AT&T Merlin II Service manual

999-510-136
Issue 1
July 1990
MERLIN MAIL
VOICE MESSAGING SYSTEM
System Administrator’s Guide
for MerlinII
Communications System
Release 3

©1990 AT&T Issue 1
All Rights Reserved July, 1990
Printed in USA
NOTICE
The information in this document is subject to change without notice. AT&T
assumes no responsibility for any errors that may appear in this document.
MERLIN is a registered trademark of AT&T.
MERLIN MAIL is atrademark of AT&T.

FCC Notification and Repair Information
This equipment is registered with the Federal
Communications Commission (FCC) in accordance with
Part 68 of its rules. In compliance with those rules, you are
advised of the following:
MEANS OF CONNECTION: Connection to the
telephone network shall be through a standard network
interface jack USOC RJ11C. These USOCs must be
ordered from your Telephone Company.
This equipment may not be used with party lines or
coin telephone lines.
NOTIFICATION TO THE TELEPHONE COMPANIES:
Before connecting this equipment, you or your equipment
supplier must notify your local telephone company’s
business office of the following:
● The telephone numbers you will be using with this
equipment.
● The appropriate registration number and ringer
equivalence number (REN) which can be found on the
back or bottom of the control unit.
You must also notify your local telephone company if and
when this equipment is permanently disconnected from
the line(s).
Repair Instructions:
If you experience trouble because
your equipment is malfunctioning, the FCC requires that
the equipment not be used and that it be disconnected
from the network until the problem has been corrected.
Repairs to this equipment can only be made by the
manufacturers, their authorized agents, or by others who
may be authorized by the FCC. [In the event repairs are
needed on this equipment, please contact the
AT&T National Service Assistance Center (NSAC) at
1-800-628-2888.]

Rights of the Local Telephone Company: If this
equipment causes harm to the telephone network, the local
telephone company may discontinue your service
temporarily. If possible, they will notify you in advance.
But if advance notice is not practical, you will be notified
as soon as possible. You will also be informed of your
right to file a complaint with the FCC.
Your local telephone company may make changes in its
facilities, equipment, operations, or procedures that affect
the proper functioning of this equipment. If they do, you
will be notified in advance to give you an opportunity to
maintain uninterrupted telephone service.
INTERFERENCE INFORMATION NOTICE:
FCC Rules require that you be notified of the following:
●
●
●
This equipment generates, uses, and can radiate radio
frequency energy and, if not installed and used in
accordance with the instructions in this manual
and the MERLIN MAIL System Installation and
Implementation Guide, may cause interference to radio
communications.
This equipment has been tested and found to comply
with the limits for a Class A computing device
pursuant to Subpart J of Part 15 of FCC Rules, which
are designed to provide reasonable protection against
such interference when the equipment is operated in a
commercial environment.
Operating this equipment in a residential area is likely
to cause interference, in which case the user, at his or
her own expense, will be required to do whatever is
necessary to correct the interference.

Contents
Chapter 1: Introduction
Overview
1-1
System Administrator’s Responsibilities
1-1
Services Offered
1-2
Additional Features
1-4
Processing Calls
1-5
Conventions
1-7
Helpful Hints
1-8
Chapter 2: Changing Mailbox Assignments
Changing Voice Mail Extensions 2-1
Changing the System Administrator’s Extension
2-1
Changing the System Operator’s Extension
2-2
Changing the General Mailbox Owner’s Extension
2-3
Changing the Fax Extension
2-4
Changing Other Mailbox Assignments 2-5
Adding a Mailbox
2-5
Changing the Name on a Mailbox
2-7
Deleting a Mailbox
2-9
Changing the Class of Service
2-10
Changing the Password Back to 1234
2-11
Chapter 3: Changing Greetings
Changing Automated Attendant Greeting
Listening to an Automated Attendant Greeting
Changing the Touch-Tone Gate Setting
Changing the Day Greeting
Changing the Night Greeting
Using the Temporary Closure Greeting
Changing the Call Answer Greeting
Changing the Transfer from Call Answer Port
Listening to a Call Answer Greeting
Changing the Call Answer Greeting
3-1
3-2
3-3
3-4
3-5
3-7
3-9
3-9
3-10
3-11

