MERLIN ATTENDANT’S GUIDE: MODELS 1030 AND 3070 WITH FEATURE MODULE 1
MERLIN ™ COMMUNICATIONS SYSTEM ATTENDANT’S GUIDE: MODEL 1030 AND 3070 WITH FEATURE MODULE 1
Table of Contents Page Key to Symbols 3 Attendant Console for a Small System 4 Attendant Console for a Large System 5 Before You Start 6 Intercom Auto Dial Shift Buttons Answering Calls Distinctive Ringing Line Ringing Options Call Coverage Answering While on a Call — The Hold Feature Transferring Calls Transfer Transfer with Voice Announcement Screening Calls Call Park with Loudspeaker Paging 6 7 8 8 8 9 9 10 10 10 11 11 Loudspeaker Paging 12 Send Message 13 Small Systems Large Systems Placin
Key To Symbols The following symbols are used throughout this document to illustrate the steps for using your MERLIN communications system attendant console. After you are familiar with the steps, the symbols should serve as a quick reminder. (Buttons are shaded and labeled to look like the actual buttons on your console. A shaded light indicates that it is lit.
Keep track of calls easily with a separate button and lights for each line: ● Red light indicates the line you are on ● Green light indicates if line is free, busy, or on hold: - Steady green = the line is busy - Fast flashing = you put the call on hold - Slower flashing = someone else put the call on hold ATTENDANT CONSOLE FOR A SMALL SYSTEM Transfer calls to people either with or without a voice announcement. Unanswered calls return to you automatically. (See p. 10.
ATTENDANT CONSOLE FOR A LARGE SYSTEM The large attendant console provides the same features as the smaller console pictured on the opposite page, but it gives you more line and Intercom Auto Dial buttons. Line buttons. Any buttons you don't need for a line can be programmed with a custom feature. (See p. 18.) Intercom Auto Dial buttons.
Before You Start... As the system attendant or receptionist, it is your job to use the MERLIN system in such a way that it works effectively for the people in your office. This manual contains the information you need to use MERLIN system features to your best advantage. Read the manual carefully before starting to work at your console. Two MERLIN system features used frequently in your work are the Intercom Auto Dial buttons and the Shift buttons.
SHIFT BUTTONS (Large Systems Only) The console for a large system has three Shift buttons that make it possible for you to attend as many as 70 voice terminals by using only the 30 intercom Auto Dial buttons on the console.
Answering Calls The MERLIN system makes it easy to answer calls. Even though you may have many lines appearing on your voice terminal, you can readily tell which line has the incoming call because the green light beside the line button flashes on and off. Just lift your handset, and you are automatically connected to the ringing line. If two calls come in at once, the red light next to the line button tells you which line you will get when you lift the handset.
CALL COVERAGE The Call Coverage feature lets you answer intercom and transferred calls, as well as calls for people who have personal lines that do not appear on your console. You and the person you cover for must decide whether the person’s calls should ring at your console immediately, after a delay, or not at all. If you program a Cover button so the person’s calls don’t ring at your console, you must rely on seeing the green light flash next to the Cover button. (See page 18 for programming information.
Transferring Calls Once you’ve answered a call, your task is usually to pass it on to the right person. There are several ways to do this: using Transfer, Transfer with Voice Announcement, Hold and Intercom to screen calls, or Call Park with Loudspeaker Paging. TRANSFER This is the quickest way of transferring a call.
SCREENING CALLS Using Hold and Intercom-Voice (or Intercom-Ring) to screen calls before passing them on makes it possible for you to find out if a person wants to accept an incoming call. This method differs from Transfer in that the call does not ring at the person’s phone.
Loudspeaker Paging By using the Intercom feature, you can connect to an optional loudspeaker paging system, which may have up to three separate zones. For example, a paging system in a medical group shared by several doctors could be set up with one zone covering only those locations specific to a particular doctor, such as a consulting office, lab, and examining room. The same could be done for other people in the group, Then, you can page one person without bothering anyone else.
