AT&T 585-320-141 Issue 1 AT&T MERLIN MAIL™ Voice Messaging System Multi-Lingual Version ® for MERLIN LEGEND Communications System Installation, System Programming and Maintenance
System Parameters Schedule Port Allocation Update System Date and Time All Ports Automated Attendant All Ports Call Answer Split Allocation Weekly Business Schedule Delayed Answer On All Ports On Automated Attendant Ports On Call Answering Ports No Delayed Answer Open Closed Open or Closed for Today Fax Extension Operator Extension General Mailbox Owner System Administrator Mailbox Maximum Digit Length System Language Bilingual Monolingual English French Spanish English French Spanis
Voice Mail Service Enter System Administrator Password + Enter System Administrator Extension + Administration Main Menu Automated Attendant Mailboxes Day Menu Play a Mailbox Configuration Play the Menu Modify the Menu Play the Menu Modify the Menu Create a Mailbox Night Menu Delete a Mailbox Submenus Play the Menu Create the Menu Play the Announcement Record an Announcement Deactivate Touch-Tone Gate Activate Touch-Tone Gate Modify the Menu Delete the Menu Modify a Mailbox Announcemen
Group Lists Systems Greetings Scan Group Lists Voice Mail Greeting Create a Group List Attendant Greeting Day Greeting Modify or Review a Group List Add Entry Delete a Group List Delete Entry Night Greeting
Copyright © 1993 All Rights Reserved Printed in U.S.A. AT&T 585-320-141 Issue 1 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.
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 1-317-322-6699.
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.
Contents About This Guide vii ■ Terms viii and Conventions ■ Related 1 Guides Introduction viii 1-1 ■ System Services and Features Monolingual or Bilingual Operation Automated Attendant Service Voice Mail Service Call Answer Service 1-1 1-4 1-5 1-16 1-20 ■ MERLIN MAIL—ML System Configurations 1-21 ■ Installation and Programming Responsibilities 1-22 ■ Subscribers’ Responsibilities System Administrator System Operator General Mailbox Owner 1-22 1-23 1-24 1-25 ■ Helpful Hints 1-25 ■
Contents 2 3 Installation ■ Preparing for Installation Parts Checklist MERLIN LEGEND Hardware Requirements Preparing the Site 2-1 2-2 2-2 2-5 ■ Installing the MERLIN MAIL—ML Unit Mounting the MERLIN MAIL—ML Unit Connecting the Unit to the MERLIN LEGEND System Connecting the Remote Maintenance Device to the Unit 2-6 2-7 2-10 2-13 ■ Adding or Replacing a Voice-Processing Card 2-16 MERLIN MAIL—ML System Programming 3-1 ■ MERLIN MAIL—ML Forms 3-3 ■ Before Beginning MERLIN MAIL—ML Programming U
Contents Specifying Maximum Number of Digits in an Extension Specifying Languages 3-16 3-17 Programming Voice Mailboxes Creating Mailboxes Creating the Delayed Call Handling Group Coverage Mailbox Creating the Night Service Call Handling Only Group Coverage Mailbox 3-19 3-20 ■ 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 3-28 3-30 3-31 3-32 3-33 ■ Progr
Contents Creating the Day/Night Main Menus ■ 4 iv Creating Group Lists MERLIN LEGEND System Programming 3-67 3-72 4-1 ■ MERLIN LEGEND Planning Forms 4-2 ■ Optional Group-Assigned Features Hunt Type Transfer Return Interval VMS Transfer Return Interval 4-3 4-3 4-4 4-5 ■ Call Answer Service Programming Group Coverage Creating the Group Coverage Delay Interval Redirecting Calls Sent to Unassigned Extensions 4-7 4-8 4-9 4-10 ■ Call Handling Methods MERLIN LEGEND Planning Forms Immediate Call H
Contents 5 6 Post-Implementation 5-1 ■ 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 5-1 5-2 5-3 5-4 5-6 5-7 ■ Performing Acceptance Tests Automated Attendant Service Checking Call Answer Service (Extension Coverage) Checking Call Answer Service (Line Coverage) Voice Mail Service 5-8 5-8 5-12 5-13 5-13 Troubleshooting
Contents GL G l o s s a r y GL-1 IN I n d e x 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.
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.
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 Maintenance 585-320-141 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.
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.
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).
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. Allows subscribers to: ■ Send Messages ■ Listen to Messages ■ Forward Messages ■ Delete Messages ■ Reply to Messages ■ Record Personal Greeting ■ Change Password.
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.
Overview Automated Attendant Service The MERLIN MAIL—ML system’s Automated Attendant Service consists of a greeting and one or more menus, providing callers with a number of options that allow them to quickly access an extension, a department, or information by pressing a single dialpad button.
Overview ■ Announcements of frequently requested information (such as directions or business hours) can be included as menu options, thereby freeing an employee’s time for other tasks. Examples of Automated Attendant Service The following examples show how you can set up Automated Attendant Service for monolingual and bilingual modes. The examples illustrate how a caller can quickly reach the extension he or she wants. Monolingual Mode Example—English as the Only Language.
Overview Bilingual Mode Example — French Speaking Caller and French as the Primary Language. The following example shows what a French speaking caller would hear if French was set up as the primary system language and English was set up as the secondary system language. As part of the initial greeting set up by the customer, the caller hears an English prompt to press [*] [1] to select English. By ignoring the English prompt to press [*] [1] , the caller "selects" the primary system language automatically.
Overview Bilingual Mode Example—Spanish Speaking Caller and EngIish as the Primary Language. The following example shows what a Spanish speaking caller would hear if English was setup as the primary system language and Spanish was set up as the secondary system language. As part of the initial greeting set up by the customer, the caller hears a Spanish prompt to press [*] [1] to select Spanish. By pressing [*] [1] in response to this prompt, the caller selects the secondary system language.
Overview Bilingual Mode Multilevel Menu Example—English Speaking Caller and English as the Primary Language. The following example shows what an English speaking caller would hear after reaching an Automated Attendant Service that includes submenus and pre-recorded announcements: Automated Attendant Service Prompts Caller Response You have reached the City Zoo. Para escuchar en español, marque Ios Caller ignores the Spanish [*] [1] ahora. prompt to press [*] [1] — prompts are played in English.
Overview The menu allows bank employees to handle banking transactions instead of being tied up reciting repetitive information. In a business like this, the Automated Attendant Service should always be programmed to allow the caller to stay on the line or enter an extension to reach an employee. RECOMMENDATION: Callers may get confused if presented with more than 3 levels of menus or more than 5 options on a menu.
Overview Immediate Call Handling With Immediate Call Handling, Automated Attendant Service answers all incoming calls, both day and night. If the MERLIN MAIL—ML system is busy and does not answer the call, additional calls (called overflow calls) will ring at the system operator’s phone, as shown in Figure 1-2. Figure 1-2.
Overview Delayed Call Handling With Delayed Call Handling, external calls ring immediately at the MERLIN LEGEND system operator’s console, both day and night. If the system operator does not answer, calls automatically go to Automated Attendant Service, as shown in Figure 1-3. Figure 1-3.
Overview If you want most calls handled by the system operator, use Delayed Call Handling. If the system operator is busy or does not answer, the calls are handled by the MERLIN MAIL—ML system. Night Only Call Handling With Night Only Call Handling, the Automated Attendant Service answers external calls only when the MERLIN LEGEND system is in Night Service. To use Night Only Call Handling, you must use MERLIN LEGEND Night Service. During the day, calls ring at the system operator’s console.
Overview Automated Attendant Service Scheduling You can set up Automated Attendant Service to provide different greetings, menus, and announcements for calls received when your company is open for business and when it is closed. For calls received during scheduled business hours, Automated Attendant Service plays the day greeting, menus, and announcements; for calls received after scheduled business hours, Automated Attendant Service plays the night greeting, menus, and announcements.
Overview Administering the Schedule Using MERLIN LEGEND Night Service The MERLIN LEGEND system notifies the MERLIN MAIL—ML system when MERLIN LEGEND Night Service begins and ends. When the MERLIN MAIL—ML system is notified that Night Service is on, the Automated Attendant Service plays the night greeting, menus, and announcements. When the MERLIN MAIL—ML system is notified that Night Service is off, the Automated Attendant Service plays the day greeting, menus, and announcements.
Overview Administering the Schedule Using the MERLIN MAIL—ML Business Schedule The MERLIN MAIL—ML business schedule can be used to enter your company’s hours of operation and any temporary changes to the schedule. Use the MERLIN MAIL— ML business schedule to enter your normal hours of operation only if you are not using the MERLIN LEGEND Night Service feature. You must use the MERLIN MAIL—ML business schedule to enter temporary changes to the schedule.
Overview Addressing Voice Mail Voice Mail provides the following methods of addressing (sending) voice mail messages to subscriber mailbox: ■ Subscriber extension number (voice mailbox number) ■ Voice mailbox name (directory listing) ■ Pre-designated group of subscribers (Group List) ■ Broadcast message to all subscribers (system administrator only) Addressing Voice Mail by Extension Number If the sender knows the recipient’s extension number (voice mailbox number), a voice mail message can be addr
Overview Addressing Voice Mail to a Group List There are times when a subscriber wants to send the same voice mail message to more than one subscriber. Rather than dialing each subscriber’s extension to address a message, Voice Mail Service lets the system administrator set up a Group List (list of voice mailbox numbers) that subscribers can use to address messages to more than one subscriber by entering the appropriate Group List number.
Overview Outcalling The MERLIN MAIL—ML system’s Outcalling feature can dial a designated telephone number or pager/beeper and notify a subscriber that a new message has arrived in the subscriber’s voice mailbox. Outcalling is particularly useful because it immediately calls the subscriber-designated car phone, pager/beeper service, or telephone, and tells him or her that there is a new message in the mailbox.
Overview ■ The subscriber must turn Outcalling “on.” ■ The subscriber must specify an Outcalling number. For a pager/beeper, a call-back number can be programmed as part of the Outcalling number. NOTE: Before you use Outcalling, its is strongly recommended that you read “Security of Your System — Preventing Toll Fraud” in your MERLIN LEGEND documentation.
Overview ■ If the MERLIN MAIL—ML system has been setup for bilingual operation, callers hear the subscriber’s personal greeting in the language administered for the voice mailbox.
Overview Installation and Programming Responsibilities One or more people will be responsible for these tasks: ■ Installing and wiring the MERLIN MAIL—ML unit. ■ Programming the MERLIN MAIL—ML unit to provide the services specified by the customer. ■ Programming MERLIN LEGEND parameters that integrate the operation of the MERLIN MAIL—ML and MERLIN LEGEND systems.
