Lucent Technologies MERLIN LEGEND Release 6.1 Service manual

MERLIN LEGEND®
Communications System
Release 6.1
Pocket Reference
555-661-116
Comcode 108289562
Issue 1
August 1998

Ordering Information
To order copies of this document:
Call: BCS Publications Center
Write: BCS Publications Center
2855 North Franklin Road
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Order: Document No. 555-661-116
Comcode: 108289562
Issue 1, August 1998
For assistance when installing or programming the system:
Call: National Service Assistance Center (NSAC) at
1 800 628-2888 or your Lucent Technologies representative.
Notice
While reasonable efforts were made to ensure that the information
in this document was complete and accurate at the time of printing,
Lucent Technologies can assume no responsibility for errors.
Changes or corrections to the information in this document may be
incorporated into reissues.
Year 2000 Compliance
The MERLIN LEGEND®Communications System is certified to be
Year 2000 compliant. Additional information on this certification,
and other issues regarding Year 2000 compliance, is available
online at http://www.lucent.com/enterprise/sig/yr2000.
Copyright © 1998 Lucent Technologies 555-661-116
All Rights Reserved Issue 1
Printed in USA August 1998
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Trademarks
MERLIN LEGEND, DEFINITY, 5ESS, ACCUNET, CONVERSANT,
DEFINITY, MERLIN MAIL, MERLIN II, MERLIN Identifier, MLX-5,
MLX-5D, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L,
MLX-28D, Magic On Hold, MEGACOM, MultiQuest, MERLIN,
CentreVu, and SYSTIMAX are registered trademarks, and 4ESS,
ProLogix, AUDIX Voice Power, Fax Attendant System,
HackerTracker, PassageWay, Picasso, Lucent Technologies
Attendant, MERLIN PFC, and TransTalk are trademarks of Lucent
Technologies in the U.S. and other countries.
Mirage, StarSet, Supra, and Supra NC are registered trademarks
of Plantronics, Inc.
PagePac is a registered trademark, and Powermate and Zonemate
are trademarks of DRACON, a division of Harris Corp.
MS-DOS, Windows, Windows NT, and Microsoft are registered
trademarks of Microsoft Corporation.
IBM is a registered trademark of International Business Machines,
Inc.
CLASS is a service mark of Bellcore.
NORTEL is a registered trademark and DMS a trademark of
Northern Telecom.
MCI, Prism, and Vnet are registered trademarks of MCI
Communications.
Novell and NetWare are registered trademarks of Novell
Corporation.

MERLIN LEGEND Communications System Release 6.1
Pocket Reference
555-661-116 Issue 1
August 1998
Page v
Contents
Release 6.1 Enhancements (August, 1998) 1
Release 6.0 Enhancements (February, 1998) 4
Release 5.0 Enhancements (June, 1997) 7
Release 4.2 Enhancements (June, 1997) 12
Release 4.1 Enhancements (June, 1997) 14
Release 4.0 Enhancements (March, 1996) 15
Release 3.1 Enhancements (March, 1996) 17
Release 3.0 Enhancements (August, 1994) 18
Release 2.1 Enhancements (August, 1994) 21
Release 2.0 Enhancements (October, 1992) 23
Release 1.1 Enhancements (October, 1992) 25
Design Benefits 27
Environmental Specifications 28
Power and Grounding 30
Control Unit Interfaces 33
Network Interface Requirements 34
FCC Registration 34
DOC Registration 34
Hardware and Software Capacities 35
Ordering Codes 41
Control Unit Modules 74
Adjunct Summary 80

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Contents
Page vi
Power Supply Unit Load Requirements 90
Unit Load Calculation Rules 90
Unit Load Rating of System Modules 91
Unit Load Rating of System Trunks,
Telephones, and Adjuncts 92
System Feature Availability
by Operating Mode 93
Telephone and Operator Console Features 96
Reference Documents 110
Maintenance Error Codes 113
Technical Addendum 113
Module/Component History 133
Telephone LEDs 145
Wiring Constraints 149
Installing SPM 150
Accessing SPM 150
Technical Support Telephone Numbers 153

