AT&T MERLIN LEGEND Release 2.0 MLX Queued Call... Manual

AT&T
MERLIN LEGEND™
Communications System
Release 2.0
MLX Queued Call Console
Operator’s Guide

Copyright © 1992 AT&T AT&T 555-620-136
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 Present Appareil Numerique n’emet pas de bruits radioelctriques
depassant Ies limites applicable aux appareils numeriques de la class A
prescribes clans Ie Reglement sur Ie brouillage radioelectrique edicte par
Ie ministere des Communications du Canada.
Trademarks
MERLIN LEGEND and MLX-20L 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
About Your Queued Call
Console
1-1
■ Queued Call Console
1-2
■ MLX-20L Telephone with DSS 1-5
■ Direct Station Selector
1-7
■ Console Accessories
1-9
■ Buttons
1-11
■ DSS Buttons
1-13
■ Lights
1-16
■ Display
1-21
Contents i

Contents
2
Quick Start
2-1
Making Calls
2-2
Answering Calls
2-4
Directing Calls
2-12
Making Conference Calls
3
Feature Finder
3-1
4
Features
4-1
How to Use Features
4-2
Account Code Entry
4-6
Alarm
4-8
Alarm Clock
4-9
Barge-In
4-11
Camp-On
4-12
ii Contents

Contents
Features (continued)
■ Directory
■ Follow Me
■ Headset Features
■ Inspect
■ Messaging
■ Night Service
■ Paging
■ Park
■ Pickup
■ Position Busy
■ Signaling
■ Timer
■ Volume
4-14
4-24
4-26
4-29
4-32
4-41
4-43
4-46
4-48
4-50
4-51
4-52
4-53
.
Contents iii

Contents
A Programming SpeciaI
Characters
A-1
B
System Specifics
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

vi
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

About This Guide
MERLIN LEGEND™ Communications System supports the
MLX Queued Call Console. This guide is for operators using
the MLX Queued Call Console to perform operator tasks.
Some features are customized for your particular system,
therefore, if you have any questions about your system,
contact your system manager. He or she is 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 Camp On from the display.
Bold constant width type indicates information
that you enter exactly as shown.
Dial
##.
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

About Your Queued Call
Console
1
Your Queued Call Console (QCC) is a MERLIN LEGEND™
Communications System phone console set up for operators.
It receives one call at a time in a priority sequence. Each
incoming call waits in a holding place (or queue) until you or
another operator can handle the call. If there are other QCC
operators handling calls with you, each operator may have his
or her own queue. This chapter describes the Queued Call
Console and associated buttons, lights, screens and
additional equipment. It also covers operator tasks and
associated QCC features.
About Your Queued Call Console 1-1

About Your Queued Call Console
Queued Call Console
Your QCC is an MLX-20L
TM
telephone, which has a 7-line
display. You can use the QCC alone or with one or two Direct
Station Selectors (DSSs). When a DSS is attached to an
MLX-20L, it adds extension buttons or other inside calling
buttons to your console. The DSS buttons allow you to make
direct telephone connections with your co-workers and
indicate if their telephone is busy as well as Message Waiting
and Do No Disturb status.
Operator Tasks
You can use your console to perform the following operator
■ answer inside and outside calls
■ direct inside and outside calls to an extension or an
outside telephone number
■ make inside and outside calls (especially for co-
workers whose telephones are not set up to make
outside calls)
■ serve as a message center
■ set up conference calls
The call handling features are described in Chapter 2 and all
other features are described in Chapter 4.
1-2 Queued Call Console

About Your Queued Call Console
Preprogrammed Buttons
All QCC buttons are preprogrammed with features. You
cannot change the features on these buttons. However,
additional features are available to QCC operators using the
QCC’s seven-line display. The QCC display is described later
in this chapter.
QCC and Direct-Line Console (DLC)
Differences
As an operator, you may work on both queued call consoles
and direct-line consoles (DLCs). Two important differences
between these consoles are how calls are received and the
buttons on the consoles used to accommodate the calls.
Because all QCC calls are sent to the console one at a time,
the QCC has no individual line buttons, only
Call buttons.
Both inside and outside calls ring on
Call buttons. Because
multiple calls to a DLC ring simultaneously, the DLC has no
Call buttons, only individual line buttons.
Also, feature and programming codes are not used on the
QCC. All features are accessed via factory-programmed
buttons or from the display.
Queued Call console 1-3

