AT&T MERLIN LEGEND Release 3.1 Calling Group User manual

Document #: 555-640-130
Comcode 107713810
Issue 1, March 1996
MERLIN LEGEND®
Communications System
Releases 3.1 and 4.0
Calling Group Supervisor’s Guide
Contents
Understanding Calling Groups ............................................................... 1–2
Settings, Features & Buttons ................................................................ 1
Rings, Calling Group Button Lights, Telephones, Calling Group Maximums ......... 2
Feature Finder ..................................................................................... 3
Troubleshooting ................................................................................... 4
Call Handling....................................................................................... 5
Answering Calls, Covering Calls & Having Calls Covered, Calling an Agent
Calling Group Settings ........................................................................ 6–7
Auto Login & Auto Logout, Calls-in-Queue Alert, Delay Announcement .............. 6
Hunt Type, Message-Waiting Receiver, Overflow Receivers, Overflow Threshold .. 7
Using Features..................................................................................... 8
Analog Multiline Consoles, MLX Display Consoles, Feature Codes
Programming Buttons ............................................................................ 9
Analog Multiline Consoles, MLX Display Consoles, Programming Codes
General Activities ................................................................................10
Supervisor Mode, Monitoring Calls in Queue
Agent-Related Activities................................................................... 11–12
Monitoring Agent Status with Agent Auto Dial Buttons,
Monitoring Agent Status with a DSS .................................................... 11
Changing Agent Status, Signing In & Out .................................................12
Current Settings ..................................................................................13
Use this page to keep track of the current settings for your calling group.
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Security Alert
Your Responsibility for Your System’s Security
Toll fraud, the unauthorized use of your telecommunications system by an unauthorized party (for example,
persons other than your company’s employees, agents, subcontractors, or persons working on your
company’s behalf) can result in substantial additional charges for your telecommunications services. You
are responsible for the security of your system. There may be a risk of toll fraud associated with your
telecommunications system. Your system administrator should read all installation, instruction, and
system administration documents provided with this product to fully understand the features that can
introduce the risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies
does not warrant that this product is immune from or will prevent unauthorized use of common-carrier
telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not
be responsible for any charges that result from such unauthorized use.
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1
- Settings_
Through system programming, your system manager programs system settings to best meet the
needs of your calling group. This book explains these settings (see Calling Group Settings,
pp. 6–7) to help you troubleshoot problems and to assist you with suggestions for improving group
performance. Settings determine:
• How calls are distributed to agents
• The telephone that will receive messages for the group
• The calling group or QCC queue that will receive the overflow calls
• The maximum number of calls that can be waiting in the queue before being sent to the overflow
receiver
• Whether extensions will be automatically signed in after a power failure
• The number of calls that can be waiting in the queue before an alarm is activated
• The amount of time a call can remain in the queue before being sent to the overflow receiver
- Features & Buttons_
Line buttons programmed with calling group features (see p. 9) can make both your and your
agents’ work easier, although agents may have single-line phones, which do not have program-
mable buttons. Features can also be used by entering feature codes (on any telephone) or by
selecting them from the display (MLX display telephones only).
Monitoring agent status requires either DSS buttons or programmed inside Auto Dial buttons
called Agent buttons.
Understanding Calling Groups
A calling group is a team of people who handle the same kind of calls, such as a telephone sales team
or customer service department; they are assigned a single extension number.
Calling Group Calls
Calling group calls arrive on SA or ICOM buttons on members’ telephones. They may be outside calls,
inside calls, or transferred calls. Inside callers reach the calling group by dialing an extension number
for the whole group. Outside callers dial a published telephone number that bypasses the system
operator and connects directly to an available
agent (calling group member).
Call Queues
Incoming calls are placed in a holding area ( queue ) where the system tracks the number of calls, the
order in which they arrive, and the length of time that each call has been in the queue. As callers wait, they
hear either Music On Hold or ringing; some systems also play a recording for waiting callers. As agents
become available, calls are distributed on a first-in, first-out basis.
Calling Group Supervisors & Agents
Generally, a calling group supervisor has the responsibility for one or more teams of agents dedicated
to handling specific types of calls. Responsibilities include: monitoring agent call handling, making
sure the number of logged-in agents is sufficient to handle the volume of calls, and assuring that any
calls the group is too busy to handle or that have been in the queue too long (called
overflow calls ) are
properly re-directed.
