AT&T MERLIN Attendant for MERLIN LEGEND Assembly instructions

555-600-711
Issue 1
October 1991
MERLINAttendant
for MERLIN LEGENDCommunications System
Installer’s Guide

Copyright© 1991 AT&T
All Rights Reserved
Printed in U.S.A.
AT&T 555-600-711
Issue 1
October 1991
Notice
Every effort was made to ensure that the information in this book was complete and
accurate at the time of printing. However, information is subject to change.
Federal Communications Commission (FCC) Interference Notice
This equipment has been tested and found to comply with the limits of a Class A
digital device, pursuant to Part 15 of FCC rules. These limits are designed to
provide reasonable protection against harmful interference when the equipment is
operated in a commercial environment. This equipment generates, uses, and can
radiate radio frequency energy and, if not installed and used in accordance with the
instruction manual, may cause harmful interference, in which case the user will have
to correct the interference at his or her own expense. For additional FCC
interference registration, and repair information, see the information located at the
back of this book.
Trademarks
MERLIN LEGEND and MLX-20L are trademarks of AT&T.
MERLIN is a registered trademark of AT&T.
Warranty
AT&T provides a limited warranty to this product. Refer to the “Limited Use
Software License Agreement” card provided with this package.
Ordering Information
The order number for this book is 555-600-711. To order additional books, call 1
800 432-6600 in the U.S. and 1 800 255-1242 in Canada. For more information on
how to order this and other system reference materials, see “About This Guide.”
Support Telephone Numbers
AT&T provides a toll-free customer helpline 24 hours a day. In the U.S. call the
AT&T Helpline at 1 800 628-2888 if you need assistance when installing,
programming, or using your system. In Canada call one of the following Technical
Assistance Centers for service or technical assistance:
Eastern Canada and Ottawa: 1 800 363-1882
Ontario: 1 800 387-4268
Central and Western Canada: 1 800 663-9817

Contents
About This Guide
■ Conventions
vii
■ Related Guides Viii
Chapter 1: Installation and
MERLIN LEGEND System
Programming
■ Overview
Key Features
Front Panel
Back Panel
■ Equipment and Location
Requirements
Number of MERLIN Attendants
Required
Location Requirements
■ System Programming Procedures
Setting Voice Messaging
System (VMS)/Automated
Attendant (AA) Options
Programming Call Distribution
Groups
Programming Night Service
Assigning Calling Group Type
■ Connecting the MERLIN Attendant
1-1
1-1
1-2
1-3
1-4
1-7
1-8
1-8
1-10
1-11
1-12
1-15
1-17
1-18
Contents i

Chapter 2: Programming
Features MERLIN Attendant
2-1
■
■
■
■
■
■
■
■
■
■
■
■
Completing the Planning Forms
Entering the MERLIN Attendant
Authorized Caller Mode
Setting the Clock
Setting the Business Days
Setting the Business Hours
Reallocating Announcement Times
Recording Announcements
Playing Back Announcements
Programming Supervised Transfer
Routes
Programming Blind Transfers
Programming Combined Routes/
Individual Changes
Changing Call Processing Options
2-1
2-2
2-3
2-4
2-5
2-6
2-8
2-10
2-10
2-12
2-13
2-14
Chapter 3: Testing and
Troubleshooting 3-1
■ Testing
3-1
Testing Supervised Transfer
Routes
3-1
Testing Blind Transfer Routes
3-2
Testing Extension Numbers
3-2
■ Troubleshooting 3-2
Out-of-Service Codes
3-3
Power Failures
3-4
Printing Reports
3-5
Setting the Baud Rate
3-5
Contents of a Traffic
Analysis Report
3-6
Connecting the Printer
3-7
ii
Contents

Printing Call Handling
Reports
Resetting the Counters
Printing Call Processing
Reports
■ Lost Authorized Caller Code
3-7
3-8
3-8
3-9
Index
Contents iii

Tables
Installation and MERLIN
LEGEND System
Programming
1-1 Meaning of Power and Battery
Lights
1-4
1-2 Meaning of Setup Switch
Settings
1-5
1-3 Basic Telephone Module Ports
Usage
1-7
1-4 Calls Per Hour Table
1-8
1-5 Incoming Lines Table
1-8
1-6 Switch Settings When
Operating Unit
1-20
Programming Features of the
MERLIN Attendant
2-1 Default Announcement Time
Allocations
2-7
2-2 Call Processing Options
2-16
Testing and Troubleshooting
3-1 Out-of-Service Codes
3-4
3-2 Pinout Assignment for the TI
700 Printer
3-7
iv
Tables

