AT&T Merlin User manual

AT&T
MERLIN
®
COMMUNICATIONS SYSTEM
Installation Guide:
Call Management System

© 1986 AT&T
All Rights Reserved
Printed in U.S.A.
Contents
NOTICE
appear in this manual.
The information in this manual is subject to change without
notice. AT&T assumes no responsibility for any errors that may
TRADEMARK NOTICE
MERLIN is a registered trademark of AT&T.
WARNING
This equipment generates, uses, and can radiate radio frequency
energy. If it is not installed and used in accordance with the
installation and administration manual, it may cause interference
to radio communications.
The Call Management System hardware has been tested and
found to comply with the limits for a Class A computing device
as given in Subpart J of Part 15 of the FCC Rules. These
requirements are designed to provide reasonable protection
against radio frequency interference when operated in a
commercial environment.
Operating this equipment in a residential area is likely to cause
interference. If this occurs, the user, at his or her own expense,
will be required to take the necessary measures to correct the
interference.
Overview
3
About Your Call Management System
3
About This Guide
4
Getting Started
5
What You Need
5
A Note on the RAM Address and the
IRQ Select
6
Preparing the PC for the CMS
Hardware
Disconnect the PC and Attachments
Remove the Cover from the PC
7
8
9
Inserting the CMS Expansion
Card into the PC
12
Reassembling the PC
17
Connecting the PC to Your MERLIN
Communications System
18

© 1986 AT&T
All Rights Reserved
Printed in U.S.A.
Contents
NOTICE
appear in this manual.
The information in this manual is subject to change without
notice. AT&T assumes no responsibility for any errors that may
TRADEMARK NOTICE
MERLIN is a registered trademark of AT&T.
WARNING
This equipment generates, uses, and can radiate radio frequency
energy. If it is not installed and used in accordance with the
installation and administration manual, it may cause interference
to radio communications.
The Call Management System hardware has been tested and
found to comply with the limits for a Class A computing device
as given in Subpart J of Part 15 of the FCC Rules. These
requirements are designed to provide reasonable protection
against radio frequency interference when operated in a
commercial environment.
Operating this equipment in a residential area is likely to cause
interference. If this occurs, the user, at his or her own expense,
will be required to take the necessary measures to correct the
interference.
Overview
3
About Your Call Management System
3
About This Guide
4
Getting Started
5
What You Need
5
A Note on the RAM Address and the
IRQ Select
6
Preparing the PC for the CMS
Hardware
Disconnect the PC and Attachments
Remove the Cover from the PC
7
8
9
Inserting the CMS Expansion
Card into the PC
12
Reassembling the PC
17
Connecting the PC to Your MERLIN
Communications System
18

Connecting the PC to the Voice
Announcement Unit
20
What’s Next?
Call Management System
Installation Guide
21
Index
23
Overview
About Your Call Management System
The Call Management System (CMS) for your MERLIN
®
communications system is an automatic call distributor designed
to work with the MERLIN communications system and the
AT&T PC 6300 or 6300 PLUS microcomputer. The features of
the CMS are especially useful for small businesses that deal with
their customers primarily over the phone by helping the business
handle incoming call traffic more efficiently.
The CMS can help your business in several ways:
❏
❏
❏
It allows you to organize your telephone lines into "line
groups" and your agent positions into groups called "splits."
Each agent may be assigned to a split, and the split is then
assigned to a line group.
It handles incoming calls as quickly as possible without losing
the call or the customer. Agents have uniform workloads
because the CMS connects the calls to the available agent
who has been idle the longest. If all agents are busy, the
system connects the caller to a recorded delay message and
puts the call on hold.
It provides status reports on call traffic and agent
performance. If the call distribution and line groups need to
be changed, the CMS supervisor can reassign line groups or
agent splits without interrupting call handling.
Call Management System Installation Guide 3

Connecting the PC to the Voice
Announcement Unit
20
What’s Next?
Call Management System
Installation Guide
21
Index
23
Overview
About Your Call Management System
The Call Management System (CMS) for your MERLIN
®
communications system is an automatic call distributor designed
to work with the MERLIN communications system and the
AT&T PC 6300 or 6300 PLUS microcomputer. The features of
the CMS are especially useful for small businesses that deal with
their customers primarily over the phone by helping the business
handle incoming call traffic more efficiently.
The CMS can help your business in several ways:
❏
❏
❏
It allows you to organize your telephone lines into "line
groups" and your agent positions into groups called "splits."
Each agent may be assigned to a split, and the split is then
assigned to a line group.
It handles incoming calls as quickly as possible without losing
the call or the customer. Agents have uniform workloads
because the CMS connects the calls to the available agent
who has been idle the longest. If all agents are busy, the
system connects the caller to a recorded delay message and
puts the call on hold.
It provides status reports on call traffic and agent
performance. If the call distribution and line groups need to
be changed, the CMS supervisor can reassign line groups or
agent splits without interrupting call handling.
Call Management System Installation Guide 3