Send Message As a system attendant, you may have to take messages for people who are away from their desks. Whenever you take a message for a person, turn on the message light at the person’s voice terminal. If someone works with you as an attendant, make sure you leave messages in a central location so they can be found easily when people call for their messages. The Send Message procedure differs for small and large systems.
Placing Calls INTERCOM CALLS WITH VOICE ANNOUNCEMENT To make a brief announcement to someone in your system, lift the handset, touch Intercom-Voice, touch the appropriate Shift button (large systems only), touch the Intercom Auto Dial button for the person you want to call, and speak into your handset. Your voice will be heard through the person’s speaker.
Setting Up Conference Calls If someone asks you to set up a conference call, you have two options: you may either keep the person who requested the call on the line or you may add the person to the conference call last. Keep in mind that the maximum number of people who can engage in a conference call is five (two inside, two outside, and the person requesting the call). With the person already on the line, touch Conference, touch a free line button, and dial the other person’s number.
Other Useful Features USING THE SPEAKER On-Hook Dialing Instead of lifting your handset to place a call, you may use your console’s built-in speaker. Touch Speaker, dial the number and lift your handset when the person answers, If the line is busy or you get no answer, touch Speaker to cancel the call, Monitoring a Call on Hold If someone puts you on hold, you can monitor the call while you go about your work.
Custom Features The MERLIN system offers numerous other custom features that you may find useful. You can program these for your console if there are any extra buttons you don’t need to represent lines. See page 18 to program these features. If you want to have any lines removed from your console, however, ask your system administrator. LAST NUMBER REDIAL To redial the outside number you dialed most recently, touch Last Number.
Programming Your Console Although most of your buttons must be used to represent lines or intercom numbers, you can customize your console to meet your special working needs. With short, simple procedures, you can program buttons for convenient, one-touch access to features, and even customize the ringing sound of your telephone. Keep in mind, however, that you cannot reassign the Send Message or Night Service buttons or any of the permanently labeled dark grey buttons such as Conference, Hold, o r Speaker.
Feature Programming Chart Feature Name Feature Programming Code Button Label Refer to Page Notes Call Coverage ✱ 4 and intercom number Cover and name 9 See also Secondary Coverage. Intercom Auto Dial ✱ 6 and intercom number name or location 6 Stores frequently called intercom numbers. The system assigns these to your console automatically, but in small systems you can change them.
CHANGING AN OUTSIDE AUTO DIAL NUMBER Auto Dial button, Slide the T/P switch to the P position, touch the Outside Auto Dial button whose number you want to change, and dial the new number. Return the T/P switch to the center position. Chicago Office SPECIAL CHARACTERS WITH AUTO DIAL An Outside Auto Dial button can store up to 16 digits. For some types of calls, however, you need to program an automatic pause, stop, or switchhook flash with the number.
PROGRAMMABLE LINE RINGING To program Line Ringing, slide the T/P switch to the P position. Touch the line button successively until the red light indicates the type of ringing you want. ● red on = ring ● red flash = delayed ring ● red off = no ring Return the T/P switch to the center position. 555-1234 NOTE: This programming does not affect intercom calls or calls transferred to you. Such calls will always ring or be announced at your console.
Attendant’s Quick Reference If you want to . . . .
Index Answering calls, 8, 9 Automatic Line Selection, 20 Call Coverage, 9, 19 Secondary Coverage, 19 Call Park, 11, 22 Call Pickup, 11 Conference calls, 15 Connecting outside callers to outside lines, 15, 22 Drop, 15 Cover button, 9 Custom features, 17 - 19 How to program, 18 - 19 Last Number Redial, 17, 19 Saved Number Redial, 17, 19 Privacy, 17, 19 TouchTone Enable, 17, 19 Delayed ringing, See Ringing options Distinctive Ringing, 8 Drop, 15 Extra alert, 16 Group Listening, 16 Headset Adapter, 16 Hold, 9,
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