVERAGE
The Call Coverage feature lets you answer intercom and transferred calls,
as well as calls for people who have personal lines that do not appear
on your console. You and the person you cover for must decide whether
the person’s calls should ring at your console immediately, after a delay,
or not at all. If you program a Cover button so the person’s calls don’t
ring at your console, you must rely on seeing the green light flash next
to the Cover button. (See page 18 for programming information.)
The Cover button is similar to a line button. If a line on your console rings
and the green light next to the Cover button flashes, lift the handset to
answer the call. If you’ve programmed the button so the calls to be covered
don’t ring (you’ll still see the green light flash), lift your handset and touch
Cover to answer.
ANSWERING WHILE ON A CALL – THE HOLD FEATURE
To answer a second call when you are already on a line, touch Hold (the
green light next to the held call’s line button flashes rapidly), and touch
the line button where the second call is ringing (the flashing green light
becomes steady). If you touch the line button where the second call is
ringing without touching Hold first, the original call will be disconnected.
Hold
Pause 555-1234
To return to the call you put on hold, simply touch its line button (the rapidly
flashing green light makes it clear which button to touch). Calls that other
people in your office have put on hold show on your console, too, but the
green light next to these lines flashes more slowly.
555-1234
9