Lucent Technologies MERLIN LEGEND Release 7.0 User manual

555-670-119
Comcode 108370321
Issue 1
April 1999
MERLIN LEGEND®
Communications System
Release 7.0
System Manager’s Quick Reference
670119_1.book Page i Thursday, February 18, 1999 7:20 AM

Notice
Every effort has been made to ensure that the information in this guide is complete and accurate at the time of printing.
Information, however, is subject to change. See
Appendix A, “Customer Support Information,” in
System Programming for important information.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party—for example, persons
other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note
that there may be a risk of toll fraud associated with your telecommunications system, and, if toll fraud occurs, it can
result in substantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your system, such as programming and configuring
your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation,
instruction, and system administration documents provided with this product in order to fully understand the features
that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not
warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication
services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges
that result from such unauthorized use. For important information regarding your system and toll fraud, see Appendix A,
“Customer Support Information,” in
System Programming .
Federal Communications Commission Statement
This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of
the 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 their own expense. For further FCC information, see Appendix A,
“Customer Support Information,” in
System Programming .
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 radioélectriques dépassant les limites applicables aux appareils
numériques de la classe A préscrites dans le réglement sur le brouillage radioélectrique édicté par le ministère des
Communications du Canada.
Copyright © 1999, Lucent Technologies Document 555-670-119
All Rights Reserved Comcode 108370321
Printed in USA Issue 1
April 1999
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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.
Trademarks
5ESS, AUDIX, CONVERSANT, CentreVu, DEFINITY, Magic On Hold, MERLIN, MERLIN LEGEND, MERLIN Mail,
PARTNER, PassageWay, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, MLS-6, MLS-12, MLS-12D,
MLS-18D, MLS-34D, SYSTIMAX, TransTalk, and Voice Power are registered trademarks and 4ESS, Intuity, Lucent
Technologies, and Prologix are trademarks of Lucent Technologies in the US and other countries.
Acculink, ACCUNET, MEGACOM, MulitiQuest, MLX-5, MLX-5D, and NetPROTECT are registered trademarks of
AT&T.
Microsoft, Windows, Windows NT, and MS-DOS are registered trademarks of Microsoft Corporation.
ProComm and ProComm Plus are registered trademarks of DataStorm Technologies, Inc.
Supra, Supra NC, StarSet, and Mirage are registered trademarks of Plantronics, Inc.
UNIX is a registered trademark of UNIX System Laboratories, Inc.
PagePac is a registered trademark and Powermate and Zonemate are trademarks of DRACON, a division of Harris
Corporation.
Okidata is a registered trademark of Okidata Corporation.
Pipeline is a trademark of Ascend Communications, Inc.
Intel and Pentium are registered trademarks of Intel Corporation.
Apple and Macintosh are registered trademarks of Apple Computer, Inc.
IBM is a registered trademark of International Business Machines, Inc.
Novell and NetWare are registered trademarks of Novell Corporation.
CLASS is a servicemark of Bellcore.
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0
Ordering Information
For more information about Lucent Technologies documents, refer to the section entitled “Related Documents” in
“About This Guide” in
System Programming .
Support Telephone Number
In the continental US, Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent
Technologies Helpline at 1-800-628-2888 or your Lucent Technologies authorized dealer if you need assistance when
installing, programming, or using your system. Outside the continental US, contact your local Lucent Technologies
authorized representative.
Network Engineering Group
For assistance in designing a private network, call the Network Engineering Group at 1-888-297-4700.
Lucent Technologies Corporate Security
Whether or not immediate support is required, all toll fraud incidents involving Lucent Technologies products or services
should be reported to Lucent Technologies Corporate Security at 1-800-821-8235. In addition to recording the incident,
Lucent Technologies Corporate Security is available for consultation on security issues, investigation support, referral
to law enforcement agencies, and educational programs.
Lucent Technologies Fraud Intervention
If you suspect you are being victimized by toll fraud and you need technical support or assistance, call BCS National
Service Assistance Center at 1-800-628-2888.
Warranty
Lucent Technologies provides a limited warranty on this product. Refer to “Limited Warranty and Limitation of Liability”
in Appendix A, “Customer Support Information,” of
System Programming .