About This Guide
This guide is designed to help you achieve the most from your system by presenting those features and
settings intended for calling groups. Use it in conjunction with your Direct-Line Console (DLC)
operator’s guide. Agents have their own guides for their telephones. To help with their activities, see
Agent-Related Activities, pp. 11–12.
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-Calling Group Button Lights-
Light Button/Meaning
Calls-in-Queue Alarm Button
Off Calls waiting are fewer than programmed maximum.
Steady Calls waiting are equal to or more than
programmed maximum.
Agent Auto Dial Buttons (no DSS Supervisor Mode)
Green steady on Agent is available.
Green off Agent is unavailable.
Red steady on Agent is busy on a call.
Red off Agent is not busy on a call.
DSS Buttons (Supervisor Mode)
Steady on Agent is available.
Off Agent is unavailable.
(Normal Calling Mode)
Steady on Agent is busy on a call.
Off Agent is not busy on a call.
Rings-
Rings Meaning
1 long ring Inside call or inside transferred call
2 rings Outside call
3 rings Outside transferred call
-Calling Group Maximums-
Calling groups 32
Telephones 20 per group
Total agents & supervisors 200 in system
Total Supervisors 8
Number of groups a line rings directly into 1
Groups per agent 1
Groups per supervisor 1 or more
Message-waiting receivers 1 per group*
Delay announcement devices 1 per group*
Calls waiting before alarm 1–99
Calls in queue alert 1 per group
Maximum calls in queue 108
Calls waiting before overflow 1–99
Call overflow receivers 1 per group*
Overflow time 0–900 seconds
*Can be shared by groups.
-Telephones-
Line Buttons
Supervisor MLX display telephones:
MLX-20L™ telephone
(1-2 DSSs optional) 20
MLX-28D™ telephone
(1-2 DSSs optional) 28
Analog multiline telephones:
MERLIN II System Display
Console with built-in DSS 34
BIS-34D 34
BIS-22 or BIS-22D 22
Agents Any system phone: MLX, analog
multiline, or single-line
Understanding Calling Groups
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Feature Finder
This table shows where to look for information about performing specific telephone activities. There are
many features available besides those described here. See your operator’s guide for more information.
If you want to ... Then
Change the method the system uses to distribute After reading Hunt Type, p. 7, speak to your
calls to agents. system manager.
Provide a recorded announcement to callers waiting See Delay Announcement, p. 6. One
in a queue for an available agent. announcement machine can be shared by
more than one group.
Change the number of calls or the length of time that See Overflow Threshold, p. 7, then speak to
calls can wait in the queue before the overflow calls are your system manager.
handled elsewhere.
Be notified when the number of callers waiting in See Monitoring Calls in Queue, p. 10.
the queue exceeds a programmed amount.
Be notified by a strobe light when the number of See Calls-in-Queue Alert, p. 6, and then
callers waiting in the queue exceeds a programmed speak to your system manager.
amount.
Send calls to another group or QCC operator when See Overflow Receivers, p. 7.
the limit of waiting calls is reached.
Allow inside callers to send messages to a group. See Message-Waiting Receiver, p. 7.
Automatically change an agent’s status from See Auto Login & Auto Logout, p. 6.
Available to Unavailable when he or she doesn’t
answer in 5 rings.
Allow unanswered calls to ring at an agent phone
until the caller hangs up.
After a power failure, automatically log in equipment
such as data stations or fax machines.
See a record of information about group calling Check with your system manager about
totals, types, and more. getting an SMDR Direct Group Calling
Information report.
Monitor the availability status of an agent. See Agent-Related Activities, p. 11.
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Troubleshooting
Problem Suggestion
You are using a linear hunt pattern, and the agent See your system manager about changing the
who should take most calls is not in. extension designated to receive calls first. (This
is the first extension that was designated as a
calling group member.)
Callers are not hearing the delay announcement To check the device, see Delay
while waiting in line for an available agent. Announcement, p. 6. If it is not functioning,
see your system manager. If it is working, your
system manager may need to check the
programming.
You have had a power failure, and agents and/or See Auto Login & Auto Logout, p. 6, and
overflow receivers are not receiving calls. then notify your system manager.
An agent complains that a call in progress has been If the agent has a programmed Available/
disconnected. Unavailable button, he or she may have
pressed it during the call. For details about
this feature, see Signing In & Out, p. 12.