MERLIN LEGEND Communications System Release 6.1
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Page 1
Release 6.1 Enhancements (August, 1998)
Release 6.1 Enhancements (August, 1998)
Release 6.1 includes all Release 6.0 functionality, plus the
enhancements listed below.
■Private Networking
Release 6.1 enhances the functioning of the networked
MERLIN LEGEND Communications System in a number of
ways:
—Centralized Voice Messaging
One or more MERLIN LEGEND systems (Release 6.1 or
later) can share the voice messaging system (VMS) of
another MERLIN LEGEND system, provided the systems are
directly connected to the system with the VMS. In this
configuration, the system containing the VMS is known as
the hub. This sharing of the VMS is called “Centralized Voice
Messaging.” Centralized Voice Messaging includes the
functions of voice mail, Automated Attendant, and fax
messaging. See the
Network Reference for detailed
information about Centralized Voice Messaging.
Centralized Voice Messaging offers the following benefits:
—Private-networked MERLIN LEGEND systems do not
need a local VMS. Having systems use a centralized VMS
instead of separate VMS’s is more economical.
—Users that travel between sites can dial the same digits
anywhere in the private network to access the voice
messaging system. For example, a salesperson
headquartered in Cincinnati can dial the same four digits
at the company’s Los Angeles office to retrieve voice
messages.
—Productivity is enhanced because messages can be
forwarded and broadcasted to all personnel within the
private network.
—Calling groups on networked systems can send overflow
coverage to a shared VMS, so that an incoming caller can
leave a message instead of waiting in a queue.
—The VMS can light the Message Waiting lights on multiple
MERLIN LEGEND systems in a private network. This
greater efficiency saves time because a user only has to
look at his or her telephone to determine if he or she has a
message.
—Group Calling Enhancements
A calling group can have a
single non-local member that is
defined by the Uniform Dial Plan and exists on another
MERLIN LEGEND Communications System connected by a
tandem trunk to the local system. If a calling group contains a
non-local member, the non-local member must be the
only
member in the calling group. See the
Network Reference for
details.
A calling group containing a single non-local member can be
used for the same purposes as a calling group containing
local extensions, including:

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Release 6.1 Enhancements (August, 1998)
—Night Service. Night Service coverage can be provided
across a private network to a centralized Automated
Attendant, a non-local calling group, a QCC queue, a
DLC, or any individual extension on the remote system,
such as a night bell.
—Group Coverage. Group Coverage can be provided
across a private network to a VMS, a non-local calling
group, a QCC queue, a DLC, or any individual extension
on the remote system.
—Calling group overflow coverage. Calling group
overflow coverage can be provided by a centralized VMS,
a non-local calling group, a QCC queue, a DLC, or any
individual extension on the remote system.
—Calls directed to another system. Lines connected to
remote systems can be answered by any extension
programmed to answer the call, such as a centralized
Automated Attendant or a system operator (QCC or DLC).
—Transfer Redirect
When an Automated Attendant transfers a call to a non-local
extension, the transferring MERLIN LEGEND system
monitors the call to ensure that it is answered. If the non-local
extension is not available or the call is not answered within
the transfer redirect timeout period (fixed at 32 seconds), the
call stops ringing at the non-local destination and is
redirected to the extension on the same system as the
Automated Attendant that is programmed to receive
redirected calls. This redirect extension can be a QCC
queue, a calling group, or an individual extension.
—Direct Station Selector
Now users can press a Direct Station Selector (DSS) button
for a non-local extension to make or transfer calls to that
extension. However, no busy indication is displayed by the
DSS for non-local extensions.
—Call Forwarding
The Forward feature now can be used to send calls to non-
local extensions across the private network.
—SMDR
In addition to SMDR options for non-network calls placed to
and from the local system, system managers now can
program SMDR to log incoming and outgoing UDP calls, or
they can choose to log no UDP calls. The factory setting is to
record all UDP calls.
Customers who use a call accounting system may not want
to fill the database with calls coming and going across the
private network. These customers may choose not to log
UDP calls.
—Decrease in Call Set-Up Time
The set-up time for a call across a private network has been
reduced by programming the number of UDP digits
expected.

