AT&T MERLIN MAIL User guide

AT&T
AT&T 585-320-141
Issue 1
MERLIN MAIL™
Voice Messaging System
Multi-Lingual Version
for MERLIN LEGEND Communications System
®
Installation, System Programming
and Maintenance

System
Parameters
Port
Allocation
Delayed
Answer
Fax
Extension
All Ports
Automated
Attendant All Ports
Call Answer
Split
Allocation
Weekly
Business
Schedule
On All
Ports
On Automated
Attendant
Ports
On Call
Answering
Ports
No
Delayed
Answer Open Closed
Temporarily
Closed
Open or
Closed for
Today
Operator
Extension
General
Mailbox
Owner
System
Administrator
Mailbox
Maximum
Digit
Length
Schedule
Update
System Date
and Time
System
Language
Monolingual
English
Bilingual
French
Spanish
English French Spanish

Voice Mail
Service Enter System
Administrator
Extension +
Enter System
Administrator
Password +
Administration
Main Menu
Automated
Attendant
Day
Menu
Play a Mailbox
Configuration
Play
the
Menu
Modify
the
Menu
Night
Menu
Create
a
Mailbox
Play
the
Menu
Modify
the
Menu
Submenus
Delete a
Mailbox
Play
the
Menu
Create
the
Menu
Announcements
Modify
a
Mailbox
Delete an
Announcement
Mailboxes
Modify
the
Menu
Delete the
Menu
Play the
Announcement
Record an
Announcement
Modify
Name
Modify
Class of
Service
Initialize
Password
Change
Language
Touch-Tone
Gate
Deactivate
Touch-Tone
Gate
Activate
Touch-Tone
Gate

Group
Lists Systems
Greetings
Scan
Group Lists
Voice
Mail
Greeting
Create a
Group List
Attendant
Greeting Day
Greeting
Night
Greeting
Modify or
Review a
Group List
Add
Entry
Delete
Entry
Delete a
Group List

Copyright © 1993
AT&T 585-320-141
All Rights Reserved Issue 1
Printed in U.S.A.
July 1993
Notice
Every effort was made to ensure that the information in this book was complete and
accurate at the time of printing. However, information is subject to change.
Federal Communications Commission (FCC) Interference Notice
This equipment has been tested and found to comply with the limits of a Class A digital
device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable
protection against harmful interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio frequency energy
and, if not installed and used in accordance with the instruction manual, may cause
harmful interference 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 or her 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 radioelectriques depassant les
limites applicable aux appareils numériques de la class A prescrites dans le reglement
sur le brouillage radioelectrique edicté par le ministère des Communications du Canada.
Security
As a customer of new telecommunications equipment, you should be aware of the
significant and growing problem of theft of long distance services by third parties, known
commonly as “toll fraud.” It is particularly important that you understand and take
appropriate steps to deal with this crime because under applicable tariffs, you will be
responsible for payment of associated toll charges. AT&T can not be responsible for such
charges and will not make any allowance or give any credit resulting from toll fraud.
Toll fraud can occur despite the preventative efforts of network providers and equipment
manufacturers. Toll fraud is a potential risk for every customer with telecommunications
equipment having one or more of the following features: (1) remote access, (2) automated
attendant, (3) voice mail, (4) remote administration and maintenance, and (5) call
forwarding (remote). This is not a product or design defect, but a risk associated with
equipment having one or more of the features described above. If your new
telecommunications equipment possesses any of these features, please consult the
relevant portion of your documentation for further details and specific procedures to
reduce the risk of toll fraud or contact your AT&T dealer for further details.

Trademarks
MERLIN LEGEND, MERLIN MAIL, and MLX-20L are trademarks of AT&T.
Warranty
AT&T provides a limited warranty to this product. Refer to the “Limited Use Software
License Agreement” card provided with your package.
Ordering Information
The order number for this book is 585-320-141. To order additional books, call
1-800-432-6600 in the U.S. and 1-800-255-1242 in Canada. In other countries, call
1-317-322-6646 or fax [phone]. For more information on how to order this and
other system reference materials, see “About This Guide.”
Support Telephone Numbers
AT&T provides a toll-free customer helpline 24 hours a day. In the U.S., call the AT&T
Helpline at 1-800-628-2888 or your AT&T Authorized Dealer if you need assistance when
installing, programming, or using your system. For assistance outside the U.S., contact
your local AT&T authorized representative.
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 Conection: 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 be made
only 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 or your authorized AT&T
dealer.]