Overview System Administrator The system administrator is responsible for making these routine changes to the system: ■ Maintaining voice mailboxes Besides adding and deleting voice mailboxes, the system administrator is responsible for resetting voice mailbox passwords if subscribers forget them, changing subscribers’ mailbox language, and changing the mailbox’s Class of Service which determines Outcalling permissions, call transfer permissions, message length, and storage space.
Overview ■ Resolving problems with the MERLIN MAIL— ML system If users experience problems with the MERLIN MAIL—ML system, they can send a message reporting the problem to the Trouble Mailbox. The system administrator is responsible for responding to the messages left in the Trouble Mailbox. When a message is sent to the Trouble Mailbox, the message-waiting indicator lights on the MERLIN MAIL—ML system administrator’s telephone.
Overview General Mailbox Owner Messages are sent to the General Mailbox in the following situations: ■ Messages can not be delivered to a subscriber’s voice mailbox because the subscriber’s voice mailbox is full. ■ Automated Attendant Service is setup to transfer calls to the General Mailbox when a caller presses [0] (zero) or does not press any dialpad buttons. ■ Automated Attendant Service attempts to transfer a call to a busy extension that does not have a voice mailbox.
Overview ■ Press [*] [7] at any point during system programming always brings you back to the System Administration Main Menu. Press [*] [7] again to return you to the Voice Mail Activity Menu. ■ Enter [*] [#] to return to the previous menu. ■ Enter [*] [4] to repeat the current menu, prompt, or instruction. ■ Press [*] [*] [9] to exit the system. (You can also hang up.) ■ Use the handset to record messages, greetings, names, menus, and announcements.
Installation 2 This chapter details what you need to install the MERLIN MAIL— ML system unit and provides instructions for installing and connecting the MERLIN MAIL—ML system to the MERLIN LEGEND system. Preparing for Installation Read through this chapter before you perform the installation instructions it contains. Verify that you have all the required MERLIN MAIL—ML and MERLIN LEGEND components, and that your installation site meets the environmental requirements, before you begin installation.
Installation Parts Checklist The AT&T MERLIN MAIL Voice Messaging System—Multi-Lingual Version shipment should contain the following parts: [ ✓ ] MERLIN MAIL—ML cabinet [ ✓ ] Wall mount and cable manager bracket NOTE: The cabinet and bracket are together referred to as the MERLIN MAIL—ML unit.
Installation The ring generator should be installed in the power supply module of the carrier, either basic or expansion, containing the 012 module to which the MERLIN MAIL—ML system ports are connected. NOTE:: For 012 module model 517G13, the ring generator is built-in. A separate ring generator is not needed in the power supply module.
Installation Figure 2-1.
Installation Preparing the Site The MERLIN MAIL—ML unit should be wall-mounted adjacent to the MERLIN LEGEND processor, on the same wood mounting surface if possible. The MERLIN MAIL—ML unit should be connected to the same branch circuit as the MERLIN LEGEND processor. WARNING: If there is not sufficient room on the existing wood mounting surface, either secure anew surface (apiece of plywood) or use wall studs to install the MERLIN MAIL—ML unit.
Installation Installing the MERLIN MAIL—ML Unit Installation of the MERLIN MAIL—ML unit (Figure 2-2) involves the following phases: ■ Mounting the unit on the wall near the MERLIN LEGEND processor in close proximity to the power supply to which the MERLIN LEGEND processor is connected. ■ Connecting the unit to the MERLIN LEGEND system. ■ Connecting the Remote Maintenance Device to the unit. ■ Verifying the installation connections.
Installation Mounting the MERLIN MAIL—ML Unit Refer to Figures 2-3 and 2-4 as you follow the instructions for mounting the MERLIN MAIL—ML unit below: 1. Remove the wall mount and cable manager bracket from the shipment package. 2. Position this bracket so that the slot is upward and use the bracket as a template to mark the four points on the plywood surface or wall studs where the wall-mounting screws will be inserted.
Installation Figure 2-3. Mounting the MERLIN MAIL—ML Unit 5. Position the cabinet securely on the wall mount and cable manager bracket slot, placing the cabinet’s bracket lip over the slot on the wall mount, as shown in Figure 2-4.
Installation Figure 2-4. Mounting the MERLIN MAIL—ML Unit 6. Tighten the captive retaining screw in the mounting hole on the cabinet’s rear panel to secure the MERLIN MAIL—ML cabinet to the wall mount and cable manager bracket. Installing the MERLIN MAIL—ML Unit .
Installation Connecting the Unit to the MERLIN LEGEND System Refer to Figures 2-5 and 2-6 as you follow the instructions below to connect the MERLIN MAIL—ML unit: 1. Route the 8-foot modular telephone cords through the slots on the wall mount and cable manager bracket, located on the right side of the MAIL—ML unit, to the MERLIN LEGEND processor module (see Figure 2-5). Figure 2-5.
Installation 2. Connect the two (for a two-port) or four (for a four-port) modular telephone cords into the appropriate ports (jacks) on the MERLIN MAIL—ML system. The MERLIN MAIL—ML ports are numbered 1 through 4 (see Figure 2-6). 3. Connect the other end of the modular telephone cords into telephone jacks on the MERLIN LEGEND Basic Telephone (012) Module. Refer to MERLIN LEGEND System Form 2a: System Numbering—Station Jacks for proper jack assignments. 4.
Installation Figure 2-6.
Installation Connecting the Remote Maintenance Device to-the Unit Refer to Figures 2-6, 2-7, and 2-8 as you follow the instructions below to connect the Remote Maintenance Device: NOTE: Skip step 1 for RMD Mk Ill. 1. The Remote Maintenance Device comes preset from the factory. Confirm that the switches, located on the bottom of the modem, are set as follows: NOTE: If you reset the switches, you must switch the Remote Maintenance Device off and back on again before the new settings take effect. 2.
Installation Figure 2-7.
Installation Figure 2-8. MERLIN MAIL—ML Remote Maintenance Device MK III 3. Use a modular line cord to connect the remote maintenance device’s telephone line port to the Basic Telephone (012) Module jack. Refer to MERLIN LEGEND Form 2a: System Numbering—Station Jacks for jack number. 4. Attach the power cord to the Remote Maintenance Device. 5. Plug the power cord into a grounded AC electrical source. 6. Switch the Remote Maintenance Device on. 7.
Installation Adding or Replacing a Voice-Processing Card Customers with a two-port configuration may want to upgrade to a four-port configuration to support a greater volume of calls or subscribers. To upgrade from two to four ports, you need to add a voice-processing card. CAUTION: Only a qualified installer should open the MERLIN MAIL—ML unit, and add or replace voice-processing cards.
Installation Figure 2-9. Removing the MERLIN MAIL—ML Unit from the Wall 5. Carefully lift the cabinet from the wall mount and cable manager bracket slot and place it on a sturdy flat table top with the bracket side down. 6. Using a Phillips head screwdriver, loosen the four cover screws located on the right and left sides of the MERLIN MAIL—ML cabinet. (See Figure 2-9 for placement of screws.) 7. Remove the cover. 8. Remove the plastic card spacer. 9. Remove the upper slot plate, but save the screw.
Installation Figure 2-10. Removing the Slot Plate and Plastic Card Spacer 10. Verify that the following DIP-switch settings are set on the voiceprocessing card(s) being installed (see Figure 2-11). Figure 2-11.
Installation 11. Install the voice-processing card into the appropriate slot of the MERLIN MAIL—ML cabinet, making sure the pins on the back of the voiceprocessing card are firmly connected into the slots. Card 1 goes in Slot 1 and Card 2 goes in Slot 2. Figure 2-12. Installing the Voice-Processing Card 12. Insert and tighten the screw. 13. Re-install the plastic card spacer. 14. Replace the cover. 15. Tighten the four cover screws. 16.
Installation 17. Tighten the captive retaining screw on the wall mount and cable manager bracket into the mounting hole on the lower right side of the cabinet. 18. Plug in the modular telephone cords from the MERLIN MAIL—ML ports to the correct MERLIN LEGEND jacks. Be sure to connect the cords from lowest-numbered port to lowest-numbered jack and highest-numbered port to highest-numbered jack. Refer to MERLIN LEGEND System Form 2a: System Numbering—Station Jacks for jack assignments. 19.
MERLIN MAIL — ML System Programming 3 In this chapter, you will program the MERLIN MAIL—ML system. Program the MERLIN MAIL—ML features in the order in which they are presented in this chapter. The MERLIN MAIL—ML system requires certain programming information (for example, language selection) before it can be programmed for other features (such as voice mailbox assignments). Figure 3-1 illustrates the programming menus available from the Administration Main Menu.
MERLIN MAIL—ML System Programming Figure 3-1. MERLIN MAIL—ML System Programming Menus .
MERLIN MAIL—ML System Programming MERLIN MAIL—ML Forms The following MERLIN MAIL—ML planning forms contain information you will need to program the MERLIN MAIL—ML system. These forms should be kept with the System Administration guide.
MERLIN MAIL—ML System Programming Before Beginning MERLIN MAIL—ML Programming Before beginning MERLIN MAIL—ML programming, you should have the following forms: ■ Completed MERLIN MAIL—ML planning forms ■ Updated MERLIN LEGEND planning forms Instructions for completing the MERLIN LEGEND and MERLIN MAIL—ML forms are provided in the MERLIN MAIL—ML Planning Guide and Forms. Once you have completed the MERLIN LEGEND and MERLIN MAIL—ML forms, you are ready to begin programming the system.
MERLIN MAIL—ML System Programming Using the MLX-20L for MERLIN LEGEND Programming The MLX-20L telephone provides a seven-line display and 14 buttons located to the left and right of the display. The top two buttons on each side of the display are Iabelled and have fixed functions as described below: Button Action [Home] Returns to normal call-handling mode after you finish the programming steps. [Menu] Displays the System Programming Main Menu.
MERLIN MAIL—ML System Programming Using SPM for MERLIN LEGEND Programming The MERLIN LEGEND System Programming and Maintenance (SPM) software lets you use a personal computer to program the MERLIN LEGEND system. SPM simulates the MLX-20L by displaying a representation of the MLX-20L display and buttons on the computer’s monitor screen.