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Release 6.1 Enhancements (August, 1998)
—PRI Switch Type Test
A new maintenance test, the PRI Switch Type Test, has been
created to allow Lucent Technologies technicians or
authorized dealers to automatically determine if each end of
the PRI tandem trunks has been programmed correctly.
■Service Observing
Service Observing allows one extension to listen in on
(observe) a call at another extension. A typical application of
this feature is that of a Customer Service supervisor observing
how a Customer Service representative handles calls.
The Service Observing group can consistof from one extension
to all extensions in the system, including other Service
Observers. Up to 16 Service Observing groups can be
programmed. The Service Observer and the observed
extension must be on the same system.
The observer activates Service Observing either by pressing a
Service Observing button and then dialing an extension number
or by pressing a DSS or Auto Intercom button. The Service
Observer must use an MLX telephone to observe an extension;
the telephone at the observed extension can be of any type.
A warning tone that alerts the observer, the observed extension,
and the caller that Service Observing is occurring can be set to
On or Off through System Programming. The factory setting is
On.
■Win SPM
The System Programming and Maintenance (SPM) software is
now available in a Windows format called
Win SPM . For
Release 6.1 and later systems, Win SPM provides a graphical
user interface (GUI) for those tasks must commonly performed
by the system manager. Pictorial representations of system
components, such as modules and their vintages and the
creation of MLX telephone button labels, appear on Win SPM.
Win SPM also provides a DOS-emulator mode to program tasks
not currently supported by the GUI and to program a MERLIN
LEGEND system of Release 6.0 or earlier. Win SPM is
available on CD-ROM and is supported in Windows 95,
Windows NT, and Windows 98.
■Windows NT Driver
Now available is the MERLIN LEGEND Windows NT PBX
driver. When coupled with the CentreVu Telephony Services
application, the driver provides true server-based Computer
Telephony Integration (CTI). The new driver requires a MERLIN
LEGEND system of Release 5.0 or later and servers and PCs
that support the applications.

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Release 6.0 Enhancements (February, 1998)
Release 6.0 Enhancements (February, 1998)
Release 6.0 includes all Release 5.0 functionality, plus the
enhancements listed below.
■Private Networks
In Hybrid/PBX mode systems only, MERLIN LEGEND
Communications Systems can be networked with one another
or with DEFINITY®Enterprise Communications Server (ECS)
and ProLogix™Communications Systems in private networks.
In previous releases, this functionality is available using tie
lines, but users handle calls between networked switches as
outside calls. In this release, dialing the pool access code is not
necessary for a call going from one networked switch to
another. Also, delay-start tie trunks or T1 trunks programmed as
PRI can act as
tandem trunks to connect networked systems.
Available for Hybrid/PBX mode systems, the private network
features of the MERLIN LEGEND Communications System
Release 6.0 provide the following advantages for
geographically dispersed organizational sites:
—Intersystem Calling. In a private network, users on one
local system can call extensions on other systems in the
network. Release 6.0 can support 2-, 3-, 4-, or 5-digit dial
plans. They dial these extensions as inside calls. To
implement this function, the system manager programs the
extension ranges of remote networked switches to create a
non-local dial plan. This programming does not actually
affect numbering on the remote system. To correctly set up
systems for transparent calling among non-local dial plan
extensions, the system manager assigns networking tie and/
or PRI tandem trunks to pools. Then he or she programs as
many as 20 patterns, associates with routes, Facility
Restriction Levels (FRLs), digit absorption, and digit
prepending. This allows ARS-like routing of non-local dial
plan calls. In addition, system managers can control whether
calling name, calling number, or both are shown at MLX
display telephone for incoming calls across PRI tandem
trunks.
—Toll Savings. Private networked trunks may allow you to
realize significant cost savings on long-distance and toll calls
by performing tandem switching in the following two ways:
—Callers on a local system, or individuals dialing in to
remote access at a local system, can reach the public
switched telephone network (PSTN) via outside trunks
connected to other systems in a private network, avoiding
toll charges or decreasing the cost of toll calls. No special
dialing is required. For example, an organization might
have a main office in Boston and a subsidiary office in
New Jersey, connected by networked private tandem
trunks between two systems. A user in the New Jersey
office who wishes to make an outside call to the 617 area
code (Boston) can do so through a line/trunk connected to
the system in Boston. For example, he or she might dial,
 . The local ARS tables would route this
call over the private network trunks and use the ARS
tables of the remote system in Boston to route this call.