About This Guide
The simple procedures described in this installation guide tell you
how to:
❏
Insert the CMS expansion card into the AT&T PC
❏
❏
Connect the PC to the MERLIN communications system
control unit
Connect the PC to the voice announcement unit
4 Call Management System Installation Guide
Getting Started
What You Need
Your CMS hardware package contains all the components you
need to connect your PC to your MERLIN communications
system:
❏
AT&T MERLIN CMS expansion card
❏
This printed circuit board, which you install inside the
personal computer, integrates the personal computer with
your MERLIN comunications system and the voice
announcement unit. (See "A Note on the RAM Address and
the IRQ Select," on the next page, for more information
about the CMS expansion card.)
Two 14-foot station cables
The station cables connect the CMS expansion card to the
attendant ports on your MERLIN communications system
control unit.
You also need the following equipment:
❏
MERLIN communications system
❏
AT&T PC 6300 or 6300 PLUS with hard disk
❏
Voice announcement unit
❏
AT&T 473 printer (optional)
❏
Small, flat-blade screwdriver
Call Management System Installation Guide 5

About This Guide
The simple procedures described in this installation guide tell you
how to:
❏
Insert the CMS expansion card into the AT&T PC
❏
❏
Connect the PC to the MERLIN communications system
control unit
Connect the PC to the voice announcement unit
4 Call Management System Installation Guide
Getting Started
What You Need
Your CMS hardware package contains all the components you
need to connect your PC to your MERLIN communications
system:
❏
AT&T MERLIN CMS expansion card
❏
This printed circuit board, which you install inside the
personal computer, integrates the personal computer with
your MERLIN comunications system and the voice
announcement unit. (See "A Note on the RAM Address and
the IRQ Select," on the next page, for more information
about the CMS expansion card.)
Two 14-foot station cables
The station cables connect the CMS expansion card to the
attendant ports on your MERLIN communications system
control unit.
You also need the following equipment:
❏
MERLIN communications system
❏
AT&T PC 6300 or 6300 PLUS with hard disk
❏
Voice announcement unit
❏
AT&T 473 printer (optional)
❏
Small, flat-blade screwdriver
Call Management System Installation Guide 5

A Note on the RAM Address and the IRQ Select
Each expansion card in a personal computer requires exclusive
use of certain areas (addresses) in the computer’s memory. Two
expansion cards cannot share the same address(es).
The CMS expansion card uses the following RAM (Random
Access Memory) address and the IRQ (Interrupt Request) select.
These are set by the factory and cannot be changed.
RAM C0000
IRQ
3
If there is aother expansion card installed in the PC, or if in
the future you add other expansion cards to your PC, follow
these steps:
Note
There is a card already occupying one of the expansion slots in
your PC. There is also a display control card attached to the
inside wall of the PC next to slot 1. You do not have to worry
about changing the addresses on these cards.
1
Find out the addresses used by the other expansion card(s). If
1
2
no one in your organization knows, check with your supplier
or the manufacturer.
2
If the other expansion card(s)
❏ does not use the same RAM address or IRQ select as the
CMS card, you don’t need to make any changes on the
other expansion card(s).
❏
uses the RAM address C0000 and/or IRQ 3, you will
have to change the RAM address and the IRQ select on
that expansion card so that they are not the same as
those on the CMS expansion card. Follow the
instructions in the installation guide for that expansion
card for setting the card’s RAM address and the IRQ
select.
6 Call Management System Installation Guide
Preparing the PC for the CMS Hardware
Before you install the CMS expansion card and connect the
other equipment, you must:
Have your
MERLIN system installed and set up. For
directions on installing your MERLIN system, see the
installation instructions that came with your system.
Place the PC on the desk or table where the CMS
administrator will be working.
Then, follow these steps to get the PC ready for installing the
CMS expansion card. A flat-blade screwdriver is the only tool
you need.
Call Management System Installation Guide 7