MERLIN MAIL—ML System Programming The following chart shows the relationship between the buttons displayed on the SPM screen and the MLX-20L button equivalents: Label Home Key Action [Home] Exit from SPM and return to the DOS prompt after you finish the programming steps. [Menu] Displays the System Programming Main Menu. PgUp [More] Displays more menu options when there are more options than will fit in the seven-line display.
MERLIN MAIL—ML System Programming Accessing the MERLIN MAIL—ML System You must first log into the MERLIN MAIL—ML system before you can perform any MERLIN MAIL—ML system programming tasks. To log into the MERLIN MAIL—ML system: 1. Enter MERMAIL (the MERLIN MAIL—ML Calling Group extension). The MERLIN MAIL—ML greeting plays. 2. Enter the system administrator’s EXTENSION followed by [#] The Password prompt plays. NOTE: Until you change it, the system administrator’s extension is [9] [9] [9] [7] 3.
MERLIN MAIL—ML System Programming Preparing the MERLIN LEGEND System for MERLIN MAIL—ML Programming This procedure must be completed before programming the MERLIN MAIL—ML system. Perform the following MERLIN LEGEND system programming to create the MERLIN MAIL—ML Calling Group and assign its group members (MERLIN MAIL—ML ports). ■ Use MERLIN LEGEND Form 6e to determine the extensions of the members of the MERLIN MAIL—ML Calling Group.
MERLIN MAIL—ML System Programming 8. To return to Extensions menu. Exit [F5] 9. Display next page of menu. [More] [PgUp] 10. Select Group Calling. Grp Calling 11. Display next page of menu. [More] 12. Select Group Type. Group Type 13. Enter extension of the MERLIN MAIL—ML Calling Group. [nnn] Enter [nnn] [F10] 14. Select Integrated VMI. Integ. VMI Enter 15. To return to System Programming menu.
MERLIN MAIL—ML System Programming Programming MERLIN MAIL—ML System Parameters The MERLIN MAIL —ML System Parameters must be programmed regardless of the services being used. Figure 3-3 shows these parameters. Figure 3-3.
MERLIN MAIL—ML System Programming Specifying Port Allocation Specify which service is assigned for external calls to the MERLIN MAIL—ML ports. The MERLIN MAIL—ML ports may be assigned Automated Attendant Service or Call Answer Service, or on a 4-port system, the MERLIN MAIL—ML ports can be split between the two services. ■ The factory setting allocates all ports to Automated Attendant Service. This makes the ports available for all services.
MERLIN MAIL—ML System Programming 3. [1] for System Parameters. The System Parameters Menu plays. 4. [2] to specify port allocations. The current port allocation plays, followed by the Port Allocation Menu. 5. Select one of the following options: — [1] to allocate all ports to Automated Attendant Service (AA—factory setting).
MERLIN MAIL—ML System Programming To confirm No Delayed Answer, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the MERLIN MAIL — ML system. The System Administration Menu plays. 3. [1] for System Parameters. The System Parameters Menu plays. 4. [3] to administer the Delayed Answer setting.
MERLIN MAIL—ML System Programming Identifying Fax Extensions Program the fax or fax calling group extension where the Automated Attendant Service will transfer fax calls. ■ MERLIN MAIL—ML Form A: System Parameters identifies the planned fax extension. ■ If the MERLIN MAIL—ML system has been set up for monolingual operation, the Touch-Tone Gate is set “On” automatically when you program the MERLIN MAIL—ML system to receive fax messages.
MERLIN MAIL—ML System Programming Specifying Maximum Number of Digits in an Extension Specify the maximum number of digits (2, 3, or 4) in an extension or calling group so that Automated Attendant Service will begin to transfer calls when the number of digits entered by the caller equals the maximum length. ■ The MERLIN MAIL—ML factory setting is 2 digits. ■ MERLIN MAIL—ML Form A: System Parameters identifies the maximum digits in an extension.
MERLIN MAIL—ML System Programming Specifying Languages Before you can create subscriber voice mailboxes, you must specify whether the MERLIN MAIL—ML system is to operate in monolingual or bilingual mode. Once the mode has been selected, the system language(s) must be specified as well. NOTE: The MERLIN MAIL—ML system retains recordings initially set up for bilingual operation if you later decide to change to monolingual operation.
MERLIN MAIL—ML System Programming 5. Select one of the following options: — [1] to setup for monolingual operation. — [2] to setup for bilingual operation. The system plays the Language Selection Menu and prompts you to select the system language (monolingual mode) or primary language (bilingual mode). 6.
MERLIN MAIL—ML System Programming Programming Voice Mailboxes The system administrator can program voice mailboxes for any extension on the MERLIN LEGEND system. The following options are available when creating voice mailboxes: ■ Message storage limit—0, 5, 10, or 60 minutes ■ Transfer Type—how the MERLIN MAIL—ML system processes a call transfer to the mailbox.
MERLIN MAIL—ML System Programming Figure 3-4. Mailbox Administration Programming Menus Creating Mailboxes Program voice mailboxes so that subscribers can access MERLIN MAIL—ML Voice Mail Service. ■ MERLIN MAIL—ML Form B: Voice Mailbox Assignments lists the subscribers who will receive a voice mailbox, their corresponding extension, Class of Service, language selection, and directory name.
MERLIN MAIL—ML System Programming To program voice mailboxes, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [4] for Mailbox programming. The Mailbox Administration Menu plays. 4. [4] to create a new mailbox. The system prompts you to enter the mailbox number. 5.
MERLIN MAIL—ML System Programming .
MERLIN MAIL—ML System Programming Definitions for Class of Service Key: Mins (Minutes)—total number of minutes available for storing messages in the mailbox. For an individual message, the maximum message length is 2 minutes for Classes of Service 1-14; for Class of Service 16, it is 15 minutes. Transfer Type— method of transfer to be used for this Class of Service.
MERLIN MAIL—ML System Programming Enter the mailbox name as you want it to be listed in the directory—usually the first four letters of the first or last name. Use the same method to assign all mailbox names. Letter Key A B C D E F G H I J K L M N = = = = = = = = = = = = = = 21 22 23 31 32 33 41 42 43 51 52 53 61 62 Ñ = O P Q R S T U V W X Y Z = = = = = = = = = = = = 64 63 71 74 72 73 81 82 83 91 92 93 94 NOTE: The letter Ñ can be entered if the system administrator’s mailbox language is Spanish.
MERLIN MAIL—ML System Programming 11. Record the mailbox name, then press [1] The system plays back the subscriber’s name, then prompts you to confirm it. RECOMMENDATION: For better clarity, it is recommended that you use the handset instead of a speakerphone when recording the subscriber’s name. 12. Enter one of the following options or go to Step 13: — [2] [3] to play back the name recording. — [2] [1] to re-record the name. Go back to Step 11. — [*] [D] (or [*] [3] ) to delete the name recording.
MERLIN MAIL—ML System Programming Creating the Delayed Call Handling Group Coverage Mailbox If you are using Delayed Call Handling, you must program an extension to handle calls not answered by the system operator. This extension must be an unused multiline station port and it must be the principal user of the lines to be handled in the Delayed Call Handling mode. Assign a mailbox with Class of Service 15 to the Delayed Call Handling extension (phantom station).
MERLIN MAIL—ML System Programming 6. Enter [1] [5] followed by [#] as the Class of Service assigned to this mailbox. If the MERLIN MAIL—ML system is set for monolingual operation, the system prompts you to enter the mailbox name. Skip to Step 9. If the MERLIN MAIL—ML system is set for bilingual operation, the system prompts you to select the mailbox language. Go to Step 7. 7. Enter [1] to select the primary system language as the Delayed Call Handling mailbox language.
MERLIN MAIL—ML System Programming RECOMMENDATION: For better clarity, it is recommended that you use the handset instead of a speakerphone when recording the subscriber’s name, 12. Enter one of the following options or go to Step 13: — [2] [3] to play back the name recording. — [2] [1] to re-record the name. Go back to Step 11. — [*] [D] (or [*] [3] ) to delete the name recording. (The mailbox number will be used for the mailbox name.) 13. [*] [#] to approve the subscriber’s name recording.
MERLIN MAIL—ML System Programming These factory settings can be changed using the System Parameters programming menus show in Figure 3-5. Figure 3-5.
MERLIN MAIL—ML System Programming Assigning the System Administrator Mailbox CAUTION To prevent unauthorized programming of the MERLIN MAIL—ML system, the system administrator’s mailbox and password should be changed. ■ MERLIN MAIL—ML Form A: System Parameters identifies the planned system administrator extension. ■ The factory setting for the system administrator’s mailbox is 9997, with password 1234.
MERLIN MAIL—ML System Programming 3. [1] for System Parameters. The System Parameters Menu plays. 4. [7] to change the system administrator’s voice mailbox. The current system administrator’s voice mailbox number plays, followed by a prompt to enter the system administrator’s extension number. 5. Enter the new system administrator’s extension number followed by [#] The new voice mailbox number plays, followed by the System Parameters Menu.
MERLIN MAIL—ML System Programming Assigning the System Operator Extension When the Dial 0/Timeout Action is set to “transfer to system operator,” calls are answered at the system operator’s extension. ■ The factory setting is 768. ■ Update the system operator’s extension on MERLIN MAIL—ML Form A: System Parameters. In most dial plans 768 is an invalid extension.
MERLIN MAIL—ML System Programming 5. Enter the new system operator’s extension number followed by [#] The new system operator’s extension number plays, followed by the System Parameters Menu. Assigning a General Mailbox Owner You can change the General Mailbox owner factory settings. ■ These are the factory settings for the General Mailbox: — General Mailbox owner: 10 — Mailbox number: 9999 — Password: 1234 ■ The General Mailbox owner extension can be changed to any extension.
MERLIN MAIL—ML System Programming 4. [6] to change the owner of the General Mailbox. The current General Mailbox owner’s extension plays, followed by a prompt to enter the General Mailbox owner’s number. 5. Enter the new General Mailbox owner’s extension number followed by [ # ] The General Mailbox owner’s extension number plays, followed by the System Parameters Menu.
MERLIN MAIL—ML System Programming Programming the Schedule Automated Attendant Service provides both day and night operation so that callers hear the appropriate greeting and menu options whenever they call. The MERLIN MAIL—ML system switches to day or night operation automatically by comparing the time of day to the MERLIN LEGEND system Night Service settings or to the MERLIN MAIL—ML business schedule. It also stamps each message with the date and time of recording.