A telephone rings constantly when the number of A telephone may have been incorrectly
calls waiting in the queue is equal to or greater than programmed as an external alert intended to
the number allowed. warn you when too many calls are waiting
in the queue. See your system manager to
correct this.
Callers Waiting Too Long
Callers are complaining. You inspect Calls-in Queue If possible, use Available/Unavailable (see
Alarm button (MLX display phones only) and decide Changing Agent Status, p. 12) to make
that there are too many calls waiting in line for an another agent available or have the system
available agent. manager decrease one of the overflow threshold
number or time so calls can be handled by the
overflow receiver.
Callers are complaining, and your Calls-in-Queue The system manager needs to decrease the
Alarm button or alert is not informing you. Calls-In-Queue Alarm threshold.
You have a QCC overflow receiver, and: An operator may have activated the Position
Overflow calls do not seem to be going to the QCC Busy button, which cancels overflow coverage
overflow receiver, even though the QCC operator by any QCC.
is not busy.
You have a calling group overflow receiver, and: Your overflow receivers may be logged out.
Overflow calls are not being answered by the If a call rings to an overflow calling group
overflow calling group, even though at least one member and goes unanswered for 30 seconds,
member is available. and if the system is set to Auto Logout, then
the calling group member has to log back in
before taking calls. See Auto Login & Auto
Logout, p. 6, and then notify your system
manager.
Too many callers are waiting, and you've tried all the You need either more agents or fewer lines into the
ways to fix the problem. group. If callers are getting a busy signal, you may
need more lines into the group.
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- Answering Calls_
To take calling group calls, agents must be
logged into the calling group (see Agent-
Related Activities
, pp. 11–12).
Calling group calls come in on either SA or
ICOM buttons. They can come in from the
outside or be transferred to the group. One
long ring indicates a call transferred from
inside; two or three rings indicate an outside
or outside transferred call (see p. 2).
Agents can answer calls in three ways: by
lifting the handset, pressing the Speaker
button (on phones equipped with such
buttons), or using a headset (headset
instructions for each type of phone are
included in the user and operator guides).
- Calling an Agent_
From inside the system, people can call
agents in two ways:
• By dialing the calling group extension or
by pressing a programmed Group Call
or DSS button to reach the next available
agent
• By dialing the individual extension
number for a specific agent or pressing
an Agent or DSS button for the
extension
Outside callers dial a published number.
Your system manager programs one or more
lines to ring directly into the calling group.
A line can ring into only one calling group.
To transfer or direct a call to a calling group
or specific agent, a person in your company
should consult the operator or user guide for
his or her console or telephone.
Covering Calls & Having Calls Covered
The overflow threshold (see p. 7) determines when too many calls are waiting for a calling group’s
attention. The
overflow threshold time determines when a call has been waiting too long for a calling
group’s attention. When one of the overflow thresholds is reached, calls are sent to an
overflow
receiver
(see p. 7), assigned during system programming. This is generally the way overflow calls
are covered for calling groups.
Calls can also be covered by a voice mail system if your company has one installed.
However, the system provides several other features for covering calls. For complete information
about these features, see your operator’s guide. This section simply summarizes a few of them.
Calling groups can also cover calls for
coverage groups in the company. Such calls wait in the
calling group queue and cannot be distinguished from other calls that come in. A calling group can
handle calls for up to 30 coverage groups but not for individual co-workers.
The Pickup feature also allows people to answer co-workers’ calls. With or without a programmed
Pickup button, agents can pick up a call ringing at another’s extension or ringing on a specific
line. If they are assigned to a Pickup group (which is different from a calling group), they can
answer any call ringing at another extension in the group, just by using the Group Pickup feature
or pressing a programmed Group Pickup button. They can also use Pickup to answer the next call
waiting in the calling group queue on a specific line by activating the pickup feature and entering the
line number.
Call Handling
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Auto Login & Auto Logout
Your calling group (and any overflow calling
group, if overflow calls are handled by such a
group) is programmed for one of the following
settings:
• Auto Logout.Automatically changes an
agent’s status from Available to Unavail-
able when an agent does not answer in five
rings. The agent’s status is retained after a
power failure.
• Auto Login.Allows unanswered calls to
ring at agent phones until the caller
hangs up. This setting is often used for
calling groups where agents are fax
machines or data stations. Agents are
logged in automatically after a power
failure.
