AT&T Merlin Legend MLX-20L User manual

555-610-133
Issue 1
August, 1991
MERLIN LEGEND
Communications System
Queued Call Console
Operations Guide
Graphics © AT&T 1988
Table of
Contents

Copyright© 1991 AT&T AT&T 555-610-133
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 Commision (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 ministère des Communications du Canada.
Trademarks
MERLIN LEGEND is a trademark of AT&T.
MLX-20L is a trademark of AT&T.
Starset is a registered trademark of Plantronics Corporation.
Supra and StarMate are trademarks of Plantronics Corporation.

Contents
About This Book vii
• Conventions Used viii
• How to Comment on This Book ix
1 Understanding Your Equipment 1-1
• Identifying Your Equipment 1-2
• MLX-20L Telephone with DSS 1-4
• Direct Station Selector 1-6
• QCC Operators’ Headsets 1-8
• Buttons 1-9
• Lights 1-14
• The Display 1-19
2 Handling Calls 2-1
• Basic Feature Preview 2-2
• Identifying Call Types 2-3
• Answering Calls 2-8
• Directing Calls 2-10
• Making Calls 2-16
• Making Conference Calls 2-17
i

Contents
3 Feature Finder 3-1
4 Using Features 4-1
• How to Use Features 4-2
• Account Code Entry 4-6
• Alarm 4-8
• Alarm Clock 4-9
• Barge-In 4-10
• Camp-On 4-11
• Directory 4-12
• Follow Me 4-19
• Headset Features 4-21
• Inspect 4-24
• Messaging 4-26
• Night Service 4-33
• Paging 4-34
• Park 4-36
• Pickup 4-38
• Position Busy 4-40
ii

Contents
4 Using Features (continued)
• Signaling 4-41
• Timer 4-42
A Programming Special Characters A-1
B System Specifics B-1
IG Index/Glossary IG-1
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.
• 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.
v

• 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.
• Never push objects of any kind into the telephone through
openings or slots. Never spill liquid of any kind on the
telephone.
• 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.
SAVE THESE INSTRUCTIONS
vi

About This Book
________________________________________________________________
This book tells you how to use your console and its operator
features.
If you have questions about this book or need additional
information, see your system manager. He or she is a
co–worker who is responsible for managing your company’s
communications systems.
vii

Conventions Used
The following typographic conventions are used in this book:
• Fixed feature buttons (buttons that cannot be changed) are
shown in bold italic type with initial capitals:
Press Night Service .
• Dedicated feature buttons (imprinted buttons) are shown in
bold Roman type with initial capitals:
Press Transfer.
• Information that appears on your 7-line by 24-character
display is shown in a type similar to that used in the
display:
Select Leave Msg
• Important words are shown in bold type:
Use this button to make inside and outside calls.
viii

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.
ix

x

How Are We Doing?
AT&T welcomes your feedback on this book. Your comments can be of
great value in helping us improve our documentation.
Book Title: ____________________________________________
Book Number: ____________________
Issue Number: ____ Publication Date: ____________
1. Please rate the effectiveness of this book in the following
areas:
Not
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Ease of Use
Clarity
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Organization
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Examples
Illustrations
Overall Satisfaction

2. Please check the ways you feel we could improve this
book:
Improve the overview Make it more concise
Improve the table of contents Add more step-by-step procedures
Improve the organization Add troubleshooting information
Include more illustrations Make it less technical
Add more examples Add more/better quick reference aids
Add more detail Improve the index/glossary
Other suggestions for improvement?
_______________________________________________________
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3. What did you like most about this book?
_______________________________________________________
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4. Feel free to write any comments below or on an attached sheet.
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If you wish, please photocopy, complete, and return this form to
A. Sherwood, AT&T, 99 Jefferson Rd., Rm. # 2A25, Parsippany,
NJ 07054. Fax: [phone].

Understanding Your Equipment 1
______________________________________________________________________
This chapter helps you identify and understand your console
and the other equipment you use with it.
Aqueued call console (QCC) is a phone console set up for
operators. Your QCC 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 has his or her own queue.
1-1

Identifying Your Equipment
Your QCC is an MLX-20L™ telephone with a display. You can
use the QCC alone or with one or two Direct Station
Selectors (DSSs). The DSS is a device that adds extension
buttons or other inside calling buttons to your console. These
DSS buttons allow you to make direct phone connections with your co-workers.
You can use your console to:
• answer inside and outside calls
• direct inside and outside calls to an extension or an
outside phone number
• make inside and outside calls (especially for co-workers
whose phones are not set up to make outside calls)
• serve as a message center
• set up conference calls
You can use a QCC with a headset or a speakerphone. See
your system manager for more information.
All the QCC buttons are preprogrammed with features and
you cannot change these buttons. Additional features, as well
as call-handling information, are available on the QCC’s
seven-line display screen. You’ll learn more about this later in
this chapter.
1-2

Note: As an operator, you may work on both queued call
consoles and direct-line consoles (DLCs). There is an
important difference between these consoles. 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 DLC calls can ring
simultaneously, the DLC has no call buttons, only individual
line buttons.
Illustrations of the QCC (an MLX-20L phone with one DSS)
and headset follow. A list of terms that describe each piece of
equipment follows each illustration. A separate illustration and
description of the DSS is included. The console’s buttons are
described later in this chapter.
Procedures for using the QCC (with or without a headset) are
in Chapter 2 and Chapter 4.
Note: You cannot receive or make calls on the QCC when
you are programming the Alarm Clock or your Personal
Directory, or when the QCC is in maintenance or testing mode
or is being used for system programming. However, calls are
redirected to other consoles when your console is in
maintenance or system programming mode.
1-3

MLX-20L Telephone with
Direct Station Selector
1-4

Button labeling card
A card labeled with the feature
assigned to each call and fixed
feature button
Contrast control (not shown)
A sliding switch at the top of the
console used to brighten or dim
the display screen
Desk stand (not shown)
An adjustable stand on the
console and on the DSS that
allows a 20- or 30-degree
viewing angle
User cards and tray
A slide-out drawer with erasable
user cards for noting phone
numbers (Feature and
programming codes are not used
on a QCC.)
Volume Control
A button to adjust the volume of
the speaker, handset, headset,
and ringer
Dedicated feature buttons
Eight imprinted buttons for the
features used most often
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. Using the Start
button rather than the
Transfer button is
recommended, although they
basically work the same way
(see Chapter 2).
Conf to set up multiple-party
calls
Drop to disconnect the
last person added to a
conference call
Hold to put a call on hold
Dialpad
The area on the console used
to dial phone numbers
Direct Station Selector
(DSS)
A device that adds extension
buttons or other inside and
outside calling buttons to the
QCC
Display buttons
Four imprinted buttons and
ten 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.
Handset
The hand-held part of the
console you pick up, talk into,
and listen from
Call and fixed feature
buttons
20 buttons, 5 to make and
receive calls and 15 for
activating features (These
buttons are preprogrammed
and cannot be changed.)
Message light
A red light that goes on when
a message is waiting to be
displayed
1-5

Direct Station Selector
1-6