MERLIN MAIL—ML System Programming Setting the Date and Time Synchronize the date and time settings on the MERLIN MAIL—ML system to the MERLIN LEGEND system. To program the MERLIN MAIL—ML system date and time, follow the instructions below: 1. Log into the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [2] for the Schedule.
MERLIN MAIL—ML System Programming 5. Enter the date in one of the following formats: — If the system administrator’s mailbox language is English, mmddyy (month day year). — If the system administrator’s mailbox language is French or Spanish, ddmmyy (day month year), where: mm dd yy = month, 01–12 = day, 01-31 = year, 00-99 The system plays back the date and asks you to confirm it by pressing [*] [#] or re-enter it by pressing [1] 6. Choose one of the following options: — [*] [#] to confirm the date.
MERLIN MAIL—ML System Programming If the system administrator’s mailbox language is English or Spanish and the number you enter is 0100–1259, the system prompts you to enter one of the following settings as well: — [1] for A.M. — [2] for P.M. The system plays back the time and asks you to confirm it by pressing [*] [#] or re-enter it by pressing [1] 8. Choose an option: — [*] [#] to confirm the time setting. — [1] to re-enter the time. Go back to Step 7. The Schedule Administration Menu plays.
MERLIN MAIL—ML System Programming To program the Weekly Business Schedule, follow the instructions below: 1. Log into the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [2] for the Schedule. The Schedule Administration Menu plays. 4. [2] to program the Weekly Business Schedule. The system prompts you to enter the day. 5.
MERLIN MAIL—ML System Programming 6. Choose one: — [1] for “Open.” Skip to Step 13. — [2] for “Closed.” Go back to Step 5 if there are additional days in the schedule to be programmed; otherwise, skip to Step 16. NOTE: If you are programming the schedule for consecutive days, press [#] to select the next day in the sequence. — [3] for temporarily closed on the day selected. Go to Step 7. The Closure Greeting Menu plays.
MERLIN MAIL—ML System Programming 8. Choose one: — [1] to record a Temporary Closure greeting. The system prompts you to record at the tone. Go to Step 9. — [0] to listen to the current greeting. The system plays the greeting, then plays the Temporary Closure Greeting Menu. — [2] to use the system default Temporary Closure greeting. The system confirms that the system default greeting will be used, then plays the Closure Greeting Menu. Press [*] [#] to quit.
MERLIN MAIL—ML System Programming 11. Select an option: — [2] [3] to Play back the new greeting. — [2] [1] to re-record the new greeting. Go to Step 9. — [*] [D] (or [*] [3] to delete the new greeting and use the previous greeting. The message "Deleted" plays then the Temporary Closure Greeting Menu plays. 12. [*] [#] to approve the greeting. The message "Approved. This new greeting will be used" plays. Then, the Temporary Closure Greeting Menu plays. Go back to Step 8. 13.
MERLIN MAIL—ML System Programming 14. Enter the closing time in hhmm format. — 24-hour format: 0000-2359 — 12-hour format: 0100-1259 The system plays back the time entered. . If you enter 0100-1259, enter one of the following settings in response to the prompt: — [1] for A.M. — [2] for P.M. The system prompts you to select another day. 15. To program the schedule for the next consecutive day, press [#] or enter the appropriate number for the day, then go back to Step 6.
MERLIN MAIL—ML System Programming Setting the Touch-Tone Gate The Touch-Tone Gate is used in Automated Attendant Service. It serves different purposes depending upon whether the MERLIN MAIL—ML system is set up for monolingual or bilingual operation. Figure 3-7 illustrates the Touch-Tone Gate programming option on the Automated Attendant Service menu. Figure 3-7.
MERLIN MAIL—ML System Programming Touch-Tone Gate Setting in Monolingual Mode In the monolingual mode, the Touch-Tone Gate determines whether the caller is calling from a touch-tone phone or a rotary phone. When the Touch-Tone Gate is “On,” the Automated Attendant Service Greeting must prompt the caller to press [1] to indicate that the call is from a touch-tone phone. If the caller presses [1] , the Automated Attendant Service Main Menu is played to the caller.
MERLIN MAIL—ML System Programming Programming the Touch-Tone Gate To program for monolingual operation, refer to the Touch-Tone Gate setting on MERLIN MAIL—ML Form C: Automated Attendant Service Greeting, and follow the instructions below: 1 . Log into the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [3] for Automated Attendant Service.
MERLIN MAIL—ML System Programming Touch-Tone Gate Setting in Bilingual Mode In the bilingual mode, the Touch-Tone Gate determines the language in which menus and prompts are played to the caller. When the MERLIN MAIL—ML system is setup for bilingual operation, the Automated Attendant Service Greeting must prompt the caller to press [*] [1] to hear system prompts, menus, and announcements in the secondary language.
MERLIN MAIL—ML System Programming Figure 3-8. Greeting Administration Programming Menus Recording the Day and Night Greetings The MERLIN MAIL—ML’s Automated Attendant Service plays a greeting to every caller that phones your company: a Day Greeting for calls received during scheduled business hours and a Night Greeting for calls received after scheduled business hours or when the company is closed. If you plan to use Automated Attendant Service, you need to create the Day and Night greetings.
MERLIN MAIL—ML System Programming ■ Remember to tell callers using touch-tone phones to press [1] if you will be enabling the Touch-Tone Gate and are setting up for monolingual operation. (See “Setting the Touch-Tone Gate” earlier in this chapter. ) ■ Remember to tell callers to press [*] [1] if you will be setting up the MERLIN MAIL—ML system for bilingual operation. (See “Setting the Touch-Tone Gate” earlier in this chapter.
MERLIN MAIL—ML System Programming 7. Record the Day or Night greeting. — The greeting is limited to 10 seconds—make the greeting as brief as possible. — In monolingual mode, if the Touch-Tone Gate is “On,” the greeting must tell callers to press [1] if they are calling from a touch-tone phone. — In bilingual mode, the greeting must tell callers in the alternate language to press [*][1] to select the alternate system language. 8. [1] after recording the greeting. The system plays the Greeting Editing Menu.
MERLIN MAIL—ML System Programming Recording a Voice Mail Greeting The Voice Mail Greeting plays when a subscriber calls the Voice Mail Service. The MERLIN MAIL—ML system comes with a factory-set Voice Mail Greeting— although you can change the greeting, it is recommended that you leave it at the factory setting. ■ The factory-set greeting is “Welcome to MERLIN MAIL. Please press extension and pound sign. " ■ MERLIN MAIL—ML Form D: Voice Mail Greeting provides the planned Voice Mail Greeting script.
MERLIN MAIL—ML System Programming 5. Select one of the following options: — [1] to record a greeting. The system prompts you to record at the tone. Go to Step 6. — [0] to listen to the greeting. — [2] to use the system default greeting. The message “System default greeting will be used” plays. If the MERLIN MAIL—ML system is set up for monolingual operation, the System Greeting Choice Menu plays.
MERLIN MAIL—ML System Programming 8. [*][#] to approve the greeting. If the MERLIN MAIL—ML system is set up for monolingual operation, the system plays the Voice Mail Greeting Menu. Skip to Step 10. If the MERLIN MAIL—ML system is set up for bilingual operation, the system prompts you to record the greeting in the secondary language. Go to Step 9. 9. (Bilingual Operation Only) Repeat Steps 5 through 8 for the secondary system language. The system plays the Voice Mail Greeting Menu. 10.
MERLIN MAIL—ML System Programming Programming the Automated Attendant Menus When the Automated Attendant Service answers a call, the caller hears the Automated Attendant Service Greeting followed by a main menu. There are two main menus: ■ Day Menu that plays after the Day Greeting when your business is open, ■ Night Menu that plays after the Night Greeting when your business is closed.
MERLIN MAIL—ML System Programming Selector Codes and Selector Code Actions The main menus consist of a recorded script listing menu options and the corresponding digit (Selector Code) the caller presses to select each option. When the caller enters a Selector Code on the phone’s dialpad to select a menu option, the Automated Attendant Service performs the action designated for that option: ■ Transfer to a frequently called department or extension.
MERLIN MAIL—ML System Programming Automated Attendant Service uses Selector Code Actions to determine the action performed when the caller presses the Selector Code. Each Selector Code (1–9) specified in a menu must be assigned one of the following five Selector Code Actions: ■ Action 1—Selector Code Transfer Automated Attendant Service transfers calls to a specific extension or Calling Group assigned to a Selector Code.
MERLIN MAIL—ML System Programming NOTE: Submenus must be programmed before the main menu from which they are accessed. ■ Action 3—Play an Existing Announcement Automated Attendant Service plays a pre-recorded announcement. Use this Selector Code Action when information that callers need can be provided in a two-minute recording. For example, the Travel Agency offers special discounted trips each month.
MERLIN MAIL—ML System Programming Automated Attendant Service Prompts Caller Response This trip includes shipboard meals, tours, and transfers. This trip does not include airfare—speak to your travel agent for prices on roundtrip airfare to Honolulu. Dial [0] now if you need assistance. NOTE: Announcements must be created before the main menu or submenus from which they are accessed.
MERLIN MAIL—ML System Programming For example, if the extensions at the Travel Agency range from 11 to 31, and the agency wanted callers to be able to transfer directly to any extension from the Automated Attendant Service main menu, the Travel Agency would change its main menu so that callers would hear the following: Automated Attendant Service Prompts Caller Response If you know the extension of the person you are calling, dial that person’s extension now.
MERLIN MAIL—ML System Programming Automated Attendant Service Programming Sequence Automated Attendant Service submenus and announcements must be programmed before the higher-level menu options that selects them. Therefore, record all announcements first. Then create the submenus, starting with the lowest-level submenu and continuing up the submenu levels so that the Main Menu is the last created.
MERLIN MAIL—ML System Programming To create an announcement, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [3] for Automated Attendant Service. The Automated Attendant Service Administration Menu plays. 4. [4] to program an announcement. The Announcement Administration Menu plays. 5.
MERLIN MAIL—ML System Programming 8. Choose one: — [#] to use the current announcement. The system plays the message “Existing announcement will be used”. In monolingual operation, the Announcement Administration Menu plays. In bilingual operation, the system prompts you to record the announcement script in the secondary language. — Record the announcement (up to 2 minutes), then press [1] The system plays the Message Editing Menu. 9.
MERLIN MAIL—ML System Programming 10. [*][#] to approve the new announcement. The message "Approved” plays. If the MERLIN MAIL—ML system was setup for monolingual operation, the Announcement Administration Menu plays. This procedure is complete. If the MERLIN MAIL—ML system was setup for bilingual operation, the system prompts you to record the announcement script in the secondary system language at the tone. Go to Step 11. 11.