• Voice Messaging Systems.If a voice
messaging system is assigned to one of
your calling groups, a separate setting is
used. If you have a voice messaging
system for directing calls or taking
messages, all agents (and the voice
messaging system) are automatically
logged in after a power failure.
Calls-in-Queue Alert
There are three ways you can monitor the calls
waiting in the queue for the calling group. This
section describes an optional method that your
system manager must set up. (You can set up
the other features yourself; see Monitoring
Calls in Queue, p. 10, for additional
information.)
An analog multiline telephone equipped with a
Supplemental Alert Adapter can be connected
to a strobe (called an
external alert ) that goes
on when the number of waiting calls reaches
or exceeds a programmed limit (the
Calls-in-
Queue Alarm threshold
). Only one such
external alert can be assigned to a calling
group, and it can serve only that group.
Delay Announcement
Your system may have a delay announcement
machine (similar to an answering machine)
that plays a recorded announcement to callers
who are waiting in the queue for an agent to
answer. Callers hear the recording one at a
time, starting with the caller waiting the
longest, and each caller hears the delay
announcement only once. If an agent becomes
available while the announcement is playing,
the recording is interrupted so that the caller is
connected immediately.
Each group can have only one machine and
one announcement. A device and announce-
ment can be shared by other groups.
Each announcement device has its own
extension number, allowing you to check or
change the announcement. See your system
manager for detailed instructions about the
specific device.
Calling Group Settings
Your system manager can program the system to adjust calling group settings. In this section we describe
these settings so that you can troubleshoot problems and ask your system manager to make changes when
they are necessary.
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Hunt Type
The hunt type programmed for the calling
group determines the method used by the
system to distribute calls to agents. Note
that a calling group providing overflow
coverage (see Overflow Receivers on
this page) is also assigned a hunt type.
If all group members are equally respon-
sible for call handling, your group uses a
Circular Hunt type. As calls arrive, the
system searches for an available calling
group member, starting with the extension
after the last one that received a call. This
method distributes calls evenly over the
available agents in the group.
Message-Waiting Receiver
The message-waiting receiver is the
extension designated to receive message-
waiting indications for the calling group.
This includes message-waiting indications
sent from the system operator, from a
display telephone using the Leave Message
feature, or from a fax machine. Any type of
telephone with a Message light can be
assigned as a message-waiting receiver.
The extension selected as the message-waiting
receiver does not have to be a member of the
calling group. Each calling group can have only
one extension assigned as its message-waiting
receiver, but the same extension can be
assigned as the message-waiting receiver for
more than one calling group.
Message-waiting indications cannot be sent
to the extension number assigned to the
group unless this option is programmed.
The message-waiting receiver cannot
distinguish between messages left for the
calling group and his or her own messages
from other co-workers.
Overflow Threshold
Overflow threshold is the programmed number
of calls (1–99) allowed in the queue before
calls are sent to the overflow receiver. The
overflow threshold time is the maximum
amount of time (0–900 sec) that a call can be in
the queue before it is sent to the overflow
receiver. Setting the time to 0 turns off overflow
based on time.
Overflow Receivers
When the number of calls waiting in the calling
group queue reaches the
overflow threshold, or
the time that a call is held in queue exceeds the
overflow threshold time , calls are sent to an
overflow receiver . An overflow receiver can be
either another calling group or a Queued Call
Console (QCC) queue. A calling group can be
assigned to only one overflow receiver. An
overflow receiver can provide overflow coverage
for more than one calling group. If no overflow
receiver is available, the call continues to ring
in the queue until it is answered or until the
caller hangs up.
Calling Group Settings
If it is important to distribute calls to one
agent first, your group uses a Linear Hunt
type. In a linear hunt, a call goes to the first
extension assigned to the group through
programming (the
primary agent ). When this
agent is unavailable, the call is routed to a
backup agent. A second incoming call is
also routed to the primary agent, and so on.
A voice messaging system may be assigned
to the caliing group and act as the primary
agent or as a backup.
Incoming Calls
Circular Hunt
Agents
Primary
Agent
Incoming
Calls
Backup Agents
Linear Hunt
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Analog Multiline Consoles
To use features without programmed buttons,
you must program a Feature button,
following the instructions in your operator’s
guide. When you have programmed a Feature
button, follow the steps below.