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, 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
About This Guide
vii
■ Terms and Conventions
viii
■ Related Guides
viii
1 Introduction
1-1
■
System Services and Features
Monolingual or Bilingual Operation
Automated Attendant Service
Voice Mail Service
Call Answer Service
■
■
■
MERLIN MAIL—ML System Configurations
Installation and Programming Responsibilities
Subscribers’ Responsibilities
System Administrator
System Operator
General Mailbox Owner
■
■
Helpful Hints
1-1
1-4
1-5
1-16
1-20
1-21
1-22
1-22
1-23
1-24
1-25
1-25
Planning Forms
1-26
i

Contents
2
Installation
2-1
■ Preparing for Installation
2-1
Parts Checklist
2-2
MERLIN LEGEND Hardware Requirements
2-2
Preparing the Site 2-5
■ Installing the MERLIN MAIL—ML Unit 2-6
Mounting the MERLIN MAIL—ML Unit 2-7
Connecting the Unit to the MERLIN LEGEND System
2-10
Connecting the Remote Maintenance Device to the Unit
2-13
■ Adding or Replacing a Voice-Processing Card
2-16
3 MERLIN MAIL—ML System Programming
■ MERLIN MAIL—ML Forms
■ Before Beginning MERLIN MAIL—ML Programming
Using the MLX-20L for MERLIN LEGEND Programming
Using SPM for MERLIN LEGEND Programming
Accessing the MERLIN MAIL—ML System
Preparing the MERLIN LEGEND System for
MERLIN MAIL—ML Programming
■ Programming MERLIN MAIL—ML System Parameters
Specifying Port Allocation
Confirming No Delayed Answer
Identifying Fax Extensions
3-1
3-3
3-4
3-5
3-6
3-8
3-9
3-11
3-12
3-13
3-15
ii

Contents
Specifying Maximum Number of Digits in an Extension
Specifying Languages
■ Programming Voice Mailboxes
Creating Mailboxes
Creating the Delayed Call Handling Group
Coverage Mailbox
Creating the Night Service Call Handling Only
Group Coverage Mailbox
■ Changing Factory-Set Mailboxes
Assigning the System Administrator Mailbox
Changing the System Administrator’s Password
Assigning the System Operator Extension
Assigning a General Mailbox Owner
■ Programming the Schedule
Setting the Date and Time
Setting the Weekly Business Schedule
■ Setting the Touch-Tone Gate
Touch-Tone Gate Setting in Monolingual Mode
Touch-Tone Gate Setting in Bilingual Mode
■ Recording System Greetings
Recording the Day and Night Greetings
Recording a Voice Mail Greeting
■ Programming the Automated Attendant Menus
Selector Codes and Selector Code Actions
Automated Attendant Service Programming Sequence
Creating Announcements
Creating Submenus
3-16
3-17
3-19
3-20
3-26
3-28
3-28
3-30
3-31
3-32
3-33
3-35
3-36
3-38
3-44
3-45
3-47
3-47
3-48
3-51
3-54
3-55
3-60
3-60
3-63
iii

Contents
Creating the Day/Night Main Menus 3-67
■ Creating Group Lists
3-72
4MERLIN LEGEND System Programming
■ MERLIN LEGEND Planning Forms
■ Optional Group-Assigned Features
Hunt Type
Transfer Return Interval
VMS Transfer Return Interval
■ Call Answer Service
Programming Group Coverage
Creating the Group Coverage Delay Interval
Redirecting Calls Sent to Unassigned Extensions
■ Call Handling Methods
MERLIN LEGEND Planning Forms
Immediate Call Handling
Fax Call Handling
Delayed Call Handling
Night Service Call Handling Only
■ Setting Up the RMD
■ Optional System Features
Message-Waiting Receiver
Confirming the Touch-Tone Duration
Confirming the Touch-Tone Interval
Programming Labels
4-1
4-2
4-3
4-3
4-4
4-5
4-7
4-8
4-9
4-10
4-12
4-14
4-14
4-20
4-24
4-30
4-33
4-33
4-33
4-35
4-36
4-37
iv