MERLIN MAIL—ML System Programming To create a submenu, follow the instructions below: 1. Log into the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [3] for Automated Attendant Service. The Automated Attendant Service Administration Menu plays. 4. [3] to program a submenu. The Submenu Administration Menu plays. 5. [4] to create a submenu.
MERLIN MAIL—ML System Programming 8. Select one of the following options: To Enter the Following Assign Selector Code Action 1, Selector Code Transfer, to this Selector Code [1] then enter the extension number and [#] in response to the prompt. Assign Selector Code Action 2, Play Submenu, to this Selector Code [2] then enter a submenu number and [#] in response to the prompt.
MERLIN MAIL—ML System Programming 11. Record the new submenu script (up to two minutes). 12. [1] after recording. The Message Editing Menu plays. 13. Enter one of the following selections or go to Step 14: — [2][3] to play back the new submenu script. — [2][1] to re-record the new submenu script. Go back to Step 12. — [*][D] (or [*][3] ) to delete the new submenu script. Re-record the new submenu script. 14. [*][#] to approve the submenu script, The message “Approved” plays.
MERLIN MAIL—ML System Programming Creating the Day/Night Main Menus The Automated Attendant Service Day and Night Menus are the top level menus from which callers can transfer to an extension or department, play a submenu, or play an announcement. Because they are the top level menus, program the Day and Night Main Menus after you have programmed the announcements and submenus they offer as menu options. ■ Create the Day Main Menu using MERLIN MAIL—ML Form E: Automated Attendant Service Day Main Menu.
MERLIN MAIL—ML System Programming 4. Enter one of the following choices: — [1] to select the Day Menu. — [2] to select the Night Menu. The Menu Administration Menu plays. 5. [6] to modify the Main Menu. The system prompts you to enter a Selector Code. 6. Enter a Selector Code ( [1] through [9] ). If the Selector Code is already assigned, the system plays the Selector Code definition and a prompt asking you to confirm the requested modification. Go to Step 7.
MERLIN MAIL—ML System Programming 8. Select one of the following options: To Enter the Following Assign Selector Code Action 1, Selector Code Transfer, to this Selector Code [1] then enter the extension number and [#] in response to the prompt. Assign Selector Code Action 2, Play Submenu, to this Selector Code [2] then enter a submenu number and [#] in response to the prompt.
MERLIN MAIL—ML System Programming 9. Repeat Steps 6 through 8 for each Selector Code to be modified in this menu. 10. [*][#] when finished making the Selector Code changes for this menu. The current Timeout Action plays, followed by the Timeout Action Menu. 11. Choose the Dial O/Timeout Action that defines what happens to a call when there is no touch-tone response from the caller or the caller presses 0 (zero): — — — — [0] for transfer to the system operator.
MERLIN MAIL—ML System Programming 13. [1] after recording editing. The Message Editing Menu plays. 14. Enter one of the following options or go to Step 15: — [2][3] to play back the new main menu script. – [2][1] to re-record the new main menu script. — [*][D] (or [*][3] ) to delete the new main menu script and use the one previously recorded. If the MERLIN MAIL—ML system was setup for monolingual operation, the Menu Administration Menu plays. This procedure is complete.
MERLIN MAIL—ML System Programming Creating Group Lists Group Lists enable a single voice mail message to be sent to many subscribers atone time, without dialing each extension. A Group List consists of extensions assigned to a single group. That group of extensions is assigned a Group List number. When a subscriber sends a message to a Group List number instead of an extension number, the message is sent to all of the voice mailboxes contained in the Group List.
MERLIN MAIL—ML System Programming Subscribers can be members of several different Group Lists. ■ Up to 99 Group Lists can be created. ■ Up to 99 subscribers can be assigned to each Group List ■ MERLIN MAIL—ML Form 1: Group Lists provides the subscribers assigned to each planned Group List. To create a new group list, follow the instructions below: 1. Log into the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2.
MERLIN MAIL—ML System Programming 7 . Repeat Step 6 for each extension to be added to the Group List. 8 . [*][#] to save the Group List and return to the Group List Administration Menu.
MERLIN LEGEND System Programming 4 This chapter provides instructions for programming the MERLIN LEGEND system settings. You can program the MERLIN LEGEND system settings from a MERLIN LEGEND MLX-20L™ Programming Console or you can use System Programming Maintenance (SPM) software on a personal computer. For further details on MERLIN LEGEND programming, refer to the MERLIN LEGEND System Programming Guide.
MERLIN LEGEND System Programming MERLIN LEGEND Planning Forms Before programming the MERLIN LEGEND system, be sure that you have the following planning forms completed: ■ Form 2a: System Numbering —Station Jacks Indicates the jacks on the MERLIN LEGEND system that are connected to the MERLIN MAIL—ML ports. ■ Form 2c: System Numbering —Trunk Jacks Defines jack and trunk types on the system; indicates type of disconnect (reliable or unreliable) for loop-start lines.
MERLIN LEGEND System Programming ■ Form 7b: Night Service—Outward Restriction Indicates extensions on the Exclusion List. ■ Form 7c: Night Service—Time Set (optional) Indicates when the MERLIN LEGEND system begins and ends Night Service. These forms should be kept with the MERLIN MAIL—ML System Administration guide.
MERLIN LEGEND System Programming MLX-20L PC 1 . Enter programming mode. [Menu] 2. Select Extensions. Sys Program Exit Extensions [S][P][M] [Enter] [any key] [F1] [F5] 3. Display next page of menu. [More] [PgUp] 4. Select Group Calling. Grp Calling [F4] 5. Select Hunt Type. Hunt Type [F1] 6. Enter extension number of the MERLIN MAIL — ML Calling Group. [nnn] Enter [nnn] [F10] 7. Specify linear hunt type. Linear Enter 8.
MERLIN LEGEND System Programming Step Instruction 1. Enter programming mode. MLX-20L PC [Menu] [S][P][M] [Enter] [any key] [F1] [F5] 2. Select Options. Sys Program Exit Options 3. Select Transfer. Transfer 4. Select Transfer Return Time. Return Time [F1] [F1] 5. To erase current number of rings. [Drop] [Alt] + [P] 6. Enter number of rings before calls are transferred to originator. [n] Enter [n] [F10] 7. Return to previous menu.
MERLIN LEGEND System Programming RECOMMENDATION: Set the VMS Transfer Return Interval equal to the Transfer Return Interval. If all stations are covered only by the MERLIN MAIL—ML system, the VMS Transfer Return Interval should be set to a value greater than the Coverage Delay. If any station has personal coverage and group coverage by the MERLIN MAIL—ML system, set the VMS Transfer Return Interval to a value greater than the sum of the Coverage Delay and Delay Ring intervals.
MERLIN LEGEND System Programming Call Answer Service Program the MERLIN LEGEND system to transfer unanswered calls to the MERLIN MAIL—ML system by assigning Group Coverage to the extensions you want to have covered. Then select the MERLIN MAIL—ML Calling Group as the Group Coverage receiver. Any number of extensions can be assigned to a Coverage Group. Unanswered calls to extensions in the Coverage Group (senders) are redirected to MERLIN MAIL—ML ports in the MERLIN MAIL—ML Calling Group (receivers).
MERLIN LEGEND System Programming Programming Group Coverage Create a Coverage Group for the extensions covered by the MERLIN MAIL—ML system’s Call Answer Service. ■ Use MERLIN LEGEND Form 6d to identify extensions included in the Coverage Group, and to identify the extension for the MERLIN MAIL—ML Calling Group. MLX-20L PC 1. Enter programming mode. [Menu] 2. Select Extensions. Sys Program Exit Extensions [S][P][M] [Enter] [any key] [F1] [F5] [F6] 3. Display next page of menu. [More] [PgUp] 4.
MERLIN LEGEND System Programming 11. Enter the coverage group number. 12. Return to the previous menu. [nn] Enter [nn] [F10] Exit [F5] Creating the Group Coverage Delay Interval Assign the number of rings (1–9) that occur before a call is sent to Group Coverage receivers. ■ Use MERLIN LEGEND Form 6d to identify the Coverage Delay Interval. ■ The factory setting for Coverage Delay is 3 rings.
MERLIN LEGEND System Programming 5. To erase current number of rings. [Drop] [Alt] + [P] 6. Enter number of rings for Group Coverage delay. [n] Enter [n] [F10] 7. Return to system programming menu. Exit [F5] Redirecting Calls Sent to Unassigned Extensions Designate an extension where the following types of calls can be transferred: ■ Calls which are transferred by MERLIN MAIL—ML to extensions where there is no answer and no coverage.
MERLIN LEGEND System Programming 5. To transfer unassigned calls to-the QCC Queue, an extension, or a Calling Group, select QCC Queue, Extension, or Group Calling. QCC Queue or Extension or Grp Calling then [Enter] [F1] or [F2] or [F3] then [F10] 6. To erase the current setting. [Drop] [Alt] + [P] 7. To enter phone extension or Calling Group to which you want calls redirected. [nnn] Enter [nnn] [F10] 8. Return to previous menu.
MERLIN LEGEND System Programming Call Handling Methods The MERLIN MAIL—ML Automated Attendant Service provides four call handling methods that allow external calls to be answered by Automated Attendant Service or by the system operator: ■ Immediate Call Handling ■ Fax Call Handling ■ Delayed Call Handling ■ Night Only Call Handling The following sections describe each call handling method and the programming steps required for each method.
MERLIN LEGEND System Programming *Can be combined with immediate Call Handling and MERLIN LEGEND Release 1.0 and later. Can also be combined with Night Only Call Handling and MERLIN LEGEND Release 2.0 and later. Fax Call Handling cannot be combined with Delayed call handling. Figure 4-2.
MERLIN LEGEND System Programming MERLIN LEGEND Planning Forms The following MERLIN LEGEND planning forms contain information you will need to program the call handling methods. ■ Form 2a: System Numbering — Station Jacks ■ Form 6d: Group Coverage ■ Form 6e: Group Calling Immediate Call Handling With Immediate Call Handling, the MERLIN MAIL—ML Automated Attendant Service answers all incoming calls (see Figure 4-3).
MERLIN LEGEND System Programming Figure 4-3.