1. Press the programmed Feature button.
2. Select the feature code from the list on this
page or the one in your operator’s guide;
then dial it.
MLX Display Consoles
Some features must be entered by using a
code, and some features are available from
your display. See your operator’s guide for
details and then follow the steps below.
1. Press the Feature button.
2. Select the feature code from the list on this
page or the one in your operator’s guide;
then dial it,
OR
Select the feature from the display. Press the
Home button at any time to exit.
Using Features
Your system includes many features that are detailed in your operator’s guide and in the user’s guides
provided to your agents. This section discusses features specific to calling group agents and supervisors
and should be used in conjunction with your operator’s guide.
You can either enter a feature by pressing a Feature button and then following the steps displayed on
your console, or you can program a button with an often-used feature. Details about programming buttons
are included on p. 9.
Feature Codes
Supervisor features
Enter supervisor mode ■.............................................................. 32 + Hold
Exit supervisor mode ■................................................................. 32 + Drop
Change agent status to Available ................................................... 762 + extension*
Change agent status to Unavailable ............................................... 760 + extension*
Agent features
Multiple telephones:
Sign in/Log in (Available)............................................................ 44
Sign out/Log out (Unavailable) .................................................... ✻44
Single-line telephones;
Sign in/Log in (Available)............................................................ #44
Sign out/Log out (Unavailable) .................................................... #✻44
Call-covering features
Pickup
group .......................................................................................... 88
extension (inside) ........................................................................ 9 + extension number
line (outside) ............................................................................... 9 + line number
■Available only by using feature code.
* Press the DSS button or the Auto Dial button for the extension. You cannot dial the extension’s digits.
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Analog Multiline Consoles
To program a feature on an unused line button:
1. Label a button for the feature.
2. Slide the T/P switch to P.
3. Press the button you labeled.
4. Select the programming code from the list
on this page or the one in your operator’s
guide; then dial it.
5. Repeat Steps 1, 3, and 4 to program other
buttons.
6. Slide the T/P switch to center.
MLX Display Consoles
You can program buttons from the display, or
you can use programming codes.
To program a feature on an unused line button:
1. Label a button for the feature.
2. Press the Menu button and select
Ext
Program
[ Prog ]; then select Start , OR
Press the Feature button and dial 00.
3. Press the button you labeled.
4. Select
ListFeature [ List ] and search for the
feature name using
FindFeature [ Find ].
Then select the feature, and select
Enter to
finish programming this feature, OR
Select the programming code from the list
on this page or the one in your operator’s
guide; then dial it.
5. Repeat Steps 1, 3, and 4 to program other
buttons. If you are finished, do one of the
following:
• Press the Home button to exit.
• Press the Feature button and dial ✻00.
Programming Buttons
Many features of your system can be programmed on unused line buttons for rapid access. Full details are
included in your operator’s guide. This book covers calling group features that can be or must be
programmed on buttons for easy access.
Programming Codes
Supervisor console buttons
Agent buttons◆.................................................................................. ✻22 + agent’s extension number
Change agent status to Available ................................................ ✻762
Change agent status to Unavailable ............................................ ✻760
Agent telephone buttons
Sign in/Log in and Sign out/Log out .......................................... ✻44
Supervisor or agent buttons
Calls-In-Queue Alarm button◆.................................................. ✻22 + calling group extension number
Pickup
general ..................................................................................... ✻9
group ....................................................................................... ✻88
extension (inside)..................................................................... ✻9 + extension number
line (outside) ............................................................................ ✻9 + line number
Coverage Inside On .................................................................... ✻48
Coverage Inside Off .................................................................... ✻✻48
Coverage off◆............................................................................ ✻49
Coverage VMS (voice mail) off◆...................................................... ✻46
◆ Must be programmed onto a line button.
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Supervisor Mode
Your console can operate in supervisor mode
or in the normal call-handling mode described
in your operator’s guide.
In supervisor mode, you can see agent status
(Available or Unavailable) by checking the
lights next to programmed Agent or DSS
buttons (see p. 11).
You can use programmed Available and
Unavailable buttons to change the status
of agent phones (see p. 12).
In normal mode, the lights next to an Agent
button indicate whether the phone is being
used. You cannot change agent status.
Should your system lose power, the system
automatically returns your telephone to the
mode setting at the time of the failure.
