AT&T MERLIN Attendant User guide

AT&T
MERLIN
®
Attendant
for MERLIN LEGEND™ Communications System
System Manager’s Guide

Copyright© 1991 AT&T
All Rights Reserved
Printed in U.S.A.
AT&T 555-600-710
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 555-600-710. 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 on 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: 1 800 633-9817

Contents
About This Guide
■ Conventions vii
■ Related Guides
viii
Chapter 1: Overview
■ Key Features
Announcements
Day and Night
Announcements
Call Handling
Call Transfer
■ The MERLIN Attendant Unit
Front Panel
Back Panel
Installation Requirements
Planning Forms
Location Requirements
Installation Overview
1-2
1-2
1-3
1-4
1-5
1-9
1-9
1-11
1-13
1-13
1-14
1-14
Contents
i

Chapter 2: Changing the
Current Settings
■
■
■
■
■
■
Changing the Authorized Caller
Code
Setting the Current Day, Date, and
Time
Changing Your Business Hours
Changing Business Hours for
Early/Late Closings
Changing Your Business Days
Changing the Clock for
Daylight Saving Time
Changing Your Recorded
Announcements
Erasing Announcements and
Reallocating Announcement
Times
Changing the Routing Plan
Changing an Existing Route
Erasing an Existing Route
Programming a New Route for
Blind Transfer
Programming a New Route for
Supervised Transfer
Changing Call Processing Options
2-3
2-4
2-5
2-7
2-8
2-9
2-10
2-12
2-14
2-15
2-16
2-17
2-18
2-19
ii
Contents

Chapter 3: Testing and
Troubleshooting
■ Testing Supervised Transfer
Routes
3-1
■ Testing Blind Transfer Routes
3-2
■ Testing Extension Numbers
3-2
■ Troubleshooting
3-3
Out-of-Service Codes
3-3
Power Failures 3-3
Lost Authorized Caller Code
3-4
Index
Contents
iii

Tables
Overview
1-1
1-2
Meaning of Power and Battery
Lights
Setup Switches
1-10
1-12
Changing the Current Settings
2-1 Reference Table for Changing
Settings 2-2
2-2 Default Time Allocations for
Recorded Announcements
2-10
2-2 Call Processing Options
2-21
iv
Tables

Figures
Installation and MERLIN
LEGEND System
Programming
1-1 Front View of
Attendant
1-2 Back View of
Attendant
1-3 Setup Switch
the MERLIN
the MERLIN
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

About This Guide
This guide provides instructions for managing and programming the MERLIN
®
Attendant for the MERLIN LEGEND™ Communications System. It is intended
for the person in the company where the MERLIN Attendant is installed who is
responsible for maintaining the system. This guide assumes that the system
has already been set up; It is not intended to be used for initial programming.
Conventions
The following conventions are used throughout the instructions in this guide:
■ Keystrokes on the telephone are shown in ovals as in the following
example:
# means dial the pound button on the telephone,
❑
Conventions vii

About This Guide
Related Guides
The guides listed below are available to help setup, use, and maintain
MERLIN Attendant in configuration with the MERLIN LEGEND system:
the
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 front inside cover of this book).
Guide Title Order Number
MERLIN Attendant
Installer’s Guide .
555-600-711
Planning Forms 555-600-712
MERLIN LEGEND
System Programming Guide
555-610-111
PBX System Planning
555-610-113
PBX System Planning Forms
555-610-117
Key System Planning
555-610-112
Key System Planning Forms
555-610-116
viii
Related Guides

The MERLIN Attendant answers incoming calls on designated lines with a
prerecorded message and directs the calls to the appropriate extension in
your MERLIN LEGEND Communications System. The MERLIN Attendant can
help your business in the following ways:
■ reduce workload of the receptionist
■ ensure that incoming calls are answered during peak calling hours
■ answer incoming calls after hours, on holidays, and on weekends
NOTE:
To avoid confusion between a human attendant and the MERLIN Attendant,
this document refers to the human attendant as the receptionist. This chapter
describes the steps you should take before you have the MERLIN Attendant
installed.
1-1