MERLIN LEGEND System Programming Setting Delayed Ring Delayed Ring is the number of rings (2-6) that the MERLIN MAIL—ML system has to answer a call before it rings at the system operator’s extension. Use this procedure if the system operator has a Direct Line Console (DLC). ■ Use MERLIN LEGEND Form 2a to identify the system operator’s extension. ■ The factory setting is 2 rings. Step Instruction 1. Enter programming mode. MLX-20L [Menu] PC [S][P][M] Sys Program Exit [Enter] [any key] [F1] [F5] 2.
MERLIN LEGEND System Programming 8. Set all lines at the extension to Delayed Ring. Set individual lines at the extension to Delayed Ring 9. Return to previous menu. [*][3][4][6] [*][3][4][6] [*][3][6] [*][3][6] Sys Program [F5] Providing Overflow Coverage (Hybrid/PBX Only) Use this procedure if the system operator has a Queued Call Console (QCC) and the MERLIN MAIL—ML Calling Group should receive overflow calls from the system operator’s extension.
MERLIN LEGEND System Programming 7. Enter Calling Group or QCC Listed Directory Number. [nn] Enter [nn] [F10] 8. To erase current number of calls. [Drop] [Alt] + [P] 9. Enter number of calls (1-99) in queue before calls are sent to Calling Group or QCC. [nn] Enter [nn] [F10] Exit [F5] 10. To return to previous menu. Setting No Ring for Other Extensions Set “No Ring” to lines assigned to Automated Attendant Service that also appear at other telephones and to the MERLIN MAIL—ML ports.
MERLIN LEGEND System Programming 3. Select Centralized Telephone Programming. Cntr-Prg [F4] 4. For MERLIN LEGEND Release 2.x, select Program Extension. Program Ext [F1] 5. Enter the extension you want to program. [nnn] Enter [nnn] [F10] 6. Select Line/Feature Button. Press button on console. [Shift] or [Alt] and function key, then [F10] 7. Set all lines at an extension to No Ring. [*][3][4][5] [*][3][4][5] 8. Return to previous menu. Exit For prior releases, skip this step.
MERLIN LEGEND System Programming Step Instruction MLX-20L PC 1 . Enter programming mode. [Menu] 2. Select Extensions. Sys Program Exit Extensions [S][P][M] [Enter] [any key] [F1] [F5] [F6] 3. Display next page of menu. [More] [PgUp] 4. Select Group Calling. Grp Calling [F4] 5. Select Line/Pool Assignment. Line/Pool [F10] 6. Enter extension number of the MERLIN MAIL—ML Calling Group. [nnn] Enter [nnn] [F10] 7. Enter trunk/pool numbers. [nnn] Enter [nnn] [F10] 8.
MERLIN LEGEND System Programming Administering Fax Ports Up to four extension’s message-waiting indicators can be programmed to light when fax calls have been received. ■ Use MERLIN LEGEND Form 2a: System Numbering to determine the Fax station jack number. ■ Use MERLIN LEGEND Forms Series 4: Multiline Telephones; and Series 5: DLC/QCC Consoles to determine extension of message-waiting indication. ■ Use MERLIN LEGEND Form 4f: Tip/Ring Equipment to determine station jack for fax machine.
MERLIN LEGEND System Programming 8. Identify the fax machine port number sending the indication. [nn] Enter [nn] [F10] 9. Enter extension number of phone you want to assign as the fax message-waiting receiver. [nn] Enter [nn] [F10] Exit [F5] Repeat for up to four extensions. 10. Return to previous menu. Creating a Fax Calling Group If there is more than one fax machine, use this procedure to assign fax machines to a Calling Group.
MERLIN LEGEND System Programming 5. Select Members. Members [F9] 6. Enter extension number of Group. [nnn] Enter [nnn] [F10] 7. Enter Group Members (extension of Fax Machine). Repeat this step for each “ fax machine. [nnn] Enter [nnn] [F10] 8. Exit. Exit [F5] 9. Display next page of menu. [More] [PgUp] [F1] 10. Select Group Type. Group Type 11. Enter Extension number of [nnn] Enter 12. Select Auto Login. Auto Login Enter [nnn] [F10] [F1] [F10] 13. Return to previous menu.
MERLIN LEGEND System Programming Delayed Call Handling With Delayed Call Handling, incoming calls ring at the system operator. The operator provides assistance or transfers the call. When calls are not answered by the system operator, the MERLIN MAIL—ML system answers the call. The caller hears the Automated Attendant Service greeting and menu and gets transferred to the called party. After business hours, the call hears the Night Greeting and Night Main Menu.
MERLIN LEGEND System Programming Figure 4-4.
MERLIN LEGEND System Programming Assigning the Delayed Call Handling Extension to a Coverage Group When setting up the MERLIN MAIL—ML system for Delayed Call Handling, — an unused multiline station port covered by the MERLIN MAIL—ML Calling Group is assigned as the Delayed Call Handling extension. ■ Use MERLIN LEGEND Form 6d to identify the Delayed Call Handling extension. MLX-20L PC 1 . Enter programming mode. [Menu] 2. Select Extensions.
MERLIN LEGEND System Programming 11. Enter the coverage group number. [nn] Enter 12. Return to the previous menu. Exit [nn] [F10] [F5] Assigning Lines/Line Pools to the Delayed Call Handling Extension Lines and line pools that are to be covered by the Delayed Call Handling extension must be programmed to ring at the extension. Step Instruction 1. Enter programming mode. MLX-20L PC [Menu] [S][P][M] [Enter] [any key] [F1] [F5] Sys Program Exit 2. Select Extensions. Extensions [F6] 3.
MERLIN LEGEND System Programming 8. Return to the previous menu. Exit [F5] Assigning the Delayed Call Handling Extension as the Principal User To make The Delayed Call Handling extension the principal user, enter programming mode and select “Line Trunks”. Go to the second screen of the Line and Trunks menu and select “Principal User”. For more detail, refer to the MERLIN LEGEND System Programming Guide.
MERLIN LEGEND System Programming 4. For MERLIN LEGEND Release 2.xr, select Program Extension. Program Ext [F1] 5. Enter the extension you want to program. [nnn] [nnn] [F10] 6. Start centralized telephone programming. Start [F10] 7. Select Line/Feature Button. Press button on console [Shift] or [Alt] and function key then [F10] 8. Select Immediate Ring Feature for 1 line. [*][3][7] [*][3][7] [*][3][4][7] [*][3][4][7] Exit [F5] For prior releases, skip this step.
MERLIN LEGEND System Programming Step Instruction 1. Enter programming mode. MLX-20L PC [Menu] 2. Display next page of menu. [More] [S][P][M] [Enter] [any key] [F1] [F5] [PgUp] 3. Select Centralized Telephone Programming. Cntr-Prg [F4] 4. Enter the extension you want to program. [nnn] Enter [nnn] [F10] 5. Start centralized telephone programming. Start [F10] 6. Select Line/Feature Button. Press button on console. 7. Select No Ring Feature.
MERLIN LEGEND System Programming Programming a Night Service Coverage Receiver To program Night Only Call Handling, you program the MERLIN MAIL—ML Calling Group as the Night Service coverage receiver. Night Service calls will be sent to the MERLIN MAIL—ML system, and Automated Attendant Service will answer the call. NOTE: Use these procedures for MERLIN LEGEND Release 2.0 or later. For previous releases, see Appendix B.
MERLIN LEGEND System Programming 6. Enter the extension number of the MERLIN MAIL—ML Calling Group. [nnn] Enter [nnn] [F10] 7. Return to previous menu. Exit [F5] Creating the Exclusion List The Exclusion List contains extensions that are exempt from Night Service password requirements. Add all MERLIN MAIL—ML ports to the Exclusion List. ■ Use MERLIN LEGEND Form 7b to determine the extensions on the Exclusion List.
MERLIN LEGEND System Programming Setting Up the RMD Follow these procedures to setup the RMD: 1. (Key mode only) Remove all lines from the RMD. To do this, enter programming mode, Select “Extensions”, then “Line Trunks” and follow the prompts. For Hybrid/PBX mode, skip this step. 2. Restrict the RMD from making outside calls. To do this, enter programming mode, select "Extensions" then “Restriction” and follow the prompts. For Restriction Type, choose “Outward Restrict”.
MERLIN LEGEND System Programming MLX-20L PC 1. Enter programming mode. [Menu] 2. Select Extensions. Sys Program Exit Extensions [S][P][M] [Enter] [any key] [ F 1 ] [F5] [F6] 3. Display next page of menu. [More] [PgUp] 4. Select Group Calling. Grp Calling [F4] 5. Select Message Waiting Receiver. Message [F4] 6. Enter extension number of Calling Group. [nnn] Enter [nnn] [F10] 7. Enter extension number of telephone you want to assign as Message Waiting Receiver.
MERLIN LEGEND System Programming Confirming the Touch-Tone Duration The Touch-Tone Duration defines the duration of touch-tone signals sent between the MERLI N LEGEND and MERLIN MAIL—ML systems. ■ Verify the Touch-Tone Interval factory setting of 100 miIliseconds (ms). Step Instruction MLX-20L PC 1 . Enter programming mode. [Menu] 2. Select Auxiliary Equipment. Sys Program Exit AuxEquip [S][P][M] [Enter] [any key] [F1] [F5] [F9] 3. Select VMS/AA. VMS/AA [F6] 4. Select Touch Tone Duration.
MERLIN LEGEND System Programming Confirming the Touch-Tone Interval The Touch-Tone Interval defines the interval between touch-tone signals sent between the MERLIN LEGEND and MERLIN MAIL—ML systems. ■ Verify that the Touch-Tone Interval stays at the factory setting of 100 milliseconds. Step Instruction MLX-20L PC 1 . Enter programming mode. [Menu] 2. Select Auxiliary Equipment. Sys Program Exit AuxEquip [S][P][M] [Enter] [any key] [F1] [F5] [F9] 3. Select VMS/AA. VMS/AA [F6] 4.
MERLIN LEGEND System Programming Programming Labels These instructions show you how to identify your Group Calling and MAIL—ML ports so that the names appear on your console display. ■ Use MERLIN LEGEND Form 2a: System Numbering—Station Jacks to identify labels. Step Instruction 1 . Enter programming mode. MLX-20L PC [Menu] 2. Display next page of menu. [More] [S][P][M] [Enter] [any key] [F1] [F5] [PgUp] 3. Select Labeling. Labeling [F1] 4. Select Group Calling. Grp Calling [F4] 5.
MERLIN LEGEND System Programming 12. Save your entry. Repeat Steps 10 to 12 for each MERLIN MAIL—ML port. Enter 13. Return to previous menu.