Figures
Installation and MERLIN
LEGEND System
Programming
1-1 Front View of the MERLIN
Attendant
1-2 Back View of the MERLIN
Attendant
1-3 Setup Switch Positions for
Installing Unit
1-4 Connecting the MERLIN
Attendants to the MERLIN
Legend Control Unit
1-3
1-4
1-19
1-21
Figures v

vi
Figures

About This Guide
This guide provides instructions about the installation and operation of the
MERLIN® Attendant for the MERLIN LEGEND
TM
Communications system. It is
intended for qualified technicians who install, maintain, and repair
communications systems and implementors who program the system.
Conventions
The following conventions are used throughout the instructions in this guide:
■ Keystrokes on the PC or telephone are shown as in the following
examples:
[Menu] means press the menu button on the MLX-20L
TM
display
telephone.
[F1] means press the F1 key on the PC.
#
means press the pound sign on the telephone.
❑
■ Menu selections on the MLX-20L display telephone are shown in the
following manner:
Enter means select Enter from the menu on the display.
Conventions
vii

About This Guide
Related Guides
The guides listed below are available to help setup, use, and maintain the
MERLIN Attendant in configuration with the MERLIN LEGEND system:
Additional copies of the related system guides listed below can be ordered
from the AT&T Customer Information Center (telephone numbers are listed on
the inside front cover of this book).
Guide Title
Order Number
MERLIN Attendant
System Manager’s Guide 555-600-710
Comcode
106431265
Planning Forms 555-600-712
MERLIN LEGEND
System Programming Guide
PBX System Planning
PBX System Planning Forms
Key System Planning
Key System Planning Forms
555-610-111
555-610-113
555-610-117
555-610-112
555-610-116
Viii Related Guides

Installation and
MERLIN LEGEND
System Programming 1
Overview
The MERLIN Attendant answers incoming calls on designated lines with a
prerecorded message and directs callers to the appropriate extension in the
MERLIN LEGEND Communications System. This equipment can provide the
following services:
reduce the workload of the receptionist
help to ensure incoming calls are answered during peak calling
periods
answer incoming calls after hours and on holidays and weekends
CAUTION:
The MERLIN Attendant only operates with the MERLIN LEGEND system
and a 517C13 Basic Telephone (012) Module.
Overview 1-1

Installation and MERLIN LEGEND System Programming
Key Features
Some of the key features of the MERLIN Attendant are as follows:
■
■
■
■
■
■
■
Security Code
The authorized caller code that must be entered before changing any
programmable features to protect recorded announcements and other
programming from being changed by unauthorized personnel.
Remote Programmability
Features, including recorded announcements, can be programmed
from a Touch-Tone phone either on-site or from a remote location.
Day/Night/Transfer Announcements
Specific greetings can be played to callers in response to the time of
day or the status of the call.
System Clock/Weekly Calendar
The internal clock and calendar can track business hours and days of
operation to allow the appropriate announcement to be played to
callers.
Call Supervision
The MERLIN Attendant can supervise calls and monitor the progress of
calls.
Alternate Routing
When the first requested extension is unavailable, callers can be
transferred automatically to a secondary extension.
Battery Backup
Routing plans and programming changes can be saved up to eight
weeks following a power outage, provided the battery is fully charged.
Recorded announcements can be saved up to three hours under the
same conditions.
1-2
Overview

Installation and MERLIN LEGEND System Programming
Front Panel
There are three lights on the front panel as shown in Figure 1-1.
MERLIN® Attendant
Lights when
Lights when ac
MERLIN
power is on
Attendant
battery
answers and
power
talking
monitors calls
Blinking light indicates Steady light indicates
a problem. See
battery is fully charged
‘Troubleshooting” (when power light is on)
Light off when battery
is not fully charged
Figure 1-1 Front View of the MERLIN Attendant
The lights indicate the following:
■ power
MERLIN Attendant is connected to a power source when this light is on.
■ battery
Table 1-1 describes the meaning of the different light combinations
when ac power is connected.
■ talking
This light is on whenever the MERLIN Attendant answers and monitors
a call.
Overview 1-3

Installation and MERLIN LEGEND System Programming
Table 1-1 Meaning of Power and Battery Lights
Power Battery
Description
Light Light
On Off Battery charging
On On Battery fully charged
Off On Unit operating on battery power
OffOff Unit not operating; refer to “Troubleshooting”
On Blinking Out of Service code; refer to “Troubleshooting”
The connectors and four setup switches on the back panel are shown in
Figure 1-2.
Figure 1-2 Back View of the MERLIN Attendant
1-4 Overview

Installation and MERLIN LEGEND System Programming
The purpose of the connectors and switches are as follows:
■
■
reset
This recessed button resets the MERLIN Attendant. See
“Troubleshooting” for details.
setup switches
There are four setup switches. Switches 1, 2, and 3 control the MERLIN
Attendant response to a power outage as shown in Table 1-2; switch 4
is not used.
Table 1-2 Meaning of Setup Switch Settings
Switch
On (Down)
1Recorded announcements are
retained during a power outage
2Routes and other programming
parameters are retained during a
power outage
3The MERLIN Attendant
continues to answer calls during
a power outage
4Not Used
Off (Up)
Recorded announcements are
erased during a power outage
Routes and other
programming parameters are
reset to defaults during a
power outage
The MERLIN Attendant does
not answer calls during a
power outage
Not Used
CAUTION:
After connecting ac power to the MERLIN Attendant, be sure that
switches 1 and 2 are on (down) and switches 3 and 4 are off (up). With
this setting, recorded announcements are saved up to three hours
during a power outage (assuming the battery is fully charged) and
routing plans and programming parameters are retained up to eight
weeks.
Overview 1-5

