AT&T MERLIN LEGEND Calling Group User manual

555-610-130
Issue 1
August 1991
MERLIN LEGEND
COMMUNICATIONS SYTEM
Calling Group Supervisor’s Guide

Copyright © 1991 AT&T
AT&T 555-610-130
All Rights Reserved
Issue 1
Printed in U.S.A.
August 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)
Electromagnetic Interference Information
This equipment has been tested and found to comply with the limits for a
Class A digital device, pursuant to Part 15 of the 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 to radio
communications. Operation of this equipment in a residential area is
likely to cause harmful interference, in which
case the user will be
required to correct the interference at his own expense.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio noise
emissions set out in the radio interference regulations of the Canadian
Department of Communications.
Le présent appareil numérique n’émet pas de bruits radioélectriques
dépassant les limites applicables aux appareils numériques de la classe
A prescrites dans le Règlement sur le brouillage radioélectrique édicté
par le ministére des Communications du Canada.
Trademarks
MLX-10, MLX-10D, MLX-20L, and MLX-28D are trademarks of AT&T.
Magic on Hold is a registered trademark of AT&T.
MERLIN is a registered trademark of AT&T.
MERLIN LEGEND is a trademark of AT&T

Contents
About This Book
■ Conventions Used
■ How to Comment on This Book
vii
viii
ix
1
Calling Group Overview
1-1
2 Calling Group Supervisor
Telephones
■
■
■
■
■
■
■
BIS-22D Telephone
BIS-34D Telephone
MERLIN II System Display Console
MLX-28D Telephone
MLX-20L Telephone with Direct
Station Selector (DSS)
Buttons on Your Phone
Programming Your Phone
and Agent Phones
2-1
2-2
2-3
2-4
2-5
2-6
2-7
2-17
Contents
i

Contents
3
Calling Group Features
3-1
■ Station Hunting
3-3
■ Call Queues
3-6
■ Auto Login and Auto Logout
3-10
■ Calling Group Message Receiver
3-11
4
Calling Group Supervisor Activities 4-1
■ Entering and Exiting Supervisor Mode
4-2
■ Monitoring Calls in Queue
4-4
■ Monitoring Agent Status
4-5
■ Changing Agent Status
4-8
ii Contents

Contents
5
Calling Group Agent Activities
5-1
■ Signing In and Out of the Calling Group 5-3
■ Answering Calling Group Calls
5-2
■ Using a Headset
5-5
A
Calling Group Feature Codes A-1
IG
Index/Glossary
IG-1
Contents
iii

iv

The exclamation point in an
equilateral triangle is intended to alert
the user to the presence of important
operating and maintenance
(servicing) instructions in the
literature accompanying the product.
IMPORTANT SAFETY INSTRUCTIONS
Always follow these basic safety precautions when using your
telephone equipment. These precautions reduce the risk of fire,
electric shock, and injury to you and damage to the equipment.
■ Read and understand all instructions.
■ Follow all warnings and instructions marked on or packed with
the telephone.
■ Do not use the telephone near water, as in a wet basement.
The telephone can be hazardous if immersed in water. To
avoid the possibility of electrical shock, do not use it when you
are wet. If you accidentally drop it into water, do not retrieve it
until you have first unplugged the line cord from the modular
wall jack. Do not plug the telephone back in until it has dried
thoroughly.
■ Do not use the telephone (other than a cordless-type
telephone) during electrical storms in your immediate area.
There is a remote risk of electric shock from lightning.
■ Unplug the telephone from the wall outlet before cleaning.
Use a damp cloth for cleaning. Do not use liquid or aerosol
cleaners on the phone.
v

■ Never push objects of any kind into the telephone through
openings or slots. Never spill liquid of any kind on the
telephone.
■ Do not use the telephone near a gas leak. If you suspect a
gas leak, report it immediately, but use a telephone away from
the area in question. The telephone’s electrical contacts could
generate a tiny spark. While unlikely, it is possible that the
spark could ignite heavy concentrations of gas.
■ To reduce the risk of electric shock, do not disassemble the
telephone. There are no user-serviceable parts inside.
Opening or removing covers may expose you to hazardous
voltages, and incorrect reassembly can cause electric shock
when the telephone is used.
■ Call your AT&T representative or authorized dealer when
service or repair work is needed.
■ Accessories include answering machines, alerts, modems,
and fax machines. To connect an accessory, you must first
have a
Multi-Function Module (MFM).
WARNING:
■ For your personal safety DO NOT install an MFM
yourself.
■ ONLY an authorized AT&T technician or dealer rep-
resentative shall install, set options, or repair an
MFM.
■ To eliminate the risk of personal injury due to electric
shock, DO NOT attempt to install or remove an
MFM
from your MLX telephone. Opening or removing the
module cover of your telephone may expose you to
dangerous voltages.
SAVE THESE INSTRUCTIONS
vi