A Note on the RAM Address and the IRQ Select
Each expansion card in a personal computer requires exclusive
use of certain areas (addresses) in the computer’s memory. Two
expansion cards cannot share the same address(es).
The CMS expansion card uses the following RAM (Random
Access Memory) address and the IRQ (Interrupt Request) select.
These are set by the factory and cannot be changed.
RAM C0000
IRQ
3
If there is aother expansion card installed in the PC, or if in
the future you add other expansion cards to your PC, follow
these steps:
Note
There is a card already occupying one of the expansion slots in
your PC. There is also a display control card attached to the
inside wall of the PC next to slot 1. You do not have to worry
about changing the addresses on these cards.
1
Find out the addresses used by the other expansion card(s). If
1
2
no one in your organization knows, check with your supplier
or the manufacturer.
2
If the other expansion card(s)
❏ does not use the same RAM address or IRQ select as the
CMS card, you don’t need to make any changes on the
other expansion card(s).
❏
uses the RAM address C0000 and/or IRQ 3, you will
have to change the RAM address and the IRQ select on
that expansion card so that they are not the same as
those on the CMS expansion card. Follow the
instructions in the installation guide for that expansion
card for setting the card’s RAM address and the IRQ
select.
6 Call Management System Installation Guide
Preparing the PC for the CMS Hardware
Before you install the CMS expansion card and connect the
other equipment, you must:
Have your
MERLIN system installed and set up. For
directions on installing your MERLIN system, see the
installation instructions that came with your system.
Place the PC on the desk or table where the CMS
administrator will be working.
Then, follow these steps to get the PC ready for installing the
CMS expansion card. A flat-blade screwdriver is the only tool
you need.
Call Management System Installation Guide 7

Disconnect the PC and Attachments
4
5
1
2
3
Turn off the power switch on the PC, as shown in Figure 1.
Turn off the power switches on the printer and any other
attachments.
Unplug the computer’s power cord from the electrical outlet,
as shown in Figure 1. If you have any peripheral equipment
attached to the PC, such as a printer, unplug their power
cords as well.
1
Warning
Failure to disconnect the power may damage the computer.
FIGURE 1 Disconnecting the power on the PC
Screws
8 Call Management System Installation Guide
Turn the computer so the rear of the unit is facing you.
Move the monitor, keyboard, and any other attachments
away from your work area.
Remove the Cover from the PC
Locate the two screws on the upper back of the unit, and
using a flat-blade screwdriver, unscrew them about 1/4 of an
inch, or until they move freely, as shown in Figure 2 below.
FIGURE 2 Loosening the screws on the PC
Call Management System Installation Guide 9

Disconnect the PC and Attachments
4
5
1
2
3
Turn off the power switch on the PC, as shown in Figure 1.
Turn off the power switches on the printer and any other
attachments.
Unplug the computer’s power cord from the electrical outlet,
as shown in Figure 1. If you have any peripheral equipment
attached to the PC, such as a printer, unplug their power
cords as well.
1
Warning
Failure to disconnect the power may damage the computer.
FIGURE 1 Disconnecting the power on the PC
Screws
8 Call Management System Installation Guide
Turn the computer so the rear of the unit is facing you.
Move the monitor, keyboard, and any other attachments
away from your work area.
Remove the Cover from the PC
Locate the two screws on the upper back of the unit, and
using a flat-blade screwdriver, unscrew them about 1/4 of an
inch, or until they move freely, as shown in Figure 2 below.
FIGURE 2 Loosening the screws on the PC
Call Management System Installation Guide 9

2 Then, turn the unit so the front is facing you.
3
Stand in front of the unit and place your hands on the sides
of the cover, as shown in Figure 3.
FIGURE 3 Sliding the cover of the PC forward
5
1/8”
Brace the unit against your hip or thigh, and firmly slide the
cover toward the front of the unit. (It will move only about
1/8 of an inch.)
Note
The cover fits snugly, and it may be difficult to move out of
its normal position. If the cover does not move, you may
have to loosen the screws a bit more or pry the cover forward
with the screwdriver.
10 Call Management System Installation Guide
Place your hands on the sides of the cover toward the rear
and tilt it so that the rear section is higher than the front, as
shown in Figure 4.
FIGURE 4 Removing the cover of the PC
Lift the cover from the base unit and set it aside.
Call Management System lnstallation Guide 11
46

2 Then, turn the unit so the front is facing you.
3
Stand in front of the unit and place your hands on the sides
of the cover, as shown in Figure 3.
FIGURE 3 Sliding the cover of the PC forward
5
1/8”
Brace the unit against your hip or thigh, and firmly slide the
cover toward the front of the unit. (It will move only about
1/8 of an inch.)
Note
The cover fits snugly, and it may be difficult to move out of
its normal position. If the cover does not move, you may
have to loosen the screws a bit more or pry the cover forward
with the screwdriver.
10 Call Management System Installation Guide
Place your hands on the sides of the cover toward the rear
and tilt it so that the rear section is higher than the front, as
shown in Figure 4.
FIGURE 4 Removing the cover of the PC
Lift the cover from the base unit and set it aside.
Call Management System Installation Guide 11
46