Overview
Key Features
The section describes the key features of the MERLIN Attendant.
Announcements
Prerecorded announcements can provide callers with information on how to
reach certain departments or people within your company. Generally, a list of
one digit numbers, known as routes, is provided so that callers can dial the
department they need with the touch of a button. If appropriate, the
announcement can also give callers the option to enter two to four digit
extension numbers to reach employees directly. The announcements can also
provide callers with information about the status of the call.
For example, during normal business hours a car dealership directs customer
calls to the MERLIN Attendant so that callers hear the Day announcement
which offers the following options:
Thank you for calling ANY Motors...
For Sales, dial 1...
For Service, dial 2...
For Parts, dial 3...
For the receptionist, dial 0...
For a specific employee, dial the extension or hold for operator
assistance.
NOTE:
In the above example, the numbers 1, 2, 3, and 0 are routes. To minimize
errors, you should provide no more than five routes.
After the car dealership closes, calls are answered immediately by the
MERLIN Attendant and the Night announcement is played:
Thank you for calling ANY Motors.
Our sales hours are 10:00 a.m. to 6:00 p.m. Monday through Saturday.
If you are calling our Service Department, dial 1 now. If you know the
extension number of the person you are calling, dial that number now.
1-2 Key Features

Overview
If a caller does not enter a route or extension because he or she is calling
from a rotary phone or does not know the extension, the call is automatically
directed to the receptionist after a specified number of seconds (2 to 5). You
can select the number of seconds by using the “Call Processing Options”
described in Chapter 2, “Changing the Current Settings.”
Callers using Touch-Tone phones can also bypass the announcement by
dialing the route or extension they want at any time during the message. Their
calls are transferred immediately to the route or extension number they have
selected.
Day and Night Announcements
Y OU can choose from two different announcements (Day or Night) to play to
callers when the MERLIN Attendant answers incoming calls. Both the Day
announcement and Night announcement can direct calls to up to nine
different routes (1 through 9; 0 is resewed for the receptionist). Additionally,
these announcements can offer callers the option to dial individual extension
numbers, which can be from two to four digits.
Depending on your business hours, you can allow callers to dial a route or an
extension number when your business is open (Day announcement), then
provide information such as business hours when your business is closed
(Night announcement). If your business operates 24 hours a day, you can use
just the Day announcement. Here are two examples:
■ Use of both Day and Night Announcement
ANY Company office hours are 8:30 a.m. to 5:00 p.m. Monday through
Friday. Callers who dial the business’ toll-free number during those
hours hear the Day announcement when the MERLIN Attendant
answers. The Day announcement instructs callers to enter a route
number (1 through 9) to reach a specific department or an extension
number to contact a particular individual. Callers who call after 5:00
p.m. or on the weekends hear the Night announcement when the
MERLIN Attendant answers. The Night announcement tells callers the
regular office hours and allows them to dial extension numbers to
connect with employees who are working after-hours.
Key Features 1-3

Overview
■ Use of the Day Announcement Only
XYZ Company has 24-hour sales and customer service departments.
Callers on lines answered by the MERLIN Attendant hear the Day
announcement no matter what time they call. The Day announcement
offers callers a choice between entering the route number for sales (1)
or for customer service (2).
Call Handling
Three types of call handling are available with the MERLIN Attendant:
■ Immediate Call Handling
Immediate call handling can be setup so that the MERLIN Attendant
answers these kinds of calls:
— All incoming calls on all lines, The receptionist is only required to
help callers who have a rotary telephone or who need additional
assistance.
— All incoming calls on specified lines.
■ Backup Call Handling
Calls are answered by the MERLIN Attendant only when the
receptionist is unable to answer within a specified number of rings (1 to
5 during day hours, 1 to 15 during off hours). To set the number of
rings, see “Call Processing Options” in Chapter 2, “Changing the
Current Settings. ”
You can also set the number of rings with the
MERLIN LEGEND ring-delay option for the lines at that station, see the
“MERLIN
®
Attendant Installer’s Guide. ”
■ Night Service
Using the MERLIN LEGEND system feature, Night Service with Time
Set, you can synchronize the clocks on the control unit and the MERLIN
Attendant so that the Night announcement plays during the hours that
you indicate that your business is closed. After-hours callers can be
given the option to dial a route number, an extension number, or leave
a message on an answering machine. Or the Night announcement can
simply provide the normal business hours and disconnect without
giving callers the option to dial an entry.
1-4 Key Features

Overview
NOTE:
It is recommended that you backup and monitor the MERLIN Attendant
with the receptionist or other person as follows. Assign the MERLIN
Attendant lines/pools to the receptionist and the transfer redirect
stations (with delayed-ring option). This is applicable only if the system
operator (and/or the person at transfer redirect extension) is available
to handle redirected calls.
Call Transfer
There are two ways to transfer calls with the MERLIN Attendant:
■ Blind Transfer
The MERLIN LEGEND system control unit monitors the call after the
MERLIN Attendant transfers the caller to the route or extension number
dialed (see Figure 1-1 ). If the number is busy or the route or extension
number is invalid, the call is transferred to the receptionist.
Likewise, if the call is unanswered after a specified number of rings (4
is the default), the call rings at both the receptionist position and at the
original number until it is answered or the caller hangs
up.
The calling party hears either music or silence when on Hold. The caller
does not hear the transfer tone programmed under the Feedback
option (music or ringing).
The blind transfer method should be used unless there is another route
or extension number that callers can logically choose if the first number
they select is unavailable. For example, a caller to a car dealership who
needs to make an appointment to have a car serviced would not want
to talk to the sales department if the service department is busy.
Key Features 1-5