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Release 6.0 Enhancements (February, 1998)
The system managers at each end of a private network set
up ARS and Remote Access features to implement this
functionality.
—In addition, local organizations or incoming DID calls use
private networked trunks to make intersystem calls
between networked systems, which may be
geographically distant from one another, also resulting in
toll savings.
—Service Cost Savings. In addition to toll call saving, there
are two ways that organizations can save on service costs
incurred from telecommunications providers that provide
public switched telephone network access:
—You order a point to point T1 facility from a service
provider, then use system programming to set it up for PRI
signalling. As necessary, a service provider can provide
amplification on the T1 facility, but does not supply
switching services.
—You can tailor your use of PRI B-channels with drop-and-
insert equipment that allows fractional use of B-channels
for dedicated data/video communications between
systems at speeds greater than 64kbps per channel or
128 kbps for 2B data, while keeping the remaining
B-channels for PRI voice traffic. The PRI D-channel
must remain active.
—You can tailor use of T1 channels to support both T1-
emulated tandem tie service and T1 Switched 56 service
for data communications at 56 kbps per channel, allowing
2B data transfers at 112 kbps. You can also use drop-and-
insert equipment to provide fractional T1 use.
—Voice Mail and Auto Attendant. Networked systems should
have their own local voice mail and/or auto attendant
applications as well as their own external alerts and Music
On Hold sources. However, a single auto attendant can
transfer calls throughout the network. It can answer only
those calls that arrive on the PSTN facilities of the system
where it is connected.
Although many features are available using tie trunks for
network connectivity, PRI tandem trunks provide greatly
enhanced features and faster call setup. For this reason, PRI is
recommended over tie functionality in private networks.
■Group Calling Enhancements
Release 6.0 and later systems include Group Calling features
that enhance group calling operations.
—Queue Control
The system manager can control the maximum number of
calls allowed in the primary calling group queue for calls that
arrive on certain facilities often assigned to calling groups.
When the number of the calls in queue reaches the
programmed maximum, subsequent callers receive a busy
signal.
Queue control applies to calls received on the following types
of facilities:
—DID (Direct Inward Dialing)
—PRI facilities programmed for dial-plan routing

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Release 6.0 Enhancements (February, 1998)
—All calls transferred from a VMI (voice messaging
interface) port
—Dial-in Tie
Queue control also applies to internal calls to a calling group
and calls to a calling group through the QCC.
Internal calls that dial
 or  and are directed to a
calling group programmed as Position-Busy Backup are
eligible for queue control. Calls that come in on a trunk
assigned to the Queued Call Console (QCC) are not eligible
for queue control if the call is directed to a calling group
designated as Position-Busy Backup.
Remote-access calls to a calling group, coverage calls
directed to a calling group, calls directed to calling group
through QCC Position-Busy backup, and all other outside
calls are not eligible for queue control.
—Prompt-Based Overflow
System managers can activate the Prompt-Based Overflow
option. This option allows callers waiting in queue and
listening to a delay announcement to press the # key in order
to reach the overflow receiver for the group, which may be
the QCC queue or another calling group (including a calling
group assigned for a voice mail system).
All three overflow distribution options—based on the number
of calls, the time a caller has waited, and according to the
caller’s prompt—may be used at one time. In this case, time-
based and number-of-calls based options take precedence
over overflow distribution based on the caller’s prompt.
When prompt-based overflow distribution is used, an extra
TTR must be provided for each delay announcement device
assigned to the associated calling group. The delay
announcement informs the caller of the # key option to exit
the queue and leave rather than waiting for an agent. If no
TTR is available when a calling group call arrives, the call is
not sent to a delay announcement extension.
■Centrex Transfer via Remote Call Forwarding
Centrex Transfer via Remote Call Forwarding can be used in all
system modes of operation to send outside calls to a remote
telephone number or another Centrex station. In this context,
the term
outside calls refers to calls from outside the
communications system, which may originate at extensions in
the Centrex system but not connected to the local MERLIN
LEGEND Communications System.
An outside call that uses this feature is defined as a call that
arrives on an analog Centrex loop-start line at the MERLIN
LEGEND Communications System. It may arrive directly or be
transferred without consultation or without transfer supervision
(in the case of an automated attendant). The forwarding call to
the outside number is made on the same line/trunk on which the
call arrived, conserving system facilities. The following
considerations and rules apply:
—Only outside Centrex calls are forwarded using this feature.