Contents
5Post-Implementation
■ Programming Optional Features
Programming a MERLIN MAIL—ML Auto Dial Button
Programming a Delete Message Button
Programming a Message Return Call Button
Programming a Coverage VMS Off Button
Programming a Coverage Inside Button
■ Performing Acceptance Tests
Automated Attendant Service
Checking Call Answer Service (Extension Coverage)
Checking Call Answer Service (Line Coverage)
Voice Mail Service
5-1
5-1
5-2
5-3
5-4
5-6
5-7
5-8
5-8
5-12
5-13
5-13
6Troubleshooting
6-1
AMERLIN MAIL—ML Factory Settings
A-1
BMERLIN LEGEND Release 1.x
Installation Supplement
B-1
v

Contents
GL Glossary
GL-1
IN Index
IN-1
vi

About This Guide
This guide provides information and instructions for installing and
programming the MERLIN MAIL™ Voice Messaging System—Multi-Lingual
Version. It is intended for technicians who install, maintain, and repair
communications systems as well as the implementers who program the
system features.
The installation and system programming instructions in this guide are
presented in the order in which they should be performed.
In addition to instructions, this guide contains the following information:
■ Listing of MERLIN MAIL—ML system factory settings in
Appendix A
■ Supplemental programming instructions in Appendix B for
installing the MERLIN MAIL—ML system with MERLIN LEGEND®
Communications System Releases 1.0, 1.1, and 1.2i
■ Glossary of terms
■ Index
■ Detachable form on which to provide feedback on this guide to
AT&T
vii

About This Guide
Terms and Conventions
The following conventions are used throughout this guide:
Subscriber means a registered MERLIN MAIL—ML Voice Mail
Service user.
Telephone dialpad buttons are shown as rounded boxes enclosing
the digit, letter, or character they represent, such as
[1] for the
button containing the number "1".
[#] means press the pound button. The pound button is frequently
used as a termination character, enabling the system to detect the
end of an extension or password you have entered.
[*] means press the star button.
The prompts or responses provided by the MERLIN MAIL—ML
system are shown in italics:
This is a system prompt or response.
Factory-settings, or defaults, are identified by ◆ .
Related Guides
The following guides are available to help you set up, use, and maintain the
MERLIN MAIL Voice Messaging System-Multi-Lingual Version when it is
installed with MERLIN LEGEND Communications System Releases 1.0, 1.1,
1.2i, and 2.0. The guides that are supplied with the MERLIN MAIL—ML
system are marked with an asterisk.
You can order any of the guides listed in the following table from the AT&T
Customer Information Center. Phone numbers are listed on the inside front
cover of this guide.
viii
Related Guides

About This Guide
Guide Title
Order Number
MERLIN MAIL Voice Messaging
System-Multi-Lingual Version
Planning Guide and Forms 585-322-541
Installation, System Programming and 585-320-141
Maintenance
System Administration*
585-322-742
User’s Quick Reference* 585-322-741
MERLIN LEGEND Release 1.0
System Programming 555-610-111
PBX System Planning
555-610-113
PBX System Planning Forms
555-610-117
Key System Planning 555-610-112
Key System Planning Forms 555-610-116
MERLIN LEGEND Release 1.1
Release 1.1 Notes 555-610-119
MERLIN LEGEND Release 1.2i
Release 1.2i Notes 555-611-119
MERLIN LEGEND Release 2.0
System Programming 555-620-111
System Planning
555-620-112
System Planning Forms
555-620-113
MERLIN LEGEND Release 2.1
Release 2.1 Notes
555-620-003
* Supplied with the MERLIN MAIL—ML system.
Related Guides ix