Call: BCS Publications Center
Voice 1-800-457-1235 International Voice 317-322-6791
Fax [phone] International Fax [phone]
Write: BCS Publications Center
2855 North Franklin Road
Indianapolis, IN 46219-1385
Order: Document No. 555-670-119
Comcode: 108370321
Issue 1, April 1999
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0
MERLIN LEGEND®
Communications System Release 7.0
System Manager’s Quick Reference
System Information Sheet
If you have a problem with your system, you may be able to resolve it quickly and easily by
following the appropriate troubleshooting procedure in this guide.If the problem persists or is
not listed in this guide, call the Lucent Technologies Helpline at 1-800-628-2888 for further
assistance; consultation charges may apply.
When you call the Helpline, the Lucent Technologies representatives can better help you if
you have available the following system information and troubleshooting information. Also,
obtain system planning Form 2a, System Numbering: Extension Jacks, and
Form 2c, System Numbering: Line/Trunk Jacks.
System Information
Troubleshooting Information
Type of equipment experiencing the problem (for example, MERLIN LEGEND
Communications System, MERLIN LEGEND Mail, or a particular system component).
Company Name (as on equipment order)
Account Number (if known)
Customer Identification Number
Main Listed Telephone Number (for this
location)
Lucent Technologies Contact Name and
Telephone Number
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0
System Information Sheet— Continued
A description of the problem:
Has this problem occurred before?
Have you attempted to troubleshoot the problem?
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MERLIN LEGEND Communications System R7.0
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Contents
vii
Contents
Contents vii
Getting Started 1
■Welcome 1
■System Overview 1
Incoming Trunks 3
Modes of Operation 5
System Components 8
Line/Trunk and Extension Modules 10
Auxiliary Equipment 17
Features 20
Applications 26
System Capacities 28
Related Documents 37
■Programming Overview 39
Types of Programming 39
Methods of Programming 41
Summary Programming Procedures 41
Managing the System 43
■Overview 43
■Starting and Ending System Programming 44
Displaying the System Programming Menu 44
About Moving Among System Programming Screens 44
Exiting System Programming 45
■Setting Basic System Operating Conditions 46
Setting System Date 46
Setting System Time 46
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System Manager’s Quick Reference 555-670-119
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Contents
viii
Backing Up the System 47
■Performing Centralized Telephone Programming 48
Programming Features onto a Single Telephone 49
Copying Feature and SA/ICOM Buttons 49
Copying Line/Trunk Button Assignments 50
■Managing Telephones 52
Adding/Removing an Extension 52
Single Renumbering 54
Block Renumbering 54
Assigning/Unassigning Trunks or Pools to Extensions 55
Assigning/Unassigning ICOM or SA Buttons 55
Programming for Tip/Ring on 412 LS-ID-ETR and
016 ETR Modules 56
Identifying Analog Multiline Telephones without BIS or
HFAI Capability 57
Identifying Analog Multiline Telephones for the Voice
Announce Feature 58
Identifying Analog Multiline Telephones at Data
Workstations 58
Moving an Extension 59
Assigning a HotLine Extension 59
Changing Calling Restrictions 60
Changing Trunk-to-Trunk Transfer Status 60
Changing Coverage Delay Rings 61
Adding/Removing a Line 62
Managing the DLC and QCC Operator Positions 63
Assigning a DLC Operator Position 63
Assigning a QCC Operator Position 63
Assigning QCC Operator to Receive Calls 64
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Contents
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Assigning QCC Queue Priority Level 65
Adding Optional Operator Features 65
Setting Operator Hold Timer 66
Enabling the DLC Operator Automatic Hold 67
Programming Hold Return 67
Programming Automatic Hold or Release 68
Setting Queue over Threshold 68
Programming Elevate Priority 68
Programming Calls-In-Queue Alert 69
Programming a QCC Operator to Receive Call Types 69
Assigning QCC Call Type Queue Priority Level 70
Enabling Voice Announce 71