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—The system must be equipped with analog loop-start Centrex
lines and
all loop-start lines in the system must be Centrex
facilities. Loop-start lines do not have to provide reliable
disconnect for use by the Centrex Transfer via Remote Call
Forwarding feature.
—To transfer calls outside the Centrex system, the organization
must subscribe to a Centrex trunk-to-trunk transfer feature.
Activating Centrex Transfer via Remote Call Forwarding is just
like activating regular Remote CallForwarding and requiresthat
Remote Call Forwarding be enabled for the extension.
However, the user dials instead of a dial-out code, and a
Pause character may be required after the . The Centrex
service provider determines whether the Pause is needed.
Pause cannot be originated from a single-line telephone or a
remote access user. A multiline telephone user in the local
system must enter an authorization code to activate the feature.
A remote access user may activate the feature without using an
authorization code. Barrier code requirements do apply,
however.
■Authorization Codes and Remote Call Forwarding
In Release 6.0 and later Key or Hybrid/PBX mode systems,
forwarding features, including Centrex Transfer via Remote Call
Forwarding, but excluding Follow Me, can be activated or
deactivated at a multiline telephone by entering the
authorization code for the extension from which calls are to be
forwarded. The user enters the authorization code, then
activates or deactivates the forwarding feature in the normal
fashion. This is especially useful for a single-line telephone user
who must include a Pause character in a Centrex Transfer via
Remote Call Forwarding dialing sequence, because the
character cannot be dialed at a single-line telephone. It is also
useful when activating Call Forwarding or Remote Call
Forwarding at phantom stations, or via remote access (e.g. from
another switch in the network). No other features can be used
by entering an authorization code in this fashion.
Release 5.0 Enhancements (June, 1997)
Release 5.0 includes all Release 4.2 functionality plus the
enhancements listed below.
■Computer Telephony Integration (CTI)
Beginning with Release 5.0, a PassageWay®Telephony
Services CTI link from the MERLIN LEGEND Communications
System to a LAN server running Novell®NetWare®software
allows Lucent Technologies-certified telephony applications to
control MLX and analog multiline telephone (BIS only)
operations that are monitored by the applications. The physical
connection for the CTI link is an MLX port on a 008 MLX or 408
MLX module on the MERLIN LEGEND Communications
System control unit and an ISDN link interface card plugged into
the customer’s server. The feature is available for Hybrid/PBX
mode systems only.

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Release 5.0 Enhancements (June, 1997)
System Requirements for CTI link
Refer to Chapter 2 of the Network Manager’s Guide for detailed
installation instructions.
The following equipment and software are required:
■An Intel i386, Intel i486, or Pentium class computer with at least
16 megabytes of RAM. Additional memory may be needed if
additional applications will be running on the server machine.
■NetWare Version 4.10 or Version 3.12
■5 megabytes of disk space available on the SYS (system)
volume
■Telephony Services for NetWare software, Releases 2.21 or
later, installed
■An Eicon/G. Diehl SCOM card for the CTI link
■A free 8- or 16-bit ISA slot for the Eicon/G. Diehl SCOM card
■System software Release 5.0 or later installed on the MERLIN
LEGEND Communications system
■The MERLIN LEGEND configured in Hybrid/PBX mode
■An MLX port board (using firmware Version 28 or later, except
Version 29) installed in the MERLIN LEGEND
NOTE:
The 008 MLX and 408 MLX modules must have firmware
vintage other than 29. If the module has firmware 29,
programming a CTI link on the module is prevented. An earlier
or later vintage firmware is supported.
■If the MERLIN LEGEND switch has only one MLX port board,
you also need System Programming and Maintenance (SPM)
software, Version 5.01, to program the CTI link
■One port on the MLX board is used for the CTI link. This port
cannot be a potential operator port (2, 3, 4, 6, 7, and 8 must be
available) or a console programming port
■For a NetWare 3.12 installation, ensure that either
NWSNUT.NLM, Version 4.11 or later, and TUI.NLM, Version
1.04 or later, is obtained from Novell and installed in the
SYS:\SYSTEM directory
NOTE:
To obtain these NLMs from Novell, access either the Novell
web site (http:\\www.novell.com) or the Novell FTP site
(ftp.novell.com). First, download IPXRT4.EXE and follow the
directions in the associated readme file. Then, download
NWSNUT.NLM and TUI.NLM.
■Basic Call Control. A CTI link application on a user’s computer
can assume basic call control of the user’s analog multiline or
MLX telephone’s SA buttons. Basic call control includes:
—Answering calls arriving on an SA button
—Making calls from an SA button
—Hanging up calls
—Hold and retrieving a call on hold at the user’s extension
—Conference calls from a DLC or QCC operator