5 Post-Implementation Once you have completed programming the MERLIN LEGEND system operating features, you may want to program optional features that make the system easier to use. Then, after all programming is finished, perform the Acceptance Tests to verify system operation. Programming Optional Features The following optional features can be programmed into the MERLIN LEGEND system to help automate system operation for subscribers: ■ Auto Dial Button—when pressed, directly dials into Voice Mail.
Post-Implementation ■ Coverage VMS Off—prevents the MERLIN MAIL—ML system from handling unanswered calls from external callers. ■ Coverage Inside Off—prevents the MERLIN MAIL—ML system from handling unanswered calls from internal callers. Programming a MERLIN MAIL—ML Auto Dial Button To provide one-touch dialing into Voice Mail, program an Auto Dial button for all subscribers either at the subscribers’ telephones or through MERLIN LEGEND Centralized Telephone Programming (shown below).
Post-lmplementation 7. Select Line/Feature Button. Press button on console. [Shift] or [Alt] and function key, then [F10] 8. Select Auto Dial Inside Feature. [*][2][2] [*][2][2] 9. Enter the extension for the MERLIN MAIL—ML Calling Group. [nnn] Enter [nnn] [F10] Sys Program [F5] 10. Return to previous menu.
Post-lmplementation 3. Select Centralized Telephone Programming. Cntr-Prg [F4] 4. For SPM Release 2.09 and later, select Program Extension. Program Ext [F1] 5. Enter the extension you want to program. [nnn] Enter [nnn] [F10] 6. Start centralized telephone programming. Start [F10] 7. Select Line/Feature Button. Press button on console. [Shift] or [Alt] and function key, then [F10] 8. Select Message Delete Feature. [*][2]6] [*][2][6] 9. Return to previous menu.
Post-lmplementation NOTE: To program an MLX display set, use the menu on the set. MLX-20L PC [Menu] Sys Program [S][P][M] [Enter] [any key] [F1] 2. Display next page of menu. [More] [PgUp] 3. Select Centralized Telephone Programming. Cntr-Prg [F4] 4. For SPM Release 2.09 and later, select Program Extension. Program Ext [F1] Step Instruction 1. Enter programming mode. For prior releases, skip this step. 5. Enter the extension you want to program. [nnn] Enter [nnn] [F10] 6.
Post-implementation Programming a Coverage VMS Off Button For MERLIN LEGEND Release 2.0 or later, subscribers can program a Coverage VMS Off button to prevent unanswered external calls from being handled by the MERLIN MAIL—ML system. This feature can be programmed at the subscribers’ telephones or through MERLIN LEGEND Centralized Telephone Programming (shown below). MLX-20L PC [Menu] Sys Program Exit [S][P][M] [Enter] [any key] [F1] [F5] 2. Display next page of menu. [More] [PgUp] 3.
Post-Implementation Programming a Coverage Inside Button A Coverage Inside button prevents or allows coverage of inside calls. With Coverage Inside Off, only outside calls are covered. With Coverage Inside On, inside and outside calls are covered. This feature can be programmed at the subscribers’ telephones or through MERLIN LEGEND Centralized Telephone Programming (as shown below). Step Instruction 1 . Enter programming mode.
Post-Implementation 9. Return to previous menu. Sys Program [F5] Performing Acceptance Tests After you finish programming the MERLIN MAIL—ML system, perform the following applicable tests to verify proper operation of each service. If you have any difficulty with any of the acceptance tests, contact your AT&T representative or authorized dealer. Automated Attendant Service If the Automated Attendant Service is set up, perform the following applicable tests. Immediate Call Handling 1.
Post-Implementation Day Main Menu 1. Call in on a line programmed for Automated Attendant Service. 2. During or after the greeting, respond to the Touch-Tone Gate, if necessary. 3. Choose a Selector Code offered on the Main Menu. 4. Ensure that the transfer to the appropriate extension, playing of a submenu, or playing of an announcement is performed. 5. Repeat this test for each Selector Code offered on the Main Menu. Night Main Menu See “Night Service Programming” later in this chapter.
Post-lmplementation Unsupervised Transfer with MERLIN MAIL—ML Coverage 1. Place an internal call to the MERLIN MAIL—ML system. 2. Do not answer the call. 3. When the MERLIN MAIL—ML system answers, press [*][T] (or [*][8] ) and dial a mailbox number that has unsupervised transfer (Class of Service . 1-3 or 8-10). 4. One or both of the following responses should occur: — If the telephone has an alternate telephone covering its calls, the call should also ring at the alternate telephone.
Post-lmplementation Night Service Programming Verify with the MERLIN LEGEND system manager that the Night Service you have programmed operates properly using one of the methods described below: ■ If Night Service with time set has been administered, the system will automatically go into Night Service at the scheduled time. ■ If you are using Night buttons to enable Night Service, turn Night Service on.
Post-Implementation — Night Service button on more than one attendant: press the Night Service button at every console. — Night Service button with password: press the Night Service button on one console and enter the password. 2. Place a call on an incoming line answered by the Automated Attendant Service. 3. Listen for the Night Greeting followed by the Night Main Menu. 4. Choose a Selector Code from the Night Main Menu. 5.
Post-lmplementation Checking Call Answer Service (Line Coverage) 1 . Place an outside call to a line that should receive MERLIN MAIL—ML Call Answer Service. — For lines without a principal user, the call should receive the coverage of the extension with the lowest logical ID in the Calling Group. — For lines with a principal user, the call should receive the coverage of the principal user.’ 2 . Do not answer the call. 3 .
Troubleshooting PROBLEM: 6 Touch-tones were entered but not detected by the MERLIN MAIL—ML system. Possible Cause The line is too "noisy”. Corrective Action The system may not be able to interpret touch-tones while a prompt plays because of the noise. Wait until the prompt finishes before entering the touch-tones. If you are using a speakerphone, turn off the microphone. PROBLEM: A call transferred by the system appears on both the intercom button and a phone’s line button.
Troubleshooting PROBLEM: No one is on the line when you first answer a call transferred by the system. Possible Cause If the system is using Supervised Transfer, it waits for you to answer the call before it connects the caller to you. Thus, there is a momentary delay between the time you pick up the call and when the caller is actually connected. Under these circumstances, the system waits to hear your voice before connecting the call. The system has transfered the call to a non-subscriber.
Troubleshooting PROBLEM; System terminates recording of name, greeting, or message before user finishes. Possible Cause Corrective Action The recording may exceed the time limit set for it. Be sure the recording does not exceed the time limit, then re-record it. The speaker’s voice sounded like a touch-tone digit. Re-record the message. PROBLEM: Message-waiting indicator will not turn on or off.
Troubleshooting PROBLEM: *- Messages cannot be left in a subscriber’s voice mailbox. Possible Cause The voice mailbox is full. Corrective Action Old messages must be deleted regularly from voice mailboxes. NOTE: When an individual’s voice mailbox is full, new messages to that subscriber are deposited in the General Mailbox along with a recording identifying the name and extension of the called party. Voice mailbox may be too small. 6-4 Troubleshooting Mailbox sizes range from 5 to 60 minutes.
Troubleshooting PROBLEM: Calls are not being transferred properly. Possible Cause The Automated Attendant Service may not be administered properly. Corrective Action Make sure the menu script matches the programmed Selector Codes. If the problem involves the system operator, be sure the proper extension has been designated for that person. On the MERLIN MAIL—ML system, check the setting for system operator’s extension. On the MERLIN LEGEND system, check the setting for “Unassigned” under “Options.
Troubleshooting PROBLEM: The system does not answer immediately. Possible Cause Corrective Action The system may be administered for Delayed Answer. Check the settings on the MERLIN MAIL—ML system. The Intercom buttons (Key Mode) or System Access buttons (Hybrid/PBX mode) on the MERLIN MAIL—ML ports may have been set to Delayed Ring or No Ring. Check the settings via MERLIN LEGEND system programming. The connections of the modular cords to the MERLIN MAIL—ML system unit may be loose.
MERLIN MAIL—ML Factory Settings A MERLIN MAIL — ML Factory Settings MERLIN MAIL—ML Parameters Factory Settings System Parameters Port Allocation All ports AA No Delayed Answer/Delayed Answer No Delayed Answer Number of Rings for No Delayed Answer 1 Number of Rings for Delayed Answer 4 Fax Extension None System Operator’s Extension 768 General Mailbox Owner 10 System Administrator’s Mailbox 9997 Maximum Digit Length 2 Language Mode Monolingual System Language English Schedule Business Schedule Closed All D
Appendix A MERLIN MAIL—ML MERLIN MAIL—ML Parameters Automated Attendant Service Menu Prompts Announcements Announcement Numbers Submenu Numbers Day Dial 0/Timeout Action Factory Settings Factory Settings Night Dial 0/Timeout Action Touch-Tone Gate: Monolingual mode Touch-Tone Gate: Bilingual mode Mailboxes Name Recording Personal Greetings System Administrator’s Mailbox Trouble Mailbox General Mailbox General Mailbox Owner Message length Changeable 2 minutes maximum 2 minutes maximum 1-99 1-99 Transfer
Appendix A MERLIN MAIL—ML Factory Settings Changeable Factory Settings MERLIN MAIL—ML Parameters System Greetings No 2 minutes maximum Voice Mail Greeting 10 seconds maximum No Automated Attendant Service Greetings MERLIN MAIL—ML Factory Settings A-3
MERLIN LEGEND Release 1.x Installation Supplement B If you are installing the MERLIN MAIL—ML system for a MERLIN LEGEND Communications System release prior to 2.0 (Releases 1.0, 1.1, or 1.2, collectively referred to as “Release 1.x”), additional installation instructions are provided in this appendix for setting up Night Only Call Handling.
Appendix B Figure B-1. Night Only Call Handling for MERLIN LEGEND Release 1.x Programming a Night Service Receiver Assign an unused multiline station port as the Night Service Receiver and set all lines to No Ring. This should be the only Night Service Receiver. If you want calls to ring at other extensions for Night Service, assign cover buttons for the Night Service Receiver at those extensions. See the MERLIN LEGEND System Programming Guide.
Appendix B MLX-20L PC 1. Enter programming mode. [Menu] 2. Select Night Service. Sys Program Exit NightSrvce [S][P][M] [Enter] [any key] [F1] [F5] [F10] 3. Select Group Assign. GroupAssign [F1] 4. Select Extensions. Extensions [F2] 5. Enter the Night Only Call Handling extension. [nn] Enter [nn] [F10] 6. Return to System Programming menu. Exit Exit [F5] [F5] 7. Display next page of menu. [More] [PgUp] 8. Select Centralized Telephone Programming. Cntr-Prg Step Instruction [F4] 9.