About This Book
This book tells you how to supervise the use of phones in a
department that receives many calls, such as sales, service,
marketing, or technical support. It tells you which phones can
be used by supervisors and how to program them, and which
phones can be used by agents and how to program them. It
also tells you how supervisors and agents use the calling
group features on the phone.
To learn more about the other user features your phone offers,
see the user’s guide for that phone:
■ Analog Multiline Telephones User’s Guide
■ MLX-10D,™ MLX-28D,™ and MLX-20L™ Digital/SDN
Display Telephones User’s Guide
For the instructions and codes specific to your company, see
your system manager.
About This Book vii

About This Book
Conventions Used
The following typographic conventions are used in this book:
■
■
■
■
■
Buttons that you program (hand-labeled buttons) are
shown in bold italic type with initial capitals:
Press Available.
Buttons that are programmed at the factory (imprinted
buttons) are shown in bold Roman type with initial capitals:
Press Transfer.
Information that appears on MLX display phones is shown
in a type similar to that used in the display. Information as it
appears on a 2-line by 24-character display phone is
shown in brackets following the information as it appears
on a 7-line by 24-character display phone:
Select Ext Program[Ext Prog].
If a bracketed word is not shown, the information is the
same for the 7-line and 2-line display phones.
Important words are shown in bold type:
Use this button to make inside and outside calls.
Symbols or numbers that you enter using the dialpad are
shown in bold type:
Dial
* 760.
viii Conventions Used

About This Book
How to Comment on This
Book
We welcome your feedback on this book. Please use the
feedback form on the next page. If the form is missing, send
your comments to A. Sherwood, AT&T, 99 Jefferson Road,
Rm. # 2A25, Parsippany, NJ 07054.
How to Comment on This Book ix

Calling Group Overview
A calling group is a team of agents who handle the same
kinds of calls. These calls are usually not meant for a
particular agent and can be handled by any agent in the
group.
Your company may have as many as 32 calling groups with
up to 20 agents per group. An agent can be a member of only
one group, and the total number of agents cannot exceed
144—the maximum number of phones allowed in the
communications system.
Your phone can be programmed as an agent phone, so you
can take calling group calls, or your phone can be
programmed only to supervise agents. In addition, your phone
can be programmed for you to supervise more than one
calling group.
Calling Group Overview 1-1

Calling Group Overview
Both inside and outside calls can come in to a calling group.
Inside callers can reach the calling group on a single
extension. Outside callers dial a special published phone
number that bypasses the system operator and connects
directly to an available agent. The system operator and other
users can also transfer calls to a calling group.
Each agent’s phone has its own extension number so inside
callers can dial the agent directly. If your system has direct
inward dialing lines, outside callers can also dial individual
agents directly. Ask your system manager about direct inward
dialing lines.
When all agents in a calling group are unavailable, incoming
calls are placed in a holding area (a
queue) where the system
tracks the number of calls and the order in which they arrived.
Depending on your system, callers entering the queue may
hear a recorded announcement asking them to hold and wait
for the next available agent. While waiting in the queue, callers
may hear Music-on-Hold or ringing. As agents become
available, calls are distributed on a first-in, first-out basis.
1-2 Calling Group Overview

Calling Group Overview
Note: If you use equipment that rebroadcasts music or other
copyrighted materials, you may be required to obtain a
copyright license from and pay license fees to a third party
such as the American Society of Composers, Artists, and
Producers (ASCAP) or Broadcast Music Incorporated (BMI).
Or you can purchase a Magic
not require you to obtain such
authorized dealer.
on Hold® system, which does
a license, from AT&T or your
The availability of an agent to take calls is called the agent’s
“status.” Agents sign in when they are ready to take calls
(available status) and sign out when they finish with a call or
leave their phones for lunch or breaks (unavailable status).
Calling Group Overview 1-3

Calling Group Supervisor
Telephones
The phones that can be used to supervise calling groups are
shown on the next few pages. These phones are
■ Analog multiline telephones
■ BIS-22 phone with or without display
■ BIS-34 phone with or without display
■ MERLIN® II System Display Console with built-in direct
station selector (DSS)
■ Digital/ISDN (MLX) telephones
■ MLX-28D™ phone with or without DSS
■ MLX-20L™ phone with or without DSS
Calling Group Supervisor Telephones
2-1

Calling Group Supervisor Telephones
BIS-22D Telephone
2-2 BIS-22D Telephone

Calling Group Supervisor Telephones
BIS-34D Telephone
BIS-34D Telephone 2-3

Calling Group Supervisor Telephones
MERLIN II System Display
Console
2-4 MERLIN II System Display Console

Calling Group Supervisor Telephones
MLX-28D Telephone
MLX-28D Telephone 2-5

Calling Group Supervisor Telephones
MLX-20L Telephone with
Direct Station Selector
(DSS)
2-6 MLX-20L Telephone with Direct Station Selector (DSS)