Programming for Message Center Operation 71
Programming for Extended Call Completion 72
Setting Return Ring 72
Programming for Position Busy Backup 73
Connecting Auxiliary Equipment 73
Programming for Music-On-Hold 74
Programming for Loudspeaker Paging 74
Programming for Fax Machines 75
Programming for Maintenance Alarms 76
Programming for Voice Messaging System and
Automated Attendant 77
Managing Group Features 78
Changing Group Calling Member Assignments 78
Changing Group Coverage Member Assignments 78
Managing Lists 79
Revising an Allowed List 79
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Contents
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Assigning an Allowed List to Extensions 80
Revising a Disallowed List 80
Assigning a Disallowed List to Extensions 81
Managing Night Service Features 81
Revising Night Service with Group Assignments 81
Revising Night Service with Coverage Control 83
Changing Labels 83
Changing Extension Directory Labels 84
Changing Trunk Labels 84
Changing Posted Message Labels 85
Changing Calling Group Labels 85
Changing System Speed Dial Labels 86
Managing CTI Links 86
Printing a System Information Report 87
Busying Out the MLX Module 87
Adding a CTI Link 88
Removing a CTI Link 88
Restoring the MLX Module 88
About Reports 89
■Overview 89
■Printing SMDR Reports 92
■Printing System Programming Reports 93
Troubleshooting the System 95
■Overview 95
■All Telephones Are Dead (No Dial Tone or Lights) 97
■Some Telephones Are Dead (No Dial Tone or Lights) 98
■Difficulty Making Outside Calls 103
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Contents
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■Telephone Does Not Ring 108
■DLC Not Ringing for Incoming Calls 112
■QCC Not Ringing for Incoming Calls 114
■Single-Line Telephones Ring Back after Completed Call 117
■Cannot Transfer Call after Answer on an Outside Line 118
■Night Service Not Working 120
■Calls Not Going to Voice Mail 123
■Callers Receiving Incorrect Response from Voice Mail 128
■Calls Not Going to Coverage 130
■Trouble Hearing Called Party 132
■Programmed Button Fails 134
■Reminder Messages Received with the Wrong Time 136
■Recall/Switchhook Does Not Work 137
■Calling Group Members Not Receiving Calls 139
■Calls Not Receiving Screen-Pop 142
■Calling Group Overflow Calls Not Receiving Screen-Pop 145
■Secondary Announcements Not Playing as Programmed 146
■On 016 MLX Module, Ports 1–8 Work, but Ports 9–16 Do Not 151
■Other or Unresolved Problems 152
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Contents
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Getting Started
1
Welcome
MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
Issue Issue 1
April 1999
MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference 555-670-119 Issue 1 April 1999
1 Getting Started
Welcome
This quick reference is designed to help you administer the MERLIN LEGEND®
Communications System. It provides summary programming procedures for
everyday tasks you perform in order to manage your system.
Prior to using this guide, you should become familiar with
System Programming ,
which provides detailed programming procedures for tasks in this quick
reference as well as for all programming tasks that can be performed for the
system.
This chapter provides a system overview that describes the major aspects of the
system and a programming overview that explains the types of programming
available for the system, as well as the methods available to implement the
programming.
System Overview
The MERLIN LEGEND Communications System is a switch located on a
company’s premises, providing access to powerful features and advanced
telephone network applications and services. The system can handle voice and
data calls simultaneously, and voice features can enhance the use of data
communications. The system accommodates businesses with needs ranging
from a few telephones up to 200 telephones. Its modular design allows easy
expansion. The following figure illustrates a MERLIN LEGEND Communications
System connected to telephones, applications, and auxiliary equipment.
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
555-670-119 Issue 1
April 1999
Getting Started
2
System Overview
.
