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

About This Guide
Commenting on this Guide
We welcome your feedback on this guide. 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.
Commenting on this Guide 3

Calling Group Overview
1
A calling group is a team of agents who handle the same
kinds of calls. Usually, these calls are not meant for any
particular agent and can be handled by anyone in the group.
Calling Group Capacity
Your system 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, which 16 the maximum number of telephones allowed in
the communications system.
Calling Group Overview 1-1

Calling Group Overview
Telephone Programming
Your telephone can be programmed as a supervisor
telephone only or as an agent telephone, enabling you to take
calling group calls. Your telephone can also be programmed
for you to supervise more than one calling group.
Calling Group Calls
Both inside and outside calls can come into a calling group.
Inside callers can reach the calling group on a single
extension. Outside callers dial a special published telephone
number that bypasses
directly to an available
users can also transfer
the system operator and connects
agent. The system operator and other
calls to a calling group.
Calling an Agent Directly
Each agent’s
inside callers telephone has its own extension number so
can dial the agent directly. If your system has
direct inward dialing (DID) lines, outside callers can also dial
individual agents directly. Ask your system manager about
DID lines.
Calling Group Overview
1-2

Calling Group Overview
Call Queue
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 queue, callers
may hear Music-on-Hold or ringing. As agents become
available, calls are distributed on a first-in, first-out basis.
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 On Hold® system
from an authorized dealer, which does not require you to
obtain such a license.
Agent Status
The availability of an agent to take calls is referred to as the
agent’s status. Agents sign in when they are ready to take
calls (Available status) and sign out when they leave their
telephones for lunch or breaks (Unavailable status).
Calling Group Overview 1-3

Calling Group Overview
Calling Group Features Summary
The following table summarizes the features that can be
programmed for a calling group.
Feature Description
Calling Group Hunt Type Distributes calls to agents in either a
circular or a linear order. Each agent
phone is assigned a position number
used by the system to track who
receives the next call.
Plays a recorded announcement to one
Delay
Announcement
Calls-in-Queue Alarm
1-4
caller at a time waiting in queue. Calling
groups can share an announcement
device.
Alerts supervisors and agents that the
programmed limit of calls in queue has
been reached or exceeded. May be an
external alert bell or strobe, or a lighted
feature button on a multiline telephone.
Calling Group Overview

Calling Group Overview
Feature
Overflow Coverage
Auto Logout
Auto Login
Calling Group Message
Receiver
Description
Sends calls to a designated calling
group or Queued Call Console (QCC)
operator when the programmed limit of
calls in queue is reached.
Changes the agent’s status from
available to unavailable and sends the
call to another agent when an agent
doesn’t answer a call. When active, all
agents are made unavailable following
a power failure.
Allows unanswered calls to ring at an
agent’s telephone until the caller hangs
up (agent status is not changed).
When active, all agents are made
available following a power failure.
Allows inside callers to send display
messages to a designated receiver of
messages for the calling group. This
feature lights the message lamp on the
designated telephone when a message
exists in the Voice Mail Mailbox of the
calling group. Calling groups can
share the same message receiver.
Calling Group Overview
1-5

About Your Calling Group
Supervisor Telephones 2
This chapter describes the telephone equipment used to
supervise calling groups. It explains how to use buttons to
make and receive calls as well as monitor and track your
calling group. The supervisor and agent telephones must be
programmed with calling group buttons. This chapter
provides the procedures for programming these buttons. For
information on using the standard features of these
telephones, see your telephone user's guide or quick
reference card.
About Your Calling Group Supervisor Telephones
2-1

About Your Calling Group Supervisor
Telephones
Calling Group Supervisor
Telephones
Telephones that can be used to supervise your calling group
2-2
are as follows:
Analog multiline telephones
— BIS 22 telephone with or without display
— BIS 34 telephone with or without display
— MERLIN® II System Display Console with
built-in Direct Station Selector (DSS)
MLX telephones
— MLX-28D™ telephone with or without DSS
— MLX-ZOL™ telephone with or without DSS
Calling Group Supervisor Telephones

About Your Calling Group Supervisor
Telephones
BIS-22D Telephone
BIS-22D Telephone 2-3

About Your Calling Group Supervisor
Telephones
BIS-34D Telephone
BISs-34D Telephone
2-4