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Release 5.0 Enhancements (June, 1997)
NOTE:
Transfer and 3-way conference, when handled through a
CTI link application, provide the original caller’s calling
number information or other information to the transfer
receiver or new conference participant, if the user has
screen-pop capability.
■Screen Pop. Screen pop occurs when the calling number,
called number, or other user-defined identifier (such as an
account code that a voice-response unit prompts the caller to
dial) is used to display a screen associated with the calling
party. For example, Caller ID services can be used to support
screen pop on a system that includes a CTI link; using the
calling party number as a database key code, information about
a caller automatically appears on the user’s computer screen
when the call arrives at the extension. Depending on the
application, screen pop may be available for calls that arrive on
line buttons other than SA buttons and/or are answered
manually at the telephone rather than by the application.
Screen pop can occur on incoming calls from the following
sources:
—Calling group distribution
—ISDN PRI Routing by Dial Plan
—An extension on the MERLIN LEGEND Communications
System
—Remote Access
NOTE:
In the case of remote access calls, the only information
that the application can collect about the caller is the
remote telephone number.
—A transfer of a call that was answered by a voice response
unit
—A transfer, redirection, or conference of a call that was
answered at a DLC or at a QCC
NOTES:
DLCs (Direct-Line Consoles) may use CTI applications. If
they do, they perform the same way as other extensions. A
DLC assigned to use a CTI link application is a monitored
DLC. When a DLC is used as a regular operator console
and not assigned as a CTI link extension, it is non-
monitored.
Calls to a QCC non-monitored DLC do not initiate screen
pop at the operator position., but when an operator directs
a call to an extension using a CTI application, caller
information does initiate screen pop.
Calls transferred from Cover buttons on non-monitored
DLCs do not initiate screen pop at the destination
extension.
■HotLine Feature. The Release 5.0 HotLine feature is designed
for retail sales, catalogue sales, and other types of businesses
and organizations. It is available in all three modes of system
operation. The feature allows a system manager to program a
single-line telephone extension as a HotLine. When a user lifts

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Release 5.0 Enhancements (June, 1997)
the handset at the HotLine extension, the telephone automati-
cally dials the inside extension or outside telephone number
programmed as the first Personal Speed Dial number (code 01)
for the extension. At HotLine extensions, calls cannot be trans-
ferred, put on hold, or conferenced.
Personal Speed Dial codes can be programmed at the exten-
sion prior to HotLine assignment (a system programming func-
tion). Alternatively, a Personal Speed Dial code can be
programmed from the single-line telephone after HotLine opera-
tion is assigned. However, because of security considerations,
this is a one-time opportunity. Once the Personal Speed Dial
number is programmed, any changes to it or any other exten-
sion programming must be performed using centralized tele-
phone programming.
Any type of inside or outside line that is normally available to a
single-line telephone can be assigned to a HotLine extension.
Generally, the HotLine telephone does not receive calls, and its
line should be set to No Ring.
SECURITY ALERT:
!
A HotLine single-line telephone accesses a loop-start line,
the line should provide and be programmed for Reliable
Disconnect. If it is not, a caller may be able to stay on the
line after the initial call and access an outside line.
■Call Center Enhancements. Release 5.0 and later systems
include Group Calling features to enhance call center operation.
—Most Idle Hunt Type. In addition to the Circular (factory set-
ting) and Linear hunt types supported in earlier releases, a
third hunt type distributes calling group calls in an order
based on which agent has waited the longest since transfer-
ring or hanging up on an incoming calling group call. For
some applications, this hunt type is more efficient than the
circular type because it takes into account the varying dura-
tion of calls. The system distributes calls based on when an
agent last completed a call, not on when he or she last
received one. This hunting method ignores non-calling group
calls. For example, if an agent transfers a call that arrived on
a line not assigned to the calling group, the calling group
member’s most-idle status is unaffected.
—Secondary Delay Announcement Device. The system
manager can designate an extension for an optional second-
ary delay announcement device in addition to the single
device for each group that is available in Release 4.2 and
earlier systems. One device is the primary device and oper-
ates in the same fashion as a single delay announcement
device, playing once, as soon as it is available, for the caller
who has waited the longest for a calling group agent. If a sec-
ondary announcement device is used, it can be set to repeat
or play only once for each caller, the factory setting. The sys-
tem manager programs the time (0-900 seconds) between
announcements. This setting controls both the interval
between primary and secondary announcement and the
interval between repetitions of the secondary announcement
if it is set to repeat.