Changing a Voice Mail Greeting
3-13
Listening to a Voice Mail Greeting
3-13
Changing the Voice Mail Greeting
3-14
Chapter 4: Changing Main Menus
Changing the Automated Attendant Menu
Choosing the Type of Transfer
Transfer to a Specific Extension
Transfer to an Existing Submenu
Transfer to an Existing Announcement
Prompt for an Extension
Transfer Directly to an Extension
Recording the Main Menu Script Only
Deleting a Selector Code from the Main Menu
4-1
4-1
4-3
4-5
4-7
4-11
4-13
4-15
4-17
Chapter 5: Changing Submenus
Changing Automated Attendant Submenu
Choosing the Type of Transfer
Transfer to a Specific Extension
Transfer to an Existing Submenu
Transfer to an Existing Announcement
Recording the Submenu Script Only
Deleting a Selector Code from a Submenu
5-1
5-2
5-3
5-5
5-7
5-10
5-11
Chapter 6: Changing the Schedule
Changing Automated Attendant Schedule 6-1
Changing the Date and Time
6-1
Changing the Weekly Business Schedule
6-2
Temporarily Changing the Business Schedule
6-5

Chapter 7: Troubleshooting
Troubleshooting
7-1
Glossary
Index
Forwarding General Mailbox Messages Quick
Reference

Overview
Chapter 1: Introduction
MERLIN MAIL™ Voice Messaging System works with
the MERLIN® II Release 3 Communications System to
process calls promptly and efficiently. It offers the
following benefits:
●
●
●
●
●
Reduces the workload of the System Operator, freeing
this person to perform other tasks.
Insures that incoming calls are answered quickly, and
transfers them to the appropriate destination.
Answers and routes calls when a company is closed.
Accepts voice messages from callers inside and
outside the company and keeps the messages
confidential.
Identifies and directs facsimile (fax) calls without the
need for a dedicated fax line.
This section provides an overview of the services offered
by the MERLIN MAIL system and explains how the
services can be used. It also includes an explanation of
the conventions used throughout this guide. Refer to the
Glossary at the back of this guide for definitions of terms.
System Administrator’s Responsibilities
As the System Administrator, you will use this guide to
update and maintain the MERLIN MAIL system. It isn’t
difficult to do, since the MERLIN MAIL system prompts
you through every step of the way.
In addition to making routine changes to the
MERLIN MAIL system such as adding Mailboxes, or
changing greetings, you will be responsible for the
Trouble Mailbox. The Trouble Mailbox is a place where
Overview 1-1

subscribers can send messages to report any problems they
experience with the MERLIN MAIL system. When a
message is sent to the Trouble Mailbox, the message
waiting lamp on your phone goes on.
You will also need to give a copy of the instructions for
forwarding General Mailbox messages to the person who
has been assigned as the General Mailbox Owner
(the assignment should be recorded on Form B: System
Parameters). See “Forwarding General Mailbox
Messages” in the back of this guide.
Services Offered
The MERLIN MAIL system provides three services for
your MERLIN II Release 3 Communications System:
AUTOMATED
The Automated Attendant Service greets callers then
ATTENDANT
directs them to a Main Menu from which they can choose
SERVICE
the extension or department they want. If there is no
answer, or the phone is busy, callers can be given the
option to leave a message or try another extension.
The Automated Attendant Service offers enormous
flexibility. You create menus that offer callers a list of
one digit codes to reach the department or individual they
want. You can also build multilevel menus, known as
submenus, to help filter calls to their proper destination.
If callers frequently request specific information, you can
prerecord announcements that play when selected. You
can also set up the Main Menu so callers can bypass it if
they want to reach an extension that is not listed on the
menu. Calls from fax machines can be transferred
immediately to a receiving fax machine without a
dedicated fax line.
1-2 Overview

In addition, you can record different greetings and offer
different menu options depending whether your company
is open or closed. For holidays, emergency closings, and
temporary changes in your business schedule, you can
record special greetings and activate them from any
Touch-Tone phone, even from your home.
CALL ANSWER
The Call Answer Service allows callers to leave messages
SERVICE
or transfer to another extension when the extension
selected is busy or is not answered. When a message is
left, Call Answer deposits the message quickly and
accurately in the called person’s Mailbox, then lights the
message waiting lamp.
In addition to acting like an answering machine,
Call Answer Service allows callers to dial 0 for assistance,
transfer to another extension, lookup extension numbers
in a directory, and lets callers play back messages before
depositing them in the Mailboxes.
Callers who are calling from rotary phones or callers who
need assistance can be given the option to leave messages
in a General Mailbox. Messages left in the General
Mailbox are transferred to the appropriate person by the
General Mailbox Owner.
VOICE MAIL SERVICE The Voice Mail Service allows subscribers (people on the
MERLIN MAIL system) to send messages to other
subscribers, retrieve messages, forward messages, record
their own personal greetings and names, and assign their
own passwords. Passwords can be changed at any time to
ensure that messages are kept confidential.
Overview 1-3