Appendix B Creating Night Service Group Coverage Program a coverage group for the Night Only Call Handling extension, then select the MERLIN MAIL—ML Calling Group as the Group Coverage receiver. ■ Refer to MERLIN LEGEND Form 2a: System Numbering to identify the MERLIN MAIL—ML Calling Group number. MLX-20L PC [Menu] Sys Program Exit [S][P][M] [Enter] [any key] [F1] [F5] 2. Select Extensions. Extensions [F6] 3. Display next page of menu. [More] [PgUp] 4. Select Group Coverage.
Appendix B 11. Enter the coverage group number of the Night Service Call Handling Extension. 12. Return to previous menu. [nn] Enter Exit [nn] [FIO] [F5] Making the Night Only Call Handling Extension the Principal User To make the Night Only Call Handling extension the principal user, enter programming mode and select “LineTrunks.” Go to the second screen off the Lines and Trunk menu and select “Principal User.” For more details, refer to the MERLIN LEGEND System Documentation.
Appendix B To program the Night Only Call Handling mailbox, follow the instructions below: 1. Log into the MERLIN MAIL — ML system as the system administrator. The system administrator’s name play; then the Voice Mail Activity Menu plays. 2. [9] to program the system. The System Administration Menu plays. 3. [4] for Mailbox programming. The Mailbox Administration Menu plays. 4. [4] to create a new mailbox. The system prompts you to enter the mailbox number. 5.
Appendix B — [1] to cancel the language selected. Go back to Step 7. 9. Substituting number codes for letters, as shown in the Letter Key that follows, use the dialpad to enter the mailbox name (up to four letters) followed by [#] . To enter the mailbox name “NIGH,” enter [6][2][4][3][4][1][4][2][#] The system echoes the mailbox name letters, followed by a prompt to confirm them.
Appendix B 10. Enter one of the following options: — [9] for “Yes” to confirm the name. The mailbox name is saved and the system prompts you to record the subscriber’s name at the tone. — [6] for “No” to cancel the mailbox name. Go back to Step 9. 11. Record the mailbox name and press [1] The system plays back the mailbox name, then prompts you to confirm it. RECOMMENDATION: For better clarity, it is recommended that you use the handset when recording the subscriber’s name. 12.
Glossary A . Announcement An informative message that provides frequently requested information. It is pre-recorded by the system administrator and plays to callers who select it from the Automated Attendant Service Main Menu or a submenu. Automated Attendant See Automated Attendant Service. Automated Attendant Service The system component that automatically answers and directs incoming calls to the desired extensions or plays an announcement selected by the caller.
Glossary Calling Group A group of extensions that perform a similar function. A Calling Group can be administered to provide Group Coverage for one or more Coverage Groups. See also Group Calling, Coverage, and Coverage Group. Class of Service (COS) This parameter defines the characteristics of a voice mailbox.
GIossary Dial 0/Timeout Action Automated Attendant Service feature in both monolingual and bilingual mode that determines how a call is processed when a caller dials O (zero) or when a caller does not make a selection from the main menu. Calls can be transferred to the system operator, connected to the General Mailbox, or can be disconnected. This option is programmed separately for day and night operation by the system administrator.
Glossary G General Mailbox A voice mailbox (mailbox 9999) where callers can leave messages when a subscriber’s mailbox is full, if they are dialing from a rotary phone, or do not know the extension of the person they would like to contact. See also General Mailbox Owner. General Mailbox Owner The individual responsible for transferring messages from the General Mailbox to the appropriate person.
GIossary Guest Mailbox A voice mailbox assigned to visitors, guests, or employees who need to receive messages but do not have a phone assigned to them. Callers using any of the MERLIN MAIL—ML services can leave messages in a guest mailbox, however the system operator cannot transfer calls to a guest mailbox. If you want the system operator to transfer calls to a guest mailbox, setup a phantom station for the subscriber. See also No Transfer.
Glossary Main Menu A list of options presented to the caller from which the caller selects an option by entering the corresponding Selector Code. Based on predefine associations between menu options and Selector Codes, Automated Attendant Service routes the call to a specific extension, submenu, or an announcement. The system administrator can program Day and Night Main Menus for Automated Attendant Service that play when your business is open or closed. See also Selector Code.
GIossary Numbering Plan See Dial Plan. O Outcalling A MERLIN MAIL—ML system feature that calls an outside or inside number, or pager/beeper, to inform a subscriber when a new message has arrived in his or her mailbox. Subscribers administer their own Outcalling number and can turn Outcalling On or Off as required. This feature is only available if a subscriber’s voice mailbox has a Class of Service that permits its use. A subscriber can specify a telephone number or beeper/pager number for Outcalling.
Glossary R Return Time Interval See Transfer Return Interval. RMD Remote Maintenance Device. A device used by AT&T or an authorized dealer to call the system and perform maintenance and diagnostic services on the MERLIN MAIL—ML unit from a remote location. S Secondary System Language In bilingual mode, the alternate language that callers can choose to play system prompts, menus, and announcements. Contrast with Primary System Language.
GIossary Subscriber A person whose extension is registered with the MERLIN MAIL—ML system. Every subscriber has a voice mailbox. The voice mailbox number is usually the same as the subscriber’s extension number. Supervised Transfer The transfer type in which the MERLIN MAIL—ML system monitors a call to see if it is answered. The MERLIN MAIL—ML system returns to the caller if it detects a busy signal or the call remains unanswered after four rings.
Glossary Touch-Tone Duration The length (specified in milliseconds) of the touch-tone codes sent between a communications system and a voice messaging system. Touch-Tone Gate In monolingual mode, a programmable feature that determines quickly whether a caller is dialing from a rotary phone. In monolingual mode, when the Touch-Tone Gate is set to “On,” callers must dial a digit before the Main Menu plays. If a digit is dialed, MERLIN MAIL—ML plays the Main Menu.
GIossary U Unsupervised Transfer The transfer type in which the MERLIN MAIL—ML system transfers a call without waiting to see if the extension requested is busy or is not answered. This reduces the time the MERLIN MAIL—ML system port is tied upon a call and is the recommended type of transfer. See also Supervised Transfer and No Transfer.
Index (pound button), defined, viii (star button), defined, viii A Acceptance Tests, performing, 5-8 Addressing Voice Mail, methods of, 1-17 Announcement creating, 3-60 programming requirements, 3-60 Auto Dial button defined, 5-1 programming, 5-2 Automated Attendant Service description, 1-1, 1-5 programming greetings, 3-48 programming menus, 3-67 sample scripts, 1-6 scheduling, 1-14 B Basic Telephone Module (012), 1-21, 2-2, 2-3 Beeper, 1-19 Bilingual mode definition, 1-4 programming, 3-17 Broadcast Mess
Index Coverage Inside button defined, 5-1 programming, 5-7 Coverage VMS Off button defined, 5-1 programming, 5-6 Coverage Service, 3-23 D Date and Time, setting, 3-36 Day Greeting, 3-48 played, 3-47 recording, 3-49 Day Main Menu performing acceptance test, 5-8 programming, 3-67 Day Mode, 3-38 Delayed Answer, programming, 3-13 Delayed Call Handling description, 1-12 Group Coverage mailbox, 3-26 programming, 4-24 Delayed Ring, setting, 4-16 Delete Message button description, 5-1 programming, 5-3 Dial 0/Tim
Index General Mailbox owner assigning, 3-33 messages for, 6-3 responsibility, 1-25 Greeting Day, 3-48 Night, 3-48 troubleshooting cut-off, 6-2 Voice Mail, 3-51 Greeting Administration Menus, 3-48 Group Coverage Delayed Call Handling mailbox, 3-26 programming, 4-8 Night Only Call Handling mailbox, B-5 Night Service, B-4 Group Coverage Delay Interval, programming, 4-9 Group List description, 1-19, 3-72 creating, 3-73 maximum number of extensions, 3-73 Guest Mailbox description, 1-21 Class of Service, 3-22 H
Index Menu options, recommended maximum number 1-10 Menus Automated Attendant Service, 3-54 Day Main, 3-67 Greeting Administration, 3-48 Mailbox Administration, 3-20 Night Main, 3-67 Schedule Administration, 3-35 System Parameters, 3-11 MERLIN LEGEND Planning Forms, 4-2 required for call handling, 4-14 MERLIN LEGEND System Day and Night modes, 1-14 hardware requirements, 2-2 MERLIN MAIL—ML System use with, 1-1 programming, 4-1 — 4-38 supplemental installation steps for Release 1.
Index programming with Release 2.
Index R Recording, troubleshooting problems, 6-3 Redirect Calls, 4-10 Remote Maintenance Device installing, 2-13 description, 1-21 MERLIN LEGEND programming for, 4-33 Requirements, environmental, 2-5 Responsibilities, 1-22 See also System administrator, System operator, and General Mailbox owner Return Call button defined, 5-1 programming, 5-4 Ring generator connection, 2-2 Ringing problems, troubleshooting, 6-5 RMD See Remote Maintenance Device Rotary phone, 1-15 S Schedule programming, 3-35 – 3-43 pro
Index setting Delayed Ring, 4-16 setting for lmmediate Ring, 4-28 System Parameters Menu, 3-11 System Programming Menus MERLIN MAIL—ML, 3-2 T Terms used in guide, viii Time closing, 3-43 opening, 3-42 Timeout See Dial 0/Timeout Action Touch-Tone Duration, 4-33, 4-35 Touch-Tone Gate activated by fax extension, 3-15 affect on rotary phone callers, 3-45 description, 3-44 forced On in bilingual mode, 3-47 programming, 3-46 Touch-Tone Interval, confirming, 4-36 Touch-tones, troubleshooting missed, 6-1 Transfer
Index Voice Mail Service Greeting factory setting, 3-51 recording, 3-51 Voice mailbox creating, 3-20 full, 6-4 message storage limit, 3-23 message-waiting indicator, 1-20 name, 3-23, B-7 recommended maximum number, 3-20 selecting mailbox language, 3-23 storage size, 6-4 Voice mailbox number description, 1-17, 1-18 programming, 3-21 Voice-processing card adding or replacing, 2-16 DIP-switch settings, 2-18 modular telephone cord requirements, 2-2 W Weekly Business Schedule, programming, 3-35 IN-8
AT&T 585-320-141 Graphics © AT&T 1988
