AT&T Merlin Legend MLX-20L User manual

555-620-130
Issue 1
October 1992
MERLIN LEGEND 
Communications System
Calling Group Supervisor’s Guide

Copyright © 1992 AT&T AT&T 555-620-130
All Rights Reserved
Issue 1
Printed in U.S.A. October 1992
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 Ies Iimites applicables aux appareils numériques de la class A
prescrites dans Ie Réglement sur Ie brouillage radioélectrique édicté par
Ie ministére des Communications du Canada.
Trademarks
Magic On Hold and MERLIN are registered trademarks and MERLIN
LEGEND, MLX-10, MLX-10D, MLX-20L, and MLX-28D are trademarks of
AT&T in the U.S. and other countries.
Mirage, StarSet, Supra, and Supra NC are registered trademarks of
Plantronics, Inc.

Contents
About This Guide
1
■
Conventions
2
■Commenting on this Guide
3
1
Calling Group Overview
1-1
2
About Your Calling Group
■
■
■
■
■
Supersvisor Telephones
Calling Group Supervisor Telephones
BIS-22DTelephone
BIS-34DTelephone
MERLIN II System Display Console
MLX-28DTelephone
2-1
2-2
2-3
2-4
2-5
2-6
Contents
i

Contents
About Your Calling Group
■Supervisor Telephones (continued)
MLX-20L Telephone with Direct Station
Selector (DSS)
Telephone Accessories
■
■
■
Buttons
Programming a Telephone
2-7
2-8
2-10
2-20
3
■
■
■
■
ii
Features
3-1
Auto Login and Auto Logout
3-2
Calling Group Message Receiver
3-3
Call Queues
3-4
Calling Group Hunt Type
3-8
Contents

Contents
4Calling Group Supervisor
■
■
■
■
Activities
4-1
Entering and Exiting Supervisor Mode
4-2
Monitoring Calls in Queue
4-4
Monitoring Agent Status
4-6
Changing Agent Status
4-10
5
Calling Group Agent
Activities
5-1
■
■
■
Answering a Calling Group Call
5-2
Signing In and Out of the Calling Group
5-3
Using a Headset
5-5
Contents iii

Contents
A
Calling Group Feature Codes
A-1
B
Programming Codes
B-1
iv
Contents

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, electrical 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.
V

■
■
■
■
■
■
Do not use the telephone during electrical storms in
your immediate area. There is a remote risk of
electrical 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 telephone.
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 electrical 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 electrical shock when the
telephone is used.
Call your sales representative or authorized dealer
when service or repair work is needed.
SAVE THESE INSTRUCTIONS
vi

About This Guide
The MERLIN LEGEND
TM
Communications System supports
the use of calling groups to distribute a high volume of
incoming calls. A calling group consists of a number of
people (referred to as agents) who perform a similar job, such
as sales or customer service. This guide is for the supervisor
of a calling group.
a supervisor or agent and explains how these telephones are
programmed and used.
It describes the telephones used by either
For information on standard features available on your
telephone, or for instructions and codes specific to your
company, see your system manager. He or she is a co-worker
responsible for managing the system.
About This Guide
1

About This Guide
Conventions
The following typographical conventions are used in this
guide:
■Bold type is used for telephone buttons.
Press Hold.
■Italic type is used for emphasis and as a substitute for
information for which you must supply a specific value.
Dial feature code.
■
Constant width type is used for information on
telephone display screens.
Select Enter.
■
Bold constant width type indicates information
that you enter exactly as shown.
Dial
*760
■ A smaller italic font is used for additional information
provided after the step of a procedure:
The green light flashes.
2
Conventions