Additional Features
In addition to the three services listed above, the
MERLIN MAIL system provides the following features:
● Directory
Helps callers look up extension numbers of
subscribers.
● Dial 0/Timeout option
Provides three options for handling calls when callers
need assistance or when callers do not select a menu
option within four seconds. Calls can be transferred to
the System Operator, General Mailbox, or
disconnected.
● Announcements
Frequently-requested information can be recorded by
the System Administrator and played to callers who
select it from a menu. Up to 99 announcements can be
recorded.
● Mailboxes for Visitors
Visitors or employees without their own phones can be
assigned a Mailbox with No Transfer so that callers
who need to reach them can leave messages for them.
These visitors or employees can use any Touch-Tone
phone to dial into the MERLIN MAIL system and
retrieve the messages left for them.
1-4 Overview

Processing Calls
When the MERLIN MAIL system detects an incoming
call, it waits a specified number of rings, answers the call,
then plays a prerecorded greeting. The MERLIN MAIL
system can be set to answer calls immediately (primary) or
after a four-ring delay (secondary).
When the Automated Attendant Service is selected, after
the greeting, the Main Menu plays a list of one-digit
Selector Codes so that callers press one button to reach the
department they want. Callers who do not enter a
selection within four seconds after the menu plays are
transferred to the System Operator, General Mailbox, or
disconnected (depending on the Dial 0/Timeout setting).
The MERLIN MAIL system can be administered to dial
the extension number selected and monitor the call until it
is answered. If the extension requested is busy or is not
answered, the MERLIN MAIL system retrieves the call
and gives the caller the option to leave a message or
transfer to another extension.
To speed call processing, the MERLIN MAIL system can
be set up to dial the extension number requested then drop
the call even when the phone is busy or is not answered.
If call coverage is provided by an alternate extension
(a Call Answer port can be specified as an alternate
extension), the call is transferred to the alternate extension
if it is not answered by the first extension.
Call Answer Service provides another method of call
coverage. Each Call Answer port is assigned as the
alternate answering position for up to six phones. Calls
ring at the primary extension first. If after four rings the
extension is not answered, the call is automatically
forwarded to a Call Answer port. The caller is asked to
reenter the extension number if he or she wants to
leave a message.
Overview 1-5

If the System Operator or group secretary handles calls for
individuals who are unavailable to answer their phones,
Call Answer Service can be used when callers want to
leave messages. The System Operator or group secretary
transfers calls to a Call Answer port, then the caller is
asked to reenter the extension number to leave a message.
Call coverage can also be provided for internal callers
who want to leave messages for other internal callers.
Internal callers dial the MERLIN MAIL system extension,
enter Voice Mail, then dial the extension number to leave
a message.
1-6 Overview

Conventions
This guide uses the following conventions to indicate the
action you need to take:
[ 1 ] means press 1 on the dial pad.
[ MERMAIL ] means dial the MERLIN MAIL system
extension number.
[ Ext. ] means dial the appropriate extension number.
[ # ] means press the pound button. (This is frequently used
as a termination character, so that the MERLIN MAIL
system knows when you have entered an entire extension
number or password.)
[ Mailbox ] means dial the Mailbox number (which is usually
the same as the extension number) of a subscriber.
[*]means press the star button.
The prompts provided by the MERLIN MAIL system are
shown in this manner:
This is a response prompt.
Overview 1-7

Helpful Hints
After you are familiar with the MERLIN MAIL system,
these hints and shortcuts could save you a lot of time.
You never need to wait for a greeting or a prompt to
play before dialing the next step.
Dialing [*][7]from anywhere during the
MERLIN MAIL system administration will always
bring you back to the System Administration Menu.
Dialing [*][*][9]exits the MERLIN MAIL system.
(You can also hang up.)
The templates included in the pocket of this guide are
there to help you with the following administration
procedures:
>
>
>
>
>
>
Adding Mailboxes.
Recording Announcements.
Changing Greetings.
Changing the Main Menu.
Changing Submenus.
Changing the Schedule.
If you are using a speakerphone during administration,
you’ll get better sound quality if you lift the handset to
record messages, greetings, or names. After recording,
press
[ 1 ] before turning on the speakerphone.
Turn off your microphone when performing
administration.
If a Mailbox is assigned to a visitor or an employee
without a phone, you can check to see if that individual
has any messages by pressing Message Status on the
bottom right of the display console. The green light
goes on next to all Auto Intercom buttons that have
messages in their Mailboxes.
1-8 Overview