Overview
1
System Services and Features
MERLIN MAIL Voice Messaging System—Multi-Lingual Version, hereafter
called the MERLIN MAIL—ML system, works with the MERLIN LEGEND
Communications System to automate the call handling, call answering, and
voice messaging needs of your company. To meet these needs, the MERLIN
MAIL—ML system offers three services:
■ Automated Attendant Service
■ Call Answer Service
■ Voice Mail Service
Automated Attendant Service provides the MERLIN MAIL—ML system’s call
handling features. Automated Attendant Service can be setup to answer calls
and present callers with menus of selectable options, such as transferring to
specific extensions or playing pre-recorded announcements. Automated
Attendant Service can also automatically route calls, accept fax calls, answer
calls based on a programmed business schedule, and provide customized
after-hours service.
Call Answer Service provides the MERLIN MAIL—ML system’s call coverage
features. Call Answer Service automatically answers calls when the subscriber
(user of the MERLIN MAIL—ML system) is either on another call or away from
the phone. Call Answer Service lets the caller leave a message for a
subscriber or transfer to another extension.
System Services and Features 1-1

Overview
Voice Mail Service provides the MERLIN MAIL—ML system’s voice
messaging features. Voice Mail Service lets subscribers send voice mail
messages to other subscribers and listen to messages left in their mailboxes
by subscribers and external callers.
All services provided by the MERLIN MAIL—ML system can be implemented
in a single language (monolingual mode) or two languages (bilingual mode). If
set up for bilingual mode, the MERLIN MAIL—ML system lets callers select
the language in which they want to hear prompts, menus, and
announcements. The MERLIN MAIL—ML system can operate in English,
French, or Spanish. In bilingual mode, English must be one of the language
choices.
A detailed description of the MERLIN MAIL—ML system’s services and
features follows. Figure 1-1 shows the main features associated with each
service.
1-2 System Services and Features

Overview
MERLIN MAIL—ML
Voice Messaging System
Monolingual/Bilingual Mode
Automated Attendant Service Voice Mail Service Call Answer Service
Prompts caller to make a choice
from a menu of options, then
routes the call to the selected
destination.
In bilingual mode, callers hear
prompts in the primary system
language. Callers can choose
to hear prompts in the alternate
language.
Immediate
Call Handling
Delayed
Call Handling Night Only
Call Handling
Extention Coverage Line Coverage
MERLIN MAIL—ML
system answers
external calls day
and night Callers
receive Automated
Attendant Service.
The System Operator
answers overflow
calls.
The System Operator
answers external
calls. Overflow calls
go to Automated
Attendant Service
day and night.
Allows subscribers to:
■ Send Messages
■ Listen to Messages
■ Forward Messages
■ Delete Messages
■ Reply to Messages
■ Record Personal Greeting
■ Change Password.
■ Administer Outcalling
In bilingual mode, after logging
in, subscribers hear prompts in
the language administered for
their voice mailbox.
The Automated
Attendant Service
answers calls only
after normal business
hours and transfers
them to selected
extensions.
Prompts caller to leave a
message or transfer to another
extension when the called party
does not answer.
In bilingual mode, callers hear
personal greeting in the
language administered for the
voice mailbox. Callers can
choose to hear prompts in the
alternate language.
Picksup unanswered
calls ringing at SA or
ICOM buttons and
accepts messages
left by caller
Pick up unanswered
Calls ringing on a line
button and accept
message left by caller,
(the call can be
ringing at more than
one extention.)
Figure 1-1. Overview of MERLIN MAIL—ML System Services and Features
System Services and Features 1-3

Overview
Monolingual or Bilingual Operation
You choose to operate the MERLIN MAIL—ML system in monolingual or
bilingual mode. In monolingual mode, you select the single language in which
MERLIN MAIL—ML system prompts, menus, and announcements are played.
In bilingual mode, you select both a primary system language and a
secondary system language. The primary system language is the default
language for which system prompts, menus, and announcements are played.
The secondary system language is the alternate language which callers can
choose to play prompts, menus, and announcements.
Whether you choose to operate in a monolingual or bilingual mode depends
on the needs of your callers and subscribers (voice mail users).
The MERLIN MAIL—ML system offers you the choice of three languages:
■ For monolingual mode, one of the following languages:
— English
— French
— Spanish
■ For bilingual mode, one of the following primary/secondary system
language combinations:
Primary Language Secondary Language
English French
English Spanish
French
English
Spanish English
NOTE:
In bilingual mode, English must be one of the languages.
1-4 System Services and Features