MERLIN LEGEND Communications System Release 6.1
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Page 11
Release 5.0 Enhancements (June, 1997)
The primary and secondary announcement options, when
used together, allow an initial message to play for callers,
followed by a repeating announcement that, for example,
urges callers to stay on the line and wait for a calling group
member.
—Enhanced Calls-in-Queue Alarm Thresholds. Three Calls-
in-Queue Alarm thresholds can be set to more clearly
indicate the real-time status of the queue according to the
behavior of programmed Calls-in-Queue Alarm buttons. In
earlier releases, only one Calls-in-Queue Alarm Threshold
setting is available to activate the LEDs at programmed
Calls-in-Queue Alarm buttons for a calling group.
Using all three levels, the system manager sets Threshold 1
to the lowest value, Threshold 2 to a middle value, and
Threshold 3 to the highest value. A Calls-in-Queue Alarm
button indicates the severity of the alarm conditions in the
following ways:
—If the number of waiting calls is less than the value
programmed for Threshold 1 or drops below that level, the
LED is unlit.
—If the number of waiting calls is greater than the
Threshold 1 value but less than the Threshold 2 value, the
LED winks.
—If the number of waiting calls is greater than the
Threshold 2 value but less than the Threshold 3 value,
the LED flashes.
—If the number of waiting calls is greater than the highest
value, Threshold 3, the LED lights steadily.
NOTE:
A DSS (Direction Station Selector) button that is used as a
Calls-in-Queue Alarm button can only indicate two
threshold levels, either by flashing or by lighting steadily. If
a calling group must use this type of Calls-in-Queue Alarm
button, only two threshold levels should be programmed.
If all three thresholds are set to the same value, the result is
one threshold only. If two values are the same, then the
result is two alarm levels. The factory setting is one call for all
three thresholds.
An external alert only signals when the number of calls in the
queue exceeds the programmed Threshold 3 value.
—MLX-5 and MLX-5D Telephones. The MLX-5 nondisplay
and the MLX-5D display telephones are compatible with all
system releases. The display telephone includes a 2-line by
24-character display, and both telephones come with 5 line
buttons.

MERLIN LEGEND Communications System Release 6.1
Pocket Reference
555-661-116 Issue 1
August 1998
Page 12
Release 4.2 Enhancements (June, 1997)
Release 4.2 Enhancements (June, 1997)
Release 4.2 includes all Release 4.1 functionality plus the
enhancements listed below. There are no hardware changes or
Release 4.2.
■Additional Network Switch interface and Services Options
for ISDN Primary Rate Interface (PRI)
Release 4.2 of the system supports connectivity to MCI®or
local exchange carrier (LEC) PRI services and to the following
central office switch types (in addition to the 4ESS™ and 5ESS
switch types that are currently available for AT&T Switched
Network Services):
—Nortel® DMS™-100 Generic BCS 36 for local exchange
carrier services
—Nortel DMS-250 Generic MC107 serving the MCI network
—Digital Switch Corporation DEX600E Generic 500-39.30
serving the MCI network
Beginning with Release 4.2, the following MCI PRI and local
exchange carrier (LEC) PRI services (along with the AT&T
Switched Network Services) can be connected to users of the
MERLIN LEGEND Communications System:
—MCI Toll Services for DMS-250 or DEX600E switch type:
R MCI Prism® service for domestic outgoing long-distance
and international voice calls; for domestic outgoing 56-
kbps restricted, 64-kbps unrestricted, and 64-kbps
restricted circuit-switched data calls
R MCI VNet® service for incoming and outgoing domestic
and voice calls; for 56-kbps restricted, 64-kbps restricted,
and 64-kbps unrestricted circuit-switched data calls
R MCI 800 for domestic, toll-free, incoming voice calls
R MCI 900 service numbers
—Local Exchange Carrier Services for DMS-100 switch type:
R DMS Virtual Private Network service for calls between the
MERLIN LEGEND Communications System and another
communications system (such as another MERLIN
LEGEND Communications System)
R DMS INWATS (Inward Wide Area Telephone Service) for
domestic, toll-free, incoming voice calls
R DMS OUTWATS (Outward Wide Area Telephone Service)
for domestic, outgoing, long-distance voice calls
R DMS FX (foreign exchange) to provide local call rating for
calls from the local exchange to the area serviced by the
foreign exchange.
R DMS Tie Trunk to provide private exchange call rating for
calls placed on a dedicated central office facility between
the MERLIN LEGEND Communications System and
another communications system (such as another
MERLIN LEGEND Communications System)