Chapter 2: Changing Mailbox Assignments
Changing Voice Mail Extensions
You administer these four positions differently than other
extensions in the MERLIN MAIL system:
● System Administrator
● System Operator
● General Mailbox Owner
● Fax station(s)
Use the appropriate procedure below when changing any
of these extensions.
Changing the System Administrator's Extension
Follow the procedure below to reassign the
System Administrator’s position.
NOTE:
Be sure to update the System Administrator’s
information on Planning Form B: System
Parameters.
1
2
3
4
5
6
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
[*][7]to enter Voice Mail.
The Voice Mail greeting plays.
Your [Ext.]followed by [#].
Your [ Password ] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
[ 1 ] for System Parameters.
The System Parameters Menu play.
Changing Voice Mail Extensions 2-1

7 [ 7 ] to change the System Administrator’s extension.
The current System Administrator’s extension plays.
8 New [ Ext. ] followed by [ # ].
The new extension number plays, followed by the System
Parameters Menu.
Changing the System Operator’s Extension
Follow the procedure below to reassign the
System Operator’s position.
NOTE: Be sure to update the System Operator’s
information on Planning Form B: System
Parameters.
1 [ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2 [*][7]to enter Voice Mail.
The Voice Mail greeting plays.
3 Your [Ext.]followed by [#].
4 Your [Password]followed by [#].
Your name plays, followed by the Voice Mail Activity Menu.
5 [9]to administer the MERLIN MAIL system.
The System Administration Menu plays.
6 [1]for System Parameters.
The System Parameters Menu plays.
7 [ 5 ] to change the System Operator’s extension.
The current System Operator’s extension plays.
8 New [Ext.]followed by [#].
The new extension number plays, followed by the
System Parameters Menu.
2-2 Changing Voice Mail Extensions

Changing the General Mailbox Owner’s Extension
Follow the procedure below to reassign the General
Mailbox Owner’s extension.
NOTE: Be sure to update the General Mailbox Owner’s
information on Planning Form B: System
Parameter.
1 [ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2 [*][7]to enter Voice Mail.
The Voice Mail greeting plays.
3 Your [Ext.]followed by [#].
4 Your [Password]followed by [#].
Your name plays, followed by the Voice Mail Activity Menu.
5 [9]to administer the MERLIN MAIL system,
The System Adminstration Menu plays.
6 [1]for System Parameters.
The System Parameters Menu plays.
7 [ 6 ] to change the extension of the General Mailbox
Owner.
The current General Mailbox Owner’s extension plays.
8 New [Ext.]followed by [#].
The new extension number plays, followed by the
System Parameters Menu.
Changing Voice Mail Extensions 2-3

Changing the Fax Extension
Follow the procedure below to assign a new fax extension.
NOTE: Be sure to update the fax extension on Planning
1
2
3
4
5
6
7
8
Form D: Automated Attendant Settings.
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
[*][7]to enter Voice Mail.
The Voice Mail greeting plays.
Your [Ext.]followed by [#].
Your [ Password ] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
[ 4 ] to change the fax extension.
The current fax extension plays.
New [Ext.]followed by [#].
The new extension number plays, followed by the
System Parameters Menu.
2-4 Changing Voice Mail Extensions

Changing Other Mailbox Assignments
Whenever employees are hired or their employment status
changes (i.e. promoted, relocated, leave the company),
you may have to add, change, or delete their Mailboxes.
You may also want to change the Class of Service, which
specifies the type of transfer and time (in minutes)
available for messages, or reassign a password for an
employee who has forgotten it.
Adding a Mailbox
The MERLIN MAIL system supports up to 100
Mailboxes, although for storage reasons most companies
will want to hold the maximum to 40. To add anew
employee to the MERLIN MAIL system, follow the
procedure below.
NOTE:
Be sure to update the Mailbox Assignment on
Planning Form A: Voice Mail Assignments.
1
2
3
4
5
6
7
8
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
[*][7]to enter Voice Mail.
The Voice Mail greeting plays.
Your [Ext.]followed by [#].
Your [ Password ] followed by [ * ].
Your name plays, followed by the Voice Mail Activity Menu.
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
[ 4 ] for Mailbox administration.
The Mailbox Administration Menu plays.
[ 4 ] to create a new Mailbox.
[Mailbox]followed by [#].
Changing Other Mailbox Assignments 2-5