MLX Display Consoles
To enter or exit supervisor mode:
1. Press the Feature button and dial 32.
2. Press the Hold button to enter supervisor
mode,
OR
Press the Drop button to exit supervisor
mode.
The display shows
Entered GrpCl/CMS Supvr
or Exited GrpCl/CMS Supvr .
Analog Multiline Consoles
1. Press the programmed Feature button and
dial 32.
2. Press the Hold button to enter supervisor
mode,
OR
Press the Drop button to exit supervisor
mode.
Monitoring Calls in Queue
To program a Calls-in-Queue Alarm button:
See Programming Buttons, p. 9.
To assure that calls are being handled
efficiently or to determine that additional
agents should be logged in, you or an agent
can monitor the calls waiting in the queue.
There are three ways of doing this:
•Calls-in-Queue Alarm Button.
Monitor the red light next to a
programmed Calls-in-Queue Alarm
button (an inside Auto Dial button
programmed with the extension for the
calling group and labeled with the group
name). The light goes on when the
Calls-
in-Queue Alarm threshold
(see p. 6) is
reached or exceeded.
•Inspecting the Number of Calls-in-
Queue (MLX display phones only).
Press the Inspct button, then the
programmed Calls-in-Queue Alarm
button (labeled with the name of the
calling group). The
Inspect screen on
your display shows the number of calls
currently in queue.
•Calls-in-Queue Alert. An external
strobe can be attached to an MLX
telephone to alert you and your calling
group when the
Calls-in-Queue Alarm
threshold
is reached or exceeded. See
Calls-in-Queue Alert on p. 6 for
details.
General Activities
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Monitoring Agent Status with Agent Auto Dial Buttons
You can monitor agents’ ability to take calls by looking at programmed Agent buttons, which are inside Auto
Dial buttons. Agents sign in or out by using programmed Available/Unavailable buttons (see p. 12).
- Monitoring Agent Status with a DSS_
You can monitor agents’ ability to take calls by looking at DSS buttons for the agents’ extensions
when you are in supervisor mode (see p. 10).
The table below shows the meanings of the DSS button lights.
Light Meaning
Supervisor Mode
Steady on Agent is available.
Off Agent is unavailable.
Normal Calling Mode
Steady on Agent is busy on a call.
Off Agent is not busy on a call.
Agent-Related Activities
To monitor agent status, use your DSS (Direct Station Selector) buttons if they are available at your
console. If you do not have a DSS, use programmed Auto Dial buttons called Agent buttons. To monitor
agent status, you must be in supervisor mode (see p. 10). Auto Logout, if programmed, changes agents’
status to Unavailable after five rings (see p. 6 for more information) and logs them out automatically after a
power failure. To take calls again, agents must sign in.
A calling group agent using a headset must press the Headset Hang Up button to complete a call in
order to update the supervisor’s Agent button.
To program an Agent button on an MLX
display console:
1. Label a button with the agent’s name.
2. Press the Menu button.
3. Select
Ext Program [ Prog ] and Start .
4. Select
ListFeature and Auto Dial [ AutoD ].
5. Select
Inside [ In ].
6. Dial the agent’s extension and select
Enter .
7. Repeat Steps 1, 4–6 to program additional
numbers.
8. Press the Home button to exit at any time.
The table below shows the meanings of the lights at programmed Agent buttons when you are in
supervisor mode (see p. 10).
Light Meaning
Green steady on Agent is available.
Green off Agent is unavailable.
Red steady on Agent is busy on a call.
Red off Agent is not busy on a call.
To program an Agent button on an analog
multiline console:
1. Label a button with the agent’s name.
2. Slide the T/P switch to P.
3. Press the button you labeled.
4. Dial ✻22 and the agent’s extension
number.
5. Repeat Steps 1, 3, and 4 to program
other buttons.
6. Slide the T/P switch to center.
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Changing Agent Status
To program Available or Unavailable buttons:
See Programming Buttons, p. 9.
To change agent status, enter supervisor mode
(see p. 10). If the call volume requires more
agents, you can then sign additional agents
into your group.
MLX Display Consoles
To sign an agent in or out:
1. Press the programmed Available or
Unavailable button,
OR
Press the Feature button and select
ES2
On
[ ES2On ] for Available or ES Off [ ESOff ]
for Unavailable.