MERLIN LEGEND Communications System Release 6.1
Pocket Reference
555-661-116 Issue 1
August 1998
Page 13
Release 4.2 Enhancements (June, 1997)
■Improvements to Station Message Detail Recording (SMDR)
and Support for MERLIN LEGEND Reporter Application
The SMDR feature is enhanced to provide more details about
calling group agent activities and help system managers assess
the effectiveness of call centers, in terms of both agent
performance and the adequacy of facilities to handle inbound
calls. These improvements apply to calling groups that are
programmed as Auto Login or Auto Logout type:
—TALK Field. For Auto Login and Auto Logout calling groups,
the TALK field records the amount of time a calling group
agent spends on a call.
—DUR. (DURATION) Field. Call timing begins when a call
arrives at the MERLIN LEGEND Communications System
and not after a preset number of seconds. This allows the
system manager to determine how long a caller waited for an
agent’s attention.
—Coding of Calls on Reports. An asterisk (*) appears in the
call record when:
a. A call is not answered by an Auto Login or Auto Logout
calling group agent and is abandoned while waiting for an
agent.
b. The call is answered by someone not a member of an
Auto Login or Auto Logout calling group.
An exclamation point (!) signals that an Auto Login or Auto
Logout agent handled a call that was answered by someone
who was not a member of that Auto Login or Auto Logout
with Overflow group. An ampersand (&) in the call record
indicates that the group’s overflow receiver answered the
call.
—MERLIN LEGEND Reporter. MERLIN LEGEND Reporter
provides basic call accounting system reports for all
incoming calls to Auto Login or Auto Logout type calling
groups. MERLIN LEGEND Reporter assists in determining
the effectiveness of calling group agents, assessing the level
of service provided to callers, and ascertaining whether
adequate incoming phone lines and agents are available to
handle peak call load. The following reports are provided:
R Organization Detail Report
R Organization Summary and Trends Report
R Selection Detail Report
R Account Code Report
R Traffic Report
R Extension Summary Report
R Data Report
R Talk and Queue Time Distribution Report
R Time of Day Report
R ICLID Call Distribution Report
R Facility Grade of Service Report

MERLIN LEGEND Communications System Release 6.1
Pocket Reference
555-661-116 Issue 1
August 1998
Page 14
Release 4.1 Enhancements (June, 1997)
■Maintenance Enhancements
—Change to Permanent Error Alarm
Beginning with Release 4.2, the most recent permanent error
alarm is not shown on the System Error Log menu screen but
is available as an option from that screen. For details, refer to
the Maintenance section of the technician guide, Installation,
Programming and Maintenance.
—Enhanced Extension Information Report
Beginning with Release 4.2, the Extension Information
Report includes the Extension Status (ESS) and supervisory
mode for each extension.
Release 4.1 Enhancements (June, 1997)
Release 4.1 includes all Release 4.0 functionality plus the
enhancements listed below. There are no hardware changes in
Release 4.1.
■Coverage Timers Programmed for Individual Extensions
Beginning with Release 4.1, coverage timers, which control the
duration of the delay before calls are sent to each level of
coverage, are changed as follows:
—The Group Coverage Ring Delay (1-9 rings) is programmed
on individual extensions and replaces the Coverage Delay
Interval programmed systemwide in previous releases.
—The Primary Cover Ring Delay (1-6 rings) and Secondary
Cover Ring Delay (1-6 rings) programmed on individual
extensions replace the Delay Ring Interval programmed
systemwide in previous releases.
These enhancements allow the system manager to customize
coverage call delivery to match individual extensions’ call-
handling requirements.
■Night Service Coverage Control
Beginning with Release 4.1, a system manager can enable the
Night Service Coverage Control option to automatically control
the status of telephones programmed with Coverage VMS
(Voice Mail System) Off buttons according to Night Service
status.
When Coverage Control is enabled and the MERLIN LEGEND
Communications System is put into Night Service, all
programmed Coverage VMS Off buttons are automatically
turned off (LED is off) and all eligible outside calls are sent to
the assigned voice messaging system calling group with normal
ringing delay. When Night Service is deactivated during the day,
all programmed Coverage VMS Off buttons are automatically
turned on (LED is on) and voice mail coverage is disabled for
outside calls.
Users can override the Coverage VMS Off button status at any
time by pressing the programmed Coverage VMS Off button to
turn the LED on or off.
■Night Service Group Line Assignment
Beginning with Release 4.1, a system manager can assign lines
to Night Service groups to control handling of after-hours calls
received on individual lines. This capability replaces the