Inserting the CMS Expansion Card
into the PC
Once you have taken the cover off your PC, you are ready to
insert the CMS expansion card.
In your PC there are seven expansion slots numbered 1 through
7, as shown in Figure 5. There are plastic guides opposite the
expansion slots, in the front of the PC. The expansion card must
fit into an expansion slot receptacle and into a plastic guide.
FIGURE 5 The expansion slots in the PC
Plastic guide
7 6 5 4 3 2 1
Expansion slots
12 Call Management System Installation Guide
Before you begin to insert the expansion card in the PC, you
should note these important points:
❏ As you insert the card, be sure that you do not bend it.
❏ Avoid touching the gold "fingers" at the base of the card.
Always hold the card by its top corner edges.
To insert the CMS expansion card in one of the expansion slots,
follow these directions,
1
2
3
Choose an empty slot for the expansion card.
❏
If there are other expansion cards inside the unit, be sure
they do not interfere with the space you need for the
CMS card. After you install the CMS expansion card, be
sure that it does not touch any other card in the unit.
Using the flat-blade screwdriver, remove the screw from the
metal cover of the expansion slot that you have chosen. Set
the screw aside since you will need it again later.
Remove the expansion slot cover by sliding it up.
Call Management System Installation Guide 13

Inserting the CMS Expansion Card
into the PC
Once you have taken the cover off your PC, you are ready to
insert the CMS expansion card.
In your PC there are seven expansion slots numbered 1 through
7, as shown in Figure 5. There are plastic guides opposite the
expansion slots, in the front of the PC. The expansion card must
fit into an expansion slot receptacle and into a plastic guide.
FIGURE 5 The expansion slots in the PC
Plastic guide
7 6 5 4 3 2 1
Expansion slots
12 Call Management System Installation Guide
Before you begin to insert the expansion card in the PC, you
should note these important points:
❏ As you insert the card, be sure that you do not bend it.
❏ Avoid touching the gold "fingers" at the base of the card.
Always hold the card by its top corner edges.
To insert the CMS expansion card in one of the expansion slots,
follow these directions,
1
2
3
Choose an empty slot for the expansion card.
❏
If there are other expansion cards inside the unit, be sure
they do not interfere with the space you need for the
CMS card. After you install the CMS expansion card, be
sure that it does not touch any other card in the unit.
Using the flat-blade screwdriver, remove the screw from the
metal cover of the expansion slot that you have chosen. Set
the screw aside since you will need it again later.
Remove the expansion slot cover by sliding it up.
Call Management System Installation Guide 13

FIGURE 6 Removing the expansion slot cover
6
Expansion slot
cover
FIGURE 7 Lowering the expansion card into the receptable
Position the expansion card so the electrical contacts, the
gold "fingers," are aligned with the receptacle in the
expansion slot and the back edge of the card fits into the
groove on the plastic guide, as shown in Figure 7.
Expansion
card
Gold “fingers”
Receptacle
Plastic
guides
7
Note
The hard disk card that is in slot 7 of the PC is not shown in
Figure 6.
4
5
Make sure the expansion slot is clear. Position the colored
wires crossing the slot so they are below the card as you
install it.
❏
❏
❏
Holding the expansion card by its top corner edges, lower the
expansion card into the expansion slot receptacle you have
chosen, as shown in Figure 7. (Do not try to insert the card
through the back of the unit.)
Press down on the top edge of the card until you feel and
hear the card "lock" into place. The card is "locked" when
the frame of the card is flush with the frame of the unit.
If the card tilts or wobbles when you press on either end,
the card is not properly installed. Take out the card and
reinsert it. Be careful that you do not bend the card.
Make sure that the expansion card is not touching any
other card. If it is, move the card to another slot.
Be sure the bracket that replaces the slot cover slides into
its position.
14 Call Management System Installation Guide
Call Management System Installation Guide 15