2. Press the programmed Agent button
labeled with the agent’s name,
OR
Press the DSS button labeled with the
agent’s name.
Analog Multiline Consoles
To sign an agent in or out:
1. Press the programmed Feature button and
dial 762 for Available or 760 for Unavailable.
2. Press the programmed Agent button
labeled with the agent’s name,
OR
Press the DSS button labeled with the
agent’s name.
Signing In & Out
To program an Available/Unavailable
button:
See Programming Buttons, p. 9.
An agent signs (or logs) in and out in one of
two ways:
• By using a feature code.
• By pressing a programmed Available/
Unavailable button that changes the
current status. Agents must not use this
button during a call or the call may be
disconnected.
The use of the feature code varies according to
the type of agent telephone.
To sign in or out:
• On multiline phones, the agent presses
the Feature button and dials 44 to sign
in and ✻44 to sign out.
• On single-line phones, the agent dials
#44 to sign in and #✻44 to sign out.
Agent-Related Activities
Copyright © 1996, Lucent Technologies. MERLIN LEGEND, MLX-20L and MLX-28D are registered trademarks of
Lucent Technologies.
Call Grp pp 01-12 Iss 2 4/11/97, 10:43 AM12

Current Settings
13
Use this page to record the current settings used in your calling group or groups. If you need a setting
changed, refer to this page. Write in pencil so that you can keep your records up to date.
Group Name ___________________________ Extension _____________________________
Setting Name Currently
Hunt Type ■■Circular ■■Linear
Auto Login/Logout ■■Logout ■■Login
Overflow Threshold ____________________ (1–99)
Overflow Threshold Time ____________________ (0–900 sec)
Overflow Receiver ■■Group _____________ ■■QCC
Message-Waiting Receiver ____________________ (Name and Ext. No.)
Delay Announcement ■■Yes_________(Ext. No.) ■■No
External Alert for Calls Waiting in Queue ■■Yes ■■No
External Alert Extension ____________________ (Name and Ext. No.)
Calls-in-Queue Alarm Threshold ____________________ (1–99)
Group Name ___________________________ Extension _____________________________
Setting Name Currently
Hunt Type ■■Circular ■■Linear
Auto Login/Logout ■■Logout ■■Login
Overflow Threshold ____________________ (1–99)
Overflow Threshold Time ____________________ (0–900 sec)
Overflow Receiver ■■Group _____________ ■■QCC
Message-Waiting Receiver ____________________ (Name and Ext. No.)
Delay Announcement ■■Yes_________(Ext. No.) ■■No
External Alert for Calls Waiting in Queue ■■Yes ■■No
External Alert Extension ____________________ (Name and Ext. No.)
Calls-in-Queue Alarm Threshold ____________________ (1–99)
Call Grp ins back cover Iss 2 4/11/97, 10:41 AM13

14
Feature Codes
Supervisor features
Enter supervisor mode ■.............................................................. 32 + Hold
Exit supervisor mode ■................................................................. 32 + Drop
Change agent status to Available ................................................... 762 + extension*
Change agent status to Unavailable ............................................... 760 + extension*
Agent features
Multiple telephones:
Sign in/Log in (Available)............................................................ 44
Sign out/Log out (Unavailable) .................................................... ✻44
Single-line telephones;
Sign in/Log in (Available)............................................................ #44
Sign out/Log out (Unavailable) .................................................... #✻44
Call-covering features
Pickup
group .......................................................................................... 88
extension (inside) ........................................................................ 9 + extension number
line (outside) ............................................................................... 9 + line number
■Available only by using feature code.
* Press the DSS button or the Auto Dial button for the extension. You cannot dial the extension’s digits.
Special Characters
Features that dial numbers automatically may need special characters to allow for correct dialing or
system response.
Press... See... Means...
Drop s Stop. Halts dialing sequence to allow for system response.
Hold p Pause. Inserts 1.5-sec. pause in dial sequence. Multiple consecutive Pauses
allowed.
Conference f Flash. Sends switchhook flash. Must be first entry in sequence.
## # For Extension Programming only (
Ext Program [ Prog ]): End of Dialing. Use to
signal end of dialing sequence or to separate grouped digits.
##For dialing and Directory listings: End of Dialing. Use to signal end of dialing
sequence or to separate grouped digits.
Call Grp back cover Iss 2 4/11/97, 10:32 AM14