Installation and MERLIN LEGEND System Programming
■ 10V AC
The power connector.
■ serial i/o
Connects the attendant to a printer during diagnostic tests.
■ audio out
Not used.
■ reserved
Not used.
■ to line
Connects the attendant with the Basic Telephone (012) Module on the
MERLIN LEGEND system control unit.
1-6
Overview

Installation and MERLIN LEGEND System Programming
Equipment and Location Requirements
The following equipment is supplied with the MERLIN Attendant:
■ power cord with transformer
■ 8-foot, 6-wire modular phone cord
■ mounting plate
■ System Manager’s Guide
Also required, but not supplied, is a 517C13 Basic Telephone (012) Module
housed in a MERLIN LEGEND system control unit. Up to four MERLIN
Attendants can be connected to the module.
When the maximum of four MERLIN Attendants is connected to the module,
only two basic telephones intended for call handling should be connected to
any of the remaining eight ports. However, when programming MERLIN
Attendant features, you can connect a basic Touch-Tone telephone to one of
the remaining eight ports to perform the programming procedures.
NOTE:
If a 400 w/dtmf module is present in the system, basic telephones maybe
connected to all available ports on the Basic Telephone (012) Module.
Table 1-3 shows the number of single-line sets that can be supported on one
BTM:
Table 1-3 Basic Telephone Module Ports Usage
No. of MERLIN Attendants Additional Single-Line Sets
4
2*
3 3*
23*
14*
* Plus one single line set for MERLIN Attendant programming only
Equipment and Location Requirements 1-7

Installation and MERLIN LEGEND System Programming
Number of MERLIN Attendants Required
If a customer is using the MERLIN Attendant only for backup call handling or
night service, only one MERLIN Attendant is required unless call volume is
heavy, as shown in Table 1-4. When call traffic is heavy, the number of
MERLIN Attendants required at a site depends on the number of calls the
customer receives during peak hours. Refer to Table 1-4 to determine how
many MERLIN Attendants are required.
Table 1-4 Calls Per Hour Table
Calls Number of
Per Hour
Units Needed
252
25 - 50 3
50 - 100 4
If the customer does not know the number of calls the business gets during
peak hours, you can estimate how many MERLIN Attendants are required by
asking the customer how many incoming lines the business has. Then refer to
Table 1-5 to determine the number of MERLIN Attendants required.
Table 1-5 Incoming Lines Table
Number Number of
of Lines Units Needed
6 or fewer 2
7-93
10 - 12 4
Location Requirements
The MERLIN Attendant is designed to be connected to a Basic (012)
Telephone Module of the MERLIN LEGEND System control unit. It is not
1-8 Equipment and Location Requirements

Installation and MERLIN LEGEND System Programming
intended to be connected directly to the network. The location for the MERLIN
Attendant must meet the following criteria:
■ Within 5 feet of a properly grounded ac power source that is not
controlled by a switch.
NOTE:
If possible, the MERLIN Attendant should share the same power source
with the MERLIN LEGEND system control unit. This is required when
the MERLIN LEGEND system control unit is connected to an
Uninterruptible Power Supply (UPS).
■ Not more than 10 feet away from the MERLIN LEGEND system control
unit. If the MERLIN Attendant is located more than 10 feet from the
control unit, the MERLIN Attendant may drop some calls.
■ A sufficient distance away from a heating or cooling source to prevent
exposure to temperatures beyond 32°F to 104°F (0°C to 40°C).
Equipment and Location Requirements 1-9

Installation and MERLIN LEGEND System Programming
System Programming Procedures
Use the programming procedures on the following pages to configure the
MERLIN LEGEND system for the MERLIN Attendant(s). These procedures
must be completed before you install the MERLIN Attendant.
Check with the MERLIN LEGEND System Manager to ensure the following
tasks have been performed:
■ the lines assigned to the MERLIN Attendant(s) are programmed
■ the lines are assigned to pools
■ the extensions have numbers assigned
You should also ask the customer which lines are being answered by the
MERLIN Attendant, including backup call handling and Night Service.
NOTE 1:
The MERLIN Attendant cannot be used with systems configured for
behind-switch mode. Use either the hybrid PBX mode or the key mode.
NOTE 2:
The MERLIN Attendant cannot be used with any voice-mail systems.
If you are installing more than one MERLIN Attendant to answer the same lines
or line pools, you need to assign them to the same Call Distribution Group to
prevent call contention between the units.
Perform all the appropriate programming procedures from a personal
computer (PC) or MLX-20L. The programming procedures which follow
provide side-by-side instructions for both cases. Refer to the MERLIN
LEGEND System Programming Guide for more information on these
procedures.
1-10
System Programming Procedures