About Your Queued Call Console
Console Equipment
You can use your QCC with a headset. An illustration of the
QCC (an MLX-20L telephone with one DSS) follows.
A
separate illustration and description of the DSS is included.
The console’s buttons are described later in this chapter.
1-4 Queued Call Console
DRAFT COPY
August 25, 1992
File: chap01 .qcc
CAMERA-READY COPY
(PRE-BLUELINE)

About Your Queued Call Console
MLX-20L Telephone with DSS
Call and Fixed Feature Buttons (20)
Display Buttons
Handset
-and
Button Labeling Card
Display Screen
Direct 3
Station Selector
(DSS)
Message Light
Volume Control
Dedicated Feature Buttons (8)
User Cards and Tray
MLX-20L Telephone with DSS 1-5

About Your Queued Call Console
Button Iabeling card
Card labeled with the features assigned
to each button.
Contrast control (not shown)
Sliding switch used to brighten or dim the
display screen.
Desk stand (not shown)
Adjustable stand on the console and on
the DSS that allows a 20- or 30-degree
viewing angle.
User cards and tray
Slide-out drawer with erasable cards for
noting telephone numbers. (Feature and
programming codes are not used on a
QCC.)
Volume Control
Button to adjust the volume of the
speaker, handset, headset, and ringer.
Dedicated features buttons
Imprinted buttons for these features:
Feature to view the Feature screen
and select features.
HFAI (Hands Free Answer on
Intercom) not used on a QCC.
Mute to turn the speakerphone’s
microphone on and off.
Speaker to talk on a call (through the
speakerphone) without lifting the
handset.
Transfer to direct calls to other
users. However, Start is
recommended for this function.
Conf to setup multiple-party calls.
Drop to disconnect the last person
added to a conference calf.
Hold to put a call on hold.
Dialpad
Area on the console used to dial
telephone numbers.
Direct Station SeIector (DSS)
Device that adds extension buttons or
other inside and outside calling buttons to
the QCC.
Display buttons
Imprinted button and eight unlabeled
buttons used to view the different screens
and select names, features, and options
on each screen.
Display screen
The 7-line by 24-character screen that
displays the Home screen, including call
information, QCC queue information, the
date, and the time. The Menu, Feature,
and Inspect screens are also displayed.
Call and fixed features buttons
Twenty buttons, to to make and receive
calls and 15 for activating features.
(These buttons are preprogrammed and
cannot be changed.)
Handset The hand-held part of the
console you pick up, talk into. and listen
from.
Message Light
Red light that goes on when a message is
waiting to be displayed.
1-6
MLX-2OL Telephone with DSS

About Your Queued Call Console
Direct Station Selector
Direct Station Selector 1-7

About Your Queued Call Console
Covers
Removable plastic covers to protect
button labeling cards. The top
cover protects the 50 DSS button
labels, and the lower cover fits over
the 10 fixed feature button labels.
Replace with textured side facing
you .
DSS Designation Cards
Cards for labeling the extensions
and features assigned to each
button.
DSS buttons
50 buttons used to director place
calls to extensions.
1-8 Direct Station Selector
Fixed buttons
10 additional buttons, including
Message Status and three Page
buttons. The six remaining buttons
on the first DSS are reserved for
future use. If a second DSS is
connected to the console, the 10
buttons at the bottom of the second
DSS are also reserved for future use.
Fixed Message Status button
A button used with the Page
buttons to view the message
light status of telephones.
Fixad Page buttons
Three buttons used to select the
range of extensions the DSS
buttons represent.

About Your Queued Call Console
Console Accessories
The communications system supports various headsets and
headset amplifiers. This section describes these equipment
options. For detailed information about the actual use of the
equipment, refer to the equipment’s accompanying
documentation.
NOTE:
Not all consoles allow the use of headset, handset, and
speakerphone at the same time. Check with your system
manager before trying to use this equipment.
Headsets
Four headsets are available for use with your QCC:
■ The StarSet® Headset has a single ear tip and is worn
without a headband.
■ The Mirage® Headset has a single disk-shaped
receiver and d is worn without a headband.
■ The Supra® Headset has a single disk-shaped
receiver and a headband.
■ The Supra® NC Headset has two disk-shaped
receivers and a headband.
Console Accessories 1-9