FIGURE 6 Removing the expansion slot cover
6
Expansion slot
cover
FIGURE 7 Lowering the expansion card into the receptable
Position the expansion card so the electrical contacts, the
gold "fingers," are aligned with the receptacle in the
expansion slot and the back edge of the card fits into the
groove on the plastic guide, as shown in Figure 7.
Expansion
card
Gold “fingers”
Receptacle
Plastic
guides
7
Note
The hard disk card that is in slot 7 of the PC is not shown in
Figure 6.
4
5
Make sure the expansion slot is clear. Position the colored
wires crossing the slot so they are below the card as you
install it.
❏
❏
❏
Holding the expansion card by its top corner edges, lower the
expansion card into the expansion slot receptacle you have
chosen, as shown in Figure 7. (Do not try to insert the card
through the back of the unit.)
Press down on the top edge of the card until you feel and
hear the card "lock" into place. The card is "locked" when
the frame of the card is flush with the frame of the unit.
If the card tilts or wobbles when you press on either end,
the card is not properly installed. Take out the card and
reinsert it. Be careful that you do not bend the card.
Make sure that the expansion card is not touching any
other card. If it is, move the card to another slot.
Be sure the bracket that replaces the slot cover slides into
its position.
14 Call Management System Installation Guide
Call Management System Installation Guide 15

8
Screw down the CMS expansion card with the screw you
removed from the metal expansion slot cover, as shown in
Figure 8.
FIGURE 8 Screwing down the expansion card
Reassembling the PC
1
Face the front of the unit and lower the front of the cover so
that the rear is slightly higher than the front.
2
Align the front of the cover with the front of the base, as
shown in Figure 9. Make sure that the sides of the cover fit
within the base of the unit at the front, and that the plastic
tabs at the front of the cover are under the disk drive.
FIGURE 9 Replacing the cover of the PC
Slides must
fit within
base
16 Call Management System Installation Guide
3
4
5
6
7
8
Lower the back of the cover onto the base.
Slide the cover about 1/8 of an inch toward the front of the
unit.
Then, slide the cover toward the rear of the unit. The sides
of the cover should now fit within the base, and the top of
the cover should extend slightly beyond the rear of the unit.
Tighten the screws at the back of the unit.
Plug the computer into an ac outlet.
Reconnect the peripherals you disconnected in "Preparing the
PC for the CMS Hardware."
Call Management System Installation Guide 17

8
Screw down the CMS expansion card with the screw you
removed from the metal expansion slot cover, as shown in
Figure 8.
FIGURE 8 Screwing down the expansion card
Reassembling the PC
1
Face the front of the unit and lower the front of the cover so
that the rear is slightly higher than the front.
2
Align the front of the cover with the front of the base, as
shown in Figure 9. Make sure that the sides of the cover fit
within the base of the unit at the front, and that the plastic
tabs at the front of the cover are under the disk drive.
FIGURE 9 Replacing the cover of the PC
Slides must
fit within
base
16 Call Management System Installation Guide
3
4
5
6
7
8
Lower the back of the cover onto the base.
Slide the cover about 1/8 of an inch toward the front of the
unit.
Then, slide the cover toward the rear of the unit. The sides
of the cover should now fit within the base, and the top of
the cover should extend slightly beyond the rear of the unit.
Tighten the screws at the back of the unit.
Plug the computer into an ac outlet.
Reconnect the peripherals you disconnected in "Preparing the
PC for the CMS Hardware."
Call Management System Installation Guide 17

Connecting the PC to Your MERLIN
Communications System
Use the following directions to connect the PC to your
MERLIN communications system.
Note
For more efficient call handling, it is recommended that you
connect both the CU 1 and CU 2 jacks to attendant ports on
the MERLIN control unit. However, if you have only one
attendant port available, connect that port to CU 1.
1
Turn your PC so you can see the three jacks in the expansion
card.
2
Plug one of the 14-foot station cables provided in the CMS
hardware package to the expansion card’s middle jack, labeled
CU 1.
3
Plug the loose end of this cable to an attendant port.
❏
Do not use jack 10.
❏
If you plan to use a second attendant station, both station
jacks must be connected to attendant ports on the same
line card. So, be sure to attach the CU 1 jack to an
attendant port that has a second port available below it.
Then go on to steps 4 and 5.
4
Plug the loose end of the second 14-foot station cable
provided in the CMS hardware package to the CMS
expansion card’s lower jack, labeled CU 2.
5Plug the other end of this cable into an attendant port on the
same card as the attendant port you connected in step 3.
Figure 10 shows an example of a connection between the
expansion card CU 1 and CU 2 jacks and two attendant ports on
a
MERLIN communications system control unit. Before you
connect the CU jacks to your
MERLIN system control unit,
check the documentation that came with it to determine which
jacks are attendant ports.
FIGURE 10 Connecting the expansion card to a MERLIN
control unit
Contol unit
attendant ports
CU1
CU2
Call Management System Installation Guide 19
18 Call Management System Installation Guide