System Overview
Telephone
Company
MERLIN
LEGEND Fax
Machine
Answering
Machine
Telephones
and Other
Equipment
Analog
Multiline
Telephone
Single-
Line
Phone
MLX
Telephone
with MFM
MERLIN
LEGEND
Communications
System
Control Unit
Telephone Company
Central Office
(CO)
Incoming Trunks
Applications
LAN
Telephony
Server
CAUTION
POWER
ON
OFF
AGINPUT
FR
GND
Turnoff
powerbefore
insertingor
removing
modules
408GS/LS
44GSorLSOutsideLines/
8AnalogTelephones(ATL)
408
008MLX
8MLX(Digital)Telephones
012
PROCESSOR
MLX
Telephone
Your LAN
MLS/ETR
Telephone
Voice
Messaging
System
Call
Accounting
System
CTI Link
Application
PassageWay
Direct Connection
Solution
Auxiliary
Components
Music-On-Hold
or
Magic On Hold
Modem,
Fax,
Bell, etc. Paging
System
Uninterruptible
Power
Supply
Computer
and ISDN
Terminal
Adapter
Building B
H
O
L
D
“Attention”
Single-
Line Phone
OPRE
Building A
Data
E
XPRESS
R
OUTE
DigitalAdapter1000
Headset
Loopstart Trunk
Groundstart Trunk
Digital Facility
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
555-670-119 Issue 1
April 1999
Getting Started
3
System Overview
Incoming Trunks
Trunks are the telephone company’s facilities, provided by the central office to
carry voice and/or data communications. There are a variety of trunks, each with
different capabilities, as described in the following table.
Incoming Trunks
Trunk Type Description
Loop-Start Provides incoming and outgoing calls and are intended primarily
for key systems and older PBXs. They are the simplest (often
the least expensive) and most common facilities in the
nationwide telephone network. Although they are not appropriate
for some situations, they are necessary for others (for example,
some caller identification services).
Ground-Start Provides a signal at the beginning and end of incoming and
outgoing calls to determine the availability of a trunk before the
central office routes an incoming call on it. Also, when either the
caller or the called party hangs up, the entire circuit is
disconnected and dropped.
Tie Provides private lines that directly connect two communications
systems. Using a tie trunk, a user on one system can call an
extension on another system by dialing an access code and the
extension number or simply the extension number. In Release
6.0 and later systems (Hybrid/PBX mode only), tandem tie
trunks, either analog or T1-emulated, can be used for
networking. In this case, the user dials only the non-local
extension number without an access code. In more complex tie
trunk configurations, a person can tie into another system and
use a trunk that does not exist on his or her own system.
DirectInward
Dial (DID) Provides fast access to specific individuals; incoming DID calls can be routed directly to an extension or calling group without
system operator assistance.
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
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Getting Started
4
System Overview
T1 In T1 voice operation, a line can be programmed through the
system, without the services of a telephone company installer, to
emulate a ground-start, loop-start, tie, or DID trunk. T1 operation
also gives you access to special services, such as inbound 800
or WATS service for incoming, toll-free service for voice calls.
T1 data operation allows high-speed data communications over
the public switched network; this is called
T1 Switched 56
service
. It also provides data tie lines to connect one MERLIN
LEGEND Communications System to another or to a DEFINITY
system. A T1 data operation line is called a channel.
Primary Rate
Interface
(PRI)
A digital facility that provides the equivalent of 24 lines, called
channels, 23 of which are B-channels. Each B-channel can
dynamically provide voice and data services; one D-channel
carries signaling information for the 23 B-channels.
Basic Rate
Interface
(BRI)
A digital facility that provides the equivalent of 3 lines, called
channels, 2 of which are B-channels. Each B-channel can
dynamically provide voice and data services; one D-channel
carries signaling information for the 2 B-channels.
Incoming Trunks — Continued
Trunk Type Description
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
555-670-119 Issue 1
April 1999
Getting Started
5
System Overview
Modes of Operation
The system operates in one of three modes:
•Key Mode. The simplest way to provide people with more than one line
from a telephone. Easy to use. Recommended for smaller systems.
•Hybrid/PBX Mode. Especially useful where toll fraud/security are a
concern. Provides cost-effective call routing, especially useful for
special-purpose network services. Recommended for medium to larger
systems.
•Behind Switch Mode. Used when the system is connected to a system
such as DEFINITY. May be appropriate for users who are part of a large
organization—for example, a department within a company.
The following table outlines the primary differences among the modes.
Modes of Operation
Key Mode Hybrid/PBX Mode Behind Switch
Mode
Description Telephones have
multiple buttons
(or keys) labeled
with telephone
numbers.
Every button
corresponds
directly to an
outside line.