Overview
Figure 1-1 Blind Transfer Process
■ Supervised Transfer
During a supervised transfer, calls are monitored by the MERLIN
Attendant until the call is completed or the caller hangs up (see Figure
1-2). When a caller enters a route or extension number, the Hold
announcement plays informing the caller to hold while the transfer is
being completed.
If the route or extension number dialed is available, the Connect
announcement informs the person at the extension dialed that a call is
being transferred. If the route or extension is unavailable, the Transfer
Fail announcement plays to inform the caller that the call could not be
completed. Sample messages are shown as follows:
1-6
Key Features

Overview
Figure 1-2 Supervised Transfer Process
— Hold announcement
This announcement informs callers to hold until the transfer is
completed.
Example: “Please hold while your call is being transferred. ”
Key Features
1-7

Overview
Transfer Fail announcement
This announcement informs the caller when a call cannot be
completed.
Example: “The extension you requested is busy. Please hold or
dial another extension."
Connect announcement
This announcement informs the person at the extension dialed
that a call is being transferred.
Example: “A call is being transferred to you.”
NOTE:
You can also record an announcement that provides business
hours or related information then disconnects without giving
callers the option to enter a route or extension.
When a call is not answered or the extension is busy, the
MERLIN Attendant retrieves the call and handles it one of two
ways:
If a secondary extension is programmed, the MERLIN Attendant
transfers the call to a secondary extension when the first
(primary) extension is unavailable.
When callers enter a route or extension number, the Hold
announcement plays, and their calls are transferred to the first
(primary) extension, If the first (primary) extension is busy or
does not answer, the MERLIN Attendant dials the secondary
extension while the caller remains on hold. If the secondary
extension is also unavailable, the caller is taken off hold and the
Transfer Fail announcement is played.
The number of rings (2 to 6) allowed before a call is transferred
from the first (primary) extension to the secondary extension is a
programmable setting, see “Call Processing Options” in Chapter
2, “Changing the Current Setting.” You can also set the number
of rings with the MERLIN LEGEND ring-delay option for the lines
at that station, see the “MERLIN® Attendant Installer’s Guide.”
1-8 Key Features

Overview
— If a secondary extension is not programmed, the caller hears the
Transfer Fail announcement when the route or extension dialed
is busy or does not answer. After the announcement the caller
has three options:
■ dial another route or extension number
■ return to the receptionist
■
hang up (and try again)
NOTE:
During a supervised transfer, the MERLIN Attendant cannot answer
another call until the call in progress is successfully completed or the
caller hangs up. There is also a slight delay after the called party lifts
the receiver, and before the parties can speak to each other.
The MERLIN Attendant Unit
This section describes the lights, connectors and switches on the MERLIN
Attendant unit.
Front Panel
There are three lights on the front of the MERLIN Attendant unit (Figure 1-1).
These lights indicate the following:
■ power
This light indicates that the unit is powered on.
■ battery
Table 1-1 describes the meaning of the different light combinations
when ac power is connected to the MERLIN Attendant:
The MERLIN Attendant Unit 1-9

Overview
MERLIN
®
Attendant
Lights when
Lights when
ac
MERLIN
power is on
,
Attendant
answers and
power
battery
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 1-3
Front View of the MERLIN Attendant
Table 1-1 Meaning of Power and Battery Lights
Power Light
Battery Light Description
On
Off
Battery charging
On On
Battery fully charged
Off On Unit operating on battery power
Off
Off
Unit not operating; refer to
“Troubleshooting”
On
Blinking
Out of Service code; refer to
“Troubleshooting.”
The battery is fully charged after 18 hours of continuous ac powered
operation.
■ talking
Lights when the MERLIN Attendant answers and monitors a call.
1-10 The MERLIN Attendant Unit

Overview
Back Panel
The connectors and four setup switches on the back panel are shown in figure
1-2.
Figure 1-4
Back View of the MERLIN Attendant
The purpose of these connectors and switches are as follows
■ reset
This recessed button resets the MERLIN
“Testing and Troubleshooting” for details
■ setup switches
Attendant. See Chapter 3,
There are four setup switches. Switches 1, 2, and 3 control the MERLIN
Attendant’s response to a power outage as shown in Table 1-2; switch
4 is not used.
The MERLIN Attendant Unit
1-11