Different buttons
(ICOM buttons)
are used for inside
calls.
Outside trunks are
grouped in pools
for shared use; the
system
automatically
selects an
available outside
trunk.
People use the
same button to
make both inside
and outside calls.
Used when the
system (called the
local system) is
connected to a
larger PBX or
Centrex system
(called the host
system).
One outside line (a
prime line) is
assigned to each
telephone. The host
system provides the
interface to outside
lines and some
features.
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
555-670-119 Issue 1
April 1999
Getting Started
6
System Overview
Types of Trunks Ground-start
Loop-start
Tie
DS1 (T1 only)
BRI
Ground-start
Loop-start
Tie
DS1 (PRI and T1)
DID
BRI
Private network
trunks (Release
6.0 and later)
Ground-start
Loop-start
Tie
Number of
Extensions:
Fewer than 50
More than 50 Good
Not recommended Good Good Good Good up to 80
Types of
Buttons A line button for each outside line.
Up to 10 ICOM
buttons for inside
calls.
Up to 10 SA
buttons.
Pool button(s) to
access a specific
pool(s). (Optional)
A personal line
button for
dedicated use of a
specific outside
trunk.
For multiline
phones:
Multiple prime line
buttons. Up to 10
ICOM buttons.
User Access to
Outside
Lines/Trunks
Choosing a
specific line button Dialing a code (usually 9) from an
SA button
Dialing the host
system’s dial-out
code (usually 9)
from a prime line
button.
Types of
Operator
Consoles
DLCs only DLC, QCC, or a
combination of
both
DLCs only
Modes of Operation — Continued
Key Mode Hybrid/PBX Mode Behind Switch
Mode
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System Manager’s Quick Reference
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Getting Started
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System Overview
Recommended
Use Smaller systems (fewer than 50
extensions)
Medium to larger
systems (more
than 50
extensions)
For users who are
part of a large
organization—for
example, a
department within a
company or
companies that
subscribes to
Centrex services for
most features.
Comments It is recommended
that users who
need to access
individual lines
have multiline
telephones.
Line assignments
can becustomized
by telephone or
groups of
telephones. For
example, you can
assign tie trunks
only to the
telephones where
they are needed.
Provides the most
efficient use of
outsidetrunks.The
Automatic Route
Selection (ARS)
feature can be
programmed for
the cost-effective
use of pools and
the greatest
protection against
toll fraud.
Provides greater
functionality for
single-line phones
than other modes.
Fewer line buttons
required for
multiline telephone
users.
Users can have
access to most
features of both the
local system and
the host system.
Single-line phones
can be used.
Modes of Operation — Continued
Key Mode Hybrid/PBX Mode Behind Switch
Mode
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MERLIN LEGEND Communications System R7.0
System Manager’s Quick Reference
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April 1999
Getting Started
8
System Overview
System Components
The system components include the control unit, telephones, system operator
consoles, and line/trunk and extension modules described in the following table.
System Components
System
Component Description
Control Unit Circuitry that manages the switching activities of the telephone
company’s trunks and your system. It consists of carriers into
which modules (circuit packs) are inserted. The module types
include a processor module (the “brain” of the system), a power
supply module, and a variety of line/trunk and/or extension
modules with jacks for connecting the incoming trunks and the
telephones or adjuncts. See the table on page 10 for a
description of the line/trunk and extension modules.
Telephones Include single-line, cordless, wireless, analog multiline, MLS,
and ETR telephones, as well as digital MLX telephones that
offer a variety of features and advanced capabilities. Most MLX
telephones have displays that show call information, list features
for using the telephone, and provide menu-driven programming
instructions. The MLX telephones include the MLX-5®,
MLX-5D®, MLX-10®, MLX-10D®, MLX-10DP®, MLX-16DP®,
MLX-20L®, and MLX-28D®.
The MLS telephones include the MLS-6®, MLS-12®,
MLS-12D®, MLS-34D®, and MLS-18D®. The ETR telephones
include the ETR-6, ETR-18, ETR-18D, and ETR-34D. Both the
MLS and ETR telephones use the ETR protocol. The Business
Cordless 905 telephone and the TransTalk™ MDC and MDW
telephones are also supported.
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